If a Service Request requires that a part be replaced you must create a service order. Make sure the information that is selected is correct and the data entered is spelled correctly.
To start an order, you will create an Order record in Siebel. There are four major parts to an order that must be completed before the order is routed to the appropriate Order Entry Representative.
Order Header
Line Item Information
Term Information
Payment Information (Credit Card information should be captured here for security for replacement orders and FOC Chargeable orders.)
Locate and select the Service Request for which you want to create an order.
Click on the Order view tab.
Click on the button.
Note: The following fields automatically default:
Status – Defaults with Open.
Routing Priority – Defaults with Medium.
Order Date – Defaults with current date.
Account – Defaults with account from the associated Service Request.
Last Name, First Name – Defaults based on the associated contact from Service Request.
Perform any of the following:
|
If |
Then |
|
Replacement part is like for like |
Select RPL Parts from the Type drop-down list. |
|
Replacement part is not like for like |
Select RPL Parts Like / Not Like part from the Type drop-down list. |
|
Free of Charge |
Select Free of Charge part from the Type drop-down list. |
|
FOC Chargeable |
Select FOC Chargeable part from the Type drop-down list. |
|
Replacement is a complete system. |
Select RPL System from the Type drop-down list. |
Click on the Order # hyperlink.
Note: The Service Order view will appear.
Note: If you need to send a new part, remove the check from the Used check box.
Enter reason for parts failure in the Parts Failure Text field located on the Service Order screen.
Select the reason code from the Reason code drop-down list located on the Service Order screen.
Enter any special notes to customer in the Notes to Customer field located on the Service Order screen.
Note: Notes to Customer will print on the customer’s pack slip.
Select the Line Items view tab.
Note: For additional information on completing the order header, see Completing the Order Header.
Note: Do not complete these steps for FOC Order type. For FOC Orders click on the button and go to Step 20.
Click on the button.
Select Receive from the Line Item Code Field drop-down list.
The Warrantied Asset will default from the Service Request.
Note: You may now select from the sub-components associated with the Warrantied Asset. Examples include: system, monitor, and printer.
Note: The following fields automatically default:
Asset # - This will default with the serial number of the asset associated with the Service Request.
Item # - Technical Description, Marketing Description fields – This will default based on the asset information associated with the Service Request.
Select 1 from the Quantity calculator item.
Select the part to be sent from the Commodity Code drop-down list.
Select the problem with the part from the Diagnostic code drop-down list.
Select the functional code from the Functional code drop-down list.
Select the cosmetic code from the Cosmetic code drop-down list.
Ensure the Receive line item is highlighted and press CTL-B to copy the record.
Note: A new line item will appear.
Note: The Asset #, Technical Description, Qty fields will default based on information selected in the receive line item.
For the part being sent to the customer, select Send from the Line Item Code pick list.
Enter the correct part number in the Item # field or click on the Select button.
Note: For additional information on completing the line items, see Entering the Line Items.
Click on the Line Detail view tab.
Select the operating system from the OS drop-down list.
Select the software from the Software drop-down list.
Note: For additional information on completing the line detail, see Entering the Line Detail.
Select the Terms tab
Select the appropriate payment method from the Payment Method drop-down list.
Verify the Ship Via and Ship Carrier fields.
Note: This defaults to best rate and best rate true ground.
Verify the Bill to Account, Contact First Name and Contact Last Name (located under Bill to Account), Ship To Account, Contact First name and Contact Last Name (located under Ship To Account) fields.
Note: If the Customer Requires a purchase order number on the shipping label enter it in the Ship To Attention To field.
Note: If Ship to address requires change perform steps 28-36.
Note: If Bill to address requires change perform steps 29-36.
Enter the name of the contact that will be receiving the shipment in the Ship To Attention To field.
Click on the Select button in the Address field.
Caution: Account address information MUST be entered using the Select button to activate the Address Validation system.
Note: The Ship to multi-value dialog will appear.
Click on the button.
Caution: You must use the TAB key in this form to initiate proper address validation.
Enter the address of the account in the ADDRESS LINE 1 field.
Using TAB, enter additional primary address information (e.g. Mail drop or suite) in the Address Line 2 field if necessary.
Tab to the City field and enter the city name.
Tab to the Zip field and enter the correct zip code.
Note: The street address must be a proper address for Address Validation to work properly: This triggers the address validation system, which displays a dialog box that you use to confirm the accuracy of the validated address.
Click on the button.
Caution: Siebel saves the address information immediately. Adjustments must be made in the next applet: Pick address applet.
Click on the button to save the address.
Note: The Accounts Address pick-list window will appear.
Caution: You will need to validate the address and make any changes from this window. After completing any changes, click on the button. Address validation will be initiated if changes are made. Click on the button to return to the Terms view.
Note: For more information on entering term information, see Entering Terms.
Caution: The following steps are for the Payment tab. Credit Card information should be captured here for security for replacement orders and FOC Chargeable orders.
Select the Payment tab.
Enter the card holder name in the Card Holder Name field.
Enter the card number in the Card Number field.
Select the credit card type from the Card Type drop-down list.
Enter the expiration month in the Expiration month field.
Enter the expiration year in the Expiration year field.
Note: Enter the credit card billing address if it is different from account Billing Address located on the Terms view.
Verify the order information with the customer. This includes the customer’s name, order number, the estimated arrival date of the part, the part number to be returned, and any return instructions and expectations.
Note: For more information on completing the payment information, see Completing Payment Information.
When you have completed the order record, click on the button.