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Capabilities of Siebel Mobile Disconnected Mode for Field Service

By Yusuf Kaydawala, CRM Consultant, Manufacturing Unit, Infosys

 

Out of the many exciting features in the latest Siebel Innovation Pack, the most interesting feature for me is the Siebel mobile disconnected mode. Siebel mobile disconnected application allows users to access the CRM application on the browser in their tablets and smartphone even when the user is not connected to the Siebel application. Once the connectivity with the Siebel server is restored, the application provides capability to synchronize the changes back to server. This application is ideal for a travelling sales or field service technician who have access to the network for most of their time.

Disconnected mode functionality should work on all the latest mobile devices available in the market that are HTML 5-compliant. User can engage the disconnected mode functionality on Chrome or Safari browser with at least 50 MB of available storage on the mobile device.

I have mapped various tasks performed by a field technician with the capabilities of Siebel Mobile Disconnected mode:

Field Engineer's Task

Task Details

Siebel Mobile Disconnected Capabilities

Miscellaneous Tasks

Logging in the mobile application

Supported

Logging off in the mobile application

Not supported

Viewing broadcast message

Not supported

Creating bookmark

Not supported

Invoking Menu

Not supported

Back button on UI

Not supported

Using Calendar features

Not supported

Exchanging data with external applications

Not supported

Create Orders

Supported

Preparing for a site visit

Creating Siebel Messages

Supported

Viewing Service request

Supported for synced Service requests

Viewing Account details like Service History, Assets, Entitlements and Contacts

Supported for synced Accounts

Viewing My Activities

Supported

Creating Orders

Supported

Running queries

Supported

Viewing Assets

Supported for synced Assets

Viewing Directions/Maps

Not supported

Checking required parts

Supported

Checking steps and instructions for the job

Supported

Checking Own Inventory position

Supported

Running PDQs to find other Activities

Not supported

Performing service

Changing activity statuses

Supported

Capturing time tracker

Supported

Capturing Part tracker

Supported

Committing Part tracker

Supported

Capturing expenses

Supported

Creating new Service Request

Supported

Creating new Activities

Supported

Adding Attachment to Service Request

Not supported

Viewing All Parts in the application

Supported for synced parts

Closing a service call

Closing Activity

Supported

Invoking Business rules / Validation on Activity closure

Partially Supported. DVM/WFs/Server scripting validations will not work


One of the key considerations for the Disconnected Application is that only 50 MB of offline storage is possible. To overcome the storage limitation, the business admins needs to do a careful analysis of the data and setup data filters to determine the data that needs to be downloaded on the mobile device.

Siebel mobile provides the ability to configure filters on various business entities to only download relevant data for offline usage like:

  • Accounts of only certain country
  • Activities in certain statuses
  • Products which can only be used as spare parts

Field service is one of the toughest jobs in the industry with field engineers servicing complicated equipment, often under unrealistic deadlines and customer expectations. The Siebel Mobile Disconnected application empowers the field engineer by enabling them to perform their daily tasks when they are on the road even without network connectivity.

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