SIEBEL SERVICE – FIELD SERVICE & CASE MANAGEMENT

Module 1: Introduction to Siebel Service

• Siebel Service overview: customer service and field service capabilities
• Service modules: Service Requests, Solutions, Entitlements, and Field Service
• Service organisation structure: service centres and field regions
• Customer service lifecycle: contact to resolution

Module 2: Service Request Management

• SR creation: channels, categories, and classification hierarchy
• SR assignment: skills-based and territory-based routing
• SR lifecycle: Open, Pending, In Progress, Resolved, and Closed
• SLA and entitlement linkage to service requests

Module 3: Solutions and Knowledge Management

• Solutions database: creating and categorising resolution articles
• Associating solutions to service requests for resolution tracking
• Resolution codes and solution search from SR screens
• Siebel SmartScript: guided scripts for call centre agents

Module 4: Entitlements and Warranties

• Entitlement templates: defining service coverage terms
• Associating entitlements with accounts, contacts, and assets
• Warranty records: product warranty tracking and validation
• Entitlement verification during SR creation

Module 5: Asset and Installed Base Management

• Asset records: tracking customer-owned products and configurations
• Installed base: serialised and non-serialised asset management
• Asset hierarchy: parent-child relationships for complex installations
• Service history: linking SRs and activities to asset records

Module 6: Field Service Management

• Field Service overview: dispatch, scheduling, and work orders
• Work Order creation: linking SRs to field repair orders
• Scheduling and dispatching: Dispatch Board and skills matching
• Parts management: trunk stock, return orders, and replenishment

Module 7: Service Analytics and Reporting

• SR volume and resolution time reports
• First contact resolution (FCR) tracking and analysis
• Field technician performance and utilisation dashboards
• Customer satisfaction survey integration overview

Module 8: Capstone Project and Assessment

• Service request lifecycle simulation with entitlement and SLA
• Knowledge base article creation and SR resolution linkage
• Field service work order and dispatch board exercise
• Final assessment and course certification

Experience in the Industry Gain expertise from Siebel Service consultants who have implemented customer service and field service solutions for utilities, telecommunications, and manufacturing companies managing large installed bases and field technician workforces.

Backgrounds at the Top Our Siebel Service trainers have worked at Oracle partner organisations and enterprise service operations teams deploying Siebel to manage call centre operations, field service dispatch, and customer asset tracking.

Clear & Effective Teaching Siebel service request management, solutions and knowledge management, entitlements, warranties, asset management, field service dispatch, and service analytics are explained with real customer service examples.

Hands-On Learning Focus Students manage service requests, create knowledge base solutions, configure entitlements, track customer assets, create work orders, use the Dispatch Board, and build service reports through structured labs.

Up-to-Date Knowledge Trainers keep content current with the latest Siebel Service capabilities, Oracle Field Service Cloud integration, and the Oracle CX Service Cloud migration pathway for Siebel customers.