1. Service Requests Standard Operating Procedures
Joe Neary
AAC/IAG
May 2004

2. Overview Service Requests are a critical function in customer service.
Our customers depend on us to provide a solution to problems with our products, and we can glean valuable information about our customers, our products, and our processes.
Data accuracy in our Service Request records benefits Advantech in many ways:
Identifying problem trends by Product
Understanding our customers (both direct customers and those handled by Partners)
Analyzing & improving our internal support response processes
The following SOP gives directive on the entire Service Request process in Siebel.

3. Always start from the Account record!
NOTE: “Account” is a required field on all Service Requests.
When creating a new Service Request, always start from the Account record.
Query carefully for existing Account record
Create new Account if not already existing
Advantech sells to Accounts, not to Contacts.
see all Siebel SOP’s at

4. Always start from the Account record (query existing or create new)
Complete any missing Account info
(phone, complete address, ERP, etc)

5. Find existing Contact within Account (use existing or create new)
Navigate within Account record
Click on “Last Name”

6. Fill in any missing Contact info
address, job title, phone extension, etc.

7. Create the SR within the Contact record
1. Open “Service
Requests” tab
2. Click “New”
3. Change “Owner” to assigned AE as needed (default is “Created By”)

8. Click on “SR#” link to open the SR record
Click on new SR # to open record

9. Fill in required SR fields
All fields in RED are REQUIRED
Fields in green are requested
See next slides for all field descriptions

10. SR Field Types & Names Multi-value fields (from tables)
“Model”
“OS”
Pull-down fields (predefined lists of values)
“Type”
“Status”
“Category”
“Function”

11. Record all Activities related to the Service Request
Phone calls, testing, etc. entered manually
Use “F9” and “ESR” functions
No need to click “New” button to create Activity
1. Click on Activities tab
2. Click on New

12. 1. Change “Status” to “Closed”
To Close an SR
FIRST: Make sure ALL DATA FIELDS are correct
THEN: Change “Status” to “Closed”
Once “Closed”, all data fields are locked
THEN: use F9 Template “Closed SR Notice” (next slide)
1. Change “Status” to “Closed”
2. Hit “F9” key

13. To Send “Closed SR notice”
1. Choose “Recipient” = “Service Request Contact”
3. Click “OK”
2. Choose “Message Template” = “Closed SR Notice”

14. “Closed SR Notice” email
Contact is quickly alerted that SR is “Closed”
Allows quick response & re-open if still unresolved
Asks Contact for “Satisfaction Survey”

15. Service Request Survey

16. If RMA is issued Change SR “Category” to “RMA Case”
Send Contact an RMA Form (create Activity)
Can be an F9 “RMA Form” template if existing
Change “Status” to “Closed”

17. If RMA Dept determines “No Problem Found”
FIRST: Change “Status” to “Open” (to re-open SR),
THEN: Change “Status” to “No Problem Found”
THEN: Create new Activity describing findings
Attach files as applicable (test results, etc)
No Problem Found

18. On “No Problem Found” RMAs, AE resumes “ownership” of SR
Communicate findings with SR Contact
Record as Activities
Work toward re-closing SR
No Problem Found

19. Thanx!