First any Project starts with Business Drivers.
Once the Business Drivers have been identified , then Business Objectives , then Business Processes , then Business Process Steps and finally they are broken down into Requirements.
First we have High-Level Requirements which are further broken down into Detailed Requirements
Business Drivers ---------> Business Objectives -----------> Business Processes --------------------------------> Business Process Steps -----------> Requirements
Saturday, June 18, 2011
Siebel Basic Access Control Mechanisms
We have 2 different ways of controlling Access in Siebel.
View Access :-
Responsibilities determine access to Views
Data
There are 2 types of Data.
1.Master Data and
2.Customer Data
Master Data :- Determined by Access Groups , Catalogs and Categories
Examples :- Accounts , Opportunities , Contacts and Campaigns
Customer Data :-
Personal Ownership
Determined by User Id
Examples :- Service Requests , Product Defects and Activities
Position
Determined by Position
Examples :- Accounts , Opportunities , Contacts & Campaigns
Organization
Determined by Organization
Examples :- Accounts , Opportunities , Contacts & Campaigns
View Access :-
Responsibilities determine access to Views
Data
There are 2 types of Data.
1.Master Data and
2.Customer Data
Master Data :- Determined by Access Groups , Catalogs and Categories
Examples :- Accounts , Opportunities , Contacts and Campaigns
Customer Data :-
Personal Ownership
Determined by User Id
Examples :- Service Requests , Product Defects and Activities
Position
Determined by Position
Examples :- Accounts , Opportunities , Contacts & Campaigns
Organization
Determined by Organization
Examples :- Accounts , Opportunities , Contacts & Campaigns
Tuesday, June 14, 2011
Siebel 8 Business Analyst Certification Exam Details
Exam Number:1Z0-219
Exam Price: € 154
Siebel 8 Business Analyst Exam Syllabus
Introducing Siebel Applications
[ ] Describe Siebel Customer Relationship Management (CRM) applications
[ ] Give examples of employee and partner Siebel CRM applications
Using the Siebel Web Client
[ ] Start and log in to a Siebel application
[ ] Navigate screens and views in the application
Working with Data in the Siebel User Interface
[ ] Create, modify, and delete records
[ ] Query for records
Common Siebel Business Entities
[ ] Identify common business entities (Accounts, Contacts, Activities, Opportunities, and Quotes)
[ ] Describe relationships between these entities
Using Siebel Business Entities
[ ] Give an example of how a company could use Siebel business entities to support a business process
Exploring Siebel Sales
[ ] Describe how Siebel Sales users manage opportunities
[ ] Describe how forecasts can be used
[ ] Describe advanced Siebel Sales features
Exploring Siebel Call Center
[ ] Use Siebel Call Center to assign and handle service requests
[ ] Describe advanced Siebel Call Center features
Other Siebel CRM Features
[ ] Use iHelp for assistance with complex procedures
[ ] Describe the Universal Inbox functionality
[ ] Run a Siebel Report
[ ] Use Audit Trail to examine changes to a record
[ ] Describe how to use Siebel Search to locate information
Administering Siebel Applications
[ ] Describe how administrative users manage Siebel data and functionality
[ ] Identify commonly used administrative screens
Exploring the Siebel Architecture
[ ] Identify the major architectural components and their roles
[ ] Describe how different Siebel client types access data
Securing Siebel Applications
[ ] Describe the major entities that support security within a Siebel application
[ ] Describe the types of authentication supported by Siebel CRM Applications
[ ] Controlling Access to Views
[ ] Describe the relationships among views, users, and responsibilities
[ ] Outline two strategies for assigning views to responsibilities
Controlling Access to Customer Data
[ ] Describe the Siebel mechanisms that determine access to customer data records
[ ] Describe the relationship between views and access control mechanisms
Creating the Company Structure
[ ] Create position, division, and organization hierarchies
[ ] Create employees and users
Understanding Object Definitions
[ ] Describe the major types of object definitions
[ ] Describe the relationships between them
[ ] Use About View
Using Siebel Tools to Examine Object Definitions
[ ] Explain the differences between an object type and an object definition
[ ] Use Siebel Tools to examine parent and child object definitions
[ ] Determine relationships between object definitions
The Siebel Data Model
[ ] Describe the role of tables, columns, keys, indexes, and data types
[ ] Describe how cardinality between tables is represented
[ ] Describe 1:1 and 1:M extension tables
Siebel Business Components
[ ] Describe business components (BCs)
[ ] Describe properties of BCs and BC fields
[ ] Map UI controls and list columns to BC fields
Siebel Business Objects
[ ] Define a business object
[ ] Describe how links are used to relate business components within a business object
Picklists and Multi-Value Groups
[ ] Identify different types of picklists
[ ] Define a multi-value group (MVG)
Customizing UI Elements
[ ] Specify UI elements as part of a solution
Siebel Workflow
[ ] Describe the different steps of a workflow process
[ ] Describe the behavior of workflow processes
[ ] Examine existing workflow processes
[ ] Contrast methods used to invoke workflow processe
Siebel Assignment Manager
[ ] Describe Siebel Assignment Manager
[ ] Identify the parts of an assignment rule
Siebel Assignment Manager
[ ] Describe Siebel Assignment Manager
[ ] Identify the parts of an assignment rule
Siebel Task UI
[ ] Describe Siebel Task UI
[ ] Invoke and complete a task
Preparing for a Global Deployment
[ ] Define terms related to a global deployment
[ ] Describe Siebel internationalized features
[ ] Discuss requirements and best practices for a global deployment
Integrating Siebel Applications
[ ] Explain the business need for integration
[ ] Describe Siebel integration solutions at the data, business, and UI layer
[ ] Define service-based integration
Exam Price: € 154
Siebel 8 Business Analyst Exam Syllabus
Introducing Siebel Applications
[ ] Describe Siebel Customer Relationship Management (CRM) applications
[ ] Give examples of employee and partner Siebel CRM applications
Using the Siebel Web Client
[ ] Start and log in to a Siebel application
[ ] Navigate screens and views in the application
Working with Data in the Siebel User Interface
[ ] Create, modify, and delete records
[ ] Query for records
Common Siebel Business Entities
[ ] Identify common business entities (Accounts, Contacts, Activities, Opportunities, and Quotes)
[ ] Describe relationships between these entities
Using Siebel Business Entities
[ ] Give an example of how a company could use Siebel business entities to support a business process
Exploring Siebel Sales
[ ] Describe how Siebel Sales users manage opportunities
[ ] Describe how forecasts can be used
[ ] Describe advanced Siebel Sales features
Exploring Siebel Call Center
[ ] Use Siebel Call Center to assign and handle service requests
[ ] Describe advanced Siebel Call Center features
Other Siebel CRM Features
[ ] Use iHelp for assistance with complex procedures
[ ] Describe the Universal Inbox functionality
[ ] Run a Siebel Report
[ ] Use Audit Trail to examine changes to a record
[ ] Describe how to use Siebel Search to locate information
Administering Siebel Applications
[ ] Describe how administrative users manage Siebel data and functionality
[ ] Identify commonly used administrative screens
Exploring the Siebel Architecture
[ ] Identify the major architectural components and their roles
[ ] Describe how different Siebel client types access data
Securing Siebel Applications
[ ] Describe the major entities that support security within a Siebel application
[ ] Describe the types of authentication supported by Siebel CRM Applications
[ ] Controlling Access to Views
[ ] Describe the relationships among views, users, and responsibilities
[ ] Outline two strategies for assigning views to responsibilities
Controlling Access to Customer Data
[ ] Describe the Siebel mechanisms that determine access to customer data records
[ ] Describe the relationship between views and access control mechanisms
Creating the Company Structure
[ ] Create position, division, and organization hierarchies
[ ] Create employees and users
Understanding Object Definitions
[ ] Describe the major types of object definitions
[ ] Describe the relationships between them
[ ] Use About View
Using Siebel Tools to Examine Object Definitions
[ ] Explain the differences between an object type and an object definition
[ ] Use Siebel Tools to examine parent and child object definitions
[ ] Determine relationships between object definitions
The Siebel Data Model
[ ] Describe the role of tables, columns, keys, indexes, and data types
[ ] Describe how cardinality between tables is represented
[ ] Describe 1:1 and 1:M extension tables
Siebel Business Components
[ ] Describe business components (BCs)
[ ] Describe properties of BCs and BC fields
[ ] Map UI controls and list columns to BC fields
Siebel Business Objects
[ ] Define a business object
[ ] Describe how links are used to relate business components within a business object
Picklists and Multi-Value Groups
[ ] Identify different types of picklists
[ ] Define a multi-value group (MVG)
Customizing UI Elements
[ ] Specify UI elements as part of a solution
Siebel Workflow
[ ] Describe the different steps of a workflow process
[ ] Describe the behavior of workflow processes
[ ] Examine existing workflow processes
[ ] Contrast methods used to invoke workflow processe
Siebel Assignment Manager
[ ] Describe Siebel Assignment Manager
[ ] Identify the parts of an assignment rule
Siebel Assignment Manager
[ ] Describe Siebel Assignment Manager
[ ] Identify the parts of an assignment rule
Siebel Task UI
[ ] Describe Siebel Task UI
[ ] Invoke and complete a task
Preparing for a Global Deployment
[ ] Define terms related to a global deployment
[ ] Describe Siebel internationalized features
[ ] Discuss requirements and best practices for a global deployment
Integrating Siebel Applications
[ ] Explain the business need for integration
[ ] Describe Siebel integration solutions at the data, business, and UI layer
[ ] Define service-based integration
Siebel 8 Core Consultant Certification Exam Details
Exam Number: 1Z0-202
Exam Price: Rs 9118
Duration: 120 Minutes
Number of Questions: 60
Passing Score: 64%
Siebel 8 Core Consultant Certification Exam Syllabus
Introducing Siebel Applications
Describe Siebel Customer Relationship Management (CRM) applications and how they are classified
[ ]
Identify the common business entities found in Siebel CRM applications
Using the Siebel Web Client
Start and log in to a Siebel application
[ ]
Navigate screens and views in the application
[ ]
Identify major user interface (UI) features in a Siebel CRM application
Working With Siebel Data
Create, modify, and delete records
[ ]
Query for records in a Siebel CRM application
Responsibilities and Views
Describe the purpose of a responsibility
[ ]
Create a new responsibility
[ ]
Modify an existing responsibility
Users, Positions, and Organizations
Describe how data access is controlled by users, positions, and organizations
[ ]
Implement the company structure using divisions, organizations, positions, users, and employees
Controlling Access to Customer Data
Describe the difference between customer and master data in Siebel applications
[ ]
Describe the different Access Control mechanisms used to restrict access to data in Siebel applications
[ ]
Identify the different view types used for different types of users
The Siebel Web Architecture
Identify the pieces that make up the Siebel Web architecture
[ ]
Identify the role of each piece of the architecture
[ ]
Describe how Siebel requests are processed
Server Components and Parameters
Define component groups
[ ]
Define components
[ ]
Describe parameters as inputs for components
[ ]
Describe the various levels at which you can set parameters and how to set them
[ ]
Describe named subsystems and job templates
Server Management
Monitor the state of the enterprise, and individual servers and components within that enterprise
[ ]
Perform routine administrative tasks on the enterprise, including: a. Managing components b. Backing up and restoring the enterprise c. Setting logging options d. Submitting jobs
Siebel Client Types
Identify the various Siebel clients
[ ]
Describe files associated with each client, including configuration files and local databases
[ ]
Describe how each client accesses Siebel servers and data
Securing Access to the Application
Describe the types of user authentication supported by Siebel applications
[ ]
Explain the role of the security adapter
[ ]
Describe Single Sign On (SSO) security and how it differs from other authentication methods
Installing Siebel Applications
Describe pre-installation steps necessary to prepare your environment for a Siebel installation
[ ]
Install the Siebel application
[ ]
Perform post-installation steps to verify your Siebel environment
[ ]
Describe how to use the multi-server update tool to automate installations
Siebel Application Architecture
Describe the major types of object definitions
[ ]
Describe the relationships between them
Using Siebel Tools to Examine Object Definitions
Describe the differences between object types and object definitions
[ ]
Use Siebel Tools to examine parent and child object definitions
The Siebel Data Model
Describe the purpose of the Siebel Data Model
[ ]
Describe the role of primary and foreign keys, indexes, and user keys
[ ]
Identify prominent tables in the Siebel Data Model
Siebel Business Components
Define a business component
[ ]
Describe how business component fields at the business object layer are mapped to columns at the data layer
[ ]
Describe how base and joined tables are used as a part of this mapping
Siebel Business Objects
Describe how business objects focus data presented in the UI based on context
[ ]
Describe how views reference business objects
[ ]
Describe how links are used to relate parent business components to child business components
Configuration Strategy
List the critical elements of the Siebel configuration strategy
The Configuration Process
Describe the development environment architecture
[ ]
Set up the development environment
Managing Object Definitions
Explain the role of projects
[ ]
Manage object definitions using Check Out and Check In
[ ]
Lock projects locally
Editing and Compiling Object Definitions
Create new and edit existing object definitions
[ ]
Validate edited object definitions
[ ]
Archive object definitions and projects
[ ]
Back up the local database
[ ]
Compile object definitions into a repository file
UI Layer Configuration: Web Templates
Describe the role of Siebel Web template files
[ ]
Describe the role of Siebel tags in template files
[ ]
List the types of templates
[ ]
Describe how to register, associate, and bind a template file
UI Layer Configuration: Applets
Create and modify a list applet
[ ]
Create and modify a form applet
UI Layer Configuration: Applications, Screens, and Views
Tailor applications
[ ]
Configure how a view is accessed on a screen
[ ]
Change the order of screen views for a screen
[ ]
Create and administer a view
[ ]
Associate a view with a template
UI Layer Configuration: Drilldowns
Configure drilldown to a related view
[ ]
Enable the thread bar
Business Layer Configuration: Joins
Create a join that brings data from a standard table into a standard business component
[ ]
Create a join that brings data from a party table into a standard business component
[ ]
Create a join that brings data from a party table into another party business component
Business Layer Configuration: Existing Business Components and Fields
Edit business component properties to capture business logic
[ ]
Describe business component view modes
[ ]
Edit field properties to capture business logic
[ ]
Specify business component and field user properties
Business Layer Configuration: New Business Components and Fields
Create a new business component (BC)
[ ]
Add a business component to a business object
Business Layer Configuration: Picklists
Describe the differences between dynamic and static picklists
[ ]
Administer a list of values
[ ]
Configure a static or dynamic picklists
Configuring Multi-Value Groups
Describe multi-value groups and their benefits
[ ]
Use Siebel Tools to configure a multi-value group
Data Layer Configuration
Create extension columns in a table
[ ]
Create custom tables: standalone table, 1:1 extension table, 1:M extension table, intersection table
Siebel Business Services
Describe a business service
[ ]
Describe the structure and role of property sets
[ ]
Use the business service simulator to test a business service
Building Siebel Workflow Processes
List the types of workflow processes and workflow steps
[ ]
Create a new workflow process and configure business service, Siebel operation, and decision steps
Testing and Deploying Workflow Processes
Test a Siebel workflow process using the simulator
[ ]
Deploy a Siebel workflow process
Executing Workflow Processes
Describe the workflow execution architecture
[ ]
List several ways to invoke workflow
[ ]
Invoke a workflow process using a run-time event
[ ]
Invoke a workflow process using a custom control
Using Workflow Policies
Create a workflow policy that invokes a workflow process in the Workflow Process Manager server component
[ ]
Enable the workflow policy using workflow server components
Siebel Task UI
Describe the role and benefits of Siebel Task UI
[ ]
Invoke and complete a task
Task UI: Creating a Task
Identify the major components of a task
[ ]
Configure a task
[ ]
Administer a task
Transient Business Components and Branching
Describe the role of transient business components and task applets
[ ]
Configure branching logic in a task
Introducing Siebel Assignment Manager
Explain the role of Siebel Assignment Manager
[ ]
List the elements used to create rules that assign business data
Creating Assignment Rules
Create an assignment rule that assigns sales data to a sales team
[ ]
Create an assignment rule that assigns service data to a skilled employee
[ ]
Test assignment rules
Tailoring Assignment Manager Behavior
Describe the steps in the assignment methodology
[ ]
Prioritize rules using exclusive rules and rule group sequencing
[ ]
Modify the behavior of an assignment object
Invoking Siebel Assignment Manager
List the modes in which Assignment Manager can be invoked
[ ]
Invoke Assignment Manager in dynamic mode
State Models
Describe how state models can enforce business logic
[ ]
Create a new state model
Introducing Enterprise Integration Manager
Describe the features of Enterprise Integration Manager (EIM)
Introducing Application Deployment Manager
Describe the Application Deployment Manager (ADM) architecture
[ ]
Describe how deployment options are configured
Deploying Application Customizations
Use the packager utility to bundle application customizations
[ ]
Deploy a package using the ADM command-line interface
Siebel Party Business Components
Define a party business component
[ ]
Describe the role of S_PARTY and its extension tables in storing party business component data
[ ]
Describe how data is stored differently for non-party business components and party business components
[ ]
Describe how implicit and explicit joins are used with party business components
Exam Price: Rs 9118
Duration: 120 Minutes
Number of Questions: 60
Passing Score: 64%
Siebel 8 Core Consultant Certification Exam Syllabus
Introducing Siebel Applications
Describe Siebel Customer Relationship Management (CRM) applications and how they are classified
[ ]
Identify the common business entities found in Siebel CRM applications
Using the Siebel Web Client
Start and log in to a Siebel application
[ ]
Navigate screens and views in the application
[ ]
Identify major user interface (UI) features in a Siebel CRM application
Working With Siebel Data
Create, modify, and delete records
[ ]
Query for records in a Siebel CRM application
Responsibilities and Views
Describe the purpose of a responsibility
[ ]
Create a new responsibility
[ ]
Modify an existing responsibility
Users, Positions, and Organizations
Describe how data access is controlled by users, positions, and organizations
[ ]
Implement the company structure using divisions, organizations, positions, users, and employees
Controlling Access to Customer Data
Describe the difference between customer and master data in Siebel applications
[ ]
Describe the different Access Control mechanisms used to restrict access to data in Siebel applications
[ ]
Identify the different view types used for different types of users
The Siebel Web Architecture
Identify the pieces that make up the Siebel Web architecture
[ ]
Identify the role of each piece of the architecture
[ ]
Describe how Siebel requests are processed
Server Components and Parameters
Define component groups
[ ]
Define components
[ ]
Describe parameters as inputs for components
[ ]
Describe the various levels at which you can set parameters and how to set them
[ ]
Describe named subsystems and job templates
Server Management
Monitor the state of the enterprise, and individual servers and components within that enterprise
[ ]
Perform routine administrative tasks on the enterprise, including: a. Managing components b. Backing up and restoring the enterprise c. Setting logging options d. Submitting jobs
Siebel Client Types
Identify the various Siebel clients
[ ]
Describe files associated with each client, including configuration files and local databases
[ ]
Describe how each client accesses Siebel servers and data
Securing Access to the Application
Describe the types of user authentication supported by Siebel applications
[ ]
Explain the role of the security adapter
[ ]
Describe Single Sign On (SSO) security and how it differs from other authentication methods
Installing Siebel Applications
Describe pre-installation steps necessary to prepare your environment for a Siebel installation
[ ]
Install the Siebel application
[ ]
Perform post-installation steps to verify your Siebel environment
[ ]
Describe how to use the multi-server update tool to automate installations
Siebel Application Architecture
Describe the major types of object definitions
[ ]
Describe the relationships between them
Using Siebel Tools to Examine Object Definitions
Describe the differences between object types and object definitions
[ ]
Use Siebel Tools to examine parent and child object definitions
The Siebel Data Model
Describe the purpose of the Siebel Data Model
[ ]
Describe the role of primary and foreign keys, indexes, and user keys
[ ]
Identify prominent tables in the Siebel Data Model
Siebel Business Components
Define a business component
[ ]
Describe how business component fields at the business object layer are mapped to columns at the data layer
[ ]
Describe how base and joined tables are used as a part of this mapping
Siebel Business Objects
Describe how business objects focus data presented in the UI based on context
[ ]
Describe how views reference business objects
[ ]
Describe how links are used to relate parent business components to child business components
Configuration Strategy
List the critical elements of the Siebel configuration strategy
The Configuration Process
Describe the development environment architecture
[ ]
Set up the development environment
Managing Object Definitions
Explain the role of projects
[ ]
Manage object definitions using Check Out and Check In
[ ]
Lock projects locally
Editing and Compiling Object Definitions
Create new and edit existing object definitions
[ ]
Validate edited object definitions
[ ]
Archive object definitions and projects
[ ]
Back up the local database
[ ]
Compile object definitions into a repository file
UI Layer Configuration: Web Templates
Describe the role of Siebel Web template files
[ ]
Describe the role of Siebel tags in template files
[ ]
List the types of templates
[ ]
Describe how to register, associate, and bind a template file
UI Layer Configuration: Applets
Create and modify a list applet
[ ]
Create and modify a form applet
UI Layer Configuration: Applications, Screens, and Views
Tailor applications
[ ]
Configure how a view is accessed on a screen
[ ]
Change the order of screen views for a screen
[ ]
Create and administer a view
[ ]
Associate a view with a template
UI Layer Configuration: Drilldowns
Configure drilldown to a related view
[ ]
Enable the thread bar
Business Layer Configuration: Joins
Create a join that brings data from a standard table into a standard business component
[ ]
Create a join that brings data from a party table into a standard business component
[ ]
Create a join that brings data from a party table into another party business component
Business Layer Configuration: Existing Business Components and Fields
Edit business component properties to capture business logic
[ ]
Describe business component view modes
[ ]
Edit field properties to capture business logic
[ ]
Specify business component and field user properties
Business Layer Configuration: New Business Components and Fields
Create a new business component (BC)
[ ]
Add a business component to a business object
Business Layer Configuration: Picklists
Describe the differences between dynamic and static picklists
[ ]
Administer a list of values
[ ]
Configure a static or dynamic picklists
Configuring Multi-Value Groups
Describe multi-value groups and their benefits
[ ]
Use Siebel Tools to configure a multi-value group
Data Layer Configuration
Create extension columns in a table
[ ]
Create custom tables: standalone table, 1:1 extension table, 1:M extension table, intersection table
Siebel Business Services
Describe a business service
[ ]
Describe the structure and role of property sets
[ ]
Use the business service simulator to test a business service
Building Siebel Workflow Processes
List the types of workflow processes and workflow steps
[ ]
Create a new workflow process and configure business service, Siebel operation, and decision steps
Testing and Deploying Workflow Processes
Test a Siebel workflow process using the simulator
[ ]
Deploy a Siebel workflow process
Executing Workflow Processes
Describe the workflow execution architecture
[ ]
List several ways to invoke workflow
[ ]
Invoke a workflow process using a run-time event
[ ]
Invoke a workflow process using a custom control
Using Workflow Policies
Create a workflow policy that invokes a workflow process in the Workflow Process Manager server component
[ ]
Enable the workflow policy using workflow server components
Siebel Task UI
Describe the role and benefits of Siebel Task UI
[ ]
Invoke and complete a task
Task UI: Creating a Task
Identify the major components of a task
[ ]
Configure a task
[ ]
Administer a task
Transient Business Components and Branching
Describe the role of transient business components and task applets
[ ]
Configure branching logic in a task
Introducing Siebel Assignment Manager
Explain the role of Siebel Assignment Manager
[ ]
List the elements used to create rules that assign business data
Creating Assignment Rules
Create an assignment rule that assigns sales data to a sales team
[ ]
Create an assignment rule that assigns service data to a skilled employee
[ ]
Test assignment rules
Tailoring Assignment Manager Behavior
Describe the steps in the assignment methodology
[ ]
Prioritize rules using exclusive rules and rule group sequencing
[ ]
Modify the behavior of an assignment object
Invoking Siebel Assignment Manager
List the modes in which Assignment Manager can be invoked
[ ]
Invoke Assignment Manager in dynamic mode
State Models
Describe how state models can enforce business logic
[ ]
Create a new state model
Introducing Enterprise Integration Manager
Describe the features of Enterprise Integration Manager (EIM)
Introducing Application Deployment Manager
Describe the Application Deployment Manager (ADM) architecture
[ ]
Describe how deployment options are configured
Deploying Application Customizations
Use the packager utility to bundle application customizations
[ ]
Deploy a package using the ADM command-line interface
Siebel Party Business Components
Define a party business component
[ ]
Describe the role of S_PARTY and its extension tables in storing party business component data
[ ]
Describe how data is stored differently for non-party business components and party business components
[ ]
Describe how implicit and explicit joins are used with party business components
Sunday, June 12, 2011
Siebel Field Service Basics
Basics of Field Service
RMA: RMA (Return Material Authorization)
Cycle Counting
Replenishment
Fulfillment
Asset Management
Dispatch Board
Agreements
RMA (Return Material Authorization)
The RMA (either RMA Repair Return or RMA Advance Exchange) signifies that the product is to be repaired.
Repairs begin when a customer calls a service center about a defective product.
The customer service representative assigns an RMA (Return Material Authorization) to the product, and requests that the customer ship the product to the service center.
Cycle Counting
A method of counting inventory by grouping products into classes.
Counts 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.
Since assets are moving in and out of inventory, cycle counting creates a dynamic, statistical view of inventory.
An Example: Products of class X, for instance, might be counted once every three months, products of class Y once every six months, and products of class Z once a year.
Methods of Product Classification for Cycle Counting
The ABC cycle count basis ranks products according to their financial value. The Cycle Counting Engine counts the items with a larger dollar value more often than those with a lower value.
The XYZ cycle count basis ranks products according to their turnover. Higher-turnover products are counted more often, resulting in a higher accuracy of counting.
Replenishment
The process of generating orders to restock depleted parts in an inventory location.
Replenishment Engine generates internal orders to other inventory locations or purchase orders to outside vendors using the following information about a product in inventory:
■ Minimum and maximum stock levels, plus a safety level.
■ Replenishment relationships with other inventories.
Sources of Replenishment
Another service inventory location. The Replenishment Engine generates an internal order. For example, the main service warehouse replenishes a subsidiary warehouse.
External provider. The product is purchased from an external vendor. In this case, the Replenishment Engine generates a purchase order.
Manufacturing inventory. The product is provided by an internal manufacturing division. Such replenishments are usually handled as if from an external provider; a purchase order is generated.
Fulfillment
Siebel Field Service provides two methods for filling an order automatically:
The Fulfillment Engine automatically locates in inventory the ordered items (or substitutes for these items), allocates these items, and generates a pick ticket.
The Part Locator is a semi-automated 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:
Find products or substitutes in inventory.
Allocate these items.
Generate pick tickets.
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 to find a product:
Distances of source inventory locations to the order address.
Priority of an order, which can influence fulfillment relationships.
Dispatch Board
Is a graphical user interface that allows call center personnel and dispatchers to select, schedule, and assign field service engineers to service activities.
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.
Lets a dispatcher or customer service representative manually assign and schedule individual activities by dragging and dropping an activity onto a Gantt chart.
Agreements
Describes a product or service provided to the customer and the financial relationship between parties.
Different types of agreements can be created manually in the Agreements screen or
automatically from a quote in the Quotes screen.
Agreements can have a hierarchical relationship; that is, a master agreement can have multiple child agreements.
RMA: RMA (Return Material Authorization)
Cycle Counting
Replenishment
Fulfillment
Asset Management
Dispatch Board
Agreements
RMA (Return Material Authorization)
The RMA (either RMA Repair Return or RMA Advance Exchange) signifies that the product is to be repaired.
Repairs begin when a customer calls a service center about a defective product.
The customer service representative assigns an RMA (Return Material Authorization) to the product, and requests that the customer ship the product to the service center.
Cycle Counting
A method of counting inventory by grouping products into classes.
Counts 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.
Since assets are moving in and out of inventory, cycle counting creates a dynamic, statistical view of inventory.
An Example: Products of class X, for instance, might be counted once every three months, products of class Y once every six months, and products of class Z once a year.
Methods of Product Classification for Cycle Counting
The ABC cycle count basis ranks products according to their financial value. The Cycle Counting Engine counts the items with a larger dollar value more often than those with a lower value.
The XYZ cycle count basis ranks products according to their turnover. Higher-turnover products are counted more often, resulting in a higher accuracy of counting.
Replenishment
The process of generating orders to restock depleted parts in an inventory location.
Replenishment Engine generates internal orders to other inventory locations or purchase orders to outside vendors using the following information about a product in inventory:
■ Minimum and maximum stock levels, plus a safety level.
■ Replenishment relationships with other inventories.
Sources of Replenishment
Another service inventory location. The Replenishment Engine generates an internal order. For example, the main service warehouse replenishes a subsidiary warehouse.
External provider. The product is purchased from an external vendor. In this case, the Replenishment Engine generates a purchase order.
Manufacturing inventory. The product is provided by an internal manufacturing division. Such replenishments are usually handled as if from an external provider; a purchase order is generated.
Fulfillment
Siebel Field Service provides two methods for filling an order automatically:
The Fulfillment Engine automatically locates in inventory the ordered items (or substitutes for these items), allocates these items, and generates a pick ticket.
The Part Locator is a semi-automated 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:
Find products or substitutes in inventory.
Allocate these items.
Generate pick tickets.
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 to find a product:
Distances of source inventory locations to the order address.
Priority of an order, which can influence fulfillment relationships.
Dispatch Board
Is a graphical user interface that allows call center personnel and dispatchers to select, schedule, and assign field service engineers to service activities.
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.
Lets a dispatcher or customer service representative manually assign and schedule individual activities by dragging and dropping an activity onto a Gantt chart.
Agreements
Describes a product or service provided to the customer and the financial relationship between parties.
Different types of agreements can be created manually in the Agreements screen or
automatically from a quote in the Quotes screen.
Agreements can have a hierarchical relationship; that is, a master agreement can have multiple child agreements.
Siebel Field Service Automation Engines
Siebel Field Service provides the following automated functions:
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.
Renewal Engine. Automatically renews agreement line items.
Charge Engine. Automatically creates charges. These charges can then be consolidated using the Charge Consolidation Engine.
Charge Consolidation Engine. Automatically generates invoices, based on defined charge consolidation plans.
Part Locator Engine. Analyzes orders, locates parts for each line item, and returns the located parts (products or substitute products) to the user. 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.
Cycle Counting Engine. Generates cycle counting orders (parts lists).
Preventive Maintenance Engine. Generates service requests for the maintenance of assets, based on predefined triggers.
Mobile Inventory Transaction Engine. Generates inventory and asset transactions when a field service engineer reports part movements in the field.
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.
Renewal Engine. Automatically renews agreement line items.
Charge Engine. Automatically creates charges. These charges can then be consolidated using the Charge Consolidation Engine.
Charge Consolidation Engine. Automatically generates invoices, based on defined charge consolidation plans.
Part Locator Engine. Analyzes orders, locates parts for each line item, and returns the located parts (products or substitute products) to the user. 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.
Cycle Counting Engine. Generates cycle counting orders (parts lists).
Preventive Maintenance Engine. Generates service requests for the maintenance of assets, based on predefined triggers.
Mobile Inventory Transaction Engine. Generates inventory and asset transactions when a field service engineer reports part movements in the field.
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