Beruflich Dokumente
Kultur Dokumente
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.
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
Version 6.1
iii
Contents
iv
Version 6.1
Contents
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
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
Version 6.1
Contents
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
vi
Version 6.1
Contents
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
Version 6.1
vii
Contents
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
vii i
Version 6.1
Contents
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
Version 6.1
ix
Contents
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
Version 6.1
Contents
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
Version 6.1
xi
Contents
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
xii
Version 6.1
Contents
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
Version 6.1
x iii
Contents
Screens and Views for Shipping and Receiving . . . . . . . . . . . . . . . . . . 10-11 Shipping Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-12 All Pick Tickets View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-12 Pick Ticket View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-14 Repair Pick Ticket View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-17 Waybill View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-18 Consolidation View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-20 Shipping Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-22 Receiving Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-22 All Pending Orders View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-22 Line Item Receipts View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-24 All Unknown Receipts View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-26 Receive Internal Orders View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-28 Receive Purchase Order View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-31 Receive Repair Order View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-33 Receive RMA View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-33 Receive Unknown View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-33 Waybill View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-33 Setup and Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-34 Process Shipment Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-34 Generate Transactions Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-34 Common Checks and Validations for Shipping and Receiving. . . . . . . . . 10-35 Inventory Transactions for Repairs in an Internal Repair Center . . . . . . . . 10-35 Inventory Transactions for Repairs Sent to a Third-Party Vendor . . . . . . . 10-36 Inventory Transactions for Repairs Received from a Third-Party Vendor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-37 Third-Party Vendor Swaps an Asset During Repair . . . . . . . . . . . . . . . . . 10-38
xiv
Version 6.1
Contents
Version 6.1
xv
Contents
xvi
Version 6.1
Contents
Version 6.1
x vii
Contents
Index
xvi ii
Version 6.1
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
Version 6.1
I n tr o - 1
Introduction
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.
In t ro - 2
Version 6.1
Introduction
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.
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
Version 6.1
I n tr o - 3
Introduction
Whats New in This Release
Siebel Field Service, version 6.0, has these following new features:
Feature Description
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
NOTE: Your Siebel implementation may not have all the features described in this
In t ro - 4
Version 6.1
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.
Version 6.1
I n tr o - 5
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:
s s s s s
North America: Brazil (Sao Paulo): UK (London): Germany (Munich): France (Paris):
+800 214 0400 or +1 650 295 5724 +55 11 5110 0800 +44 (0) 800 072 6787 or +44 (0) 1784 494949 +49 89 957 18 400 +00 +800 - 21 40 40 04
In t ro - 6
Version 6.1
Introduction
Contacting Siebel Technical Support
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.
Version 6.1
I n tr o - 7
Introduction
Siebel Welcomes Your Comments
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.
In t ro - 8
Version 6.1
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
Version 6.1
1-1
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.
s s s s s
1-2
Version 6.1
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.
Version 6.1
1-3
s s s
Orders Management Service Inventory Shipping and Receiving Repair Barcode Integration Preventive Maintenance Field Service Analysis Logistics Management Contract Management Dispatch and Scheduling Management (Calendar option)
1-4
Version 6.1
The flow chart in Figure 1-1 shows the functional relationships among the components of Siebel Field Service.
Service Inventory
Inventory buckets
Assign
Replenishment
Inventory locations
Cycle counting
Service request
Assignment Manager
Dispatch
Trigger Receiving
Contracts
Fulfillment/ Part Locator Picking and shipping Service agreement
Installed Base
Customer Configuration
Repairs
Repair order Defective tag
Entitlement
Warranties
Assets
Field engineer
Billing
Parts Time and materials Expenses
Skills
Shift
Territory
Calender
Tools
Invoice
1-5
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.
1-6
Version 6.1
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.
Version 6.1
1-7
1-8
Version 6.1
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.
s s
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.
Version 6.1
1-9
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.
1-10
Version 6.1
Figure 1-2.
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.
Version 6.1
1-11
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.
1-12
Version 6.1
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.
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.
Version 6.1
1-13
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
(Sheet 1 of 13)
Location of Information About This Screen Chapter 2, Service Support, in this guide; Online Help
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
1-14
Version 6.1
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
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
Version 6.1
1-15
Table 1-1.
Screen Agreements
(Sheet 3 of 13)
Location of Information About This Screen Chapter 4, Service Agreements, in this guide; Online Help
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
1-16
Version 6.1
Table 1-1.
Screen
(Sheet 4 of 13)
Location of Information About This Screen Chapter 2, Service Support, in this guide
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
Version 6.1
1-17
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
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
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
Dispatch Board
1-18
Version 6.1
Table 1-1.
Screen
(Sheet 6 of 13)
Location of Information About This Screen Chapter 4, Service Agreements, in this guide; Online Help
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.
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.
Version 6.1
1-19
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.
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
1-20
Version 6.1
Table 1-1.
Screen
(Sheet 8 of 13)
Location of Information About This Screen Chapter 12, Preventive Maintenance, in this guide; Online Help
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
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.
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
Version 6.1
1-21
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
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
1-22
Version 6.1
Table 1-1.
Screen
(Sheet 10 of 13)
Location of Information About This Screen Chapter 6, Warranties, in this guide
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
Version 6.1
1-23
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.
1-24
Version 6.1
Table 1-1.
Screen
(Sheet 12 of 13)
Location of Information About This Screen Chapter 2, Service Support, in this guide; Online Help
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
Version 6.1
1-25
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.
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
1-26
Version 6.1
Figure 1-4.
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.
Version 6.1
1-27
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.
Administrative Tasks
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.
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.
1-28
Version 6.1
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
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
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
structure and a maintaining a physical inventory. These tasks are described in Chapter 7, Service Inventory and Chapter 9, Logistics Management in this guide.
Version 6.1
1-29
1-30
Version 6.1
Service Support
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
Version 6.1
2-1
Service Support
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
2-2
Version 6.1
Service Support
About This Chapter
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
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.
Version 6.1
2-3
Service Support
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
2-4
Version 6.1
Service Support
Business Scenario
The business scenario for setting up a service call is illustrated in Figure 2-1.
Entitlement
Perform Activity
Figure 2-1.
Version 6.1
2-5
Service Support
Concepts and Terms
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
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
2-6
Version 6.1
Service Support
Application Overview
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.
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.
Version 6.1
2-7
Service Support
Application Overview
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.
2-8
Version 6.1
Service Support
Application Overview
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.
Version 6.1
2-9
Service Support
Application Overview
4 Select an existing entitlement from the entitlements related to the service request, and then click Pick.
2-10
Version 6.1
Service Support
Application Overview
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.
Version 6.1
2-11
Service Support
Application Overview
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
2-12
Version 6.1
Service Support
Application Overview
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.
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.
Version 6.1
2-13
Service Support
Application Overview
To assign field service engineers and schedule activities using the Dispatch Board
1 Choose Dispatch Board Dispatch Board (see Dispatch Board View on page 2-48). 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
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.
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.
Service Support
Application Overview
Version 6.1
2-15
Service Support
Application Overview
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.
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.
2-16
Version 6.1
Service Support
Application Overview
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.
Version 6.1
2-17
Service Support
Application Overview
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.
2-18
Version 6.1
Service Support
Application Overview
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.
Version 6.1
2-19
Service Support
Application Overview
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.
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.
2-20
Version 6.1
Service Support
Screens and Views for Service Support
Responsibilities
Assignment Rules
Activity Templates
Version 6.1
2-21
Service Support
Screens and Views for Service Support
(Sheet 1 of 3)
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
2-22
Version 6.1
Service Support
Screens and Views for Service Support
Table 2-2.
Screen Service Requests
(Sheet 2 of 3)
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.
Version 6.1
2-23
Service Support
Screens and Views for Service Support
Table 2-2.
Screen Dispatch Board
(Sheet 3 of 3)
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
2-24
Version 6.1
Service Support
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).
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.
Version 6.1
2-25
Service Support
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.
2-26
Version 6.1
Service Support
Accounts Screen
For information on using the Accounts applets, see Accounts in Using Siebel Applications.
Table 2-3.
Field Organization
Contacts View
The customer service representative uses this view, Figure 2-3, to verify the person placing a service call.
Figure 2-3.
For information on using the Contacts view, see Contacts in Using Siebel Applications.
Version 6.1
2-27
Service Support
Accounts Screen
Figure 2-4.
2-28
Version 6.1
Service Support
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.
Version 6.1
2-29
Service Support
Accounts Screen
Figure 2-6.
For information about applets in this view, see All Assets View on page 5-16 and Contacts View on page 2-27.
2-30
Version 6.1
Service Support
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
Version 6.1
2-31
Service Support
Service Requests Screen
2-32
Version 6.1
Service Support
Service Requests Screen
Figure 2-7.
Version 6.1
2-33
Service Support
Service Requests Screen
Table 2-5.
Field/Button Verify
(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
Serial Number Version Profile Asset Number Product Billable Flag Price List Rate List
2-34
Version 6.1
Service Support
Service Requests Screen
Table 2-5.
Field/Button Owner Group Severity Priority
(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.
Commit Time
Organization
Version 6.1
2-35
Service Support
Service Requests Screen
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.
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.
2-36
Version 6.1
Service Support
Service Requests Screen
Table 2-7.
Field/Button Refresh Internal
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.
Version 6.1
2-37
Service Support
Service Requests Screen
Figure 2-10. Field Service Details Applet in the Field Service Details View
2-38
Version 6.1
Service Support
Service Requests Screen
Table 2-8.
Field/Button
Check Warranty
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.
1. For information about this type of warranty, see Concepts and Terms on page 6-3.
Version 6.1
2-39
Service Support
Service Requests Screen
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
2-40
Version 6.1
Service Support
Service Requests Screen
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
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.
Version 6.1
2-41
Service Support
Service Requests Screen
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
(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.
2-42
Version 6.1
Service Support
Service Requests Screen
Table 2-10.
Field Owner Group
(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.
Version 6.1
2-43
Service Support
Service Requests Screen
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 %
2-44
Version 6.1
Service Support
Service Requests Screen
Version 6.1
2-45
Service Support
Service Requests Screen
NOTE: Buttons for finding information are in the Service Requests applet: Related
SRs, Encyclopedia, and Search. See Solution Search View on page 3-41.
2-46
Version 6.1
Service Support
Dispatch Board Screen
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.
Version 6.1
2-47
Service Support
Dispatch Board Screen
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.
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
2-48
Version 6.1
Service Support
Dispatch Board Screen
The tree structure for this applet contains the following hierarchy of information:
s
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).
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.
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.
Version 6.1
2-49
Service Support
Dispatch Board Screen
Selecting lower levels in the Unplanned Activities applet changes the Field Engineer Activity applet to one of the applets shown in Table 2-12.
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
(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
2-50
Version 6.1
Service Support
Dispatch Board Screen
Table 2-13.
Button/Field Description Assigned To
(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).
Activity Status
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.
Siebel Field Service Guide
Version 6.1
2-51
Service Support
Dispatch Board Screen
The calendar, which scrolls left to right to show additional days, provides for scheduling up to 168 hours per week.
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.
2-52
Version 6.1
Service Support
Dispatch Board Screen
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.
Version 6.1
2-53
Service Support
Dispatch Board Screen
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.
2-54
Version 6.1
Service Support
Dispatch Board Screen
Table 2-14.
Group/Field Territory Refresh
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.
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.
Version 6.1
2-55
Service Support
Dispatch Board Screen
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.
2-56
Version 6.1
Service Support
Service Request Charts
(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.
Version 6.1
2-57
Service Support
Service Request Charts
Table 2-15.
Chart
(Sheet 2 of 2)
The number of service requests as a function of status. The number of service requests as a function of field service product area.
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.
2-58
Version 6.1
Service Support
Service Request Reports
Version 6.1
2-59
Service Support
Setup and Configuration
2-60
Version 6.1
Service Support
Setup and Configuration
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.
<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.
Version 6.1
2-61
Service Support
Setup and Configuration
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.
2-62
Version 6.1
Service Support
Setup and Configuration
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.
Version 6.1
2-63
Service Support
Setup and Configuration
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"
*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.
2-64
Version 6.1
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
Version 6.1
3-1
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
3-2
Version 6.1
Service Request
Research
Callback
Test
ECO
Repair
Upgrade
Diagnostic
Replacement
Preventive Maintenance
Figure 3-1.
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
Version 6.1
3-3
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.
3-4
Version 6.1
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.
Version 6.1
3-5
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.
3-6
Version 6.1
Application Overview
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.
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.
Version 6.1
3-7
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.
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.
3-8
Version 6.1
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.
Version 6.1
3-9
3-10
Version 6.1
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.
Version 6.1
3-11
3-12
Version 6.1
To delete an activity
1 Choose Activities My Activities. 2 Select an activity. 3 From the Edit menu, choose Delete Record.
Version 6.1
3-13
(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.
Instructions
3-14
Version 6.1
Table 3-1.
Screen
(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)
Part Browser
Part Browser
Solutions
Version 6.1
3-15
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.
3-16
Version 6.1
Figure 3-2.
Version 6.1
3-17
Table 3-2.
Field
(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.
3-18
Version 6.1
Table 3-2.
Field
(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
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.
Version 6.1
3-19
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.
3-20
Version 6.1
Figure 3-4.
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
(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.
Version 6.1
3-21
Table 3-4.
Field Start Time
(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
Figure 3-5.
3-22
Version 6.1
Table 3-5.
Field/Button Commit Commit All
Movement Date Product Name Status Used Quantity Asset Number Serial Number Commit Write-In Asset
Version 6.1
3-23
Figure 3-6.
3-24
Version 6.1
Table 3-6.
Field SR Number SR Status
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.
Version 6.1
3-25
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.
3-26
Version 6.1
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.
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
Version 6.1
3-27
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
3-28
Version 6.1
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
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
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.
Version 6.1
3-29
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.
3-30
Version 6.1
Figure 3-13. Time Tracker Applet in the Time Tracker View Table 3-12.
Field Time Type Date Rate Type
Version 6.1
3-31
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.
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.
3-32
Version 6.1
Table 3-13.
Field Product Product Line Description Part Number
Unit of Measure
Table 3-14.
Field Version
(Sheet 1 of 2)
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
Version 6.1
3-33
Table 3-14.
Field
(Sheet 2 of 2)
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.
3-34
Version 6.1
Table 3-15.
Field
Auto Substitute
Table 3-16.
Field
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.
Version 6.1
3-35
3-36
Version 6.1
Table 3-17.
Field Product Inventory Type
Table 3-18.
Field Availability Status Quantity
Table 3-19.
Field Product Availability Status
Version 6.1
3-37
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
3-38
Version 6.1
The All Solutions view (Solutions All Solutions), Figure 3-16, presents Solutions list and form applets. These applets record solutions to repetitive service activities.
Version 6.1
3-39
Figure 3-17. Resolution Documents Applet in the Resolution Documents View Table 3-20.
Field File Name Description Request Local Auto Update
3-40
Version 6.1
Encyclopedia
Search
Version 6.1
3-41
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.
Two graphs:
s s
The number of activities of each symptom type. The number of activities for each resolution code.
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.
3-42
Version 6.1
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.
(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.
Version 6.1
3-43
Table 3-24.
Screen
(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.
Marketing Administration
3-44
Version 6.1
Service Agreements
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
Version 6.1
4-1
Service Agreements
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
4-2
Version 6.1
Service Agreements
About This Chapter
Version 6.1
4-3
Service Agreements
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.
4-4
Version 6.1
Service Agreements
Concepts and Terms
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
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.
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.
Version 6.1
4-5
Service Agreements
Application Overview
Application Overview
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.
4-6
Version 6.1
Service Agreements
Application Overview
Version 6.1
4-7
Service Agreements
Application Overview
4 Check the start and end dates to see if the entitlement is active.
4 Click Close.
NOTE: To select an entitlement for this service request, highlight that entitlement
4-8
Version 6.1
Service Agreements
Screens and Views for 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
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
Version 6.1
4-9
Service Agreements
Screens and Views for Agreements
Table 4-1.
Screen Agreements (continued)
(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
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
Preventive Maintenance
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
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.
4-10
Version 6.1
Service Agreements
Screens and Views for Agreements
Table 4-1.
Screen Contacts
(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.
Version 6.1
4-11
Service Agreements
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.
4-12
Version 6.1
Service Agreements
Agreements Screen
Table 4-2.
Field Name
(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.
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
Revision
Version 6.1
4-13
Service Agreements
Agreements Screen
Table 4-2.
Field Account Last Name
(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
4-14
Version 6.1
Service Agreements
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.
Activities List Applet in the Activities View Button in the Activities List Applet
Description Revises the applet to display the most recent activities.
Version 6.1
4-15
Service Agreements
Agreements Screen
Figure 4-3.
Activity Plans and Activities List Applets in the Activity Plans View
4-16
Version 6.1
Service Agreements
Agreements Screen
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.
Version 6.1
4-17
Service Agreements
Agreements Screen
Table 4-4.
Field Type
(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.
4-18
Version 6.1
Service Agreements
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.
Version 6.1
4-19
Service Agreements
Agreements Screen
Table 4-5.
Field Name Template
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.
4-20
Version 6.1
Service Agreements
Agreements Screen
Table 4-6.
Fields Name
Related Line Item Id Service Calendar Current Quota Initial Quota U/M
The date that the entitlement begins. The date that the entitlement ends.
Version 6.1
4-21
Service Agreements
Agreements Screen
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.
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.
4-22
Version 6.1
Service Agreements
Agreements Screen
Table 4-7.
(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
Invoice Type
Consolidated Contract Installment Project Sales Service Standard Time & Materials
Version 6.1
4-23
Service Agreements
Agreements Screen
Table 4-7.
(Sheet 3 of 3)
Invoice Day
10th of Month 15th of Month 1st of Month 30th of Month Last day of Month
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
The date that the first payment is expected. The date that the last payment is expected.
4-24
Version 6.1
Service Agreements
Agreements Screen
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.
Version 6.1
4-25
Service Agreements
Agreements Screen
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)
4-26
Version 6.1
Service Agreements
Agreements Screen
Table 4-8.
Field/Button
(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
Version 6.1
4-27
Service Agreements
Agreements Screen
Figure 4-10. Terms and Totals Form Applets in the Terms and Totals View
4-28
Version 6.1
Service Agreements
Agreements Screen
Figure 4-11. PM Plans List Applet in the Preventive Maintenance View Table 4-9.
Field Name
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.
Version 6.1
4-29
Service Agreements
Entitlements Screen
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.
4-30
Version 6.1
Service Agreements
Entitlements Screen
Table 4-10.
Fields Account Site All Contacts All Products
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.
Version 6.1
4-31
Service Agreements
Entitlements Screen
Table 4-11.
Field Last Name Phone Email Internet
4-32
Version 6.1
Service Agreements
Entitlements Screen
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
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
NOTE: A Response Time metric is required for calculating Commit Time in the
Version 6.1
4-33
Service Agreements
Entitlements Screen
Figure 4-15. PM Plans List Applet in the Preventive Maintenance View Table 4-13.
Field Name Active Description
4-34
Version 6.1
Service Agreements
Entitlements Screen
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
(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.
Version 6.1
4-35
Service Agreements
Entitlements Screen
Table 4-14.
Field Install Date
(Sheet 2 of 2)
The date the asset was installed. Not applicable. Not applicable.
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
4-36
Version 6.1
Service Agreements
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.
Version 6.1
4-37
Service Agreements
Setup and Configuration
Setting Up Entitlements
Follow these procedures to set up entitlements.
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.
4-38
Version 6.1
Service Agreements
Setup and Configuration
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.
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.
Version 6.1
4-39
Service Agreements
Setup and Configuration
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.
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.
4-40
Version 6.1
Service Agreements
Setup and Configuration
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.
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.
Version 6.1
4-41
Service Agreements
Setup and Configuration
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.
Service Agreements
Setup and Configuration
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.
Version 6.1
4-43
Service Agreements
Setup and Configuration
4-44
Version 6.1
Service Agreements
Setup and Configuration
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.
(Sheet 1 of 2)
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.
Version 6.1
4-45
Service Agreements
Setup and Configuration
Table 4-18.
(Sheet 2 of 2)
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.
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.
4-46
Version 6.1
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
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
Version 6.1
5-1
Assets
Setup and Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-36 Setting Up Assets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-36 Asset Creation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-39 Asset Registration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-40 Asset Transactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-40
5-2
Version 6.1
Assets
About This Chapter
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
Version 6.1
5-3
Assets
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.
5-4
Version 6.1
Assets
Concepts and Terms
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
Version 6.1
5-5
Assets
Application Overview
Application Overview
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.
5-6
Version 6.1
Assets
Application Overview
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.
Version 6.1
5-7
Assets
Application Overview
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
5-8
Version 6.1
Assets
Application Overview
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.
Version 6.1
5-9
Assets
Screens and Views for Assets
(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.
Marketing Administration
Product Measurements
5-10
Version 6.1
Assets
Screens and Views for Assets
Table 5-1.
Screen 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.
Sub-Components
Transactions
Version 6.1
5-11
Assets
Pricing Administration Screen
Figure 5-1.
5-12
Assets
Pricing Administration Screen
Table 5-2.
Field Cost List
Condition
Value Basis
Cost Method
The method for determining the value of an asset, specified in the cost list, chosen from a picklist:
s s s s
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).
Version 6.1
5-13
Assets
Marketing Administration Screen
Figure 5-2.
5-14
Version 6.1
Assets
Marketing Administration Screen
Table 5-3.
Field Type Name Method Location U/M Conversion Frequency Maximum Minimum
Upper Limit Lower Limit Exp Mean Exp Std Dev Usage Basis
Version 6.1
5-15
Assets
Assets Screen
Assets Screen
The Assets screen records all information about assets, including service and repair history, sub-components, associated activities, and preventive maintenance.
Figure 5-3.
5-16
Version 6.1
Assets
Assets Screen
Table 5-4.
Field
(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.
Version Account Site Install Date Registered Date Ship Date Original Cost Warranty Start Date1
Version 6.1
5-17
Assets
Assets Screen
Table 5-4.
Field
(Sheet 2 of 2)
The last date of a warranty period. The coverage of a warranty, chosen from a picklist:
s s s
Status
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.
5-18
Version 6.1
Assets
Assets Screen
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
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.
Version 6.1
5-19
Assets
Assets Screen
Table 5-5.
Field Priority Status Sub-Status Area Sub-Area Owner Group Type Cause
(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
5-20
Version 6.1
Assets
Assets Screen
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.
Version 6.1
5-21
Assets
Assets Screen
Table 5-6.
Field
Related Asset Number Related Asset Serial Number Related Asset Product Name Relationship
Backup Dependent
5-22
Version 6.1
Assets
Assets Screen
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
Figure 5-6.
Version 6.1
5-23
Assets
Assets Screen
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.
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
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.
5-24
Version 6.1
Assets
Assets Screen
Table 5-8.
Field
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.
Version 6.1
5-25
Assets
Assets Screen
Figure 5-8.
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.
5-26
Version 6.1
Assets
Assets Screen
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.
Version 6.1
5-27
Assets
Assets Screen
Table 5-9.
Field/Button Recost
(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
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.
5-28
Version 6.1
Assets
Assets Screen
Table 5-9.
Field/Button Value Basis
(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.
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.
Version 6.1
5-29
Assets
Assets Screen
Table 5-10.
Field Action
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.
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.
5-30
Version 6.1
Assets
Assets Screen
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
(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
Version 6.1
5-31
Assets
Assets Screen
Table 5-11.
Field Location U/M Conversion
(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.
5-32
Version 6.1
Assets
Assets Screen
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
Sample 1, 2, 3
Version 6.1
5-33
Assets
Assets Screen
History. Displays preventive maintenance actions associated with assets (Figure 5-13). PM Plans. Records preventive maintenance plans associated with assets
5-34
Version 6.1
Assets
Assets Screen
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.
Version 6.1
5-35
Assets
Asset Chart
Asset Chart
The Asset screen has a Measurement Analysis chart that shows the readings from a selected measurement as a function of the date of the readings. The upper and lower limits of readings are also shown on the graphs.
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.
5-36
Version 6.1
Assets
Setup and Configuration
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
Version 6.1
5-37
Assets
Setup and Configuration
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
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.
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.
5-38
Version 6.1
Assets
Setup and Configuration
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).
Version 6.1
5-39
Assets
Setup and Configuration
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.
5-40
Version 6.1
Warranties
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
Version 6.1
6-1
Warranties
About This Chapter
6-2
Version 6.1
Warranties
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.
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
Version 6.1
6-3
Warranties
Application Overview
Application Overview
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.
6-4
Version 6.1
Warranties
Application Overview
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).
Version 6.1
6-5
Warranties
Application Overview
6-6
Version 6.1
Warranties
Application Overview
5 For information about the warranties, right-click anywhere in the Repairs form applet and choose Go to Warranty from the menu.
You see Assets Warranties, which shows the warranties for this asset (see Warranties View on page 6-13).
Version 6.1
6-7
Warranties
Screens and Views for Warranties
Assets
Warranties
Orders
6-8
Version 6.1
Warranties
Service Administration Screen
Figure 6-1.
Warranties View
Version 6.1
6-9
Warranties
Service Administration Screen
Table 6-2.
Field Name Type Sub-Type Description
Duration (Days) Start Date Type Expenses Labor Parts Transportation Claim Process Recovery Type Provider
6-10
Version 6.1
Warranties
Service Administration Screen
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.
Version 6.1
6-11
Warranties
Service Administration Screen
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.
6-12
Version 6.1
Warranties
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.
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.
Version 6.1
6-13
Warranties
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.
6-14
Version 6.1
Warranties
Orders Screen
Table 6-6.
Field Expected Received
Recovered Amount Estimated Value Expected Recovery Date Recovered Date Status
Version 6.1
6-15
Warranties
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).
6-16
Version 6.1
Warranties
Service Requests Screen
Setting Up Warranties
Follow these procedures to set up warranties.
Version 6.1
6-17
Warranties
Setting Up Warranties
6-18
Version 6.1
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
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
Version 6.1
7-1
Service Inventory
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
7-2
Version 6.1
Service Inventory
About This Chapter
Version 6.1
7-3
Service Inventory
About This Chapter
Service organizations use the Service Inventory module to manage parts throughout their life cycles, and to monitor parts consumption during order fulfillment and field engineer activities (Figure 7-1). 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
Picking/ Shipping
test return
outsource
In-Transit
Receive
Customer
Field Engineer 1
Field Engineer 2
Recycle Intransit
replace
Figure 7-1.
7-4
Version 6.1
Service Inventory
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.
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.
Version 6.1
7-5
Service Inventory
Concepts and Terms
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)
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.
7-6
Version 6.1
Service Inventory
Application Overview
Application Overview
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.
Tracking Inventory
Follow these procedures to check inventory.
Version 6.1
7-7
Service Inventory
Application Overview
7-8
Version 6.1
Service Inventory
Application Overview
6 Add the serial number in the Assets list applet. 7 In the Inventory Transaction form applet, check Commit to update.
Version 6.1
7-9
Service Inventory
Application Overview
7-10
Version 6.1
Service Inventory
Screens and Views for Service Inventory
(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.
Inventory Locations
Product Buckets
Version 6.1
7-11
Service Inventory
Screens and Views for Service Inventory
Table 7-1.
Screen
(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.
Authorized Vendors
Relationships
Roles
Part Browser
Part Browser
7-12
Version 6.1
Service Inventory
Screens and Views for Service Inventory
Table 7-1.
Screen
(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.
Inventory Transactions
Assets
Activities
Version 6.1
7-13
Service Inventory
Service Administration Screen
Figure 7-2.
7-14
Version 6.1
Service Inventory
Service Administration Screen
Table 7-2.
Field/Button Commit Commit All Activity
Activity Assigned To Activity Status Activity Type Movement Date Product Name Status Used Quantity Commit Flag Asset Number Serial Number Write-In Asset
Version 6.1
7-15
Service Inventory
Service Administration Screen
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.
7-16
Version 6.1
Service Inventory
Service Administration Screen
Figure 7-3.
Version 6.1
7-17
Service Inventory
Service Administration Screen
Table 7-3.
Field
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.
7-18
Version 6.1
Service Inventory
Service Administration Screen
Figure 7-4.
Version 6.1
7-19
Service Inventory
Service Administration Screen
Table 7-4.
Field Name
Adjustment Allocate De-Allocate Exchange between FSE Receive Internal Receive Other Ship Internal Ship Other Over-the-Counter Stock Transfer Receive from TP Ship to TP
7-20
Version 6.1
Service Inventory
Service Administration Screen
Figure 7-5.
Version 6.1
7-21
Service Inventory
Service Administration Screen
Table 7-5.
Field Availability
Status
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.
7-22
Version 6.1
Service Inventory
Marketing Administration Screen
Figure 7-6.
Version 6.1
7-23
Service Inventory
Marketing Administration Screen
Table 7-6.
Field Product
Table 7-7.
Field Version
(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.
Auto Substitute
7-24
Version 6.1
Service Inventory
Marketing Administration Screen
Table 7-7.
Field
(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.
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.
Version 6.1
7-25
Service Inventory
Marketing Administration Screen
Table 7-8.
Field
Inventory Type
Auto Substitute
Table 7-9.
Field
Product Name
7-26
Version 6.1
Service Inventory
Service Inventory Screen
Version 6.1
7-27
Service Inventory
Service Inventory Screen
Figure 7-7.
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.
7-28
Version 6.1
Service Inventory
Service Inventory Screen
Table 7-10.
Field Name Type
(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
Description Cost List Billing Address Shipping Address Receiving Address Count Based On Counting Frequency (days)
Version 6.1
7-29
Service Inventory
Service Inventory Screen
Table 7-10.
Field
(Sheet 2 of 2)
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.
Organization
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
7-30
Version 6.1
Service Inventory
Service Inventory Screen
Figure 7-8.
Version 6.1
7-31
Service Inventory
Service Inventory Screen
Table 7-11.
Field Product Min Max Safety ABC Class
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
7-32
Version 6.1
Service Inventory
Service Inventory Screen
Table 7-12.
Field Availability Status Quantity
Location Order
Table 7-13.
Field
Asset Number
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.
Version 6.1
7-33
Service Inventory
Service Inventory Screen
7-34
Version 6.1
Service Inventory
Service Inventory Screen
The replenishment process describes either a source inventory location to replenish the selected location or a target location to be replenished from the selected location. Specific relationships between locations are defined in Service Inventories Relationships (see Relationships View on page 7-39).
Figure 7-9.
Version 6.1
7-35
Service Inventory
Service Inventory Screen
Table 7-14.
Field/Button
Source Location
Table 7-15.
Field/Button
Target Location
Table 7-16.
Field/Button
7-36
Version 6.1
Service Inventory
Service Inventory Screen
Figure 7-10. Pending Replenishment Orders List Applet in the Pending Replenishment Orders View Table 7-17.
Field Order Type Status From Vendor
(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.
Version 6.1
7-37
Service Inventory
Service Inventory Screen
Table 7-17.
Field
(Sheet 2 of 2)
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.
Figure 7-11. Authorized Vendors List Applet in the Authorized Vendors View Table 7-18.
Field Account Site Type
7-38
Version 6.1
Service Inventory
Service Inventory Screen
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
Version 6.1
7-39
Service Inventory
Service Inventory Screen
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.
7-40
Version 6.1
Service Inventory
Part Browser Screen
Version 6.1
7-41
Service Inventory
Part Browser Screen
Table 7-21.
Field Product Location Type
Table 7-22.
Field Availability Status Quantity
Table 7-23.
Field Product Availability Status Quantity
7-42
Version 6.1
Service Inventory
Inventory Transactions Screen
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.
Version 6.1
7-43
Service Inventory
Inventory Transactions Screen
7-44
Version 6.1
Service Inventory
Inventory Transactions Screen
Table 7-24.
Field
(Sheet 1 of 2)
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:
s s s s s s s s s s s s
Adjustment Allocate De-Allocate Exchange between FSE Receive Internal Receive Other Ship Internal Ship Other Over-the-Counter Stock Transfer Receive from TP (third party) Ship to TP
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).
Version 6.1
7-45
Service Inventory
Inventory Transactions Screen
Table 7-24.
Field
(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.
7-46
Version 6.1
Service Inventory
Inventory Transactions Screen
Assets View
The Assets view shows the asset and serial numbers if the product associated with the selected transaction is serialized. 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
Version 6.1
7-47
Service Inventory
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.
7-48
Version 6.1
Service Inventory
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
Version 6.1
7-49
Service Inventory
Activities Screen
Table 7-26.
Field/Button Commit Commit All
Movement Date Product Name Status Used Quantity Asset Number Serial Number Commit Write-In Asset
7-50
Version 6.1
Service Inventory
Service Inventory Reports
Version 6.1
7-51
Service Inventory
Setup and Configuration
US Inventory (virtual)
Dallas (warehouse)
Boston
Aisle C
Shelf 1
Shelf 2
Bin A
Bin B
Returns
7-52
Version 6.1
Service Inventory
Setup and Configuration
Figure 7-19 shows the sequence of tasks for setting up a service inventory.
Inventory Relationships
Inventory Transactions
Product Buckets
Cycle Counting
Version 6.1
7-53
Service Inventory
Setup and Configuration
7-54
Version 6.1
Service Inventory
Setup and Configuration
Setting Up an Inventory
Follow these procedures to set up an inventory.
Version 6.1
7-55
Service Inventory
Setup and Configuration
7-56
Version 6.1
Service Inventory
Setup and Configuration
Location order for inventory locations takes precedence over that for product buckets.
Version 6.1
7-57
Service Inventory
Setup and Configuration
7-58
Version 6.1
Service Inventory
Setup and Configuration
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.
Version 6.1
7-59
Service Inventory
Setup and Configuration
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),
Service Inventory
Setup and Configuration
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.
Version 6.1
7-61
Service Inventory
Setup and Configuration
Inventory Types
Different types of inventory locations can be defined in Siebel Field Service (see Inventory Types on page 7-62). 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
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.
7-62
Version 6.1
Service Inventory
Setup and Configuration
Product Serialization
Use the Product Field Service Details view in the Marketing Administration screen (see Product Field Service Details View on page 7-23) to serialize products. 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.
Version 6.1
7-63
Service Inventory
Setup and Configuration
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
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).
7-64
Version 6.1
Service Inventory
Setup and Configuration
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.
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.
Version 6.1
7-65
Service Inventory
Setup and Configuration
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.
Inventory Transactions
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
7-66
Version 6.1
Service Inventory
Setup and Configuration
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.
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.
Version 6.1
7-67
Service Inventory
Setup and Configuration
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.
7-68
Version 6.1
Service Inventory
Setup and Configuration
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.
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.
Version 6.1
7-69
Service Inventory
Setup and Configuration
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.
(Sheet 1 of 2)
Destination
De-allocate
Reserved
No
On Order
No
7-70
Version 6.1
Service Inventory
Setup and Configuration
Table 7-29.
(Sheet 2 of 2)
Destination
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
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
Yes
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
On Hand
Yes
1. The assets rows are included in the transaction validation if the product is serialized.
Version 6.1
7-71
Service Inventory
Setup and Configuration
Virtual Virtual
Yes No
7-72
Version 6.1
Service Inventory
Setup and Configuration
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.
Version 6.1
7-73
Service Inventory
Setup and Configuration
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
Table S_ACTPART_MVMT
Tables Involved
s s s s
s s s s
s s s
7-74
Version 6.1
Service Inventory
Setup and Configuration
Version 6.1
7-75
Service Inventory
Setup and Configuration
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.
7-76
Version 6.1
Service Inventory
Setup and Configuration
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.
Version 6.1
7-77
Service Inventory
Setup and Configuration
7-78
Version 6.1
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
Version 6.1
8-1
Orders
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
8-2
Version 6.1
Orders
About This Chapter
Type of Order Sales Order Service Order Purchase Order Internal Order RMA Return RMA Repair Return RMA Advance Exchange Repair Order
Version 6.1
8-3
Orders
About This Chapter
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.
8-4
Version 6.1
Orders
Application Overview
Application Overview
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.
Version 6.1
8-5
Orders
Application Overview
Figure 8-1 illustrates a business flow for an RMA and RMA advance exchange.
Figure 8-1.
8-6
Version 6.1
Orders
Application Overview
Customer
Support Center
Warehouse Clerk
Internal Repair
Third-Party Repair
Call
Service Request
RMA
Receive
Repair? No Yes
Outsource?
Yes
Repair
No
Repair
Figure 8-2.
Version 6.1
8-7
Orders
Application Overview
Customer
Support Center
Logistics Manager
Warehouse Clerk
Third-Party Supplier
Call
Service Request
Service Order
Allocate
Outsource?
Yes
Receive Order
No
Figure 8-3.
8-8
Version 6.1
Orders
Application Overview
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
Internal Repair
Generate Repair Activities through Repair Plan
External Repair
Generate Repair Order or Attach to Existing RO
Complete Repair
8-9
Orders
Application Overview
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
Allocate Parts
Receive
Figure 8-5.
8-10
Version 6.1
Orders
Application Overview
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.
Version 6.1
8-11
Orders
Application Overview
Figure 8-6 illustrates the flow of a typical service order in Siebel Field Service.
Automatic processes
Fulfillment Engine
No
Manual fulfillment?
Yes
Part Locator
Pick ticket
No
Shipping information
Figure 8-6.
Order Processing
8-12
Version 6.1
Orders
Application Overview
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).
Version 6.1
8-13
Orders
Application Overview
4 Add a record for each product required for this service order. 5 Supply the product name and other information as needed.
NOTE: If the Logistics Manager is installed, these steps can be automated (see
8-14
Version 6.1
Orders
Application Overview
Version 6.1
8-15
Orders
Application Overview
8-16
Version 6.1
Orders
Application Overview
7 Specify Source Inv Loc, Availability, and Status. 8 Generate a shipment number by clicking Generate Pick Tickets.
Ticket button.
Version 6.1
8-17
Orders
Application Overview
To view shipping and billing instructions and payment terms for an order
1 Choose Orders All RMAs/Service Orders (see All RMAs/Service Orders View on page 8-24). 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.
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.
8-18
Version 6.1
Orders
Application Overview
Allocate All. Allocates available parts automatically, starting with the first
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.
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.
Version 6.1
8-19
Orders
Screens and Views for Orders
(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
8-20
Version 6.1
Orders
Screens and Views for Orders
Table 8-2.
Screen Orders
(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
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
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
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
View repairs (defective tags) associated with a line item in an RMA or service order.
Version 6.1
8-21
Orders
Application Administration Screen
Figure 8-7.
Order Action Types List Applet in the Order Action Types View
8-22
Version 6.1
Orders
Application Administration Screen
Table 8-3.
Field
Table 8-5.
Field
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.
Version 6.1
8-23
Orders
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.
8-24
Version 6.1
Orders
Orders Screen
NOTE: The All RMAs/Service Orders across Organizations view displays the orders
Table 8-6.
Field/Button Fulfill Fulfill All
(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
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
Version 6.1
8-25
Orders
Orders Screen
Table 8-6.
Field/Button
(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.
8-26
Version 6.1
Orders
Orders Screen
button.
Table 8-7.
Button
Figure 8-9.
Version 6.1
8-27
Orders
Orders Screen
Table 8-8.
Field/Button Fulfill
(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.
8-28
Version 6.1
Orders
Orders Screen
Table 8-8.
Field/Button Service
(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.
Version 6.1
8-29
Orders
Orders Screen
Table 8-8.
Field/Button
(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
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.
8-30
Version 6.1
Orders
Orders Screen
Version 6.1
8-31
Orders
Orders Screen
Table 8-9.
Field/Button De-Allocate Date Action Type
Product Name Quantity Source Inv Loc Src. Availability Source Status Destination Inv Loc Dest. Availability Dest. Status
8-32
Version 6.1
Orders
Orders Screen
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
Table 8-10.
Button Locate
Locate All
Version 6.1
8-33
Orders
Orders Screen
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.
Table 8-12.
Field/Button Product
NOTE: Substitutions are unidirectional. Product A may substitute for product B, but
8-34
Version 6.1
Orders
Orders Screen
Figure 8-12. Line Item Warranties List Applet in the Line Item Warranties View Table 8-13.
Field Name Type
(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.
Version 6.1
8-35
Orders
Orders Screen
Table 8-13.
Field
(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.
8-36
Version 6.1
Orders
Orders Screen
Repairs View
The Repairs view (RMAs/Service Order Repairs, Figure 8-13) shows repairs (defective tags) associated with a line item in an RMA or service order. 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
Version 6.1
8-37
Orders
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.
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.
Two charts:
s s
The number of sales orders of a specific priority. The number of sales orders of a specific status.
8-38
Version 6.1
Orders
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.
Version 6.1
8-39
Orders
Setup and Configuration
Setting Up Orders
Follow these procedures to define order types.
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.
8-40
Version 6.1
Orders
Setup and Configuration
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 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.
Version 6.1
8-41
Orders
Setup and Configuration
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.
Orders
Setup and Configuration
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.
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
Version 6.1
8-43
Orders
Setup and Configuration
Option II
s s s s
RMAs and service orders are created within Siebel Field Service. Orders are transferred to a back office system for fulfillment and receipt. 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.
8-44
Version 6.1
Orders
Setup and Configuration
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.
Version 6.1
8-45
Orders
Setup and Configuration
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).
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.
8-46
Version 6.1
Orders
Setup and Configuration
Figure 8-14 describes what the Fulfillment engine does after a user selects the orders to fulfill and starts the engine.
Order to fulfill
No
Set source = default source for the line item or for the customer site
Allocate the lesser of the quantity available for this product and the order quantity pending (ordered <minus sign> allocated)
Yes
No
Review possible substitutes for the current product and allocate as appropriate (if option selected)
Yes
No
No
Yes
Version 6.1
8-47
Orders
Setup and Configuration
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.
8-48
Version 6.1
Orders
Setup and Configuration
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.
Version 6.1
8-49
Orders
Setup and Configuration
Table 8-17.
Parameter
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
application.
8-50
Version 6.1
Orders
Setup and Configuration
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
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
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.
Version 6.1
8-51
Orders
Setup and Configuration
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.
8-52
Version 6.1
Orders
Setup and Configuration
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
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
Version 6.1
8-53
Orders
Setup and Configuration
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.
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 s s s s s s
s s s s s s s
8-54
Version 6.1
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 Cycle Counting Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-30
Version 6.1
9-1
Logistics Management
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
9-2
Version 6.1
Logistics Management
About This Chapter
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
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.
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.
Siebel Field Service Guide
Version 6.1
9-3
Logistics Management
Application Overview
Application Overview
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
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,
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.
9-4
Version 6.1
Logistics Management
Application Overview
Cycle Counting
Cycle counting is a method of taking inventory by grouping products into classes and counting the products in each class at designated intervals over a period of time. 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.
Version 6.1
9-5
Logistics Management
Application Overview
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
No
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.
Yes
Figure 9-1.
9-6
Version 6.1
Logistics Management
Application Overview
Replenishing Inventory
Follow these procedures to replenish inventory.
Version 6.1
9-7
Logistics Management
Application Overview
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.
9-8
Version 6.1
Logistics Management
Application Overview
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.
Version 6.1
9-9
Logistics Management
Using a Barcode Interface
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.
9-10
Version 6.1
Logistics Management
Using a Barcode Interface
Figure 9-2.
Barcode Toolbar
Version 6.1
9-11
Logistics Management
Using a Barcode Interface
Table 9-1.
Button New
Update
Alt+]
Search
Alt+\
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.
9-12
Version 6.1
Logistics Management
Using a Barcode Interface
The Use list (Table 9-2) contains Process Modes (see Barcode Mapping View on page 9-20) that define the type of information coming from the next barcode. 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.
Version 6.1
9-13
Logistics Management
Using a Barcode Interface
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.
9-14
Version 6.1
Logistics Management
Using a Barcode Interface
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
Version 6.1
9-15
Logistics Management
Using a Barcode Interface
9-16
Version 6.1
Logistics Management
Using a Barcode Interface
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.
Version 6.1
9-17
Logistics Management
Screens and Views for Logistics Management
(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
Marketing Administration
Cycle Counting
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
9-18
Version 6.1
Logistics Management
Screens and Views for Logistics Management
Table 9-5.
Screen
(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
Service Inventory
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
View pending orders to replenish a location. See: To check on pending replenishment orders on page 9-7
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
Version 6.1
9-19
Logistics Management
Service Administration Screen
Figure 9-3.
9-20
Version 6.1
Logistics Management
Service Administration Screen
Table 9-6.
Field View Name
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
Version 6.1
9-21
Logistics Management
Marketing Administration Screen
9-22
Version 6.1
Logistics Management
Cycle Counting Screen
Figure 9-4.
Version 6.1
9-23
Logistics Management
Cycle Counting Screen
Table 9-7.
Field Status
9-24
Version 6.1
Logistics Management
Cycle Counting Screen
Figure 9-5.
Version 6.1
9-25
Logistics Management
Cycle Counting Screen
Table 9-8.
Field/Button
Status
Count
Table 9-9.
Field
9-26
Version 6.1
Logistics Management
Cycle Counting Screen
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
Version 6.1
9-27
Logistics Management
Cycle Counting Screen
Table 9-10.
Field/Button Adjust
Status
9-28
Version 6.1
Logistics Management
Cycle Counting Screen
Table 9-11.
Field
Table 9-12.
Field
Table 9-13.
Field Transaction
(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
Version 6.1
9-29
Logistics Management
Cycle Counting Report
Table 9-13.
Field
(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
The same as Source Availability. The same as Source Status. A check box indicating that the selected transaction was committed.
9-30
Version 6.1
Logistics Management
Service Inventory Screen
Figure 9-7.
Version 6.1
9-31
Logistics Management
Service Inventory Screen
Table 9-15.
Button
Generate Period
Table 9-16.
Field ABC Class XYZ Class Started Ended Status
Table 9-17.
Field Status
9-32
Version 6.1
Logistics Management
Service Inventory Screen
Figure 9-8.
Version 6.1
9-33
Logistics Management
Service Inventory Screen
Table 9-18.
Field/Button
Source Location
Table 9-19.
Field/Button
Target Location
Table 9-20.
Field/Button
9-34
Version 6.1
Logistics Management
Service Inventory Screen
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.
Version 6.1
9-35
Logistics Management
Setup and Configuration for Barcode Reading
9-36
Version 6.1
Logistics Management
Setup and Configuration for Barcode Reading
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.
Version 6.1
9-37
Logistics Management
Setup and Configuration for Barcode Reading
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
NOTE: Other fields are filled in as appropriate; for example, the current date and time
or a status.
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.
9-38
Version 6.1
Logistics Management
Setup and Configuration for Cycle Counting
Version 6.1
9-39
Logistics Management
Setup and Configuration for Cycle Counting
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.
9-40
Version 6.1
Logistics Management
Setup and Configuration for Cycle Counting
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.
location; for example, if Counting Frequency is 7 days, inventory is counted on one day every seven days.
Version 6.1
9-41
Logistics Management
Setup and Configuration for Cycle Counting
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).
Inventory type; for example, Warehouse, Aisle, Shelf, or Bin Frequency Inventory location
9-42
Version 6.1
Logistics Management
Setup and Configuration for Cycle Counting
Table 9-23.
(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.
Inventory type; for example, Warehouse, Aisle, Shelf, or Bin Product classification: A/X, B/Y, or C/Z Product
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.
Version 6.1
9-43
Logistics Management
Setup and Configuration for Cycle Counting
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.
NOTE: To register changes to System preferences, restart the Field Service server.
Table 9-24.
Parameter
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.
9-44
Version 6.1
Logistics Management
Setup and Configuration for Cycle Counting
ClientId
A row Id for retrieving params from the temp table Row Id of an Inventory location or Inventory type Start Date End Date SQL Where Clause Inventory Location or Inventory Type
RowID
Required. 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.
Version 6.1
9-45
Logistics Management
Setup and Configuration for Cycle Counting
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.
Cycle counting periods Cycle counting headers Part lists for each cycle counting header
Tables Involved
s s s s
s s s
s s s
9-46
Version 6.1
Logistics Management
Setup and Configuration for Cycle Counting
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
Version 6.1
9-47
Logistics Management
Setup and Configuration for Cycle Counting
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.
9-48
Version 6.1
Logistics Management
Setup and Configuration for the Replenishment Engine
Setting Up Replenishment
Follow these procedures to set up replenishment.
Version 6.1
9-49
Logistics Management
Setup and Configuration for the Replenishment Engine
9-50
Version 6.1
Logistics Management
Setup and Configuration for the Replenishment Engine
Configuration Parameter Minimum quantity of product to keep in stock Maximum quantity of product to keep in stock Relationships among inventory locations Vendor for the product Vendors for an inventory location
Version 6.1
9-51
Logistics Management
Setup and Configuration for the Replenishment Engine
SYS_PREF_CD. Name of the system preference. VAL. Value of the system preference.
Table 9-27.
Parameter
ValidOrderStatusForOnOrderQty
ValidOrderItemStatusForOnOrderQty
ValidOrderTypeForOnOrderQty
ReplenishOrderPriority
Medium
InvLocTypeForReplenishRelation
Warehouse
9-52
Version 6.1
Logistics Management
Setup and Configuration for the Replenishment Engine
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.
SQL
TEMP
ClientId
A row Id for retrieving parameters from the temp table I (Inventory Location) V (Vendor) Destination Inventory Id SQL Where Clause
Required when InvokeMode = TEMP. Defaults to I when InvokeMode = Id or SQL. Required when InvokeMode = Id. Required when InvokeMode = SQL.
Version 6.1
9-53
Logistics Management
Setup and Configuration for the Replenishment Engine
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.
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
9-54
Version 6.1
10
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
Version 6.1
10-1
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
10-2
Version 6.1
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.
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
Version 6.1
10-3
Application Overview
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.
10-4
Version 6.1
Siebel Field Service automatically performs the necessary inventory transactions and creates the necessary line item actions on shipped orders.
Pick Parts
Process Shipment
Version 6.1
10-5
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 Transactions
Siebel Field Service performs the necessary inventory transactions and creates the necessary line item actions on received orders.
10-6
Version 6.1
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.
Version 6.1
10-7
10-8
Version 6.1
10
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.
Version 6.1
10-9
10-10
Version 6.1
10
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
Version 6.1
10-11
Shipping Screen
All Pick Tickets View
10
10
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.
10-12
Version 6.1
Table 10-2.
Field Due Date Pick Ticket Status Carrier Ship Via Ship To
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.
Version 6.1
10-13
10
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.
10-14
Version 6.1
Table 10-3.
Button
Process Shipment
Table 10-4.
Field Ship
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.
Version 6.1
10-15
Table 10-5.
Field/Button New Quantity
NOTE: If the Shipped Line applet has a quantity less than the quantity in the
Table 10-6.
Field
Serial Number
Product
10-16
Version 6.1
10
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
Serial Number
NOTE: The Defective Tags list applet accepts multiple defective tag numbers.
Version 6.1
10-17
Waybill View
The Waybill view, Figure 10-6, associates waybills with pick tickets.
10
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.
10-18
Version 6.1
Table 10-8.
Field Shipment No Status Ship To Ship Via Carrier Incoterms Freight Info Weight
Number of Containers Freight Cost Insured Value Insurance Cost Ship To Shipped By Ship Date Waybill Number POD Received By Condition
Version 6.1
10-19
Consolidation View
10
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.
10-20
Version 6.1
Table 10-9.
Field/Button Consolidate
Table 10-10.
Field Product
Allocated Quantity
Version 6.1
10-21
Shipping Report
Shipping provides the Pick Ticket Details report. This report contains a page describing each pick ticket and its associated products.
10
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.
10-22
Version 6.1
Table 10-11.
Field Type Pick Ticket Order Shipment Status Due Date From To
Table 10-12.
Field Type Order Number Status Priority Account Site Last Name First Name
Version 6.1
10-23
10
Figure 10-9. Receipts List Applet in the Line Item Receipts View
10-24
Version 6.1
Table 10-13.
Field Product Quantity Type Order Number
Version 6.1
10-25
10
10-26
Version 6.1
Table 10-14.
Field
Version 6.1
10-27
10
NOTE: The Receive Internal Order form and the Line Items list applets are read-only.
10-28
Version 6.1
Table 10-15.
Field/Button
Generate Transactions
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
Table 10-16.
Field Product Quantity Status
Version 6.1
10-29
The Received Line Item applet assigns each incoming product to a bucket.
Table 10-17.
Field Quantity Availability Status Location
Table 10-18.
Field Serial Number Product
10-30
Version 6.1
10
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.
Version 6.1
10-31
Table 10-19.
Field
Generate Transactions
Account
Table 10-20.
Field Line Product Status Quantity
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
(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.
10-32
Version 6.1
Table 10-21.
Field Status Location Shipment Product
(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.
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.
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).
10
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.
10
Version 6.1
10-33
10
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.
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.
10-34
Version 6.1
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.
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
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
10
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.
10-36
Version 6.1
De-Allocate
1. The assets rows are included in the transaction validation if the product is serialized.
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.
Version 6.1
10-37
1. The assets rows are included in the transaction validation if the product is serialized.
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.
10-38
Version 6.1
Repairs
11
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
Version 6.1
11-1
Repairs
About This Chapter
11
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.
11-2
Version 6.1
Repairs
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
11
A repair center receives a defective hard drive and a defective monitor from a field engineer who removed both items from a customer site. The 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.
Version 6.1
11-3
Repairs
Concepts and Terms
11
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 record
Application Overview
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.
11
11-4
Version 6.1
Repairs
Application Overview
11
Receive RMA
Stock transfer
Over-the counter
External Repair
Internal Repair
Yes
Return or keep in inventory?
Return to Customer
No
Version 6.1
11-5
Repairs
Application Overview
11
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.
11
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.
11-6
Version 6.1
Repairs
Application Overview
Repair Activities
If your business is going to repair an item, use one of these views in Siebel Field Service:
s
11
Repair Activity Plan view to execute activity plans that automatically generate activity records Repair Activities view to manually create or update activity records.
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
11
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.
11
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.
Version 6.1
11-7
Repairs
Application Overview
11
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.
11-8
Version 6.1
Repairs
Application Overview
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.
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.
Version 6.1
11-9
Repairs
Application Overview
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.
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.
11-10
Version 6.1
Repairs
Application Overview
Version 6.1
11-11
Repairs
Application Overview
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.
11-12
Version 6.1
Repairs
Application Overview
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.
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.
4 Choose Assets Repair History. 5 In the Repair History applet, review the defective tags for this item.
Version 6.1
11-13
Repairs
Screens and Views for Repairs
11
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
11-14
Version 6.1
Repairs
Repairs Screen
Repairs Screen
Repairs Views
11
11
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.
Version 6.1
11-15
Repairs
Repairs Screen
Table 11-2.
Field/Button
(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
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.
11-16
Version 6.1
Repairs
Repairs Screen
Table 11-2.
Field/Button Shipped Received Status Location Status Availability
(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.
Version 6.1
11-17
Repairs
Repairs Screen
11
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.
11-18
Version 6.1
Repairs
Repairs Screen
Table 11-3.
Field Start Date Start Time Template
Table 11-4.
Field/Button Refresh Activity Type Priority
(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
Status
Activity Type
The type of activity, chosen from a picklist; for example, Diagnosis, Research, or Upgrade.
Version 6.1
11-19
Repairs
Repairs Screen
Table 11-4.
Field/Button Assigned To Description Start Date Start Time
(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
11
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
(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
11-20
Version 6.1
Repairs
Repairs Screen
Table 11-5.
Field/Button Status
(Sheet 2 of 2)
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.
Version 6.1
11-21
Repairs
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.
11-22
Version 6.1
Repairs
Repair Reports
Table 11-6.
Field
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
11
Repair Reports
Description A summary of each repair. One page for each repair and its associated activities.
Version 6.1
11-23
Repairs
Setup and Configuration
11
11
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.
11-24
Version 6.1
Repairs
Setup and Configuration
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.
11
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.
11
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.
Version 6.1
11-25
Repairs
Setup and Configuration
Inventory Transactions for Repairs in an Internal Repair Center on page 10-35 Inventory Transactions for Repairs Sent to a Third-Party Vendor on page 10-36 Inventory Transactions for Repairs Received from a Third-Party Vendor on page 10-37
11-26
Version 6.1
Preventive Maintenance
12
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
Version 6.1
12-1
Preventive Maintenance
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
12-2
Version 6.1
Preventive Maintenance
About This Chapter
12
This chapter describes the Preventive Maintenance engine in Field Service and the automatic generation of service orders for maintenance.
Business Scenarios
s
12
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:
s
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.
s s
Version 6.1
12-3
Preventive Maintenance
Concepts and Terms
12
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
Application Overview
12
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.
12-4
Version 6.1
Preventive Maintenance
Application Overview
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.
Yes
No
Yes
No End
Version 6.1
12-5
Preventive Maintenance
Application Overview
12
12-6
Version 6.1
Preventive Maintenance
Screens and Views for Preventive Maintenance
12
Preventive Maintenance
Assets
History
Version 6.1
12-7
Preventive Maintenance
Service Administration Screen
12
12
12-8
Version 6.1
Preventive Maintenance
Service Administration Screen
activities.
Version 6.1
12-9
Preventive Maintenance
Service Administration Screen
Table 12-2.
Field Name Severity Priority Status Sub-Status Area Sub-Area
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.
12-10
Version 6.1
Preventive Maintenance
Service Administration Screen
12
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.
Version 6.1
12-11
Preventive Maintenance
Preventive Maintenance Screen
Table 12-3.
Field Name Type Description
Activity templates are set up in Siebel Assistant Administration Activity Templates. For details and procedures, see the Siebel Applications Administration Guide.
12
12-12
Version 6.1
Preventive Maintenance
Preventive Maintenance Screen
Plans View
12
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.
Version 6.1
12-13
Preventive Maintenance
Preventive Maintenance Screen
Table 12-4.
Field Name Active
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.
12
Figure 12-5.
12-14
Version 6.1
Preventive Maintenance
Preventive Maintenance Screen
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.
Version 6.1
12-15
Preventive Maintenance
Preventive Maintenance Screen
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.
12-16
Version 6.1
Preventive Maintenance
Preventive Maintenance Screen
Version 6.1
12-17
Preventive Maintenance
Preventive Maintenance Screen
Products View
12
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
12-18
Version 6.1
Preventive Maintenance
Preventive Maintenance Screen
Table 12-10.
Field Asset Number Serial Number Installed Version
NOTE: To cover only the specified asset, make sure that All Assets is not checked in
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.
12
Figure 12-7. SR Templates and Activity Templates Applets in the Actions View
Version 6.1
12-19
Preventive Maintenance
Preventive Maintenance Screen
Table 12-11.
Field Name
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
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.
12
12-20
Version 6.1
Preventive Maintenance
Preventive Maintenance Screen
Table 12-13.
Field Scheduled Completed Trigger Type Asset Num Asset Name Created
Version 6.1
12-21
Preventive Maintenance
Assets Screen
Assets Screen
The Preventive Maintenance views on the Assets screen associate PM plans with specific assets and run these plans interactively.
12
History View
The Assets applet in the Repair History view allows users to run the Preventive Maintenance engine interactively for selected assets. When run this way, the 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
12
NOTE: Use a query to limit the assets appearing in the Assets list applet.
12-22
Version 6.1
Preventive Maintenance
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.
Version 6.1
12-23
Preventive Maintenance
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).
12
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).
12-24
Version 6.1
Preventive Maintenance
Agreements Screen
Agreements Screen
12
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).
12
12
Version 6.1
12-25
Preventive Maintenance
Setup and Configuration
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.
12-26
Version 6.1
Preventive Maintenance
Setup and Configuration
Version 6.1
12-27
Preventive Maintenance
Setup and Configuration
12
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.
12
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:
s
The first query obtains the product Ids (ROW_IDs) of all products that have a primary product line which has been associated with the plan and where that relationship has been specified as applying to All Products (stored in ALL_ASSETS_FLG).
NOTE: Currently, product lines are attached to plans through a dialog box on the
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.
12-28
Version 6.1
Preventive Maintenance
Setup and Configuration
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
12
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).
Version 6.1
12-29
Preventive Maintenance
Setup and Configuration
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).
12-30
Version 6.1
Preventive Maintenance
Setup and Configuration
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.
Version 6.1
12-31
Preventive Maintenance
Setup and Configuration
12
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.
12-32
Version 6.1
Preventive Maintenance
Setup and Configuration
12
FSPrevMnt
Act Owner ID
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.
SubMode
Version 6.1
12-33
Preventive Maintenance
Setup and Configuration
Table 12-17.
(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.
AssetId
Row Id of an asset
PlanId
Row Id of a PM Plan
AgreementId
Row Id of an agreement
AssetSQL
PlanSQL
AgreementSQL
12-34
Version 6.1
Preventive Maintenance
Setup and Configuration
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.
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.
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.
Version 6.1
12-35
Preventive Maintenance
Setup and Configuration
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
12-36
Version 6.1
Preventive Maintenance
Setup and Configuration
s s s
S_PM_PLNITM (Preventive Maintenance Plans) S_PM_PLNITM_TRG (PM Plan Triggers) S_PMITM_SRTMPL (Connection between PM Plans and Service Request Templates) S_PMITM_TMPL_PI (Connection between PM Plans and Activity Templates) S_PROD_INT (Products) S_SR_PLANITEM (Connection between Service Request Templates and Activity Templates) S_SRV_REQ (Service Requests) S_SYMPTOM (Service Request Symptoms) S_TMPL_PLANITEM (Activity Templates)
s s s
s s s
Version 6.1
12-37
Preventive Maintenance
Setup and Configuration
12-38
Version 6.1
Invoices
13
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
Version 6.1
13-1
Invoices
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
13-2
Version 6.1
Invoices
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.
Version 6.1
13-3
Invoices
Concepts and Terms
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.
Application Overview
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.
13-4
Version 6.1
Invoices
Application Overview
Once a new invoice is created, the Customer Invoice report produces a printable invoice.
Service Request
Orders
Activities
Line Items
Expense Tracker
Time Tracker
Service
Invoice
Version 6.1
13-5
Invoices
Application Overview
13
3 Choose an account from the dialog box. 4 Enter an initial amount for the invoice. This can be $0.00.
13-6
Version 6.1
Invoices
Application Overview
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.
Version 6.1
13-7
Invoices
Application Overview
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.
13-8
Version 6.1
Invoices
Screens and Views for Invoices
13
Billings
Activities
Invoices
Version 6.1
13-9
Invoices
Pricing Administration Screen
13
13
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.
13
13-10
Version 6.1
Invoices
Billings Screen
13
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.
Version 6.1
13-11
Invoices
Billings Screen
Table 13-2.
Field/Button Refresh Total
(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
Status
Canceled Closed Consolidated In-Process New On-Hold Open, the default for a new invoice
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
13-12
Version 6.1
Invoices
Billings Screen
Table 13-2.
Field/Button
(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.
Version 6.1
13-13
Invoices
Billings Screen
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
Figure 13-3. Line Items List Applet in the Line Items View
13-14
Version 6.1
Invoices
Billings Screen
Table 13-3.
Field/Button Renumber Line Description
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.
Version 6.1
13-15
Invoices
Billings Screen
13
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
Figure 13-4. Line Items and Line Item Details List Applets in the Line Item Detail View
13-16
Version 6.1
Invoices
Billings Screen
Table 13-4.
Field/Button Renumber Line Amount
Part Movement Id Order Line Item Id Activity Expense Item Id Activity Time Item Id Product Name Part Number Asset Number Serial Number Qty
Version 6.1
13-17
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 #
(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.
13-18
Version 6.1
Invoices
Billings Screen
Table 13-5.
Field Action Type
(Sheet 2 of 2)
Method
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.
Version 6.1
13-19
Invoices
Activities Screen
Activities Screen
The Activities screen has five views that are related to invoices.
13
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
Rate Type
Qty
13-20
Version 6.1
Invoices
Activities Screen
13
The Field Part Movements view and applet record the transfers of products and assets in the field between a customer installation and a trunk inventory and between trunk inventories. 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
Activities Time Tracker. Records in the Time Tracker list applet (see Time
Activities Field Part Movements. Records in the Field Part Movements list applet
Version 6.1
13-21
Invoices
Activities Screen
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
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
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
Service Requests Screen
13
The Siebel Invoice engine automatically creates invoices based on the information provided for a service request or activity. The user activates this engine by clicking the Auto Invoice button on the Invoices view of either the Service Requests (Figure 13-8) or Activities screen (Figure 13-9 on page 13-26 and Invoices View on page 13-21). Table 13-8 on page 13-25 describes the button in this view.
13-24
Version 6.1
Invoices
Service Requests Screen
Table 13-8.
Field Auto Invoice
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 Screen
Service Requests Activities. Activity records in the Activities list applet (see
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.
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
Setup and Configuration
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
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
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
13-28
Version 6.1
Invoices
Setup and Configuration
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
Setup and Configuration
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
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
14
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.
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
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.
Version 6.1
14-3
Table 14-1.
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,
14-4
Version 6.1
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.
Version 6.1
14-5
Table 14-2.
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,
14-6
Version 6.1
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.
Version 6.1
14-7
Table 14-3.
Average Minutes per Activity Average Hours per Activity Average Days per Activity
By
X axis:
s s s s s
By
Stacking options:
s s s s s s
None Field Engineer Activity Category Activity Type Product Line Territory
NOTE: It is possible to select the same value for both By display variables. However,
14-8
Version 6.1
14
Version 6.1
14-9
Table 14-4.
Average Minutes per Activity Average Hours per Activity Average Days per Activity
By
X axis:
s s s s
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,
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