Fields RV

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 19982000 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 DataGeneral, 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 Whats 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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Cycle Counting Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-30 Service Inventory Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-31 Cycle Counting Administration View . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-31 New Replenishment Orders View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-33 Pending Replenishment Orders View . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-35 Setup and Configuration for Barcode Reading . . . . . . . . . . . . . . . . . . . 9-36 Setting Up a Barcode Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-36 Destinations for Barcode Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-37 Processing Barcode Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-37 Searching for Barcode Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-38 Setup and Configuration for Cycle Counting . . . . . . . . . . . . . . . . . . . . 9-39 Setting Up Cycle Counting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-39 Configuration Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-41 Configuration Information for the Cycle Counting Engine . . . . . . . . . . . . .9-42 System Preferences for the Cycle Counting Engine. . . . . . . . . . . . . . . . . . 9-44 Engine Parameters for the Cycle Counting Engine . . . . . . . . . . . . . . . . . . 9-45 Running the Cycle Counting Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-46 Tracing for the Cycle Counting Engine . . . . . . . . . . . . . . . . . . . . . . . . . . 9-47 Setup and Configuration for the Replenishment Engine . . . . . . . . . . . . 9-49 Setting Up Replenishment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-49 Configuration Information for the Replenishment Engine. . . . . . . . . . . . . 9-51 System Preferences for the Replenishment Engine . . . . . . . . . . . . . . . . . . 9-52 Parameters for the Replenishment Engine . . . . . . . . . . . . . . . . . . . . . . . .9-53 Running the Replenishment Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-54
Chapter 10. Shipping and Receiving

About This Chapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-3 Concepts and Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-3 Application Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-4 Processing and Tracking Shipments . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10-7 Processing and Tracking Receipts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-9
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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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Introduction
Who Should Use This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-2 How This Guide Is Organized . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-3 Whats 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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Introduction
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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Introduction
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.
Whats 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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Introduction
Whats 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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Introduction
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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Introduction
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 Supports assistance. This will facilitate smooth resolution of your issues. If you have questions, please dont 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:
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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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Introduction
Japan (Tokyo):
0120 606 750 (Japan domestic only), +81 3 5469 3811 (outside of Japan) +65 320 8533
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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Introduction
Siebel Welcomes Your Comments
Siebel Welcomes Your Comments

To help us with future versions, we want to know about any corrections or clarifications that you would find useful. Please include in your message:
s s
Intro
The title and version of this guide Your name, company name, job title or functional area, phone number, and email address
Contact us through regular mail or email at: Siebel Systems, Inc. Technical Publications Department 2207 Bridgepointe Parkway San Mateo, CA 94404-5009 doc@siebel.com We appreciate your feedback.
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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 . . . . . . . . . . . . . . . . . . . . . . . . . . 1-11
Logging On as the Siebel Administrator . . . . . . . . . . . . . . . . . . . . . . . 1-27 Administrative Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-28
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About Field Service
About Field Service

Siebel Field Service provides service center agents, warehouse staff, and field service engineers the tools to respond efficiently and effectively to service requests. Siebel Field Service handles a full complement of field service tasks, including the following:
s s s s s s s s s s s s
Receives service center calls. Verifies service agreements and entitlements. Enters a service request. Searches for solutions. Creates activities for a service request. Assigns and dispatches field service engineers. Provides part inventories for parts depots and trunk stock. Provides detailed customer configuration. Tracks parts consumption and logistics. Manages inventory replenishment. Integrates return materials authorizations and service orders. Provides field service engineers with complete service details, including the required skills, tools, and parts for all service activities. Manages repair of defective parts. Sets up and manages preventive maintenance plans. Tracks and analyzes service costs. Prepares invoices for service, and tracks payments. Defines characteristics of assets and records readings from equipment (assets) in the field for preventive maintenance, billing, and service. Utilizes a barcode reader to read serial numbers and to label certain field service and inventory documents.
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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. A field service business that can rely on a single software application to manage this process can fully observe and control the process. Separate functional groups such as the service center, dispatch, field engineers, and parts business need to share information. Siebel Field Service integrates call center, dispatch, field activities, and service parts information in a comprehensive, enterprise-wide customer management system.
Managing the Full Cycle of Field Service

Field service businesses use Siebel Field Service to manage the entire flow of field service operations. Inbound service center calls are managed by first checking the service level agreements of the caller. Then a Service Request is entered. Service Request Activities are created throughout the life cycle of the Service Request. Based on the diagnosis of the problem and the service level agreement, a Return Material Authorization or a Service Order is created and linked to the Service Request to allow prompt resolution. The order is filled and the replacement parts shipped to the customer or the field engineer. Activities are dispatched to a field engineer with the right skill set, tools, time, and location. When a call has been resolved, the engineer can report details of the resolution from the field, the customer relationship database is updated to reflect possible crossselling opportunities, and the service parts inventory is updated and replenished on a just-in-time basis. An invoice can be issued to the customer as proof of work. Pending return material authorizations from customers are tracked from receiving the items; and defective parts are managed through the repair cycle. Siebel Field Service consists of basic functions required by most service businesses, plus optional functions that can be added to fit most field service requirements:
s
Base Field Service applications:

s s s s
Call Management Account/Contact Management Field Activities Management Warranty Management
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About Field Service
s s s
Asset Management On-Site Services Management Knowledge Management
Optional Field Service applications:

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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)
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About Field Service
The flow chart in Figure 1-1 shows the functional relationships among the components of Siebel Field Service.
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. Version 6.1
A Functional Overview of Field Service Components Siebel Field Service Guide
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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, schedule, and assign field service engineers to service activities. It also allows the selection of field service engineers based on territories, skills, and experience. The Dispatch Board screen shows all unplanned activities and a list of the selected field service engineers and their schedules. Dragging unplanned activities onto the schedules of field service engineers automatically assigns and schedules these activities.
Mobile Computing Support

Field service engineers in the field access Siebel Field Service on their laptop computers, and later synchronize to send local changes to the Field Service server and to retrieve new information from this server. Siebel applications support synchronization over LANs, WANs, dial-up connections, wireless networks, and the Internet. Siebel Field Service introduces uncommitted transactions for inventory transfers in the field. This allows for tracking of part movements without immediate access to records in the corporate computer. Upon synchronization with a Field Service server, these transactions may be committed and recorded in the server database.
Service Parts Information

Siebel Field Service provides full information about parts availability, including important parts attributes such as installation instructions, operational constraints, and warranty and manufacturing data. Siebel Field Service enables the field engineer to graphically navigate through the base configuration of any complex product, and to review the customers on-site configuration. Siebel Field Service supports parts comparison and replacement information, so that field service operations can quickly identify alternative parts. Barcode support allows for the use of scanner guns to read barcode numbers and labels, facilitating warehouse operations.
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About Field Service
Field Engineer Information

Siebel Field Service tracks a wide variety of information for field service engineers. such as skill sets, product expertise, location, and business, as well as critical contact data such as cellular phone and paging information. Each field engineer can define notification preferences so that the attempts to reach him or her always use the best possible means. Integrated calendaring and scheduling allows each field engineer to maintain a personal calendar.
Field Engineer Activities

When a service event is reported, Siebel Field Service defines the steps required to correct the problem, necessary tools, required parts and skills, and the appropriate sequence in which the steps must be performed. Vital information, such as safety data, schematics, and technical notes on the products, may be linked to the service activities and parts data. It also allows the capture of billing information related to an activity at a customer site, including parts, expenses, and labor charges.
Service Inventory
The Siebel Field Service Inventory manages service parts inventory. Inventory is tracked in real time across all locations and businesses, including trunk inventories, and is accessible from anywhere in the company. Given the challenge of a highly distributed set of inventory locations, Siebel Service Inventory provides a powerful Part Locator screen to find parts during the RMA/order process or during a dispatch operation. The Part Locator engine offers real-time access to inventory, allowing everyone in the service business to make accurate and informed decisions on parts shipments. The Field Service Part Browser allows an FSE to investigate the availability of a product in all inventory locations within a field service business. All of this information appears conveniently on one screen, for easy lookup.
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About Field Service
Preventive Maintenance and Asset Measurements

Siebel Field Service enables customers to generate preventive maintenance (PM) management services automatically. PM is often a critical revenue and costcontainment factor for a service business. PM provides the ability to create automatically pre-defined PM service requests and related activities based on usage or frequency. Service businesses often provide preventive maintenance services as part of their offerings. Those services are sometimes included in warranty agreements, or can be sold to the customer and made part of the service contract. Certain equipment (for example, photocopiers or printers) requires regular maintenance to be kept in good condition. Monitoring systems can automatically request maintenance when certain conditions are met; for example, a meter reading passes a threshold or a fixed time period has elapsed. These events trigger the creation of a service request. To facilitate preventive maintenance, Siebel Field Service provides for the collection and processing of asset measurements. Readings taken either manually or automatically from equipment in the field are recorded in Field Service. These readings can be from gauges, counters, or meters attached to products. This data may be used to initiate service requests for repairs or preventive maintenance. Usage readings can be used for billing on a fee-per-use basis.
Shipping and Receiving

Shipping and Receiving are integrated with Siebel Service Inventory, and track customer orders to shipment. Internal orders to transfer stock among inventory locations are also managed within Siebel Shipping and Receiving. RMAs and Orders are received within Siebel Shipping and Receiving, closing the loop with each customer.
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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. Activity records are transferred from the Siebel on-line transaction database to a data repository in the Siebel Marketing DataMart. The results of the analysis are displayed on charts.
Field Service Application Design

Siebel Field Service operates as a single Windows NT service, in charge of running components such as EIM, Assignment Manager, Cycle Counting Engine, Replenishment Engine, Fulfillment Engine, and so on. Siebel Server operates components as processes or threads based on the system preferences specified for each component. Thus, there can be multiple components running at the same time and each component can run a specified number of tasks at a given time. The Logistics Manager and Preventive Maintenance provide these automated functions for Siebel Field Service:
s
Order Fulfillment engine. Analyzes orders, locates parts for each line item, returns the located parts (products or substitute products) to the user, allocates parts, and generates pick tickets. Part Locator engine. Analyzes orders, locates parts for each line item, returns the located parts (products or substitute products) to the user. Now the user can manually allocate these parts and generate the pick tickets. Replenishment engine. Selects source and target inventories when restocking is
needed and generates the orders required to obtain materials from an external provider, an internal inventory site, or an internal manufacturing facility.
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Cycle Counting engine. Generates cycle counting orders (parts lists). Preventive Maintenance engine. Generates service requests for the maintenance of
assets, based on pre-defined triggers. These components are designed as task-based, multi-threaded servers.
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About Field Service
Caching
To improve performance of Siebel Field Service, the engines, along with the database connection that they use, can be cached. This mechanism caches the multiple engine objects and stores them in a queue. For each request, a new thread is started and each thread uses the object from the queue. When it is done with the object, it returns the object back to the queue. Initially, when the queue is created, the queue size is kept equal to the minimum number of tasks parameter by creating that many engine objects. As requests arrive, 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. While freeing the object, the caching mechanism looks for the maximum number of tasks. If the number of free elements is less than or equal to the maximum number of tasks, then the object is deleted; otherwise, it returns the object to the queue. For changes to the caching parameters to take effect, the server component must be stopped and restarted again.
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Screens and Views in Field Service

The Field Service user interface provides task-specific screens and views, some for end users and some for administrators. An example of an end-user screen is shown in Figure 1-2.
Figure 1-2.
Example of an End-User Screen
Many Siebel eBusiness Applications modules can be purchased and used with Field Service. Optional modules specific to Field Service can be purchased to provide enhanced functionality for business processes.
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For information on the optional modules that can be used with Field Service, contact your Siebel sales representative.
NOTE: This guide documents Field Service with all optional modules installed. 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.
The exact configuration of Field Service screens and views depends on your companys configuration of the application. The product is designed primarily to support field service businesses. For introductory information on the user interface, see Siebel Basics and Online Help.
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Figure 1-3 shows an example of a Field Service screen and points out its main elements. This illustration shows a list-form view, but the view format (the combination of applet types) varies from view to view.
View bar Menu bar Barcode toolbar Tab bar List applet Form applet
Figure 1-3.
Field Service Screen Layout
NOTE: Most administrative tasks are performed from administration views that must be accessed from the Screens menu. These views cannot be accessed from shortcuts on the tab bar.
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Table 1-1 lists the most frequently used Field Service screens and the functions of the views in those screens. The screens listed here are those appearing on the tab bar. Only the Siebel administrator sees all of the screens listed here.
Table 1-1.
Screen Accounts
Field Service Screens
(Sheet 1 of 13)
Location of Information About This Screen Chapter 2, Service Support, in this guide; Online Help
Functions of the Views in This Screen

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Verify an account for the business placing a service call. Verify the person placing a service call. Verify the coverage and entitlements for service. Record the assets, products, and contacts associated with an account. Define and identify service contracts. Record the billing details for service activities associated with entitlements.
s s
s s
Chapter 4, Service Agreements, in this guide; Online Help
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Table 1-1.
Screen Activities
(Sheet 2 of 13)
Location of Information About This Screen Chapter 3, Field Service Activities, in this guide; Chapter 13, Invoices, in this guide; Online Help

s
Add activities or modify existing activities; for example, change the status of an activity. Record expenses related to an activity. Record the transfer of parts in the field among the client, a service order, and the FSEs trunk inventory. Record instructions for carrying out an activity. Display invoices created for an activity and generate, manually or automatically, invoices for any activities that are marked as billable. Display key characteristics of an asset that may be recorded and tracked. Show the materials that an FSE must have to complete an activity. View the skills needed to complete successfully an activity. View the recommended procedure. Record the hours spent on each field service activity procedures for carrying out an activity. Record the transfers of products and assets in the field. Set the Billable flag to include the price of this part in an invoice. Record information about the service request, account, and contact associated with an activity. Automatically create invoices based on the information provided for an activity. Record movement of parts in the field, between two trunks or between a trunk and a customer site.
s s
s s
Chapter 13, Invoices, in this guide; Online Help
Chapter 7, Service Inventory, in this guide; Online Help
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Table 1-1.
Screen Agreements
(Sheet 3 of 13)
Location of Information About This Screen Chapter 4, Service Agreements, in this guide; Online Help

s s s
Define and identify service contracts. Associate activities with agreements. Associate activity plans with agreements and view the activities that belong to these plans. Associate legal, billing, and shipping contacts with an agreement. Associate files with agreements. Automatically generate documents required to implement a service agreement; for example, subcontractor agreements and work orders. Create entitlements and associate them with specific agreements. Create and view the invoices that are associated with agreements. Record and view a description of each product covered by a selected service agreement. Learn how payment is made on a service agreement. Initiate preventive maintenance actions for specific agreements and view the related PM plans for each entitlement. Run the Preventive Maintenance engine interactively for selected agreements.
s s
Chapter 12, Preventive Maintenance, in this guide; Online Help
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Table 1-1.
Screen
(Sheet 4 of 13)
Location of Information About This Screen Chapter 2, Service Support, in this guide

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Application Administration
Records data for service employees, including responsibilities and positions. Associates employees with responsibilities and sets access to Siebel screens and views. Defines the parameters for evaluating field service activities. Defines standard work schedules. Define and view assets. Record defects for specific assets. Record backup assets and other assets that depend on the operation of any primary asset. Record assets that are subcomponents of specific assets, creating a hierarchy of assets. Create asset transactions manually, and view transactions associated with an asset. View all of the defective tags recorded for an asset. View the current value of an asset, based on its history. Record activities that are associated with an asset. Define the types of data collected from assets. Record data from measurements of an asset. View preventive maintenance actions associated with assets. Record preventive maintenance plans associated with assets.
Assets
s s s
Chapter 5, Assets, in this guide; Online Help
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Table 1-1.
Screen Assets (continued)
(Sheet 5 of 13)
Location of Information About This Screen Chapter 11, Repairs, in this guide; Online Help Chapter 12, Preventive Maintenance, in this guide; Online Help

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

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Entitlements
Associate accounts with specific entitlements. Associate contacts at an account with a specific entitlement. Record performance data for an entitlement. Associate preventive maintenance plans with entitlements. Associate assets and products with entitlements. Record the billing details for service activities associated with entitlements. Show all activities broken down in five ways: by activity category, activity type, product line, territory, or field engineer. Show workload as a function of calendar period. Show the average time devoted to each activity. Show any changes in time required for each activity.
Chapter 14, Field Service Analysis, in this guide; Online Help.
Inventory Transactions
List all inventory transactions created automatically (in other screens and views). Transactions can be created manually in this view. Show the asset and serial numbers if the product associated with a selected transaction is serialized.
Marketing Administration
Define the fields on the Product Field Service Details view, including the vendor that supplies a product and the allocation rules that apply to the product. Define measurements that may be obtained from specific assets.
Chapter 3, Field Service Activities, in this guide
Chapter 5, Assets, in this guide
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Table 1-1.
Screen
(Sheet 7 of 13)
Location of Information About This Screen Chapter 7, Service Inventory, in this guide Chapter 9, Logistics Management, in this guide; Online Help
Functions of the Views in This Screen Obtain the information used in locating and allocating products for use in field service activities. Record the information used in locating and allocating products, including inventory types (Warehouse, Truck, and so on) and the cycle counting class A/X, B,/Y or C/Z for a product.
Marketing Administration (continued)
Orders
Associate warranties with assets in an order; track warranty claims; and record details of expected credit recovery. Record all orders related to service and inventory replenishment: internal, purchase, RMAs, and service orders. Define all products required to fulfill an order. Define activities associated with an order line item. These activities must be completed to fulfill the order. Find in inventory the product to fulfill an order. View the warranties associated with a product. View a summary of an order, shipping instructions and billing instructions. View repairs (defective tags) associated with a line item in an RMA or service order.
Chapter 6, Warranties, in this guide; Online Help Chapter 7, Service Inventory, in this guide; Online Help
Part Browser
Investigate the availability of a product in all inventory locations within a field service business.
Chapter 3, Field Service Activities, in this guide; Online Help Chapter 7, Service Inventory, in this guide; Online Help
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Table 1-1.
Screen
(Sheet 8 of 13)
Location of Information About This Screen Chapter 12, Preventive Maintenance, in this guide; Online Help

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Preventive Maintenance
Associate preventive maintenance plans with assets. Set the time or event that activates a PM plan. 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. View preventive maintenance actions for selected assets.
Pricing Administration
Record the factors that are used to calculate the Asset Values and the Replacement Costs on the asset Valuation screen.
s s
Chapter 5, Assets, in this guide
Define the costs for a service business. Describe the products in a selected cost list. Describe the indirect costs of services. Record the factors used to adjust the cost of assets, depending on the Condition, Value Basis, Cost List, and Cost Method for each asset.
Chapter 13, Invoices, in this guide; Online Help
s s
Products
Obtain information about replacing a defective part and about possible substitute parts. View warranties and their terms for all products and service providers.
Chapter 3, Field Service Activities, in this guide; Online Help Chapter 6, Warranties, in this guide; Online Help
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Table 1-1.
Screen Receiving
(Sheet 9 of 13)
Location of Information About This Screen Chapter 10, Shipping and Receiving, in this guide; Online Help

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

s
Service Administration
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. Record the service providers for a warranty. Record transactions that occurred in the field, but are not yet recorded in the server database. Define the types of inventory locations that are available in the Type field of the Inventory Locations applets. Define the transaction types that are available in the Type field of the Inventory Location applets. Define the inventory bucket categories that are available in the Buckets applet. Set the destinations for barcode data in specific views, applets, and fields. Create templates for preventive maintenance service requests. Associate activity templates with preventive maintenance service request templates. 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. Record the service providers for a warranty.
Chapter 9, Logistics Management, in this guide; Online Help Chapter 12, Preventive Maintenance, in this guide; Online Help
Chapter 6, Warranties, in this guide; Online Help
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Table 1-1.
Screen Service Inventory
(Sheet 11 of 13)
Location of Information About This Screen Chapter 7, Service Inventory, in this guide; Online Help
Functions of the Views in This Screen Set up inventory locations. Associate inventory locations with products and buckets (availability and status of products). Produce orders, using the Replenishment engine, to replenish products in inventory. List pending orders to replenish an inventory location. Record vendors who may supply products for a selected inventory location. Set up the physical hierarchy of inventory locations or relationships used in inventory replenishment or order fulfillment. Set the roles of personnel associated with selected inventory locations. 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. Automatically produce orders to replenish the product in inventory. View pending orders to replenish a location.
Chapter 9, Logistics Management, in this guide; Online Help
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Table 1-1.
Screen
(Sheet 12 of 13)
Location of Information About This Screen Chapter 2, Service Support, in this guide; Online Help

s s
Service Requests
Create and track service requests. Choose a template to define the activities that can resolve a service request. Add activities to a service request and assign field service engineers to each activity. Check for warranties covering an asset, the symptom reported for the asset, and its resolution. View the invoices against this service request and automatically generate invoices for billable orders and activities. Obtain benchmarks of performance for a service request. Describe the defects in the components requiring service. View orders related to service requests. View the valid hours of coverage for a service request, based on a selected entitlement. Obtain answers to frequently asked questions (FAQs), and information from related service requests, and search for information. Record and display solutions to repetitive service activities, plus search functions: Related SRs, Encyclopedia, and Search. Identify the warranties that are associated with a service request on a selected date. Automatically create invoices based on the information provided for a service request.
s s
Chapter 3, Field Service Activities, in this guide; Online Help Chapter 6, Warranties, in this guide; Online Help Chapter 13, Invoices, in this guide; Online Help
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Table 1-1.
Screen Shipping
(Sheet 13 of 13)
Location of Information About This Screen Chapter 10, Shipping and Receiving, in this guide; Online Help
Functions of the Views in This Screen Record pick tickets to process orders for shipment. Record the shipment of allocated line items on a pick ticket and generate inventory transactions. For repairs, associate a defective material tag with a shipment to track it throughout the repair cycle. For repair orders only, record the shipment of allocated line items on a pick ticket and generate inventory transactions. Associate waybills with pick tickets. Combine line items for existing pick tickets into a single pick ticket.
Siebel Assistant Administration
Sets up activity templates with associated details, steps, skills, parts and tools, and instructions. Set up activity templates. Describe additional conditions for activity templates. Describe additional conditions for service activities. Record the recommended steps in a service activity. Record the skills required to complete a service activity. List the parts and tools required to complete a service activity. Record instructions for a service activity.
Chapter 2, Service Support, in this guide Chapter 3, Field Service Activities, in this guide
s s
Solutions
Record solutions to repetitive service activities.
Chapter 3, Field Service Activities, in this guide; Online Help
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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. As an example, it also shows the list of views that can be accessed from the Service Administration submenus.
Figure 1-4.
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. For information on this, see the Siebel Server Installation Guide and the Siebel Server Administration Guide.
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Administrative Tasks
To log on to your Field Service database as the Siebel administrator, start the application, and log on using the user name and password assigned by your database administrator. Generally, the Siebel administrator connects to the server database.
This section describes the types of administrative tasks required for Field Service. Instructions for performing these tasks are provided in this guide and in other guides in the Siebel eBusiness Applications documentation set. For instructions on administrative tasks related to Field Service, see the guides for those products.
NOTE: This guide assumes that you have successfully installed Field Service. If you have not yet installed the application, see the Siebel Server Installation Guide or the Siebel Upgrade Guide. If you plan to use Siebel Remote, you must complete additional implementation tasks described in the Siebel Remote and Replication Manager Administration Guide.
The following administrative tasks are required:

s
Implementation and application administration. You must define and structure a
number of elements that are used throughout the application. These include currencies, exchange rates, organizations, divisions and positions in your organization, users and their responsibilities, service territories, and so on. These tasks are described in the Siebel Applications Administration Guide.
s
Product management and administration. Field Service provides two tables for
product information: an internal product table and an external product table for competitive products. In addition to populating these tables, you must define a product categorization hierarchy, specify product features, and specify settings for products that will be tracked in inventory. You can also define price lists and associate them with products. These tasks are described in the Siebel Marketing Administration Guide and the Siebel Pricing, Costing, and Rate List Administration Guide.
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Marketing administration. All the various elements of marketing information must
be defined and set up for your implementation. These include accounts, contacts, vendors, and so on. These tasks are described in Using Siebel Applications.
s
Assignment administration. Siebel Assignment Manager allows you to
automatically assign the appropriate people to specific tasks. Instructions for using Siebel Assignment Manager can be found in the Siebel Assignment Manager Administration Guide.
s
Templates. Service and preventive maintenance plans use activity and service
request templates to define efficient service calls. These tasks are described in the Siebel Assistant Administration Guide.
s
Agreements and Entitlements. Service and preventive maintenance plans are
based on contracts and entitlements that customers purchase. Setting up service agreements and entitlements is described in the Using Siebel Applications and Chapter 4, Service Agreements, in this guide.
s
Inventory. 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, Service Inventory and Chapter 9, Logistics Management in this guide.
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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
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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 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
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About This Chapter
About This Chapter

This chapter describes how Siebel Field Service processes incoming service requests, then dispatches and manages the activities of field service engineers. The new Dispatch Board feature provides for assigning field service engineers and scheduling field service activities in one easy step, using an intuitive graphic user interface. Field Service is designed so that field service engineers can work from activities. Activities are displayed on the engineers calendars, and contain the information they need to assess the requirements of a service call, carry out the service in the most efficient way, and report on its execution. Detailed information is provided for field service activities, including steps to carry out these activities, recommended parts and tools, required skills, instructions, field part movements to transfer inventory to the field engineer and customer, a log of expenses, and a record of time. These are the common types of activities:
s s
Service activities (research, call, correspondence, and so on). Field engineer activities that can be dispatched to field engineers. FSE activities fall into these major categories:
s s s
Break/Fix Installation Preventive maintenance
Repair activities in the repair depot, for repair and return calls.
You can create field activities manually either as stand-alone activities or activities attached to a service request. You can also use an activity plan template to automatically generate a set of activities and attach these activities to a service request. The activities provide all relevant information to carry out these tasks.
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Business Scenario
Business Scenario
A service center receives a customer request for service. In response, service center personnel use Siebel Field Service to carry our these components:
s s s s s
Verify the contact and the account with the customers company. Verify the service agreement and entitlements for the account. Create a service request. Generate required field service activities. Assign the activities to a field service engineer with the appropriate location, skills, and tools. 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. Locate the required parts in inventory, or place an order for the parts. Check orders linked to field service activities. Check the status of field engineer activities on customer callback.
s s s s
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Business Scenario
The business scenario for setting up a service call is illustrated in Figure 2-1.
Receive Service Call
Entitlement
Generate Field Engineer Activities
Generate Service Request
Assign Activity and Schedule
Perform Activity
Figure 2-1.
Service Scenario of Call Center and Field Engineering Operations
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Concepts and Terms
Concepts and Terms

Account
A customer/company that has any business relationship with a field service company, or that has products which may require service. A collection of activities which, when carried out in the correct sequence, meet a specific objective; for example, repairing an asset. An activity plan consists of an activity template plus the start date and time for the activities. A pre-determined collection of activities used to populate an activity plan. These activities solve a service objective. The data and time required to meet the response time requirements of an entitlement. A document that defines the level of support for specific accounts, contacts, and products, including the response time and the service level that customers can expect. The values that characterize a level of service; for example, response time. A record in Siebel Field Service that maintains information about activities performed by field service engineers or repair technicians. This is an extension of Siebel Activity, with Field Service customizations that specifically meet the requirements of engineers reporting complex, standardized service activities, including work done in response to a service request, assignment and scheduling of field activities, and tracking of tools and parts.
Activity plan
Activity template Commit time Entitlement
Entitlement metric Field service activity
Field service engineer An employee trained to respond to a customers request for on(FSE) site service and repairs. Organization Service agreement
A attribute that limits the visibility of data to part of the company. Service agreements specify the terms and conditions of service provided to customers. A service agreement may have several entitlements. A record of a customers request for information about or assistance with products or services. A service request tracks all customer input and field service responses.
Service request
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Application Overview
This section includes detailed procedures for using the screens and features provided for service support. For details on individual screens, see Screens and Views for Service Support on page 2-21.
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
The Dispatch Board allows you to select field service staff on the basis of territory and skills, then assign and schedule specific activities for these engineers on a convenient service calendar. The Assignment Manager provides a ranked list of personnel who are best qualified to carry out specific service activities. By selecting the suitable assignment method (batch or best fit, for example), you can simplify the task and fully automate the process (see the Siebel Assignment Manager Administration Guide).
After the activity has been assigned, you can notify the field engineer using the Workflow Manager to send, for example, a page or an email. See the Siebel Workflow Manager Guide for more details on using the Workflow Manager.) The engineer can then synchronize a mobile PC to obtain details about the activity.
NOTE: When a field service activity involves shipping a part to the repair center, a service request can link repair activities with field engineer activities. For more information about repair activities, see Chapter 11, Repairs.
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Activity Templates and Plans

Activity templates are a collection of pre-defined activities, defined by experts, that are used to create a set of activities that are exact copies of the template activities. The activity templates are attached to service requests and repair records. In the Activity Plans applets on the Service Requests, Accounts, and Repairs screens, only the activity templates for that type of activity are visible in the picklist for the Templates field. Once a template is selected, all the activities and the child records of that activity (using deep copy) are instantiated.
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. This check box is in Activities Field Service Details.
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, see Activities Screen on page 3-16.
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Using Service Requests

Use these procedures to carry out service requests. For procedures to set up service requests, see Setting Up Territories and Schedules on page 2-62, Setting Up Dispatchers on page 2-63, and Dispatch Board Schedules on page 2-63.
To verify an account
1 Choose Accounts All Accounts (see Accounts Views on page 2-26). 2 In the Accounts applet, query the account by name (Account field). 3 The account information appears in the list and form applets.
To verify the contact placing a service call

1 Choose Accounts All Accounts (see Accounts Views on page 2-26). 2 In the Accounts applet, query the account by name (Account field). 3 Click the account name to go to the Contacts view (see Contacts View on page 2-27).
The list of authorized contacts appears in the Contacts applet.
To check the service agreements and entitlements for an account

1 Choose Accounts Agreements (see Service Agreements and Entitlements Views on page 2-28). 2 In the Agreements view, query the account by name (Account field).
The list of agreements appears in the Agreements applet.
3 Click the name of this agreement.

The Entitlements view appears, with a list of entitlements for the selected agreement. Note the start and end dates for the entitlements.
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To create 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.
To check the entitlements for a service request

1 Choose Service Requests All Service Requests (see Service Requests Views on page 2-33). 2 Select an existing service request. 3 Click the Verify button.
The Pick Entitlement dialog box appears. Only entitlements that match the criteria appear. Therefore, if no entitlements appear, the selected service request is not entitled to receive service.
4 Select an existing entitlement from the entitlements related to the service request, and then click Pick.
To add activity plans to a service request

1 Choose Service Requests Activity Plans (see Activity Plans View on page 2-36). 2 Query the service request. 3 In the Activity Plans applet, create a new record. 4 Choose a template from the Template column.
For more information on how to set up and configure activity plans, see Table 2-1 on page 2-21.
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To add activities to a service request

1 Choose Service Requests Activities (see Activities View on page 2-36). 2 In the Service Requests applet, query the service request. 3 In the Activities applet, create a new record. 4 Fill in the Description column. 5 Complete the other fields, as needed.
To update activities for a service request

1 Choose Service Request All Service Requests (see Service Requests Views on page 2-33). 2 Select a service request. 3 Choose Service Requests Activities (seeActivities View on page 2-36). 4 In the Activities applet, select a record. 5 Enter or update the activity information.
To create activities on the Dispatch Board

1 Choose Dispatch Board Dispatch Board (see Dispatch Board View on page 2-48). 2 Complete one of the following:
s
In the Unplanned Activities applet, reduce the tree to the top-level folder (Pending Field Engineer Activities), then right-click and choose Add Child from the menu; or In the Field Engineer Activity applet, right-click anywhere, then choose New Record from the menu.
3 In the Field Engineer Activity applet, complete the Description field and all required fields.
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To assign field service engineers to service activities manually

1 Choose Service Requests Activities (see Activities View on page 2-36). 2 In the Service Requests applet, query the service request. 3 Select the activity in the Activities applet. 4 Click the Assigned To column and choose the name of an employee from the dialog box.
To assign field service engineers automatically using the Assignment Manager

1 Choose Service Requests Activities (see Activities View on page 2-36). 2 In the Service Requests applet, query the service request. 3 Select an activity in the Activities applet. 4 Click the Assign button in the Activities applet.
A dialog box appears with names of field service employees ranked in order of preference.
5 From the dialog box, choose the employee who will be the owner of this activity.
The suggested assignments are based on a variety of criteria including workload and skills, set up using the Assignment Manager. For instructions on configuring the Assignment Manager, see the Siebel Assignment Manager Administration Guide.
NOTE: The Lock Assignment flag for the activity must be unchecked (see Rules
for Assigning Activities on page 2-38).
To add field service engineers to the Dispatch Board

1 Choose Dispatch Board Dispatch Board (see Dispatch Board View on page 2-48). 2 In the Planned Activities applet, select one individual FSE from the picklist for the Employee field. Leave this field blank for no individual engineer.
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3 Click Refresh.
The name of the engineer appears in the Planned Activities calendar.
4 In the Planned Activities applet, select all engineers in a territory from the picklist for the Territory field. Leave this field blank to omit engineers from any specific territory. 5 Click Refresh.
The names of the engineers appear in the Planned Activities calendar.
NOTE: Light gray boxes to the right of an engineers name indicate available hours in the schedule of that FSE. Dark gray boxes indicate hours that are not available for activities. Horizontal bars indicate activities already assigned and scheduled.
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). 2 In the Employee Query Skill list applet, choose a class of skill. 3 In the Employee Query Skill Item applet, choose a specific skill.
NOTE: You can choose only one skill at a time. The Dispatch Board uses only
your last choice.
4 Choose the Dispatch Board view (see Dispatch Board View on page 2-48). 5 In the Planned Activities applet, click Apply Skills.
Only those engineers with the selected skill appear in the applet.
6 To remove the constraint of the applied skill from this list of FSEs, click Refresh.
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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). 2 Drag an unscheduled activity from the Unplanned Activities applet to the schedule for an FSE.
The activity appears as a horizontal bar. Holding the cursor over this bar displays a popup window containing a description of the activity.
NOTE: To assign an activity, it must have a type, description, and duration
displayed in the Field Engineer Activity applet.
3 Drag activities to other days, hours, or schedules of FSEs, as needed. 4 To remove an activity, drag it back to the Unplanned Activities applet.
To assign an activity with an inappropriate date, 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. In the Field Engineer Activity applet, change the date in the No Later Than Date field. This changes the date in the No Later Than field.
To make sure that unassigned activities appear in the Dispatch Board

1 Choose Activities All Activities (see All Activities View on page 3-17). 2 Select or query an activity. 3 Delete the contents of the Assigned To field. 4 Delete either the Planned Start or Planned Completion date.
Make sure that the Lock Assignment flag for the activity is unchecked (see Rules for Assigning Activities on page 2-38). 2-14
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To search for related service requests

1 Choose Service Requests All Service Requests (see Service Requests Views on page 2-33). 2 Select a service request for which you need information. 3 Choose the Solution Search view (see Solution Search View on page 2-46). 4 In the Service Request applet, click Related SRs.
Key search criteria values appear in the Product, Area, and Sub-Area fields. Enter more search criteria in the other fields to narrow your search.
5 Choose Execute Query from the Query menu.

The Solutions list applet shows a list of all the solutions that matched the search criteria. The Solutions form applet shows details of each solution.
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). 2 Select a service request for which you need information. 3 Choose the Solution Search view (see Solution Search View on page 2-46). 4 In the Service Request applet, click Encyclopedia.
This executes a search on the value in the Area field of the Service Request applet. The All Decision Issues view appears, showing useful information for resolving the service request, such as a script for discussing the issue with the customer, related issues, and literature.
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To perform full-text searching

1 Choose Service Requests All Service Requests (see Service Requests Views on page 2-33). 2 Select a service request for which you need information. 3 Choose the Solution Search view (see Solution Search View on page 2-46). 4 In the Service Request applet click Search.
The Siebel Search Contents dialog box appears.
5 In the Query field, type the search string you want to find. 6 To narrow the search, click Subset and then select the subset you want to search. 7 If you want to search all records, click All. 8 Click Search.
A list of items that contain the search string appears in the Results box. The records are ranked according to how many times the search string appears. They appear in the order in which they are most likely to be useful to you.
9 To preview any of the items in the list, double-click it.

If the item is a document, it appears at the bottom of the Search Contents dialog box. Each occurrence of the search string is highlighted. Use the First, Next, Prev, and Last buttons to go to the search strings. If the item is a database record, your Siebel application locates and displays this information.
10 If you want to review the document in its original application, click Launch.
Reviewing the document in its original application allows you to see the original formatting. However, search strings are not highlighted.
11 To add a solution to a service request, select it in the Results list, and click Add.
The selected solution appears in the Solution applet.
NOTE: You can start Siebels text search from anywhere in Siebel Field Service by
choosing Search from the Edit menu or by pressing CTRL-G. For more information, see the Siebel Search Guide.
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To update the status of field engineer activities

1 Choose Service Requests Activities (see Activities View on page 2-36). 2 In the Service Requests applet, query the service request. 3 Select an activity in the Activities applet. 4 In the Activities applet, click in the Status column. 5 From the picklist, choose a new status.
To check the status of materials ordered for an activity

1 Choose Service Requests Activities (see Activities View on page 2-36). 2 In the Service Requests applet, query the service request. 3 Select an activity in the Activities applet. 4 Click the activity type.
You see Activities Attachments.
5 Choose Activities Recommended Parts & Tools (see Recommended Parts and Tools View on page 3-28).
The Status field shows the status of parts ordered for this activity.
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). 2 Select a service request. 3 Choose Service Requests Product Defects. 4 In the Product Defects applet, add a new record. 5 In the Add Product Defects dialog box, choose a defect or click New to define a new defect.
An existing product defect is associated with a product.
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6 To change the product associated with this defect, click the Product field. 7 In the Products dialog box, select a product or click New to add products from the Add Product dialog box.
To check the steps involved in an activity

5 Choose Activities Steps (see Steps View on page 3-30).

This shows a list of steps required for this activity.
To check skills needed to perform an activity

5 Choose Activities Skills (see Skills View on page 3-29).

This shows a list of skills required for this activity and a list of the parts with their required level of technical skill.
To check field part movements

1 Choose Service Requests Activities (see Activities View on page 2-36). 2 In the Service Requests applet, query the service request. 3 Select an activity in the Field Engineer Activities applet.
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4 Click the activity type.

5 Choose Activities Field Part Movements (see Field Part Movements View on page 3-22).
The Field Part Movements applet shows the parts involved in this activity.
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). 2 In the Service Requests applet, select a service request. 3 In the Field Service Details applet, click the Symptom Codes field and choose a symptom from the Symptom Codes dialog box. Or click New in this dialog box to define a new symptom code. 4 In the Field Service Details applet, click the Resolution Code field and select a resolution code from the dialog box.
To review orders linked to service requests

1 Choose Service Requests All Service Requests (see Service Requests Views on page 2-33). 2 Select a service request. 3 Choose Service Requests Orders. 4 The RMAs/Service Orders applet shows the orders associated with this 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). 2 Select a service request. 3 Choose Service Requests Invoices (see Invoices View on page 2-40).
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4 Click Auto Invoice to automatically generate an invoice. 5 Click the invoice number.
You see Billings Line Items.
6 From the Reports menu, choose Customer Invoice. 7 In the Siebel Report Viewer window, click the Print button.
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). 2 Select a service request. 3 Choose Service Requests Metrics.
To close a service request

When a service request is resolved, change its status to Closed. You can change the status on any Service Request applet. Service requests that are closed are frozen so that changes cannot be made to the service request. The status of a service request must be changed to Re-opened before changes can be made.
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.
1 Choose Service Requests All Service Requests (see Service Requests Views on page 2-33). 2 In the Service Request form applet, set Status to Closed.
The Sub-Status field automatically changes to Resolved and sets the closed date and time to the current date and time.
NOTE: After you close a service request, the record is available on a read-only
basis.
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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.
Setting Up Service Support

Service support and call center activities are set up and configured on screens and views listed in Table 2-1. For details and procedures, see the Siebel Applications Administration Guide, Setting Up Territories and Schedules on page 2-62, Setting Up Dispatchers on page 2-63, and Dispatch Board Schedules on page 2-63.
Table 2-1.
Screens Application Administration
Screens and Views for Setting Up Service Support

Views Employees Employees Role/Procedures (Click to see full procedure.) Records data for service employees, including responsibilities and positions. See: To assign a schedule to an employee on page 2-63 Associates employees with responsibilities and sets access to Siebel screens and views. See: To add a user with the responsibility of a dispatcher on page 2-63 Defines the parameters for evaluating field service activities. Defines standard work schedules. See: To set up schedules on page 2-62 Associates employees with assignment rules. See: To assign employees to territories on page 2-62 Sets up the rules and policies for automatic assignment of field service staff. See: To assign employees to territories on page 2-62 Sets up activity templates with associated details, steps, skills, parts and tools, and instructions.
Responsibilities
Service Metrics Schedules All Schedules Assignment Administration Assignment Employees
Assignment Rules
Siebel Assistant Administration
Activity Templates
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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.
Table 2-2.
Screen Accounts
Screens and Views for Using Service Support

Views Accounts
(Sheet 1 of 3)
Role/Procedures (Click to see full procedure.)

Verify an account for the business placing a service call. 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. 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, products, and contacts associated with an account.
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Table 2-2.
Screen Service Requests

Views Service Requests
(Sheet 2 of 3)

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 activity plans to a service request on page 2-10 Add activities to a service request and assign field service engineers to each activity. 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, the symptom reported for the asset, and its resolution. View the invoices against this service request and automatically generate invoices for billable orders and activities. Obtain benchmarks of performance for a service request. See: To view the performance measurements (metrics) for a service request on page 2-20 Describe the defects in the components requiring service. View orders related to service requests. View the valid hours of coverage for a service request, based on a selected entitlement.
Obtain answers to frequently asked questions (FAQs), information from related service requests, and search for information.
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Table 2-2.
Screen Dispatch Board

Views Dispatch Board
(Sheet 3 of 3)

Select field service engineers to carry out activities and schedule these activities. See: To create activities on the Dispatch Board on page 2-11 To assign an activity with an inappropriate date, 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 select a subset of field service engineers based on a skill on page 2-13
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Accounts Screen
Accounts Screen
Using the Accounts screen, a customer service representative checks that the customer has a service agreement and the terms of that service. 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).
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. 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
is in a different business. However, if this person is logged in to Siebel Field Service, this record does not appear in the All Accounts view.
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Accounts Screen
Accounts Views
The All Accounts view, 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. Table 2-3 on page 2-27 describes the fields in this view.
Figure 2-2.
All Accounts View
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Accounts Screen
For information on using the Accounts applets, see Accounts in Using Siebel Applications.
Table 2-3.
Field Organization
Organization Field in the Accounts List Applet

Description The name of the business to which this account belongs, chosen from a dialog box.
Contacts View
The customer service representative uses this view, Figure 2-3, to verify the person placing a service call.
Figure 2-3.
The Contacts Applet in the Contacts View
For information on using the Contacts view, see Contacts in Using Siebel Applications.
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Accounts Screen
Service Agreements and Entitlements Views

The CSR uses the Service Agreements and Entitlements views, Figure 2-4 and Figure 2-5 on page 2-29, to verify coverage for the service. With an account selected in the Accounts screen, the CSR selects the Entitlements view to verify that the entitlements are valid.
Figure 2-4.
Service Agreements View
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Accounts Screen
Figure 2-5.
Entitlements View
For information on using the Agreements and Entitlements views, see Entitlement Verification in Using Siebel Applications and Agreements, Entitlements, and Entitlement Verification in the Siebel Applications Administration Guide. Also see All Agreements View on page 4-12 and Entitlements View on page 4-20.
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Accounts Screen
Service Profile View

The Service Profile view, Figure 2-6, records the assets, products, and contacts associated with an account.
Figure 2-6.
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.
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Accounts Screen
Table 2-4 describes the fields in the Products applet. These fields are read-only, except for Product and Comments.
Table 2-4.
Field Product Product Type Version Description Vendor Vendor Site Competitor Comments
Selected Fields in the Products Applet

Description The name of a product, chosen from a dialog box. The category of product, filled in automatically. The version of the product, filled in automatically. A description of the product, filled in automatically. The vendor for this product, filled in automatically. The address of the vendor, filled in automatically. A check box indicating that this account is a competitor; filled in automatically. A type-in field for comments.
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Service Requests Screen

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

The Service Requests views, Figure 2-7, 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.
Service Requests Views
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Table 2-5.
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. Only entitlements that match the criteria are displayed. If no entitlements appear, the selected service request is not entitled to receive service. This button is used to choose an owner for a selected service request. Clicking Assign produces a dialog box with a list of field service employees, ranked based on administrative criteria. Choose the employee who will be the best fit. A unique number assigned to this service request. Clicking on this number takes you to the Activities view. A brief description of the service request. The name of the account, chosen from a dialog box. A type-in field for a reference supplied by the customer. The last name of the accounts contact person, chosen from a dialog box. Choosing this name fills in the other contact fields, including the Contact Account field. The serial number of an asset that is associated with this service request, chosen from a dialog box. The version of the asset. This field is filled in when the serial number is chosen, or it is chosen from a dialog box. The external products involved in the service request, displayed in a dialog box. A unique number assigned to an asset. The name of the product associated with the asset number field, chosen from a dialog box. A check box indicating that the activities associated with this service request are billable. The price list used to bill these service activities, chosen from a dialog box. The rate list used to bill hourly services, chosen from a dialog box.
Assign
SR Number Abstract Account Customer Ref Number Contact Last Name
Serial Number Version Profile Asset Number Product Billable Flag Price List Rate List
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Table 2-5.
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 dialog box. The service group that is responsible for this service request, chosen from a dialog box. The degree of impact on the customer, chosen from a picklist, for example, Critical, High, Medium, or Low. A scale for prioritizing the importance of a service request, chosen from a picklist, for example, Very High, High, Medium, or Low. The status of the service request, chosen from a picklist, for example, Open, Closed, or Canceled. More information on the status of a service request, chosen from a picklist, for example, Assigned or In Process. The name of the entitlement that covers this service request, chosen from a dialog box. This choice is linked to the Commit Time field. The required data and time to meet the response time requirements of an entitlement. Choosing an entitlement name automatically generates a value for this field, based on the response time in the Service Request Metrics applet, the service calendar, and the date the service request was opened. The name of the business to which this service request belongs, chosen from a dialog box. Note that hyperlinks from the Service Requests screen (for example, in the SR Number or Account field) display information on the linked screen even if it is not in the same business.
Status Sub-Status Entitlement Name
Commit Time
Organization
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Activity Plans View

Using the Activity Plans applet, Figure 2-8, a field service manager can choose a template to define the activities to resolve a service request. Table 2-6 describes the fields in this view.
Figure 2-8. Table 2-6.

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. The default is the date and time that the record is created. A set of activities for recurring tasks, chosen from a picklist. This check box prevents inclusion of this activity on the service calendar.
Start Date/Time Template Suppress Calendar
Activities View
Using the Activities applet, Figure 2-9, a field service manager can add activities to a service request and assign field service engineers to each activity. Table 2-7 on page 2-37 describes the fields in this view. See the Dispatch Board (Dispatch Board Screen on page 2-47) for the preferred way to assign and schedule activities at the same time.
Figure 2-9.
Activities Applet in the Activities View
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Table 2-7.
Field/Button Refresh Internal
Selected Fields in the Activities Applet

Description The Refresh button refreshes all records in the Activities applet, showing new records or changes to existing records. A check box indicating that this activity is internal to the service business and should not be visible to a customer over the Internet. The name of an activity, chosen from a picklist; for example, Demonstration or Installation. A picklist of priorities, for example, High, Medium, or Low. A picklist for the current state of a service process; for example, Not Started or In Progress. A capsule description of the activity, chosen from a picklist. The name of the field service engineer or other person responsible for this activity. Required description of an activity. The date on which the activity is scheduled. A check box turning on a reminder for this activity. For those activity records which are entered into the Calendar, the alert is displayed on the users desktop screen at the date and time specified. The estimated length of the activity, chosen from a picklist. The total time spent on a service call. A type-in field. The date and time the activity is completed. The name of the customer contact for this service request, chosen from a dialog box. The person creating this activity, chosen from a dialog box. A descriptive code for the resolution of this activity. A check box indicating that this activity is billable to the customer. A type-in field for the cost of this activity.
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, but they can be standalone; for example, for preventive maintenance. For complex stand-alone activities, it may be convenient to formalize these activities by creating a service request.
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Rules for Assigning Activities

Activities can be assigned using the Assignment Manager, or assigned and scheduled at the same time using the Dispatch Board. The Assign button in the Service Request applet (and in the Unplanned Activities Detail applet, Dispatch Board Dispatch Board view) runs the Assignment Manager. When an activity is created with the category set to Field Engineer Activity, Repair Activity, or Preventive Maintenance, the Lock Assignment flag, by default, is not checkedmeaning that the Assignment Manager automatically assigns this activity. Other activity types are excluded from assignment. Use Siebel Tools to change this to assignment for all activity types (set ASGN_USR_EXCLD_FLG to N; the default is Y). 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. If this flag is checked, the Assignment Manager excludes this activity.
Field Service Details View

The Field Service Details view, Figure 2-10, provides a check for warranties covering an asset, the symptom reported for the asset, and its resolution. Table 2-8 describes the fields in this view.
Figure 2-10. Field Service Details Applet in the Field Service Details View
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Table 2-8.
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 marks appear next to the types of warranty: Product, Components, and Manufacturer. To check on warranties active on another date, change the date in the Warranty As of field and click again on this button. For information about warranties, see Chapter 6, Warranties.
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.1 A check box indicating that this type of warranty is in effect on the specified date.1 A check box indicating that this type of warranty is in effect on the specified date.1 The date that Check Warranty uses to validate warranties. The number of the asset:
s
If there is a serial number, then the asset number is set equal to the serial number. If this is a non-serialized asset, there is an asset number but the serial number is null.
Symptom Code
A description of the symptom that triggered this service request, chosen from a dialog box. see the following section, Symptoms for a Service Request on page 2-40. The resolution of this service request, chosen from a dialog box. The level of service for this product and account, chosen from a dialog box.
Resolution Code Entitlement
1. For information about this type of warranty, see Concepts and Terms on page 6-3.
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Symptoms for a Service Request

Symptoms are tied together with Service Requests and Activities. For any problem description there might exist one or more failure symptoms. For example, a service request with a problem description System Slow might be due to problems with hardware or outdated software. The customer can report some symptoms (on a service request), while the FSE can find other symptoms and report them on site (as part of an activity), and the repair technician may report other symptoms in a repair station (as part of a repair activity). 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, 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.
Invoices View
The Invoices view, Figure 2-11, shows the invoices against this service request. Click Auto Invoice to generate an invoice using orders and activities that have a billable flag set. For more information about invoicing and the Invoice engine, see Chapter 13, Invoices.
Figure 2-11. Invoices Applet for Service Requests in the Invoices View
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Metrics View
The Metrics view, Figure 2-12, provides benchmarks of performance for a service request. All fields are read-only. Table 2-9 describes the fields in this view.
Figure 2-12. Metrics Applet for Service Requests in the Metrics View Table 2-9.
Field Type Value Units
Selected Fields in the Metrics Applet
Description The name of the measurement of performance; for example, Response Time. The measurement of performance; for example, 4 hours. The units of the measurement.
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Product Defects View
The Product Defects view, Figure 2-13, describes the defect in the component requiring service. To add a new record to the Product Defects applet, choose a predefined product defect from a dialog box or define a new product defect. Table 2-10 describes the fields in this view.
Figure 2-13. Product Defects Applet in the Product Defect View Table 2-10.
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.
(Sheet 1 of 2)
The name of the product, chosen or entered from a dialog box. A type-in field for a description of the defect. The degree of the defect, chosen from a picklist; for example, Crash/Data Loss or Minor Error. The importance of the defect, chosen from a picklist; for example, Very High, High, Medium, or Low. The state of the service for this defect, chosen from a picklist; for example, Pending or Closed. Additional state of the service for a defect, chosen from a picklist; for example, Assigned or Not a Defect. Categories for the service request activities, chosen from a picklist; for example, Installation or Upgrade. The additional categories for the service request activities, chosen from a picklist.
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Table 2-10.
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. The name of a group in the service business that is responsible for carrying out this service, chosen from a dialog box. The date the defect record was created. The date the defect was corrected. A category of defect, chosen from a picklist, for example, Documentation or Hardware Defect. The cause of the defect, chosen from a picklist; for example, Abnormal Usage or Design Error. The name of the person in the service business who reported the defect. The date the service request was filed.
Date Reported Date Closed Type Cause Reported By Date Opened
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Orders View
The Orders view, Figure 2-14, displays orders related to service requests. Table 2-11 describes the fields in this view.
Figure 2-14. RMAs/Service Orders Applet in the Orders View Table 2-11.
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. A check box indicating that this order is being processed. A number automatically assigned to this order. The type of order, chosen from a picklist; for example, Internal Order, Purchase Order, or Service Order. The current state of an order, chosen from a picklist; for example, Open, Pending, or Shipped. The name of the customer account receiving this order, chosen from a dialog box. The number of the order from the customer. The priority of an order, chosen from a picklist; for example, High, Medium, or Low. A check box indicating that this order was approved. A check box indicating that this order is billable to the customer. The name of the price list for billing this order, chosen from a dialog box. A discount chosen from a picklist and applied to this order.
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Service Calendar View

The Service Calendar view, Figure 2-15, displays the valid hours of coverage for a service request, based on the selected entitlement.
Figure 2-15. Service Calendar Applet In the Service Calendar View
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Solution Search View

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

The Field Service Dispatch Board view, Figure 2-17, provides a color-coded Gantt chart which displays the schedules of multiple employees. Dispatchers use this screen to assign and schedule field service activities.
Figure 2-17. Field Service Dispatch Board View
Field service engineers are selected on the basis of geographic location (territory) and skills. Drag-and-drop capabilities fit the activities to the schedules of selected engineers.
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Use the Dispatch Board to carry out these tasks:

s s
Select field service engineers who might perform an activity. Select subsets of the engineering staff based on a particular skill, ability, or previous experience with a product. Assign unscheduled activities to specific field service engineers and time slots. View the existing commitments of field service engineers and schedule new activities as appropriate.
s s
All activities without a planned start or planned completion date automatically appear in the Dispatch Board. These may be generated automatically by an activity plan, manually in any Activities view on the Activities screen, or manually in the Dispatch Board Dispatch Board, Unplanned Activities applet.
Dispatch Board View

The Dispatch Board view, Figure 2-17 on page 2-47, provides a flexible and intuitive interface for both selection of field service engineers to carry out activities and scheduling of these activities. The white areas in the Planned Activities view indicate the available times, in hours, for employees. The gray areas indicate hours that are not planned for activities; however, they accept activities.
Unplanned Activities Applet

The Unplanned Activities tree applet can display all activities that meet these criteria: To appear in the Unplanned Activities applet, 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, the Lock Assignment flag for the activity must be unchecked (see
Rules for Assigning Activities on page 2-38).
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The tree structure for this applet contains the following hierarchy of information:
s
Pending Field Engineer Activities. These are unassigned activities.

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, Steps) changes the Field Engineer Activity applet (seeField Engineer Activity Applet on page 2-49).
Note on Using the Unplanned Activities Applet

s
If an activity does not appear in this applet, 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.
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.
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Selecting lower levels in the Unplanned Activities applet changes the Field Engineer Activity applet to one of the applets shown in Table 2-12.
Table 2-12. 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, 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, Table 2-13, describe the selected activity in the Unplanned Activities applet.
Table 2-13.
Button/Field Assign
Selected Fields in the Field Engineer Activity Applet

Description
(Sheet 1 of 2)
This button runs the Assignment Manager. A dialog box appears with a ranked list of potential field service engineers for assignment to the selected activity. Choosing an engineer places this name in the Assigned To field for this activity. This button adds new activities to the Unplanned Activities and Field Engineer Activity applet. Another user may have created these activities since the Dispatch Board was opened. The category of an activity, chosen from a picklist. click the type to go to Activities Attachments for this activity. The priority for carrying out this activity, chosen from a picklist. The earliest starting date for this activity, chosen from a calendar. The latest date for starting this activity, calculated from the No Later Than Date and No later Than Time fields. Read-only.
Refresh
Activity Type Priority No Sooner Than No Later Than
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Table 2-13.
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, which also appears in the Unplanned Activities applet. The name of the owner of this activity. If it contains the name of a field service engineer, this name does not affect the assignment of this activity. Planned time to begin an activity, chosen from a calendar. Planned time to end an activity, chosen from a calendar. The total estimated time required by an activity, in minutes, chosen from a picklist. This field is required for assigning this activity using the Dispatch Board. The status of this activity, chosen from a picklist. Activities categorized as Done or Cancelled do not appear in the Dispatch Board. The location of the account, completed automatically with the Account field. The name of the account associated with this activity, chosen from a dialog box. A type-in field for the latest starting date for this activity. Same as Due in the Activities applet (see Table 3-4 on page 3-21). A type-in field for the latest starting time for this activity. Same as Start Time in the Activities applet (see Table 3-4 on page 3-21).
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. Use these simple procedures to schedule field service activities:
s
To schedule unplanned activities for these engineers, drag the activity from the Unplanned activities applet to the appropriate line and date on the Planned Activities applet. To reschedule an activity, drag that activity to another line (field engineer) and date. To remove an activity from the schedule, drag it back to the Unplanned Activities applet.
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The calendar, which scrolls left to right to show additional days, provides for scheduling up to 168 hours per week.
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. Then click Refresh. This name is added to any names that already appear in the applet.
NOTE: Choosing a second employee from this list replaces the previous choice. The selection for employee field may be blank (none). Choosing blank removes a previous choice.
Choose the engineers that belong to a territory or group from the Territory picklist at the top of the applet. 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.
NOTE: Choosing a second territory from this list replaces the previous choice. The selections for the Territory field may be blank (none). Choosing blank removes a previous choice.
Click Apply Skills. This selects a subset of the names that already appear in the Planned Activities applet. The selection is based on the skill selected in the Employee Query view.
NOTE: If the Employee and Territory fields in the Planned Activities applet are both blank, the Apply Skills button lists all employees that possess the selected skill.
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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, using the Dispatch Board on page 2-14.
s
An unlimited number of activities can overlap (be assigned to the same hours for an FSE), but only three appear in the chart. 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 see the description of an activity bar and the properties of this activity, hold the cursor over the bar for a few seconds. Activities may be assigned to available or unavailable hours in an FSEs schedule. Any activity in the Planned Activities applet can be re-assigned or rescheduled, including previously assigned activities. The Planned Activities applet initially shows the current day at the left end. Scroll to the right to see earlier days in the schedule. The default chart shows two days earlier and five days ahead (total of seven days). Double-click an activity to see more information about it. You see Activities Field Service Details. To remove a single employee from the Dispatch Board, in the Employee field of the Planned Activities applet, choose the blank position at the top of the picklist. Then click refresh. Note that this field allows the addition of only one employee at a time, or the removal of only the same employee. Clicking on the name of an employee shows the employees skills. You see Employees Employee Skills. This link only works if the employee has assigned activities.
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Dragging an activity from the Planned Activities applet back to the Unplanned Activities applet erases the Assigned To, Planned Start, and Planned Complete fields, effectively unassigning the activity. The assignment of an activity and its duration may be changed from the Dispatch Board Field Engineer Activity applet or from Activities All Activities.
NOTE: If an employee does not appear in a Territory, that employee can be added on Assignment Administration Assignment Employees. Administrators should have access to this screen. See To assign field service engineers automatically using the Assignment Manager on page 2-12 and the Siebel Assignment Manager Administration Guide.
Changing the Behavior of the Planned Activity Applet

Field Service provides control over many aspects of the Planned Activity applet, from Options on the View menu. Go to the Dispatch Board tab, Figure 2-18, in the Options dialog box. Table 2-14 on page 2-55 describes the fields in this tab.
Figure 2-18. Dispatch Board Option Dialog Box
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Table 2-14.
Group/Field Territory Refresh
Options for the Dispatch Board View, Planned Activities Applet

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

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

The Service Requests screen provides charts for analysis, listed in Table 2-15.
Table 2-15.
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
Service Requests Analysis
(Sheet 1 of 2)
Analysis The duration of a service request as a function of priority. The duration of a service request as a function of product. The duration of a service request as a function of field service product area. The duration of a service request as a function of severity. The duration of a service request as a function of status (Open, Assigned, Pending, and so on). The priority of service requests assigned to each FSE. The status of service requests assigned to each FSE. The history of closed service requests assigned to each FSE. The history of closed service requests for each product. The number of service requests for each customer account. The number of new service requests per calendar period. The number of new service requests assigned to FSE per calendar period or per product. The number of new service requests for each product per calendar period. The number of new service requests for each product. The number of new service requests for each version of a product. Two graphs:
s s
The number of service requests as a function of severity. The number of service requests as a function of priority.
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Table 2-15.
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. 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 as a function of resolution.
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. The number of service requests for each field service product as a function of calendar period. The number of service requests for each severity level as a function of calendar period. The number of service requests logged in by a given route (email, phone, etc.) as a function of calendar period. The number of service requests with a given status as a function of calendar period.
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Service Request Reports

The Reports menu provides reports for Service Requests, listed in Table 2-16.
Table 2-16.
Report Service Request Activity (All)

Description Prints a page for each service request, with information about the service request and each of the associated activities. Prints a page for each service request, 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.
Service Request Activity (Public)
Service Request Detail Service Request Summary
NOTE: Use a query to limit reports to service requests of interest.
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Setup and Configuration

The information in this section is intended for system planners, configurators, and administrators.
Setting Up Service Accounts and Service Requests

Follow these procedures to set up service accounts and service requests.
To create customer accounts

1 Choose Accounts All Accounts. 2 Create a new record. 3 In the Account field, type in the account name. 4 Add other information, as needed.
To create service agreements

1 Choose Agreements All Agreements. 2 Create a new record. 3 In the Name field, type in the name of the agreement.
This replaces the agreement number in this field.
4 Add other information, as needed.
To create contacts for customer accounts

1 Choose Accounts All Accounts. 2 Select an account. 3 Choose Accounts Contacts. 4 Create a new record. 5 Type in a first name and last name. 6 Add other information, as needed.
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To create activity plans

1 Choose Service Requests All Service Requests (see Service Requests Views on page 2-33). 2 Select a service request. 3 Choose Service Requests Activity Plans. 4 In the Activity Plans applet, create a new record. 5 Choose a template from the picklist for this field.
To create additional activities for a service request

Service activities are automatically associated with service requests by adding activity plans. Additional activities may be added to any service request.
1 Choose Service Requests All Service Requests (see Service Requests Views on page 2-33). 2 Select a service request. 3 Choose Service Requests Activities. 4 In the Activities applet, add a new record. 5 Type in a description of the activity. 6 Complete other fields as needed.
To set up attachments for service requests

Decompressed attachments (Service Requests Attachments) are written to these two directories:
s
<install root>server/files. In the server-connected mode, this directory is used to decompress read-only files. <install>/temp. Writable attachments are decompressed in this directory.
These directories must have write access.
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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. Field service engineers are assigned to these territories on the Assignment Administration screen. Follow these procedures to assign territories and schedules for employees.
To assign employees to territories

1 Choose Assignment Administration Assignment Rules. 2 Select or create a new rule.
These rules appear in the Territory picklist on the Dispatch Board (Planned Activities applet).
3 With the new rule selected, go to the Assignment Employees view. 4 Add employees by adding new records to the Assignment Rule Employee applet. 5 Return to the Assignment Rules view. 6 Click the Release button in the Assignment Rules list applet.
When this Territory is chosen on the Dispatch Board, these employees appear in the Planned Activities applet.
To set up schedules
1 Choose Application Administration Schedules All Schedules. 2 To create a new schedule, create a new record. 3 With the new schedule selected, go to the Schedule Hours view. 4 Define the hours of the schedule. 5 Choose the All Exceptions view. 6 Pick the holidays that apply to this schedule. If a new set of holidays is needed, these can be defined in the All Exceptions view, with the hours defined in the Exception Hours view.
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To assign a schedule to an employee

1 Choose Application Administration Employees Employees. 2 In the Employees list applet, select the employee. 3 In the Schedule Name field, choose the appropriate schedule from the picklist.
The employee's schedule will appear on the Dispatch Board.
Setting Up Dispatchers
Field Service provides a responsibility for dispatchers, which shows only the views needed to complete their job. For more information on responsibilities and visibility see the Siebel Applications Administration Guide.
To add a user with the responsibility of a dispatcher

1 Choose Application Administration Responsibilities. 2 Select the Dispatcher record in the Responsibilities applet. 3 In the Employees applet, add the name of the employee who will take the Dispatchers role.
Dispatch Board Schedules

Available hours on the Dispatch Board are shown in white boxes. Available hours and the white shading are controlled by the Schedule Name field in employee records Application Administration Employees, Employees list applet (see To assign a schedule to an employee on page 2-63). The picklist for the Schedule Name field is set in Application Administration Schedules (see To set up schedules on page 2-62). For more information on schedules, see the Siebel Applications Administration Guide.
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Using Dispatch Board Queries
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).
Table 2-17. Pre-Defined Queries for the Dispatch Board
Definition of Query Due Date < Today() + 1 (i.e., anything due before tomorrow) Note that the query definition also returns any activities that were due before today. This is by design. 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, older activities that were not scheduled using the Dispatch Board may also appear. It is advisable to limit the queries to show only records created after the Dispatch Board is installed, to make that extraneous data does not appear in the Unplanned Activities applet.
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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 Instructions View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-24 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 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 Products Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-32 Product Field Service Details View . . . . . . . . . . . . . . . . . . . . . . . . 3-32
Part Browser Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-36
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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).
Service Request
Call Resolution Activities
Field Engineer Activities
Repair Center Activities
Research
Callback
Test
ECO
Repair
Upgrade
Diagnostic
Replacement
Figure 3-1.
Activities Associated with a Service Request
The activity module maintains information about field service activities performed by field service engineers or repair technicians. 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
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About This Chapter
Activities can also be generated in the absence of a Service Requestfor instance, for preventive maintenance and repair. A Service Request can be used to link repair activities with field engineer activities, when a field engineer activity involves shipping a part to the repair center. Field Engineer Activity is an extension of the Siebel Activity object, with Field Service customizations that specifically meet the requirements of engineers reporting complex, standardized service activities. The field engineer, the customer service representative, the dispatcher, and the field service manager all use Field Engineer Activity information to fulfill their roles in the service organization. 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.
NOTE: Field service activities can be stand-alone (for example, preventive maintenance activities) or, more commonly, attached to service requests. For complex preventive maintenance activities, it may be convenient to formalize the activity by creating a service request.
Service activities used by the call center and field service managers are described in Chapter 2, Service Support.
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About This Chapter
The following are the most common types of activities:

s s s
Call management activities (research, call, correspondence, and so on) Field engineer activities that can be dispatched to field engineers Repair activities in the repair depot, for repair and return calls
Field and repair activities typically use the detailed information for field service that includes steps, recommended parts/tools, skills and instructions, field part movements, expenses, and time. 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. 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. Reporting is simplified. The problem becomes easy to break up into activities that can be assigned to multiple persons.
s s
The application is designed so that field service engineers can work primarily with activities (category Field Engineer Activities). Activities are displayed on the engineers calendars, and contain the information they need to have to assess the requirements for the activity, to accept or decline it, and to report on its execution.
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Business Scenario
Business Scenario
A field service engineer is assigned to a service request, with specific activities to carry out. The call center assigned these activities when it selected and dispatched the FSE. On a small job, this may include all the activities planned to complete this service call. For a larger job, one FSE may be assigned only part of the required activities. Siebel Field Service supplies the FSE with these items:
s s s s s
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, the FSE reports the actual steps performed, parts consumed, time taken, and expenses incurred, so that management can track the status of the request. On a mobile computer, the FSE records the movement of assets between the customer site and the trunk inventory, or between different trunk inventories. Later, upon synchronization with the Field Service server, these mobile transactions are committed to the inventory database.
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This section includes detailed procedures for using the screens and features provided for field service activities. For details on individual screens, see Screens and Views for Field Service Activities on page 3-14.
Setting Up Field Service Activities

To set up activity templates
1 Choose Siebel Assistant Administration Activity Templates. 2 Create a new record. 3 For the Type field, choose from the picklist. 4 In the Name field, type in a name for the template. 5 In the Description field, type in a description.
To associate activities with a template

1 Choose Siebel Assistant Administration Activity Templates. 2 Select a template. 3 Click the Name field.
You see Siebel Assistant Administration Activity Template Details.
4 In the Service Activities applet, create a new record for each activity in the template. 5 For the Activity Type field, choose from the picklist.
To define activity plans for service requests

1 Choose Service Requests All Service Requests (see Service Requests Views on page 2-33). 2 Select a service request.
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3 Choose Service Requests Activity Plans. 4 In the Activity Plans applet, create a new record. 5 Choose a template from the picklist for the Template field.
NOTE: An activity plan includes an activity template plus a start date.
To create additional activities

Service activities are automatically associated with service requests by adding activity plans. Additional activities may be added to any service request.
To describe additional conditions for field service activities

1 Choose Activities My Activities. 2 Select an activity. 3 Choose Activities Field Service Details (see Field Service Details View on page 3-24). 4 Complete the fields in the Field Service Details applet.
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.
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3 In the Steps applet, create a new record for each step. 4 Click the Step field and choose a step from the dialog box. 5 When several steps are entered, correct the sequence of steps by typing the correct numbers into the Steps field.
To record the skills required to complete a service activity

1 Choose Activities Skills (see Skills View on page 3-29). 2 In the Field Engineering Activity list applet, select the activity. 3 In the Service Activity Skills applet, create a new record for each skill. 4 In the Item field, choose a skill category from the picklist. 5 In the Service Activity Skills Item applet, create a new record for each specific product associated with a skill category. 6 Choose a product from the Pick Product dialog box.
To record instructions for a service activity

1 Choose Activities Instructions (see Instructions View on page 3-26). 2 In the Field Engineering Activity list applet, select the activity. 3 In the Instructions applet, create a new record for each instruction. 4 Complete both the Type and Instruction fields.
To record solutions to service requests and associated product defects

1 Choose Service Requests Solutions. 2 In the Solution applet, create a new record. 3 In the Add Solutions dialog box, choose an existing solution and click Add, or click New and type the solution into the fields of the Solution applet.
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Monitoring Field Service Activities

Follow these procedures to monitor field service activities.
To review an FSEs activities

1 Choose Activities My Activities. 2 Select or query the activity to review.
NOTE: FSEs can also check the schedule for activities in the Calendar view.
To update the status of activities

1 Choose Activities My Activities (see All Activities View on page 3-17). 2 In the Activities applet, enter a value in the Status column.
To check part movements in the field

1 Choose Activities Field Part Movements (see Field Part Movements View on page 3-22). 2 In the Field Engineer Activity applet, select the activity.
A record of part movements appears in the Field Part Movements applet.
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). 2 In the Field Engineer Activity form applet, query the activity record.
The associated parts appear in the Recommended Parts and Tools list applet. The Order Status field shows the progress of receiving an ordered part.
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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). 2 In the Field Engineering Activity list applet, select the activity. 3 In the Recommended Parts and Tools applet, create a new record for each part or tool. 4 In the Part/Tool field, choose the item from the Pick Product dialog box.
Notice that the parts and tools in this dialog box have a check in the Tools column.
To check on-hand inventory using the Part Browser

1 Choose Part Browser Part Browser. 2 In the Product Inventory Location applet, select the record for the part and inventory location. 3 Check the Quantity applet for the parts availability, status, and quantity at that inventory location. Click in the Availability column (containing the name of a bucket) to see the definition of this bucket.
To check inventory levels from the Service Inventory screen

s
Choose Service Inventory Product Buckets. The Part Locator (see Part Locator on page 8-48) is intended for case-by-case fulfillment of Service Orders. The Part Locator follows the fulfillment logic specified in Figure 8-4 on page 8-9, and uses the same configuration parameters.
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To identify substitute products

1 Choose Products Product Field Service Details (see Product Field Service Details View on page 3-32). 2 In the Product applet, query the product.
The Substitute Products applet shows substitute products.
3 Click a product name to see related products and product comparisons.

You see Products Details.
Recording Field Service Activities

To enter a new activity
1 Choose Activities All Activities (see All Activities View on page 3-17). 2 Create a new record.
To enter a new activity for a service request

To associate orders with activities

1 Choose Orders RMAs/Service Orders Line Items. 2 In the Line Items list applet, select a line item. 3 In the Related Activity field, choose an activity from the Pick Related Activity dialog box.
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To delete an activity
1 Choose Activities My Activities. 2 Select an activity. 3 From the Edit menu, choose Delete Record.
To record expenses for service activities

1 Choose Activities Expense Tracker. 2 In the Field Engineer Activity list applet, select an activity. 3 In the Expense Tracker applet, create a record for each expense. 4 Check the Billable field if this activity is billable.
To record the hours spent on each service activity

1 Choose Activities Time Tracker. 2 In the Field Engineer Activity list applet, select an activity. 3 In the Expense Tracker applet, create a record for each expense. 4 Check the Billable field if these hours are billable.
To record movement of service parts in the field

1 Choose Activities Field Part Movements. 2 In the Field Engineer Activity list applet, select an activity. 3 In the Field Part Movements applet, create a record for a part that moves between trunks or customer sites in the field. 4 Click Commit to create a transaction that will be recorded in the Field Service server upon synchronization.
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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). 2 Choose the activity you are working on. 3 Select a price list, a rate list, and the Billable check box. 4 Choose the Invoices view (see Invoices View on page 3-27). 5 Click Auto Invoice.

Table 3-1 list the screens and views for carrying out field service activities.
Carrying Out Field Service Activities

Field service activities are carried out using the screens listed in Table 3-1. Click the name of a screen or view to see more information. For procedures using these screens, see Monitoring Field Service Activities on page 3-10.
Table 3-1.
Screen Activities
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; for example, change the status of an activity. See: To review an FSEs activities on page 3-10, and To update the status of activities on page 3-10. Record expenses related to an activity. Record the transfer of parts in the field between the client, a service order, or the FSEs trunk inventory. See: To check part movements in the field on page 3-10. Record instructions for carrying out an activity.
Expense Tracker Field Part Movements
Instructions
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Table 3-1.
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, manually or automatically, invoices for any activities that are marked as billable. Display key characteristics of an asset that may be recorded and tracked. Show the materials that an FSE must have to complete an activity. See: To check the availability and order status of materials for an activity on page 3-10. View the skills needed to complete successfully an activity. View the recommended procedures for carrying out an activity. Record the hours spent on each field service activity. Obtain information about replacing a defective part and about possible substitute parts. This view is a read-only version of Marketing Administration Products Product Field Service Details. 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 solutions to repetitive service activities. Record document files containing information related to a selected solution. Record document files containing information related to a selected solution. Record and display solutions to repetitive service activities, plus search functions: Related SRs, Encyclopedia, and Search.
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
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Activities Screen
Activities Screen
The Calendar screen provides another way to look at field service activities. Changing information for an activity on the Calendar views automatically changes the same information on the Activities applets that also display that activity. Similarly, changing information about an activity in any Activities view changes the same information in the Calendar views. See Using Siebel Applications for information on the Siebel calendar.
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Activities Screen
All Activities View

The All Activities view, Figure 3-2, presents all activities, both active and closed, assigned to an FSE. The FSE can use the Activities form or list applet to add activities or modify existing activities; for example, to change the status of an activity. Table 3-2 on page 3-18 describes the fields in this view.
Figure 3-2.
Activities Applets In the All Activities View
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Activities Screen
Table 3-2.
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, chosen from a picklist; for example, Demonstration or Installation. A check box indicating that this activity has an expense sheet. A check box indicating that this activity has a time sheet. A check box indicating that this activity is performed within the service business. The importance of the activity, chosen from a picklist; for example, High or Medium. The current state of the activity, chosen from a picklist; for example, In Progress or Canceled. An estimate of the percentage toward completion of this activity. Detailed information about an activity. Required. The name of the FSE. The estimated length of the activity in minutes. Length of the customer call. A type-in field for estimated cost of this activity. The price list to use for this activity, chosen from a picklist. The hourly rate list to use for this activity, chosen from a picklist. A check box indicating that this activity is billable to the customer. A check box setting up a warning if the activity has not started by the planned start date. Select an opportunity if appropriate. See Using Siebel Applications for information about opportunities. The number of the service request associated with this activity, chosen from a dialog box. The number of a defective tag (product) associated with this activity, chosen from a dialog box. The code describing the solution for this activity, chosen from a dialog box.
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Table 3-2.
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, chosen from a dialog box. The name of a project associated with this activity, chosen from a dialog box. This name is created in the Field Service Projects option. The name of the customer account associated with this activity, chosen from a dialog box. A check box indicating that this activity should not appear the calendar. A check box indicating that this activity is repeated. The frequency for repeating this activity, chosen from a picklist; for example, Monthly. The end date for repeating this activity. Id number of an expense report. Id number of a time sheet. The type of activity, chosen from a picklist; 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 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, see Rules for Assigning Activities on page 2-38.
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Activities Screen
Expense Tracker View

The Expense Tracker view, Figure 3-3, records expenses related to an activity. This view introduces the Field Engineer Activity applets (both list and form), which are a modification of the Activities applets (see Figure 3-2 on page 3-17). Table 3-3 describes the fields in this view.

Field
Expense Tracker Applet in the Expense Tracker View Selected Fields in the Expense Tracker Applet
Description The name of an expense, chosen from a picklist; for example, Gas or Telephone. A type-in field for the amount of an expense. A check box indicating that this expense is billable to the customer. The category for an expense, chosen from a picklist.
Expense Type Amount Billable Rate Type
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Activities Screen
Figure 3-4.
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).
Table 3-4.
Field Activity Status SR Status Symptom Code Required Repeating, 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, chosen from a picklist; for example, In Progress or Canceled. Same as Status in the Activities applets. The status of service request that includes this activity. Filled in automatically with SR Number. A description of the symptom associated with this activity, chosen from a dialog box. A check box indicating that this activity is mandatory. A check box indicating that this activity should be repeated. Same as Repeat in the Activities applets. The number of the asset associated with this activity, chosen from a dialog box. The serial number of the asset associated with this activity, filled in automatically with the asset number. An earliest starting date for this activity. The total estimated time spent for an activity. The latest completion date for this activity.
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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. Planned time to begin an activity. Planned time to end an activity. Actual start time for an activity. Actual end time for an activity.
Planned Start Time Planned End Time Actual Start Time Actual End Time
Field Part Movements View

The Field Part Movements view, Figure 3-5, describes the transfer of parts in the field between the client, a service order, or the FSEs trunk inventory. Table 3-5 on page 3-23 describes the fields in this view.
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).
Figure 3-5.
Field Part Movements Applet in the Field Part Movements View
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Table 3-5.
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. This button completes all field part movements listed in this applet. The date that the product was transferred. The name of the transferred product, chosen from a dialog box. The condition of the product, chosen from a picklist; for example, Good or Defective. The number of items in the product. Read-only. The number of this asset, chosen from a dialog box. The serial number of this asset, filled in automatically. A check box indicating that this record was completed by clicking the Commit button. This is an asset number for an asset that is not yet in the Field Service database on the FSEs laptop, but is on the Field Service server. An inventory transaction for the asset is not generated until the user synchronizes. This is a serial number for an asset that is not yet in the Field Service database on the FSEs laptop, but is on the Field Service server. An inventory transaction for the asset is not generated until the user synchronizes. The origin of this part movement, chosen from a picklist; for example, Service Order, Trunk, or Customer. The destination of this part movement, chosen from a picklist; for example, Service Order, Trunk, or Customer. The name of the trunk inventory, if a trunk is associated with this transfer, chosen from a dialog box. The number of the service order, if it is associated with this transfer, chosen from a dialog box. A check box indicating that the product transferred is billable to the customer.
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
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Activities Screen

The Field Service Details view, Figure 3-6, records details of field service activities; for example, symptom and resolution codes. many of the field in this view are also presented in the Activities views (see All Activities View on page 3-17). Table 3-6 on page 3-25 describes the fields in this view.
Figure 3-6.
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Table 3-6.
Field SR Number SR Status
Selected Fields in the Field Service Details View

Description The number of the service request associated with this activity, chosen from a dialog box. The status of this activity, chosen from a dialog box. A description of the symptom associated with this activity, chosen from a dialog box. The code describing the solution for this activity, chosen from a dialog box. The number of an asset associated with this activity, chosen from a dialog box. The type of activity, chosen from a picklist; 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. The total estimated time spent for an activity. A check box indicating that this activity is mandatory. A check box that instructs the Assignment Manager not to assign 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, see Rules for Assigning Activities on page 2-38. Recurring Billable A check box indicating that this activity should be repeated. Read-only. A check box indicating that this activity is billable.
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Activities Screen
Instructions View
The Instructions view, Figure 3-7 records instructions for carrying out an activity. These instructions may be specific to a customers site. 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, chosen from a picklist; for example, Note, Directions, Safety, or Special. A type-in field for an instruction.
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Invoices View
The Invoices view, Figure 3-8, displays invoices created for this activity and it allows manual or automatic generation of invoices for any activities that are marked as billable. For details see All Invoices View on page 13-11.
Figure 3-8.
Invoices Applet in the Invoices View
Measurements View
The Measurements view, Figure 3-9, displays key characteristics of an asset that may be recorded and tracked. For more information, see Measurements and Readings Views on page 5-30
Figure 3-9.
Measurements View
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Activities Screen
Recommended Parts and Tools View

The Recommended Parts and Tools view, Figure 3-10, shows the materials that an FSE must have to complete an activity. Table 3-8 describes the fields in this view.
Figure 3-10. Recommended Parts and Tools Applet in the Recommended Parts and Tool View Table 3-8.
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, chosen from a dialog box. The number of parts or tools, filled in automatically if defined in the activity plan. A check box indicating that this is a tool rather than a part. The number of a service order, if this part or tool is on order, chosen from a dialog box. The status of an order for a part or tool. Filled in automatically with the order Id.
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Skills View
The Skills view, Figure 3-11, describes the skills needed to complete successfully an activity. 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.
Figure 3-11. Service Activity Skills Applets in the Skills View Table 3-9.
Field Item
Selected Field in the Service Activity Skills Applet
Description A skill category, chosen from a picklist; for example, Industry, Language Code, Product, Product Line, Product Line Wildcard, Product Wildcard, or Revenue.
Table 3-10.
Field
Fields in the Service Activity Skill Item Applet

Description A specific product line, language, and so on, depending on the choice for Item in the Service Activity Skills applet. The level of skill required, chosen from a picklist; for example, Intermediate or Expert. This field changes with the choice for Item in the Service Activity Skills applet.
Product, Language... Expertise, Currency...
NOTE: Various types of skills are required for an FSE to work on an activity; for example, product or language skills. Add skill types using the Assignment Administration screen. The Assignment Manager uses these attributes in assigning an activity to the right employee.
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Activities Screen
Steps View
The Steps applet, Figure 3-12, describes the recommended procedures for carrying out an activity. Table 3-11 describes the fields in this view.
Figure 3-12. Steps Applet in the Steps View Table 3-11.

Field Step Description Sequence Performed Performed By
Fields in the Steps Applet

Description The name of a step, chosen from a dialog box. A type-in field for a description of the step. A type-in field for the number of each step in a procedure. A check box indicating that this step was completed. The name of the person completing the step, chosen from a dialog box.
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Activities Screen
Time Tracker View

The Time Tracker view, Figure 3-13, records the hours spent on each field service activity. Table 3-12 describes the fields in this view.
Figure 3-13. Time Tracker Applet in the Time Tracker View Table 3-12.
Field Time Type Date Rate Type
Fields in the Time Tracker Applet

Description The category of hourly activity, from a picklist; for example, Install or Travel. The date of the service activity. The type of rate to use in billing these hours, chosen from a picklist; for example, Contract, Premium, or Standard. These types of rates correspond to values in the rate list that is associated with this service request. The time that the activity began. The time that the activity ended. The total time spent on this activity, Stop time minus Start time. A check box indicating that these hours are billable to the customer.
Start Time Stop Time Hours Billable
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Products Screen
Products Screen
The Products screen has one view, Figure 3-14 on page 3-32, that applies specifically to field service activities: Product Field Service Details.
Product Field Service Details View
The Product Field Service Details view, Figure 3-14, provides information about replacing a a defective part and about possible substitute parts. All fields are readonly. The values are defined in Marketing Administration Products Products (see Marketing Administration Screen on page 7-23). Table 3-13 on page 3-33 through Table 3-16 on page 3-35 describe the fields in this view.
Figure 3-14. Product Field Service Details View
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Table 3-13.
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. The name of the family or group to which this product belongs. A description of the product. The manufacturers part number for this product. The number of units that make up this product.
Unit of Measure
Table 3-14.
Field Version
Fields in the Field Service Details Form Applet

Description The version number of the product.
(Sheet 1 of 2)
Version status Serialized Tool
The status of the product version, chosen from a picklist; for example, Prototype or Product. A check box indicating that this product is serialized. See the following note. A check box defining that this is a tool. This setting is inherited by the recommended Parts and Tools applet (see Recommended Parts and Tools View on page 3-28). A check box indicating that defective instances of this product should be returned to the field service business. A check box directing that the FSE can replace this product in the field. The name of the product vendor. The catalog number for this product. A check box directing automatic allocation of a replacement part from inventory. 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
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Products Screen
Table 3-14.
Field

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. The method for shipping a replacement part from the vendor, chosen from a picklist; for example, Air or Ground. The carrier for shipping a replacement part from the vendor, chosen from a picklist; for example, UPS. Mean time between failures; a measure of dependability of the product. Mean time to repair; a measure of the time required to repair the product.
NOTE: If the Serialized check box is checked, a product movement (transaction) requires an asset number or its corresponding serial number. For other purposes, assets with serial numbers do not have to have this box checked.
Serialized products are treated in a different way than non-serialized ones. Whenever a serialized product is shipped or received, the Field Service expects the right number of assets. For example, if four serialized hard drives are shipped or received, Field Service expects that four separate assets are entered.
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Table 3-15.
Field
Fields in the Inventory Options List Applet

Description The inventory container, chosen from a picklist; for example, Trunk, Bin, or Warehouse. Yes, No, or Default, indicating automatic allocation of a replacement part from inventory. See System Preferences for the Fulfillment and Part Locator Engines on page 8-49. Yes, No, or Default, indicating that allocation may be made below the safe inventory level of this product. See System Preferences for the Fulfillment and Part Locator Engines on page 8-49. Yes, No, or Default, directing automatic allocation of a substitute part for this part. See System Preferences for the Fulfillment and Part Locator Engines on page 8-49. The cycle counting priority for this product is based on cost. The cycle counting priority for this product is based on turnover.
Inventory Type Auto Allocate
Allocate Below Safety
Auto Substitute
Class ABC Class XYZ
Table 3-16.
Field
Field in the Substitute Products List Applet

Description The names of products that can replace a selected product. Click the name to see the details view for this product.
Product Name
NOTE: The Substitute Products list applet can define substitute parts. Suppose a product P is selected and a record is added with product S. This means product S can be used as a substitute for product P. The relationship is unidirectional; it does not mean that product P can be used as a substitute for product S. The order fulfillment process and the Part Locator use this relationship to identify substitutes for a product.
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Part Browser Screen
Part Browser Screen

The Part Browser view, Figure 3-15 on page 3-36, on the Part Browser screen, allows an FSE to investigate the availability of a product in all inventory locations within the field service business. All fields are read-only. Table 3-17 on page 3-37 through Table 3-19 on page 3-37 describe the fields in this view.
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).The Part Browser simply displays products and their inventory locations.
Figure 3-15. Part Browser View
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Part Browser Screen
Table 3-17.
Field Product Inventory Type
Selected Fields in the Product Inventory Location List Applet

Description The name of the product in inventory. The inventory location of this product. The type of inventory location for this record; for example, Aisle or Warehouse.
Table 3-18.
Field Availability Status Quantity
Selected Fields in the Quantity List Applet

Description The availability category of the product; for example, On Hand or Reserved. The current state of the product; for example, Good or Defective. The number of products at this location with this availability and status.
Table 3-19.
Field Product Availability Status
Fields in the Substitutes List Applet

Description A substitute for the selected product. The availability category of the substitute product; for example, On Hand or Reserved. The current state of the substitute product; for example, Good or Defective.
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Solutions Views
Solutions Views
The FSE has as a resource solutions to previous service requests and documents related to finding solutions. These are found on four different screens:
s s s s
Solutions All Solutions Solutions Resolution Documents Call Center Administration Related Documents Service Requests Solution Search
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Solutions Views
All Solutions View
The All Solutions view (Solutions All Solutions), Figure 3-16, presents Solutions list and form applets. These applets record solutions to repetitive service activities.
Figure 3-16. All Solutions View
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Solutions Views
Resolution Documents View

The Resolution Documents view, Figure 3-17 (Solutions Resolution Documents), records document files containing information related to the selected solution. Table 3-20 describes the fields in this view.
Figure 3-17. Resolution Documents Applet in the Resolution Documents View Table 3-20.
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, chosen from a dialog box. Click the filename to open the file. A type-in field containing a description of the file. A check box indicating that during the next synchronization with the server, there will be a request to send the document to the local client database. A check box indicating that a compressed copy is available on the local drive. 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, if there is a new version of the document. The default state is active.
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Solutions Views
Related Documents View

The Related Documents view on the call Center Administration screen is the same as the Solutions Resolution Documents view.
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). The Service Requests applet in the same view adds three buttons (see Table 3-21) with the following search capabilities.
Table 3-21.
Field/Button Related SRs
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. The query must be pre-populated with the current Product, Status, and Sub-Status for the selected service request. After clicking Related SRs, select values for other fields to add more search criteria. From the Query menu, choose Execute Query to carry out the search. This button performs a query of the Siebel Encyclopedia (products, decision issues, competitors, and online sales literature) to determine if there are other entries that are similar to those associated with the current service request. The query must be pre-populated with the current Area for the selected service request. This button goes to Decision Issues All Decision Issues to display the information related to the selected service request. This button performs a query of all data sources, using Siebels full-text search engine, to determine if there are other records that are similar. For the syntax of full text searches, see the online help for the Service Request screen.
Encyclopedia
Search
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Activities Charts
Activities Charts
The Activities screen provides the charts for analysis, listed in Table 3-22.
Table 3-22.
Chart Account and Type Analysis
Activities Analyses
Analysis Two graphs:
s s
The number of activities for each account. The number of activities for each type of account.
Contact Analysis New Activities Analysis Status Analysis by Owner Status and Priority Analysis
The number of activities for each contact. The number of new activities as a function of calendar period. The number of activities for each owner. Two graphs:
s s
The number of activities for each status category. The number of activities for each priority category.
Symptom and Resolution Analysis
Two graphs:
s s
The number of activities of each symptom type. The number of activities for each resolution code.
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 product as a function of calendar period.
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Activity Reports
Activity Reports
The Reports menu provides the reports for activities, listed in Table 3-23.
Table 3-23.
Report Activity List Field Engineer Activity Summary Field Engineer Activity Detail
Activities Reports
Description A summary of all activities. A summary of all activities for FSEs. A full report of each field service activity, printed one per page.

Activities for FSEs are set up and configured on the screens and views listed in Table 3-24. For details and procedures, see the Siebel Applications Administration Guide.
Table 3-24.
Screen Siebel Assistant Administration
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. Associate activities with an activity template. Describe additional conditions for service activities. Record the recommended steps in a service activity. Record the skills required to complete a service activity. List the parts and tools required to complete a service activity. Record instructions for a service activity.
Service Activity Parts and Tools
Service Activity Instructions
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Table 3-24.
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. Define the fields on the Product Field Service Details view, including the vendor that supplies a product and the allocation rules that apply to the product. See:Marketing Administration Screen on page 7-23.
Call Center Administration
Products Product Field Service Details
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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 Invoices View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-25 Line Items View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-26 Terms and Totals View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-28 Preventive Maintenance View . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-29
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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
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About This Chapter
About This Chapter

This chapter describes how to create and manage agreements with specific levels of service (entitlements). Siebel Field Service supports contract management processes including quote-toagreement, proposal generation, activity templates, line item pricing, financial tracking, invoicing, entitlements, preventive maintenance, service calendars, metrics, selective coverage, and immediate entitlement verification. On the Agreements screen, All Agreements view, many different types of agreements can be created manually. These agreements can be created automatically from a quote on the Quotes screen, Agreements view. A master agreement can have multiple child agreements. An agreement proposal can be quickly created on the Agreements screen, Documents view, based on a pre-defined template created on the Marketing Administration screen, Documents Document Templates view. An Agreement can also have many line items, where each line item describes a product or service provided to the customer. Each line item can also have multiple entitlements. The line items define the financial relationship between the parties, and the entitlements define the service relationship. Entitlements can cover specific costs, contacts, and accounts, and can include specific metrics, service hours, responsiveness, and preventive maintenance plans. After the agreement is fully defined, users can check the Valid flag to activate the agreement. Preventive maintenance actions for covered assets of a given entitlement are only initiated if the agreements Valid flag is checked. When the Valid flag is checked and the entitlement is active based on its start and end dates, the agreements entitlements are available for selection when valid contacts or accounts require service. If a user clicks the Verify button on the Service Requests screen, a dialog box displays the valid entitlements for the specified account, contact, product, and asset. When an entitlement is selected, the service request inherits its entitlements metrics, service calendar, and committed response time.
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Business Scenario
Administrators can specify key financial information and track total amounts invoiced versus expected agreement revenue. Invoice frequency and preferences are defined along with other information, like expected margin, revenue recognition process, and payment terms. Invoices can be manually created based on the agreement and tracked through a back-office billing process.
Business Scenario
A large service company wants to upgrade its software for managing agreements. The company has 1,000 customers with service agreements; most are complex multi-vendor deals with service of large equipment. The company needs the following capabilities for its new enterprise solution:
s
Create a proposal for an agreement, using a standard template. See Siebel Proposals in the Siebel Applications Administration Guide. Create an agreement automatically from a quote for a service. 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. Each agreement should include all terms, conditions, pricing, billing, approved contacts, and services using a standard template. Ability to provide accurate and timely invoicing and billing. Payments to date, amount outstanding, and days outstanding should be available and visible. Track agreement profitability, part usage, service performance, and the installed base. Ability to track assets in the field and create preventive maintenance service calls.
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Concepts and Terms
Concepts and Terms

Agreement
A document that defines the obligations to perform, provide, offer, or produce specific activities, responsibilities, products, or services over a determined period of time for a specific amount of money. Agreements can be sales, service, or both. An agreement is created after both parties sign a proposal that often includes detailed descriptions of pricing, terms, limitations, coverage, and conditions, in addition to legal rights, processes, and guidelines. This is another name for agreement. It often replaces agreement in formal discussions or communications. The term contract is the accepted term within the legal and business communities. pricing, service level, support requirements, maintenance, warranty, and all terms and conditions of the service. Other types of contract include sales, purchasing, and development.
Contract
Service Agreement A type of contract that defines a service relationship. The agreement specifies
Service Level Agreement (SLA)
A type of service agreement that defines the coverage (or entitlement) for customers and their assets. Service levels can be measured and are usually expressed as a percentage. Service levels include the percentage of parts received on time out of those requested, percentage of asset uptime, percentage of problems fixed within the required time frame, and so on. SLAs can also be a part of a larger service agreement. The service or extent of coverage a specific customer receives, based on the service agreement. Entitlements are created within an SLA or service agreement. Each entitlement provides a quantifiable level of service for an account or a contact. Customer payments may be periodic, up-front, disbursed over time, or charged at the time of service.
Entitlement
Agreement Revenue The amounts payable by a customer, according to the terms of an agreement.
Service Products Agreement Value Costs
Specific types of services offered by the company and set up for sale with a common name, list price per unit, and so on. The total amount of revenue expected over the life of service agreement (entire term). The total costs incurred to meet the agreement. Costs include labor, materials, overhead, travel, supplies, tools, purchases, inventory carrying costs, transportation, billing, depreciation, and other capital expenses needed to fulfill the terms.
Preventive Service activities performed on a product to prevent excessive wear or failure. For Maintenance (PM) more information, see Chapter 12, Preventive Maintenance.
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This section includes detailed procedures for using the screens and features provided for service agreements. For details on individual screens, see Screens and Views for Agreements on page 4-9.
Verifying Service Agreements

Follow these procedures to check the status of service agreements.
To verify service agreements and entitlements for an account

1 Choose Accounts Agreements (see All Agreements View on page 4-12). 2 In the Agreements view, query the account by name (Account field).
The list of agreements appears in the Agreements applet.
3 Click the name of this agreement.

You see Agreements Entitlements, with a list of entitlements for the selected agreement. Note the start and end dates for the entitlements.
Verifying service agreements for a contact

1 Choose Contacts All Contacts. 2 Select a contact. 3 Choose Contacts Agreements.
The Agreements applet lists the agreements for this contact.
Verifying products covered by agreements

1 Choose Agreements All Agreements. 2 Select an agreement. 3 Click in the Name column.
You see Agreements Entitlements.
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4 In the Entitlements applet, click the name of an entitlement.

You see Entitlement Metrics.
5 Choose Entitlements Products.

This view shows a list of products covered by each entitlement.
Using Service Agreements

Follow these procedures to implement service agreements.
To generate documents for implementing a service agreement

1 Choose Agreements Documents (see Documents View on page 4-19). 2 In the Agreements applet, select an agreement. 3 Create a new record in the Documents applet. 4 Type in a name. 5 Choose a template from the picklist. 6 Complete the other fields, as needed.
To manually create invoices for service agreements

1 Choose Agreements Invoices (see Invoices View on page 4-25). 2 In the Agreements applet, select a service agreement. 3 Add a new record to the Invoices applet. 4 Complete the fields, as needed. 5 Click the invoice number to go to the Invoices screen. 6 Choose the Invoice Line Items view (see Line Items View on page 4-26) and add line items as needed. 7 With the invoice still selected, go to Reports Customer Invoice (see Agreements Reports on page 4-37). 8 Generate and print the invoice.
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Attaching documents to agreements

1 Choose Agreements Attachments. 2 In the Agreements list applet, select an agreement. 3 In the Attachments applet, create a new record for each document. 4 In the Select File dialog box, choose the name of the file to attach.
To verify entitlements for an agreement

1 Choose Agreements All Agreements. 2 Select an agreement. 3 Choose Agreements Entitlements.
The Entitlements applet lists the entitlements for this agreement.
4 Check the start and end dates to see if the entitlement is active.
To verify entitlements for a service request

1 Choose Service Requests All Service Requests. 2 Select a service request. 3 In the Service Requests form applet, click Verify.
The Pick Entitlement dialog box appears, with a list of the active entitlements for this service request.
4 Click Close.
NOTE: To select an entitlement for this service request, highlight that entitlement
and click Pick in the same dialog box.
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Screens and Views for Agreements

Click the name of a screen or view in Table 4-1 to see more information.
Table 4-1.
Screen Agreements

View All Agreements
(Sheet 1 of 3)
Role/Procedures (Click to see full procedure.) Define and identify service contracts. 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. Associate activity plans with agreements and view the activities that belong to these plans. See: To associate activity plans (and associated activities) with an agreement on page 4-42
Administrative Contacts
Associate legal, billing, and shipping contacts with an agreement. See: To create administrative contacts on page 4-43
Attachments Documents
Associate files with agreements. Automatically generate documents required to implement a service agreement; for example, subcontractor agreements and work orders. See: To generate documents for implementing a service agreement on page 4-7
Entitlements
Create entitlements and associate them with specific agreements. 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
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Table 4-1.
Screen Agreements (continued)

View Financial Details Invoices
(Sheet 2 of 3)
Role/Procedures (Click to see full procedure.) Summarize the contractual terms of an entitlement and the cost basis for a field service business. 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. Learn how payment is made on a service agreement. Initiate preventive maintenance actions for specific agreements and view the related PM plans for each entitlement. See: To associate a preventive maintenance plan with entitlements on page 4-40
Entitlements
Accounts Contacts
Associate accounts with specific entitlements. Associate contacts at an account with a specific entitlement. See: To associate contacts with entitlements on page 4-39
Metrics
Record performance data for an entitlement. See: To add performance measurements (metrics) for an entitlement on page 4-41
Associate preventive maintenance plans with entitlements. See: To associate a preventive maintenance plan with entitlements on page 4-40
Products
Associate assets and products with entitlements. 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. Indicate that this is a parent agreement that includes other agreements (Primary Agreement check box). Record the billing details for service activities associated with entitlements. Same as Accounts Agreements, but only for service agreements.
Entitlements Service Agreements
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Table 4-1.
Screen Contacts

View Agreements Entitlements
(Sheet 3 of 3)
Role/Procedures (Click to see full procedure.) Same as Accounts Agreements. View entitlements associated with a contact: Explicit Entitlements: All entitlements that have a contact listed on Entitlements Contacts. Implicit Entitlements: All entitlements that have a check in the All Contacts check box on Entitlements Accounts.
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Agreements Screen
Agreements Screen
All Agreements View
The All Agreements view, Figure 4-1, contains the Agreements form and list applets for defining and identifying service contracts. Table 4-2 on page 4-13 describes the fields in this view.
Figure 4-1.
All Agreements View
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Table 4-2.
Field Name
Selected Fields in the Agreements Applets

Description
(Sheet 1 of 2)
A type-in field for the name of an agreement. The default for a new record is the Agreement number. Replace this with a descriptive or systematic name. Click this field to go to Agreements Entitlements. A unique number that is assigned to each agreement record.
Agreement # Agmt # Type
A required value describing the class of agreement, chosen from a picklist; 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, 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.
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Agreements Screen
Table 4-2.
Field Account Last Name
Selected Fields in the Agreements Applets

Description
(Sheet 2 of 2)
The name of the account requesting service, chosen from a dialog box. The name of the contact person for this account, chosen from a dialog box. A check box indicating that this is a service agreement. A check box indicating that the agreement is valid. This check is required for verifying entitlements to this agreement. The price list used for this agreement, chosen from a dialog box. A discount applied to the price of this agreement, from a picklist: 5% to 25%. Date that the agreement is in effect; can be either before or after the start date. The date that the agreement is expected to start. The date the agreement expires. A blank field indicates an openended agreement. The name of the business providing the service, chosen from a dialog box. The general agreement, if any, under which this agreement resides, chosen from a dialog box. Purchase order number. The name of the project that includes this service agreement, chosen from a dialog box. A number identifying another agreement that amends 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. 2 Complete the fields, as appropriate.
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Agreements Screen
Activities View
The Activities view, Figure 4-2, associates activities with agreements. This applet contains the Activities list applet (see Activities View on page 2-36). Table 4-3 describes the button in this 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.
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Agreements Screen
Activity Plans View

The Activity Plans view, Figure 4-3, associates activity plans with agreements. This view contains the Agreement applet (see All Agreements View on page 4-12), the Activity Plans list applet (see Activity Plans View on page 2-36), and the Activities list applet (see Activities View on page 2-36). The Activities list applet in this view is read-only; it displays the activities in the selected plan.
Figure 4-3.
Activity Plans and Activities List Applets in the Activity Plans View
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Agreements Screen
Administrative Contacts View

The Administrative Contacts view, Figure 4-4, associates legal, billing, and shipping contacts with an agreement. This view contains the Agreements form applet (see All Agreements View on page 4-12) and the Administrative Contacts applet. Table 4-4 describes the fields in this view.

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. A number identifying an amendment to this agreement. A type-in field for the version number of this agreement. The general agreement, if any, under which this agreement resides, chosen from a dialog box. The name of the account contracting for service, chosen from a dialog box.
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Agreements Screen
Table 4-4.
Field Type
Fields in the Administrative Contacts Form Applet

Description
(Sheet 2 of 2)
A required value describing the class of agreement, chosen from a picklist; 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. Setting this flag is required for verifying entitlements to this agreement.
s
A required value, describing the current state of the 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. The name and address of the clients representative who is legally responsible for this agreement, chosen from a dialog box. The name and address of a representative who receives invoices and bills. The name and address of a representative who receives orders or shipments.
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Agreements Screen
Attachments View
Use the Attachments view to associate files with selected agreements. The Attachments view contains the Agreement applet (see All Agreements View on page 4-12) and the Attachments list applet.
Documents View
The Documents view, Figure 4-5, automatically generates documents required to implement a service agreement; for example, subcontractor agreements and work orders. This view contains the Agreements applet (see All Agreements View on page 4-12) and the Documents list applet. Table 4-5 on page 4-20 describes the fields in this view. See also Siebel Proposals in the Siebel Applications Administration Guide and Using Siebel Applications.
Figure 4-5.
Documents List Applet in the Documents View
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Agreements Screen
Table 4-5.
Field Name Template
Selected Fields in the Documents List Applet

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

Description A type-in field for the name of an entitlement. By default, a unique number code is supplied. Click this field to go to Entitlements Metrics. The Id of the agreement line item associated with this entitlement, chosen from a dialog box. The hours in a week for which the customer is entitled to receive service, chosen from a dialog box; for example, 24x7 Support. A type-in field for the current number of actions that a customer has remaining under this entitlement. A type-in field for total actions that a customer may initiate under this entitlement. The unit of measure for Current Quota and Initial Quota, 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. The date that the entitlement ends.
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Financial Details View
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, shown in Figure 4-7. Table 4-7 on page 4-22 describes the fields in this view.
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. List Price Net Discount
An order number associated with an agreement, chosen from a dialog box. The number of the quote for an agreement, chosen from a dialog box. The period of a service agreement, in months. The calculated months remaining in a service agreement. A check box indicating that the renewal of an agreement can be automatic. A type-in field for the length of an automatic renewal, in months. A type-in field for the number of days before the end date that the customer should be informed. The extended list price for the line items in this agreement. The discount applied to this agreement, in an amount of currency.
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Table 4-7.

Description
(Sheet 2 of 3)
Field/Check Box Ext. Price Freight Total Total Est. Rev Total Est. Cost Est. Margin Est. Margin % Recognition
The extended price of this agreement, after the discount. Calculated as the sum of the extended price of each line item. The freight charges, if any. Total price of this agreement, calculated automatically. Total estimated revenue from this agreement. Total estimated cost for this agreement. The estimated profit margin for this agreement. The percentage of the estimated profit margin for this agreement. The type of recognition process followed for revenues from the 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
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Table 4-7.

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. A type-in field for the total of invoices up to the current date. 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. The date that the last payment is expected.
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Invoices View
The Invoices view, Figure 4-8, creates and displays the invoices that are associated with this agreement. 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).
Figure 4-8.
Invoices List Applet in the Invoices View
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Agreements Screen
Line Items View

The Line Items view, Figure 4-9, records and displays a description of each product covered by the selected service agreement. The view contains the Agreements form applet (see All Agreements View on page 4-12) and the Line Items applet. 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. This button calculates the price for all line items associated with this agreement. This button numbers the line items sequentially, starting at 1. A number assigned to each line item, starting with 1. The quantity of this part covered by the service agreement. The default is 1. Type in another quantity. The name of a product, chosen from a dialog box. The part number of the line item, automatically filled in with the product name. The current discount percentage for the quantity ordered. For instance, if the user ordered 70, and the discount for 5099 items is 10%, this field shows 10%.
(Sheet 1 of 2)
Part Number Current Discount
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Table 4-8.
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. For instance, if the user ordered 170, and the discount for 100200 items is 15%, this field shows 15%. This is a read-only message that encourages the user to purchase a higher volume. For instance, if the user ordered 70, and the discount for 100200 items is 15%, this might show the message, If you buy 30 more, your discount will rise to 15%. A read-only value calculated from List PriceDiscount. A check box indicating that this line item is a service product. If the line item is priced as a service product, this field indicates the products covered by the service. The date that delivery of this item is scheduled, if appropriate. The same as Qty Req; filled in automatically. The unit of measure for the part, automatically filled in with the product name. A read-only field for the list price of this item, derived from the price list. The percentage of discount to apply to the list price, chosen from a picklist. The absolute amount of the discount for this line item. The discounted list price. This is a calculated value, equal to (List PriceNet Price)/List Price. A read-only value calculated from Qty * List Price. If List Price is blank, then Qty * Net Price. A read-only value calculated from it is calculated from Qty * Net Price.
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
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Terms and Totals View

The Terms and Totals, Figure 4-10, describes how payment is made on a service agreement. This view contains the Agreements applets (see All Agreements View on page 4-12), the Terms applet, and the Totals applet (see Online Help for the Quotes screen).
Figure 4-10. Terms and Totals Form Applets in the Terms and Totals View
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Preventive Maintenance View

The Preventive Maintenance view, Figure 4-11, initiates preventive maintenance actions for specific agreements and displays the related PM plans for each entitlement. This view contains the Agreements applet (see All Agreements View on page 4-12), Entitlements applet (see the Entitlements View on page 4-20), and PM Plans applet. Table 4-9 describes the fields in this view.
Figure 4-11. PM Plans List Applet in the Preventive Maintenance View Table 4-9.
Field Name
Selected Fields in the PM Actions List Applet

Description The name of a preventive maintenance, chosen from a dialog box. The available names are only those of the PM plans that are valid. Click this name to see the PM actions associated with this plan (Preventive Maintenance History, PM Actions applet; see History View on page 12-20).
Active Description
Filled in automatically with the name of the PM plan. Read-only. Filled in automatically with the name of the PM plan. Read-only.
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Entitlements Screen
The Entitlements screen associates accounts, contacts, entitlement metrics, products, and preventive maintenance plans with specific entitlements. Create entitlements for service agreements on the Agreements Entitlements view (see Entitlements View on page 4-20).
NOTE: For all of the views on the Entitlements screen, select the agreement and the entitlement in the Agreements screen (see Entitlements View on page 4-20). Then go to the Entitlements screen.
Accounts View
The Accounts view, Figure 4-12, associates accounts with specific entitlements. 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.
Figure 4-12. Accounts List Applet in the Accounts View
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Table 4-10.
Fields Account Site All Contacts All Products
Fields in the Accounts List Applet

Description The name of an account, chosen from a dialog box. The location of the account, filled in automatically with the account name. A check box indicating that all contacts associated with this account are covered by this entitlement. A check box indicating that all products are covered by this entitlement.
Contacts View
The Contacts view shown in Figure 4-13 associates contacts at an account with a specific entitlement. This view contains the Entitlements applet (see Accounts View on page 4-30) and the Contacts applet. Table 4-11 on page 4-32 describes the fields in this view.
Figure 4-13. Contacts List Applet in the Contacts View
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Table 4-11.
Field Last Name Phone Email Internet
Selected Fields in the Contacts List Applet

Description The name of a contact, chosen from a dialog box, which shows all contacts for all accounts. A check box indicating that a contact can receive phone support. A check box indicating that a contact can receive service by email. A check box indicating that a contact can receive service over the Internet. The user name for logging in to Siebel eService. Read-only. For more information, see the Siebel .COM Applications Guide. The password for logging in to Siebel eService. For more information, see the Siebel .COM Applications Guide. A type-in field for the contacts email name. A check box indicating that the selected entitlement applies to all products.
Internet Logon Internet Password Email Name All Products
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Metrics View
The Metrics view, Figure 4-14, records performance data for an entitlement. This view contains the Entitlements applet (see Accounts View on page 4-30) and the Metrics applet. Table 4-12 describes the fields in this view.
Figure 4-14. Metrics List Applet for Entitlements in the Metrics View Table 4-12.
Fields Type
Selected Fields for the Metrics List Applet
Description The type of performance measurement for the selected entitlement, chosen from a dialog box. The type Response Time is used to calculate Commit Time for a service request. If Response Time is not defined for an entitlement, Commit Time is not calculated.
Value
A type-in field for the value of the measurement. If the unit is Days, this value must be an integer.
Units
The unit of measurement, from a picklist.
NOTE: A Response Time metric is required for calculating Commit Time in the
Service Request view (see Service Requests Views on page 2-33).
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Preventive Maintenance View

The Preventive Maintenance view, Figure 4-15, associates preventive maintenance plans with entitlements. This view contains the Entitlements applet (see Accounts View on page 4-30) and the PM Plans applet. Table 4-13 describes the fields in this view.
Figure 4-15. PM Plans List Applet in the Preventive Maintenance View Table 4-13.
Field Name Active Description
Fields in the PM Plans List Applet

Description The name of a preventive maintenance plan, chosen from a dialog box. The available names are only those PM plans that are valid. Filled in automatically with the name of the PM plan. Read-only. Filled in automatically with the name of the PM plan. Read-only.
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Products View
The Products view, Figure 4-16, associates assets and products with entitlements. This view contains the Entitlements applet (see Accounts View on page 4-30) and the Products applet. Table 4-14 on page 4-35 describes the fields in this view.
Figure 4-16. Products List Applet in the Products View Table 4-14.
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, chosen from a dialog box. Selecting this number automatically fills in all other fields, except for Install Quantity. The serial number of the asset, filled in automatically. The name of a product, chosen from a dialog box. Selecting this name automatically fills in the Part Number, if available. The part number of the asset. The name of the account owning the asset. A type-in field for the number of products of this type. This number applies only to assets of non-serialized products.
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Table 4-14.
Field Install Date

Description
(Sheet 2 of 2)
The date the asset was installed. Not applicable. Not applicable.
Warranty Start Date Warranty End Date
Service Details View

The Service Details view, Figure 4-17, records the billing details for service activities associated with entitlements. Table 4-15 describes the fields in this view.
Figure 4-17. Service Detail List Applet in the Service Details View Table 4-15.
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, chosen from a picklist. A check box indicating that travel for this activity should be billed. A check box indicating that labor for this activity should be billed. A check box indicating that parts used for this activity should be billed.
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Agreements Charts
Agreements Charts
The Agreements screen provides charts for analysis, listed in Table 4-16.
Table 4-16.
Chart Trend Analysis by Effective Date Trend Analysis by Expiration Date
Agreements Analysis
Analysis The number of agreements beginning as a function of calendar period. The number of agreements ending as a function of calendar period.
Agreements Reports
The Reports menu provides reports for Agreements, listed in Table 4-17.
Table 4-17.
Report Agreement Summary Current Agreement Detail
Agreements Reports
Description Provides a summary of each agreement, printing three agreements per page. Provides all information about each agreement and associated line items.
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This section includes procedures for setting up activities for Field Service.
Setting Up Entitlements
Follow these procedures to set up entitlements.
To set system preferences for entitlements

1 Choose Application Administration System Preferences 2 Select or query the system preferences for entitlements.
Use the query string Entitlement*.
3 Select a preference and set the value field to TRUE or FALSE.

See Specifying Entitlement Rules on page 4-45 for a discussion of these preferences.
To associate accounts with entitlements

1 Choose Agreements Entitlements (see Entitlements View on page 4-20). 2 In the Agreements applet, choose an agreement. 3 In the Entitlements applet, choose an entitlement for this agreement. 4 Click the name of the entitlement.
You see Entitlements Metrics.
5 Choose Entitlements Accounts (see Accounts View on page 4-30). 6 Add a new record to the Accounts applet; then choose an account from the dialog box. 7 Check the All Contacts and All Products boxes, as needed.
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To associate contacts with entitlements

5 Choose Entitlements Contacts (see Contacts View on page 4-31). 6 Add a new record to the Contacts applet: then choose the name of a contact for this account from the dialog box. 7 Complete the other fields, as needed.
To associate all contacts for an account with an agreement

1 Choose Agreements All Agreements. 2 Select an agreement. 3 In the Name column, click the name of the agreement.
4 Click an entitlement in the Entitlements list applet.

5 Choose Entitlements Accounts. 6 Select an account. 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.
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To associate products and assets with entitlements

5 Choose Entitlements Products (see Products View on page 4-35). 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, as needed.
To associate a preventive maintenance plan with entitlements

5 Choose Entitlements Preventive Maintenance (see Preventive Maintenance View on page 4-34). 6 Add a new record to the PM Plans applet, then choose the name of a plan from the dialog box.
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Associating a service calendar with an entitlement

1 Choose Agreements All Agreements. 2 Select an agreement. 3 In the Name column, click the name of the agreement.
4 In the Entitlements applet, add a new record. 5 Click the Service Calendar field and choose a service calendar from the Pick Service Calendar dialog box.
To add performance measurements (metrics) for an entitlement

You see Entitlements Metrics (see Metrics View on page 4-33).
5 Add a new record to the Metrics applet. 6 Choose a type of metric from the dialog box. 7 Type in the value of the measurement. 8 Complete the other fields, as needed.
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Setting Up Service Agreements

Follow these procedures to set up agreements.
To create new service agreements

1 Choose Agreements All Agreements (see All Agreements View on page 4-12). 2 Add a new record. 3 Type the agreement name in the Name column.
This replaces the agreement number.
4 In the Account column, replace the default account name with an account from the dialog box. 5 Complete the other fields as needed.
A new account record has Service Related checked, Status set to Current, and Type set to Service Level Agreement. Change these as needed.
To add activities to an agreement

1 Choose Agreements All Agreements (see All Agreements View on page 4-12). 2 In the Agreements applet, select an agreement. 3 Create a new record in the Activities applet. 4 Fill in the description of the activity. 5 Complete the other fields, as needed.
To associate activity plans (and associated activities) with an agreement

1 Choose Agreements Activity Plans (see Activity Plans View on page 4-16). 2 In the Agreements applet, select an agreement. 3 Create a new record in the Activity Plans applet. 4 Choose a template for the activity plan. 5 Complete the other fields, as needed.
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To create administrative contacts

1 Choose Agreements Administrative Contacts (see Administrative Contacts View on page 4-17). 2 In the Agreements applet, select an agreement. 3 Create a new record in the Administrative Contacts applet. 4 Choose an account.
This choice automatically fills in the contact information.
5 To change the legal, billing, or shipping contact, click the respective field and choose a name from the list of contacts for that account. 6 Complete the other fields, as needed.
To associate contacts with an agreement

1 Choose Agreements All Agreements (see All Agreements View on page 4-12). 2 Select an agreement. 3 Click the account name.
You see Accounts Contacts (see Contacts View on page 2-27).
4 Create a new record to add a contact to this account.
To define financial details of agreements

1 Choose Agreements All Agreements (see All Agreements View on page 4-12). 2 Select an agreement. 3 Choose Agreements Financial Details (see Financial Details View on page 4-22). 4 Complete the fields in the Agreement and Financial Summary applets.
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To define entitlements for a service agreement

1 Choose Agreements Entitlements (see Entitlements View on page 4-20). 2 In the Agreements applet, select a service agreement. 3 Add a new record to the Entitlements applet. 4 Complete the fields, as required.
To define billing terms and shipping information for agreements

1 Choose Agreements All Agreements (see All Agreements View on page 4-12). 2 Select an agreement. 3 Choose Agreements Terms and Totals (see Terms and Totals View on page 4-28). 4 Complete the fields in the Terms applet. 5 Choose Agreements Administrative Contacts (see Administrative Contacts View on page 4-17). 6 Complete the fields for billing and shipping.
To include products in a service agreement

1 Choose Agreements List Items (see Line Items View on page 4-26). 2 In the Agreements applet, select an agreement. 3 Add a new record to the Line Items applet. 4 Choose a product for this line item. 5 Complete the other fields, as needed.
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Verifying Entitlements
Entitlements determine whether a customer receives services, and how much they should pay. A CSR creates a service request and fills in the account, contact, and product. When the CSR clicks the Verify button (see Service Requests Views on page 2-33), Siebel Field Service matches the information in the selected record against the entitlement settings and returns the entitlements that apply. The following section describes settings that determine how closely the input data is checked.
Specifying Entitlement Rules

Application Administration System Preferences has three settings for agreements and entitlements, which are set to TRUE or FALSE (see Table 4-18). These setting change the entitlements and agreements that appear in the respective applets.
Table 4-18. Settings for Agreements/Entitlements in the System Preferences Applet
Description This setting checks that the contact requesting service is authorized to do so. If TRUE, the entitlements displayed must meet one of these criteria:
s s
(Sheet 1 of 2)
System Preference Name Entitlement: Verify Consumer
The contact for the entitlement matches the service request contact. The entitlement account is set to All Contacts (see Table 4-10 on page 4-31), and the entitlement account matches the service request account or the account for the contact for the service request.
If no contact is selected, Siebel Field Service tries to verify the entitlement using the other settings.
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Table 4-18.
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. If TRUE, 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. If the entitlement has no start or end date (see Entitlements View on page 4-20), it is not displayed.
Entitlement: Verify Product
This setting checks that the asset or product is entitled to service. If TRUE, the agreements displayed must meet one of these criteria:
s s
The entitlement asset matches an asset in the service request. The entitlement product matches a product in the service request (no asset or serial number specified). 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.
If no product is selected, Siebel Field Service tries to verify the entitlement using the other settings.
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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
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
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Setup and Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-36 Setting Up Assets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-36 Asset Creation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-39 Asset Registration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-40 Asset Transactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-40
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About This Chapter
About This Chapter

This chapter describes the capabilities in Siebel Field Service for tracking and managing assets. It also provides a central location for automating the collection of data from assets in the field, providing information for preventive maintenance, repairs, billing, and marketing. A field service business needs to track its assets, which can be installed at customers locations or can be stored within its own warehouses and inventory locations. These assets can be serialized or non-serialized. In Siebel Field Service, assets have these properties:
s s
Assets can contain a hierarchy of other assets as sub-components. Assets can be related to or dependent upon other assets. For example, a UPS power supply can be related to a group of servers. So if the UPS power supply must be replaced, its dependent assets, the servers that are attached to it, must be considered. Actions, such install, deinstall, upgrade, or down grade, can be performed on the asset by a field service engineer. A history of these transactions is maintained for the asset. When an asset is returned for repairs, a repair record can be associated with the asset, and a repair history is maintained for that asset. Assets can have activity records that describe events associated with an asset. Assets can be associated with many of the Siebel business objects. For example, service requests can be related to a specific asset; a user can view all service requests associated with an asset. Assets can be related to warranties; a user can view all warranties associated with an asset. A CSR can determine whether or not to charge a customer for field service and repairs, based on the warranty. Assets can be related to preventive maintenance plans. Preventive maintenance actions can be created to service that asset. Assets can be related to product defects; a user can view all product defects associated with an asset.
s s
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About This Chapter
Siebel can function as the central store of information about assets, including documents that are attached to asset records. Assets can have attributes. These attributes may have counters and gauges associated with them. Asset measurement can be set up for these attributes and readings recorded. For example, 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, legal-size, and color prints produced. Each counter starts at zero, and for each use, increments by 1. Monthly, Siebel Field Service records the reading of each counter. These readings are the basis for billing. Assets have financial value. Siebel Field Service can calculate the current value of an asset based on its condition.
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Concepts and Terms
Concepts and Terms

Assets
Products, parts, or assemblies that need to maintain their own identityfor the reason of maintaining the install base of the customer, or for tracking individual parts in the inventory. An asset can be defined for any product and may have a unique asset or serial number (a serialized asset). Provides a mapping from an assets physical condition and age to a factor that is used to calculate its current value or replacement cost. Consists of a cost name and a default cost method (standard, average, next, last). Cost List Items contains products associated with a cost list, along with the cost values for each product. Cost values are required for costing products, based on different cost methods. A cost list can be associated with a price list. The process of generating revenue based on the actual use of an asset. Key characteristics of assets that are diagnostic of the state of an asset. These characteristics may be pressure, total revolutions, number of copies, and so on. An asset can still be created for this type of product, but serial number tracking is not strictly enforced and is not explicitly identified in any inventory locations. The values taken from meters, counters, and gauges associated with assets installed in the field. 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.
Asset mapping
Cost list
Fee-per-use Measurements
Non-serialized assets
Readings
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This section includes detailed procedures for using the screens and features provided for assets. For details on individual screens, see Screens and Views for Assets on page 5-10.
Obtaining Information About Assets

Follow these procedures to obtain information about assets.
To review all defectives for a selected asset

1 Choose Assets All Assets. 2 Select an asset. 3 Choose Assets Product Defects.
The Product Defects applet list all of the defects for this asset.
4 Click the defect number to see more information about a defect.

You see Quality Activities.
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, Repairs).
To review all activities associated with an asset

1 Choose Assets All Assets. 2 Select an asset. 3 Choose Assets Activities.
The Activities applet describes the activities associated with the asset.
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To review preventive maintenance actions associated with specific assets

1 Choose Assets All Assets. 2 Select an asset. 3 Choose Assets Preventive Maintenance History.
The PM Actions applet describes the preventive maintenance activities associated with the asset.
Calculating the Value and Cost of an Asset

Follow these procedures to calculate the costs and value of assets.
To calculate the adjusted cost of an asset

The adjusted cost of an asset is calculated from the original cost, plus the value of enhancements, minus the value of depreciation, write-downs, and so on.
1 Choose Assets Valuation. 2 In the Asset Costing applet, add the original cost, if it is not already there. 3 Choose Adjusted from the picklist for Value Basis. 4 Choose the assets condition. 5 In the Asset Valuation applet, enter a new record for each action that affected the value of an asset. 6 Click Recost.
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. It also includes a factor for the assets condition.
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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. These variables are defined in the Asset Mapping view (see Asset Mapping View on page 5-12).
1 Choose Assets Valuation. 2 In the Asset Valuation applet, choose a Cost List from the picklist. 3 In the Asset Valuation applet, choose a Value Basis other than Adjusted from the picklist. 4 Click Recost.
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.
To associate measurements with an asset

1 Choose Assets All Assets. 2 Select an asset. 3 Choose Assets Measurements. 4 In the Asset Measurement list or form applet, create a new record for each measurement that applies to this asset.
NOTE: To set up the measurements that are associated with assets, see To set up
measurements for assets on page 5-39.
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Obtaining Readings from Assets

Follow these procedures to take readings of measurements from assets.
To record a reading for an asset

1 Choose Assets All Assets. 2 Select an asset. 3 Choose Assets Readings. 4 In the Assets Measurements applet, select a measurement. 5 In the Readings applet, create a new record for each reading associated with this asset and measurement.
To record a reading for an asset associated with a selected activity

1 Choose Assets All Assets. 2 Select an asset. 3 Choose Assets Activities. 4 Select an activity associated with this asset, or create a new activity record in the Activities applet. 5 Click the activity type.
6 Choose Activities Measurements. 7 In the Assets Measurements applet, select a measurement. 8 In the Readings applet, create a new record for each reading associated with this asset and measurement.
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Screens and Views for Assets
To analyze the results of readings for a selected asset

1 Choose Assets All Assets. 2 Select an asset. 3 Choose Assets Charts Measurement Analysis. 4 In the Measurements applet, select a measurement.
The Readings applet shows the readings from a selected measurement as a function of the date of the readings.

Table 5-1.
Screen Pricing Administration

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). See: To map the cost of assets for specific product lines on page 5-38. Define measurements that may be obtained from specific assets.
Costing Asset Mapping
Product Measurements
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Table 5-1.
Screen Assets

Views All Assets
(Sheet 2 of 2)
Role/Procedures (Click to See Full Procedure) Define and view assets. 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. Record defects for specific assets. Record backup assets and other assets that depend on the operation of any primary asset. Record assets that are subcomponents of specific assets, creating a hierarchy of assets. See: To create subcomponents on page 5-37. Create asset transactions manually, and view transactions associated with an asset. See: To create subcomponents on page 5-37 and To associate manually a transaction with an asset on page 5-37. View all of the defective tags recorded for an asset. View the current value of an asset, based on its history. 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. Record activities that are associated with assets. Define the types of data collected from assets. Record data from measurements of an asset. View preventive maintenance actions associated with assets. Record preventive maintenance plans associated with assets.
Product Defects Relationships
Sub-Components
Transactions
Repair History Valuation
Activities Measurements Reading Preventive Maintenance History Preventive Maintenance PM Plans
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Pricing Administration Screen

The Pricing Administration screen has one view, Asset Mapping, for configuring the calculation of an assets value.
Asset Mapping View

The Asset Mapping view, Figure 5-1 (Pricing Administration Costing Asset Mapping), records the factors (percentages) that are used to adjust the cost of assets, Adjustments depend on the Condition, Value Basis, Cost List, and Cost Method for each asset. 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.
Figure 5-1.
Asset Mapping Applets in the Asset Mapping View Version 6.1
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Assets
Table 5-2.
Field Cost List
Fields in the Asset Mapping Applets

Description The product line to map, chosen from a picklist. The product to map, chosen from a picklist. The field in the Asset Costing applet to which a record applies, chosen from a picklist:
s s
Product Line Cost Field
Asset Value Replacement
Condition
The condition of the asset, 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, 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, specified in the cost list, 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).
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Marketing Administration Screen

The Marketing Administration screen has a Product Measurements view (Marketing Administration Products Products Measurements) for defining measurements of specific products.
Product Measurements View

The Product Measurements view, Figure 5-2, defines measurements that may be obtained from specific assets. Table 5-3 on page 5-15 describes the fields in this view.
Figure 5-2.
Product Measurements View
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Table 5-3.
Field Type Name Method Location U/M Conversion Frequency Maximum Minimum
Fields in the Product Measurements Applets

Description The type of measurement, in terms of the reading device. Chosen from a picklist; for example, Cycle Counter, Usage Meter, or Odometer. A type-in field for the name of the measurement. The means of collecting the readings of this measurement, chosen from a picklist; for example, Manual, Remote, Dial-up, or Internet. A type-in field describing the physical location on the product of the measurement device. The unit of measurement, chosen from a picklist; for example, deg C, kw, or ppm. A type-in field for a conversion factor applied to readings. A type-in field for the interval between readings, chosen from a picklist; for example, Hourly or Yearly. The largest possible value for the measurement device. The smallest possible value for the measurement device. The upper control limit for readings. This is less than or equal to the Maximum. The lower control limit for readings. This is greater than or equal to the Minimum. A type-in field for the expected average of readings. A type-in field for the expected standard deviation of readings. The number of days that define the period of expected usage.
Upper Limit Lower Limit Exp Mean Exp Std Dev Usage Basis
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Assets Screen
Assets Screen
The Assets screen records all information about assets, including service and repair history, sub-components, associated activities, and preventive maintenance.
All Assets View

The All Assets view, Figure 5-3, has a list and a form applet for defining and viewing assets. Table 5-4 on page 5-17 describes the fields in this view.
Figure 5-3.
Asset Applets in the All Assets View
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Table 5-4.
Field
Selected Fields in the Asset Applets

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

Description
(Sheet 2 of 2)
Warranty End Date1 Warranty Type1
The last date of a warranty period. The coverage of a warranty, chosen from a picklist:
s s s
Full Hardware Only Software Only
Status
The state of an asset, 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, used for accounting purposes. The name of the person at the customer site who is responsible for this asset. The name of the FSE responsible for this asset, chosen from a picklist. The address of the FSE responsible for this asset, chosen from a picklist. The location of an asset, if it is in the inventory of the service business.
1. Provided for continuity with Siebel Field Service version 5.5, but not used in this version.
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Product Defects View

The Product Defects view, Figure 5-4, has a list applet for recording defects for specific assets. Table 5-5 describes the fields in this view.

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. Click this number to see details of the defect and activities resulting from this defect. Note that Defect Numbers are part of Siebel Quality Management and should not be confused with Defective Tags, which are part of Siebel Repair.
(Sheet 1 of 2)
Defect Number
Product Abstract Severity
The name of the product, chosen from a dialog box. A short description of the defect. The quality of a defect, chosen from a picklist; for example, Crash/Data Loss, Feature Inaccessible, Wrong Behavior, or Minor Error.
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Table 5-5.
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, chosen from a picklist; for example, Very High or Low. The state of a defect, chosen from a picklist; for example, Open, Closed, or Canceled. A further definition of the state of a defect, chosen from a picklist; for example, Unassigned, Assigned, or Resolved. The class of defect, chosen from a picklist. The subclass of defect, chosen from a picklist. The name of the person responsible for correcting this defect, chosen from a dialog box. The name of the group responsible for correcting this defect, chosen from a dialog box. The type of defect, chosen from a picklist. The cause of the defect, chosen from a picklist; for example, Abnormal Usage or User Related. The name of the person reporting the defect, chosen from a dialog box. The default is the login name of the person creating the record.
Reported By
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Relationships View
The Relationships view has a list applet, Figure 5-5, for recording backup assets and other assets that depend on the operation of a primary asset. Table 5-6 on page 5-22 describes the fields in this view. Backup or dependent assets are dependent on other assets for their normal operation. An example of a dependent asset is a hospital power system; hospital medical equipment is dependent on the power system. By checking this view, the engineer can tell what other assets may be affected by a defective asset. The FSE can then take steps to make sure that no unintended disruptions occur. In this example, the engineer would make sure that the medical equipment was switched to the backup power supply before down taking the primary power supply.
Figure 5-5.
Relationships List Applet in the Relationships View
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Table 5-6.
Field
Selected Fields in the Relationships List Applet

Description The asset number of the related part. The serial number of the related part. The product name of the related part. The relationship of the related part to the primary asset, 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, Figure 5-6 on page 5-23, displays assets that are subcomponents of specific assets. There can be a hierarchy of assets, by defining each level in the hierarchy as a sub-component. Subcomponents are themselves individual assets that must exist before entering them into subcomponent relationships. Use the Transactions view, (see the Transcations and Sub-Component applets in Figure 5-7 on page 5-24), along with the Sub-Components view to create subcomponents. Transactions of the type Install create subcomponents. Removing a subcomponent requires another transaction of the type DeInstall.
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Installation and de-installation of sub-components are two transactions provided with Siebel Field Service. They can be entered manually in the Transactions applet, or field part movements can create these transactions automatically (see Parts Movement Administration View on page 7-14).
NOTE: The asset transactions (Install, De-Install, Upgrade, and Downgrade) do not
update directly quantities for inventory buckets.
Figure 5-6.
Sub-Components List Applet In the Sub-Components View
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Table 5-7 describes the fields in the Transactions view. For the definition of the fields in the Sub-Components applet in the Subcomponents view or the Transcations view, see Table 5-4 on page 5-17 for the Assets applets.

Field
Transactions and Sub-Components List Applets In the Transcations View Fields in the Transactions Applet
Description Date that this transaction record was created. The type of transaction, 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. The serial number of an asset. The number of assets. This applies only to un assets. For serialized products, this value is 1. The name of the product, chosen from a dialog box.
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Table 5-8.
Field
Fields in the Sub-Components Applet

Description Date that this transaction record was created. The type of transaction, 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. The serial number of an asset. The number of assets. This applies only to an assets. For serialized products, this value is 1. The name of the product, chosen from a dialog box.
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Repair History View

The Repair History view, Figure 5-8, lists all of the defective tags recorded for an asset. See Repair History View on page 11-22 for details.
Figure 5-8.
Repair History List Applet in the Repair History View
Valuation View
The Valuation view, Figure 5-9 on page 5-27 and Figure 5-10 on page 5-29, calculates the current value of an asset, based on its history. Table 5-9 on page 5-28 and Table 5-10 on page 5-30 describe the fields in this view. There are two ways that assets can be valued. The first method is based on the original cost of the asset, plus or minus changes to the asset (such as upgrades or damage). This is an accurate method for tracking assets, but requires entry of detailed asset information. Alternatively, a simple approach is to have assets valued as a percentage of their value on the cost list. The percentage is based on the current condition of the asset (for example, a new asset in excellent condition would be 100% of the cost list value, while a used asset in average condition would be 40% of the cost list value). For information about setting these percentages, see Asset Mapping View on page 5-12.
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Both cost and value are important, as they allow businesses to report accurately the value of their inventory and make repair versus replace decisions based on asset valuation.
Recost Button
The Recost button in the Asset Costing applet (Assets Valuation) is used to assess an assets cost. To calculate the current cost and the replacement value of the asset, a cost list, condition, and value basis must be selected, On activating the Recost button, the values are calculated by taking the cost of the asset from the cost list factoring in the cost method, and applying the factor from Asset Mapping. Asset Mapping must provide mapping for Asset Value and Replacement Cost; if the mapping is unavailable, the factor defaults to 100%. An asset is valuated based on the actions (Damaged, Refurbished, Up-grade, Deinstall, Depreciation, and so on) applied to it. These actions have a cost associated with them, and this cost increases or decreases the cost of the asset.
NOTE: Asset actions can have negative cost values to reflect devaluation in the asset
cost if applied.
Figure 5-9.
Asset Costing Form Applet in the Valuation View
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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, depending on the setting for Value Basis. A type-in field for the initial cost of the asset at the time of shipping. Depending on the system configuration, this value can come from a back office system, a cost list, or a purchase order for external products. Check with your system administrator for more information. The difference between the Original Cost and the Adj. Cost; it is the sum of the Amounts column in the Asset Valuation applet. The revised cost for an asset, calculated as the sum of the Original Cost and Adjustment. The number of the first order for the asset. The time period, in days, between the date that the asset was recorded in Siebel Field Service and the current date. The time period, in days, between the date that the asset was installed and the current date. The accounting method used for this asset, chosen from a picklist:
s s
Original Cost
Adjustment Adj. Cost Original Order Asset Age Days Installed Accounting
Expensed Capitalized
Condition Cost List
The condition of the asset, chosen from a picklist; for example, Excellent or Average. The cost list used to determine the cost of this asset, chosen from a picklist.
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Table 5-9.
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, chosen from a picklist: Original. Calculates the asset value from the Original Cost, the Condition, and Asset Mapping (see Asset Mapping View on page 5-12). Adjusted. Calculates the asset value from the Adjusted Cost, the Condition, and Asset Mapping. Replacement. Value from Asset Mapping. New. The cost from the cost list. Used. Refurbished. Scrap. Value from Asset Mapping.
Asset Value Replacement Cost
The value of an asset, calculated from a cost list, Condition, Value Basis, Original Cost, and Adjusted Cost. The cost to replace an asset, calculated from a cost list, Condition, Value Basis, and Asset Mapping.
Figure 5-10. Asset Valuation List Applet in the Valuation View
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Table 5-10.
Field Action
Selected Fields in the Asset Valuation List Applet

Description The action leading to a change in the value of an asset, 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. A required description of the action that changed the value of this asset.
Activities View
The Activities view records activities that are associated with an asset. For information about the Activities applet, see All Activities View on page 3-17. Table 5-11 on page 5-31 and Table 5-12 on page 5-33 describe the fields in this view.
Measurements and Readings Views

The Measurements and Readings views address these business needs:
s s s s
Capture asset usage and compare the actual versus expected usage. Capture data in support of preventive maintenance. Automate meter reading, fee-per-use, and other service models based on usage. Capture important performance and quality data.
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The Measurements view, Figure 5-11, defines the types of data collected from assets. The Readings view, Figure 5-12 on page 5-33, records data from measurements of an asset.
Figure 5-11. Asset Measurements Applet in the Measurements View Table 5-11.
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. The choices depend on the measurements defined for the product, on the Marketing Administration screen (see Product Measurements View on page 5-14). The name of a measurement. Read-only; inherited from the Product Measurements view. The method for obtaining a measurement, chosen from a picklist:
s s s s
Name Method
Manual Remote Dial-up Internet
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Table 5-11.
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; used to locate this measuring device. Unit of measure, from a picklist. A conversion factor (multiplier) for the readings. This field is not used in the out-of-box Field Service application. It could define the relationship between samples and readings. The interval between readings, chosen from a picklist; for example, Hourly or Yearly. The largest possible value for the measurement device. The smallest possible value for the measurement device. The upper control limit for readings. This is less than or equal to the Maximum. The lower control limit for readings. This is greater than or equal to the Minimum. A type-in field for the expected average of readings. A type-in field for the expected standard deviation of readings. A type-in field for the expected usage for an asset; for example, miles or copies per usage basis. The time period, in days, over which the Expected Usage is to occur. The date on which statistical values for a measurement are calculated. A type-in field for the average of readings. A type-in field for the standard deviation of readings. A type-in field for the average of readings for usage-based measurements.
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. These fields are provided for users to enter calculated values from asset readings.
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Figure 5-12. Asset Readings Applet in the Readings View
NOTE: The toggle in the Readings applet presents form and list views.
Table 5-12.
Field Created Created By Reading # Time Taken Reading U/M Complete
Fields in the Asset Readings Applet

Description The date the record was created. The name of the person who created the record. A unique Id assigned to this record. The time of the reading. The value of a reading. The unit of measurement for this reading, from a picklist. Read-only. A check box indicating that the reading is final. Once checked, this record is read-only. Type-in fields for one to three sample readings.
Sample 1, 2, 3
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Preventive Maintenance Views

The Preventive Maintenance view contains two sub-views:
s
History. Displays preventive maintenance actions associated with assets (Figure 5-13). PM Plans. Records preventive maintenance plans associated with assets
(Figure 5-14 on page 5-35).
Figure 5-13. History View
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Figure 5-14. 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. When run this way, the Preventive Maintenance engine considers all PM Plans associated with each asset. For more information about the PM plans, PM actions, and the Preventive Maintenance engine, see Chapter 12, Preventive Maintenance.
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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. The upper and lower limits of readings are also shown on the graphs.

This section includes procedures for setting up assets.
Setting Up Assets
Follow these procedures to set up assets.
To create an asset
1 Choose Assets All Assets. 2 In either the form or list Assets applet, create a new record. 3 Choose a product from the dialog box. 4 Fill in the other fields, as required.
To associate defects with an asset

1 Choose Assets All Assets. 1 Select an asset. 2 Choose Assets Product Defects. 3 In the Product Defects applet, create a new record. 4 In the Add Product Defects dialog box, either select an existing defect and click Add, or click New to define a new defect.
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To associate a backup or dependent asset with a primary asset

1 Choose Assets All Assets. 2 Select an asset. 3 Choose Assets Relationships. 4 In the Relationships view, create a new record and add a related asset number and a relationship. 5 Fill in the other fields, as required.
To create subcomponents
1 Choose Assets Transactions. 2 In the Assets applet, query an asset that will have one or more sub-components. 3 Create a new transaction record. 4 For the Transaction Type, choose Install. 5 For Asset Number, choose an asset from the dialog box. 6 Choose Assets Sub-Components.
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.
To associate manually a transaction with an asset

1 Choose Assets Transactions. 2 In the Assets applet, query an asset. 3 In the Transactions applet, create a new record. 4 Choose a transaction type. 5 Choose an asset number.
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To map the cost of assets for specific product lines

Asset mapping records the factors that are used to adjust the cost of assets. Adjustments depend on the Condition, Value Basis, Cost List, and Cost Method for each asset. 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).
1 Choose Pricing Administration Costing Asset Mapping. 2 In the Asset Mapping list or form applet, add a new record.
NOTE: Asset mapping applies to product lines and all assets that belong to the
same product line and cost list.
3 Specify the Cost List and Product Line, both chosen from a picklist. 4 Specify the Cost Method for this product line.
It should match the cost method used in the Cost List Line Items view.
5 For the Cost Field, specify Asset value or Replacement.

Asset value and Replacement specify two different methods of calculating the cost. See Valuation View on page 5-26 for details.
6 Choose from the picklists the Condition and Value Basis for this record. 7 Add a value for the Factor field (percentage).
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. This factor applies to all of the unspecified cases of Condition, Value Basis, or both. If another record specifies either Condition or Value Basis, that record overrides the default record.
If there are no records for Asset Costing and a cost list is specified, the Valuation View on page 5-26 uses the asset cost from the Cost List and Cost List Line Items views.
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To associate preventive maintenance plans with assets

1 Choose Assets All Assets. 2 Select an asset. 3 Choose Assets Preventive Maintenance Plans. 4 In the Plans applet, create a new record for each PM plan associated with this asset.
To set up measurements for assets

Measurements are defined for products and apply to assets of that product.
1 Choose Marketing Administration Products All Products. 2 Select a product. 3 Choose Marketing Administration Products Product Measurements. 4 In the Product Measurement list or form applet, create a new record for each measurement that applies to this product.
Asset Creation
An asset can be created for any product by assigning an asset Id and quantity = n. The definition of assets allows users to define a complete asset hierarchy. For example, a PC is an parent asset (A1) that has child assets: a motherboard (product M, qty 1, serial number ###), RAM (product RAM, Qty 16, no serial number), and so on. For all inventory transactions involving serialized products, an asset is considered equivalent to one part (quantity = 1).
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Asset Registration
An asset can be registered to either a contact or an account. All registered assets for an account can be viewed from the Accounts screen.
Asset Transactions
The install base is maintained using asset transactions. Consider a scenario where a PC (asset #A) has a defective HDD (asset #H) that needs to be replaced with another HDD (asset #N). The change is effected by two asset transactions. One deinstalls the defective asset (H) from the parent asset (A). The second installs the new HDD (N) on the parent asset (A). There may be more types of asset transactions allowing the users to track the complete history of an asset.
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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 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
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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. Siebel Field Service offers multi-level warranty tracking, immediate recognition, and closed-loop handling. Warranties are categorized into three types: product, manufacturer, and component warranties. Each warranty includes a duration and specifies the covered products, costs, and service providers. These warranties are separate from entitlements that are sold to a customer. When an asset is created for a product that is covered by a warranty, the user can activate the warranty by clicking the Get Warranties button on the Assets screen, Warranties view. The number of days remaining on the warranty is automatically tracked. When creating a service request or Defective Tag for repairing an asset, the user can click the Check Warranty button to immediately find out the valid warranty coverage based on a specified day. The user sees immediately the valid coverage type and can see the details with a right mouse click, and selection of Go to Warranty. When an asset returned from the field is still under warranty, an order can be created for the warranty provider, and each line item is tracked through closure, based on the warranty recovery process.
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Business Scenario
Business Scenario
A customer called in to report a product failure. The CSR checked the warranty, which was close to expiration. The CSR offered a new extended warranty to the customer and the customer accepted. The CSR added this new service to the customers existing service contract. The customer asked how many other assets in the system would be coming off warranty, and when. 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, helping the customer to plan for future decisions. Another customer asked the CSR about the status of a part replacement. The CSR found the customers Service Request and verified that the parts were shipped out to the manufacturer for repair under warranty and at no charge to the customer.
Concepts and Terms

Manufacturers warranty
Protects the product user from any additional financial liability if the product fails and requires replacing during the warranty period. The original warranty from the component or subassembly manufacturer, who was responsible for the production of the part. Protects the customer from any financial burden if the product fails, for a limited period of time after purchase. Typically, the seller, service provider, or re-seller of the product offers this warranty. It is like a guarantee or quality certification for 30 to 180 days. This type of warranty can overlap with the manufacturers warranty, without the buyers knowledge.
Component warranty
Product warranty
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This section provides detailed procedures for using the screens and features provided for warranties. For details on individual screens, see Screens and Views for Warranties on page 6-8.
Obtaining Information About Warranties

To check the Ship Date, Install Date, and Register Date for assets covered by a warranty
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, the start and end date of the warranties, and the number of days left. The Assets applet shows the ship date, install date, and the register date.
To check the warranties for a product

1 Choose Products All Products. 2 Select a product. 3 Choose Products Warranties.
The Warranties applet shows the warranties associated with this product.
To check the products covered by a warranty

1 Choose Service Administration Warranty Products (see Warranty Products View on page 6-11). 2 Query a warranty.
The Products applet shows the products covered by this warranty.
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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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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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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

Table 6-1.
Screen Service Administration

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

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.
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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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.

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 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.

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

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 todays 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.
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.
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.
Repairs Screen
The Repairs screen has one view for warranties.
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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The Service Requests screen has one view, with a Check Warranties button.

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.
Setting Up Warranties
Follow these procedures to set up warranties.
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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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). Service Inventory also enables mobile field engineers to manage their trunk inventories using an unconnected client.
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, repair, repair etc. 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.
Flow of Goods in Service Inventory
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About This Chapter
Service Inventory tracks all information about service parts, including definition, compatibility, history, status, stock levels, and location. Materials managers use this application to access and manage service parts information throughout the service cycle, including allocations of orders, replenishment of local offices and trunk inventories, and fulfillment of orders from customers or field engineers. The materials manager can also automate all of these tasks using the logistics manager engines, which are discussed in this chapter. This chapter discusses service inventory configuration, and the tasks commonly performed by materials managers and warehouse clerks. The Replenishment Engine, which automates replenishment processes, and the Cycle Counting Engine, which materials managers can configure to automatically produce cycle counting orders for an inventory, are also discussed.
Using Mobile Service Inventory

Managing a trunk service inventory requires recording activities and part movements on the FSEs laptop computer. The database on the mobile computer is often out of sync with the database on the Field Service server. To solve this problem, Siebel Field Service provides uncommitted transactions for field operations that are then validated upon synchronization with the server. At the time of synchronizing the laptops in the field with the Field Service server, an administrator can use the Parts Movement Administration view (see Setup and Configuration on page 7-51) to review transactions and commit them.
Replenishing Inventory
Replenishment is the process of generating an order to restock depleted inventory in an inventory location. The Replenishment engine generates internal orders to other inventory locations or purchase orders to outside vendors. For a full discussion of replenishment and the Field Service Replenishment engine, see Chapter 9, Logistics Management.
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Concepts and Terms
Concepts and Terms

Aisle Allocate Bin Buckets
Sublevel of a warehouse. The process of reserving a product in inventory for fulfilment of an order. Sublevel of an aisle. Categories of inventory that specify availability and status. A bucket is specified by a pair of values; for example:
s s s s
On Order (availability), Good (status) On Hand (availability), Good (status) Reserved (availability), Good (status) In Transit (availability), Defective (status)
Product buckets can exist at any physical level of inventory (location).

Fulfillment
The process of selecting and allocating inventory to satisfy an order. The Fulfillment engine locates inventory items or substitute items, allocates these items, and generates pick tickets. The physical location of inventory; for example, a field engineers trunk, a warehouse, or a sublevel, such as a shelf or an aisle in a warehouse. Restocking inventory. The Replenishment engine selects source and target inventories when restocking is needed and generates the orders required to obtain materials from an external provider, an internal inventory site, or an internal manufacturing facility. Sublevel of a warehouse. A position in the hierarchy of a service inventory; for example, a shelf is a sublevel of an aisle. A field engineers mobile inventory; must be associated with a field engineer so that parts movements involving the field engineers trunk inventory can be tracked properly. A logical grouping of inventory locations; for example, West Coast Inventories. The level at which inventory relationships are defined and pick tickets are generated. This is the default inventory location.
Inventory location Replenishment
Shelf Sublevel Trunk
Virtual location Warehouse
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This section provides detailed procedures for using the screens and features provided with Service Inventory. For details on individual screens, see Screens and Views for Service Inventory on page 7-11. For guidelines and technical details of configuration, see Setup and Configuration on page 7-51.
Using Service Inventory

Follow these procedures to check inventory and create inventory transactions.
Tracking Inventory
Follow these procedures to check inventory.
To check Inventory Status

1 Choose Service Inventory Product Buckets. 2 In the Inventory Locations applet, select a location. 3 In the Products applet, select a product.
The Buckets applet shows the inventory status for this product.
To use the Part Browser

1 Choose Part Browser Part Browser. 2 In the Product Inventory Location applet, query a product and inventory location.
The Quantity applet shows the inventory status for this product.
To generate the report Product List by Location

1 Choose Service Inventory All Inventory Locations. 2 In the Inventory Locations list applet, select a location. 3 From the Reports menu, choose Product List by Location.
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To view a summary of inventory at every location

1 Choose Service Inventory All Inventory Locations. 2 Choose Service Inventory Product Buckets. 3 In the Inventory Locations list applet, select a location.
The data for each location appears in the Products, Buckets, and Assets applets.
To view cycle counting parameters for a selected location

1 Choose Service Inventory All Inventory Locations. 2 In the Inventory Locations list applet, select a location.
Cycle counting parameters appear in the Inventory Locations list applet.
To view all inventory transactions

s
Choose Inventory Transactions All Inventory Transactions.
Creating Inventory Transactions

Follow these procedures to process inventory transactions.
To create inventory transactions manually

1 Choose Inventory Transactions All Inventory Transactions. 2 Create a new record. 3 Select a transaction type in the Tracking group. 4 Fill in all fields in the Details group.
To verify automatic inventory transactions

1 Choose Inventory Transactions All Inventory Transactions. 2 Query the inventory transactions using the relevant fields.
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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). 2 Add a new transaction record. 3 For Type, select Stock Transfer or Over-the-Counter. 4 Select the Product (Name), Quantity, Source Inventory (Name), Source Availability, Source Status, Destination Inventory (Name), Destination Availability, and Destination Status. 5 If the product is serialized, 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.
6 Add the serial number in the Assets list applet. 7 In the Inventory Transaction form applet, check Commit to update.
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). 2 Create a new record. 3 Set Type to Exchange Between FSEs. 4 Complete all fields in the Details group of the Inventory Transactions form applet. 5 Click the Commit check box.
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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). 2 Select an activity. 3 Choose Activities Field Part Movements (see Field Part Movements View on page 7-48). 4 In the Field Part Movements applet, create a new record. 5 Choose a product name and status. 6 Check Write-in Asset. 7 Type in a write-in serial number. 8 For the Source field, select Trunk. 9 For the destination, choose Customer. 10 Repeat steps 4 through 9 for all assets that are moving from one trunk to another. 11 When all assets are entered, click the Commit button.
To commit transactions reported by mobile clients

1 Choose Service Administration Parts Movements Administration (see Parts Movement Administration View on page 7-14). 2 Select the transaction in the Parts Movement Administration applet. 3 In the Asset Number column, choose an asset from the Pick Asset dialog box. This asset should correspond to the Write-In Asset entered by the mobile field service engineer. 4 Click the Commit button.
This generates an inventory transaction which decrements the source inventory location and increments the destination location.
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Screens and Views for Service Inventory

Table 7-1.

Views Parts Movement Administration
(Sheet 1 of 3)
Role/Procedures (Click to see full procedure.) Record transactions that occurred in the field, but are not yet recorded in the server database. See: To commit transactions reported by mobile clients on page 7-10. Define the types of inventory locations that are available in the Type field of the Inventory Locations applets. 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. Obtain the information used in locating and allocating products for use in field service activities. Set up inventory locations. 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.
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
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Table 7-1.
Screen

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

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). Transactions can be created manually in this view. See: To receive a product as a stock transfer or over-thecounter transaction on page 7-9, 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. Show the asset and serial numbers if the product associated with a selected transaction is serialized. See: To receive a product as a stock transfer or over-the-counter transaction on page 7-9. Record movement of parts in the field, between two trunks or between a trunk and a customer site. See: To move an item from one trunk to another: destination mobile client on page 7-10.
Assets
Activities
Field Part Movements
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Parts Movement Administration View
A field service administrator uses the Parts Movement Administration view, Figure 7-2, to commit transactions that occurred in the field, but are not yet committed. These transactions can be the result of the movement of parts between two trunks and between a trunk and a customer site. Table 7-2 on page 7-15 describes the fields in this view.
Figure 7-2.
Parts Movement Administration View
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Table 7-2.
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 button creates the transaction for the part movement in all the records. The Id of the activity associated with the field part movement. The FSE who is assigned to the activity associated with this part movement. The status of the activity; for example, Done. The type of activity; for example, Meeting or Preventive Maintenance. The date the part movement took place. The name of the product used in this activity. The functional condition of the product used for this activity; for example, Good or Defective. The quantity of the product used for this activity. A check box indicating that this transaction was committed. The asset number of the product. The serial number of the asset, filled in automatically with the asset number. This check box indicates that the asset was a write-in for the FSE. An inventory transaction for the specified asset is generated upon synchronization. See Table 7-26 on page 7-50. This field is automatically filled with the serial number of the write-in asset. The origin of the product in this transfer; for example, Service Order, Trunk, Customer. The inventory location (Type: Trunk) associated with the field part movement.
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
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Inventory Types View

The Inventory Types view, Figure 7-3 on page 7-17 (Service Administration Service Inventory Inventory Types), 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). Table 7-3 on page 7-18 describes the fields in this view.
NOTE: Do not delete Inventory Types, Inventory Bucket Categories, or Inventory Transaction Types as their Row Ids provide values for tables elsewhere in Service Inventory. To change or replace an Inventory Type, Inventory Transaction Type, or Inventory Bucket Category, modify the List of Values and then update (do not delete and reenter) the Type entry.
Do not delete the Inventory table row with the name External and the type Virtual, shipped as seed data with Field Service. Inventory transactions use this row, and cannot take place without it. Changing the name is acceptable.
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Figure 7-3.
Inventory Types View
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Table 7-3.
Field
Selected Fields in the Inventory Location Types List Applet

Description The type of inventory location, chosen from a picklist; for example:
s s
Inventory Location Type
Virtual Warehouse
Note that there must be one and only one virtual inventory named External Location. Count Based On The method of inventory classification in which cycle counting is based at this inventory location, chosen from a picklist: ABC or XYZ. The interval in days between physical counts of inventory; for example, if Counting Frequency is seven days, inventory is counted on one day every seven days. The time period in days allotted to counting A or X class items at least once in inventory. Counting Period Counting Frequency. 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 C or Z class items at least once in inventory.
Counting Frequency (days)
Count Period A/X
Count Period B/Y Count Period C/Z
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Inventory Transaction Types View

The Inventory Transaction Types view, Figure 7-4 (Service Administration Service Inventory Transaction Types), defines the transaction types that are available in the Type field of the Inventory Location applets (see Inventory Locations Views on page 7-27). Table 7-4 on page 7-20 describes the fields in this view.
Figure 7-4.
Inventory Transaction Types View
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Table 7-4.
Field Name
Fields in the Inventory Transaction Type List Applet

Description The name of an inventory transaction, chosen from a picklist; for example:
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
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Inventory Bucket Categories View

The Inventory Bucket Categories view, Figure 7-5 (Service Administration Service Inventory Bucket Categories), defines the inventory bucket categories that are available in the Buckets applet (see Product Buckets View on page 7-31). A bucket category consists of a pairing of two values: Availability and Status. Table 7-5 on page 7-22 describes the fields in this view.
Figure 7-5.
Inventory Bucket Categories View
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Table 7-5.
Field Availability
Fields in the Inventory Bucket Categories List Applets

Description The availability category, chosen from a picklist; for example:
s s s s s
Customer Owned In Transit On Hand On Order Reserved
Status
The status category, chosen from a picklist; for example:

s s
Good Defective
NOTE: It is not necessary to create products and buckets manually. When an inventory transaction occurs, products and buckets are automatically created if they do not exist. However, products created automatically in this way will not be assigned specific levels or cycle counting classifications in the inventory structure, so you might still need to come back to the Product applet and update newly created rows.
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The Product Field Service Details view, Figure 7-6 (Marketing Administration Products Product Field Service Details), provides the information used in locating and allocating products for use in field service activities. Table 7-6 on page 7-24 through Table 7-9 on page 7-26 describe the fields in this view.
Figure 7-6.
Product Field Services Details View
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Table 7-6.
Field Product
Fields in the Product Form Applet

Description A type-in field for the name of a product. The name of the line to which this product belongs, chosen from a dialog box. A type-in field for the manufacturers part number for this product. The number of units that make up this product, chosen from a picklist. A description of the product.
Product Line Part Number Unit of Measure Description
Table 7-7.
Field Version

Description
(Sheet 1 of 2)
A type-in field for the version number of the product. The status of the product version, chosen from a picklist; for example, Prototype or Product. A check box indicating that assets of this product must have a recorded serial number. A check box defining that this is a tool. A check box indicating that defective instances of this product should be returned to the field service business. This flag is not used in any logic. A check box directing that the FSE can replace this product in the field. This flag is not used in any logic. The name of the product vendor. A type-in field for the catalog number for this product. A check box allowing automatic allocation of a part from inventory. See Substitution and Allocation Flags on page 8-51. This setting applies to the selected product. A check box allowing automatic allocation of a substitute part for this part. See Substitution and Allocation Flags on page 8-51. This setting applies to the selected product.
Version status Serialized Tool Return if Defective
Field Replaceable Unit Primary Vendor Vendor Catalog # Auto Allocate
Auto Substitute
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Table 7-7.
Field

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

Description The inventory container, chosen from a picklist; for example, Trunk, Bin, or Warehouse. These settings apply to the selected inventory type. Yes, No, or Default, indicating automatic allocation of a part from inventory. These settings apply to the selected inventory type. Yes, No, or Default, indicating that allocation may be made below the safe inventory level of this product. These settings apply to the selected inventory type. Yes, No, or Default, allowing automatic allocation of a substitute part for this part (see System Preferences for the Fulfillment and Part Locator Engines on page 8-49). The cycle counting priority for this product is based on cost. The cycle counting priority for this product is based on turnover.
Inventory Type
Auto Allocate Allocate Below Safety
Auto Substitute
Class ABC Class XYZ
Table 7-9.
Field
Field in the Substitute Products List Applet

Description The names of products that can replace a selected product. Click the name to see the details view for this product.
Product Name
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Service Inventory Screen

Inventory Locations Views
The Inventory Locations applets set up the inventory locations in a service business. These applets occur in My Inventory Locations, All Inventory Locations, and All Inventory Locations across Organizations views, Figure 7-7 on page 7-28. Table 7-10 on page 7-29 describes the fields in this view.
Inventory Locations Across Organizations

An organization is a category that limits the visibility of data within a business. The All Inventory Locations Across Organizations view shows the inventory locations for all organizations within a company. Inventory transactions can take place only between locations within the same organization. The person owning a record can see this record in the My Inventory Locations view if it is in a different organization. However, if this same person is logged in to Siebel Field Service, this record does not appear in the All Inventory Locations view.
Caution: Improper configuration of organizations and inventory locations can lead to unintended effects. It may not be possible to carry out inventory transactions between certain locations.
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Figure 7-7.
All Inventory Locations View
Caution: Inventory transfers can occur only within an organization, (set in the Inventory Locations list applet). Organizations regulate the visibility of information within a company. For more information about setting up organizations, see the Siebel Applications Administration Guide.
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Table 7-10.
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. Click this name to go to the Product Buckets view. The category of inventory location, chosen from a picklist; for example, Aisle, Shelf, Trunk, Virtual, Warehouse, or Bin. The name of the position of the employee who is responsible for the inventory location, chosen from a dialog box. A category of ownership for the inventory location, chosen from a picklist; for example, 3rd Party, Customer, or Owned. The name of the account that owns the inventory location, chosen from a dialog box. A numeric description of the order of locations within a larger inventory location. This order is used for picking and cycle counting; it has no effect on the Fulfillment or Cycle Counting engines. A type-in field containing the description of a location. The cost list used to value inventory. The billing address of the owner account, entered in a dialog box. The shipping address of the owner account, entered in a dialog box. The receiving address of the owner account, entered in a dialog box. The method of inventory classification used for cycle counting, chosen from a picklist: ABC or XYZ. The interval in days between physical counts of inventory at this location; for example, if Counting Frequency is 7 days, inventory is counted on one day every seven days.
Position
Ownership
Owner Account Location Order
Description Cost List Billing Address Shipping Address Receiving Address Count Based On Counting Frequency (days)
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Table 7-10.
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. Counting Period Counting Frequency. The time period in days allotted to counting B or Y class items at least once at this location. Counting Period Counting Frequency. The time period in days allotted to count C or Z class items at least once at this location. Counting Period Counting Frequency. The name of a category within a company that limits the visibility of information to that category, chosen from a dialog box. Using this field, one inventory location may be associated with many organizations. For more information about setting up organizations, see the Siebel Applications Administration Guide.
Counting Period B/Y (days)
Counting Period C/Z (days)
Organization
Setting Up an External Location

For every service business, you must set up one inventory location named External Location, with the type Virtual. This is used as the default location in the absence of a source or destination location. It also allows inventory transactions between locations in different organizations (see Inventory Transactions Across Organizations on page 5-12). Follow these rules in setting up an External Location:
s
The name of the inventory location must be External Location. There can be only one inventory location named External Location. The Type for an External Location must be Virtual. Using the Organization field, associate all organizations in the company that will use the inventory with the External Location.
s s
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Product Buckets View

The Product Buckets view, Figure 7-8, associates inventory locations with products and buckets (availability and status of products). Table 7-11 on page 7-32 through Table 7-13 on page 7-33 describe the fields in this view.
Figure 7-8.
Product Buckets View
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Table 7-11.
Field Product Min Max Safety ABC Class

Description The names of products at the selected inventory location, selected from a dialog box. A type-in field for the minimum acceptable inventory level for a selected product. 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), below which a product should not be allocated. The classification of products (A, B, or C) based on the value of these products, used for cycle counting. Chosen from a picklist. Class A items have the greatest value.
XYZ Class
The classification of products (X, Y, or Z) based on the turnover of these products, used for cycle counting. Chosen from a picklist. Class X items have the highest transaction volume.
Auto Substitute
A setting indicating an automatic substitution for this product during fulfillment, chosen from a picklist: Yes, No, or Default. See Substitution and Allocation Flags on page 8-51. These settings apply to the selected inventory location. A setting indicating the automatic allocation of products during fulfillment. Chosen from a picklist: Yes, No, or Default. See Substitution and Allocation Flags on page 8-51. These settings apply to the selected inventory location. A setting that allows allocation of this item below the safety stock level, chosen from a picklist: Yes, No, or Default. See Substitution and Allocation Flags on page 8-51. These settings apply to the selected inventory location.
Auto Allocate
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Table 7-12.
Fields in the Buckets List Applet

Description A category that defines this product bucket for the selected product, chosen from a dialog box; for example, On Hand, In Transit, or Reserved. A category that defines this product bucket; for example, Good or Defective. Automatically filled in with Availability. The number of products in this bucket category. This number can be updated only by an inventory transaction. A type-in field indicating the preferred order of use for Locators 1 through 3; for example, 213 means that the item is best obtained from location 2, then 1, then 3. This order should reflect an optimized path through the warehouse. The order is used for picking and cycle counting; it has no effect on the Fulfillment or Cycle Counting engine. A type-in field describing a location for the selected item. A type-in field describing a location for the selected item. A type-in field describing a location for the selected item.
Location Order
Locator 1 Locator 2 Locator 3
Table 7-13.
Field
Fields in the Assets List Applet

Description The asset numbers for the selected products that are in inventory. Asset Number defaults to the Row Id. However, you may change it to any unique number by modifying the Serial Number. The serial number, when entered, overwrites the Asset Number. The serial number for the selected product. The version number for the selected product.
Asset Number
Serial Number Version
NOTE: In Siebel Field Service, the Serial Number field always overwrites the Asset Number field. To turn off this default behavior, use Siebel Tools to deactivate the On Field Update Set user property in the Asset Management Business Component.
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New Replenishment Orders View

The New Replenishment Orders view, Figure 7-9 on page 7-35, automatically produces orders to replenish the product in inventory, by an internal transfer between inventory locations, or by purchase from an outside vendor. For replenishment, a product bucket must be defined for a product. For replenishment from a vendor, the authorized vendor must be defined. Table 7-14 on page 7-36 through Table 7-16 on page 7-36 describe the fields in this view. For a full discussion of replenishment, see Chapter 9, Logistics Management.
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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).
Figure 7-9.
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Table 7-14.
Field/Button
Fields in the Source Inventory Locations List Applet

Description This button automatically creates an internal order, in the Pending Replenishment Orders view, for transfer of the selected product from the source to the destination inventory location. All products below the minimum levels are replenished. The inventory locations that replenish the selected inventory location (defined in the Inventory Location applet), as described in the Relationships view. Only inventory locations of the relationship type Replenishes appear in this applet.
Generate Internal Orders
Source Location
Table 7-15.
Field/Button
Fields in the Target Inventory Locations List Applet

Description This button automatically creates an internal order, in the Pending Replenishment Orders view, for transfer of the selected product from the source to the destination inventory location. All products below the minimum levels are replenished. The target inventory locations that are replenished by the selected inventory location (defined in the Inventory Location applet), as described in the Relationships view. Only inventory locations of the relationship type Replenishes appear in this applet.
Generate Purchase Orders
Target Location
Table 7-16.
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. All products below the minimum levels, which have an authorized vendor, are replenished.
Vendor Site Type
The authorized vendors that are defined for the selected

inventory location in the Authorized Vendors view. The location of the vendor. The type of vendor; for example, Primary Vendor or Vendor.
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Pending Replenishment Orders View

This Pending Replenishment Orders view, Figure 7-10, lists pending orders to replenish a location, either by replenishments between inventory locations or purchases from a vendor. The records in this view, generated by the Replenishment engine, are read-only. Table 7-17 describes the fields in this view. For a full discussion of replenishment, see Chapter 9, Logistics Management.
Figure 7-10. Pending Replenishment Orders List Applet in the Pending Replenishment Orders View Table 7-17.
Field Order Type Status From Vendor
Fields in the Pending Replenishment Orders List Applet

Description The order number.
(Sheet 1 of 2)
The type of order; for example, Internal Order or Purchase Order. The current state of this order; for example, Open, In Transit, or Shipped. The name of the vendor filling this order, if it is a purchase order.
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Table 7-17.
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, if this is an internal order. The date and time that this order was created.
Authorized Vendors View

The Authorized Vendors view, Figure 7-11, records vendors who may supply products for a selected inventory location. Table 7-18 describes the fields in this view.
Figure 7-11. Authorized Vendors List Applet in the Authorized Vendors View Table 7-18.
Field Account Site Type
Fields in the Authorized Vendors List Applet

Description The name of a vendor account, chosen from a dialog box. The location of this vendor, filled in automatically with the name. The type of vendor, chosen from a picklist; for example, Primary Vendor.
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Relationships View
The Relationships view, Figure 7-12, records the relationships of a selected inventory location with other inventory locations. A relationship may be physical (for example, a shelf belonging to an aisle) or logistical (for replenishment of inventory or fulfillment of orders). Table 7-19 on page 7-39 describes the fields in this view.
NOTE: If your business uses more than one inventory location, 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).
Figure 7-12. Relationships List Applet in the Relationships View Table 7-19.
Field Name Type With Relationship Order Priority
Fields in the Relationships List Applet

Description The name of an inventory location, chosen from a dialog box. The class of location filled in with the location name; for example, Warehouse or Trunk. The relationship of this inventory location to the location selected in the Inventory Locations applet, chosen from a picklist. The choices are Fulfills, Replenishes, and Sublevel. The priority of an order to be fulfilled from the inventory location, if the relationship type is Fulfills, chosen from a picklist (for example, Low, Medium, or High).
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Roles View
The Roles view, Figure 7-13, sets the roles of personnel associated with a selected inventory location. Table 7-20 on page 7-40 describes the fields in this view.
Figure 7-13. Roles Applet in the Roles View Table 7-20.

Field Role Name Position Name
Fields in the Roles Applet

Description The name of a role associated with the selected inventory location, chosen from a dialog box; for example, Manager or Receiving Clerk. The position of the person filling the role, chosen from a dialog box; for example, Warehouse Clerk. Associated with this title is the name of an employee.
Cycle Counting Administration View

The Cycle Counting Administration view shows the parameters of cycle counting at the selected inventory location. The two applets, Cycle Count Periods and Cycle Counts, are discussed in Cycle Counting Administration View on page 9-31.
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Part Browser Screen
Part Browser Screen

Part Browser View
The Part Browser view, Figure 7-14, presents a read-only summary of inventory at every inventory location in a service business. 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.
Figure 7-14. Part Browser View
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Part Browser Screen
Table 7-21.
Field Product Location Type
Fields in the Product Inventory Location List Applet

Description The name of the product. An inventory location for this product. The category of inventory location; for example, Shelf, Aisle, or Trunk.
Table 7-22.
Fields in the Quantity List Applet

Description A category that defines a product bucket for the selected product and location; for example, On Hand, In Transit, or Reserved. A category that defines a product bucket; for example, Good or Defective. The number of these products in a bucket.
Table 7-23.
Field Product Availability Status Quantity
Fields in the Substitutes List Applet

Description The name of a substitute product for the selected product, stored at the selected location. A category that defines a product bucket for the selected product and location; for example, On Hand, In Transit, or Reserved. A category that defines a product bucket; for example, Good or Defective. The number of these products in a bucket.
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Inventory Transactions Screen

All Inventory Transactions View
The All Inventory Transactions view, Figure 7-15, lists all inventory transactions created automatically (in other screens and views) to allocate, ship, receive, transfer, or adjust the quantity and buckets for a product. The same transactions can be created manually in this view. Table 7-24 on page 7-45 describes the fields in this view.
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. 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. This transaction is committed by a user who can see Inv2 and the External Location.
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For more information, see Setting Up an External Location on page 7-30.
Figure 7-15. Inventory Transactions View
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Table 7-24.
Field
Selected Fields in the Inventory Transactions Applets

Description The date the transaction record was created.
(Sheet 1 of 2)
Transaction date Transaction Id Type
A unique number assigned automatically to this transaction. The category of transaction, reflecting the activity that created this transaction, chosen from a picklist; for example:
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, chosen from a dialog box. A type-in field for the number of products involved in the transaction. A check box indicating that the product has a serial number. This is filled in automatically with the product name. A type-in field for the cycle count number. This field is populated when performing adjustments in the Variance view for cycle counting (see Variance View on page 9-27). The order movement number. The activity number. The defective tag number. This field is populated by generating inventory transactions when creating repair records (see Repairs Views on page 11-15).
Order Part Movement Id Activity Part Id Repair Id
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Table 7-24.
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, chosen from a dialog box. A category that defines a product bucket for the selected product and location, chosen from a picklist; for example, On Hand, In Transit, or Reserved. A category that defines a product bucket, chosen from a picklist; for example, Good or Defective. The name of the inventory location receiving the part, chosen from a dialog box. This applies only to internal transfers. A category that defines a product bucket for the selected product and location, chosen from a picklist; for example, On Hand, In Transit, or Reserved. A category that defines a product bucket, chosen from a picklist; for example, Good or Defective. A check box indicating that the transaction was sent to the database on the Field Service server. The name of a product, chosen from a dialog box. The number of items in the transaction.
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Assets View
The Assets view shows the asset and serial numbers if the product associated with the selected transaction is serialized. Table 7-25 describes the fields in this view.
Figure 7-16. Assets List Applet in the Assets View Table 7-25.
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. The number of serial numbers specified must equal the Quantity of the inventory transaction (see Table 7-24) or it will fail.
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Activities Screen
Activities Screen
The Activities screen has a Field Part Movements view for recording movement of parts in the field, between two trunks or between a trunk and a customer site. The part movements created in this view remain uncommitted until the user clicks the Commit button.
Field Part Movements View

The Field Part Movements view, Figure 7-17 on page 7-49, associates parts movements carried out by an FSE in the field with selected FSE activities. This view can record both committed and uncommitted part movements. For uncommitted part movements, the field service engineer cannot see the part or asset on the mobile computer; Write-In Asset and Write-In Serial Number fields allow recording of this asset and its serial number. Table 7-26 on page 7-50 describes the fields in this view.
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Activities Screen
The Commit button checks that the appropriate information is provided, then tries to create an inventory transaction. Once committed, a record becomes read-only. See Generating Transactions on page 7-69.
NOTE: Before creating a record in this applet, Field Service verifies that the owner of
the activity also owns a trunk inventory.
Figure 7-17. Field Part Movements View
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Activities Screen
Table 7-26.
Field/Button Commit Commit All
Selected Fields in the Field Part Movements List Applet

Description This button commits the transaction for the selected record. This button commits all uncommitted transactions in this applet. The date the part movement took place. The name of the product moved, chosen from a dialog box. The current state of the product, chosen from a picklist; for example, Good or Defective. The quantity of the product transferred. The asset number, if appropriate, chosen from a dialog box. The serial number of the asset, filled in automatically with the asset number. A check box indicating that this transaction was committed. A type-in field for an asset number. This is for an asset that is not yet in the Field Service database on the FSEs laptop, but is on the Field Service server. An inventory transaction for the asset is not generated until the user synchronizes. A type-in field for a serial number. This is for an asset that is not yet in the Field Service database on the FSEs laptop, but is on the Field Service server. An inventory transaction for the asset is generated when the user synchronizes. The origin of the product in this transfer, chosen from a picklist; for example, Service Order, Trunk, Customer. The destination of the product in this transfer, chosen from a picklist; for example, Service Order, Trunk, Customer. This is the trunk for the employee to which the activity is assigned, chosen from a dialog box. The number of the service order, if a service order is the source of this transfer. A check box indicating that this product is billable to the customer.
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
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Service Inventory Reports

The Service Inventory screen provides the reports listed in Table 7-27.
Table 7-27.
Report Products Below Minimum Level by Location

Description A list of products of good quality and below the minimum stock level at a selected location. 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.
Product List by Location Inventory Cost Detail

This section includes procedures for setting up a service inventory, cycle counting, and remote field service clients.
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Setting Up a Service Inventory

A primary objective of Service Inventory is to record the organization of inventory. Figure 7-18 shows an example of an inventory structure.
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. Sample of a Service Inventory Structure
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Figure 7-19 shows the sequence of tasks for setting up a service inventory.
Inventory Locations and Inventory Types Create inventory locations
Inventory Relationships
Define relationships between inventory locations
Define inventory transactions
Create inventory typess
Product Buckets
Cycle Counting
Define product buckets
Configure cycle counting
Figure 7-19. Setting Up a Service Inventory
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Setting Up Service Inventory

These are procedures for setting up the structure and operation of an inventory system using Siebel Field Service. The procedures may require administrative access.
Defining Products for Field Service

Follow these procedures to define products.
To create product lines

1 Choose Marketing Administration Products Products. 2 Create a new record for each new product. 3 Complete relevant information in the other product views.
To create serialized and non-serialized products

1 Choose Marketing Administration Products Products. 2 Select a product. 3 Choose Marketing Administration Products Product Field Service Details. 4 In the Field Service Details applet, check Serialized if the product has a serial or asset number.
To specify assets for a product

1 Choose Assets All Assets. 2 Create a new record for an asset. 3 If the asset has a serial number, type it into the Serial Number field. 4 In the Product field, choose a product from the Pick Product dialog box.
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To specify allocation of products

1 Choose Marketing Administration Products Products. 2 Select a product. 3 Choose Marketing Administration Products Product Field Service Details. 4 Check the desired allocation modes: Allocate Below Safety, Auto Allocate, and Auto Substitute. 5 In the Inventory applet, review existing inventory options or create new records for additional inventory locations from which this product may be allocated.
Setting Up an Inventory
Follow these procedures to set up an inventory.
To define inventory types

1 Choose Service Administration Service Inventory Inventory Types. 2 Create a new record. 3 For the Inventory Location Type, choose from the picklist. 4 Set the parameters for cycle counting, as required (see Inventory Types View on page 7-16).
To create inventory locations

1 Choose Service Inventory All Inventory Locations (see Inventory Locations Views on page 7-27). 2 In the Inventory Location applet, add a new record.
The Name field uniquely identifies an Inventory Location.
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To add a product to inventory

1 Service Inventory Product Buckets (seeProduct Buckets View on page 7-31). 2 In the Inventory Locations applet, select the inventory location to which you want to add a product. 3 In the Products list applet, add a new record for the new product, specifying Min, Max, and Safety Levels, ABC and XYZ classes for cycle counting, and substitution and allocation specifications.
To define physical locations

1 Choose Service Inventory All Inventory Locations. 2 Create a new record. 3 Type in the name of the physical inventory location. 4 In the Type field, choose any type from the picklist except Virtual. 5 Complete the remaining fields as needed.
To set up an order for using inventory locations

1 Choose Service Inventory All Inventory Locations. 2 In the Location Order field enter single numbers, starting from 1, indicating the preferred order for using inventory locations.
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To set up an order for using product buckets

1 Choose Service Inventory Product Buckets. 2 In the Buckets applet, type a set of numbers into the Location Order field that indicate the preferred sequence for using products in specific physical locations; for example, 12 or 231. 3 In the Locator 1, Locator 2, and Locator 3 fields, type a description of these physical locations.
NOTE: The Location Order fields in the Inventory Locations and Product Buckets views are informational only. They have no effect on the Fulfillment or Cycle Counting engines.
Location order for inventory locations takes precedence over that for product buckets.
To create an external (virtual) location

1 Choose Service Inventory All Inventory Locations. 2 Create a new record. 3 Type in the name of the virtual inventory location; for example, External. 4 In the Type field, choose Virtual from the picklist. 5 Complete the remaining fields as needed.
To associate each location with a position

1 Choose Service Inventory All Inventory Locations. 2 Select an inventory location. 3 In the Position field, choose the position from the dialog box.
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To define the roles associated with a location

1 Choose Service Inventory All Inventory Locations. 2 Select an inventory location from the Inventory Locations list applet. 3 In the Roles applet, create a new record. 4 Choose a value for Role Name from the picklist. 5 To associate the role with a position, choose a value for the Position field from the dialog box.
To associate vendors with inventory locations

1 Choose Service Inventory Authorized Vendors. 2 In the Inventory Location list applet, select a location. 3 In the Authorized Vendors applet, add a new record for each vendor.
To associate a location with organizations

1 Choose Service Inventory All Inventory Locations. 2 In the Inventory Locations list applet, go to the Organization column. 3 Click New in the Organizations dialog box. 4 In the Add Organizations dialog box, select an organization and click Add. 5 In the Organizations dialog box, click Close.
To specify the default organization for an inventory location

1 Choose Service Inventory All Inventory Locations. 2 In the Inventory Locations list applet, go to the Organization column. 3 In the Organizations dialog box, click in the Primary column to place a check next to the default organization.
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To define bucket categories

1 Choose Service Administration Service Inventory Inventory Bucket Categories. 2 Create a new record. 3 Choose availability and status from the picklists for these fields.
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, select the Inventory Location where the product is stored. 3 In the Products applet, select or add the product. 4 In the Buckets applet, select or create a bucket for the product.
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, select an Inventory Location. 3 In the Products applet, select a product. 4 In the Buckets applet, create a new record for the product. 5 Choose the availability and status from the picklists for these fields.
To define the relationships between inventory locations (physical and replenishment relationships)
1 Choose Service Inventory Relationships (see Relationships View on page 7-39). 2 In the Inventory Location applet, select an inventory location. 3 In the Relationships applet, add a new record.
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4 Click the down arrow in the Name column to open the Pick Inventory Location dialog box, and select an inventory location. 5 Specify the relationship between the first inventory location and the second inventory location (Replenishes, Fulfills, Sublevel),
To update recommended inventory levels

1 Choose Service Inventory Product Buckets (see Product Buckets View on page 7-31). 2 In the Inventory Location applet, select an Inventory Location. 3 In the Products applet, select a product. 4 Type in new values for the Min, Max, and Safety fields (see Table 7-11 on page 7-32).
Setting Up Inventory Transactions

Follow these procedures to define inventory transactions.
To define types of inventory transactions

1 Service Administration Service Inventory Inventory Transaction Types. 2 Create a new record for each transaction type. 3 Choose the name of a transaction from the picklist.
Setting Up Cycle Counting

Follow these procedures to set up cycle counting.
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). 2 Query or select an Inventory Location. 3 Specify the XYZ or ABC classification (in the Count Based On field), the Counting Frequency, and the Counting Period for the inventory categories (A/X, B/Y, C/Z).
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4 Choose Service Inventory Product Buckets (seeProduct Buckets View on page 7-31). 5 Select the product in the Products list applet and specify its ABC and XYZ classification.
NOTE: For other procedures for cycle counting, see Setup and Configuration for Cycle Counting on page 9-39 and Running the Cycle Counting Engine on page 9-8.
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). An inventory can be a field engineers trunk, a warehouse, or a sublevel, such as a shelf or an aisle in a warehouse. You can add product buckets at any level in your inventory structure. Building an inventory requires decisions about:
s
Which of your service businesss inventory locations are tracked using Service Inventory, and which are tracked by other means, such as an external back office inventory system. How many hierarchical levels are appropriate for each inventory location in your business.
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Inventory Types
Different types of inventory locations can be defined in Siebel Field Service (see Inventory Types on page 7-62). Each one of them may serve different functions. The warehouse is the default inventory location. This is the level where the inventory fulfillment and replenishment relationships are defined. Also, pick tickets are generated at this level. Virtual inventory locations are logical groupings of inventory locations; for example, one virtual inventory location named External is important for proper functioning of inventory transactions. This is a part of the seed data with ROW_ID value VIRTUAL_INVLOC. This can be treated as a void or out of the system virtual inventory location. It is used when receiving items from outside the system; in this case the destination is one of the inventory types in the system, but the source is not. A virtual inventory location is used as a source.
Product Buckets
Product buckets are categories for tracking products. Each product has two variables: availability and status. Here are some examples of buckets for one product:
Availability Status
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. New products and buckets can be added in this view, but it is not necessary to create product and bucket records manually. When an inventory transaction occurs, products and buckets are automatically created if they do not exist. However, products created this way are not assigned levels (Min, Max, and Safety) or cycle counting classifications (ABC Class and XYZ Class), so records in the Product applet may need updating.
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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. If you serialize a product (by checking the Serialized check box), then a serial number is required for all movements and transactions for assets of this product:
s s s s s
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. Whenever a serialized product is shipped or received, Field Service expects the right number of assets with serial numbers; for example, if four serialized hard drives are shipped or received, Field Service expects that four separate serial numbers are entered.
Inventory Relationships
An inventory location is normally related to other locations by relationships. An inventory structure typically consists of a complex network of relationships. Relationships define physical spaces, replenishment sources, fulfillment sources, and cycle counting lists. See Relationships View on page 7-39.
A big warehouse can be implemented two ways in Siebel Field Service. The simple way is to create one inventory location, maintain the products at this location (product buckets), and then attach the physical location to the bin level. Locators at the bucket level can store values like A1S3B7, meaning Aisle1, Shelf3, and Bin7.
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The other way to implement a warehouse is to define each aisle, shelf, and bin as one inventory location. Only bin-level inventory will have product; typically only one or two in each bin. The inventory name can reflect the combination of location and product. These different inventories can be linked to each other using the relationship type Sub-level, indicating that Aisle1 is a sub-level inventory of Warehouse. While considering fulfillment or generating the cycle counting lists, or while running the replenishment at the warehouse level, all the inventories below the warehouse level (connected using sub-level) are automatically considered. To boost the performance of Field Service (for example, to avoid traversing a tree every time to find all sub-inventories for this warehouse), there is a denormalized table in Siebel Field Service. This table stores every child of a parent inventory, direct child, or grandchild (any level deep). If an inventory hierarchy is defined as follows:
s s
Inventory A is parent of Inventories B, C, and D Inventory B is parent of inventories E and F
Table 7-28 summarizes the entries in the denormalized table.

Table 7-28. 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).
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Inventory locations may also be related through replenishment. For example, 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. The Replenishment engine uses this relationship to identify the source and destination of inventory.
NOTE: Fulfillment and replenishment relationships between inventory locations should be set at the warehouse level, and not at lower levels, such as aisles, bins, or shelves. When using relationships, the Fulfillment, Replenishment, and Part Locator engines automatically search for parts at lower levels by using the sublevel relationship.
Tracking an Inventory Location

s
There are two methods to track a parts physical location in an inventory location: If the inventory location is defined down to the shelf or bin level, attach the product bucket to a bin or shelf, whose fixed location identifies the part. Type a description, in the Locator fields in the Product Bucket view, of where the part is in an inventory location. This view provides three Locator fields to allow for multiple possible locationsfor instance, a part called Defective 1 GB HD might be found first in the northeast corner of the San Francisco field office, second on shelf A in the supplies room, and third on shelf B in the supplies room.
Location Order
Service Inventory tracks location order, which matches a product bucket to the physical layout of the warehouse. This matching optimizes the pick ticket and the cycle counting processes by ordering line items according to the physical layout of the warehouse, minimizing walking distance for the warehouse clerk.
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To optimize the pick ticket process (and the cycle counting process, see Cycle Counting on page 9-5), you can define the location order at two levels:
s
Inventory locations, if a pick ticket is generated across multiple inventory locations (locations of type aisles, shelves, or bins) (see Inventory Locations Views on page 7-27). Product buckets (used mostly where an inventory structure is not very detailed) (see Product Buckets View on page 7-31).
Location order is represented by numeric values. Pick Ticket Line Items and Cycle Count Part Lists can be ordered based on this value. To take advantage of this feature, make sure that the location numbers in the Inventory Locations or Buckets applet are in the order of the optimized path in the warehouse.
NOTE: The Location Order fields in the Inventory Locations and Product Buckets views are informational only. They have no effect on the Fulfillment or Cycle Counting engines. Location order for inventory locations takes precedence over that for product buckets.
Field Service uses inventory transactions to update inventory levels in response to parts movements. As inventory transactions are entered, they update the quantities in product buckets. Every inventory change is tracked through an inventory transaction; it is not possible simply to change the quantity in a location. An inventory transaction occurs between two locations or whenever there is change in a bucket. These are the types of inventory transactions:
Adjustment
Adjusts inventory levels; for example, if after a cycle count there is a variance between original inventory and counted inventory. Manually generated in the Inventory Transactions screen. Adds inventory into a Reserved bucket. Automatically generated when the Allocate action is called on an order line item. Clears inventory from a Reserved bucket. Automatically generated when the De-Allocate action is called on an order line item.
Allocate De-Allocate
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Exchange Between FSEs
Moves inventory from one trunk inventory to another; intended to move inventory from one Field Service Engineer to another. Manually generated in the Inventory Transactions screen. inventory between Field Service Engineers and warehouses. Manually generated in the Inventory Transactions screen.
Over-the-Counter Moves inventory from one bucket to another; intended to move
Receive Internal Moves inventory from an In-Transit Inventory bucket to a defined
physical bucket, such as a shelf in a warehouse. Automatically generated in the Receiving screen.
Receive Other Ship Internal
Enters inventory into an inventory bucket on receipt. Automatically generated in the Receiving screen. Moves inventory from a physical bucket to an In-Transit bucket for internal orders. Automatically generated in the Shipping screen. Moves inventory from a physical bucket to an In-Transit bucket for non-internal orders. Automatically generated in the Shipping screen. Moves inventory from one bucket to another, whether the buckets are in the same warehouse or not. Manually generated in the Inventory Transaction screen.
Ship Other
Stock Transfer
In Siebel Field Service, the service parts inventory is maintained through inventory transactions. 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. An example of a bucket is 50 CD-ROMs on hand and in good condition at an Oakland warehouse.
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The quantity in a bucket is never updated directly. Any change is made through an inventory transaction. Each inventory transaction has a product, a quantity, a source (the location the product moves from), and a destination (the location where it moves to). In addition, it has other attributes, such as who created the transaction, when it was created, and other information, like related documents (order, activity, or cycle counting). 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. Allocate or de-allocate a part against an order line item on order entry manually, or through an engine (Fulfillment). Ship a pick ticket and click the Process Shipment button on Shipping Pick Ticket. Receive an order and click the Generate Transaction button on Receiving Receive Internal Order, Receive Purchase Order, or Receive Repair Order.
In addition, the transactions can be created directly on the Inventory Transactions screen.
Three Phases of an Inventory Transaction

1 Creation, where a row is inserted in S_INV_TXN and, if applicable, rows are inserted in S_INVT_XN_ASSET. 2 Commit, where the transaction is validated, the buckets are created if not already present, 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. 3 Apply the quantity changes to the buckets from the ledger entries.
Phases Two and Three take place within the boundary of a single database transaction to ensure the consistency of data.
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The commit phase of a transaction begins when the record is saved with the commit flag set. At the time of commit, the following validations are performed:
s
If the Product is serialized, then: S_INV_TXN.QTY = Sum of total number of rows in S_INV_TXN_ASSET (If the product is serialized, 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.)
For each row in the S_INV_TXN_ASSET table: S_ASSET.PROD_INV_ID (Bucket Id) should belong to the Source Inventory Location (identified by S_INV_TXN.PHYS_SRC_INVLOC_ID), except if the Source Inventory Location is Customer.
If the transaction passes these validations, 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. For each row in the S_INV_TXN_ASSET table: Update S_ASSET.PROD_INV_ID (Bucket Id) = DESTINATION.BKT.ID, S_ASSET.INVLOC_ID = ROW_ID of the Destination Inventory Location.
Generating Transactions
The following sections describe the rules for generating inventory and asset transactions.
Rules for Inventory Transactions

If a product is serialized:
s s s
The asset for the part movement cannot be empty. The quantity of the part movement should be 1. The asset needs to be from the source bucket.
When these conditions are met, the inventory transaction is generated.
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If the product is not serialized and the asset is empty, a committed inventory transaction is generated without an inventory transaction asset. If the asset is not empty, the quantity of the part movement is 1 and the asset must be from the source bucket. When these conditions are met, a committed inventory transaction and an inventory transaction asset are generated.
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, asset transactions are generated. Otherwise, there is no need to generate an asset transaction.
Types of Inventory Transactions

Table 7-29 summarizes the different types of inventory transactions in Siebel Field Service.
Table 7-29. 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
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Table 7-29.
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
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. 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. The assets rows are included in the transaction validation if the product is serialized.
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Transactions for Part Movements in the Field

When a field service engineer reports part movements in the field, specific types of transactions (Table 7-30 on page 7-72) are generated automatically. For example, 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 customers install base and has put it in his or her trunk. 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).
Table 7-30. 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
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Mobile Inventory Transaction Engine

Siebel Field Service provides for recording part movements in the field (mobile inventory), without synchronization with the Field Service server. This allows FSEs to record transfers of assets without having the asset number or serial number on the FSEs local laptop. Normally, this would cause a transaction to fail. With Field Service, the part movement is recorded, but not applied to the inventory. On synchronization, parts movement transactions are sent to a Field Service server and recorded in the database. If these transactions are marked as uncommitted, the system administrator can commit them (see To commit transactions reported by mobile clients on page 7-10). The server component FSInvTxn is a part of the server component group FieldSvc. The engine is invoked through Service Administration Parts Movement Administration. This view is used to commit field part movements to the database.
Input
All uncommitted field part movements, or selected field part movements.
Output
For each uncommitted field part movement:
s s s s s s s
Create committed inventory transactions (Receive Other/Ship Other). Create inventory transaction asset. Create new ledger records (for the source and destination). Update the quantity of the source and destination buckets. Update Asset (update INVLOC_ID and PROD_INV_ID). Create asset transaction. Commit the field part movement.
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Criteria
If the asset doesnt belong to the source bucket, leave it uncommitted and dont do anything or otherwise create the right output.
Table 7-31.
Business Comp/ Object Action
Business Object for the Mobile Inventory Engine
Table S_ACTPART_MVMT
Class::Base Class CSSBCActivityPartMvmt : CSSBCBase
Description Changed: CSSBCActivityPartMvmt::AddAssetTxn(); CSSBCActivityPartMvmt::AddInvTxn(); CSSBCActivityPartMvmt::SqlWrteRecord();
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
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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, a process known as synchronization.
Setting Up Siebel Remote

Follow these procedures to set up communication with a remote client.
To set up a server connection to a remote client

1 Choose Siebel Remote Administration Remote Clients. 2 In the Mobile Clients applet, add a new record. 3 For Routing Group, select Mobile Client - Standard from the Pick Routing Group dialog box. 4 Choose Server Administration Enterprise Configuration Enterprise Component Groups. 5 Select Siebel Remote. 6 Click the Enable button to activate Siebel Remote. 7 Choose Server Administration Enterprise Configuration Batch Component Administration. 8 Click the Synchronize button. 9 For Siebel Field Service running under a Solaris operating system, run the start_server and stop_server shells. 10 For Windows NT, choose Settings Control Panel Services. a Select Siebel Server. b Click Stop, then click Start.
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To set up a a remote client

1 Choose Server Administration Servers Server Tasks. 2 Add a new record. 3 Select Generate New Database. 4 Click Start. 5 Wait until the Status field reports Completed Successfully. 6 Add a new record. 7 Select Database Extract. 8 Click Parameters. 9 In the Client Name record, enter the client name in the Value field. 10 Click Start. 11 Wait till the Status field reports 1 client(s) extracted.
To log on to the local database for the first time

NOTE: The Transaction Processor must be running prior to database initialization.
See the Siebel Remote and Replication Manager Administration Guide.
1 Connect the mobile client to the server, or run the server locally. 2 Start Siebel Field Service. 3 Log on, selecting Local for the database. 4 Enter a new user name and password. 5 Choose Server Administration Servers Server Tasks. 6 Select Transaction Merger. 7 Click Start.
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8 Optional: Click Parameters and type a new, smaller value for Sleep Time. The Default is 60 seconds.
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.
9 Select Transaction Router. 10 Click Start.
To synchronize a Field Service server with a remote client

1 Connect the remote client to the server. 2 Log on to your remote client. 3 Click the Synchronize database icon on the toolbar, or choose Synchronize from the File menu.
The Status bar reports Synch when synchronization is complete.
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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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-48 System Preferences for the Fulfillment and Part Locator Engines . . . . . . . 8-49 Engine Parameters for the Fulfillment and Part Locator Engines . . . . . . . 8-53 Running the Fulfillment and Part Locator Engines . . . . . . . . . . . . . . . . . 8-54
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About This Chapter
About This Chapter

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

Fulfillment
The process of identifying ordered items in inventory, allocating (reserving) them to selected orders, and generating pick tickets for use in shipping these items. The Fulfillment engine generates an inventory transaction for a specified product, quantity, source, and status, based on the priority of the order and the relationships defined for the account selected or order terms specified. Document for replenishing stock or moving inventory among inventory locations. An option of Siebel Field Service that includes the Fulfillment and Part Locator engines, the Replenishment engine (see Setup and Configuration for the Replenishment Engine on page 9-49), and the Cycle Counting engine (see Cycle Counting on page 9-5). Document for buying inventory from external vendors. Document for ordering repairs, shipping parts to be repaired to a third party, and receiving the repaired parts. Return materials authorization, with a unique RMA Id. Document for handling customer returns that require immediate shipment of a replacement part, instead of waiting for the damaged part to be received. Document for handling customer returns that require receiving, repairing, and shipping a part back to a customer. Document for receiving inbound returns from customers. Document for the sale of new finished goods to customers, normally from manufacturing inventory. Document that authorizes the request from a customer for service on existing products, including replacement or repair of parts.
Internal order Logistics manager
Purchase order Repair order RMA RMA advance exchange
RMA repair return RMA return Sales order Service order
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This section describes the orders used in field service activities and how Siebel Field Service processes these orders. It also provides detailed procedures for using the screens and features provided with Siebel Field Service. For details on individual screens, see Screens and Views for Orders on page 8-20. For procedures on setting up orders, see Setup and Configuration on page 8-40.
RMAs
An RMA authorizes a customer to return products. RMAs can be advance exchanges, which authorize allocation, pick-up, and shipping an exchange product to the customer before receipt of the customers defective product. RMAs also include repair and return orders, which order a product repaired and shipped back to the customer.
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Figure 8-1 illustrates a business flow for an RMA and RMA advance exchange.
Figure 8-1.
Business Flow for an RMA and RMA Advance Exchange
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Figure 8-2 illustrates a business flow for an RMA return.
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.
Business Flow for an RMA Return
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Figure 8-3 illustrates a typical business flow for a service order.
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.
Business Flow for Service Orders
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Repair Orders
A repair order is an order used to obtain the repair of defective parts from a thirdparty vendor, to ship a defective part to the third-party repair center, and to receive the refurbished or repaired part. Figure 8-4 illustrates a business flow for a repair return.
Receiving Part RMA OTC Stock Transfer
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 6.1
Business Flow for a Repair Return Siebel Field Service Guide
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Internal Orders
An internal order is an order to transfer products between two internal inventory locationsusually the result of a replenishment process. Figure 8-5 illustrates the business flow for an internal order.
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.
Business Flow for an Internal Order
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Purchase Orders
A purchase order is an order to buy products from an outside vendor or from manufacturing.
Fulfillment
Siebel Field Service provides two methods for filling an order automatically:
s
The Fulfillment engine automatically locates in inventory the ordered items (or substitutes for these items), allocates these items, and generates a pick ticket. The Parts Locator is a semi-automatic version of the Fulfillment engine. It gives the user control over fulfillment of individual line items in an order. The user can select the line items and choose to carry out these automatic procedures for the selected items:
s s s
Find products or substitutes in inventory. Allocate these items. Generate pick tickets.
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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
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Creating and Tracking Orders

Follow these procedures to create and track orders.
To create a service order

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

1 Choose Orders All RMAs/Service Orders (see All RMAs/Service Orders View on page 8-24). 2 Add a new record. 3 Select Purchase Order for the type. 4 Click the order number to go to RMAs/Service Order Line Items (see Line Items View on page 8-27). 5 In the Line Items applet, add records for each product ordered.
To create an internal order

1 Choose Orders All RMAs/Service Orders (see All RMAs/Service Orders View on page 8-24). 2 Add a new record of the type Internal Order. 3 Choose Orders RMAs/Service Order Terms (see Terms View on page 8-36). 4 Specify both shipping and receiving locations in the From and To Inventory fields. 5 Click the Line number to go to Orders RMAs/Service Order Line Item Actions (see Line Item Actions View on page 8-31). 6 In the Line Item Actions applet, assign action types (Allocate, Substitute, Ship, Receive, De-Allocate, or Backorder) to the line item.
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To create a repair order

1 Choose Orders All RMAs/Service Orders (see All RMAs/Service Orders View on page 8-24). 2 Add a new record, specifying Repair Order as the Type. 3 Click the Order Number to go to RMAs/Service Order Line Item (see Line Items View on page 8-27). 4 In the Line Items list applet, add the items to be repaired. 5 Choose Orders RMAs/Service Order Terms (see Terms View on page 8-36). 6 Specify the source inventory in the From field. 7 Specify the external provider in the To Inventory field (the destination). 8 Choose Orders RMAs/Service Order Line Item Actions (see Line Item Actions View on page 8-31). 9 In the Line Item Actions list applet, add a new record, specifying Allocate as the Action Type. 10 Click Generate Pick Tickets to create the pick ticket for the shipment.
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 Select an order. 3 Choose Orders RMAs/Service Order Line Item (see Line Items View on page 8-27). 4 In the Line Items applet, select a record. 5 Choose Orders RMAs/Service Order Line Item (see Line Items View on page 8-27). 6 In the Line Items applet, add a record for each item in the order.
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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). 2 Select an order. 3 Choose Orders RMAs/Service Order Line Items (see Line Items View on page 8-27). 4 In the Line Items applet, select a record. 5 Choose Orders RMAs/Service Order Line Item Actions (see Line Item Actions View on page 8-31). 6 In the Line Item Actions applet, create a new record for each action.
Action types may be Ship, Allocate, and so on.
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 the order from the list applet. 3 Check the Status column.
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). 2 Select an order. 3 Click the order number to go to RMAs/Service Order Line Items (see Line Items View on page 8-27). 4 Select the line item to allocate for the order, or create new line items. 5 Choose RMAs/Service Order Line Item Actions (see Line Item Actions View on page 8-31).
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6 Add an action record and choose Allocation as the action type.

NOTE: If the Logistics Manager and its Fulfillment engine are installed, specifying
Allocate actions is unnecessary. Instead, use the Fulfillment engine.
7 Specify Source Inv Loc, Availability, and Status. 8 Generate a shipment number by clicking Generate Pick Tickets.
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). 2 Select an order. 3 Click the Order Number to go to RMAs/Service Order Line Items (see Line Items View on page 8-27). 4 In the Line Items applet, select the Product to allocate, 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, add a new record for the Product. 6 Specify Allocate as the Action Type. 7 Specify the source inventory location (Source Inv Loc field).
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 a repair order. 3 Choose Orders RMAs/Service Order Repairs (see Repairs View on page 8-37). 4 In the RMA/Service Order applet, click Generate Pick Ticket.
NOTE: All subviews of Orders RMAs/Service Order contain the Generate Pick
Ticket button.
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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). 2 Select an order. 3 Choose Orders RMAs/Service Order Terms (see Terms View on page 8-36).
Fulfilling Orders
Follow these procedures to fulfill service orders.
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). 2 Query the order to fulfill. 3 Select a line item in the Line Items applet and click Locate.
The Part Locator searches for the product or specified substitutes through available inventory locations, and then loads the list of available and substitute parts in the Available Products/Available Substitutes applet.
NOTE: To view or allocate available substitutes, click the Toggle button in the
Available Products/Available Substitutes applet.
4 In the Available Products/Available Substitutes applet, select the Inventory Locations from which you want to allocate the product. 5 Select the quantity of a selected line item. If no quantity is specified, the available quantity is allocated.
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6 Click the appropriate button:

s
Allocate All. Allocates available parts automatically, starting with the first
listed inventory location.

s
Allocate. Allocates the selected line item.
The allocated parts appear in the Line Item Allocation applet.
7 Complete the fulfillment by clicking Generate Pick Tickets in the RMA/Service Order applet.
Field Service generates a Pick Ticket for each inventory location from which parts are allocated.
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). Orders All RMAs/Service Orders across Organizations.
2 Select one or more orders. 3 Click Fulfill to fulfill selected orders, or click Fulfill All to fulfill all orders.
To fulfill order line items

1 Choose Orders RMAs/Service Order Line Items (see Line Items View on page 8-27). 2 Select line items for a service order. 3 Click Fulfill to fulfill selected line items, or click Fulfill All to fulfill all line items.
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Screens and Views for Orders

Table 8-2.
Screen Application Administration

Views Order Action Types Order Types
(Sheet 1 of 2)
Role/Procedures (Click to see full procedure.) Define the actions that may be associated with order types. Define the types of orders. Record all orders related to service and inventory replenishment: internal, purchase, RMAs, and service orders. 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
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Table 8-2.
Screen Orders

Views
(Sheet 2 of 2)
Role/Procedures (Click to see full procedure.) Define all products required to fulfill an order. 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. These activities must be completed to fulfill the order. 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. 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. View a summary of an order, shipping instructions and billing instructions. 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.
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Application Administration Screen

The Orders views on the Application Administration screen has two subviews for configuring orders. The processing of orders is defined by actions. These actions indicate that the product has been reserved for a line item (allocate action), it has been substituted by another product, it has been shipped, or it has been received.
Order Action Types View

The Order Action Types view (Application Administration Orders, Figure 8-7) defines the actions that may be associated with an order type. Table 8-3 on page 8-23 describes the field in this view.
Figure 8-7.
Order Action Types List Applet in the Order Action Types View
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Table 8-3.
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. See Line Item Actions View on page 8-31). The order types are chosen from a picklist.
Line Item Action Type
Order Types View

The Order Types view (Application Administration Orders) defines the types of orders that are available. Table 8-4 and Table 8-5 describe the fields in this view.
Table 8-4.
Field Order Type
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, RMAs/Service Orders applets). Choose order types from a picklist.
Table 8-5.
Field
Field in the Associated Action Types List Applet

Description Action types, chosen from a picklist, that are associated with individual order types.
Line Item Action Type
NOTE: Never delete order types or order action types, as their Row Ids provide values for tables elsewhere in Orders. To change or replace an order type or an order action type, modify the List of Values and then update (do not delete and re-enter) the Type entry.
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Orders Screen
Orders Screen
All RMAs/Service Orders View
The All RMAs/Service Orders view, Figure 8-8 on page 8-24, records all orders related to service and inventory replenishment: internal, purchase, RMAs, and service orders. Table 8-6 on page 8-25 describes the fields in this view. This view shows only the service orders that belong to the organizations to which the user also belongs. See Inventory Locations Across Organizations on page 7-27 and Inventory Transactions Across Organizations on page 7-43.
Figure 8-8.
All RMAs/Service Orders View
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Orders Screen
NOTE: The All RMAs/Service Orders across Organizations view displays the orders
that belong to all organizations in the field service business.
Table 8-6.
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). The date the order record was created. A check box indicating that this order is active. This check box defaults to True when the order is created. When this field is not checked, the record becomes read-only. A unique Id assigned to this record. The category of order, chosen from a picklist; 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, chosen from a picklist; for example, New, Open, In-transit, or Pending. A status of New or Open allows the Part Locator to fulfill this order. The name of the customer receiving this order, chosen from a dialog box.
Account
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Table 8-6.
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. The level of importance for this order, chosen from a picklist; for example, Low or High. A check box indicating that this order is approved for fulfillment. The name of the person approving this order, chosen from a dialog box. A check box indicating that this order is billable to the customer. The type of currency used to bill this order, chosen from a dialog box. The price list used to bill this order, chosen from a dialog box. The discount applied to the total price of this order, chosen from a picklist. If the order results from a service request, the number of the service request, chosen from a dialog box. If the order results from a previous quote, the number of the quote, chosen from a dialog box. The date that the customer requested for fulfilling this order.
NOTE: With an RMA advance exchange, the customer is not required to send the defective part before receiving a replacement. It would be advisable to create a Workflow Manager policy which tracks unreturned parts and reminds the customer, by email, to return those parts.
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Line Items View

The Line Items view (RMAs/Service Order Line Items, Figure 8-9) records all products required to fulfill an order. Table 8-7 describes the button in this view.
NOTE: Subviews of the RMAs/Service Orders view have a Generate Pick Tickets
button.
Table 8-7.
Button
Button in the RMS/Service Order Form Applet

Description This button generates a pick ticket for line items that have been allocated. For the details of how this button works, see Generating Pick Ticket Button on page 8-45.
Generate Pick Tickets
Figure 8-9.
Line Items List Applet in the Line Items View
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Orders Screen
Table 8-8.
Field/Button Fulfill

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

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

Description
(Sheet 3 of 3)
Current Discount
The current discount percentage for the quantity ordered. For instance, if the user ordered 70, and the discount for 5099 items is 10%, this field shows 10%. The volume discount for the next highest level. For instance, if the user ordered 170, and the discount for 100200 items is 15%, this field shows 15%. This is a read-only message that encourages the user to purchase a higher volume. For instance, if the user ordered 70, and the discount for 100200 items is 15%, this might show the message, If you buy 30 more, your discount will rise to 15%. The inventory location containing this line item, chosen from a dialog box. For internal transfers, the inventory location to receive this line item, chosen from a dialog box. An activity related to this order, chosen from the Pick Related Activity dialog box.
Next Discount
Upsell
Source Inv Loc Destination Inv Loc Related Activity
NOTE: When fulfilling orders, the Fulfillment engine cannot create backorder actions if the line item cannot be entirely fulfilled. Instead, the remaining quantity that should be fulfilled is computed each time the Fulfillment engine is run against the order.
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Orders Screen
Line Item Actions View

The Line Item Actions view (RMAs/Service Order Line Item Actions, Figure 8-10) records activities associated with an order line item. These activities must be completed to fulfill the order. Table 8-9 on page 8-32 describes the fields in this view.
Figure 8-10. Line Item Actions View
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Table 8-9.
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. The date that this record was created. The type of action, chosen from a dialog box; for example, Ship, Allocate, Receive, or Substitute. The name of the selected line item; inherited from the Line Item applet. The number of selected line items. The location in inventory of the selected line item, chosen from a dialog box. The availability status of the product at the source inventory location, chosen from a picklist; for example, In Transit or On Order. The condition of the product at the inventory location, chosen from a picklist; for example, Good or Defective. If a product is transferred within the service business, this is the inventory location to receive the product, chosen from a dialog box. The availability status of the product at the source inventory location, chosen from a picklist; for example, In Transit or On Order. The condition of the product at the inventory location, chosen from a picklist; for example, Good or Defective. Usually the same as Source Status. Exceptions arise, for example, from damage during shipping or movement of damaged products. The asset number for this product, chosen from a dialog box. The shipping number for this product, chosen from a dialog box. The pick ticket number for this product. The number of the waybill for shipping this item.
Product Name Quantity Source Inv Loc Src. Availability Source Status Destination Inv Loc Dest. Availability Dest. Status
Assets Shipment # Pick Ticket Waybill #
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Line Item Part Locator View

The Line Item Part Locator view (RMAs/Service Order Line Item Part Locator, Figure 8-11) finds the product to allocate to a line item in an order. The Allocate buttons reserve the product for an order. Table 8-10 through Table 8-12 on page 8-34 describe the fields in this view.
Figure 8-11. Line Items, Available Products/Available Substitutes, 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.
Table 8-10.
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. These appear in the Available Products/Available Substitutes applet. This button finds available products or substitute in an inventory location for all line items. These appear in the Available Products/Available Substitutes applet.
Locate All
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Table 8-11. List Applet

Field/Button Allocate Allocate All Qty
Selected Fields in the Available Products/Available Substitutes
Description Reserves the selected line item. Reserves all line items. The number of each line item to allocate when the Allocate or Allocate All button is activated. If no quantity is specified, the available quantity is allocated. The name of the product, chosen from a dialog box. The location of the product in the service inventory. The number of this item in inventory with the status of available.
Product Inventory Location Quantity Available
Table 8-12.
Field/Button Product
Fields in the Line Item Allocation Applet

Description The name of the product, chosen from a dialog box. The location of the product in the service inventory. The number of this item in inventory that have been reserved for this line item. The shipping number for this product, chosen from a dialog box.
Inventory Location Quantity Allocated Shipment #
NOTE: Substitutions are unidirectional. Product A may substitute for product B, but
B cannot substitute for A unless that substitution is explicitly defined.
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Line Item Warranties View

The Line Item Warranties view (RMAs/Service Order Line Item Warranties, Figure 8-12) shows the warranties associated with a product. For more information about warranties, see Chapter 6, Warranties. Table 8-13 describes the fields in this view.
Figure 8-12. Line Item Warranties List Applet in the Line Item Warranties View Table 8-13.
Field Name Type

Description
(Sheet 1 of 2)
The name of a warranty; for example, 1-Year Limited Warranty. One of the three type 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. The method of payment for items not covered by the warranty, chosen from a picklist; for example, Cash or No Charge. The method of presenting a claim, chosen from a picklist; for example, E-Mail, Fax, or Phone. Text describing this claim and what is expected. Text describing the claim and what was received. The amount of payment received.
Sub-Type Recovery Type Claim Process Expected Received Recovered Amount
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Table 8-13.
Field

Description The estimated value of this claim.
(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. The actual date for receiving the recovered amount. The current state of this warranty recovery. A check box indicating that a warranty credit is being requested for this line item. A check box indicating that this line item is on loan to the customer. A check box indicating that this item is billable to the customer.
Terms View
The Terms view (RMAs/Service Order Terms) contains a summary of an order, shipping instructions, and billing instructions. For more information, see the online help for the Quotes screen.
NOTE: When creating repair and internal order records, the From [inventory] and To Inventory fields in the Terms view (Terms form applet) must be completed. Failure to set these fields properly will generate an error when shipping or receiving the order.
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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. Table 8-14 describes the fields in this view.
Figure 8-13. Repairs List Applet in the Repairs View Table 8-14.
Field Defective Tag Serial Number Asset Number
Fields in the Repairs List Applet

Description The defective tag number for the repaired item. Click this field to go to Repairs Activities. The serial number for the repaired item. The asset number for the repaired item.
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Orders Charts
Orders Charts
The Orders screen provides the charts listed in Table 8-15.
Table 8-15.
Chart Account and Type Analysis (RMAs/Service)
Orders Analysis
Analysis Two charts:
s s
The number of RMAs/Service orders for each account. The number of RMAs/Service orders of each type.
Account and Type Analysis (Sales)
Two charts:
s s
The number of sales orders for each account. The number of sales orders of each type.
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. The number of sales orders of a specific age. New RMAs/Service orders as a function of calendar period. New sales orders as a function of calendar period. Two charts:
s s
The number of RMAs/Service orders of a specific priority. The number of RMAs/Service orders of a specific status.
Status and Priority Analysis (Sales)
Two charts:
s s
The number of sales orders of a specific priority. The number of sales orders of a specific status.
Trend Analysis by Type (RMAs/Service)
The number of orders of each type as a function of calendar period.
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Orders Reports
Orders Reports
The Reports menu provides the reports listed in Table 8-16.
Table 8-16.
Report All Orders Summary All Orders Detail Order Detail
Orders Reports
Description Summaries of all orders. A complete description of each order, one per page. Detailed information for shipping and billing, line items, and comments for the selected order.
NOTE: Use a query to limit reports to orders of interest.
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This section includes procedures for setting up orders for Field Service.
Setting Up Orders
Follow these procedures to define order types.
To define types of orders

1 Choose Application Administration Orders Order Types. 2 In the Order Types list applet, create a new record. 3 In the Order Type field, choose a value from the picklist.
To define actions supported for an order type

1 Choose Application Administration Orders Order Types. 2 In the Order Types list applet, select the order type to configure; for example, select a Purchase Order. 3 In the Associated Action Types applet, add a new record for each action type that you want to associate with the order type; for example, Allocate.
Setting Up the Fulfillment and Part Locator Engines

Follow these procedures to set up the Fulfillment and Part Locator engines.
To set the parameters for the Fulfillment and Part Locator engines
1 Choose Server Component Requests My Component Requests. 2 In the Component Request form applet, select FSFulfill or FSLocate for the Component/Job. 3 In the Component Request Parameters list applet, find the parameter (see Table 8-18 on page 8-53) in the Name column. 4 Type the new value in the Value column.
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To set asynchronous or synchronous operation of the Fulfillment and Part Locator engines
1 From the View menu, choose Options. 2 In the Options dialog box, choose the Field Service tab. 3 For the Mode of Operation, check or uncheck Asynchronous generation of Replenishment orders.
To set the Fulfillment engine to wait for the fulfillment results

1 Choose Options from the View menu. 2 In the Options dialog box, select the Field Service tab. 3 Uncheck Asynchronous fulfillment of Orders.
To set system preferences for the Fulfillment and Part Locator engines
1 Choose Application Administration System Preferences. 2 Locate the name of the system preference (System Preference Name column) (see Table 8-17 on page 8-50). 3 Type in a new value for System Preference Value. 4 To register changes to system preferences, restart the Field Service server.
To set a default inventory location for fulfillment

1 Choose Application Administration System Preferences. 2 In the System Preference Name column, select DefaultFulfillInvloc. 3 In the System Preference Value column, enter the Row Id of the inventory location (see Table 8-17 on page 8-50). 4 Restart the Field Service server.
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To set inventory location types for fulfillment

1 Choose Application Administration System Preferences. 2 In the System Preference Name column, select InventoryTypeForPT. 3 In the System Preference Value column, enter the Inventory Location Types that you wish to make valid for order fulfillment.
To add an inventory location type, you must enter its name as it appears in the application, enclosed in single quotes.
4 Restart the Field Service server.
To set substitution allocation rules for fulfillment

1 Choose Application Administration System Preferences. 2 In the System Preference Name column, select AllocationRule. 3 In the System Preference Value column, enter 1, 2, or 3 to specify an allocation rule:
s
Rule 1: Always allocate a substitute before searching the next inventory location. Rule 2: Allocate a substitute only if substitution allows shipment from a single inventory location. Rule 3: Never allocate a substitute if the exact product can be found in another inventory location.
To set the Fulfillment engine to fulfill another order status

1 Choose Application Administration System Preferences. 2 In the System Preference Name column, select OrderStatusToBeFulfilled. 3 Add or delete order statuses.
To add an order status, you must enter its name as it appears in the application, enclosed in single quotes. Default vales for items in fulfillment are Open, New, and Pending.

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To set the Fulfillment engine to fulfill another order status for line items
1 Choose Application Administration System Preferences. 2 In the System Preference Name column, select OrderItemStatusToBeFulfilled. 3 Enter or delete order item statuses.
To add an order item status, you must enter its name as it appears in the application, enclosed in single quotes.
Options for Using Orders

Service businesses deploy Field Service Orders in a variety of ways, according to their business processes and needs. Three typical options for using Orders are described in this section.
Option I
s s
RMAs and service orders are created within Siebel Field Service. Customer service representatives have read-only access to inventory levels in order to provide feedback to the customer. The materials manager processes orders using Orders (Allocation, Pick Ticket generation). Warehouse clerks use Orders to process the movement (pick/pack/ship and receipts). Service inventory is tracked using Field Service Inventory. Orders are transferred to a back office system for financial purposes (invoicing, billing, credit). Inventory levels are rolled-up and transferred to a back office system for financial processes.
s s
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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. Service Inventory is tracked using the back office application. 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. Real-time access to the Siebel applications order status and fulfillment information on request.
Option III
s s
RMAs and Service Orders are created within Siebel Field Service. Customer support representatives and materials managers have read-only access to Field Service inventory levels in order to provide feedback to customers, but parts cannot be committed to an order using Field Service Orders. Orders are transferred to a back office system for fulfillment and receipt. Service Inventory is tracked within the back office application but Field Service has read-access so that inventory levels are visible to Siebel users. Integration with the back office application can be bidirectional:
s
s s
Batch feed from the back office application to the Siebel application on order status and fulfillment information. Real-time access to the Siebel applications order status and fulfillment information on request.
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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. This is the logic behind the button:
s
For each line item action of type Allocate, where the item is not on a pick ticket (the Shipment number field is blank), the Generate Pick Ticket function tries to create a valid pick ticket (a new row in table S_SHIPMENT). In doing so it looks at the source inventory where the allocation is done. If this inventory is not of type Warehouse, then it tries to find a parent inventory for the source inventory with the type Warehouse. If one is found, then it generates a pick ticket at this location. For other line item actions that have same source, the same pick ticket is used. Only when source warehouses are different will a new pick ticket be generated. Associates the line item action to that pick ticket by updating the Shipment number field.
Special Considerations for Internal Orders

An internal order is between two inventory locations that are recorded as inventory locations. It is necessary to input the source (From:) and the destination (To:) inventory locations in Orders Terms. This enables Siebel Field Service to track the in-transit inventory at the destination. For a description of how in-transit inventory is tracked, please refer to Inventory Transactions on page 7-66.
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Fulfillment Engine
The Fulfillment engine automatically finds and allocates products for selected service orders, and produces pick tickets to use for the orders. The engine uses the following information:
s s s
Priority of the order. Customers preferred location (Account). Relationships among inventory locations (to determine which location to query next if the product cannot be found in a given location). Product information (for instance, available substitutes).
The engine can be run from the Field Service user interface, in batch mode using the Repeat Interval, or in accordance with a workflow policy. As a batch process, 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, high-priority orders might be fulfilled immediately).
Finding Fulfillment Inventory Locations

When fulfilling an order, the Fulfillment engine looks for parts in this order:
s
The source inventory location defined in Line Items, if any. See Line Items View on page 8-27. The From [inventory location] field in the Terms applet. See Terms View on page 8-36. An inventory location, if any, defined in Accounts All Accounts, the Accounts list applet. See Accounts Views on page 2-26. The system preference setting DefaultFulfillInvLoc. See System Preferences for the Fulfillment and Part Locator Engines on page 8-49.
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Figure 8-14 describes what the Fulfillment engine does after a user selects the orders to fulfill and starts the engine.
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. The Logic of the Fulfillment Engine
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Part Locator
The Part Locator provides for semi-automatic searching and fulfillment of line items in an order. The Part Locator controls are on Orders RMAs/Service Order Line Item Part Locator. The Part Locator engine analyzes orders, locates parts for each line item, and returns the located parts (products or substitute products) to the user. Now the user can manually allocate these parts and generate the pick tickets. In a typical use of the Part Locator, a customer service representative (CSR) receives a service request that requires shipping a product. The CSR creates a Service Order, selects a line item in the order, and starts the Part Locator from a line item of the Service Order. Using information from the configuration parameters, the Part Locator browses among various inventory locations and proposes sources from which to fulfill the order. The Part Locator follows the fulfillment logic specified in Figure 8-14 on page 8-47, and adheres to configuration parameters for the Fulfillment engine. The Part Locator, unlike the Fulfillment Engine, cannot run asynchronously meaning that the Locate command initiates a product search during which the Field Service application is unavailable for other operations. The Fulfillment engine uses information entered elsewhere in Field Service to decide how to fulfill a service order. For instance, it considers account information to select the nearest warehouse in which suitable products are available. Where substitution of products is necessary, the engine uses allowable substitutes specified for the product. If a nearby warehouse is out of stock, it reads the replenishment relationships between inventory locations to determine from which other warehouse to fulfill the order.
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System Preferences for the Fulfillment and Part Locator Engines

For all the Field Service engines, 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, shown in Table 8-17 on page 8-50. These system preferences are stored in the table S_SYS_PREF. The BusComp is System Preferences. These are the columns of main interest:
s s
SYS_PREF_CD. Name of the system preference. VAL. Value of the system preference.
Changing the values of these preferences changes the default behavior of each engine. 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, restart the Field Service server.
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Table 8-17.
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. This will be used as the Source Inventory Location if the user doesn't specify the Source Inventory Location at run time. The value must be the Row Id of the service inventory location. To find this Id, use the following procedure:
s
DefaultFulfillInvloc
In any Service Inventory view, select an inventory location. From the Help menu, select About Record. In the dialog box, click Details.
s s
The Row # field contains the Id. InventoryTypeForPT Warehouse Specifies the Inventory location type. The values should be from the Inventory location type LOV and individual values should be LIVs. Specifies the rules for substitution. The possible values are 1,2,3 where: 1 = Always allocate a substitute before going to next inventory location. 2 = Allocate a substitute only if it allows shipment from a single inventory location. 3 = Never allocate a substitute if the exact product can be found in another inventory location. Specifies the valid values for Order Type. The values should be from the Order Type LOV and individual values should be LIVs. Specifies the valid values for Order Status. The values should be from the Order Status LOV and individual values should be LIVs. Specifies the valid values for Order Item Status. The values should be from the Order Item Status LOV and individual values should be LIVs.
AllocationRule
OrderTypeToBeFulfilled
Service Order, Internal Order Open, New, Pending Open, New, Pending
OrderStatusToBeFulfilled
OrderItemStatusToBeFulfilled
NOTE: To register changes to system preferences, restart the Field Service
application.
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Substitution and Allocation Flags

The Fulfillment engine uses the following inventory-specific attributes in its logic:
s s
Auto-allocate. If this flag is set, the Fulfillment engine can allocate this product. Auto-substitute. If this flag is set for a product, the Fulfillment engine can allocate
substitute parts in lieu of this product.

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

If the fulfillment engine is running and the following conditions are met, the Fulfillment engine attempts to allocate a substitute from the parent inventory, then from the inventory's sub-level, then from the fulfillment center (based on order priority), assuming there are no exact products at any of these locations. All of these conditions must be met for auto-substitution to take place during fulfillment:
s
A product bucket for the inventory location, the inventory option for the INV_LOC_TYPE, and the product are all FS_PROD_ALLOC_RULES = Yes. A substitute product for the specified line item exists. AllocationRule = 1.
s s
NOTE: FS_PROD_ALLOC_RULES can be specified in the List of Values view (Application Administration List of Values). However, changes to the Language Independent Code may adversely affect the Fulfillment and Part Locator engines.
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Engine Parameters for the Fulfillment and Part Locator Engines
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.
Table 8-18.
Parameter InputMode
Parameters for the Fulfillment and Part Locator Engines

Value ORDERSEARCHSPEC Comments In this mode, we can specify the where clause meaning specify some criteria and fulfill the orders which meet that criteria. In this mode, specify the Single Order Id to be fulfilled and the engine will fulfill the specified Order. In this mode, just specify the Single Order line item Id to be fulfilled and the engine will fulfill the specified Order line item. In this mode, 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. Required when InputMode = TEMPTABLE.
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. Required when InputMode = ORDERSEARCHSPEC.
OrderSearchSpec
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Running the Fulfillment and Part Locator Engines

Use these routes to run the engines:
s s s
Dispatch the engine using the workflow manager in batch mode. 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, after selecting one or more Order line items. Invoke the engine for orders by clicking the Fulfill or Fulfill All button on Orders All RMAs/Service Orders, after selecting the one or more orders.
Input to the Fulfillment Engine

As input, the Fulfillment engine requires one or multiple orders to be fulfilled.
Output from the Fulfillment Engine

The Fulfillment engine produces this output:
s s s
Allocated parts for each order. Pick tickets to be used by picker to pick, pack, and ship each order. Inventory transactions for part allocation.
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
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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 Cycle Counting Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-30
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Service Inventory Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-31 Cycle Counting Administration View . . . . . . . . . . . . . . . . . . . . . . . 9-31 New Replenishment Orders View . . . . . . . . . . . . . . . . . . . . . . . . . 9-33 Pending Replenishment Orders View . . . . . . . . . . . . . . . . . . . . . . . 9-35 Setup and Configuration for Barcode Reading . . . . . . . . . . . . . . . . . . . 9-36 Setting Up a Barcode Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-36 Destinations for Barcode Data . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-37 Processing Barcode Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-37 Searching for Barcode Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-38 Setup and Configuration for Cycle Counting . . . . . . . . . . . . . . . . . . . . 9-39 Setting Up Cycle Counting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-39 Configuration Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-41 Configuration Information for the Cycle Counting Engine . . . . . . . . 9-42 System Preferences for the Cycle Counting Engine . . . . . . . . . . . . . . . . . 9-44 Engine Parameters for the Cycle Counting Engine . . . . . . . . . . . . . . . . . . 9-45 Running the Cycle Counting Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-46 Tracing for the Cycle Counting Engine . . . . . . . . . . . . . . . . . . . . . . . . . . 9-47 Setup and Configuration for the Replenishment Engine . . . . . . . . . . . . 9-49 Setting Up Replenishment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-49 Configuration Information for the Replenishment Engine . . . . . . . . . . . . .9-51 System Preferences for the Replenishment Engine . . . . . . . . . . . . . . . . . 9-52 Parameters for the Replenishment Engine . . . . . . . . . . . . . . . . . . . 9-53 Running the Replenishment Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-54
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About This Chapter
About This Chapter

This chapter presents the logistics features of Siebel Field Service, including entering data using barcodes, cycle counting of inventory, and replenishment of inventory.
Concepts and Terms

Allocation
The process of reserving an item in inventory to fulfill an order. An allocation changes the bucket to which an item belongs, records that a part is allocated, and tracks how many parts from a specific bucket are allocated. A series of vertical bars printed or stamped on parts, containers, labels, or other media that represent information read by an electronic barcode reader attached to a computer system. Most commercial barcode readers can read the various barcode systems: Code 39, Code 128, ISBN, and so on. A label that carries a barcode. An electronic device (scanner) that reads barcodes. 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. These can be programmed to add special characters before or after the code, for example a carriage return symbol after each entry. Readers that are terminals, with memory, a keyboard, and an LCD panel. These readers can run applets and connect to a server through RF transmissions or a docking port.
Cycle counting Logistics
The process of counting part of an inventory every day, in a regular cycle, so that each item is counted several times a year. The process of planning, implementing, and controlling the efficient, effective flow and storage of goods, services, and related information from point of origin to point of consumption for the purpose of conforming to customer requirements. engines (see Fulfillment on page 8-11), the Replenishment engine (see Replenishing Inventory on page 9-7), and the Cycle Counting engine (see Cycle Counting on page 9-5).
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. Replenishment transfers products between specified inventory locations. Products at the source locations must have an on-hand inventory level. Products at the destination location must be at levels below the specified minimum.
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This section includes detailed procedures for using the screens and features for reading barcode data, running cycle counts, and replenishing inventory. For details on individual screens, see Screens and Views for Logistics Management on page 9-18. For guidelines and technical details of configuration, see Setup and Configuration for Cycle Counting on page 9-39 and Setup and Configuration for the Replenishment Engine on page 9-49.
Replenishment
Replenishment is the process of generating an order to restock depleted inventory in an inventory location. 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
Minimum and maximum safety levels Replenishment relationships with other inventories
There are three sources for replenishment:

s
Another service inventory location. In this case, the Replenishment engine generates an internal order. For example, the main service warehouse replenishes a subsidiary warehouse. External provider. The product is purchased from an external vendor. In this case,
the Replenishment engine generates a purchase order.

s
Manufacturing inventory. 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.
NOTE: Replenishment is different from fulfillment (see Fulfillment on page 8-11). The replenishment process creates orders; the fulfillment process allocates items and generates pick tickets.
Figure 9-1 on page 9-6 illustrates the decision path used by the Replenishment engine in carrying out a replenishment.
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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. Only part of the products are counted at one time, but over the designated time period all products are counted. Products of class A, for instance, might be counted once every three months, products of class B once every six months, and assets of class C once a year. You configure cycle counting for an inventory location type or an inventory location. Cycle counting is normally based on one of two methods of product classification: ABC and XYZ. The ABC classification ranks products according to their financial value. Cycle counting then counts the items with a larger number of dollars flowing through inventory more often than those with a smaller financial value. The XYZ classification ranks products according to their turnover. Higher-turnover products are counted more often, resulting in a higher accuracy of inventory counting. The Cycle Counting engine produces a parts list that provides instructions for the next physical count of inventory. Siebel Field Service records the count data, compares it to the inventory records in its database, and, if there is a variance, allows for an adjustment of the database inventory.
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Figure 9-1 shows the decision path used by the Cycle Counting engine to generate parts lists.
Identify cycle-counting product classification (ABC or XYZ) for the inventory location or location type specified.
Calculate number of products to count today (P=number of products in category divided by number of days in counting period).
Yes
Any (remaining) product category to be handled? (order: A to C, X to Z)?
No
Print parts list.
No Randomly select a product category that has not been counted in this counting period. Any (remaining) uncounted product in category?
Yes
No Add selected product to parts list (or cycle counting order); flag product counted.
Have P products been selected yet?
Yes
Figure 9-1.
Cycle Counting Engine Logic
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Replenishing Inventory
Follow these procedures to replenish inventory.
To replenish inventory by an internal order

1 Choose Service Inventory New Replenishment Orders (see New Replenishment Orders View on page 9-33). 2 Select an inventory location in the Inventory Locations list applet. 3 Select the source inventory in the Source Inventory Locations list applet or the target inventory in the Target Inventory Locations list applet. 4 Click Generate Internal Orders.
Every product that is under the minimum level is replenished, based on the flag settings.
To replenish inventory by purchasing a product

1 Choose Service Inventory New Replenishment Orders (see New Replenishment Orders View on page 9-33). 2 Select an inventory location in the Inventory Locations list applet. 3 Select a vendor in the Vendors for this Location list applet. 4 Click Generate Purchase Orders.
To check on pending replenishment orders

1 Choose Service Inventory Pending Replenishment Orders (see Pending Replenishment Orders View on page 9-35). 2 From the Inventory Location list applet, select an inventory location that is being replenished.
The replenishment orders and order numbers for this location appear in the Pending Replenishment Orders applet.
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Running the Cycle Counting Engine

Follow these procedures to carry out cycle counts of inventory.
To run the Cycle Counting engine interactively

1 Choose Service Inventory Cycle Counting Administration (see Cycle Counting Administration View on page 9-31). 2 In the Inventory Locations applet, select an inventory location for cycle counting. 3 Click Generate Period to produce counting periods for the selected inventory location.
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).
4 Select a count period in the Cycle Count Periods applet to display the count periods scheduled cycle counts in the Cycle Counts applet. 5 In the Cycle Counts list applet, click a cycle count to view its status in the Cycle Counting Screen.
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. 3 Choose Cycle Counts Part List (see Part List View on page 9-25). 4 If the products you are counting are not serialized, enter quantities counted in the Count column. 5 If the items you are counting are serialized, select the Product in the Part List applet, and enter the Asset Number in the Counted Serial Numbers applet. Note that you must add a new record for every serialized asset. 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.
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To review a cycle count

1 Choose Cycle Counts All Cycle Counts (see All Cycle Counts View on page 9-23). 2 Select a cycle count record. 3 Choose the Variance view (see Variance View on page 9-27). 4 Review the results (Original, Count, and Variance) of the product count and counted serial numbers, if applicable.
To adjust inventory
1 Choose Cycle Counts All Cycle Counts (see All Cycle Counts View on page 9-23). 2 Select a cycle counting record. 3 Choose Cycle Counts Variance (see Variance View on page 9-27). 4 Click the Adjust button.
To complete 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. 3 Choose Cycle Counts Part List (see Part List View on page 9-25). 4 Click the Counting Complete button.
To check the status of cycle counts

1 Choose Service Inventory Cycle Counting Administration. 2 In the Inventory Locations list applet, select an inventory location. 3 In the Cycle Counts applet, review the status of cycle counts.
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Using a Barcode Interface

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

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

Keyboard Shortcut Alt+[ Action Enters a value of the specified type (Use) into a new record in the selected applet. Enters a value of the specified type (Use) into an existing record and field in a selected record, replacing the number that was there. Locates the appropriate applet and field and enters a value of the specified type. Turns the barcode functionality on or off.
Update
Alt+]
Search
Alt+\
Activate Barcode Functionality
Ctrl+]
NOTE: Only one button (New, Update, or Search) can be active at a time. A button
acts as a toggle; once selected, it remains active until another button is selected.
Caution: The Search mode requires a carriage return after the data from each barcode. Some programmable barcode readers can provide this character at the end of a scan. If not, the user must press the Enter key after each barcode scan.
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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. The contents of the Use list change with the choice of the New, Update, or Search button.
Table 9-2. 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 an order number. Specifies that the next entry from the barcode reader is a pick ticket number. Specifies that the next entry from the barcode reader is a service request number.
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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). There are two other shortcut keys for barcode operation (Table 9-3).
Table 9-3. 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. Turns on barcode functionality. 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, applet, and active button on the Barcode toolbar: New, Update, or Search. Examines the records in the Barcode Mapping applet to determine if there is a record for this combination of view, applet, and selection from the Barcode toolbar. Determines in the corresponding record the field to receive the data. Sets the focus on the field from the Barcode mapping record.
This command is normally programmed into the barcode reader and is delivered as a prefix to the barcode data; it is not entered from the keyboard. To program the command into the barcode reader as a prefix to the barcode data, refer to the user manual or the product reference guide provided with the barcode reader.
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Printing Barcodes in Reports

The following reports (Reports menu) include barcodes, when available:
s s s s
Pick Ticket Details (Shipping Screen). The Pick Ticket number is barcoded. Repair Detail (Repair screen). The Defective Tag number is barcoded. Order Detail (Orders screen). The Order number is barcoded. Service Request Detail (Service Requests screen). The Service Request number is
barcoded. Reports menus display two versions for each report: barcoded and not barcoded. Barcodes are printed using Code 39. The user can choose one of the variations of Code 39, shown in Table 9-4. For the procedure, see Setting Up a Barcode Interface on page 9-36.
Table 9-4.
Filename 39 HI.TTF 39 HITALL.TTF 38 HIHR.TTF 39 HITLHR.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
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Using a Barcode Reader

To display the Barcode toolbar
s
Select Barcode Bar from the View menu.
To create a new record for barcode data

1 Click the New button on the Barcode toolbar. 2 From the Use list (Table 9-2 on page 9-13), select the type of information contained in the barcode; for example, a serial number. 3 Click the applet that is to receive the number from a barcode. 4 Scan the barcode.
To update an existing record with barcode data

1 Click the Update button on the Barcode toolbar. 2 From the Use list (Table 9-2 on page 9-13), select the type of information contained in the barcode; for example, a part number. 3 Click the applet and select the record that is to receive the number from a barcode. 4 Scan the 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), select the type of information contained in the barcode; for example, a serial number. 3 Click the applet that is to receive the number from a barcode. 4 Scan the barcode. 5 Scan the next barcode.
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To search for a part, serial, or defective tag number from barcode data
1 Click the Search button on the Barcode toolbar. 2 From the Use list (Table 9-2 on page 9-13), select the type of information expected from the barcode; for example, a serial number. 3 Scan the barcode. 4 Press Enter on the keyboard.
If the data already exists in the Field Service database, the record matching the barcode input is displayed.
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Screens and Views for Logistics Management

Table 9-5.

Views Barcode Mapping
(Sheet 1 of 2)
Role/Procedures (Click to see full procedure.) Set the destinations for barcode data in specific views, applets, and fields. See: To map barcode data to views, applets, and fields on page 9-36. Record the information used in locating and allocating products, including inventory types (Warehouse, Truck, and so on) and the cycle counting class (A/X, B,/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 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
Product Field Service Detail
Cycle Counting
All Cycle Counts
Part List
View the product buckets to count and record the count results. 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
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Table 9-5.
Screen

Views Variance
(Sheet 2 of 2)
Role/Procedures (Click to see full procedure.) View the differences between the inventory in the Field Service database and the actual counts of products. Generate inventory transactions to adjust the difference. 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. Define cycle counting parameters for products. Automatically produce orders to replenish the product in inventory. 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. See: To run the Cycle Counting engine interactively on page 9-8
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Barcode Mapping View
The Barcode Mapping view, Figure 9-3, on the Service Administration screen sets the destinations for barcode data. Based on these mappings, barcode data is copied to specific views, applets, and fields. The data may create a new record or update an existing record. Table 9-6 on page 9-21 describes the fields in this view.
Figure 9-3.
Barcode Mapping View
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Table 9-6.
Field View Name
Fields in the Barcode Mapping List Applet

Description The view to receive the data, chosen from a dialog box. The applet to receive the data, chosen from a dialog box. 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, data from a barcode reader creates a new record. When unchecked, the data updates a field in a selected record. New Record off is equivalent to Update in the Barcode toolbar. New Record on is equivalent to New in the barcode toolbar. Note that this field applies only to the data entry modes (New/Update). It has no effect on the Search mode.
When mapping barcode data to fields, enter a new line for each field that is to receive data from a barcode.
NOTE: The Barcode Mapping view does not check the validity of applet and field
names for a specified view.
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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. The screen records inventory types (Warehouse, Truck, and so on) and the cycle counting class (A/X, B/Y, or C/Z) for a product. For details, see Marketing Administration Screen on page 7-23.
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Cycle Counting Screen

All Cycle Counts View
The All Cycle Counts view, Figure 9-4, defines cycle counts for inventory locations in a service business. Table 9-7 on page 9-24 describes the fields in this view.
Figure 9-4.
All Cycle Counts View
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Table 9-7.
Field Status
Selected Fields in the Cycle Counts Applets

Description The current state of a cycle count, chosen from a picklist; for example, Assigned, Closed, or Open. The name of an inventory location for this cycle count, chosen from a dialog box. The position of the employee assigned to carry out this cycle count, chosen from a dialog box. The date on which the cycle count should be completed. The date the cycle count actually starts. The date the cycle count was completed.
Inventory Location Assignee Due Date Start Date End Date
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Part List View

The Part List view, Figure 9-5, 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). Records can also be entered manually. Table 9-8 on page 9-26 describes the fields in this view.
Figure 9-5.
Part List View
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Table 9-8.
Field/Button
Fields in the Part List Applet

Description This button determines if there are any assets that are missing. The result appears in the Missing Assets applet in the Variance view. The product bucket to count, chosen from a dialog box. A check box indicating that the products are serialized. If this is checked, the Count field does not accept input. All input from a cycle count must go into the Counted Serial Numbers applet, also in this view. The inventory location containing this product bucket. Filled in automatically with Product Bucket. A category that defines the availability of the product, chosen from a dialog box; for example, On Hand, In Transit, or Reserved. Filled in automatically with Product Bucket. A category that defines the functional condition of the product; for example, Good or Defective. Filled in automatically with Product Bucket. A type-in field for the number of products counted. If the product is serialized, this number is entered automatically, and is equal to the number of records in the Counted Serial Numbers applet. The first physical location within the Inventory Location for the product bucket. Filled in automatically with Product Bucket. The second physical location within the Inventory Location for the product bucket. The third 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.
Field
Fields in the Counted Serial Numbers Applet

Description The asset number for an asset in the selected product bucket, chosen from a dialog box. The serial number for an asset in the selected product bucket. Filled in automatically.
Asset Number Serial Number
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Variance View
The Variance view, Figure 9-6, shows the differences between the inventory in the Field Service database and the actual product count. The Adjust button generates inventory transactions to adjust the difference between the quantity recorded in the database and the physical count. Table 9-10 on page 9-28 through Table 9-13 on page 9-29 describe the fields in this view.
Figure 9-6.
Variance View
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Table 9-10.
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 name of a product bucket for this cycle count. A check box indicating that the products are serialized. The inventory location containing this product bucket. A category that defines the availability of the product, chosen from a dialog box; for example, On Hand, In Transit, or Reserved. Filled in automatically with Product Bucket. A category that defines the functional condition of the product; for example, Good or Defective. Filled in automatically with Product Bucket. The quantity of products from the database. The quantity of products from the physical count. The difference between Original and Count. The first physical location within the Inventory Location for the product bucket. The second physical location within the Inventory Location for the product bucket. The third physical location within the Inventory Location for the product bucket.
Product Bucket Serialized Inventory Location Availability
Status
Original Count Variance Location 1 Location 2 Location 3
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Table 9-11.
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. A serial number corresponding to an asset number. A check box indicating that there is no discrepancy for counted serial numbers (checked).
Asset Number Serial Number Match
Table 9-12.
Field
Fields in the Missing Assets List Applet

Description The asset number for an asset that is in the database but not yet counted. A serial number corresponding to an asset number.
Asset Number Serial Number
Table 9-13.
Field Transaction
Selected Fields in the Inventory Transaction List Applet

Description
(Sheet 1 of 2)
A unique number assigned to a transaction. These transactions were created by clicking the Adjust button in the Variance applet. There is one transaction for each serialized asset and one transaction for all the non-serialized products in a bucket. The type of transaction. This type must be Adjustment. The date the transaction was created. The name of the product counted. The quantity entered into the database. This number is one for each serialized product. A check box indicating that this transactions was for a serialized asset. The Id for the cycle count.
Type Transaction Date Product Quantity Serialized Product Part Cycle Count Id
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Cycle Counting Report
Table 9-13.
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, this field is populated with the external location. If the original quantity is greater than the physical count, this field is populated with the inventory location of the cycle count.
Source Availability
A category that defines the availability of the product, chosen from a dialog box; for example, On Hand, In Transit, or Reserved. Filled in automatically with Product Bucket. A category that defines the functional condition of the product; for example, Good or Defective. Filled in automatically with Product Bucket. If the original quantity is less than the physical count, this field is populated with the inventory location of the cycle count. If the original quantity is greater than the physical count, this field is populated with the external location.
Source Status
Destination Inventory
Destination Availability Destination Status Commit Flag
The same as Source Availability. The same as Source Status. A check box indicating that the selected transaction was committed.
Cycle Counting Report

The Reports menu provides the Cycle Count Detail report (Table 9-14).
Table 9-14.
Report Cycle Count Detail
Cycle Count Detail Report

Description Presents all information about selected cycle counts.
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The Cycle Counting Administration view, Figure 9-7, accepts specifications that the Cycle Counting engine uses to automatically generate cycle count parts lists. Table 9-15 on page 9-32 through Table 9-17 on page 9-32 describe the fields in this view.
Figure 9-7.
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Table 9-15.
Button
Buttons in the Inventory Locations Applet

Description Produces a set of periods for the next cycle counts, cycle counting headers, and the records in the Part Lists view (see Part List View on page 9-25) for the selected inventory location. Produces sets of periods for the next cycle counts, cycle counting headers, and the records in the Part Lists view (see Part List View on page 9-25) for all inventory location records.
Generate Period
Generate Period (All Locations)
Table 9-16.
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. The classification (XYZ) of products for which the cycle count period is generated. The date the cycle count period starts. The date the cycle count period ends. The current state of a cycle count period; for example, Assigned, Closed, or Open.
Table 9-17.
Field Status
Selected Fields in the Cycle Counts List Applet

Description The current state of a cycle count; for example, Assigned, Closed, or Open. The name of an inventory location for this cycle count. The position of the person assigned to carry out this cycle count. The date the cycle count should be completed. The date the cycle count actually starts. The date the cycle count was completed.
Inventory Location Assignee Due Date Start Date End Date
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The New Replenishment Orders view, Figure 9-8 on page 9-33, replenishes inventory by an internal transfer between inventory locations or by purchase from an outside vendor. For replenishment, a product bucket must be defined for a product. For replenishment from a vendor, the authorized vendor must be defined. Table 9-18 on page 9-34 through Table 9-20 on page 9-34 describe the fields in this view. 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 the Relationships view (see Relationships View on page 7-39).
Figure 9-8.
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Table 9-18.
Field/Button
Fields in the Source Inventory Locations List Applet

Description This button automatically creates an internal order, in the Pending Replenishment Orders view, for transfer of the selected product from the source to the destination inventory location. All products below the minimum levels are replenished. The inventory locations that replenish the selected inventory location (defined in the Inventory Location applet), as described in the Relationships view. Only inventory locations of the relationship type Replenishes appear in this applet.
Generate Internal Orders
Source Location
Table 9-19.
Field/Button
Fields in the Target Inventory Locations List Applet

Description This button automatically creates an internal order, in the Pending Replenishment Orders view, for transfer of the selected product from the source to the destination inventory location. All products below the minimum levels are replenished. The target inventory locations that are replenished by the selected inventory location (defined in the Inventory Location applet), as described in the Relationships view. Only inventory locations of the relationship type Replenishes appear in this applet.
Target Location
Table 9-20.
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. All products below the minimum levels, which have an authorized vendor, are replenished.
Vendor Site Type
The authorized vendors that are defined for the selected

inventory location in the Authorized Vendors view. The location of the vendor. The type of vendor; for example, Primary Vendor or Vendor.
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Pending Replenishment Orders View

This Pending Replenishment Orders view, Figure 9-9, lists pending orders to replenish a location, either by replenishments between inventory locations or purchases from a vendor. The records in this view, generated by the Replenishment engine, are read-only. Table 9-21 describes the fields in this view.

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. The type of order; for example, Internal Order or Purchase Order. The current state of this order; for example, Open, In Transit, or Shipped. The name of the vendor filling this order, if it is a purchase order. The service inventory location from which this product is being transferred, if this is an internal order. The date and time that this order was created.
From Vendor From Inventory Location Created On
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Setup and Configuration for Barcode Reading

This section describes the configuration of barcode reading and the mechanism of operation.
Setting Up a Barcode Interface

Follow these procedures to set up barcode reading.
To map barcode data to views, applets, and fields

1 Choose Service Administration Barcode Mapping (see Barcode Mapping View on page 9-20). 2 Create a new record for every field that is to receive barcode data. 3 Choose the view name from a dialog box. 4 Choose the name of an applet that belongs to the selected view. 5 Type in the name of a field that belongs to the selected applet. 6 Choose a process mode (type of data entry for this field). 7 Check New Record if the barcode data creates a new record in this applet.
To change the barcode font for a report

1 Locate in the file system the Actuate (rod) file for a specific report. 2 Double-click this filename to start Actuate. 3 Locate the text control that contains the barcode font and double-click it. 4 In the Component Editor window, go to the font directory, then the FaceName directory. 5 Enter the name of the font to use. Do not enter the filename for the font. 6 Click Apply, close the window, and then save.
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Destinations for Barcode Data

In the New or Update mode for barcode input, the data goes to a specified field or fields in the active applet. The user is responsible for selecting the appropriate view and applet. If barcode input is using the Update mode, the user must also select the record to update. Barcode mappings specify the views, applets, and fields where the specified data type (for example, serial number or part number) is added. In the Search mode, Siebel Field Service selects the view, applet, and field for the barcode data. There may be several applets and fields for one type of data. Barcode mappings specify the views, applets, and fields where the specified data type is added.
Processing Barcode Data

When processing data from a barcode reader, Field Service follows these steps:
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. 3 Copies the data to the specified view, applet, and field.
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For example, if the settings in the Barcode toolbar are New and Serial Number Entry, the barcode data goes to the applets listed in Table 9-22, creates new records, and fills in the Serial Number fields.
Table 9-22.
View Asset Mngt - 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 - 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; for example, the current date and time
or a status.
Searching for Barcode Data

In the Search mode, Field Service follows this procedure to find data that matches input from a barcode:
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. 3 The user presses Enter on the keyboard. 4 Searches the database for the data in the view, applet, and field specified in the barcode mappings.
If the data is already in the database, this matching record appears.
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Setup and Configuration for Cycle Counting

The following sections describe the procedures and parameters for configuring cycle counting.
Setting Up Cycle Counting

Follow these procedures to set up cycle counting.
To specify synchronous or asynchronous operation of the Cycle Counting engine

1 Choose Options on the View menu. 2 Choose the Field Service tab. 3 For Mode of Operation, check or uncheck Asynchronous generation of cycle counts.
To set parameters for the Cycle Counting engine

1 Choose Server Component Requests My Component Requests. 2 In the Component Request form applet, select FSCyccnt for the Component/Job. 3 In the Component Request Parameters list applet, find the parameter (see Table 9-25 on page 9-45) in the Name column. 4 Type the new value in the Value column.
To change system preferences for the Cycle Counting engine

1 Choose Application Administration System Preferences. 2 Locate the System Preference Name (see Table 9-27 on page 9-52). 3 Type in a new value for System Preference Value. 4 To register changes to system preferences, restart the Field Service server.
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To create cycle counts for specific inventory locations

1 Choose Service Inventory All Inventory Locations. 2 Select an inventory location. 3 Complete the fields Count Based On, Counting Frequency, and Counting Period.
To define the start date and end date for cycle counts at inventory locations
1 Choose Service Inventory Cycle Counting Administration. 2 In the Inventory Locations list applet, select an inventory location. 3 In the Inventory Locations applet, set the fields Start Date and End Date for the selected location.
To define cycle counts for inventory types (for example, warehouse or bin)
1 Choose Service Administration Service Inventory Inventory Types. 2 Select an inventory type or add a new record for an inventory type. 3 Complete the fields Count Based On, Count Frequency, and Count Period.
To define Count based on (ABC or XYZ) for product buckets

1 Choose Service Inventory Product Buckets. 2 In the Inventory Location list applet, select a location. 3 In the Products applet, select a product. 4 For the selected product, complete the fields ABC Class and XYZ Class.
To configure tracing for the Cycle Counting engine

1 Choose Server Administration Servers Server Parameters. 2 Set the Trace Flag parameter (see Tracing for the Cycle Counting Engine on page 9-47).
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To manually specify parts for a cycle count

1 Choose Cycle Counts All Cycle Counts (see All Cycle Counts View on page 9-23). 2 In the Cycle Counts applet, add a new record. 3 Select the inventory location where the count will take place. 4 Enter the Due Date. 5 Choose the Part List view. 6 In the Parts List applet, add a new record. 7 Click the down arrow in the Product Bucket column to open the Pick Bucket dialog box, which is populated with products associated with the Inventory Location. 8 Select a product for the count from the Pick Bucket dialog box. 9 In the Cycle Count applet, assign the cycle count using the Assignee column.
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). Cycle counting uses these configuration parameters:
s
ABC Class. The classification of products, based on the financial value of the
item; A B C.
XYZ Class. The classification of products, based on the turnover of the item;
X Y Z.
Frequency. The interval in days between physical counts of inventory at a
location; for example, if Counting Frequency is 7 days, inventory is counted on one day every seven days.
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Period. The time period in days allotted to counting all A/X, B/Y, or C/Z class items at this location. For example, if the Counting Period for class A/X products is 90 days, the Cycle Counting engine makes sure the products in this class are included in the Part List at least once every 90 days. Counting Period Counting Frequency. Start Date and End Date. The time span in calendar days during which all classes in an inventory location are counted. End Date Start Date Period.
Here is an example of a cycle counting scenario: An inventory location is configured to be counted on a financial value basis (ABC). There are approximately 100 A-class products in inventory. Every five days (Frequency = 5 days) someone spends as much time as needed to count onequarter (5/20) of the A-class items, with the goal of counting all of the A-class items within 20 days (Counting Period A/X = 20 days).
Configuration Information for the Cycle Counting Engine

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

For all the Field Service engines, there are system preferences (Table 9-24) which determine the behavior of each engine. These system preferences are stored in the table S_SYS_PREF. The BusComp is System Preferences. These are the columns of main interest:
s s
Changing the values of these preferences changes the default behavior of each engine.
NOTE: To register changes to System preferences, restart the Field Service server.
Table 9-24.
Parameter
System Preferences for the Cycle Counting Engine

Default Value OnHand, Customer-Owned Comments Specifies the valid values for the bucket's availability code. The values should be from the Bucket Availability Code LOV, and individual values should be LIVs. Specifies the valid values for the bucket's status code. The values should be from the Bucket Status Code LOV and individual values should be LIVs.
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.
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Engine Parameters for the Cycle Counting Engine

All the engines can be invoked from the Workflow Manager or from the client. These engines require certain parameters to be passed. These parameters are set for the component FSCyccnt on Server Component Requests My Component Requests. Table 9-25 on page 9-45 contains the parameters for the Cycle Counting engine and what they mean.
Table 9-25.
Parameter Mode
Parameters for the Cycle Counting Engine

Value SQL Id TempTbl Comments In this mode, specify the where clause to set up criteria and count the parts which meet that criteria. In this mode, specify the Id of the inventory location or the inventory type and only the parts related to that loc/type will be counted. In this mode, 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. Required when Mode = TempTbl.
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.
StartDT EndDT Where Loc/Type
Required. The proposed start date of cycle counting. Required. The proposed end date of cycle counting. Required when Mode = SQL. Required when Mode = Id or TempTbl.
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Running the Cycle Counting Engine

Ways to Invoke the Cycle Counting Engine
Use these routes to run the Cycle Counting engine:
s
Dispatch the engine using the workflow manager to generate the cycle counting headers and their part lists. 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, cycle counting headers, and their part lists for one or more specific inventory locations. Invoke the engine through the server manager on the application server.
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
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Tracing for the Cycle Counting Engine

For the Cycle Counting engine, a log file is created only if there is an error. This is the default state. This is determined by the Trace Flags parameter in Server Administration Servers Server Parameters, which is set, by default, to 0. To activate the log under normal conditions, there are three options:
s
Set the Trace Flags parameter to 1; the log collects information about the parameters that are passed to the Cycle Counting engine; 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.log 6.0 BASE DBCS [2824] ENU TraceTrace32000-03-07 12:46:03Start Date = 2000-03-07 00:00:00, End Date = 2001-03-07 00:00:00 TraceTrace32000-03-07 12:46:03Mode = TempTbl, Where = , Loc/ Type = Loc, ClientID = 1-3W4H, RowID =
Set the Trace Flags parameter to 2; 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.log 6.0 BASE DBCS [2824] ENU TraceTrace32000-03-07 12:49:28Processing InvLoc: 1-2MDF ... TraceTrace32000-03-07 12:49:28Config Info -- Classification: ABC, Frequency: 10, Period: 180, 270, 360 TraceTrace32000-03-07 12:49:28Cycle Counting Periods -- Class A, Start Date: 2000-03-07 00:00:00, End Date: 2000-09-02 00:00:00 TraceTrace32000-03-07 12:49:28Cycle Counting Periods -- Class A, Start Date: 2000-09-03 00:00:00, End Date: 2001-03-01 00:00:00 TraceTrace32000-03-07 12:49:28Cycle Counting Periods -- Class A, Start Date: 2001-03-02 00:00:00, End Date: 2001-08-28 00:00:00
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TraceTrace32000-03-07 12:49:28Cycle Counting Periods -- Class B, Start Date: 2000-03-07 00:00:00, End Date: 2000-12-01 00:00:00 TraceTrace32000-03-07 12:49:28Cycle Counting Periods -- Class B, Start Date: 2000-12-02 00:00:00, End Date: 2001-08-28 00:00:00 TraceTrace32000-03-07 12:49:28Cycle Counting Periods -- Class C, Start Date: 2000-03-07 00:00:00, End Date: 2001-03-01 00:00:00 TraceTrace32000-03-07 12:49:28Cycle Counting Periods -- Class C, Start Date: 2001-03-02 00:00:00, 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.
NOTE: The server does not have to be shut down and restarted after changing this
parameter.
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Setup and Configuration for the Replenishment Engine

Replenishment is the process of generating orders to restock an inventory location. Various location types that need restocking are warehouses, trunk inventories, and so on. Sources for replenishment can be internal (service inventory) or external (external vendor). Examples of internal are warehouses and trunk. Orders generated for internal are of the type Internal Order. Orders generated for external are of type Purchase Order.
Setting Up Replenishment
Follow these procedures to set up replenishment.
To set system preferences for the Replenishment engine

1 Choose Application Administration System Preferences. 2 Locate the name of the system preference (System Preference Name column) (see Table 9-27 on page 9-52). 3 Type in a new value for System Preference Value. 4 To register changes to system preferences, restart the Field Service server.
To set the parameters for the Replenishment engine

1 Choose Server Component Requests My Component Requests. 2 In the Component Request form applet, select FSCRepl for the Component/Job. 3 In the Component Request Parameters list applet, find the parameter (see Table 9-28 on page 9-53) in the Name column. 4 Type the new value in the Value column.
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To set synchronous or asynchronous operation of the Replenishment engine

1 From the View menu, choose Options. 2 In the Options dialog box, choose the Field Service tab. 3 For the Mode of Operation, check or uncheck Asynchronous generation of Replenishment orders.
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, select a location. 3 In the Products applet, select a product. 4 For the selected product, complete the Max, Min, and Safety fields.
To set up replenishment relationships among inventory locations

1 Choose Service Inventory Relationships. 2 In the Inventory Location list applet, select a location. 3 In the Relationships applet, create a new record. 4 Select an inventory location in the Name field. 5 In the With Relationship field, choose the relationship of the named location to the location selected in Step 2.
To set up the vendor for a product

1 Choose Products All Products. 2 In the Products list applet, select a product. 3 In the Vendor field, choose a vendor from the dialog box.
To set up vendors for an inventory location

1 Choose Service Inventory Authorized Vendors. 2 In the Inventory Location list applet, select a location. 3 In the Authorized Vendors applet, create a new record for each vendor.
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Configuration Information for the Replenishment Engine

The Replenishment engine uses the configuration parameters listed in Table 9-26.
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)
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
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System Preferences for the Replenishment Engine

For all the Field Service engines, there are system preferences, listed in Table 9-27, which determine the behavior of each engine. These system preferences are stored in the table S_SYS_PREF. The BusComp is System Preferences. These are the columns of main interest:
s s
Table 9-27.
Parameter
System Preferences for the Replenishment Engine

Default Value Open, New, Pending Comments Specifies the valid values for the existing order status. The values should be from the Order Status LOV and individual values should be LIVs. Specifies the valid values for the existing order item status. The values should be from the Order Item Status LOV and individual values should be LIVs. Specifies the valid values for the existing order type. The values should be from the Order Type LOV and individual values should be LIVs. Specifies the default order priority. The values should be from the Order Priority LOV and individual values should be LIVs. Specifies the default replenishment level. Orders to replenish any level of an inventory location have this value as their Destination.
ValidOrderStatusForOnOrderQty
ValidOrderItemStatusForOnOrderQty
Open, New, Pending
ValidOrderTypeForOnOrderQty
Internal Order, Purchase Order
ReplenishOrderPriority
Medium
InvLocTypeForReplenishRelation
Warehouse
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The first three parameters decide what kind of Orders, Order Items, and Orders Types to look for when searching for an existing order, to avoid creating duplicate orders. The fourth parameter sets the Order Priority for newly created orders.
NOTE: To register changes to System preferences, restart the Field Service server.
Parameters for the Replenishment Engine

All the engines can be invoked from the Workflow Manager or from the client. These engines require certain parameters to be passed. These parameters are set for the component FSRepl on Server Component Requests My Component Requests. Table 9-28 contains the parameters for the Replenishment engine, and what they mean.
Table 9-28.
Parameter InvokeMode
Parameters for the Replenishment Engine

Value Id Comments In this mode, specify the inventory location to be replenished and the engine will replenish the specified location. In this mode, specify the where clause, meaning specify some criteria and replenish the inventory locations which meet that criteria. In this mode, 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. Required when InvokeMode = TEMP.
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. Defaults to I when InvokeMode = Id or SQL. Required when InvokeMode = Id. Required when InvokeMode = SQL.
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Running the Replenishment Engine

Ways to Invoke the Replenishment Engine
s
Dispatch the engine using the workflow manager to generate internal and purchase orders, based on the stock levels. Invoke the engine by clicking the Generate Internal Orders button or the Generate Purchase Orders button on the Service Inventory New Replenishment Orders view. Invoke the engine through the server manager on the application server.
Input to the Replenishment Engine

As input, the Replenishment engine requires one or more inventory locations.
Output from the Replenishment Engine

As output, the Replenishment engine produces internal orders and purchase orders.
Tables Involved
s s
S_INVLOC (inventory management table) S_PROD_INVLOC (manage products at the inventory location; also stores minimum, maximum, and safety levels for products) S_PROD_INV (stores bucket information: quantity, status, and availability) S_INVLOC_ROLLUP (stores relationship sublevel in de-normalized form, for example, 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, Replenishes, and Sublevel for an inventory location) S_PROD_INT (stores product definition, used for vendor information) S_INV_TEMP
s s
s s
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About This Chapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-3 Concepts and Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-3 Application Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-4 Processing and Tracking Shipments . . . . . . . . . . . . . . . . . . . . . . . . 10-7 Processing and Tracking Receipts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10-9 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
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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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About This Chapter
About This Chapter

This chapter describes fulfillment of orders, shipping, and receiving.
10
Siebel Field Service records and reviews information relating to physical shipment of material. Such a shipment may be to a customer, or to another inventory location belonging to the organization. Internal shipments may be triggered by the replenishment process.
Concepts and Terms

Fulfillment
10
The process of filling an order by locating which inventory has the line items in the order, reserving (allocating) these items, and creating a pick ticket. A document that provides detailed information about the service parts required to fill orders. A warehouse clerk uses this list to pick and ship the items that complete an order. A document prepared by the carrier of a shipment of goods that contains details of the shipment, route, and charges. This document travels with the items during shipment, as record of the shipment.
Pick ticket
Waybill
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This section includes detailed procedures for using the screens and features for shipping and receiving. For details on individual screens, see Screens and Views for Shipping and Receiving on page 10-11. For guidelines and technical details of configuration, see Setup and Configuration on page 10-34.
10
Shipping activities focus on two documents, the pick ticket and the waybill. The pick ticket provides detailed information about the items required to fill orders. The waybill, which records a variety of data related to the shipment, normally travels with the shipment and mediates between shipping and receiving. Shipping begins where fulfillment ends; with the generation of a pick ticket. Figure 10-1 on page 10-5 illustrates the shipping process.
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Siebel Field Service automatically performs the necessary inventory transactions and creates the necessary line item actions on shipped orders.
Get Pick Ticket
Pick Parts
Update Pick Ticket (Parts Shipped)
Choose Carrier and Update Waybill
Process Shipment
Figure 10-1. Shipping Flow
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Receiving applies to all types of orders:

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

Follow these procedures to process the shipping of orders.
10
To ship an order
1 Choose Shipping All Pick Tickets (see All Pick Tickets View on page 10-12). 2 In the Pick Tickets list applet, select a pick ticket. 3 Choose the Pick Ticket view (see Pick Ticket View on page 10-14). 4 In the Allocated Lines list 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. 5 In the Shipped Line form applet, add a new record. The Quantity must not exceed the allocated quantity in the Allocated Lines applet. 6 For serialized products, create a record in the Serial Numbers Applet, click the down arrow in the Serial Number column to open the Pick Asset applet, and select the product. 7 In the Pick Ticket applet, 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.
To find a pick ticket for a line item

1 Choose Orders All RMAs/Service Orders. 2 Select an order. 3 Choose Orders RMAs/Service Order Line Item Actions. 4 In the Line Item actions applet, locate the Pick Ticket field. 5 Copy the pick ticket number. 6 Choose Shipping Pick Ticket. 7 Query the pick ticket number.
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To update pick tickets

1 Choose Shipping All Pick Tickets or Pick Ticket. 2 In either view, update shipping information, status, and so on. 3 In the Pick Ticket view, update the quantity shipped for selected line items and serial numbers of line items.
To consolidate pick tickets

1 Choose Shipping All Pick Tickets view (see All Pick Tickets View on page 10-12). 2 Select the pick ticket that you want to consolidate. 3 Choose the Consolidation view (see Consolidation View on page 10-20). 4 Select the Qualified Lines applet, and select the lines you want to consolidate. 5 Click the Consolidate button to move the line items from the Qualified Lines to the Consolidated Lines.
To fill in waybills for pick tickets

1 Choose Shipping All Pick Tickets (see All Pick Tickets View on page 10-12). 2 In the Pick Tickets list applet, select a pick ticket. 3 Choose Shipping Waybill. 4 Complete all fields required for shipping the items described in the selected pick ticket.
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Processing and Tracking Receipts

Follow these procedures to process the receiving of orders.
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To receive an order
1 Choose Receiving All Pending Orders (see All Pending Orders View on page 10-22). 2 Select the order in the Pending Internal Orders or the Pending POs/ROs/RMAs applet. 3 Click the Type field.
You see the Receive Internal Orders view, the Receive Purchase Order view, the Receive Repair Order view, or the Receive RMA view.
4 Select a record in the Line Items applet for the received items. 5 Create a new record and enter receipt details in the Received Line Item and Serial Numbers applets. 6 Click Generate Transactions.
To receive a repaired item from a third-party vendor

1 Choose Receiving Repair Order (see Receive Repair Order View on page 10-33). 2 In the Receive Repair Order form applet, query and select the repair order. 3 In the Line Items list applet, choose the first line item received. 4 In the Received Line Item applet, click New to define the conditions of receipt for the selected line item. 5 In the Defective Tags list applet, enter a new record. 6 Repeat Step 3 through Step 5 for each line item received. 7 Click Generate Transactions to record the movement of inventory from the repair vendor to your inventory location.
Version 6.1
10-9

Review all line items for orders

1 Choose Receiving All Pending Orders. 2 Select the order in the Pending Internal Orders or the Pending POs/ROs/RMAs applet. 3 Click the Order or Order Number field.field.
You see Orders All RMAs/Service Orders RMAs/Service Order Line Items.
4 Review the items on the Line Items applet.
Review all line items received with incomplete documentation

1 Choose Receiving Receive Unknown (see All Unknown Receipts View on page 10-26). 2 Query the receipt by reference number, waybill number, and so on. 3 Review the line items in the Line Items applet.
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Version 6.1

Screens and Views for Shipping and Receiving

Table 10-1.
Screen Shipping
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View All Pick Tickets Role/Procedures (Click to see full procedure.) Display all pick tickets generated automatically during order fulfillment or allocation. See: To ship an order on page 10-7 or To consolidate pick tickets on page 10-8. Record the shipment of allocated line items on a pick ticket and generate inventory transactions. See: To ship an order on page 10-7. For repair orders only, record the shipment of allocated line items on a pick ticket and generate inventory transactions. Fill out waybills associated with pick tickets. Combine line items for existing pick tickets into a single pick ticket. See: To consolidate pick tickets on page 10-8 View all orders not yet received. See: To receive an order on page 10-9. View all line items, pending and processed, for orders. View received items that arrive with incomplete documentation. Record received items that are transfers between inventory locations within a service business. See: To receive an order on page 10-9. Record items that are received on purchase orders. Record products repaired and received from a third-party vendor. See: To receive a repaired item from a third-party vendor on page 10-9. Record items that are received on all types of RMAs. Record items that are received without an associated order. Record the waybills that accompany received shipments.
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
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10-11

Shipping Screen
Shipping Screen
All Pick Tickets View
10
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The All Pick Ticket view, Figure 10-3, displays pick tickets generated automatically by the Fulfillment and Part Locator engines, or by using the Generate Pick Ticket button on the Orders screen (see Line Items View on page 8-27). Table 10-2 on page 10-13 describes the fields in this view.
Figure 10-3. All Pick Tickets View
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Shipping Screen
Table 10-2.
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. The default is the date the record was created. A unique number assigned to this pick ticket. The current state of the pick ticket, chosen from a picklist; for example, Open, Pending, Shipped, or Closed. The name of the shipping carrier, chosen from a picklist; for example, FedEx, DHL, or UPS. The mode of shipment, chosen from a picklist; for example, Air or Ground. The address of the account to receive the shipment, chosen from a dialog box. Though only the street address appears in this field, the full account address is recorded in the record. A type-in field for a shipment number. The default is the same as the pick ticket number. A type-in field for a waybill number. This number may be supplied by the carrier. The inventory location that will originate this shipment. The name of the person responsible for the pick ticket, chosen from a dialog box. The class of delivery service, chosen from a picklist; for example, Same Day Delivery or Next Day Morning. The date the delivery should arrive at the recipient site.
Ship No Waybill Number Inventory Loc. Assigned To Delivery Method Planned Delivery Date
NOTE: The Pending Pick Ticket views show only pick tickets with a status of Open.
If a line item does not have a quantity entered in the Shipped Line applet, clicking the Process Shipment button automatically de-allocates that line item. It also deallocates the difference between the allocated quantity and the quantity in the Shipped Lines applet.
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10-13

Shipping Screen
Pick Ticket View
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The Pick Ticket view, Figure 10-4, records the shipment of allocated line items on a pick ticket and generates inventory transactions. Table 10-4 on page 10-15 through Table 10-6 on page 10-16 describe the fields in this view.
Figure 10-4. Pick Ticket View
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Version 6.1

Shipping Screen
Table 10-3.
Button
Button in the Pick Ticket Applet

Description This button generates an inventory transaction that is recorded as a Ship transaction. Once this button is activated, the Pick Ticket Status is set automatically to Closed (see Table 10-2 on page 10-13). For more information, see Process Shipment Button on page 10-34.
Process Shipment
Table 10-4.
Field Ship
Fields in the Allocated Lines Form Applet

Description This button creates a record in the Shipped Line applet, with the same quantity as the allocated quantity, but does not generate an inventory transaction. 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. This number appears automatically in the Quantity field of the Shipped Lines applet. Note that neither the Ship nor Ship All buttons specify the assets to ship for serialized products.
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 number of products allocated for this pick ticket. The inventory location that will provide the allocated products. The availability state of the product at the source inventory location; for example, On Hand, In Transit, or On Order. The functional status of the allocated products; for example, Good or Defective. The first physical location in a service inventory to obtain the product. The second physical location in a service inventory to obtain the product. The third physical location in a service inventory to obtain the product. The number of products shipped. This number reflects the value entered in the Shipped Lines applet after clicking the Process Shipment button.
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Shipping Screen
Table 10-5.
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. A type-in field for the number of allocated items to ship from the selected line item. Activating the Ship button fills in this field automatically with the total number of allocated products in the selected line item. The Ship All button does this for all line items.
NOTE: If the Shipped Line applet has a quantity less than the quantity in the
Allocated Lines applet, any excess is de-allocated.
Table 10-6.
Field
Fields in the Serial Number List Applet

Description The serial number of a shipped product for the selected line item, chosen from a dialog box. This applet is active only if the Shipped Line applet displays a number of shipped items. The Serial Number applet accepts only as many records as the number of shipped items. The name of the shipped product, filled in automatically.
Serial Number
Product
NOTE: The Serial Number applet accepts multiple serial numbers.
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Version 6.1

Shipping Screen
Repair Pick Ticket View
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The Repair Pick Ticket view, Figure 10-5, processes the shipment of allocated line items for a repair order. The Pick Ticket, Allocated Lines, and Shipped Lines applets are identical to those in the Pick Ticket view (see Pick Ticket View on page 10-14). Instead of associating serial numbers with shipped products, this view uses the Defective Tags applet to associate defective tags. Table 10-7 describes the fields in this view. In this view, the Pick Ticket form applet contains a Process Shipment button. 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 10-5. Shipped Lines and Defective Tags Applets in the Repair Pick Ticket View Table 10-7.
Field Defective Tag
Fields in the Defective Tags List Applet

Description The defective tag number of a shipped product for the selected line item, chosen from a dialog box. This applet is active only if the Shipped Line applet displays a number of shipped items. The Defective Tag applet accepts only as many records as the number of shipped items. The serial number of the shipped product, filled in automatically.
Serial Number
NOTE: The Defective Tags list applet accepts multiple defective tag numbers.
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10-17

Shipping Screen
Waybill View
The Waybill view, Figure 10-6, associates waybills with pick tickets.
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In this view, the Pick Ticket form applet contains a Process Shipment button. 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 10-8 on page 10-19 describes the fields in this view.
Figure 10-6. Waybill Information Form Applet in the Waybill View
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Version 6.1

Shipping Screen
Table 10-8.
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. The default value is the Pick Ticket number. The current state of the pick ticket, chosen from a picklist; for example, Open, Pending, Shipped, or Closed. The shipping address chosen from the Pick Address dialog box. This selection populates the read-only field in the Pick Ticket applet on the same screen. The mode of shipment, chosen from a picklist; for example, Air or Ground. The name of the shipping carrier, chosen from a picklist; for example, FedEx, DHL, or UPS. The payment terms for the shipment, chosen from a picklist; for example, FOB or No Charge. A type-in field. A type-in field for the weight. The units of measure appear in a field to the right, chosen from a picklist. A type-in field. A type-in field. A type-in field. A type-in field. The address of the recipient, chosen from a dialog box of accounts. This information is inherited from the Orders screen. The person responsible for shipping, chosen from a dialog box of employees. The date of the shipment. A type-in field. A check box indicating payment on delivery for this shipment. The person who received the shipment, chosen from a dialog box. The state of the shipment upon receipt, chosen from a picklist; for example, New, Good, or Defective.
Number of Containers Freight Cost Insured Value Insurance Cost Ship To Shipped By Ship Date Waybill Number POD Received By Condition
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Shipping Screen
Consolidation View
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The Consolidation view, Figure 10-7, combines line items for existing pick tickets into a single pick ticket. The purpose is to reduce shipping costs. The line items must have the same Ship To address, be shipped from the same inventory location, and have the same order type. Table 10-9 and Table 10-10 on page 10-21 describe the fields in this view. In this view, the Pick Ticket form applet contains a Process Shipment button. 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 10-7.
Qualified Lines and Consolidated Lines Applets
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Shipping Screen
Table 10-9.
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 qualified lines from one pick ticket are copied to the other, deleting all line items from the first pick ticket. The consolidated lines are then processed as though they were part of the original order. The number of the selected pick ticket. The current state of the pick ticket, chosen from a picklist; for example, Open, Pending, Shipped, or Closed. The name of the product to consolidate. The number of this product allocated to this shipment. The address of the account receiving the shipment.
Pick Ticket Status Product Allocated Quantity Ship To Address
Table 10-10.
Field Product
Fields in the Consolidated Lines List Applet

Description The name of the product in the consolidated shipment. The number of this product allocated to this shipment.
Allocated Quantity
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10-21

Shipping Report
Shipping Report
Shipping provides the Pick Ticket Details report. This report contains a page describing each pick ticket and its associated products.
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Receiving Screen
All Pending Orders View
10
10
The All Pending Orders view, Figure 10-8, shows all orders not yet received. All fields are read-only. Table 10-11 and Table 10-12 on page 10-23 describe the fields in this view.
Figure 10-8. All Pending Orders View
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Version 6.1

Receiving Screen
Table 10-11.
Field Type Pick Ticket Order Shipment Status Due Date From To
Fields in the Pending Internal Orders List Applet

Description The type of order; for example, Internal Order. The number of the pick ticket for this order. The order number. The shipment number. The status of the order: Shipped. The date the receipt is expected. The name of the sending inventory location. The name of the receiving inventory location.
Table 10-12.
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; for example, Purchase Order or RMA Return. The order number. The status of the receipt; for example, Open, Partially Received, Pending, or Shipped. The priority of the shipment; for example, High or Low. The name of the account sending the order. The location of the account. The last name of the account contact sending the order. The first name of the account contact sending the order.
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10-23

Receiving Screen
Line Item Receipts View

The Line Items Receipts view, Figure 10-9, shows all line items, pending and processed, for orders. Table 10-13 on page 10-25 describes the fields in this view.
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Figure 10-9. Receipts List Applet in the Line Item Receipts View
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Version 6.1

Receiving Screen
Table 10-13.
Field Product Quantity Type Order Number
Fields in the Receipts List Applet

Description The name of the product in an order. The number of the products. The category of order; for example, Internal Order or RMA Advanced Exchange. The order number for the product. The shipment number for the product. The pick ticket number for the product. For internal orders only. The waybill number for the product. The current state of the receipt for this product; for example, Open, Pending, or Closed. The name of an inventory location (warehouse) where the shipment originated. The name of an inventory location that received the product. The name of the shipping carrier, chosen from a picklist; for example, FedEx, DHL, or UPS.
Shipment Number Pick Ticket Waybill Status From To Carrier
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10-25

Receiving Screen
All Unknown Receipts View

The All Unknown Receipts view, Figure 10-10, lists received items that arrive with incomplete documentation. Table 10-14 on page 10-27 describes the fields in this view. All fields are read-only.
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Figure 10-10. All Unknown Receipts View
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Version 6.1

Receiving Screen
Table 10-14.
Field
Selected Fields in the Unknown Receipts List Applet

Description A number that identifies a shipment. The current state of the receipt for this product; for example, Open, Pending, or Closed. The category of order; for example, Internal Order or RMA Repair Return. A reference number for a received item that does not match an existing order. When an order is identified, this item must be recorded as received. Until that occurs, no inventory transaction is generated. A unique number assigned to unknown receipts. The name of the shipping carrier, chosen from a picklist; for example, FedEx, DHL, or UPS. The waybill number for this receipt.
Shipment Number Status Order Type Match Order #
Reference # Carrier Waybill
Version 6.1
10-27

Receiving Screen
Receive Internal Orders View

The Receive Internal Orders view, Figure 10-11, records received items that are transfers between inventory locations within a service business. Table 10-15 on page 10-29 though Table 10-18 on page 10-30 describe the fields in this view.
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Figure 10-11. Receive Internal Order View
NOTE: The Receive Internal Order form and the Line Items list applets are read-only.
The data is supplied byShipping Screen on page 10-12.
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Receiving Screen
Table 10-15.
Field/Button
Selected Fields in the Receive Internal Order Form Applet

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

Description The name of a product in the received shipment. The number of items described for this line item in the internal order. The current state of this shipment; Shipped or Closed.
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Receiving Screen
The Received Line Item applet assigns each incoming product to a bucket.
Table 10-17.
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. The availability status of the product at the destination inventory location; for example, On Hand, In Transit, or On Order. The current status of the allocated products; for example, Good or Defective. The inventory location for the received product, chosen from a dialog box.
Table 10-18.
Field Serial Number Product
Fields in the Serial Numbers Applet

Description The serial number of a received product, chosen from a dialog box. The name of the received product, filled in automatically from the selected line item.
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Receiving Screen
Receive Purchase Order View
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The Receive Purchase Order view, 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.
NOTE: The Receive PO form and the Line Items list applets are read-only.
Figure 10-12. Receive Purchase Order View
Version 6.1
10-31

Receiving Screen
Table 10-19.
Field
Selected Fields in the Receive PO Form Applet

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

Description
(Sheet 2 of 2)
The functional state of the allocated products; for example, Good or Defective. The inventory location for the received product, chosen from a dialog box. The shipment number, chosen from a dialog box. The name of the received product, chosen from a dialog box. This name normally should match the name of the product in the Line Item applet. However, if a product was substituted or if the wrong product was shipped, it is possible to select another product.
Receive Repair Order View
10
The Receive Repair Order view records products repaired and received from a thirdparty vendor. The fields in this view are the same as for purchase orders (see Receive Purchase Order View on page 10-31), with the exception of the Defective Tags applet. This applet records the defective tags for the received line items.
Receive RMA View
10
The Receive RMA view records items that are received on all types of RMAs. The fields in this view are the same as for purchase orders (see Receive Purchase Order View on page 10-31).
Receive Unknown View

The Receive Unknown view records items that are received without an associated order.
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Waybill View
The Waybill view records the waybills that accompany received shipments. 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.
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Version 6.1
10-33


This section describes the operation of shipping and receiving.
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Process Shipment Button

The Process Shipment button is located on the Pick Ticket, Waybill, and Consolidation views of the Shipping screen. This button generates the following processes within Siebel Field Service:
s s
10
Loop through all the Allocated actions for the pick ticket. For each Shipped action against the allocated action, generate an inventory transaction of type Ship and another of type De-allocate. Refer the Inventory Transactions table (Table 7-29 on page 7-70). If the shipped quantity is less than the allocated quantity, then insert a Deallocate action for this line item for any extra items and generate an inventory transaction of type De-allocate. Generate inventory transactions based on the order type of the pick ticket.
Generate Transactions Button
10
The Generate Transactions button is located in the Receive Internal Order, Receive Purchase Order, and Receive RMA views of the Receiving screen. This button generates the following processes within Siebel Field Service:
s
Based on the Order Type of Internal/Other, generate proper inventory transactions affecting buckets. Refer to the Inventory Transactions table (Table 7-29 on page 7-70). If the product received was serialized, ensures that the total assets received match the product quantity. Verify that the asset physically exists at the source inventory location.
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Version 6.1

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. Quantity to be received should be less than or equal to the quantity shipped. Total number of assets should be equal to the total quantity of a serialized product. Once the inventory transaction is generated, no update is allowed for the shipped or received line item. However, it is possible to receive partial shipments after selecting the Generate Transactions button. For internal orders, shipped items are known, so there is no need for partial receiving. Any other type of order allows for partial receiving. New receive actions may be added as long as the quantity of items received does not exceed the quantity in the order. While generating inventory transactions, validates the source location of the asset.
Inventory Transactions for Repairs in an Internal Repair Center
10
Repair activities, generated from an Activity Plan, move the part from bucket to bucket. Each time a part is moved from bucket to bucket, an inventory transaction is generated. Validations are performed for each transfer; for example, an asset must belong to a source bucket to be moved to a destination bucket. These steps summarize the transaction process:
1 Generate inventory transaction as a Stock Transfer. 2 Commit Inventory Transactions. 3 Update the bucket Id (Prod_INV_ID) on the Defective Tag (S_PART_RPR).
Version 6.1
10-35

The rules for these inventory transactions are in Table 10-22.

Table 10-22. 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, with all validations. INV1 NULL No
Inventory Transactions for Repairs Sent to a Third-Party Vendor
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On the Shipping screen, in the Repair Pick Ticket view, the Process Shipment button generates transactions, of the type Ship to TP, to move a product from the defective bucket to the third-party vendor, and sets the variables Defective and On Hand. This transaction updates the variables INVLOC_ID, INV_STATUS_CD, and INV_AVAIL_CD. These steps summarize the transaction process:
1 Generate inventory transaction as Ship to TP and De-Allocate. 2 Commit inventory transactions. 3 Update the bucket Id (Prod_INV_ID), inventory location (INVLOC_ID), status (INV_STSTUS_CD), and availability (INV_AVAIL_CD) on the Defective Tag (S_PART_RPR), using the BusComp FS Repair Without Update logic.
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Version 6.1


Table 10-23.
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. Destination Invloc Id (on Orders Terms) Customer Bucket On Hand Defective On Order No Assets1 Yes
De-Allocate
Third-Party Vendor Ships Directly to the Customer

When a third-party vendor ships a repaired item directly to the customer, the repair center must receive a confirmation from the vendor. On receipt of this confirmation, the user must manually update the inventory location in the Tracking form applet to CUSTOMER_VIRTUAL. Changing the location from third-party to Virtual Customer, automatically creates an inventory transaction.
Inventory Transactions for Repairs Received from a Third-Party Vendor
10
On the Receiving screen, in the Receive Repair Order view, the Generate Transaction button generates transactions, of the type Receive from TP, to move a product from a third-party vendor to the desired inventory location. This transaction updates the variables INVLOC_ID, INV_STATUS_CD, and INV_AVAIL_CD. These steps summarize the transaction process:
1 Generate inventory transaction as Receive from TP. 2 Commit the inventory transaction. 3 Update the bucket Id (Prod_INV_ID), inventory location (INVLOC_ID), status (INV_STSTUS_CD), and availability (INV_AVAIL_CD) on the Defective Tag (S_PART_RPR), using the BusComp FS Repair Without Update logic.
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Table 10-24.
Inventory Transaction Type Ship from TP
Rules for Inventory Transactions: Receive from Third-Party Vendor

Source Inventory Ord Hdr Destination Inv (on Orders, 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
Third-Party Vendor Swaps an Asset During Repair

If the third-party repair vendor returns a different part, the inventory transactions will fail unless the new asset exists in the third-party inventory location. 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. Create a new asset. Receive it from the third-party vendor using a Receive Other transaction. Then delete the previous asset, using another transaction.
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Version 6.1
Repairs
11
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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About This Chapter
About This Chapter

This chapter describes how to use Siebel Field Service to process and track equipment repairs.
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The Repair module tracks defective products returned to a service center for repair. The repair cycle begins with a customer calling a service center with a defective product that requires repair. The customer service representative assigns an RMA (Return Material Authorization) to the product, and authorizes the customer to ship the product to the service center, where it will be repaired or shipped to a third-party repair provider. When the product arrives in the repair centers receiving department, a defective material tag is generally attached to track the product through the repair process. Siebel Repair generates repair activity plans and assigns and schedules repair activities, tracks symptoms and resolutions, and stores the repair history. The repair process starts with a defective product in need of repair, which, in many cases, can be repaired and returned to the customer. In other cases the product is repaired and turned back into good stock. Service businesses can choose between internal repair and repair by an external vendor. The product is received from the customer, usually via an RMA order. The RMA type (Repair Return or Advance Exchange) signifies that the product is to be repaired. The product is then either shipped to a third-party vendor or moved to your organizations repair location. The product could also be received directly from the field service engineer as an over-the-counter transaction, or be transferred internally if defective parts have been grouped into a field office and then sent to your repair facility. In the latter case, an internal order can be used to track the parts being transferred from one inventory location to another, or a stock transfer (inventory transaction) can be issued directly. If an external repair is chosen, a repair order number is assigned, which can be used to track the item to and from the external vendor. The defective tag number is specific to the Repair module. It is a unique number tied to the product or asset being repaired. 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 numbered card or marker (often a bar-coded label) physically attached to the product. The defective tag enables the organization to track all defective parts throughout the repair process, whether they are serialized or not.
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Business Scenario
When an external repair vendor performs the repair, the items repair is tracked to completion using the ship and receive dates to and from the external vendor. The repaired product has its status changed from Defective to Good in the Repair module, which also generates the inventory transactions that record the products travels. The Repair module also enables you to create activity plans for any process needed to repair the product. The Repair History view enables you to detect failure trends for a product based on defective tag repair data. 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.
Business Scenario
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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 repair center agent records an over-the-counter transfer from the field engineer, and attaches a defective tag to each product. The repair center will repair the defective monitor. A repair center manager creates an activity plan for this repair (see Chapter 3, Field Service Activities, for more information on creating 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. The defective tag can later be used to bring up the repair history of the monitor. 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 repair center receives the repaired hard drive back from the external supplier, then ships the hard drive back to the customer. Alternatively, the external repair supplier ships the repaired hard drive directly to the field engineer or the client.
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Concepts and Terms
Concepts and Terms

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

The workflow for repairs is illustrated in Figure 11-1.
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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. Repair Workflow
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Receiving Items for Repair

There are three routes for placing defective parts in the repair process:
s
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Repair items from customers generally arrive by a freight carrier and have an attached RMA. If no RMA is attached, it is necessary to create one. The field service engineer or an internal department (which, for example, may have accidentally damaged a component) can deliver a defective part over the counter to a repair center agent. The repair center may receive transfers from other internal locations.
Repair Records and Defective Tags
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Create defective tags by creating repair records. These records show repair activities, attachments, location, and other information as the defective item moves through the repair process. A defective tag number is assigned to the repair record, uniquely identifying the product to repair. A repair center agent physically attaches a defective tag to the product. The defective tag, either a card or a marker (often a bar-coded label), lets the service business track defective parts through the repair process, whether or not they have serial numbers. If the product is serialized, add the asset number to the repair record. This automatically provides the product name and inventory location, status, and availability. Some businesses prefer to speed up the receiving process by creating batches of defective tags in advance. To do this, they create multiple blank repair records. When a defective part arrives, the repair center uses one of these blank records and its defective tag. An agent then completes the record for this part.
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Repair Activities
If your business is going to repair an item, use one of these views in Siebel Field Service:
s
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Repair Activity Plan view to execute activity plans that automatically generate activity records Repair Activities view to manually create or update activity records.
Repair activities, activity plans, and activity templates function much as they do for field engineer activities. See Chapter 3, Field Service Activities, for more about activities. As an item moves among inventory locations, record its movements by updating the Location, Status, or Availability field in the Inventory group on any of the Repairs views. These updates automatically generate inventory transactions.
Repair Orders
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If a third-party repair provider is going to perform the repairs, create a repair order. These orders record the transactions involved in shipping items to an external repair vendor and receiving the repaired items back from this vendor. For more information, see Chapter 8, Orders.
Asset Repair Histories
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A repair history holds data for a defective product that is also an asset. A repair history can associate several defective tags (DMTs) with an asset. The Asset Repair History detects failure trends. Based on the occurrence of defective tags, an asset can be identified as a financial liability.
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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). 2 Select the order in the Pending POs/ROs/RMAs applet. 3 Click the Type field.
You see Receiving Receive RMA.
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4 Select a record in the Line Items applet. 5 Create a new record in the Received Line Item applet and enter receipt details. 6 Create a new record in the Serial Numbers applet for each received line item. 7 Click Generate Transactions.
To receive defective parts over the counter

1 Choose Repair All Repairs. 2 Query the record for the repair item (using the defective tag) or create a new record. 3 Copy the defective tag. 4 Choose Inventory Transactions All Inventory Transactions. 5 Create a new record. 6 In the Type field, choose Over-the-Counter from the picklist. 7 In the Repair ID field, enter the defective tag.
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To receive defective parts by stock transfer

1 Choose Receiving All Pending Orders (see All Pending Orders View on page 10-22). 2 Select the order in the Pending Internal Orders applet. 3 Click the Order Type Field.
You see Receiving Receive Internal Order (see Receive Internal Orders View on page 10-28).
4 Select a record in the Line Items applet. 5 Create a new record in the Received Line Item applet and enter receipt details. 6 Create a new record in the Serial Numbers applet for each received line item. 7 Click Generate Transactions.
To create repair records

1 Choose Repairs Repairs (see Repairs Views on page 11-15). 2 In a Repairs applet, add a record.
Field Service fills in a new defective tag number, a status of New, and the date received (current date and time). All other fields are optional.
3 When attaching the repair record to a serialized item, select the asset number. This automatically fills in the Asset and Product fields. 4 Associate the repair record with its service request or RMA by selecting from the SR Number and RMA fields, respectively.
To generate an activity plan and activities for a repair

1 Choose Repairs Repairs (see Repairs Views on page 11-15). 2 In the Repairs list applet, select a Repair record. 3 Choose the Activity Plan view (see Activities Plan View on page 11-18). 4 In the Activity Plans list applet, add a new record.
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5 Choose a template.
This populates the Activities Plans and Activities list applets.
6 In the Activities form applet, use the Assigned to column to assign each activity.
To view and update repair activities

1 Choose Repairs Repairs (see Repairs Views on page 11-15). 2 In the Repair list applet, query the Defective Tag or Asset number to locate the repair. 3 Choose the Activities view (see Activities View on page 11-20). 4 In the Activities applet, create or update activity records.
To track the movement of a defective part

s s
Choose Repairs Repairs (see Repairs Views on page 11-15). Update the Location, Status, and Availability fields to show the current location and bucket category of a part.
To link a repair order to a repair record and defective tag

1 Choose Repairs Repairs (see Repairs Views on page 11-15). 2 In the Repairs list applet, choose a repair order item in the RO Item field. 3 In the Pick Repair Item list, select the line item.
To link an RMA repair return to a defective tag

1 Choose Repairs Repairs (see Repairs Views on page 11-15). 2 In the Repairs list applet, click the down arrow on the RMA field and select an RMA from the dialog box.
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To assign repair activities to a defective tag

1 Choose Repairs Repairs (see Repairs Views on page 11-15). 2 Select a repair record. 3 To use an existing activity plan template, go to the Activity Plan view (see Activities Plan View on page 11-18). a In the Activity Plans applet, add an activity plan record. b Choose a template from the picklist. 4 To add new activities to an activities plan, go to the Activities view (see Activities View on page 11-20). a In the Activities applet, add an activity record. b Fill in the Priority, Status, and Activity Type fields from the picklists. c Check Internal if the repair activity is in-house.
To associate repair activities with a service request

1 Choose Repairs Repairs (see Repairs Views on page 11-15). 2 Select a repair record. 3 In the SR column, select a service request from the dialog box.
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). 2 Add a new record, specifying Repair Order as the Type. 3 Click the Order Number to go to RMAs/Service Order Line Item (see Line Items View on page 8-27). 4 In the Line Items list applet, add the items to be repaired. 5 Choose Orders RMAs/Service Order Terms (see Terms View on page 8-36).
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6 Specify the source inventory in the From field. 7 Specify the external provider in the To Inventory field (the destination). 8 Choose Orders RMAs/Service Order Line Item Actions (see Line Item Actions View on page 8-31). 9 In the Line Item Actions list applet, add a new record, specifying Allocate as the Action Type. 10 Click Generate Pick Tickets to create the pick ticket for the shipment.
To ship a defective part to an external repair provider

1 Choose Repair All Repairs. 2 Query the record for the repair item (using the defective tag) or create a new record. 3 Copy the defective tag. 4 Choose Inventory Transactions All Inventory Transactions. 5 Create a new record. 6 In the Type field, choose Ship to TP from the picklist. 7 In the Repair ID field, enter the defective tag. 8 Choose Shipping All Pick Tickets (see All Pick Tickets View on page 10-12).
To receive a repaired item from a third-party vendor

1 Choose Repairs Repairs (see Repairs Views on page 11-15). 2 In a Repairs view, change theses fields: Location, Availability, and Status.
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 Add a new record, specifying the type as RMA Advance Exchange or RMA Return.
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3 Choose Orders RMAs/Service Order Line Items (see Line Items View on page 8-27). 4 Add a record for each product required for this return order. 5 Supply the product name and other information as needed. 6 Click Generate Pick Ticket.
To record time and expenses for repair activities

1 Choose Repairs Repairs (see Repairs Views on page 11-15). 2 In a Repairs view, create a repair record. 3 Choose Repairs Activities (see Activities View on page 11-20). 4 Create an activity record. 5 Click the Activity Type field.
6 Choose Activities Time Tracker (see Time Tracker View on page 3-31) and enter new records for labor. 7 Choose Activities Expense Tracker (see Expense Tracker View on page 3-20) and enter new records for expenses.
To track an items repair history

1 Choose Repairs All Repairs. 2 Select the defective tag record. 3 In the Repairs list applet, click the Asset column.
You see Assets All Assets.
4 Choose Assets Repair History. 5 In the Repair History applet, review the defective tags for this item.
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Screens and Views for Repairs

Table 11-1.
Screen Repairs
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Role/Procedures (Click to see full procedure.) Record the information that is necessary to identify a repair. Assign a defective tag. 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.
Views Repairs
Activity Plan
Associate an activities plan and its activities with a defective tag record. 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.
Activities
Associate individual activities with a defective tag record. See: To view and update repair activities on page 11-10 To assign repair activities to a defective tag on page 11-11.
Assets
Repair History
View all of the defective tags recorded for an asset.
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Repairs Screen
Repairs Screen
Repairs Views
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The All Repairs view, Figure 11-2, records the information that is necessary to identify a repair, such as location, status, asset number, assigned technician, repair station, and relevant dates. Table 11-2 on page 11-16 describes the fields in this view. A Check Warranty button provides information about asset warranties.
Figure 11-2. All Repairs View
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Repairs Screen
Table 11-2.
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. Clicking this button locates any warranty that is valid on a selected date (Warranty As of field), and checks the appropriate warranty boxes (Product, Component, and Manufacturer). A number assigned to each repair record. A picklist with these values:
s s s s s s s
Defective Tag Status
New. A newly received, defective item. Assigned. Assigned to a Repair Center. Open. Repair unresolved. In Progress. Repair in progress. Hold. Repair on hold. Closed. Repair completed or RMA resolved. Re-Open. 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. Product description selected from a dialog box. Automatically supplied for an asset. The destination for the repaired item, chosen from a dialog box of accounts. The serial number of an asset, chosen from a dialog box. The RMA number for this item, chosen from a dialog box. The name of the employee assigned to this repair, chosen from a dialog box. The Repair Center that received this item, chosen from a dialog box. The station at the repair center that has the item, chosen from a dialog box. Third-party repair provider, chosen from a dialog box. The location of the repair provider (vendor). A type-in field. The repair order item associated with the repair.
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Table 11-2.
Field/Button Shipped Received Status Location Status Availability
Fields in the Repairs Applets

Description Date sent to the vendor.
(Sheet 2 of 2)
Date received back from the vendor. Status of repair by a third-party provider. Location of an item, chosen from a dialog box. Automatically supplied for an asset. Condition of the item: Good or Defective. From a picklist with these values:
s s s s s
Customer Owned. In Transit. Shipped to Repair Center or customer. On Hand. Immediately available. On Order. Reserved. Already allocated to another customer.
Received Promised Closed Disposition Start Revision End Revision Comments Warranty As of Product Component Manufacturer
Date and time item was received for repair. Date and time repaired item was promised. Date and time RMA was closed. Final diagnosis or disposition of item sent for repair, chosen from a picklist. The revision or version of the item sent for repair, chosen from a picklist. The revision or version of the repaired item, chosen from a picklist. A type-in field for comments. Accepts approximately 20 lines. The date that Check Warranty uses to validate warranties. A check box indicating that a product warranty is in effect on the specified date. A check box indicating that a component warranty is in effect on the specified date. A check box indicating that a manufacturer warranty is in effect on the specified date.
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Repairs Screen
Activities Plan View
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The Activities Plan view, Figure 11-3, 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.
Figure 11-3. Activity Plan View
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Table 11-3.
Field Start Date Start Time Template
Fields in the Activity Plan Applet

Description The date for starting the activity plan. The time for starting the activity plan. A set of activities for recurring tasks, chosen from a picklist. This check box prevents inclusion of this activity on the service calendar. A type-in field for the description of the activity template.
Suppress Calendar Description
Table 11-4.
Field/Button Refresh Activity Type Priority

Description
(Sheet 1 of 2)
This button refreshes all records in the Activities view, showing new records or changes to existing records. A picklist of activity types. 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, chosen from a picklist; for example, Diagnosis, Research, or Upgrade.
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Repairs Screen
Table 11-4.
Field/Button Assigned To Description Start Date Start Time

Description
(Sheet 2 of 2)
The login name of the field service engineer or other person responsible for this activity. Description an of an activity. Required. The date for starting the activity. The time for starting the activity.
Activities View
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The Activities view associates individual activities with a defective tag record. 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). Table 11-5 describes the fields in this view.
Table 11-5.
Field/Button Refresh Created Internal Activity Type Priority

Description
(Sheet 1 of 2)
This button refreshes all records in the Activities view, showing new records or changes to existing records. The date this record was created, automatically completed. A check box indicating that this activity is internal to the service business. Customers cannot see this activity record. A picklist of activity types. A picklist of the priority of this activity:
s s s s
ASAP High Medium Low
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Table 11-5.
Field/Button Status

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, chosen from a picklist; for example, Diagnosis, Research, or Upgrade. The login name of the field service engineer or other person responsible for this activity. Description an of an activity. Required. The date on which the activity is scheduled for completion. A check box turning on a reminder for this activity on the Calendar screen. A type-in field for the estimated length of the activity, chosen from a picklist. The total time spent on a service call. Planned time to begin an activity. Planned time to end an activity. The date and time the activity is completed. The name of the customer contact for this activity, chosen from a dialog box. The person creating this activity, chosen from a dialog box. A descriptive code for the resolution of this activity. A check box indicating that this activity is billable to the customer.
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Assets Screen
Assets Screen
Repair History View
11
11
The Repair History view, Figure 11-4, contains the Asset applet and the Repair History applet, which lists all of the defective tags recorded for an asset. Table 11-6 on page 11-23 describes the fields in this view.
Figure 11-4. Repair History View
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Repair Reports
Table 11-6.
Field
Fields in the Repair History List Applet

Description A number assigned to each repair record. Date received for repair. Final diagnosis or disposition of an item sent for repair. The name of the employee assigned to this repair. The RMA number for this repair. The Service Request number for this repair. The Repair Order number for 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, listed in Table 11-7.
Table 11-7.
Report Repair Summary Repair Detail
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Repair Reports
Description A summary of each repair. One page for each repair and its associated activities.
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The following sections describe the configuration and transactions for repairs.
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Setting Up Repair Activities

Follow these procedures to set up repair activities.
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To create activity templates for repairs

1 Choose Siebel Assistant Administration Activity Templates. 2 Create a new record. 3 For the Type field, choose from the picklist. 4 In the Name field, type in a name for the template. 5 In the Description field, type in a description.
To associate activities with a template

1 Choose Siebel Assistant Administration Activity Templates. 2 Select a template. 3 Click the Name field.
You see Siebel Assistant Administration Activity Template Details.
4 In the Service Activities applet, create a new record for each activity in the template. 5 For the Activity Type field, choose from the picklist.
To define activity plans for service requests

1 Choose Repairs All Repairs (see Repairs Views on page 11-15). 2 Select a repair. 3 Choose Repairs Activity Plans.
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4 In the Activity Plans applet, create a new record. 5 Choose a template from the picklist for the Template field.
NOTE: An activity plan includes an activity template plus a start date.
Serialized Products and Inventory Location
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If a product is serialized, choose an asset number in the Repairs form applet. This pre-defaults the inventory location at the time an asset is chosen for repair.
NOTE: To generate a defective tag for a serialized product, the asset must be located in one of the service companys inventory locations. The company must receive the asset through an RMA or field part movement.
Inventory Transactions for the Repair Process

Returning to Good Inventory
To return a product to good inventory:
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For internal repairs, set the Inventory Location, Availability, and Status (usually Good) in the repair record. For repair orders, set the Inventory Location, Availability, and Status in the repair record.
An inventory transaction changes the bucket quantity.
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Inventory Transactions for Shipping to a Customer

If the defective part was received with an RMA Repair/Return, then the repair center returns the part using the regular shipping process (Allocate, Pick Ticket, and Ship). When the part is repaired, either internally or by a third-party vendor, it goes to a bucket; for example, On hand/Good. When this is shipped, the inventory transaction moves the product, but the information on the Repairs screen still points to the same bucket, indicating the last location for the repaired item in inventory.
Inventory Transactions for Transfers, Shipping, Receiving, and Swapping

For information about the following inventory transactions, generated for repaired items, 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
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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
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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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About This Chapter
About This Chapter
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This chapter describes the Preventive Maintenance engine in Field Service and the automatic generation of service orders for maintenance.
Business Scenarios
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A service company wants to generate automatically preventive maintenance activities for one of its top customers, based on the customers assets and the usage of each asset. The service company installed a measuring device on each asset to send nightly updates specifying the asset serial number, the counter Id, and the count. Every night the PM engine creates PM service requests for any asset that exceeds the usage threshold. A service company sells multiple preventive maintenance services to customers. The provider needs to create a product that includes multiple PM plans for various types of assets. Once the product is sold, the company needs a software application that tracks the contracts by customer. Here are the requirements:
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The software must link the customer with the specific PM services for each asset in the customers installed base. The PM service requests must be initiated in advance, so the third-party service providers have adequate notice. 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, with the push of one button. This process must run automatically in the background. The software must generate PM activities for certain assets semiautomatically, or manually for emergency situations.
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Concepts and Terms
Concepts and Terms

Preventive maintenance (PM) PM plan
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Service performed proactively, based on a defined set of conditions. A definition of recurring activities that are always triggered (scheduled) and performed as a unit. A plan includes the products covered and the triggers considered; it also displays the history of actions taken. The specific events for a selected PM plan that initiates PM actions if certain conditions are met. Triggers are based on time, use, thresholds, or events. A set of field service actions necessary to carry out a preventive maintenance service call.
PM triggers
PM actions
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This section includes detailed procedures for using the screens and features for preventive maintenance. For details on individual screens, see Screens and Views for Preventive Maintenance on page 12-7. For guidelines and technical details of configuration, see Setup and Configuration on page 12-25. Field Service can automatically generate preventive maintenance (PM) actions, triggered by elapsed time, asset usage, measurement thresholds, or events (see Figure 12-1 on page 12-5). When a PM action is required, the Field Service Preventive Maintenance creates service requests and detailed field service activities.
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Time-based triggers call for maintenance actions at regular time intervals. Usagebased triggers are for equipment that can keep track of usage with a counter (for example, number of copies for photocopiers). 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). Event-based triggers use pre-defined events to determine if a PM action is required.
Run PM engine for an asset or an agreement.
Select the PM Plan for the asset or the entitlement's assets.
Yes
For each trigger, determine if conditions require an action.
No
Create service requests and/or activities, as defined by the PM actions.
Run PM engine for an asset or an agreement.
Yes
No End
Figure 12-1. Logic of the Preventive Maintenance Engine
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Generating Preventive Maintenance Actions

Use the following procedures to generate preventive maintenance actions.
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To generate service requests for assets based on a PM plan

1 Choose Assets History (see History View on page 12-22). 2 In the Assets list applet, select an asset. 3 Click the Auto PM button to run the Preventive Maintenance engine for the selected assets. 4 Click Auto PM All to run the PM engine for all assets that appear in the Assets list applet.
NOTE: Use a query to limit the assets appearing in the Assets list applet.
To generate service requests for agreements based on a PM plan

1 Choose Agreements Preventive Maintenance. 2 In the Agreements list applet, select an agreement. 3 Click the Auto PM button to run the Preventive Maintenance engine for the selected assets. 4 Click Auto PM All to run the PM engine for all assets that appear in the Assets list applet.
NOTE: Use a query to limit the agreements appearing in the Agreements list applet.
To review generated PM actions

1 Choose Preventive Maintenance Plans. 2 Select a plan. 3 Choose Preventive Maintenance History. 4 Review the PM actions for this plan.
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Screens and Views for Preventive Maintenance

Table 12-1.
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Views Service Request Templates SR Templates Service Request Templates SR Template Activities Role/Procedures (Click to see full procedure.) Create templates for preventive maintenance service requests. Associate activity templates with preventive maintenance service request templates. Associate preventive maintenance plans with assets. See: To define PM Plans on page 12-26 Set the time or event that activates a PM plan. 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. View preventive maintenance actions for selected assets. Run the Preventive Maintenance engine interactively for selected assets. See: To generate service requests for assets based on a PM plan on page 12-6. Associate assets with preventive maintenance plans. Run the Preventive Maintenance engine interactively for selected agreements.
Plans Triggers Actions Products History
Assets
History
Plans Agreements Preventive Maintenance
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The following two views, shown in Figure 12-2 on page 12-9 and Figure 12-3 on page 12-11, configure activity templates for preventive maintenance. These templates become part of PM plans (see Preventive Maintenance Screen on page 12-12).
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Service Request Templates View

The Service Request Templates (Service Requests Templates SR Templates, Figure 12-2) view creates templates for preventive maintenance service requests. Table 12-2 on page 12-10 describes the fields in this view.
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NOTE: These service request templates apply only to preventive maintenance
activities.
Figure 12-2. Service Request Templates View
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Table 12-2.
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. The degree of impact on the customer, chosen from a picklist, for example, Critical, High, Medium, or Low. A scale for prioritizing the importance of a service request, chosen from a picklist, for example, Very High, High, Medium, or Low. The status of the service request, chosen from a picklist; for example, Open, Closed, or Canceled. More information on the status of a service request, chosen from a picklist; for example, Assigned or In Process. The type of service request, chosen from a picklist; for example, Installation or Upgrade. Additional categories for a service request, chosen from a picklist. A description of the symptoms leading to this service request, chosen from a dialog box. A description of the resolution of this service request, chosen from a dialog box.
Symptom Code Resolution Code
NOTE: The Created and Created By fields in this applet (not shown in Table 12-2) are
for reference only. They do not affect the service requests created from the template.
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SR Template Activities View
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The SR Template Activities view (Service Administration Service Requests Templates SR Template Activities, Figure 12-3) associates activity templates with preventive maintenance service request templates. Table 12-3 on page 12-12 describes the fields in this view.
Figure 12-3. SR Template Activities View
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Preventive Maintenance Screen
Table 12-3.
Field Name Type Description
Fields in the Activities Templates List Applet

Description The name of the activity templates, chosen from a dialog box. Service Request, filled in automatically with the name. Filled in automatically with the name.
Activity templates are set up in Siebel Assistant Administration Activity Templates. For details and procedures, see the Siebel Applications Administration Guide.

The Preventive Maintenance screen configures preventive maintenance plans for specific assets.
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Plans View
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The Plans view, Figure 12-4, associates preventive maintenance plans with assets. This view provides two applets for defining preventive maintenance plans for specific products. PM plans may be simple or complex and include one or many assets. Table 12-4 on page 12-14 describes the fields in this view.
Figure 12-4. Plans View for Preventive Maintenance
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Table 12-4.
Field Name Active
Selected Fields in the Plans Applets

Description The name of a PM plan, chosen from a dialog box. A check box indicating that the Preventive Maintenance engine can use this PM plan. 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).
Last Run Min Enable SRs, Min SRs Enable Lookback, in last _ days
The date that this PM plan was last considered. Filled in automatically. The required minimum number of service requests within a defined time period. The time period in which a minimum number of service requests is required.
Triggers View
The Triggers view, Figure 12-5, provides four applets for setting the time or event that activates each PM plan. Table 12-5 on page 12-15 through Table 12-8 on page 12-17 describe the fields in this view.
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Figure 12-5.
Triggers Applets in the Triggers View
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Time Interval Triggers Applet

A time interval trigger activates a PM plan after a fixed time interval. Each time interval record has a start and stop age (in days), so that the frequency of PM service requests can change, depending on the age of the asset. For example, in the first year, PM service can take place every 6 months (180 days). After the first year, service calls can occur more often; for example, every 3 months (90 days).
Table 12-5.
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, in days or fractions of days. For example, 1 hour is 0.04167 days. The age of an asset, in days, at which this trigger becomes effective. Required. The age of an asset at which this trigger is no longer effective. Leaving this value blank sets the end to infinity. Optional.
NOTE: The age of the asset is determined by the Install Date (see All Assets View
on page 5-16). If the Install Date is missing, the asset is considered to be 0 days old.
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Usage Triggers Applet

Usage triggers activate a PM plan when the reading from an asset changes by a specified amount. Each usage trigger record has start and stop values, so that the activation of a PM plan can change with the age of the asset. For example, the service request may be generated every 3,000 counts for the first 15,000 counts, then every 10,000 counts after 15,000.
Table 12-6.
Field Measurement Type Interval Valid Start
Fields in the Usage Triggers Applet

Description A type of reading, chosen from a picklist. The change in a reading that triggers a PM plan. Interval uses the units set in Measurement Type. This value defines the time when the trigger becomes valid. The value is in the same units as the interval. Note that for a time interval trigger, Valid Start and Valid End relate to the age of the asset in days. For a usage trigger, they refer to the reading as defined by the Measurement Type.
Valid End
This value defines the time when the trigger is no longer valid. The value is in the same units as the interval. Leaving this value blank sets the end to infinity.
NOTE: For Time Interval and Usage triggers (which use Valid Start and Valid End
settings), if the interval falls beyond the Valid End, the trigger does not fire.
Threshold Triggers Applet

The threshold trigger activates a PM Plan when a reading from an asset exceeds a set value. Threshold triggers can fire in response to a change in a binary value; for example, a threshold of 0.5 would trigger a PM plan when an on/off alarm changes state.
Table 12-7.
Field Measurement Type
Field in the Threshold Triggers List Applet

Description A type of measurement, chosen from a picklist.
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Measurements and Readings

The Measurements view on the Assets screen associates measurements with specific assets. For example, a relevant measurement for a copy machine would be the number of copies, read from a counter; for a car it would be the distance traveled, read from an odometer; and for a pump it might be oil level, oil, pressure, and temperature read from gauges. The Readings view on the Assets screen allows a technician to record the readings for specific measurements and specific assets. These readings may act as triggers for usage and threshold triggers. See Measurements and Readings Views on page 5-30.
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 is useful for activating a higher level PM plan, when a certain number of routine PM plans have taken place. For example, this trigger could activate a complete overhaul.
Table 12-8.
Field/Button Enable Create PM ... Occurred in ...
Field in the Event Trigger Applet

Description Click this button to allow the fields in this applet to accept input. A type-in field for the threshold number of service requests. A type-in field for the time interval in days during which the threshold number of service requests must occur.
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Products View
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In the Products view, Figure 12-6, the Products applet associates specific products with a PM plan. The Assets applet associates specific valid assets with the products. Table 12-9 and Table 12-10 on page 12-19 describe the fields in this view.
Figure 12-6. Products and Assets List Applets In the Products View Table 12-9.
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, chosen from a dialog box. The part number of the product, filled in automatically with the name of the product. A check box indicating that all assets of this product are covered by this PM plan, whether or not they appear in the asset list. The unit of measure for the product, filled in automatically with the name of the product.
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Table 12-10.
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, chosen from a dialog box. The serial number of the asset, filled in automatically. The date the asset was installed, filled in automatically. The version of the asset, filled in automatically.
NOTE: To cover only the specified asset, make sure that All Assets is not checked in
the Products applet.
Actions View
The Actions view, Figure 12-7, associates service request templates and service activities with specific PM plans. The templates are not created in this view. To create these templates, see Service Administration Screen on page 12-8. Table 12-11 describes the fields in this view.
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Figure 12-7. SR Templates and Activity Templates Applets in the Actions View
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Table 12-11.
Field Name
Selected Field in the SR Templates List Applet
Description The name of a service request template, chosen from a dialog box. Click this field to go to Service Administration Service Request Templates SR Templates.
Table 12-12.
Field Name
Selected Fields in the Activity Templates List Applet
Description The name of an activity template, chosen from a dialog box. Click this field to go to Siebel Assistant Administration Activity Templates Service Activity Details. The type of activity template, filled in automatically.
Type
History View
The PM Actions applet, Figure 12-8, in the History view displays preventive maintenance actions for selected assets. Table 12-13 describes the fields in this view.
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Figure 12-8. PM Actions Applet in the History View
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Table 12-13.
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 date the activity was completed. The type of trigger that activated the PM action. The number of the asset that received preventive maintenance. The name of the asset that received preventive maintenance. The date the PM action was triggered.
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Assets Screen
Assets Screen
The Preventive Maintenance views on the Assets screen associate PM plans with specific assets and run these plans interactively.
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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 Preventive Maintenance engine considers all preventive maintenance plans associated with each asset. The resulting PM actions are listed in the PM Actions applet. Table 12-14 and Table 12-15 on page 12-23 describe the fields in this view.
Table 12-14.
Button Auto PM Auto PM All End Date
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Buttons in the Assets List Applet

Description This button runs the Preventive Maintenance engine for the selected assets. This button runs the Preventive Maintenance engine for all assets in the list. The last date that the Preventive Maintenance engine considers for generating PM actions. The date must be equal to or greater than the current date.
NOTE: Use a query to limit the assets appearing in the Assets list applet.
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Assets Screen
The PM Actions applet, Figure 12-9, in the History view shows all PM actions in the history of a selected asset. The PM actions are sorted by scheduled date, with the most recent at the top of the list.
Figure 12-9. 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. Read-only. The date that the activities should be performed. Read-only. A type-in field for the date that the activities in the PM service were completed. The type of trigger that activated the PM plan. Read-only. Date the PM action was activated. Read-only.
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Assets Screen
Plans View
The Plans view directly associates assets with preventive maintenance plans. For more information, see Plans View on page 12-13 (Preventive Maintenance screen).
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NOTE: The All Assets check box in the Products applet (Preventive Maintenance Products, see Table 12-9 on page 12-18) associates all assets of a product line with a PM plan. If the asset is already associated through the All Assets flag in the Products applet, adding the PM plan as a record in the PM Plans applet (Preventive Maintenance Plans, see Plans View on page 12-13) has no further effect other than displaying the relationship directly.
If the asset is not already associated with a PM plan (the All Assets check box is not checked for the product), 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).
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Agreements Screen
Agreements Screen
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The Agreements screen has one view for preventive maintenance, which shows PM plans that are associated with specific agreements and their entitlements (see Preventive Maintenance View on page 4-29). The Auto PM buttons initiate the Preventive Maintenance engine interactively (see Table 12-14 on page 12-22).

The following sections describe the setup and operation of the Preventive Maintenance engine.
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Setting Up the Preventive Maintenance Engine

Follow these procedures to set up the Preventive Maintenance engine.
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To set synchronous or asynchronous operation of the Preventive Maintenance engine

1 Choose Options on the View menu. 2 Choose the Field Service tab. 3 For Mode of Operation, check or uncheck Asynchronous processing of Preventive Maintenance.
To set parameters for the Cycle Counting engine

1 Choose Server Component Requests My Component Requests. 2 In the Component Request form applet, select FSPrevMnt for the Component/ Job. 3 In the Component Request Parameters list applet, find the parameter (see Table 12 on page 12-33) in the Name column. 4 Type the new value in the Value column.
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To change system preferences for the Cycle Counting engine

1 Choose Application Administration System Preferences. 2 Locate the System Preference Name (see Table 12 on page 12-33). 3 Type in a new value for System Preference Value. 4 To register changes to system preferences, restart the Field Service server.
To define PM Plans
1 Choose Preventive Maintenance Plans (see Plans View on page 12-24). 2 In the PM Plans applet, create a new record. 3 Choose the name for a plan from the dialog box. 4 Complete the other fields in the record, as needed.
To define PM triggers for a selected PM plan

1 Choose Preventive Maintenance Plans. 2 Select a PM plan. 3 Choose Preventive Maintenance Triggers. 4 Create new records in any of the trigger applets (Time Interval, Usage, Threshold, and Event).
NOTE: PM Plans can have any number of triggers of any type (Time Interval,
Usage, Threshold, and Event).
To associate PM plans with agreements

1 Choose Agreements All Agreements. 2 Select an agreement. 3 Choose Agreements Preventive Maintenance. 4 Create a record in the PM Plans applet for each associated plan.
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To associate assets with PM plans

1 Choose Assets All Assets. 2 Select an asset. 3 Choose Assets Preventive Maintenance Plans. 4 Create a record in the PM Plans applet for each associated plan.
To associate stand-alone activity templates with a PM plan

1 Choose Preventive Maintenance Plans. 2 Select a PM plan. 3 Choose Preventive Maintenance Actions. 4 Create a new record in the Activity Templates applet for each associated template.
To create service request templates for preventive maintenance

1 Choose Service Administration Service Request Templates SR Templates. 2 Create a new record for each SR template. 3 Select a template. 4 Choose Service Administration Service Request Templates SR Template Activities. 5 Create a record for each activity template associated with the selected SR template.
To associate service request templates with activity templates

1 Choose Preventive Maintenance Plans. 2 Select a PM plan. 3 Choose Preventive Maintenance Actions. 4 Create a new record in the SR Templates applet for each associated template.
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Enabling Preventive Maintenance Plans
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The preventive maintenance engine cannot consider a plan until it has been marked as Active. The current state of the Active flag can be viewed from any applet that displays the plan. When the Active flag is unchecked, the plan is not loaded into the Preventive Maintenance engine, and therefore no preventive maintenance actions can be scheduled for that plan. This is often desirable while completing the definition of a plan, or to temporarily disable specific plans. When the plan definition is complete, or the plan is to be reinstated, the preventive maintenance administrator makes sure that the active checkbox is checked. An administrator can also define a minimum number of service requests that must exist for an asset, within some time period, before the plan is considered enabled for that asset. For example, the plan could be enabled if there are two service requests in the last 90 days. When the Preventive Maintenance engine runs, 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.
Validating PM Plans for an Asset
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Each preventive maintenance plan stores product ids and asset Ids. The product Ids are obtained by executing two queries against the database and unioning the result sets:
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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).
NOTE: Currently, product lines are attached to plans through a dialog box on the
PM Plan buscomp and the ALL_ASSETS_FLG is always set.

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

Time interval triggers can fire at a fixed interval of time, measured in days. Although the interval could be less than 1 day, currently higher-level logic prevents triggers from firing more than once a day. 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. These valid start and end dates are specified in days and measured from the assets install date.
Date Triggers
Date triggers fire on a specific date. Like Time triggers, they may have a valid start and end that are measured from the assets install date.
NOTE: In the out-of-the-box configuration, Date triggers are not exposed on the user
interface.
Usage Triggers
Usage triggers fire based on an asset measurement. The trigger fires if the readings for the specified measurement have a delta greater than the specified interval. The delta is determined by the difference between the most recent reading and the reading at the time of the last PM action. To be considered, the readings must be marked as complete (see Measurements and Readings Views on page 5-30). If the most recent reading is less than the reading at the time of the last PM action, 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, defining what reading values the trigger is valid for. The measurement is specified only by its type (see Table 5-11 on page 5-31). If an asset is given more than one measurement of the type specified by a Usage trigger, then if any of the measurements exceed the usage specified by its type, the trigger will fire. To avoid this, it is recommended that more specific types be defined as applicable in the measurement type LOV (ASSET_MEAS_TYPE).
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Threshold Triggers
Threshold triggers examine the readings since the most recent PM action. If any completed reading exceeds the lower or upper limit, the trigger fires. Like Usage triggers, Threshold triggers specify a measurement type to which they apply. The same potential issues and solutions apply to Threshold triggers.
Event Triggers
Event triggers have logic similar to the enablement parameters of a PM plan (see Enabling Preventive Maintenance Plans on page 12-28). However, in this case, if the service request count is attained, then the trigger fires. Currently, the only event supported is the number of service requests in a specified period.
Defining Plan Actions

The final step in configuring preventive maintenance is to define what happens when a plan is triggered for a specific asset. A combination of service requests and activities can be configured. The generation of service requests is defined by creating SR (service request) templates (Service Administration SR Templates) and then attaching them to a plan. Similarly, the activities generated are defined by activity templates (Siebel Assistant Administration Activity Templates) that are attached to a plan. In both cases the templates defined are stand-alone entities that can be reused by attaching them to many plans.
Instantiating the Plan (What Happens When a Trigger Fires)

For each SR template associated with a plan, a service request is created with fields defined by the template. The asset is associated with the service request that was created for this asset. For each activity template that is attached to the SR template, an activity plan is created, and in turn, each subordinate object in the template is created under its new parent object. In a similar fashion, each activity template attached directly to the PM plan generates an activity plan and activities, and so on. However, they are not associated with any service request. In this case, the activities are called stand-alone activities.
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Invoking the Preventive Maintenance Engine

There are two basic methods of invoking the Preventive Maintenance engine: through server requests and through the client application.
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Using Server Requests

Server administrators can set up requests (one-time or repeating) for tasks that are serviced by the Preventive Maintenance engine. The component-specific parameters specified by the request determine what the engine does for that request. For a detailed explanation see Engine Parameters for the Preventive Maintenance Engine on page 12-33. In general, tasks must define these variables:
s s
A set of objects for the engine to operate on. An end date that is the latest date to schedule preventive maintenance during the run.
The set of objects must include either assets and plans, or agreements, as defined by the Sub-mode parameter in the request. In the case of assets and plans, if only assets or only plans are specified, then all of the other object types are assumed. For example, if only Assets are specified (Sub-mode=Assets), then the Preventive Maintenance engine checks the specified assets against all Plans. When agreements are specified, 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. 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. Server requests may also use the ID parameters in place of the SQL parameters, but they should never use the Temp-Table Mode, as this is reserved for use by interactive engine requests sent directly from a client application.
Using Client Requests

Client requests can be passed directly from the client application from Agreements Preventive Maintenance or from Assets Preventive Maintenance History. Requests generated from the Assets screen always process the specified assets for all PM plans.
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System Preferences for the Preventive Maintenance Engine

The PM engine uses the two system preferences described in Table 12-16.
Table 12-16.
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. This default organization is stamped on generated service requests when the asset for which the service request is being generated doesnt have a specified account. If the owner account is specified for the asset, then the accounts BU_ID is used. 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. The value specified should be the ROW_ID of the desired employee.
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. These engines require certain parameters to be passed, Table 12-17 contains the parameters for the PM engine, and what they mean.
Table 12-17. Preventive Maintenance Engine Parameters
Values {SQL, Id, TempTbl}
12
(Sheet 1 of 2)
Explanation This required parameter specifies how the engine locates the entities to process. Only SQL or Id is intended to be specified in user requests. TempTbl is used by the client applications for submitting requests. This required parameter specifies what entities are specified. A SubMode of Assets implies ALL PM Plans, and a SubMode of Plans implies ALL Assets.
Parameter Name Mode
SubMode
{Assets, Plans, Assets&Plans, Agreements}
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Table 12-17.
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. Note that currently, only time-based triggers can fire for a future date. This parameter specifies a specific asset. It is required when the Mode is Id and the SubMode is either Assets or Assets&Plans. This parameter specifies a specific PM Plan. It is required when the Mode is Id and the SubMode is either Plans or Assets&Plans. This parameter specifies a specific Agreement. It is required when the Mode is Id and the SubMode is Agreements. This parameter specifies a search specification for assets. It is required when the Mode is SQL and the SubMode is either Assets or Assets&Plans. See Step 1 on page 12-35 in the Notes section following this chart. 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. See Step 2 on page 12-35. This parameter specifies a search specification for assets. It is required when the Mode is SQL and the SubMode is Agreements. See Step 3 on page 12-35.
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
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Notes
1 The SQL template for retrieving assets is as follows:
GET_SQL_ASSETS = SELECT asset.ROW_ID FROM&Table_Owner.S_ASSETasset WHERE$SEARCH_SPEC$
The value supplied as the AssetSQL parameter is substituted for $SEARCH_SPEC$, and thus, any specification that legally completes this template is allowed for the parameter.
2 The SQL template for retrieving PM Plans is as follows:

GET_SQL_PM_PLANS = SELECT pln.ROW_ID FROM&Table_Owner.S_PM_PLNITMpln WHEREpln.ACTIVE_FLG = 'Y' AND $SEARCH_SPEC$
The value supplied as the PlanSQL parameter is substituted for $SEARCH_SPEC$, and thus, any specification that legally completes this template is allowed for the parameter.
3 The SQL template for retrieving PM Plans is as follows:

GET_SQL_AGREEMENT_IDS = SELECT agrmnt.ROW_ID FROM&Table_Owner.S_DOC_AGREEagrmt WHEREagrmnt.VALID_FLG = Y AND $SEARCH_SPEC$
The value supplied as the PlanSQL parameter is substituted for $SEARCH_SPEC$, and thus, any specification that legally completes this template is allowed for the parameter.
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Tables Involved
12
Tables shown in italic type are updated (created, modified, or deleted) in some way by the Preventive Maintenance engine. The Preventive Maintenance engine only reads the other tables.
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
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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
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13
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
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Setup and Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-27 Setting Up Auto Invoicing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-27 Requirements of the Auto Invoicing Engine . . . . . . . . . . . . . . . . . . . . . .13-28 Cost and Price Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13-29 Organization of an Invoice . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13-30
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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.
Business Scenario
13
Star, Inc., provides service on computer systems to small to mid-size companies. It maintains a call center and a field service force. It recently started printing invoices on site for the customer, to show what transpired during the service call. This proves helpful for satisfying customer expectations and reducing customer callbacks. Recently, one of the field engineers was on site to swap a disk drive. The customer chose to pay directly for the service. The FSE documented the activity and, upon completion, created an invoice based on time and materials. The customer was able to see the appropriate information, sign and date the invoice, and pay by check. The FSE recorded the payment in Siebel Field Service, running on a laptop computer, then synchronized this computer with the corporate server, allowing Stars backoffice billing system to process the invoice. For another customer, an FSE is always on site because of the systems complexity. The FSE often performs multiple service requests on the same day for the same customer. The FSE keeps track of work by issuing a separate invoice for each service request. At the end of the day, the FSE and customer review the work performed. The FSE has a laptop with a pen-based touch-screen and a wireless connection to the corporate server. The customer approves the invoice. The invoice is uploaded to the back-office computer, and funds are electronically transferred. World Ocean service engineers are expected to quickly respond to on-site service calls, record costs and time as the service is performed, create a customer invoice immediately after the work is done, get the customers approval, and accept customer payment by check, cash, or credit card.
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Concepts and Terms
Concepts and Terms

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

Follow these procedures to produce customer invoices.
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To set up a new invoice

1 Choose Billings All Invoices (see All Invoices View on page 13-11). 2 In the Invoices form applet, create a new invoice record.
Field Service fills in an invoice number, sets Type to Receivable, and sets the Status to Open.
3 Choose an account from the dialog box. 4 Enter an initial amount for the invoice. This can be $0.00.
To create an invoice manually

1 Follow the steps in To set up a new invoice. 2 In the Line Items view, add line items to the invoice. 3 Fill in the amount field. 4 Do not associate manually entered line items with activities or orders.
To record billable activities for a service request

1 Choose Service Request My Service Requests (see Service Requests Views on page 2-33). 2 Choose the service request you are working on. 3 Select a price list, a rate list, and the Billable check box. 4 Click the SR Number to go to the Activities view (see Activities View on page 2-36). 5 In the Activities list applet, add a record for an activity. 6 Click the Billable flag field to activate it.
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To record billable orders for a service request

1 Choose Service Request My Service Requests (see Service Requests Views on page 2-33). 2 Choose the service request you are working on. 3 Choose the Orders view (see Orders View on page 2-44). 4 In the Orders list applet, add a record for an order. 5 Click the Billable flag field to activate it.
To record billable expenses for service activities

1 Choose Activities Expense Tracker. 2 In the Field Engineer Activity list applet, select an activity. 3 In the Expense Tracker applet, create a record for each expense. 4 Check the Billable field if this activity is billable.
To record billable time with an activity

1 Choose Activities Time Tracker. 2 In the Field Engineer Activity list applet, select an activity. 3 In the Expense Tracker applet, create a record for each expense. 4 Check the Billable field if these hours are billable.
To record billable parts, resulting from field part movements, with an activity
1 Choose Activities Field Part Movements. 2 In the Field Engineer Activity list applet, select an activity. 3 In the Field Part Movements applet, create a record for a part that moves between trunks or customer sites in the field. 4 Click Commit to create a transaction that will be recorded in the Field Service server upon synchronization.
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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 Choose the service request you are working on. 3 Choose the Invoices view (see Invoices View on page 2-40). 4 Click Auto Invoice.
To create an invoice automatically for an activity

1 Choose Activities My Activities (see All Activities View on page 3-17). 2 Choose the activity you are working on. 3 Select a price list, a rate list, and the Billable check box. 4 Choose the Invoices view (see Invoices View on page 3-27). 5 Click Auto Invoice.
To print an invoice
1 Choose Billings All Invoices. 2 Select the invoice to print. 3 Choose Customer Invoice from the Reports menu. 4 In the Siebel Report Viewer window, click the Print button.
To record payments against an invoice

1 Choose Billings All Invoices. 2 Select an invoice. 3 Choose Billings Payments. 4 Create a record for each payment to that invoice.
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Screens and Views for Invoices

Table 13-1.
Screen Pricing Administration
13

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

The Asset Mapping view (Pricing Administration Costing Asset Mapping) records the factors that are used to adjust the cost of assets, depending on the Condition, Value Basis, Cost List, and Cost Method for each asset. For more information, see the Asset Mapping View on page 5-12.
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Billings Screen
The Billings screen has seven views that apply to invoices. The Attachments, Contacts, and Notes views are general Siebel Field Service features that are not described here.
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Billings Screen
All Invoices View
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The All Invoices view, Figure 13-2, 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
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Billings Screen
Table 13-2.
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. The number assigned to this invoice. Click this number to see the Line Items view. The date this invoice was sent to the customer. The category of invoice, chosen from a picklist, for example:
s s s s s s s
Invoice # Invoice Date Code, Invoice Code
Consolidated Contract Project Sales Service Standard Time & Material
Status
The current status of an invoice, chosen from a picklist, 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, chosen from a picklist, for example:

s s
Payable Receivable, the default for Invoice Type
Days Open
The number of days that the invoice has been active. If the invoice status is other than closed, it is calculated from the System Date minus the Invoice Date. If the status is closed, it is calculated from Closed Date minus Invoice Date. A type-in field containing the gross value of the invoice.
Invoice Amount
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Table 13-2.
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. Data is from the Payments applet (see Payments View on page 13-18). The balance on an invoice, calculated from Invoice Amount and Total Payments. The date that the invoice was closed. Date that the invoice payment is due, based on the payment terms. A check box that is set automatically if the current date is past the due date. The name of an account related to the invoice, chosen from a dialog box. Click to go to the Account view. Choosing an account automatically completes the address and phone number fields for the account. It also completes the Bill To fields.
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. In the list applet only. The number of the service agreement associated with this invoice. The number of the activity associated with this invoice. The conditions for payment; for example, Net 30. A month, quarter, or year, as described in Application Administration Period, chosen from a dialog box. A date that automatically changes when any field is changed. Automatically set to the system date when the record is added. Automatically changed to the login name of the last person to change this record. A type-in field to identify versions of an invoice. The default is 0. The name of an account to receive the payment, chosen from a dialog box. The default is normally set to the service engineers company. Choosing Payable To Account automatically completes the other Payable To fields.
NOTE: A manual invoice does not use information from the Line Item Details list
applet.
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Invoices
Billings Screen
Line Items View
13
The Line Items view, Figure 13-3, shows the billable items in an invoice. Additional items can be included. This view contains the Invoices form applet (see Figure 13-2 on page 13-11) and Invoice Line Items list applet. Table 13-3 on page 13-15 describes the fields in this view.
NOTE: This view has a Refresh Total button on the Invoices form applet (see
Table 13-2 on page 13-12).
Figure 13-3. Line Items List Applet in the Line Items View
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Table 13-3.
Field/Button Renumber Line Description
Selected Fields in the Invoice Line Items Applet

Description This button numbers line items sequentially, starting at 1. The number assigned to a line item. This number can be replaced by typing in another. Click to go to the Invoice Line Item view. A category of invoice, chosen from a picklist; 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. A type-in field for related reference numbers. Copy Ids into this field so that they appear in one column in reports. The Id of the activity associated with this invoice. The Id of the order associated with this invoice.
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Invoices
Billings Screen
Line Item Detail View
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The Line Item Detail view, Figure 13-4, provides information about the items in an invoice. It is used only by the Auto Invoice function. 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), and the Invoice Line Item Details list applet. Table 13-4 on page 13-17 describes the fields in this view.
NOTE: This view has a Refresh Total button on the Invoices form applet (see
Table 13-2 on page 13-12).
Figure 13-4. Line Items and Line Item Details List Applets in the Line Item Detail View
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Table 13-4.
Field/Button Renumber Line Amount
Selected Fields in the Invoice Line Item Detail Applet

Description This button numbers line items sequentially, starting at 1. The number assigned to a line item. This number can be replaced by typing in another. A type-in field containing the amount billed to the customer for this record. For a manual invoice, this field is not filled. For an invoice created with the Invoice engine, this value is automatically completed. Reference number for a part movement, filled in automatically by the Invoice engine. Reference number for an order, if this invoice includes an order line item, filled in automatically by the Invoice engine. Reference number for an expense associated with this line item, filled in automatically by the Invoice engine. Reference number for any labor charge associated with this line item, filled in automatically by the Invoice engine. The name of a product associated with this line item, filled in automatically by the Invoice engine. The part number for the named product, filled in automatically by the Invoice engine. The number of an asset associated with this line item, filled in automatically by the Invoice engine The serial number for the named asset, filled in automatically by the Invoice engine. The number of occurrences in this line item.
Part Movement Id Order Line Item Id Activity Expense Item Id Activity Time Item Id Product Name Part Number Asset Number Serial Number Qty
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Invoices
Billings Screen
Payments View
13
The Payments view, Figure 13-5, records the payments against an invoice. 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.
Figure 13-5. Payments List Applet in the Payments View Table 13-5.
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, chosen from a dialog box. The All Payments dialog box also accepts new payment records. Date a payment was received. Total amount of a payment. A reference number assigned to a payment record.
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Table 13-5.
Field Action Type
Selected Fields in the Payments List Applet

Description
(Sheet 2 of 2)
The type of payment transaction, chosen from a picklist; for example:

s s s s
Adjustment Payment Pending Write-Off
Method
The method of payment, chosen from a picklist; 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 dialog box. The number of the credit card used for payment. The owner of the credit card. The expiration date of the credit card.
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Activities Screen
Activities Screen
The Activities screen has five views that are related to invoices.
13
Expense Tracker View
13
The Expense Tracker view records the expenses associated with an activity. 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). 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). Table 13-6 on page 13-20 describes the fields in this view.
Figure 13-6. Expense Tracker List Applet in the Expense Tracker View Table 13-6.
Field Expense Type Amount Billable
Selected Fields in the Expense Tracker Applet

Description The type of expense; for example, a hotel bill, chosen from a picklist. The amount of the expense. A check box indicating that this expense is billable. When this flag is set, the Invoice engine uses this record to create an invoice. The service business can define expenses that are never billable. The type of expense, chosen from a picklist; for example:
s s
Rate Type
Expense. This is the default. Material.
Qty
The number of expensed items, when appropriate; for example, tolls.
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Field Parts Movements View
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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. If the Billable flag is set in a Field Parts Movement record, the Invoice engine includes the price of this part, based on the activitys selected price list, in an invoice. For more information, see Field Part Movements View on page 3-22.
13
The Field Service Details view and applet provide information about the service request, account, and contact associated with an activity. If the Billable flag is set in a Field Service Details record, the Invoice engine includes the price of this activity in an invoice.
Invoices View
13
The Invoices view creates and displays all invoices associated with an activity. For more information, see All Invoices View on page 13-11. For more information about the Auto Invoice button, see Requirements of the Auto Invoicing Engine on page 13-28. If an invoice is created from Activities Invoices (Invoices applet), the engine looks for any billable expenses, time, or parts related to the an activity, applies the associated price and rate lists, then creates a new invoice. Click Auto Invoice to generate invoices for selected activities. Only records that have billable flags set in these views are included in the invoice calculation:
s
Activities Expense Tracker. Records in the Expense Tracker list applet (see
Expense Tracker View on page 3-20).

s
Activities Time Tracker. Records in the Time Tracker list applet (see Time
Tracker View on page 3-31).

s
Activities Field Part Movements. Records in the Field Part Movements list applet
(see Field Part Movements View on page 3-22).
Version 6.1
13-21
Invoices
Activities Screen
Time Tracker View
13
The Time Tracker view lists the labor charges associated with an activity. This view contains the Activities applet (see All Activities View on page 3-17) and the Time Tracker list applet (Figure 13-7). 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). Table 13-7 on page 13-23 describes the fields in this view.
Figure 13-7. Time Tracker List Applet in the Time Tracker View
13-22
Version 6.1
Invoices
Activities Screen
Table 13-7.
Field Time Type
Fields in the Time Tracker Applet

Description The type of task to which time was devoted, chosen from a picklist; for example:
s s s s s s s
Access to System Admin Install Interrupt Other Travel Work
Rate Type
The type of rate, defined in the Rate list, used to bill this time, chosen from a picklist; for example:
s s s
Contract Premium Standard
For more information about rate lists, see the Siebel Pricing, Costing, and Rate List Administration Guide. Start Time Stop Time Hours Billable The start time for this part of the activity. The end time for this part of the activity, chosen from a calendar/clock applet. The time expended, calculated from Start Time minus Stop Time. A check box indicating that this labor is billable. When this flag is set, the Invoice engine uses this record to create an invoice. The service business can define expenses that are not billable; for example, a coffee break.
Version 6.1
13-23
Invoices
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). Table 13-8 on page 13-25 describes the button in this view.
Figure 13-8. Invoices View on the Service Requests Screen
13-24
Version 6.1
Invoices
Table 13-8.
Field Auto Invoice
Button in the Invoices Applet

Description This button automatically creates invoices based on the information provided for a service request.
From the Service Requests Invoices (Invoices applet), the Invoice engine searches for any billable orders or activities related to a service request, applies the designated price and rate lists, then creates a new invoice. Click Auto Invoice to generate invoices for selected service requests. 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).
Version 6.1
13-25
Invoices
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.
13-26
Version 6.1
Invoices
Invoice Report
Invoice Report
The Customer Invoice report, from the Reports menu, prints an invoice for the selected invoice record.
13
13
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.
Activities and orders must have price and rate lists defined. Auto-invoicing uses these lists to determine the total amount billed to a customer.
Version 6.1
13-27
Invoices
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.
13-28
Version 6.1
Invoices
Cost and Price Lists
13
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.
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.
Version 6.1
13-29
Invoices
Organization of an Invoice
The invoice header shows the total invoice amount.
13
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
13-30
Version 6.1
14
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
Version 6.1
14-1

About This Chapter
About This Chapter

This chapter describes how Siebel Field Service tracks field service activities, service workloads, and service efficiency.
14
Field Service Analysis Screen
14
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.
14
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.
14-2
Version 6.1

Activity Analysis View
14
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
Version 6.1
14-3

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.
14-4
Version 6.1

Activity Trend Analysis View
14
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
Version 6.1
14-5

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
14-6
Version 6.1

Average Time Spent Analysis View
14
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
Version 6.1
14-7

Table 14-3.
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
14-8
Version 6.1

Average Time Spent Trend Analysis View

The Average Time Spent Trend Analysis view, Figure 14-4, shows any changes in time required for each activity performed for a territory, activity category, activity type, field engineer, or product line. A manager can use this chart to determine changes in productivity for field service engineers. Table 14-4 on page 14-10 describes the settings for this view.
14
Figure 14-4. Average Time Spent Trend Analysis View
Version 6.1
14-9

Table 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
14-10
Version 6.1
Index
A
ABC Class field 7-32, 9-32 accounts across organizations 2-25 associating assets, products, 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, Barcode toolbar 9-12 Active check box 2-44, 8-25, 10-32, 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, 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 6.1
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, 9-28 Adjustment transaction 7-66 Administrative Contacts view Agreements screen 4-17 administrative tasks 1-28 administrator, 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, 4-10, 4-26 associating entitlements 4-20 associating legal, billing, and shipping contacts 4-17 charts 4-37 creating invoices 4-10, 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, 3-18, 11-21 All Activities view Activities screen 3-17 All Agreements view Agreements screen 4-12 All Assets check box 12-18, 12-24 All Assets view Assets screen 5-16 All Contacts check box 4-11, 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, 4-32 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, 7-25 field 3-35, 7-32 Allocate button 8-34 Allocate transaction 7-66 allocating definition 7-6, 9-3 setting up 7-23
Version 6.1
Index
amendments 4-17 Approved check box 2-44, 8-26 Asset Mapping view Pricing Administration screen 5-12 asset number, definition 2-39, 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, 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, 5-40 value basis 5-29 Assets screen 5-16 Assets view Inventory Transactions screen 7-47 AssetSQL 12-34 Assign button 2-34, 2-50
assignment administration 1-29 Assignment Manager 1-29, 2-12, 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, 7-24 field 3-35, 7-32 Auto Invoice button 2-40 Auto PM All button 12-22 Auto PM button 5-35, 12-22, 12-25 Auto Refresh check box 2-55 Auto Renewal check box 4-22 Auto Substitute check box 3-33, 7-24 field 3-35, 7-32 setting 7-26 Auto Update check box 3-40 auto-invoicing, 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, 9-14 label 9-3 New button 9-12 reader 9-3 Search mode 9-12
Version 6.1
Index
setting destinations for data 9-20 toolbar 9-11 Update button 9-12 Billable check box 2-44, 3-20, 3-23, 3-31, 750, 8-26, 13-20, 13-23 Billable Flag check box 2-34, 2-37, 3-18, 828, 8-36, 11-21 Billable flags, 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, 6-16, 6-17, 1115, 11-16 Class ABC/XYZ fields 3-35, 7-26 Client Request Id 8-53 ClientId parameter 9-45, 9-53 ClientReqId parameter 8-53 Commit All button 3-23, 7-15, 7-50 Commit button 3-23, 7-15, 7-49, 7-50 Commit check box 3-23, 7-50
Commit Flag check box 7-15, 7-46, 9-30 commit mechanism 7-69 commit time 2-6, 2-35 Competitor check box 2-31 Complete check box 5-33 Component check box 2-39, 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, definition 4-5 contracts. see also agreements 4-3 costs adjusting for assets 1-21, 13-9, 13-10 definition 4-5 Count Based On field 7-18, 7-29 Count Period fields 7-18 Counting Complete button 9-26 Counting Frequency field 7-18, 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, 9-42 configuring count period 9-43
Version 6.1
Index
configuring cycle count class, A/X, B/Y, or C/Z 9-43 configuring frequency 9-42 configuring product classification, A/X, B/Y, or C/Z 9-43 configuring start date and end date 9-40, 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, 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, 12-34 engines overview 1-9 entitlement coverage 2-25 entitlements associating accounts 4-30, 4-38 associating agreements 4-20 associating contacts 4-31, 4-39 associating PM plans 4-40 associating products and assets 4-35, 4-40 billing details 4-36 contractual terms 4-22 cost basis 4-22 definition 2-6, 4-5 overview 4-3 performance data 4-33 recording performance metrics 4-41 system preference for verifying dates 445, 4-46 system preference for verifying products and assets 4-46 system preferences 4-45 Entitlements view Accounts screen 2-28, 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, replacing 3-32 defective tags definition 11-4 overview 11-6 Delinquent check box 13-13
Version 6.1
Index
Expense Tracker view 13-20 Activities screen 3-20 Expenses check box 6-10 External Location 7-16, 7-30, 7-43
F
Failure symptoms 2-40 fee-per-use 5-5 Field Engineer Activity applet 2-49 Field engineers, activities 2-3 field inventory transactions 1-6 field part movements checking 2-18, 3-10 commit transactions 7-14 transactions 7-72 Field Part Movements applet 2-50 Field Part Movements view Activities screen 3-22, 7-48, 13-21 Field Replaceable Unit check box 3-33, 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, 6-17 field service engineers assigned activities 3-17 assigning to activities 2-36, 2-52 assignment rules 2-21 automatically assigning to activities 2-12 definition 2-6 selecting 2-52, 2-56 updating activity status 2-17 Financial Details view Agreements screen 4-22 Fulfill All button 8-25, 8-28
Fulfill button 8-25, 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, 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, 9-34 Generate Transactions button 10-29, 10-32 Get Warranties button 6-13
H
History view Assets screen 5-34, 12-22
Version 6.1
Index
I
InputMode parameter 8-53 Instructions view Activities screen 3-26 Instructions, configuring 3-43 Internal check box 2-37, 3-18, 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, 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, 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 6.1
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, definition 5-5 Metrics view Entitlements screen 4-33 Service Requests screen 2-41 Mobile field service 7-48 Mode parameter 9-45, 12-33 modules, 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, 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, 8-36 Loc/Type parameter 9-45 Local check box 3-40, 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, 9-3 logistics, definition 9-3
N
New button, Barcode toolbar 9-12 New Replenishment Orders view Service Inventory screen 7-34, 9-33 non-serialized products 5-5
O
optional modules 1-11 Order Action Types view Orders screen 8-22, 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, 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
Version 6.1
Index
checking status 8-16 defining types 8-40 filling automatically 8-11 finding, for replenishment 9-7 internal 8-4, 8-10 listing pending replenishment 7-37, 9-35 options for using 8-43 purchase 8-4, 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, 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, 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, 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, 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 6.1
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, 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, Barcode toolbar 9-13 Process Shipment button 10-13, 10-15 product administration 1-28 Product Buckets view Service Inventory screen 7-31 Product check box 2-39, 11-17
Product Defects view Assets screen 5-19 Service Requests screen 2-42 product defects, describing 2-42 Product Field Service Details view configuring 1-19, 3-44 Marketing Administration screen 7-23, 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, 8-35 associating with inventory locations 7-31 defining measurements 5-14 investigating availability 1-7, 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, 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
Version 6.1
Index
Q
Quote # 4-22
R
Reading view Assets screen 5-30 readings, 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, 11-19, 11-20 Refresh Total button 13-12, 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, denormalized table 7-64 Renumber button 4-26, 8-28, 13-15, 13-17
Repair History view Assets screen 5-26, 11-22 Repair Id 7-45 Repair Order view Receiving screen 10-9, 10-10 repair orders creating 8-15, 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, 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, 11-15 Repeat check box 3-19 Repeating check box 3-21 replenishment 7-6, 9-3 administration 9-49 automatically generating orders 7-34 finding order numbers 9-7 pending orders 7-37, 9-35 Replenishment engine input and output 9-54 inventory relationships 7-65
Version 6.1
11
Index
invoking 9-54 overview 9-7 parameters 9-51, 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, 8-28 Reprice button 4-26, 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, 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, Barcode 9-12 Serial numbers overwriting asset numbers 7-33 Serialized check box 3-33, 3-34, 5-17, 7-24, 7-25, 7-63, 9-26, 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, 8-29 service coverage, verifying 2-28 Service Details view Entitlements screen 4-36 service employees, administration of 2-21 service inventory overview 1-7 service level agreement definition 4-5
12
Version 6.1
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, 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-6Intro-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, 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, configuring 3-43 Stock Transfer transaction 7-67 subcomponents creating 5-22, 5-37 Sub-Components view Assets screen 5-22 SubMode 12-33 substitute parts, specifying 3-32 substitute products specifying 3-12 Suppress Calendar check box 3-19, 11-19
Version 6.1
13
Index
Symptom Code field 3-21 Symptom codes 2-40 system preferences agreements and entitlements 4-45 changing 9-39, 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, managing 7-5
T
Tax Exempt check box 8-29 technical support Intro-6Intro-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, 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, 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, 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, 2-25, 2-34, 4-3 views 1-13 administration 1-13 virtual location 7-6, 7-30, 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
Version 6.1
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, 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, 7-50 Write-in product 8-29 Write-In Serial Number 3-23, 7-50 Wrnty Rcvry check box 6-14, 8-36
X
XYZ Class field 7-32, 9-32
Version 6.1
15
Index
16
Version 6.1

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SIEBEL eBUSINESS APPLICATIONS

SIEBEL F IELD SERVICE GUIDE

Siebel Field Service Guide

Chapter 1. Field Service Overview

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

Siebel Field Service Guide

Chapter 2. Service Support

Siebel Field Service Guide

Chapter 3. Field Service Activities

Siebel Field Service Guide

Chapter 4. Service Agreements

Siebel Field Service Guide

Siebel Field Service Guide

Siebel Field Service Guide

Chapter 7. Service Inventory

Siebel Field Service Guide

Siebel Field Service Guide

Siebel Field Service Guide

Chapter 9. Logistics Management

Siebel Field Service Guide

Chapter 10. Shipping and Receiving

Siebel Field Service Guide

Siebel Field Service Guide

Chapter 11. Repairs

Siebel Field Service Guide

Chapter 12. Preventive Maintenance

Siebel Field Service Guide

Chapter 13. Invoices

Siebel Field Service Guide

Chapter 14. Field Service Analysis

Siebel Field Service Guide

Siebel Field Service Guide

Who Should Use This Guide

Siebel Field Service Guide

How This Guide Is Organized

Whats New in This Release

guide, depending on which software modules you have purchased.

Siebel Field Service Guide

Agreements Assets Measurements Barcode Support

Logistics Field Service Analysis Organizations Preventive Maintenance

Warranty Receiving Remote Transactions

guide, depending on which software modules you have purchased.

Siebel Field Service Guide

Siebel Field Service Guide

Contacting Siebel Technical Support

Siebel Field Service Guide

Siebel Field Service Guide

Siebel Welcomes Your Comments

Siebel Field Service Guide

Field Service Overview

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

Siebel Field Service Guide

Field Service Overview

About Field Service

Siebel Field Service Guide

Field Service Overview

Managing the Full Cycle of Field Service

Base Field Service applications:

Call Management Account/Contact Management Field Activities Management Warranty Management

Siebel Field Service Guide

Field Service Overview

Asset Management On-Site Services Management Knowledge Management