Siebel Automotive Guide
Siebel Automotive Guide
Siebel Innovation Pack 2013
Version 8.1/8.2
September 2013
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Contents
Siebel Automotive Guide 1
Chapter 1:
What’s New in This Release
Chapter 2:
Siebel Automotive Overview
About Siebel Automotive
Product Options
Chapter 3:
About Accounts
13
13
Associating Vehicles with Accounts
15
Scenarios for Working with Automotive Accounts
Accounts Process Workflow
15
16
Account Setup Using Siebel Automotive
17
Process of Using Automotive for Account Management
Associating a Vehicle with an Account
18
Associating a Vehicle with an Account by Relationship
Associating a Vehicle Using the Summary View
Chapter 4:
Managing Contacts
About Contacts
21
Scenario for Working with Automotive Contacts
Contacts Process Workflow
Contact Record Relationships
18
19
20
21
22
23
Process of Using Automotive to Work with Contacts
Managing Relationships Between Contacts
Associating a Vehicle with a Contact
23
24
24
Viewing Service History and Sales History for a Contact
Managing Service History Information
25
25
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Contents ■
Chapter 5:
Managing Dealers
About Automotive Dealers
27
Scenario for Working with Automotive Dealers
Dealer Process Workflow
27
28
Process of Using Automotive for Dealer Management
Establishing Categories
28
Defining Dealer Profiles
29
Tracking Dealer Sales and Service Information
Managing Vehicle Make Information
Listing Days and Hours for a Dealer
Chapter 6:
30
30
30
Managing Lease and Loan Accounts
Scenario for Working with Lease and Loan Accounts
Lease and Loan Accounts Process Workflow
35
Process of Administering Financial Accounts
35
About Financial Accounts
36
About Adding Financial Accounts
Adding a Financial Account
37
37
Process of Viewing Asset Finance Information
Viewing Account Information
Viewing Contacts
37
38
38
Viewing Contact Address Information
Viewing Contracts
33
36
Creating a Financial Product
38
39
Viewing Vehicles Associated with a Financial Account
Viewing Manufacturer and Dealer Options
40
Viewing Originating Dealer Information
41
Viewing Partner and Dealer Employees
41
Process of Working with Title Information
Viewing Title Information
41
41
Viewing Title Detail Information for a Vehicle
Querying for Delinquent Titles
4
28
42
42
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Contents ■
Chapter 7:
Managing End of Lease and Remarketing
Activities
About End of Lease and Vehicle Remarketing
45
Scenario for Managing End of Lease and Vehicle Remarketing
Setup Tasks for End of Lease and Remarketing
45
47
Activating Workflow Processes for End of Lease and Remarketing
Configuring the Siebel Server to Run the Scheduling Job 48
Setting Up the Return Receipt (Odometer Disclosure Statement)
Setting Up the Fair Market Values 51
Setting Up the FMV Auction Values 51
Setting Up Auction Events and Pricing 51
Process of Setting Up Pricing for Auction Events 52
Process of Managing End of Lease and Vehicle Remarketing
Contacting Customers Whose Leases Are Ending 60
Scheduling Inspection and Turn-In Appointments 61
Entering Inspection Information (Dealer or Third-Party)
Viewing Inspection Information and Generating Charges
Receiving Returned Vehicles (Dealer) 64
Selling Returned Vehicles to Dealers 64
Auctioning Returned Vehicles 65
Workflow Process Reference for Vehicle Remarketing
47
49
60
63
63
67
Auto CF EOT Account States Vehicle Turn In Workflow Process 68
Auto CF EOT Account States Vehicle Inspection Workflow Process 69
Auto CF Schedule Inspection Workflow Process 70
Auto Generate Charges Workflow Process 70
eAuto CF Lease End Communications Workflow Process 71
eAuto CF Lease End Comm1 XML Generation Workflow Process 73
eAuto CF Lease End Comm2 XML Generation Workflow Process 74
eAuto CF Lease End Comm3 XML Generation Workflow Process 75
eAuto Vehicle Return Workflow Process 76
Auto CF Activity Attachment Workflow Process 77
Auto Dealer Vehicle Purchase Workflow Process 77
Auto CF EOT Account States Vehicle Dealer Turn In Workflow Process 78
Auto VehiclePublishForPurchaseORAuction Workflow Process 78
Auto CF Auction Vehicle List Workflow Process 79
eAuto Vehicle Return Inspection Report Workflow Process 80
eAuto Vehicle Go To Vehicle Attachments View Workflow Process 80
Auto CF Asset Pricing Procedure Workflow Process 81
Web Service Reference for Vehicle Remarketing
Inspection Request Web Service
82
82
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Contents ■
Inspection Report Web Service 83
Vehicle Market Value Web Service 85
Vehicle Residual Value Web Service 86
Auction List Web Service 88
Pre Term Campaign Vehicle List Web Service
Chapter 8:
About Collections
89
Managing Collections
91
Scenario for Collections
92
Administering Collection Tasks
93
Activating Siebel Automotive Workflows
94
Creating Assignment Rules for Collection Assignments
Using Assignment Rules
95
97
Managing Collections Preferences
98
Managing Collection Correspondence Administration
Automating the Cure Process
100
101
End-User Procedures for Collections
102
Reviewing Account Summary and Related Account Information
Managing Collection Reassignments
Executing Collection Tasks
104
104
Capturing Promise-to-Pay Records
Managing the Cure Process
105
107
Managing the Repossession Process
107
Managing Skip Trace and Impound Service Requests
Managing Insurance Information
Chapter 9:
111
Managing Vehicles
Vehicles in Siebel Automotive
113
Scenario for Working with Vehicles
Vehicles Process Workflow
Entering Vehicle Records
114
114
Process of Managing Vehicle Records
Editing a Vehicle Record
6
113
115
115
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102
Contents ■
Changing Vehicle Status
Deleting a Vehicle
115
116
Updating Vehicle Service History
116
Managing Vehicle Financial Details
117
Chapter 10: Managing Products
Types of Products
119
About the List of Valid Vehicle Options
119
Scenario for Working with Automotive Products
Products Process Workflow
120
121
Process of Managing Products
121
Managing a Product’s Information
121
Associating Valid Options with a Product
122
Adding Product Features and Specifications
123
Chapter 11: Associating Vehicles with Opportunities
About Opportunities
125
Associating a Vehicle with an Opportunity
125
Chapter 12: Setting Up Households
About Households
127
Scenario for Working with Households
Process of Working with Households
127
128
Viewing Vehicles Associated with a Household
Associating Team Members with a Household
128
128
Chapter 13: Managing Quotes
About Quotes
131
Scenario for Working with Automotive Quotes
Quotes Process Workflow
Process of Creating Quotes
132
132
Setting the Price List for Quotes
Creating Quotes
131
133
133
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Contents ■
Copying or Revising a Quote
133
Using Copy Record to Copy or Revise a Quote
Using Revise to Copy or Revise a Quote 135
Allocating Vehicles to a Quote
134
135
Chapter 14: Managing Service Requests
About Service Requests
137
About Service Request Channels
137
Scenario for Working with Automotive Service Requests
Process of Working with Service Requests
138
Automotive Captive Finance Service Request Types
Creating a Service Request
138
138
138
Assigning the Service Request
139
Providing Details of Services to Be Performed
141
Researching and Resolving a Service Request
141
Chapter 15: Tracking Service History
Scenario for Tracking Automotive Service History Scenario
Process of Tracking Service History
143
Creating a New Service History Record
Managing Services Performed
144
144
Managing Manufacturer and Customer Pay
Working with Service History
143
145
145
Chapter 16: Tracking Sales History
About Tracking Sales History
147
Scenario for Tracking Automotive Sales History
Process of Tracking Sales History
148
Creating a New Sales History Record
Viewing Sales History
147
148
148
Chapter 17: Setting Up Preventive Maintenance
Scenarios for Working with Automotive Preventive Maintenance
Process of Setting Up Preventive Maintenance
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151
Contents ■
Setting a Trigger for a Preventive Maintenance Plan
152
Associating a Preventive Maintenance Plan with a Product
Associating a Preventive Maintenance Plan with Vehicles
Process of Tracking Preventive Maintenance
153
154
154
Viewing Preventive Maintenance History for a Vehicle
155
Working with Preventive Maintenance Plans for a Vehicle
155
Chapter 18: Setting Up and Using Siebel Automotive Tools
Process of Locating a Dealer
157
Setting Up the Dealer Locator (Administrators)
Locating a Dealer (End Users)
158
Process of Searching for a Vehicle
Setting Up Vehicle Search
Searching for a Vehicle
157
158
158
159
Calculating Loans and Leases
159
Chapter 19: Managing Warranties
About Warranty Products
161
Roadmap for Creating a Warranty Product
162
Defining a Warranty Product 162
Adding Coverage Lists to a Warranty Product 163
Adding Products to a Warranty Product 163
Modifying the Status of a Warranty Product 164
Structuring Warranty Products
164
About the Setup of a Master Data Model 165
Managing Repair Operation Codes 165
Managing Repair Operation Times 167
Managing Part Prices 168
Managing Coverage Lists 168
Adding Repair Operation Codes to a Coverage List 169
Adding Parts to a Coverage List 170
Managing Trouble Code and Fault Code Data 170
Managing Labor Rates 171
Managing Policies and Coverage
173
About Policies 173
Registering a Warranty Policy Manually
173
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Contents ■
Amending a Policy 174
Changing the Status of a Policy
Transferring a Policy 175
175
Managing Supplier Warranty Policies
176
About Supplier Warranty Policies 176
Creating Supplier Warranty Policies 176
Associating Parts with Supplier Warranty Policies 177
Searching for the Eligibility of a Supplier Warranty Policy
About Rules
177
177
About Verification Rules 178
About Claims Processing Rules
178
Implementing Recall Campaigns
179
About Recall Campaigns 179
Creating a Recall Campaign 180
Amending a Recall Campaign 180
Creating Exclusions 181
Amending an Exclusion 182
Approving a Prewarranty Authorization
Approving a Warranty Claim
182
183
Administering Payments for Warranty Claims
184
About Payments for Warranty Claims 184
Viewing Payment Requests for Warranty Claims 185
Viewing Warranty Claim Payment Transactions 185
Administering Payments for Supplier Claims
186
About Payments for Supplier Claims 186
Viewing Payment Requests for Approved Supplier Claims
Viewing Supplier Claim Payment Transactions 187
Managing Supplier Recovery Claims
187
187
About Supplier Recovery Claims 188
Creating a Supplier Recovery Claim 188
Creating a Supplier Recovery Claim from a Warranty Claim 189
Creating a Supplier Recovery Claim from a Work Order 189
Creating an RMA for Sending Failed Parts to Suppliers 190
Viewing Financial Details of Supplier Recovery Claims 191
Index
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1
What’s New in This Release
What’s New in Oracle’s Siebel Automotive Guide, Version 8.1/8.2
No new features have been added to this guide for this release. This guide has been updated to
reflect only product name changes.
What’s New in Oracle’s Siebel Automotive Guide, Version 8.1, Rev A,
and Version 8.2
Table 1 lists changes described in this version of the documentation to support this release of the
software.
Table 1.
New Features in Siebel Automotive Guide, Version 8.1, Rev A, and Version 8.2
Topic
Description
“Managing Warranties” on page 161
New chapter. It describes how to manage warranties.
“Managing End of Lease and
Remarketing Activities” on page 45
Modified chapter. Added information about new functionality
for managing end of lease activities, including integrating
with third-party inspection vendors, scheduling inspection
and return appointments, selling returned vehicles to dealers
through the Web, auctioning returned vehicles, Web service
reference, and workflow reference.
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What’s New in This Release ■
12
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2
Siebel Automotive Overview
This chapter provides an overview of Oracle’s Siebel Automotive, its product modules, and options.
It consists of the following topics:
■
“About Siebel Automotive” on page 13
■
“Product Options” on page 13
About Siebel Automotive
Siebel Automotive is a front-office automation application specifically designed for the automotive
industry. Using Siebel Automotive, manufacturers, importers, distributors, and dealers can respond
to the needs of retail and fleet customers by telephone, in person, or over the Web. They can offer
customers financing, leasing, and insurance options while customers configure vehicle orders online,
at the dealership, or with a fleet sales representative.
Siebel Automotive also allows all participants in the factory-to-dealer-to-consumer value chain to
collaboratively share information, working together to deliver vehicles to customers, and
cooperatively gain a better understanding of customers and their needs.
Product Options
Siebel Automotive provides several options, as shown in Table 2.
Table 2.
Product Options
Option
Description
Data Modeling
Represents the entities and relationships involved in a selling model that
includes a franchised distribution channel and complex product ownership and
service linkages.
The basic data model allows call center, marketing, sales, and service capability
within Siebel Automotive. The vehicles industry does not fall neatly into
business-to-business or business-to-consumer selling.
Siebel Automotive explicitly supports the pure form of both models, along with
a business-to-everyone model that supports many hybrid models in which a
consumer’s work affiliation can influence the buying process.
Multi-Channel
Communication
Provides anonymous and known contacts, channel partners, and employees
with the opportunity to interact with the enterprise in the form of their choosing,
whether in person, on the phone, or electronically.
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Siebel Automotive Overview ■ Product Options
Table 2.
Product Options
Option
Description
Dealer and
Service Center
Location
A parameter-driven search allowing identification of the appropriate dealer in
response to a service call or sales opportunity.
Legacy Systems
Integration
Provides appropriate connections to legacy application databases required to
support marketing, sales, and service activities with new or existing Dealer
Business Systems.
Lead Sharing
and Tracking
Captures sales opportunities that originate from any form of customer contact,
associates them with any demographic information already available, and adds
to the demographics based on the contact. Routes the opportunity to the
appropriate party within the sales channel to provide followup.
Retail Sales
Process
Automation
Supports the sales team in a vehicle retail sales process from prospecting
through opportunity origination and followup to sale closure and followup
service.
Customer
Loyalty and
Service
Marketing
Maintains ongoing contact with the retail customer to promote satisfaction,
drive service revenues, and understand needs for subsequent vehicle
purchases.
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Associating Vehicles with
Accounts
This chapter provides information about standard Siebel Automotive functionality for account
management. It includes the following topics:
■
“About Accounts” on page 15
■
“Scenarios for Working with Automotive Accounts” on page 15
■
“Accounts Process Workflow” on page 16
■
“Account Setup Using Siebel Automotive” on page 17
■
“Process of Using Automotive for Account Management” on page 18
■
“Associating a Vehicle with an Account” on page 18
■
“Associating a Vehicle with an Account by Relationship” on page 19
■
“Associating a Vehicle Using the Summary View” on page 20
About Accounts
Accounts represent companies or individuals with which your company conducts business. Use the
Accounts screen to manage information associated with accounts.
Application administrators and end users can use the concepts and procedures in this chapter to
manage accounts in their daily job roles. Your company’s application configuration and business
processes may differ from the procedures or business scenarios that are presented.
Scenarios for Working with Automotive
Accounts
This topic provides a sample scenario for working with accounts. The order in which the procedures are
performed may vary based on your company’s business practices.
Vehicle-Owned Scenario
A corporation purchases a fleet of vehicles from a large motor vehicle dealership. A fleet sales
manager for the vehicle dealership creates an account for the corporation and then creates a vehicle
record associated with the account for each of the fleet vehicles.
“Associating a Vehicle with an Account” on page 18.
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Associating Vehicles with Accounts ■ Accounts Process Workflow
Vehicle-Relationship Scenario
A sales representative from a dealership sells a vehicle to a customer, who is a contact the
representative created from a walk-in at the showroom several weeks ago. The vehicle dealership is
the loan provider for the vehicle that the customer purchased. The vehicle is associated with the
dealership account through the Accounts list from the Vehicle Summary view tab.
Related Topic
“Associating a Vehicle with an Account by Relationship” on page 19.
Accounts Process Workflow
Figure 1 illustrates the end-user workflow for working with accounts.
Figure 1.
Accounts Workflow
Workflow Description. This workflow performs the following actions:
1
This step creates an account.
For information about creating accounts, see “Account Setup Using Siebel Automotive.”
2
This step directly associates a vehicle with an account.
For information about associating a vehicle with an account, see “Associating a Vehicle with an
Account.”
3
This step associates a vehicle with an account by relationship.
For information about associating a vehicle with an account by relationship, see “Associating a
Vehicle with an Account by Relationship.”
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Associating Vehicles with Accounts ■ Account Setup Using Siebel Automotive
Related Book
Siebel Security Guide
Account Setup Using Siebel Automotive
You set up the account hierarchy and organizational framework for accounts during the initial
application set up. See Siebel Applications Administration Guide on Oracle Technology Network
(http://www.oracle.com/technetwork/indexes/documentation/index.html) for initial and ongoing
procedures.
The abbreviated tasks in this topic address business reasons for maintaining data in the Accounts
screen of Siebel Automotive.
About Maintaining Account Integrity and Performance
Accounts are primarily maintained by end users, but there are some ongoing tasks you can perform
to make sure that the data integrity of accounts does not adversely affect the performance of Siebel
Automotive.
Working with Abandoned Accounts
End users may abandon accounts instead of changing their status to inactive, as shown in Table 3.
Abandoned accounts may increase the time necessary to conduct searches, queries, and other calls
to the database.
Table 3.
Working with Abandoned Accounts
If...
Then...
Assignment Manager is being used
Accounts are transferred to new account team
members during territory reassignments,
attrition, and other organizational changes.
Assignment Manager is not being used
You must:
■
Conduct routine queries to make sure that
accounts with no activity are marked as
inactive.
■
Make sure that all accounts have an active
team or at least a primary team member
assigned to the account.
Otherwise, accounts that are abandoned do not
appear in an end user’s My Accounts list.
The account is reactivated as an opportunity
later
The historical activities and opportunities
associated with that account is not available.
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Associating Vehicles with Accounts ■ Process of Using Automotive for Account
Management
About Querying for Abandoned Accounts
You can create queries to monitor accounts at intervals to make sure accounts have a primary team
member. If you locate an abandoned account, change the account Status to Inactive.
NOTE: Select an inactive status for an account, unless the account is a duplicate that does not need
to be merged with another account, or the inactive period exceeds your company’s data retention
period.
Process of Using Automotive for Account
Management
End users, such as sales and service representatives and fleet management representatives,
frequently work with accounts in Siebel Automotive. How an end user proceeds depends on whether
that user is working with an existing account or setting up a new one. If the account exists, the end
user may associate it with a contact or a vehicle in any of several views in the Accounts or Vehicles
screens.
After an account record has been created and a vehicle has been added to the Vehicle database by
the administrator, an end user or administrator can perform any of the following procedures in any
order; however, the end user may want to perform procedures in the following order for consistent
account management.
To manage their accounts, end users perform the following tasks:
1
“Associating a Vehicle with an Account” on page 18
2
“Associating a Vehicle with an Account by Relationship” on page 19
3
“Associating a Vehicle Using the Summary View” on page 20
NOTE: For additional end-user procedures related to accounts, see Siebel Applications
Administration Guide.
Associating a Vehicle with an Account
When a vehicle is associated with an account through the Vehicles screen using the More Info view
tab, the vehicle is directly associated with the account. For example, the account owns the vehicle
and has purchased it for its own use.
This task is a step in “Process of Using Automotive for Account Management” on page 18.
To associate a vehicle directly with an account
1
Navigate to the Vehicles screen.
2
Drill down on the VIN field link for a selected vehicle record.
3
Scroll down to the Vehicles form.
4
In the Account field, select a financial account.
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Associating Vehicles with Accounts ■ Associating a Vehicle with an Account by
Relationship
Related Topics
“Associating a Vehicle with an Account by Relationship” on page 19
“Associating a Vehicle Using the Summary View” on page 20
Associating a Vehicle with an Account by
Relationship
Table 4 lists the relationship of associating a vehicle with an account and an account with one or more
vehicles.
Table 4.
Relationship of Associating a Vehicle With an Account
When...
Then...
A vehicle is associated with an account through
the Vehicle Summary screen
The vehicle is associated with the account
through the relationship specified in the Vehicle
Summary screen.
An account is associated with one or more
vehicles that they have not purchased
The vehicle is associated with an account by
relationship.
For example, the account is the lessor, or
provides insurance or financing for the vehicle,
but the account does not own the vehicle.
The procedures in this topic describe how to associate a vehicle with an account or through a
summary view.
Use this procedure to associate a vehicle with an account by relationship.
This task is a step in “Process of Using Automotive for Account Management” on page 18
To associate a vehicle with an account by relationship
1
Navigate to the Accounts screen, then the Accounts List view.
2
Drill down on the Name field link for a selected account record.
3
Click the Vehicles view tab.
4
Scroll down to the Related Vehicles list.
5
Create a new record and select a relationship.
Related Topics
“Associating a Vehicle with an Account” on page 18
“Associating a Vehicle Using the Summary View” on page 20
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Associating Vehicles with Accounts ■ Associating a Vehicle Using the Summary View
Associating a Vehicle Using the
Summary View
The procedure in this topic describe how to associate a vehicle with an account using the Summary
view.
This task is a step in “Process of Using Automotive for Account Management” on page 18
To associate a vehicle with an account
1
Navigate to the Vehicles screen.
2
Drill down on the VIN field link for a selected vehicle record.
3
Click the Summary view tab.
4
Scroll down to the Account list, select a vehicle record, and set the relationship.
Related Topics
“Associating a Vehicle with an Account” on page 18
“Use this procedure to associate a vehicle with an account by relationship.” on page 19
20
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4
Managing Contacts
This chapter provides information about standard Siebel Automotive functionality for contact
management. It consists of the following topics:
■
“About Contacts” on page 21
■
“Scenario for Working with Automotive Contacts” on page 21
■
“Contacts Process Workflow” on page 22
■
“Contact Record Relationships” on page 23
■
“Process of Using Automotive to Work with Contacts” on page 23
■
“Managing Relationships Between Contacts” on page 24
■
“Associating a Vehicle with a Contact” on page 24
■
“Viewing Service History and Sales History for a Contact” on page 25
■
“Managing Service History Information” on page 25
NOTE: Your company’s application configuration and business processes may differ from the
procedures or business scenarios presented in this chapter.
About Contacts
In Siebel Automotive, contacts are people with whom the members of a company conduct business.
Contacts can also be people with whom a company expects to conduct business. Contacts may be
associated with one or more households or accounts, or they may stand on their own.
Scenario for Working with Automotive
Contacts
This topic provides a sample scenario for working with contacts. The order in which the procedures
are performed may vary based on your company’s business practices.
A potential customer contacts the call center of World Motor Corporation (WMC), expressing interest
in a vehicle. A sales representative creates a contact record in Siebel Automotive and records the
name and address for the customer. The sales representative creates categories specific to that
contact and associates the categories with the contact. She also learns that an existing contact
knows the current customer, so she creates a relationship between the two contact records. She
associates the contact’s record with one of WMC’s vehicles for future reference.
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Managing Contacts ■ Contacts Process Workflow
Contacts Process Workflow
Figure 2 illustrates the end-user workflow for working with contacts.
Figure 2.
Contacts Workflow
NOTE: For information about procedures not covered in this book, such as creating a contact and
related activities, see Siebel Applications Administration Guide, and for information about
multiorganization and position visibility, see Siebel Security Guide.
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Managing Contacts ■ Contact Record Relationships
Contact Record Relationships
A contact record allows multiple associations between most objects. Table 5 describes selected fields
and their relationships to contacts.
Table 5.
Selected Fields and Their Relationships to Contacts
Field
Relationship to Contacts
Address
More than one address may be specified for a contact. When the user selects a
street address for a contact associated with multiple addresses, a dialog box
appears allowing an end user to select one primary address for the contact.
An address record may be shared between many contacts or many accounts. As a
result, if you modify the address for a contact, it modifies the same address for
other contacts and accounts that use this address record.
Households
A contact may be associated with more than one household.
When the user selects a household for a contact associated with multiple
households, a dialog box appears allowing an end user to select one primary
household for the contact.
Contact
Method
This field allows an end user to indicate the contact’s preferred method of
communication by selecting it from the drop-down list.
Process of Using Automotive to Work
with Contacts
End users, primarily sales and service representatives and fleet management representatives,
frequently work with contacts in Siebel Automotive. How an end user proceeds depends on whether
that user is working with an existing contact or setting up a new one. If the contact exists, the end
user may associate it with a household or account in one of several views in the Contacts,
Households, or Accounts screens, or the user may not associate it with another object at all.
To work with contacts in Siebel Automotive, end users perform the following tasks:
1
“Managing Relationships Between Contacts” on page 24
2
“Associating a Vehicle with a Contact” on page 24
3
“Viewing Service History and Sales History for a Contact” on page 25
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Managing Contacts ■ Managing Relationships Between Contacts
Managing Relationships Between
Contacts
An individual may have a relationship with other contacts who influence purchasing decisions. If so,
an end user can track the relationships between the contact who has purchasing authority and those
who might influence the contact’s decisions.
NOTE: A relationship can only be created for a contact you created.
This task is a step in “Process of Using Automotive to Work with Contacts” on page 23.
To view, edit, create, and delete a relationship between contacts
1
Navigate to the Contacts screen, then the Contacts List view.
2
Drill down on the Last Name field link for a selected contact record.
3
Click the Relationships view tab.
4
In the Relationships list, add, edit, or delete records.
NOTE: A relationship can only be created for a contact you created.
Related Topics
“Associating a Vehicle with a Contact” on page 24
“Viewing Service History and Sales History for a Contact” on page 25
“Managing Service History Information” on page 25
Associating a Vehicle with a Contact
Use this procedure to associate a vehicle with a contact in the Contacts screen. Associating a vehicle
with a contact allows a dealer track an individual’s vehicle ownership traits, such as make or model.
This task is a step in “Process of Using Automotive to Work with Contacts” on page 23.
To associate a vehicle with a contact
1
Navigate to the Contacts screen, then the Contacts List view.
2
Drill down on the Last Name field link for a selected contact record.
3
Click the Vehicles view tab.
4
In the Vehicles list, add, edit, or delete records.
NOTE: Drill-down on the VIN and edit the fields on the Vehicles form to change the vehiclerelated preferences for the contact.
Related Topics
“Managing Relationships Between Contacts” on page 24
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Managing Contacts ■ Viewing Service History and Sales History for a Contact
“Viewing Service History and Sales History for a Contact” on page 25
“Managing Service History Information” on page 25
Viewing Service History and Sales
History for a Contact
Use this procedure to display information about the sales for a contact. The Service History tab
displays information about the types of services and repairs done on a contact’s vehicle.
This task is a step in “Process of Using Automotive to Work with Contacts” on page 23.
To view sales and service history information for a contact
1
Navigate to the Contacts screen, then the Contacts List view.
2
Select a contact record and take the following action:
To...
Drill down on the...
View sales history
Last Name field link and click the Sales History
view tab.
NOTE: The Sales History view is read-only.
For more information on service history, see
“Tracking Service History” on page 143.
View service history
Last Name field link and click the Service
History view tab.
For information on:
■
Entering service history information, see
“Managing Service History Information” on
page 25.
■
Tracking service history, see “Tracking
Service History” on page 143.
Related Topics
“Managing Relationships Between Contacts” on page 24
“Associating a Vehicle with a Contact” on page 24
“Managing Service History Information” on page 25
Managing Service History Information
Use this procedure to view, edit, create, and delete service history information for a contact.
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Managing Contacts ■ Managing Service History Information
This task is a step in “Process of Using Automotive to Work with Contacts” on page 23.
To view, edit, create, and delete service history information
1
Navigate to the Contacts screen, then the Contacts List view.
2
Drill down on the Last Name field link for a selected contact record.
3
Click the Service History view tab.
4
In the Service History list, add, edit, or delete records.
For more information on service history, see “Tracking Service History” on page 143.
Related Topics
“Managing Relationships Between Contacts” on page 24
“Associating a Vehicle with a Contact” on page 24
“Viewing Service History and Sales History for a Contact” on page 25
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Managing Dealers
This chapter provides information about standard Siebel Automotive functionality for dealer
management. It consists of the following topics:
■
“About Automotive Dealers” on page 27
■
“Scenario for Working with Automotive Dealers” on page 27
■
“Dealer Process Workflow” on page 28
■
“Process of Using Automotive for Dealer Management” on page 28
■
“Establishing Categories” on page 28
■
“Defining Dealer Profiles” on page 29
■
“Tracking Dealer Sales and Service Information” on page 30
NOTE: Your company’s application configuration and business processes may differ from the
procedures or business scenarios presented in this chapter.
About Automotive Dealers
In Siebel Automotive, a dealer is a franchised business, such as a car dealership, that is responsible
for selling vehicles and providing service to the consumer after the sale.
A dealer is both a target account and also a partner company to a manufacturer.
Dealers are viewed as:
■
Partner companies to the sales and service organization of a manufacturer because they need to
collaborate on opportunities and service requests.
■
Target customers to the field sales and service people of a manufacturer.
For information about sharing information with dealers, see Siebel Dealer Administration Guide.
Scenario for Working with Automotive
Dealers
This scenario is an example of a workflow performed as an end user. Your company may follow a
different workflow according to its business requirements.
A field representative for a vehicle manufacturer is responsible for working with auto dealers in
Michigan to make sure that they effectively represent their brand and satisfy their shared customers.
He is assigned the new dealership that the administrator has just established.
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Managing Dealers ■ Dealer Process Workflow
The representative uses Siebel Automotive to track his interactions with the new dealer and as a
repository for documents and general information about the dealer. He defines the different
categories that are used for the dealer.
Dealer Process Workflow
Figure 3 illustrates the end-user workflow for working with dealers.
Figure 3.
Dealers Workflow
NOTE: For information about procedures not covered in this book, such as updating contact and
activity information, see Siebel Applications Administration Guide.
Process of Using Automotive for Dealer
Management
Siebel Automotive gives end users the option of structuring customer information by focusing on
dealers rather than contacts. After the administrator has created a record for the dealer, end users
can add information on activities, contacts, opportunities, and agreements associated with the
dealer.
To manage dealer information, end users perform the following tasks:
1
“Establishing Categories” on page 28
2
“Defining Dealer Profiles” on page 29
3
“Tracking Dealer Sales and Service Information” on page 30
Establishing Categories
Categories can be created to track any information that end users want to use for dealers, such as
what competing dealerships are owned by the same dealer, or what dealer business method the
dealer uses.
This task is a step in “Process of Using Automotive for Dealer Management” on page 28.
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Managing Dealers ■ Defining Dealer Profiles
To view, edit, create, and delete a category
1
Navigate to the Dealers screen, then the Dealers view.
2
Drill down on the Name field link for a selected dealer record.
3
Click the Categories view tab.
4
In the Dealer Categories list, add, edit, or delete records.
Some fields are described in the following table.
Field
Description
Category
Select the type of Contact information, such as Holdings, Hot
Prospects, Interest, or Subsidiary.
NOTE: If the category does not appear in the dialog box, create a
new, record and enter information for the new category.
Category Rank
A value that defines the category. The rank can be any numeric value.
Value
The value assigned to the category. Create new values as required.
Value Rank
Importance of the value compared to other values.
Related Topics
“Defining Dealer Profiles” on page 29
“Tracking Dealer Sales and Service Information” on page 30
Defining Dealer Profiles
A dealer profile displays additional information about the dealer, including information about the
dealer’s revenue, competition, and products.
This task is a step in “Process of Using Automotive for Dealer Management” on page 28.
To view, edit, create, and delete a dealer profile
1
Navigate to the Dealers screen.
2
Drill down on the Name field link for a selected dealer record.
3
Click the Profile view tab.
4
In the Profile form, add, edit, or delete records.
Related Topics
“Establishing Categories” on page 28
“Tracking Dealer Sales and Service Information” on page 30
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Managing Dealers ■ Tracking Dealer Sales and Service Information
Tracking Dealer Sales and Service
Information
For each dealer, end users can track information about which vehicle makes are sold or serviced and
the hours of operation for its sales and service departments.
This task is a step in “Process of Using Automotive for Dealer Management” on page 28.
This topic consists of the following topics:
■
“Managing Vehicle Make Information” on page 30
■
“Listing Days and Hours for a Dealer” on page 30
Managing Vehicle Make Information
Use this procedure to view, edit, create, and delete vehicle make information for a dealer.
To view, edit, create, and delete vehicle make information for a dealer
1
Navigate to the Dealers screen.
2
Drill down on the Name field link for a selected dealer record.
3
Click the Sales and Service view tab.
4
In the Sales and Service list, add, edit, or delete records.
Related Topics
“Establishing Categories” on page 28
“Defining Dealer Profiles” on page 29
“Listing Days and Hours for a Dealer” on page 30
Listing Days and Hours for a Dealer
Use this procedure to list days and hours for a dealer.
To list days and hours for a dealer
1
Navigate to the Dealers screen.
2
Drill down on the Name field link for a selected dealer record.
3
Click the Sales and Service view tab.
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Managing Dealers ■ Tracking Dealer Sales and Service Information
4
In the Sales and Service link bar, click the Hours link.
If...
Then...
You want to specify sales department hours
In the Sales Hours list, for each day of the
week that the department is open, perform
the following steps:
You want to specify service department hours
1
Click New.
2
Select the day of the week.
3
Enter a Start Time and an End Time for the
day.
In the Service Hours list, for each day of the
week that the department is open, perform
the following steps:
1
Click New.
2
Select the day of the week.
3
Enter a Start Time and an End Time for the
day.
Related Topics
“Establishing Categories” on page 28
“Defining Dealer Profiles” on page 29
“Defining Dealer Profiles” on page 29
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Managing Lease and Loan
Accounts
This chapter provides information about standard Siebel Automotive functionality for managing lease
and loan accounts. It consists of the following topics:
■
“Scenario for Working with Lease and Loan Accounts” on page 33
■
“Lease and Loan Accounts Process Workflow” on page 35
■
“Process of Administering Financial Accounts” on page 35
■
“About Financial Accounts” on page 36
■
“Creating a Financial Product” on page 36
■
“About Adding Financial Accounts” on page 37
■
“Adding a Financial Account” on page 37
■
“Process of Viewing Asset Finance Information” on page 37
■
“Viewing Account Information” on page 38
■
“Viewing Contacts” on page 38
■
“Viewing Contact Address Information” on page 38
■
“Viewing Contracts” on page 39
■
“Viewing Vehicles Associated with a Financial Account” on page 40
■
“Viewing Manufacturer and Dealer Options” on page 40
■
“Viewing Originating Dealer Information” on page 41
■
“Viewing Partner and Dealer Employees” on page 41
■
“Process of Working with Title Information” on page 41
■
“Viewing Title Information” on page 41
■
“Viewing Title Detail Information for a Vehicle” on page 42
■
“Querying for Delinquent Titles” on page 42
NOTE: Your company’s application configuration and business processes may differ from the
procedures or business scenarios presented in this chapter.
Scenario for Working with Lease and
Loan Accounts
This scenario features sample tasks performed by managers and call center agents. Your
organization may follow a different workflow according to its business requirements.
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Managing Lease and Loan Accounts ■ Scenario for Working with Lease and Loan Accounts
Siebel Administrator
The Siebel administrator is responsible for creating an asset product finance type and for adding a
financial account.
Call Center Agent
An agent receives a call from a customer with questions about her account, vehicle, or title. After
identifying and authenticating the customer, the call center agent views the customer's accounts.
The call center agent reads the current balance to the customer, who then wants to know whether a
recent loan payment has been posted to her account. The call center agent confirms that the
payment was posted yesterday. Finally, if the caller wants to initiate a change of address, then the
agent initiates the change of address service request. In addition, the agent creates a log of all
activities performed with the customer.
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Managing Lease and Loan Accounts ■ Lease and Loan Accounts Process Workflow
Lease and Loan Accounts Process
Workflow
Figure 4 illustrates sample tasks that administrators and end users typically perform when managing
automotive accounts.
Figure 4.
Automotive Accounts Sample Tasks
Process of Administering Financial
Accounts
To administer financial accounts, perform the following procedures:
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Managing Lease and Loan Accounts ■ About Financial Accounts
1
“Creating a Financial Product” on page 36
2
“Adding a Financial Account” on page 37
Related Topics
“About Financial Accounts” on page 36
“About Adding Financial Accounts” on page 37
About Financial Accounts
A financial account is an instance of a financial product. For example, a lease account is an instance
of an Asset Finance product. Therefore an asset finance product must first be established in Siebel
Automotive. This product should correspond to the financial account type that is being retrieved from
the back-end. For more information about setting up products, see the topic about products and
pricing in Siebel Finance Guide.
Siebel Automotive provides users with information about the financial accounts in their portfolios. In
order to view data relevant for each individual account, Siebel Automotive dynamically modifies
certain applets to provide information that is specific to certain financial account products.
For example, for Asset Finance, Siebel Automotive displays the maturity date, APR, term, originating
dealer, vehicle, payoff amounts, and so on. It is the Type attribute that determines the set of detailed
information displayed for financial accounts associated with the product. For additional information
about Types, see the Siebel Finance Guide.
Creating a Financial Product
For the Financial Accounts screen to function properly, Siebel administrators must set the Account
Type to Asset Finance. Use this procedure to set the Account Type to Asset Finance.
This task is a step in “Process of Administering Financial Accounts” on page 35.
To create an asset finance product
1
Navigate to the Administration - Product screen, then the Products view.
2
Create a new record.
3
Complete the fields as necessary.
NOTE: Make sure that Asset Finance is the value selected in the Finance Product Type field.
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Managing Lease and Loan Accounts ■ About Adding Financial Accounts
About Adding Financial Accounts
In Siebel Automotive, administrators can add financial accounts from the Financial Accounts screen.
In many companies, Siebel Automotive is not an organization's primary method of record for
financial accounts. Typically a system administrator loads financial account information from another
source into Siebel Automotive.
NOTE: Financial account records must be associated with at least one contact when they are
created. If a financial account is not associated with a contact when it is created, the account does
not appear in the Financial Accounts screen.
Adding a Financial Account
The following procedure describes how to add a financial account in Siebel Automotive.
This task is a step in “Process of Administering Financial Accounts” on page 35.
To add a financial account
1
Navigate to the Financial Accounts screen, then the Financial Account List view.
2
Create a record.
3
Complete the fields as necessary.
Some fields are described in the following table.
Field
Status
Description
The Accounts status. Specifying Open allows the financial account to appear
in Siebel Automotive.
Account #
User-assigned number.
Product
Indicates the product associated with the account. This selection populates the
Type field.
Process of Viewing Asset Finance
Information
End users can view account and contact information, contracts, and so on from the Financial Account
List view. To view asset finance information, end users use the following procedures to view asset
finance information:
1
“Viewing Account Information” on page 38
2
“Viewing Contacts” on page 38
3
“Viewing Contact Address Information” on page 38
4
“Viewing Contracts” on page 39
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Managing Lease and Loan Accounts ■ Viewing Account Information
5
“Viewing Vehicles Associated with a Financial Account” on page 40
6
“Viewing Manufacturer and Dealer Options” on page 40
7
“Viewing Originating Dealer Information” on page 41
8
“Viewing Partner and Dealer Employees” on page 41
9
“Process of Working with Title Information” on page 41
Viewing Account Information
Use this procedure to view account information.
This task is a step in “Process of Viewing Asset Finance Information” on page 37.
To view account information
1
Navigate to the Financial Accounts screen, then the Financial Account List view.
2
Drill down on the Account # field link for a selected account record.
3
To see more information, click the More Info view tab.
Viewing Contacts
Use this procedure to view contacts associated with an account. You can also drill into the customer
to view more details on the contact.
This task is a step in “Process of Viewing Asset Finance Information” on page 37.
To view contacts associated with a financial account
1
Navigate to the Financial Accounts screen, then the Financial Account List view.
2
Drill down on the Account # field link for a selected account record.
3
Click the Contacts view tab.
Viewing Contact Address Information
Use this procedure to view contact address information.
This task is a step in “Process of Viewing Asset Finance Information” on page 37.
To view address information for an account
1
Navigate to the Financial Accounts screen, then the Financial Account List view.
2
Drill down on the Account # field link for a selected account record.
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Managing Lease and Loan Accounts ■ Viewing Contracts
3
Click the Addresses view tab.
Viewing Contracts
Contracts are legally binding documents executed between the lessor and the lessee. A contract is
usually created by a dealership agent after an application for a loan or lease is approved. The
contract holds the details of terms and conditions of a loan or lease and lists all the assets covered
by the contract. Contracts are stored as agreements within Siebel Automotive.
This task is a step in “Process of Viewing Asset Finance Information” on page 37.
Viewing Agreements Attached to an Account
Use this procedure to view agreements associated with a financial account.
To view all agreements attached to a financial account
1
Navigate to the Financial Accounts screen, then the Financial Account List view.
2
Drill down on the Account # field link for a selected account record.
3
Click the Agreements view tab.
Viewing Vehicle Itemized Costs
Use this procedure to view vehicle itemization details. The net price of the vehicle is usually
composed of various dealer-specific charges and official charges.
To view a vehicle’s itemization detail
1
Navigate to the Agreements screen, then the Agreements List view.
2
Drill down on a Name field link for a selected agreement record.
3
Click the Line Items view tab.
4
Select a line item record, and click the Vehicle Costs Itemization subview tab.
Viewing Lease and Loan Details
Use this procedure to view lease and loan details for an agreement.
To view lease/loan details for an agreement
1
Navigate to the Agreements screen, then the Agreements List view.
2
Drill down on a Name field link for a selected agreement record.
3
Click the Lease/Loan Details view tab.
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Managing Lease and Loan Accounts ■ Viewing Vehicles Associated with a Financial
Account
Associating a Financial Account with a Lease or Loan Agreement
Use this procedure to associate a financial account with a lease and loan agreement.
To associate a lease or loan agreement information with a financial account
1
Navigate to the Agreements screen, then the Agreements List view.
2
Select the agreement record you want to associate with a financial account.
3
In the Agreements form applet, click the Show More button.
4
In the Financial Account field, select a financial account record.
5
Navigate to the Financial Accounts screen, then the Financial Account List view.
6
Drill down on the Account # field for the financial account record you selected in Step 4.
7
Click the Agreements view tab to see the associated agreement.
Viewing Vehicles Associated with a
Financial Account
This procedure describes how to view a list of vehicles associated with a financial account.
This task is a step in “Process of Viewing Asset Finance Information” on page 37.
To view vehicles associated with a financial account
1
Navigate to the Financial Accounts screen, then the Financial Account List view.
2
Drill down on the Account # field link for a selected account record.
3
Click the Assets/Vehicles view tab.
Viewing Manufacturer and Dealer
Options
Use this procedure to view the manufacturer and dealer related options installed with the vehicle.
This task is a step in “Process of Viewing Asset Finance Information” on page 37.
To view manufacturer and dealer options with a vehicle
1
Navigate to the Financial Accounts screen, then the Financial Account List view.
2
Drill down on the Account # field link for a selected account record.
3
Click the Assets/Vehicles view tab.
4
Scroll down to the Vehicle Options applet.
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Managing Lease and Loan Accounts ■ Viewing Originating Dealer Information
Viewing Originating Dealer Information
Use this procedure to display information about the dealer who sold the vehicle and is responsible
for financing.
This task is a step in “Process of Viewing Asset Finance Information” on page 37.
To view originating dealer information
1
Navigate to the Financial Accounts screen, then the Financial Account List view.
2
Drill down on the Account # field link for a selected account record.
3
Click the Partner/Dealer view tab.
Viewing Partner and Dealer Employees
Use this procedure to display partner and dealer employees associated with a financial account. The
Employees list is read-only.
This task is a step in “Process of Viewing Asset Finance Information” on page 37.
To view partner and dealer employees
1
Navigate to the Financial Accounts, then the Financial Account List view.
2
Drill down on the Account # field link for a selected account record.
3
Click the Partner/Dealer view tab.
4
Scroll down to the Employees list applet.
Process of Working with Title
Information
To work with title information, end users perform the following tasks:
1
“Viewing Title Information” on page 41
2
“Viewing Title Detail Information for a Vehicle” on page 42
3
“Querying for Delinquent Titles” on page 42
Viewing Title Information
Use this procedure to view the titles associated with a financial account. The Asset Title view shows
the different vehicles attached to the financial account and the corresponding title information.
This task is a step in “Process of Working with Title Information” on page 41.
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Managing Lease and Loan Accounts ■ Viewing Title Detail Information for a Vehicle
To view title information associated with a financial account
1
Navigate to the Financial Accounts screen, then the Financial Account List.
2
Drill down on the Account # field link for a selected account record.
3
Click the Asset Title view tab.
4
In the Asset Title list, add, edit, or delete records.
Viewing Title Detail Information for a
Vehicle
Use this procedure to view details of the title. The Vehicle Title form displays details for the line
selected in the Asset Title list.
This task is a step in “Process of Working with Title Information” on page 41.
To view title detail information for a vehicle
1
Navigate to the Financial Accounts screen, then the Financial Account List.
2
Drill down on the Account # field link for a selected account record.
3
Click the Asset Title view tab.
4
Select a record, and scroll down to the Vehicle Title form applet.
5
In the Vehicle Title form, add, edit, or delete records.
Querying for Delinquent Titles
Use this procedure to query for delinquent titles across financial accounts and titles. The Delinquent
Title view displays all the titles that are outside of the company, that is, it displays only those titles
whose status is NOT EQUAL TO In House or Title Sent.
This task is a step in “Process of Working with Title Information” on page 41.
To query for delinquent titles
1
42
Navigate to the Financial Accounts screen, then the Delinquent Title List view.
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2
Select a query from the Queries drop-down list.
Some of the available queries are described in the table that follows:
Query
Description
30 Days Delinquent Titles
Displays records where the move date is from today’s date to 30
days past due.
60 Days Delinquent Titles
Displays records where the move date is from today’s date to 60
days past due.
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Managing End of Lease and
Remarketing Activities
This chapter provides information about using Siebel Automotive functionality to manage end of
lease activities and remarketing of leased, repossessed and corporate vehicles. It includes the
following topics:
■
“About End of Lease and Vehicle Remarketing” on page 45
■
“Scenario for Managing End of Lease and Vehicle Remarketing” on page 45
■
“Setup Tasks for End of Lease and Remarketing” on page 47
■
“Process of Managing End of Lease and Vehicle Remarketing” on page 60
■
“Workflow Process Reference for Vehicle Remarketing” on page 67
■
“Web Service Reference for Vehicle Remarketing” on page 82
About End of Lease and Vehicle
Remarketing
Siebel Automotive and Siebel Dealer allow you to manage end of term and to remarket leased
vehicles.
After a vehicle’s lease expires, the automotive company:
■
Schedules inspection of the vehicle at a dealer or at a third-party inspection vendor, and bills the
leasee for any liability.
■
Schedules an appointment for the leasee to return the vehicle to a dealer.
■
Attempts to sell the returned vehicle to dealers.
■
Sells the vehicle at auction if no dealer buys it.
These tasks are performed by the automobile company using Siebel Automotive and by dealers using
Siebel Dealer.
Scenario for Managing End of Lease and
Vehicle Remarketing
This topic gives one example of managing end of lease and vehicle remarketing. You may do this
differently, depending on your business model.
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Managing End of Lease and Remarketing Activities ■ Scenario for Managing End of
Lease and Vehicle Remarketing
Contacting Customers Whose Leases Are Ending
When a customer’s lease on a car is about to end, Siebel Automotive automatically generates
communications to the customer about the end-of-term process. If the customer does not respond
favorably to these communications, a call center agent from the automobile company’s end-of-term
department contacts the customer to try to convince the customer to buy a new car, buy the leased
car, or extend the lease, possibly by offering promotions or other incentives.
Remarketing is necessary if the customer wants to end the lease, rather than buying the leased car
or extending the lease. When the lease expires, the remarketing department will take possession of
the leased car and resell it.
Scheduling Vehicle Inspection and Turn-In
If the customer decides to turn in the vehicle, rather than extending the lease or purchasing the
vehicle, the agent uses this telephone call to schedule appointments for inspection in turn-in.
The remarketing agent schedules an inspection either with a dealer or with a third-party inspection
vendor. At the end of the lease, the vehicle must be inspected to see if there is excessive wear and
tear to the vehicle, which the customer is liable for.
The remarketing agent generally schedules a turn-in appointment with the dealer who leased the car
to this customer.
Completing the Inspection
During the inspection, the inspection agency or dealer enters details about the condition of the
vehicle.
If there are any outstanding charges as a result of the inspection, for example, charges to repair
damage to the vehicle, the agent prepares a liability statement with the charges and the reason for
each charge.
When the customer receives this liability statement, the customer may choose to have repairs done
before returning the vehicle, rather than paying the amount on the liability statement to the
automobile company. If so, the customer informs the remarketing agent, and the remarketing agent
schedules a new inspection and new turn-in date after the repairs are complete.
In the most common case, the customer chooses to pay the bill on the liability statement, or there
is no liability, so the customer can go to the scheduled turn-in appointment.
Returning the Vehicle
The customer usually returns the vehicle to the dealer where it was leased.
The dealer enters the vehicle return date, the odometer reading, and other information in the Siebel
Dealer Portal. The dealer also makes sure the Odometer Disclosure Statement is completed, signed
and returned to the automobile company.
If there are any remaining charges, for example because the odometer reading was greater than
expected, the agent at the automobile company prepares a liability statement and mails it to the
customer.
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Selling Vehicles to Dealers
The remarketing department at the automobile company tries to sell the returned vehicle to dealers.
The sales price to dealers is based on the automobile company’s internal pricing structure, guided
by data from organizations such as NADA, Kelley Blue Book, and Black Book.
The vehicle is automatically offered to the turn-in dealer when it is returned. This dealer can use the
Dealer Portal to purchase or to decline to purchase the vehicle.
If the turn-in dealer declines to purchase the vehicle or does not act within three days, then the
vehicle is automatically offered to other dealers.
Auctioning the Vehicle
If the vehicle is not purchased by any dealer, it is sold by auction. The remarketing department at
the automobile company plans for the auction sale and assigns the vehicle to the auction house that
is expected to make the most profitable sale.
Setup Tasks for End of Lease and
Remarketing
Before you can use Siebel Automotive to manage end of lease and vehicle remarketing, you must:
■
Set up the Siebel Dealer Portal and dealers’ access to it, as described in Siebel Dealer
Administration Guide.
■
Integrate with external information sources to share data with third-party inspection vendors, to
import fair market value data, and to share data with auction houses. For more information, see
“Web Service Reference for Vehicle Remarketing” on page 82.
■
Perform the following additional set-up tasks:
■
“Activating Workflow Processes for End of Lease and Remarketing” on page 47
■
“Configuring the Siebel Server to Run the Scheduling Job” on page 48
■
“Setting Up the Return Receipt (Odometer Disclosure Statement)” on page 49
■
“Setting Up the Fair Market Values” on page 51
■
“Setting Up the FMV Auction Values” on page 51
■
“Setting Up Auction Events and Pricing” on page 51
Activating Workflow Processes for End of Lease and
Remarketing
Some of the end of lease and remarketing functionality is driven by workflow processes, which you
must activate.
Activate all the workflow processes listed in “Web Service Reference for Vehicle Remarketing” on
page 82.
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For more information about how to activate workflow processes, see Siebel Business Process
Framework: Workflow Guide.
Configuring the Siebel Server to Run the Scheduling Job
When the automotive company schedules inspections with dealers and third-party inspection
agencies, all the inspections are listed in the Financial Accounts screen, Vehicle Batch Order
Inspection List view.
You can trigger the batch run to schedule all the listed inspections manually, as described in
“Scheduling Inspection and Turn-In Appointments” on page 61. However, it is recommended that you
configure the Siebel server to run the scheduling job regularly, for example, every night. You can do
this by setting up a component request. For more information on scheduling jobs, see Siebel
Applications Administration Guide.
To set up a component request to run the batch scheduling job
1
Navigate to the Administration - Server Configuration screen, Enterprises, then Component
Definitions view.
2
In the Component Request form, Query for the component Workflow Process Batch Manager.
3
If the component does not already exist, create it by adding new record to the Component
Definitions list and completing the necessary fields.
Some fields are described in the following table:
Field
Description
Component
Enter Workflow Process Batch Manager
Alias
WfProcBatchMgr
Component Type
Select Workflow Process Manager with Batch as the runtime
mode.
Component Group
Workflow Management
4
Navigate to the Administration - Server screen then the Jobs view.
5
Add a new record to the Jobs list and complete the necessary fields.
Some fields are described in the following table:
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Field
Description
Component/Job
Select Workflow Process Batch Manger.
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7
Field
Description
Repeating?
Select this check box.
Repeating Info
In the Repeating Info form, enter values in the Repeat Interval,
Repeat Unit and Scheduled Start fields to determine when the job
runs.
In the Job Parameters list, add new records with the following values in the fields.
Name Field
Value Field
Search Specification
[Account Type] = 'Asset Finance' AND [Account Status] = 'Open'
AND ([Maturity Date Diff] = 180 OR [Maturity Date Diff] = 90 OR
[Maturity Date Diff] = 30)
Workflow Process Name
eAuto CF Lease End Communication Workflow
User Name
Enter the user name.
Password
Enter the password.
Submit the job.
The status becomes Active, and the job runs at the repeat interval specified.
Setting Up the Return Receipt (Odometer Disclosure
Statement)
When the vehicle is returned, the dealer gives the customer a return receipt.
To set up the return receipt, perform the following steps:
■
“Creating a Return Receipt Category for Proposals” on page 49
■
“Creating the Proposal Template for the Vehicle Return Receipt” on page 50
■
“Adding the Proposal Template to the Siebel Business Application” on page 50
Creating a Return Receipt Category for Proposals
Add the value Vehicle Return Proposal as one of the proposal template types. This allows you to
choose Vehicle Return Proposal from the Category list of values when you create the proposal
template.
To add a value for this document to the list of values
1
Navigate to the Administration - Data screen, then the LOV Explorer view.
2
In the List Of Values - Type list, query for APPLICATION_TYPE.
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3
Click the Show More icon next to the APPLICATION_TYPE folder, then the Values folder, then the
MS_Word folder, then the Child List of Values folder.
4
In the Child List of Values list, add a new record and complete the necessary fields, described in
the following table:
Field
Description
Type
PROPOSAL_TEMPLATE_TYPE
Name
Vehicle Return Proposal
Creating the Proposal Template for the Vehicle Return Receipt
Use Microsoft Word to create the proposal template used for the vehicle return receipt. Give the
document the name, Vehicle Return Receipt.
Map the bookmarks in the Word document to the fields in the eAuto Vehicle Return business object,
eAuto Vehicle Return business component that you want to display in the return receipt. Give the
mapping the name, eAuto Vehicle Return Receipt Proposal.
For more information about creating proposal templates and mapping them to fields, see Siebel
Correspondence, Proposals, and Presentations Guide.
To create the mapping
1
Navigate to the Administration - Document screen, then the Proposal Field Mapping view.
2
In the Business Objects list, add a new record and complete the necessary fields, described in
the following table:
.
Field
Value
Mapping Name
eAuto Vehicle Return Receipt Proposal
Business Object
eAuto Vehicle Return
3
Double-click the Business Components folder, add a new record to the Business Components list,
and as the business component, select eAuto Vehicle Return.
4
Double-click the Business Component Fields folder, add new records to the Business Component
Fields list, and use these records to map the business component field to the bookmark for every
bookmark you added to the Word document.
Adding the Proposal Template to the Siebel Business Application
Finally, make the proposal template available in the Siebel Business Application.
To add the proposal template to the application
1
50
Navigate to the Administration - Document screen, Proposal Templates view.
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In the Templates list, add a new record and complete the necessary fields, described in the
following table:
.
Field
Description
Name
Enter Vehicle Return Receipt.
Category
Select Vehicle Return Proposal.
Mapping
Select eAuto Vehicle Return Receipt Proposal.
Template
Select the Word document where you created the template.
Setting Up the Fair Market Values
The Fair Market Values Reference Data is used to store the fair market values (FMV) of vehicle
products. This is used for reference, and it may be used in different ways depending on your business
model.
Typically, these values are imported into the Siebel application from data created by NADA, Kelley
Blue Book, Black Book, or similar organizations using the Vehicle Market Value Web service. See
“Vehicle Market Value Web Service” on page 85.
This data appears in the Administration - Application screen, Fair Market Values Reference Data view.
Setting Up the FMV Auction Values
Use this table to store the fair market auction values of vehicle products. This is used for reference,
and it may be used in different ways depending on your business model.
The data may be imported from an external source such as Kelley Blue book, or it may be created
by your own sales division.
After being entered or imported, this data appears in the Administration - Application screen, FMV
Auction Values Reference Data view.
Setting Up Auction Events and Pricing
To sell vehicles at auction, you must do the basic work of setting up auction events, such as entering
information about the auction houses that you work with.
For more information about setting up auction events, see Siebel Events Management Guide.
In addition, you must set up pricing for automotive auction events.
Key fields that affect pricing include:
■
Odometer. Entered in Vehicles screen, More Info view. This is the current mileage of the vehicle,
which is useful for calculating mileage adjustments.
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■
Damage Extent. Entered in Vehicles screen, More Info view. This is the damage that has
occurred to the vehicle, which is useful for calculating the damage adjustments based on the
value of the Damage Benchmark field, which is specific to each product.
■
Damage Adjustment Amount. Entered in Administration - Product screen, More Info, More
Info view.
■
Damage Benchmark Amount. Entered in Administration - Product screen, More Info, More Info
view.
■
Excess Mileage Factor. Entered in Administration - Product screen, More Info, More Info view.
This is the decimal value that is multiplied with the Excess Mileage, with the result deducted from
Vehicle Price. It is specific to each product.
Process of Setting Up Pricing for Auction Events
This topic describes how to set up pricing for auction events.
To set up pricing for auction events, perform the following tasks:
1
“Setting Up the Price Vehicle and Price All Vehicles Buttons” on page 52
2
“Creating Adjustments for Geographic and Vehicle Attributes” on page 56
3
“Creating Adjustments for Mileage” on page 58
4
“Creating a Price List for the Auction” on page 59
5
“Adding Vehicles to be Auctioned” on page 59
Setting Up the Price Vehicle and Price All Vehicles Buttons
You must create signals and variable maps to set up the Price Vehicle and Price All Vehicles buttons
in the Events screen, Auction Events, Vehicles view.
This task is a step in “Process of Setting Up Pricing for Auction Events.”
For more information about signals and variable maps, see Siebel Order Management Infrastructure
Guide.
NOTE: The steps below describe how to set up the buttons as they are already set up in the product.
If you want to keep the behavior of these buttons without any changes, you do not have to set up
these buttons. If you want to change the behavior of these buttons, you can modify and adjust the
steps below to meet your own requirements.
Creating Signals for the buttons
The steps for creating the signals are similar for the two buttons.
To create or modify the signal
1
52
Navigate to Administration - Order Management screen, then the Signals view.
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2
In the Signals list applet, create a new signal record with name, PriceAuctionVehicle, and enter
a description of the signal.
NOTE: For the Price All Vehicles, button, create a new signal record with the name,
PriceAllAuctionVehicles, and enter a description of the signal.
3
Save the record.
4
Lock the signal by selecting the Locked Flag check box.
5
In the Versions list, click the Work Space link.
6
In the Actions list, create a new record, or select an existing record, and complete the necessary
fields, described in the following table:
7
Field
Value
Sequence
1
Service Type
Workflow
Service Name
PSP Driver Workflow Process
Service Method
RunProcess
Mode
Auto Vehicle
Instance Type
Line Item
In the Parameters list applet, enter input arguments for the action. As an example, parameters
for the PriceAuctionVehicle signal are listed in the following table:
Input Argument
Value
CPScope
Whole
RowScope
For the PriceAuctionVehicle signal: Selected
For the PriceAllVehicles signal: All
8
9
SubPSPWFName
Auto CF Asset Pricing Procedure
Variable Map - Context
Price Auction Vehicle - Context
Variable Map - Row Set
Price Auction Vehicle - Row Set
Optionally, to specify a CanInvoke check, complete the fields in the Properties list, as described
in the following table:
Field
Value
Name
CanInvoke
Value
Any [$CanUpdate]='Y'
Navigate back to the Signals list.
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10 Click the Release New Version button to release the new version of the signal.
NOTE: After releasing a new version, you must start a new user session by logging out and logging
in again, before you can test the new version.
Creating Variable Maps for Context and Row Set
To set up these buttons, you must also create or modify variable maps.
To create a new variable map
1
Navigate to the Administration - Order Management screen, then the Variable Maps view.
2
In the Variable Maps list, add a new record and enter a name.
3
Lock the variable map by selecting the Locked Flag check box.
4
In the Versions list, click the Work Space hyperlink to drill down on the version of the new
variable map.
5
Click the Modes tab, and in the Modes list, define the modes for this variable map.
■
For Price Auction Vehicle - Context, enter Any as the mode and Header as the object name.
■
For Price Auction Vehicle - Row Set, enter Any as the mode and Line Item as the object name.
6
Click the Details tab.
7
In the Variable Definitions list, create variable definitions. Variable definitions are the same for
the Price Vehicle button and the Price All Vehicles button.
8
Variable definitions for the variable map Price Auction Vehicle - Context are listed in the following
table:
Sequence
Variable Name
In/Out
Type
On Null
1
Price List Id (The Id of the
Price List selected for this
auction in the Events screen,
Auction Events view.)
In
ID
Ignore
2
Header Id
In
ID
Ignore
Variable definitions for the variable map Price Auction Vehicle - Row Set are listed in the following
table:
54
Sequence
Variable Name
In/Out
Type
On Null
1
Product Id (The Id of the
Product that the vehicle is
based on.)
In
ID
Ignore
2
Id
In
ID
Ignore
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Sequence
Variable Name
In/Out
Type
On Null
3
Geographic Location (As
entered in the Vehicle screen,
More Info view, State field.)
In
Text
Ignore
4
Purchase Price (This field is
updated with the calculated
price of the vehicle, which is
displayed in the Events
screen, Auction Events,
Vehicles view, Resale Price
field.
In/Out
Currency
Ignore
5
Damage
In
Number
Ignore
6
Mileage
In
Number
Ignore
7
Currency Code (Defaulted to
the local currency.)
In
Text
Ignore
8
Exchange Date (Defaulted to
the current date.)
In
Date
Ignore
9
Exterior Color (Taken from
the vehicle attribute in the
Vehicles screen.)
In
Text
Ignore
10
Engine (Taken from the
vehicle attribute in the
Vehicles screen.)
In
Text
Ignore
11
Transmission (Taken from the
vehicle attribute in the
Vehicles screen.)
In
Text
Ignore
12
Damage Benchmark
In
Number
Ignore
13
Multiplicative Factor
In
Number
Ignore
14
Damage Adjustment Amount
in
Number
Ignore
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9
In the Variable Sources list, define the source of the variable for each mode. The same fields are
used for the Price Vehicle and Price All Vehicles buttons.
Variable sources for the variable map Price Auction Vehicle - Context are listed in the following
table:
Mode
Path
Source Type
Auto Vehicle
$Current/Header/Auction Price List Id
In
Auto Vehicle
$Current/Header/Event Row Id
In
Variable sources for the variable map Price Auction Vehicle - Row Set are listed in the following
table:
Mode
Path
Source Type
Auto Vehicle
$Current/Line Item/Product Id
In
Auto Vehicle
$Current/Line Item/Asset Id
In
Auto Vehicle
$Current/Line Item/Geographic Location
In
Auto Vehicle
$Current/Line Item/Purchase Price
In/Out
Auto Vehicle
$Current/Line Item/Damage
In
Auto Vehicle
$Current/Line Item/Mileage
In
Auto Vehicle
$Current/Line Item/Currency Code
In
Auto Vehicle
$Current/Line Item/Exchange Date
In
Auto Vehicle
$Current/Line Item/Exterior Color
In
Auto Vehicle
$Current/Line Item/Engine
In
Auto Vehicle
$Current/Line Item/Transmission
In
Auto Vehicle
$Current/Line Item/Damage Benchmark
In
Auto Vehicle
$Current/Line Item/Multiplicative Factor
In
Auto Vehicle
$Current/Line Item/Damage Adjustment
Amount
In
10 Define child variable maps, as necessary.
11 Navigate back to the Variable Maps list applet and click the Release New Version button to release
the variable map version.
Creating Adjustments for Geographic and Vehicle Attributes
When you create a price list, you will adjust the list price for each vehicle based on attributes that
represent its geographic location and its customizable features. In this step, you create these
attribute adjustments.
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The attributes are visible in the Administration - Product screen, More Info, More Info view. The list
price in the price list is the base line price for these vehicles, and the price is adjusted based on the
value of these attributes: for example, the price might be higher if a vehicle has a more powerful
engine.
This task is a step in “Process of Setting Up Pricing for Auction Events.”
To create adjustments for Geographic and Vehicle Attributes
1
Navigate to the Administration - Pricing screen, then the Attribute Adjustments view.
2
In the Attribute Adjustments list, add a new record and complete the necessary fields, as
described in the following table:
3
Field
Value
Name
Auto CF Asset Pricing Adjustments
Class
The Product Class of the Product
Type
Single Dimension
Effective From
Enter the start date of the time period when this attribute
adjustment is active
Effective To
Enter the end date of the time period when this attribute
adjustment is active
Specify Dimensions and Domains for the attributes you created:
a
In the Attribute Adjustments list, select the attribute adjustment whose dimensions you are
specifying.
b
In the More Info view, click Create Result Dimensions.
c
Click the Dimensions view tab.
d
In the Dimensions list, add a record for each dimension that affects the price and complete the
necessary fields, as described in the following table:
Dimen
sion
Type
Name
Op
Var
Map
Type
Var
Name
Data
Type
Domain
Type
Boun
ded
Condition
Geographic
Location
=
Row
Geographic
Location
Text
LOV
Y
STATE_AB
BREV
1
Asc
Condition
Transmission
=
Row
Transmission
Text
LOV
Y
AUTO_TRA
NSMISSIO
N_TYPE
1
Asc
LOV
Sort
Ord
er
Sort
Meth
od
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Dimen
sion
Type
Name
Condition
Condition
4
Op
Var
Map
Type
Var
Name
Data
Type
Domain
Type
Boun
ded
Engine
=
Row
Engine
Text
LOV
Y
Exterior
Color
=
Row
Exterior
Color
Text
LOV
Y
Sort
Ord
er
Sort
Meth
od
AUTO_ENG
INE_TYPE
1
Asc
AUTO_EXT
ERIOR
1
Asc
LOV
Add conditions, which are the rules that state the result of the adjustment for each combination
of condition dimensions:
a
In the Attribute Adjustments list, select the attribute adjustment whose rules you are specifying.
b
Click the Conditions view tab.
The conditions list appears, with a Name column for the name of each condition.
c
5
If all domain values of each dimension impact price, you can generate rules as follows:
❏
In the Attribute Adjustment form, click Generate Rules. Records are added to the Rules
list with every possible combination of domain values of the condition dimensions
domains.
❏
In the Rules list, enter the Adjustment Type and Adjustment Value for each record.
❏
In the Conditions form, enter the rules.
Associate variable maps with these pricing adjustments:
a
Navigate to the Administration - Pricing screen, Attribute Adjustments, then the Variable Map
view.
b
Select the appropriate row set and context variable maps from the pick lists.
Creating Adjustments for Mileage
You create a discount matrix to adjust the prices for mileage.
This task is a step in “Process of Setting Up Pricing for Auction Events.”
To create adjustments for mileage
1
Navigate to the Administration - Pricing screen, then the Discount Matrices View.
2
Add a new record to the Discount Matrices list and complete the necessary fields, as described
in the following table:
58
Field
Value
Name
Auto CF Mileage Adjustments
Discount Matrix Type
Product-Based Adjustment
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3
In the Discount Criteria list, add records for all the criteria dimensions that you want made
available in the discount matrix.
The criteria dimensions that you can add depend on the value selected in the Discount Matrix
Type field in Step 2.
4
After all the necessary criteria dimensions are added (Mileage Lower Bound, Mileage Upper
Bound, Product), click Complete Definition in the Discount Matrix list.
Clicking this button freezes the definition of the discount matrix. After this step, you cannot
change the discount matrix type or the criteria dimensions.
Creating a Price List for the Auction
Now that you have created adjustments, you can create a price list for the auction which adjusts
prices of vehicles based on their list price and on those adjustments.
This price list can apply to many auctions, and you link it specific auctions in the Events screen.
For more information about creating price lists, see Siebel Pricing Administration Guide.
This task is a step in “Process of Setting Up Pricing for Auction Events.”
To create a price list
1
Navigate to the Administration - Pricing screen, then the Price List view.
2
In the Price List list, add a new record and complete the necessary fields.
3
Drill down on the Name field of the price list.
4
Add a line item for each product and complete the necessary fields. Some fields are described in
the following table:
5
Field
Value
Product
Select the product.
Attribute Adjustment
Select the adjustment for this product.
Link the price list to a specific auction:
a
Navigate to the Events screen, then the Auction Events view.
b
In the Auction Events list, select the desired auction.
c
In the Price List field, select the desired price list.
Adding Vehicles to be Auctioned
Now, you can add the vehicles to be auctioned at a given auction. For each auction, add the vehicles
and select the appropriate adjustment used for each vehicle.
This task is a step in “Process of Setting Up Pricing for Auction Events.”
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To add the vehicles to be auctioned
1
Navigate to the Events screen, the Auction Events, and then the Vehicles view.
2
For each vehicle to be auctioned, add a record to the Vehicles list and complete the necessary
fields.
Process of Managing End of Lease and
Vehicle Remarketing
To manage end of lease and vehicle remarketing, perform the following tasks:
1
“Contacting Customers Whose Leases Are Ending” on page 60
2
“Scheduling Inspection and Turn-In Appointments” on page 61
3
“Entering Inspection Information (Dealer or Third-Party)” on page 63
4
“Viewing Inspection Information and Generating Charges” on page 63
5
“Receiving Returned Vehicles (Dealer)” on page 64
6
“Selling Returned Vehicles to Dealers” on page 64
7
“Auctioning Returned Vehicles” on page 65
Contacting Customers Whose Leases Are Ending
Siebel Automotive automatically contacts customers whose leases will end soon to convince them to
buy or lease a new vehicle, to buy the leased vehicle, or to extend the lease. Communications are
generated by the workflow process “eAuto CF Lease End Communications Workflow Process” on
page 71.
If the customers do not respond to these automatic communications, the remarketing agent contacts
them and attempts to convince them to buy or lease a new vehicle, to buy the leased vehicle, or to
extend the lease. If the customer does not buy the leased vehicle or renew the lease, the agent
schedules inspection and turn-in of the leased vehicle and enters information about the leased
vehicle.
Remarketing agents usually have their Siebel Automotive application set up so the customers whose
leases will end soon are displayed on their home page when they log in. If not, they can find these
customers by using the following procedure.
This task is a step in “Process of Managing End of Lease and Vehicle Remarketing” on page 60.
To contact customers whose leases are ending
1
Navigate to the Financial Accounts screen, then the Financial Account List view.
2
Query to find all records where the value in the Type field is Asset Finance and the value in the
Status field is not Closed.
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3
Sort the records based on the value in the Maturity Date field, so leases that will expire soon are
at the top of the list.
4
For leases that will expire soon, drill down on the account number to see more information, and
review the account to see correspondence from the customer, possible delinquency activities,
and other information.
5
Click the Activities view tab to view correspondence that was sent to the customer.
6
Check whether the customer has decided to turn in the vehicle:
If the value in the Account States field in the Financial Account form is Turn In, the customer has
decided to turn in the vehicle.
7
If the customer has not decided whether to turn in the vehicle, telephone or write the customer
to see whether they want to renew the lease or buy the vehicle.
Scheduling Inspection and Turn-In Appointments
If the customer does not want to renew the lease or buy the leased car, the remarketing agent
schedules the inspection appointment at a dealer or a third-party inspection agency, to determine
whether there is any damage to the vehicle that the customer is liable for. At the same time, the
remarketing schedules a turn-in appointment at a dealer, usually at the same dealer where the
customer leased the vehicle.
All inspection appointments scheduled are listed in the Batch Inspection view. The appointments in
this list are sent to the inspection agencies every night.
After the remarketing agent adds this record to indicate that inspection is necessary, the dealer or
inspection agency follows up with the customer to set the date and time of the inspection
appointment.
This task is a step in “Process of Managing End of Lease and Vehicle Remarketing” on page 60.
To schedule the inspection appointment
1
Navigate to the Financial Accounts screen, then the Financial Account List view.
2
Drill down on the Account number for the vehicle.
3
Click the Asset Inspection view tab.
4
Create a new Asset Inspection Summary record and complete the necessary fields, described in
the following table:
Field
Description
Ordered
Displays the current date and time.
Status
Select Scheduled.
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Field
Description
Asset ID/VIN
Select the identification number for the vehicle.
Company
Select the company that will perform the inspection. This may be
either a dealer or a third-party inspection agency.
To view vehicles scheduled for the batch inspection run
■
Navigate to the Financial Accounts screen, then the Vehicle Batch Order Inspection List view.
NOTE: You can trigger the batch run by using the following procedure, or you can configure it to run
regularly, as described in “Configuring the Siebel Server to Run the Scheduling Job” on page 48.
To run batch inspection
1
Navigate to the Financial Accounts screen, then the Vehicle Batch Order Inspection List view.
2
Click Schedule Inspection.
Scheduling Turn-In Appointments
During this telephone call, the remarketing agent also makes an appointment for the customer to
turn in the vehicle. Usually, the vehicle is turned in at the same dealer where it was leased.
You share information with dealers using the Siebel Dealer Portal.
To schedule the Turn-in Appointment
1
Navigate to the Financial Accounts screen.
2
Drill down on the Account number for the vehicle.
3
Click the Asset Turn In view tab.
4
Create a new Asset Turn In record and complete the necessary fields, described in the following
table:
.
Field
Description
Turn-In Date
Select the date and time of the appointment.
Asset ID/VIN
Select the identification number for the vehicle.
Turn-In Mileage
Enter the mileage at the time of turn in.
Partner/Dealer
Select the dealer where the vehicle will be turned in.
Status
Select Scheduled.
Possible values are Scheduled, Confirmed, and Actual.
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Canceling an Inspection Appointment
If necessary, you can cancel an inspection appointment. For example, a customer may call and say
that he or she has a conflicting appointment at that time.
To cancel a scheduled inspection
1
Navigate to the Financial Accounts screen, then the Financial Account List view.
2
Drill down on the Account number for the vehicle.
3
Click the Asset Inspection view tab.
4
In the record for the appropriate inspection appointment, in the Canceled field, select the current
date and time.
Entering Inspection Information (Dealer or Third-Party)
Either a third-party inspection vendor or a dealer may perform the inspection.
After it sees that the automobile company has added an asset inspection record, it contacts the
customer to set the date and time of the inspection appointment.
If a third-party vendor performs the inspection, the inspection information is usually entered in the
vendor’s own application. You can obtain the inspection information by integrating Siebel Automotive
with the third party vendor’s application using Web services.
If a dealer performs the inspection, she can enter the inspection information in the Dealer Portal. For
more information, see Siebel Dealer Administration Guide.
This task is a step in “Process of Managing End of Lease and Vehicle Remarketing” on page 60.
Viewing Inspection Information and Generating
Charges
After the inspection, the agent receives information from the inspection agency which appears in the
Asset Inspection, Inspection Assessment Summary view of Siebel Automotive. This includes the
following forms:
■
Body Assessment form. The inspection agency entered the number of small and large dings,
dents, and scratches and the cost of repairing them.
■
Excess Usage form. The inspection agency entered the actual odometer reading at the time of
inspection. The area also displays the initial odometer reading, the mileage allowed by contract,
and the per mile charge for excess mileage beyond what is allowed by contract.
The remarketing agent calculates the charges to the customer based on the information entered by
the inspection agency. These charges appear in the Asset Inspection, Inspection Assessment Details
view.
The agent generates an invoice and mails it to the customer.
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The customer may want to do some of the repairs and take the car for inspection again after the
repairs are complete, or the customer may decide to pay the charge. If a second inspection is
needed, the agent schedules a new inspection appointment and turn-in appointment, as described
in “Scheduling Inspection and Turn-In Appointments” on page 61.
This task is a step in “Process of Managing End of Lease and Vehicle Remarketing” on page 60.
To view inspection information and generate charges
1
Navigate to the Financial Accounts screen.
2
Drill down on the Account number for the vehicle.
3
Click the Asset Inspection view tab.
4
Select the appropriate Asset Inspection Summary record.
The Inspected field of the Asset Inspection Summary record tells you when the vehicle was
inspected.
5
Scroll down, and click Generate Charges.
6
Click the Inspection Assessment Details link to view the details of the charges, which were
inserted here when you clicked Generate Charges.
7
Click Generate Invoice, print the invoice, and mail the invoice to the customer.
Receiving Returned Vehicles (Dealer)
At the time of the turn-in appointment, the dealer receives the returned vehicle and logs into the
Dealer Portal to complete information such as the actual return date and the actual return mileage.
For more information, see Siebel Dealer Administration Guide.
This task is a step in “Process of Managing End of Lease and Vehicle Remarketing” on page 60.
Selling Returned Vehicles to Dealers
After the dealer has received the returned vehicle, the automobile company tries to sell the vehicle
to dealers.
When the dealer receives the vehicle, it is automatically posted for sale to the receiving dealer on
the Dealer Portal.
The sales price is automatically based on the residual value of the vehicle, which appears in the
Current Residual field of the Financial Accounts screen, Assets/Vehicles view.
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Initially, the vehicle is only visible to the dealer who leased it and the dealer who received it, who
have the exclusive right to purchase the vehicle. If these dealers decline to purchase the vehicle, or
if they do not act within three days, the vehicle automatically becomes visible and available to all
the dealers in the same territory as this dealer. The territory is a geographical area that is associated
with every dealer. If no dealer purchase the vehicle within ten days, it is removed from the vehicle
purchase list and is no longer available for sale.
In the Dealer Portal, dealers can purchase or decline to purchase the vehicle. For more information,
see Siebel Dealer Administration Guide.
This task is a step in “Process of Managing End of Lease and Vehicle Remarketing” on page 60.
Auctioning Returned Vehicles
If no dealers buys the product, the account manager works with an auction house to plan the event
where this vehicle will be auctioned.
When the information about the auction event is available, the account manager enters the
information about the event and about all the cars that will be auctioned at that event in Siebel
Automotive, and sends this information to the auction house by email.
This task is a step in “Process of Managing End of Lease and Vehicle Remarketing” on page 60.
Entering Information About an Auction Event
After planning of an auction event is complete, the account manager enters information about the
auction event.
To enter information about the auction event
1
Navigate to the Events screen, then the Auction Event List view.
2
Add a new record and complete the necessary fields, described in the following table:
.
Field
Description
Event ID
Displays an identification number for the event.
Event Type
Select the type of auction. Options are Open, Close, Online,
Employee Sale.
Event Sub Type
Select the sub-type of the auction.
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Field
Description
Event Status
Displays the status of the event. The field is populated as follows:
■
In Planning. Set automatically when the Event record is
created.
■
Scheduled. After you have entered all the necessary data
about the auction, select Scheduled manually in the Status
field to cancel the event.
■
Closed. Select this value after the auction has closed.
■
Cancelled. Select Cancelled manually in the Status field to
cancel the event.
■
No Sale. Select No Sale manually in the status field if no
vehicles are sold at the event.
Event Date
Enter the date of the event.
Event Price List
Select the price list for the auction. This list specifies the base
price, the minimum price accepted for each vehicle.
Auction ID
Select the auction house.
Auction House
Displays the name of the auction house after you select the house
in the Auction ID field.
Cancel Date
Displays the date when the auction was cancelled. If you select
Cancelled in the Status field, this field is automatically populated
with the current date.
Team
Displays the team at the automotive company that deals with this
auction house. This is populated automatically when you select
the house in the Auction ID field.
Created By
Displays the user ID of the employee who created this record.
Event Volume
Displays the sum of all volume that the remarketing department
wants to include in this event. This is a forecast for the event.
Adding Vehicles to an Auction Event
You can add vehicles to an auction event when you create the Auction Event record or at a later time.
To add vehicles to the auction event
1
Navigate to the Events screen, then the Auction Event List view.
2
Drill down on the Event ID field for the auction you want to add the vehicle to.
The Auction Event form and Vehicles list appears.
3
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Add a new record to the Vehicles list.
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In the VIN field of the new record, select the vehicle.
Other fields of the Vehicles record, such as make, model, and year are automatically populated.
5
Enter the base price of vehicles in one of two ways:
a
Select vehicles and click Price Vehicle to price the selected vehicles.
b
Click Price All to price all vehicles.
The price of each vehicle is displayed in the Resale Price field, based on the price list and on the
attributes of the vehicle.
6
If you want to see the details of how this price was determined, you can click the Resale Price
field to display a pricing waterfall.
For more information about pricing waterfalls, see Siebel Pricing Administration Guide.
Sending Info to the Auction House
After you have defined the auction event and added vehicles to it, you transmit this information to
the auction house using the Auction List Web service. For more information, see “Auction List Web
Service” on page 88.
Workflow Process Reference for Vehicle
Remarketing
End of lease and remarketing uses the following workflow processes:
■
“Auto CF EOT Account States Vehicle Turn In Workflow Process” on page 68
■
“Auto CF EOT Account States Vehicle Inspection Workflow Process” on page 69
■
“Auto CF Schedule Inspection Workflow Process” on page 70
■
“Auto Generate Charges Workflow Process” on page 70
■
“eAuto CF Lease End Communications Workflow Process” on page 71
■
“eAuto CF Lease End Comm1 XML Generation Workflow Process” on page 73
■
“eAuto CF Lease End Comm2 XML Generation Workflow Process” on page 74
■
“eAuto CF Lease End Comm3 XML Generation Workflow Process” on page 75
■
“eAuto Vehicle Return Workflow Process” on page 76
■
“Auto CF Activity Attachment Workflow Process” on page 77
■
“Auto Dealer Vehicle Purchase Workflow Process” on page 77
■
“Auto CF EOT Account States Vehicle Dealer Turn In Workflow Process” on page 78
■
“Auto VehiclePublishForPurchaseORAuction Workflow Process” on page 78
■
“Auto CF Auction Vehicle List Workflow Process” on page 79
■
“eAuto Vehicle Return Inspection Report Workflow Process” on page 80
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■
“eAuto Vehicle Go To Vehicle Attachments View Workflow Process” on page 80
■
“Auto CF Asset Pricing Procedure Workflow Process” on page 81
Auto CF EOT Account States Vehicle Turn In Workflow
Process
This workflow process inserts account states for the financial account, based on the turn-in status of
the vehicle. It is triggered when a new record is saved in the Asset Turn In view.
This workflow process is shown in Figure 5.
Figure 5.
Auto CF EOT Account States Vehicle Turn In Workflow Process
Workflow Process Description. This workflow process performs the following actions:
1
Scheduled? This step checks the value of the Turn In Status for the new saved record and if it
is equal to Scheduled, the next step would be Acc States equal to Turn In.
2
Acc States equal to Turn In. This step inserts the Account States record with the value Turn In.
3
Confirmed? This step checks the value of the Turn In Status for the new saved record and if it
is equal to Confirmed, the next step would be Acc States equal to Confirm Turn In.
4
Acc States equal to Confirm Turn In. This step inserts the Account States record with the
value Confirm Turn-in.
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Actual? This step checks the value of the Turn In Status for the new saved record and if it is
equal to Actual, the next step would be Acc States equal to Actual Turn In.
6
Acc States equal to Actual Turn In. This step inserts the Account States record with the value
Actual Turn-in.
7
Refresh UI. This step refreshes the view to reflect the change in Account State.
Auto CF EOT Account States Vehicle Inspection
Workflow Process
This workflow process inserts the account states for the financial account, based on the value of the
inspection status of the vehicle. It is triggered when a new record is saved in the Asset Inspection
view.
This workflow process is shown in Figure 6.
Figure 6.
Auto CF EOT Account States Vehicle Inspection Workflow Process
Workflow Process Description. This workflow process performs the following actions:
1
Scheduled? This step checks the value of the Inspection Status for the new saved record and if
it is equal to Scheduled, the next step would be Acc States equal to Inspection Ordered.
2
Acc States equal to Inspection Ordered. This step inserts the Account States record with the
value Inspection Ordered.
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Inspected? This step checks the value of the Inspection Status for the new saved record and if
it is equal to Inspected, the next step would be Acc States equal to Inspected.
4
Acc States equal to Inspected. This step inserts the Account States record with the value
Inspected.
5
Completed? This step checks the value of the Inspection Status for the new saved record and
if it is equal to Completed, the next step would be Acc States equal to Inspection Completed.
6
Acc States equal to Inspection Completed. This step inserts the Account States record with
the value Inspection Completed.
7
Refresh UI. This step refreshes the view to reflect the change in Account State.
Auto CF Schedule Inspection Workflow Process
This workflow process generates a list of vehicles that need to be scheduled for inspection.
This workflow process is shown in Figure 7.
Figure 7.
Auto CF Schedule Inspection Workflow Process
Workflow Process Description. This workflow process performs the following actions:
1
Get the Vehicles List. This step finds all the vehicles that need to be scheduled for inspection.
Uses the EAI Siebel Adapter service to query for the vehicles.
2
Write to File. This step retrieves the list of vehicles from the previous step and writes that list
to an XML file.
Auto Generate Charges Workflow Process
This workflow process generates the inspection charges for the inspected vehicle.
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This workflow process is shown in Figure 8.
Figure 8.
Auto Generate Charges Workflow Process
Workflow Process Description. This workflow process performs the following actions:
1
Query FS Charge BC for Wear Charges. This step queries the FS Charge table for the records
whose type is Wear Charges.
2
Wear Charges Exists? This step checks whether any record with Wear Charges type exists. If
so, the next step is Update Wear Charges; if not, the next step is Insert Wear Charges.
3
Update Wear Charges. This step updates the Wear Charges record of the vehicle with the total
wear charge.
4
Insert Wear Charges. This step inserts the Wear Charges record for the inspected vehicle.
5
Query FS Charge BC for Mileage Charges. This step queries the FS Charge table for the
records whose type is Mileage Charges.
6
Mileage Charges? This step checks whether any record with Mileage Charges type exists. If so,
the next step is Update Mileage Charges; if not, the next step is Insert Mileage Charges.
7
Update Mileage Charges. This step updates the Mileage Charges record of the vehicle with the
Total Mileage charge.
8
Insert Mileage Charges. This step inserts the Mileage Charges record for the inspected vehicle.
9
Refresh FS Charge BC. This step refreshes the Charges records.
eAuto CF Lease End Communications Workflow Process
This workflow process begins lease-end communications by sending notification letters. The
workflow process is triggered by a batch job scheduled every night which processes all the records
due for the end-of-term communication. The records that require further processing are assigned to
the remarketing agent using Siebel Assignment Manager. An XML file is generated which includes all
the financial records that have been processed.
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This workflow process is shown in Figure 9.
Figure 9.
eAuto CF Lease End Workflow Process
Workflow Process Description. This workflow process performs the following actions:
1
Query the Financial Account. This step finds all the recommended details of the financial
account based on the current context.
2
Maturity Date - Today() equal to 1st EOT. This step checks if the difference between the
maturity date and the current date is equal to the duration for the first lease-end communication.
3
1st EOT Activity Exists? This step checks if the first end-of-term Communication has already
been carried out. If so, skips the following steps and ends the workflow process.
4
Check if Account States equal to Turn In. This step finds out if the account state of the
financial account is Turn In.
5
Account States not equal to Turn In? This step checks if the customer has already decided
to turn in the Vehicle. If so, skips the following steps and ends the workflow process.
6
Insert 1st EOT Activity. This step creates a first end-of-term Activity record.
7
Update Account States equal to No Customer Decision. This step updates the account
states to No Customer Decision.
8
Maturity Date - Today() equal to 2nd EOT. This step checks if the difference between the
maturity date and the current date is equal to the duration for the second lease-end
communication.
9
1st EOT Activity Exists? This step checks if the first end-of-term Communication has already
been carried out. If so, skips the following steps and ends the workflow process.
10 Check if Account States equal to Turn In. This step finds out if the account state of the
financial account is Turn In.
11 Account States not equal to Turn In? This step checks if the customer has already decided
to turn in the Vehicle. If so, skips the following steps and ends the workflow process.
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12 Check if Account States equal to No Customer Decision. This step finds out if the account
state of the financial account is No Customer Decision.
13 Account States equal to No Customer Decision? This step checks if the customer has
communicated his decision. If so, skips the following steps and ends the workflow process.
14 2nd EOT Activity Exists? This step checks if the second end-of-term Communication has
already been carried out. If so, skips the following steps and ends the workflow process.
15 Insert 2nd EOT Activity. This step creates a first end-of-term Activity record.
16 Maturity Date - Today() equal to 3rd EOT. This step checks if the difference between the
maturity date and the current date is equal to the duration for the third lease-end
communication.
17 2nd EOT Activity Exists? This step checks if the second end-of-term Communication has
already been carried out. If so, skips the following steps and ends the workflow process.
18 Check if Account States equal to Turn In? This step finds out if the account state of the
financial account is Turn In.
19 Account States not equal to Turn In? This step checks if the customer has already decided
to turn in the Vehicle. If so, skips the following steps and ends the workflow process.
20 Check if Account States equal to No Customer Decision. This step finds out if the account
state of the financial account is No Customer Decision.
21 Account States equal to No Customer Decision? This step checks if the customer has
communicated his decision. If so, skips the following steps and ends the workflow process.
22 3rd EOT Activity Exists? This step checks if the second end-of-term Communication has
already been carried out. If so, skips the following steps and ends the workflow process.
23 Insert 3rd EOT Activity. This step creates a first end-of-term Activity record.
eAuto CF Lease End Comm1 XML Generation Workflow
Process
This workflow process generates an XML file that includes all the financial account records for the
first lease-end communication. It is triggered by scheduling a job with Workflow Process Manager.
Schedule Start should be set to a time that allows time to complete the batch job set for eAuto CF
Lease End Communication Workflow Process.
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This workflow process is shown in Figure 10.
Figure 10. eAuto CF Lease End Comm1 XML Generation Workflow Process
Workflow Process Description. This workflow process performs the following actions:
1
EAI Siebel Adapter Query. This step retrieves all the records that had the first end-of-term
communication Activity created for the current day.
2
EAI XML Write to File. This step generates an XML file consisting of all the retrieved records.
eAuto CF Lease End Comm2 XML Generation Workflow
Process
This workflow process generates an XML file that includes all the financial account records for the
second lease-end communication. It is triggered by scheduling job with Workflow Process Manager.
Schedule Start should be set to a time that allows time to complete the batch job set for eAuto CF
Lease End Communication Workflow Process.
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This workflow process is shown in Figure 11.
Figure 11. eAuto CF Lease End Comm2 XML Generation Workflow Process
Workflow Process Description. This workflow process performs the following actions:
1
EAI Siebel Adapter Query. This step retrieves all the records that had the second end-of-term
communication Activity created for the current day.
2
EAI XML Write to File. This step generates an XML file consisting of all the retrieved records.
eAuto CF Lease End Comm3 XML Generation Workflow
Process
This workflow process generates an XML file that includes all the financial account records for the
third lease-end communication. It is triggered by scheduling a job with Workflow Process Manager.
Schedule Start should be set to a time that allows time to complete the batch job set for eAuto CF
Lease End Communication Workflow Process.
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This workflow process is shown in Figure 12.
Figure 12. eAuto CF Lease End Comm3 XML Generation Workflow Process
Workflow Process Description. This workflow process performs the following actions:
1
EAI Siebel Adapter Query. This step retrieves all the records that had the second end-of-term
communication Activity created for the current day.
2
EAI XML Write to File. This step generates an XML file consisting of all the retrieved records.
eAuto Vehicle Return Workflow Process
This workflow process creates a Proposal record when the Complete Return button is clicked.
This workflow process is shown in Figure 13.
Figure 13. eAuto Vehicle Return Workflow Process
Workflow Process Description. This workflow process performs the following action:
1
Create a Proposal Record. This step creates a Proposal Record.
2
Update Proposal Record. This step updates the name of the proposal, appending the Row Id
to the name.
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Auto CF Activity Attachment Workflow Process
This workflow process creates an Activity record when the vehicle return receipt is generated, and it
adds the receipt as an attachment to the created activity.
This workflow process is shown in Figure 14.
Figure 14. Auto CF Activity Attachment Workflow Process
Workflow Process Description. This workflow process performs the following actions:
1
GetFilePath. This step retrieves the file path of the vehicle return receipt.
2
Create an Activity. This step creates an Activity record.
3
Add Attachment. This step adds the receipt as an attachment to the Activity record.
4
Refresh Activity. This step refreshes the Activity applet.
5
Refresh Activity Attachment. This step refreshes the Activity Attachment applet.
6
Refresh UI. This step refreshes the user interface.
Auto Dealer Vehicle Purchase Workflow Process
This workflow process creates an order for the dealer to purchase the vehicle. It is triggered when
the user clicks the Purchase Vehicle button on the Vehicle Purchase screen.
This workflow process is shown in Figure 15.
Figure 15. Auto Dealer Vehicle Purchase Workflow Process
Workflow Process Description. This workflow process performs the following actions:
1
Create Sales Order. This step creates the Sales Order record with purchasing dealer in the
Account field.
2
Add Vehicle as Line item. This step adds a Line Item record for the order, with the purchased
vehicle and its sale price.
3
Update Rmkt Status to Sold. This step updates the remarketing status of the vehicle as Sold.
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4
EAI Siebel Adapter Query. This step queries the Sales Order and retrieves output as a
hierarchy of Sales Order and Sales Order Line Item.
5
EAI XML Write to File. This step writes the hierarchy as an XML file.
Auto CF EOT Account States Vehicle Dealer Turn In
Workflow Process
This workflow process sets the financial account’s State to Actual Turn In. It is triggered when a
Vehicle Turn In record is created in the Vehicle Return Manager screen of the Dealer portal.
This workflow process is shown in Figure 16.
Figure 16. Auto CF EOT Account States Vehicle Dealer Turn In Workflow Process
Workflow Process Description. This workflow process performs the following action:
■
Set Fin Account State to Actual Turn In. This step sets the financial account state to Actual
Turn In, by inserting a record in FINS CF Account State.
Auto VehiclePublishForPurchaseORAuction Workflow
Process
This workflow process either sets the PublishToOtherDlrsFlag to Y or sets the Remarketing Status to
Available for Auction for turned-in vehicles, depending on the number of days passed. It is triggered
once everyday by a scheduled job.
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This workflow process is shown in Figure 17.
Figure 17. Auto VehiclePublishForPurchaseORAuction Workflow Process
Workflow Process Description. This workflow process performs the following actions:
1
Today-Record Creation Date. This step checks if the current date minus the record’s turn in
date is equal to a number specified by the automotive company. This number defaults to 3, but
it can be changed by changing the workflow process property NumDaysPublishToAll.
2
PublishToAllYes (condn). This step checks if the current date minus record turn in date is
equal to a number specified by the automotive company. This number defaults to 3, but it can
be changed by changing the workflow process property NumDaysPublishToAll.
3
Set PublishToOtherDlrsFlag to Y. This step sets the PublishToOtherDlrsFlag to Y. This makes
the Vehicle visible to Dealers other than the original turn-in dealer that are in the same territory.
4
PublishForAuctionYes (condn). This step checks if the current date minus the record’s turn
in date is equal to a number specified by the automotive company. This number defaults to 10,
but it can be changed by changing the workflow process property NumDaysForAuction.
5
Set Rmkt Status as Available For Auction. This step sets the value of Rmkt Status to
Available For Auction.
Auto CF Auction Vehicle List Workflow Process
This workflow process is responsible for generating a list of vehicles that is planned for an auction
event.
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This workflow process is shown in Figure 18.
Figure 18. Auto CF Auction Vehicle List Workflow Process
Workflow Process Description. This workflow process performs the following actions:
1
Query the list of Vehicles for Auction. This step finds all the vehicles, which need to be sent
to an auction house. Uses the EAI Siebel Adapter service to query the vehicles.
2
Write to XML File. This step retrieves the list of vehicles from the previous step and writes that
list to an XML file.
eAuto Vehicle Return Inspection Report Workflow
Process
The purpose of this workflow process is to view the attached vehicle inspection report.
This workflow process is shown in Figure 19.
Figure 19. eAuto Vehicle View Inspection Report Workflow Process
Workflow Process Description. This workflow process performs the following action:
■
Go To Vehicle Attachment View. This step is used to call a sub process, eAuto Vehicle Go To
View.
eAuto Vehicle Go To Vehicle Attachments View
Workflow Process
The purpose of this workflow process is to navigate to the eAuto Vehicle Attachment view and
retrieve the attachments for the asset.
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This workflow process is shown in Figure 20.
Figure 20. eAuto Vehicle Go To View Workflow Process
Workflow Process Description. This workflow process performs the following actions:
1
Go To View. This step navigates to the eAuto Vehicle Attachment view if the Vehicle Id is not
Null.
2
Query for the Asset. This step queries for the Vehicle Id in the eAuto Vehicle Attachment view.
Auto CF Asset Pricing Procedure Workflow Process
The purpose of this workflow process is to price a vehicle set for Auction.
This workflow process is shown in Figure 21.
Figure 21. Auto CF Asset Pricing Procedure Workflow Process
Workflow Process Description. The workflow process uses the Dynamic Pricing Procedure
workflow process as its basis. For more information about the Dynamic Pricing Procedure workflow
process, see Siebel Pricing Administration Guide. The following steps are added to this workflow
process:
1
Mileage Adjustment Amount. This step applies mileage adjustments based on the adjustment
amount configured in the discount matrix.
2
Mileage Adj Mul Factor. This step applies mileage adjustments based on the multiplication
factor specified for a product.
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3
Damage Adjustments. This step applies damage adjustments based on the damage amount
and damage benchmark of a vehicle.
Web Service Reference for Vehicle
Remarketing
Vehicle remarketing provides the following Web services:
■
“Inspection Request Web Service” on page 82
■
“Inspection Report Web Service” on page 83
■
“Vehicle Market Value Web Service” on page 85
■
“Vehicle Residual Value Web Service” on page 86
■
“Auction List Web Service” on page 88
■
“Pre Term Campaign Vehicle List Web Service” on page 89
Inspection Request Web Service
Use this outbound Web service to send a list of financial accounts that are scheduled for turn-in to
the inspection services agency.
Inspection Request Message Description
For a description of this request message, see Table 6.
Table 6.
Inspection Request Message
Request Message
Description
Type
FinancialAccountNo
Customer's financial account number
String
VIN
Turn-in vehicle's identification number
String
PrimaryContactFirstName
Customer's first name
String
PrimaryContactLastName
Customer's last name
String
PrimaryContactHomePhoneNo
Customer's home phone number
String
PrimaryContactMobilePhoneNo
Customer's mobile phone number
String
MaturityDate
Date when the lease expires
DateTime
TurnInDate
Date vehicle is scheduled for turn-in
DateTime
TurnInMileage
Current odometer reading
Number
DealerName
Name of the dealer where the vehicle will
be turned in
String
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Table 6.
Inspection Request Message
Request Message
Description
Type
DealerState
State where the dealer is located
String
Street
Street address of the customer
String
City
Name of the city where customer lives
String
State
Name of the State
String
Zip Code
Zip code of the address
String
Country
Name of the country
String
Inspection Request Web Service Application Interface
This topic describes the application objects called by the this Web service.
Data Object (Integration Object)
For the Siebel Repository Name and external name of this web service data object, see Table 7.
Table 7.
Inspection Request Web Service Data Objects
Siebel Repository Name
External Name
FinsCfVehicleBatchOrderInspectionInterface
FINS CF Vehicle Batch Order Inspection
Inspection Report Web Service
Use this inbound web service to receive the inspection results from the inspection services agency.
Inspection Report Web Service Operations
For a list of operations associated with this Web service, see Table 8.
Table 8.
Inspection Report Web Service Operations Descriptions
Operation Name
Description
VehicleInspectionReportInsert
Creates a inspection report record for the vehicle
VehicleInspectionReportInsertOrUpdate
Creates or updates a inspection report record for
the vehicle
VehicleInspectionReportUpdate
Updates a inspection report record for the vehicle
VehicleInspectionReportDelete
Deletes a inspection report record for the vehicle
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Inspection Report Message Description
This message contains the inspection results received from the inspection services agency. For a
description of this message, see Table 9.
Table 9.
Inspection Report Message
Report Message
Description
Type
AccountNumber
Customer's Financial account number
String
ContactFirstName
Customer's first name
String
ContactLastName
Customer's last name
String
ContactHomePhoneNo
Customer's home phone number
String
ContactMobilePhoneNo
Customer's mobile number
String
VIN
The turn in vehicle identification number
String
DealerName
The dealer location where the vehicle will be
turned in
String
OdometerReadingatCurrent
The odometer reading when the inspection
occurs
Number
InspectedDate
The date when the vehicle inspected
DateTime
ReceivedDate
The date the inspection report is received
DateTime
Status
The status of the vehicle
String
LargeDDS
Large Dings, Dents, Scratches number
Number
LargeDDSCharge
Large Dings, Dents, Scratches charge
Currency
SmallDDS
Small Dings, Dents, Scratches number
Number
SmallDDSCharge
Small Dings, Dents, Scratches charge
Currency
Inspection Report Web Service Application Interface
This topic describes the application objects called by the this Web service.
Service Object (Business Service or Workflow Process)
For a description of the service objects for this Web service, see Table 10.
Table 10.
Inspection Report Web Service Application Interface
Name
Boundary Object Type
Vehicle Inspection Report Service
Business Service
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Data Object (Integration Object)
For a description of data objects for this Web service, see Table 11.
Table 11.
Inspection Report Web Service Data Objects
Siebel Repository Name
External Name
IntegFinsCfVehicleInspectionReportInterface
FINCORP Account
Vehicle Market Value Web Service
Use this inbound Web service to receive the market value of the vehicle from third party
organizations such as Black Book and Kelley Blue Book.
Vehicle Market Value Web Service Operations
For a list of operations associated with this Web service, see Table 12.
Table 12.
Vehicle Market Value Web Service operations
Name
Description
FairMarketValueInsert
Creates a fair market value record for the vehicle
FairMarketValueInsertOrUpdate
Creates or updates a fair market value record for
the vehicle
FairMarketValueUpdate
Updates a fair market value record for the vehicle
FairMarketValueDelete
Deletes a fair market value record for the vehicle
Vehicle Market Value Message Description
For a description of this message, see Table 13.
Table 13.
Request Message: FairMarketValueInsert
Name
Description
Type
ProductName
Name of the product for which the market values are
populated
String
FairMarketValue
Fair market value of the product/vehicle
Currency
Wholesalevalue
Value paid by dealer for the purchase of a vehicle
Currency
RetailValue
Value paid by customer for the purchase of a vehicle
Currency
Msrp
Manufacturer's Suggested Retail Price- Cost of
vehicle when it was new
Currency
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Table 13.
Request Message: FairMarketValueInsert
Name
Description
Type
StartMileage
Mileage at the beginning of the lease
Number
EndMileage
Mileage at the end of the lease
Number
StartDate
Date the lease began
Date
EndDate
Date the lease ended
Date
Vehicle Market Value Web Service Application Interface
This topic describes the application objects called by the this Web service.
Service Object (Business Service or Workflow Process)
For a description of the service objects for this Web service, see Table 14.
Table 14.
Vehicle Market Value Web Service Application Interface
Name
Boundary Object Type
Vehicle Market Value Service
Business Service
Data Object (Integration Object)
For a description of data objects for this Web service, see Table 15.
Table 15.
Vehicle Market Value Web Service Data Objects
Siebel Repository Name
External Name
IntegFinsCfVehicleMarketValueInterface
FINS CF Fair Market Value FMV Admin
Vehicle Residual Value Web Service
Use this inbound web service to receive the residual value the product/vehicle from a third party
organization such as Black Book or Kelley Blue Book.
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Vehicle Residual Value Web Service Operations
For a list of operations associated with this Web service, see Table 16.
Table 16.
Vehicle Residual Value Web Service operations
Name
Description
ResidualValueInsert
Creates a residual value record for the vehicle
ResidualValueInsertOrUpdate
Creates or updates a residual value record for the
vehicle
ResidualValueUpdate
Updates a residual value record for the vehicle
ResidualValueDelete
Deletes a residual value record for the vehicle
Vehicle Residual Value Message Description
This message contains the residual value details of the product/vehicle received from the third-party
organization. For a description of this message, see Table 17.
Table 17.
Vehicle Residual Value Message
Name
Description
Type
ProductName
Name of the product for which the residual values
are populated
String
ResidualValue
Residual value of the product/vehicle
Currency
Terms
The number of months in the lease (12, 24, 36, 48,
60, 72)
String
StartMileageRange
The starting mileage
Number
EndMileageRange
The ending mileage
Number
MileageAllowance
The yearly mileage allowance in the lease
Number
Vehicle Residual Value Web Service Application Interface
This topic describes the application objects called by the this Web service.
Service Object (Business Service or Workflow Process)
For a description of the service objects for this Web service, see Table 18.
Table 18.
Vehicle Residual Value Web Service Application Interface
Name
Boundary Object Type
Vehicle Residuals References Service
Business Service
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Data Object (Integration Object)
For a description of data objects for this Web service, see Table 19.
Table 19.
Vehicle Residual Value Web Service Data Objects
Siebel Repository Name
External Name
IntegFinsCfVehicleResidualsReferenceInterface
FINS CF Vehicle Residuals Reference Data
Auction List Web Service
Use this outbound Web service to send a list of vehicles that is planned for an auction event. The list
will be sent to the auction house.
Auction List Message Description
This message contains the details about a list of vehicles that is planned for an auction event. For a
description of this request message, see Table 20.
Table 20.
Auction List Message
Name
Description
Type
VIN
Vehicle Identification number
String
Make
Make of the vehicle; for example, BMW or Honda
String
Model
Model of the vehicle; for example, Accord
String
Trim
Trim of the vehicle; for example, LS, LX
String
Door
Number of doors on the vehicle
String
ExteriorColor
Exterior color of the vehicle
String
ResalePrice
The price of the vehicle
Currency
EventId
Unique identification number for the event
String
EventType
The name value associated with the Event Type
Code; options are Open, Close, Online, Employee
Sale
String
EventSubType
Delineates the subtype of the event; options differ
depending on event type
String
EventStatus
Status of the event
String
EventDate
Date the event is being held
Date
EventPriceList
The price list for the auction event
String
AuctionId
The ID of the auction house that is conducting the
event
String
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Table 20.
Auction List Message
Name
Description
Type
AuctionName
The name associated with the Auction ID
String
AuctionCancelDate
Date user changed the event's status to Cancelled
Date
AccountTeam
The account team of the auction house
String
Data Object (Integration Object)
For a description of data objects for this Web service, see Table 7.
Table 21.
Auction List Web Service Data Objects
Siebel Repository Name
External Name
IntegFinsCfVehicleListForAuction
Auto Remarket Auction Event
Pre Term Campaign Vehicle List Web Service
Use this inbound Web service to update any reading for assets (vehicles). When you use this Web
service, the application receives a list of vehicles with a certain mileage threshold.
Pre Term Campaign Vehicle List Web Service Operations
For a list of operations associated with this Web service, see Table 22.
Table 22.
Pre Term Campaign Vehicle List Web Service operations
Name
Description
PreTermCampaignVehicleListInsert
Creates a record for the vehicle with the threshold
mileage
PreTermCampaignVehicleListInsertOrUpdate
Creates or updates a record for the vehicle with the
threshold mileage
PreTermCampaignVehicleListUpdate
Updates a record for the vehicle with the threshold
mileage
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Pre Term Campaign Vehicle List Message Description
This message contains the threshold mileage details for a list of vehicles. For a description of this
message, see Table 23.
Table 23.
Pre Term Campaign Vehicle List Message
Name
Description
Type
AccountNumber
Financial Account number of the vehicle
String
CurrentMileage
The odometer reading
Number
CurrentMileageRead
Date
Date when odometer is read
Date
VIN
Vehicle identification number
String
Pre Term Campaign Vehicle List Web Service Application Interface
This topic describes the application objects called by the this Web service.
Service Object (Business Service or Workflow Process)
For a description of the service objects for this Web service, see Table 24.
Table 24.
Pre Term Campaign Vehicle List Web Service Application Interface
Name
Boundary Object Type
Pre Term Campaign Vehicle List Service
Business Service
Data Object (Integration Object)
For a description of data objects for this Web service, see Table 25.
Table 25.
Pre Term Campaign Vehicle List Web Service Data Objects
Siebel Repository Name
External Name
IntegFinsCfPreTermCampaignVehicleListInterface
FINCORP Account
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Managing Collections
This chapter provides information about standard Siebel Automotive functionality for collection
management. It consists of the following topics:
■
“About Collections” on page 91
■
“Scenario for Collections” on page 92
■
“Administering Collection Tasks” on page 93
■
“Activating Siebel Automotive Workflows” on page 94
■
“Creating Assignment Rules for Collection Assignments” on page 95
■
“Using Assignment Rules” on page 97
■
“Managing Collections Preferences” on page 98
■
“Managing Collection Correspondence Administration” on page 100
■
“Automating the Cure Process” on page 101
■
“End-User Procedures for Collections” on page 102
■
“Reviewing Account Summary and Related Account Information” on page 102
■
“Managing Collection Reassignments” on page 104
■
“Executing Collection Tasks” on page 104
■
“Capturing Promise-to-Pay Records” on page 105
■
“Managing the Cure Process” on page 107
■
“Managing the Repossession Process” on page 107
■
“Managing Skip Trace and Impound Service Requests” on page 110
■
“Managing Insurance Information” on page 111
NOTE: Your company’s application configuration and business processes may differ from the
procedures or business scenarios presented in this chapter.
About Collections
Collection is the process of collecting money from customers who are delinquent or are unable to
make a payment by a specified date. Collection is a component of the lending cycle and can affect a
company’s bottom line. Those accounts that a company is unable to collect on must be written off in
the end, which reduces the company’s profit.
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A collection application allows a company to identify delinquent accounts and arrange them into
predefined lists so agents can follow up and obtain payment. Many companies group delinquent
accounts into three or more buckets, for example, 30 days, 60 days, and 90 days. Each bucket
results in a different series of actions. For example, accounts in the 30 days bucket might receive a
letter reminding them to pay the outstanding balance. Accounts in the 60 days bucket, however,
might get a call from a collection agent to discuss the balance and payment scenarios.
Using the Siebel application, administrators can query and create lists of delinquent accounts based
on the number of days the account has been delinquent. Companies can also use the Siebel
application in conjunction with third-party applications. For example, if a company uses a third-party
application to track delinquent accounts, users can take lists generated by these applications and
use the Siebel application to execute collection activities.
Administrators use the procedures in this chapter to set up collection activities, for example creating
assignment rules, managing collection preferences and correspondence information, automating the
cure process, and enabling workflows.
Collection agents, managers, or end users, use the Siebel application to view work summary
information about delinquent accounts, execute collection tasks, and record skip trace, bankruptcy,
and legal information related to delinquent accounts.
Figure 22 describes the typical administrator and end-user procedures for Collection Management.
The administrator first sets up the collection task, then generates a campaign list, and finally sets
up a workflow. End-user procedures include the following: the end user researches delinquent
accounts, then executes a collection task, and finally manages skip trace and impound service
requests.
Figure 22. Typical Administrator and End-User Procedures for Collections
Scenario for Collections
The following business scenario features sample tasks performed by a Siebel administrator and a
collection agent. Your company may follow a different workflow according to its business
requirements.
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Siebel Administrator Checks for Delinquent Accounts
A Siebel administrator at a bank can use Siebel Automotive to monitor accounts that are 60 days
delinquent and create a list of delinquent accounts. The administrator can then assign these accounts
his team for collections follow up.
Bank Collection Agent Contacts Customers
A bank collection agent is calling customers whose accounts are 60 days delinquent. Prior to making
her first call, she accesses the Collection Summary view to learn more about the customer's financial
accounts and payment history. Her first call is to a customer who is 60 days delinquent on a vehicle
loan. The collection agent views additional information by drilling down on the Account # link.
Using an automatic dialer, the collection agent calls the customer. After the call connects, the
collection agent uses the call guide and summary information to explain the purpose of the call. The
customer explains his situation to the collection agent and mentions scheduling a payment so the
collection agent navigates to the Collections Promise to Pay view to record the promise. In this view,
she can select several promises options, including single, two part, or long term. She can also enter
the amount and date information for each promise to pay. The collection call ends.
In this scenario, an administrator is responsible for administering the Siebel Automotive application
and requires administrative responsibilities to:
■
Generate a list of delinquent accounts from either Siebel financial accounts, legacy applications,
or Oracle Business Intelligence.
End users are collection agents. They enter information to:
■
View summary information about delinquent accounts.
■
Execute collection tasks by contacting customers having accounts that are past due and
recording customer responses and payment promises.
■
Record skip trace, bankruptcy, and legal information related to delinquent accounts.
End users are also collection managers. They review information to:
■
View their agent’s work summary information.
■
Manage collection reassignments.
■
Approve or reject repossession SRs.
Administering Collection Tasks
Siebel administrators can create a list of customers with delinquent accounts by querying the Siebel
application database, or by importing an external list from a third-party application. In addition, the
administrators define the collection assignments and reassignments, promise-to-pay preferences,
and so on.
As a Siebel administrator, you can generate a delinquency list by:
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■
Setting up a workflow. Set up a workflow to calculate the total days due based in the financial
account information and assign those accounts to a specific queue or agent. For more
information, see Siebel Business Process Framework: Workflow Guide.
■
Using Oracle Business Intelligence. Use Oracle Business Intelligence to track past due
accounts and then import the list to the Siebel database. For more information, see Oracle
Business Intelligence Server Administration Guide.
The following administrator procedures are described in this topic:
■
“Activating Siebel Automotive Workflows” on page 94
■
“Creating Assignment Rules for Collection Assignments” on page 95
■
“Using Assignment Rules” on page 97
■
“Managing Collections Preferences” on page 98
■
“Managing Collection Correspondence Administration” on page 100
■
“Automating the Cure Process” on page 101
Activating Siebel Automotive Workflows
You can save time and reduce keystrokes by using workflows to automate steps that are repeatedly
performed by end users. For more information, see the Siebel Business Process Framework:
Workflow Guide.
Table 26 describes the workflow types: repossession, promise-to-pay (PTP), cure process, skip trace,
and impound. You can enable them for the Siebel Automotive application. Administrators activate
the workflows from the Administration - Business Process, then the Workflow Deployment view.
Table 26.
Siebel Automotive Workflows and Workflow Types
Workflow Names
Repossession
PTP
Cure
Skip
Trace
Impound
Auto CF Collection - Update Cure Status
No
No
Yes
No
No
Auto CF Collection - Calculate DueDate
Process
No
Yes
Yes
No
No
Auto CF Collection - Update PTP Broken
Flag Process
No
Yes
No
No
No
Auto CF Collection - Update PTP Data
Process
No
Yes
No
No
No
Auto CF Repossession Approval Request
Process
Yes
No
No
No
No
Auto CF Repossession Approved Process
Yes
No
No
No
No
Auto CF Repossession Denied Process
Yes
No
No
No
No
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Table 26.
Siebel Automotive Workflows and Workflow Types
Workflow Names
Repossession
PTP
Cure
Skip
Trace
Impound
Auto CF Repossession Package Sent
Process
Yes
No
No
No
No
Auto CF Skip Impound Activity Process
No
No
No
Yes
Yes
Auto CF Update Follow-up Date Process
Yes
Yes
Yes
No
No
Creating Assignment Rules for
Collection Assignments
Within the Siebel application, the financial account is one of the data elements used to identify a
lease or loan relationship with a customer. When a financial account becomes delinquent it becomes
the responsibility of a collections agent. Administrators set up a workflow to calculate the total days
due based in the financial account information and assign those accounts to a specific queue or
agent. For more information about setting up workflows, see Siebel Business Process Framework:
Workflow Guide.
All changes to accounts can be done in real-time by using Assignment Manager. The Siebel
administrator can set up different criteria, for example Days Past Due, that is then used for assigning
financial account information to a collector. Administrators first create assignment rules and then
verify the rules in Collections - Assignments view. For more information about assignment rules, see
Siebel Assignment Manager Administration Guide.
To create assignment rules, first you must activate the financial account, then you create the rule
criterion for when an account is past due and so on. Perform the following procedures to create
assignment rules for collection assignments.
To add assignment rules
1
Navigate to Administration - Assignment, then the Territories view.
2
To add a territory, in the Territories list, click New and complete the necessary fields.
Some fields are described in the table that follow.
Field
Comments
Territory Name
Name of the territory assignment rule. For
example, Rule1_AutoCF
Objects to be Assigned
Financial Account
Activation
Set this to the current date of activation
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3
To associate criteria to the rule, in the Criteria list, select New and complete the necessary fields.
Some fields are described in the table that follow.
Field
Comment
Rule Criterion
For example, Days Past Due or Related
Financial Accounts Days Past Due
Inclusion
Include
Score
For example: 100, 0, or 80
Based on scores, financial accounts are
assigned to different collection agents. For
more information about scores, see Siebel
Assignment Manager Administration Guide.
4
To associate values to the past due rule, in the Values list, click New and complete the necessary
fields.
Some fields are described in the table that follow.
Field
Comment
Days Past Due Low
Enter the minimum amount of days that the
financial account is past due, for example:
30.
Days Past Due High
Enter the maximum amount of days that the
financial account is past due, for example:
45.
5
To associate positions to the rule, in the Positions list, click New.
6
In the Add Positions dialog box, select the employee you want to associate with the past due rule.
To view assignment rules
1
Navigate to Administration - Collections, then the Collections Assignment view.
2
In the Collections Assignments list, click Query.
3
In the Assignment field, query for the Territory name you previously created. For example,
Rule1_AutoCF
4
If the record is present, your assignment rule is created.
You can modify the assignment rules at this time.
NOTE: You must be logged in as a collections manager or administrator to verify the rules
created in the Assignment Administrator view.
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Using Assignment Rules
After you have created the assignment rules, you must release them by performing the procedure
that follows. Releasing assignment rules activates the rules and makes them usable. The assignment
rules will not assign accounts based on rules however. For more information on assignment rules,
see the Siebel Assignment Manager Administration Guide.
To release assignment rules
1
Navigate to Administration - Collections, then the Collections Assignments view.
2
In the Collections Assignments list, click Query.
3
In the Assignment field, query for the Territory name you want to use. For example,
Rule1_AutoCF.
4
Click the Release button on the Collections Assignments applet
This rule is now activated. The rule can also be released from the Administration - Assignment,
then the Territories view where it is created.
To assign accounts according to active assignment rules
1
Using the start task command, enter the following command to assign accounts according to the
rules created:
"start task for comp AsgnBatch with AsgnMode="MatchAssign",
AsgnObjName="Financial Account", ObjWhereClause="where ASSET_NUM LIKE '<ACCOUNT
NAME>'"
where the <ACCOUNT NAME> is the name of the financial account.
2
If you want to assign all financial accounts which have names like "Collections1", "Collections2",
"Collections3", and so on, the command would be as follows:
Start task for comp AsgnBatch with AsgnMode="MatchAssign", AsgnObjName="Financial
Account", ObjWhereClause="where ASSET_NUM LIKE 'Collections%'"
This assigns all accounts selected by the query in the statement based on all current active
assignment rules.
To verify that the financial accounts are assigned
1
Navigate to Administration - Collections, then the Collections Reassignment view.
2
In the Employee list, Position field query to find the position.
For example, Managing Collections - Managing Collections Preferences
3
Verify the First Name and Last Name field.
When you select the record in the Employee list, the accounts that are associated with the
positions appear on the bottom of the screen.
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Managing Collections Preferences
Siebel administrators use this screen to define and update factors that determine how the collections
process is executed, for example promise-to-pay preferences, PTP excluded dates, PTP followup
dates, and default followup activities.
Table 27 describes the types of information, that is Preferences, PTP Follow-Up, PTP Excluded Dates,
and Activity Follow-Up, that appears in the Collection Summary view.
Table 27.
Collection Preferences View
Summary
Comments
Preferences
Describes the promise to pay preferences, for example dollar amount
and time tolerance for the financial account.
PTP Follow-Up
Defines the followup days for broken PTP by method of payment.
PTP Excluded Dates
Lists the promise to pay excluded dates. Administrators can add dates
to define their companies collections preferences.
Activity Follow-Up
Describes the followup activities, for example Inbound or Outbound
Call.
To set up a promise-to-pay tolerance amount
1
Navigate to the Administration - Collections, then the Collections Preferences view.
2
In the Preferences form, complete the necessary fields.
Some fields are described in the following table.
Field
Comments
Tolerance Amount
The Tolerance Amount is the least amount
of payment that the collection agent will
tolerate from the customer. How much
Tolerance (in Amount & %) can be given for
a Promise to Pay for various accounts.
Based on this tolerance, promise-to-pays
can be broken if the amount received is in
the limits of the tolerance on promised
date. Therefore, the Tolerance Amount is a
check to evaluate if PTP records are broken
or not. The amount is the limit of tolerance.
Maximum Days in Future
10 (Promise-to-Pay Due Date Validation)
Not Today, Not on Sunday, Not
on Saturday check boxes
Promise-to-Pay Due Date Validation
Min Days before Cure
Cure Process, Cure Duration (Days)
For example 55
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Field
Comments
Wait before follow up
Repossession
For example 2
Replace existing position
Manual Assignment Preferences
Checked
To view system preferences for the Collections processes
1
Navigate to Application - Administration, then the System Preferences view.
2
In the System Preferences list, query for *CF*.
Collections Processes that have already been set up appears as described in the following table.
System Preference Name
System Preference Value
CF_CURE_DURATION
10
CF_CURE_TOLERANCE_DAYS
55
CF_PTP_FUTURE_DAYS_MAX
10
CF_PTP_NOT_SATURDAY
Y
CF_PTP_NOT_SUNDAY
Y
CF_PTP_NOT_TODAY
Y
CF_PTP_TOLERANCE_AMNT
1.00
CF_REPLACE_EXIST_POS
Y
CF_REPO_FOLLOW_UP
2
To set up PTP excluded dates
1
Navigate to the Administration - Collections, then the Collections Preferences view.
2
In the PTP Excluded Dates list, create a new record and complete the necessary fields.
Some fields are described in the following table.
Field
Example
Name
Christmas
Excluded Date
12/25/05
To set up a promise to pay followup definition
1
Navigate to the Administration - Collections, then the Collections Preferences view.
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2
In the PTP Follow-Up list, create a new record and complete the necessary fields.
Some fields are described in the following table.
Field
Examples
Method of Payment
Western Union, Cheque by Phone, Mail, Overnight Mail.
Number of Days
The default is set to 1.
To set up an activity followup definition
1
Navigate to the Administration - Collections, then the Collections Preferences view.
2
In the Activity Follow-Up list, create a new record and complete the necessary fields.
Some fields are described in the following table.
Field
Examples
Activity Type
Call - Inbound, Call Outbound, and so on
Activity Disposition
Left Message, No Answer, PTP, or Other.
Number of Days
The default is set to 1.
Managing Collection Correspondence
Administration
The information captured in the Correspondence Administration view can be used to automate the
cure process. Associated with the financial account, the Collections Correspondence Administration
view provides the ability to select and automatically generate predefined correspondence utilizing
defined templates and selection criteria.
To set up correspondence rules
1
Navigate to Administration - Collections, then the Correspondence Administration view.
2
In the Correspondence list, click New and complete the necessary fields.
Some fields are described in the following table.
100
Fields
Example
Name
CA_Rule1
State
CA
Type of Letter
Cure
Asset Finance
Select any value from the pop up applet
Cure Length
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Fields
Example
Cure Comments
Letter sent only once
Bankruptcy
Active
Recipient
Holder
Template
Template for Cure
Automating the Cure Process
Letters can be generated for Cure and Notification of Sales (NOS) events. Triggering letter generation
through a button click initiates the business service method to call the cure letter generation.
Administrators create the correspondence template and define rules before generating the cure letter
and then they monitor accounts that meet cure conditions.
Administrators send cure letters to customers who are in default, typically these type of letters
explain that their account is delinquent before initiating a vehicle repossession process. In addition
to this type of generic letter, administrators can also send letters for notice of sale after repossessing
a car from a customer. Administrators first create a correspondence template for these types of
letters using Word. Next they add the template to the Correspondence Templates view and then
associate the template to existing rules. To select the appropriate template and generate the letter,
perform the procedures that follow.
To add correspondence templates
1
Navigate to Administration - Document, then the Correspondence Templates view.
2
In the Templates list, click New File.
3
In the Choose File dialog, select the template file and click Open.
4
Repeat Step 2 and Step 3 for each template you want to add.
To associate correspondence templates to rules
1
Navigate to Administration - Collections, then the Correspondence Administration view.
2
Query for the rule that you want to associate the template with, for example Auto_CF*.
3
Select the record, in the Template field, click the multiple select button to select the
correspondence template.
4
Repeat Step 2 and Step 3 for each correspondence template you want to associate to a rule.
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Managing Collections ■ End-User Procedures for Collections
End-User Procedures for Collections
Collection agents, managers, or end-users review, understand, and act in the context of controlled,
closed loop processes, capturing action and followup dates for each step in the process, compiling a
full history of collections interaction with the customer. Because collection agents work with many
accounts, they need to be able to quickly review summary account information about a financial
account’s collection status and contextual access to the appropriate next steps.
The collection agent can then make sure that all delinquent financial accounts for a given customer
are assigned to the same collections agent, avoiding misinformation, confusion, and redundant
customer contact.
For example, if a customer with multiple accounts appear on two different lists or is assigned to two
different positions then the assignment of the second account, the account in the lower bucket is
assigned to the collector responsible for the customer’s account that falls in the higher bucket.
The following end-user procedures are described in this topic:
■
“Reviewing Account Summary and Related Account Information” on page 102
■
“Managing Collection Reassignments” on page 104
■
“Executing Collection Tasks” on page 104
■
“Capturing Promise-to-Pay Records” on page 105
■
“Managing the Cure Process” on page 107
■
“Managing the Repossession Process” on page 107
■
“Managing Skip Trace and Impound Service Requests” on page 110
■
“Managing Insurance Information” on page 111
Reviewing Account Summary and
Related Account Information
Before calling an account in a collection task, agents use the Collection Summary list view to review
historical information about an account. After logging in to the application, agents go to Work
Summary list to check current status and see if it is correct. Likewise, managers review the Manager
Work Summary list view to see which accounts have already been assigned and which accounts
remain unassigned by agent.
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To view work summaries
1
Navigate to the Financial Accounts, then the Work Summary view.
The following table describes the types of information appearing in the Manager Work Summary
view.
2
Summary
Comments
Accounts Assigned
Total number of accounts assigned to the collection agent.
Accounts Worked
Number of accounts the collection agent has worked on so far. For
example, created PTPs for some accounts, left messages for another
account, and so on).
Accounts Remaining
Number of accounts remaining to be worked on.
Messages Left
Total number of messages left by the collection agent on all accounts
that she has worked on so far.
Promises Made
Total number of promise-to-pay records created by the collection
agent for all the accounts worked on so far.
Click Refresh to get the most up-to-date work summary information.
To view manager work summaries
1
Navigate to the Financial Accounts, then the Manager Work Summary view.
2
In the Employees list, select the collection agent you wish to view the work summary for.
The following table describes the types of information appearing in the Manager Work Summary
view.
3
Summary
Comments
Accounts Assigned
Total number of accounts assigned to the selected collection agent.
Accounts Worked
Number of accounts the selected collection agent has worked on so
far. For example, created PTPs for some accounts, left messages for
another account, and so on).
Accounts Remaining
Number of accounts remaining to be worked on by the selected
collection agent.
Messages Left
Total number of messages left by the selected collection agent on all
accounts that she has worked on so far.
Promises Made
Total number of promise-to-pay records created by the selected
collection agent for all the accounts worked on so far.
Click Refresh to get the most up-to-date work summary information.
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Managing Collections ■ Managing Collection Reassignments
To view related accounts
1
Navigate to the Financial Accounts, then the Financial Account List view.
2
Drill down on the Account # field link of the selected record.
3
Click the Collections view tab, and then click the Related Accounts link.
4
Scroll down to the bottom of the page to see the Related Accounts list.
5
To view the related account, drill down on the Financial Account # field link.
Managing Collection Reassignments
Collection managers use this screen to select and reassign financial accounts in real time.
Workload and skills in the collection department are dynamic. It is often necessary for the manager
to reassign one or more financial accounts from one collection agent to another on a temporary or
permanent basis, and therefore overriding prior rules based assignment.
To reassign a financial account
1
Navigate to the Administration - Collections, then the Collections Reassignment view.
2
In the Account # list, select the records you want to reassign.
3
Click Reassign.
4
In the Pick Position dialog box, select the employee you would like to reassign the records to,
and then click OK.
Executing Collection Tasks
After agents have reviewed background information about a financial account, they can start the
collection tasks by calling the customer. For more information on viewing collection summaries, see
“Reviewing Account Summary and Related Account Information” on page 102 and “Managing Collection
Reassignments” on page 104.
To view delinquent accounts
■
Navigate to the Financial Account, then the Delinquent Title List view.
To execute collection tasks
1
Navigate to the Financial Accounts, then the Financial Accounts list view.
2
Drill down on the Account # field link, and then click the Collection view tab.
3
In the Activities list, create an activity record to record the customer’s response to the collection
call.
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4
If the customer makes a payment promise, enter this information.
For more information about capturing a promise to pay, see “Capturing Promise-to-Pay Records”
on page 105.
Capturing Promise-to-Pay Records
One of the important events in the collections process is capturing a promise to pay (PTP) for
delinquent accounts. A PTP is a trackable promised amount of money to be paid by the customer. It
includes a planned date of payment, in addition to the expected mode of payment. Breaking a
promise represents a breach of trust, and is a flag for immediate escalation of collections activity.
The Siebel Automotive application supports the process of capturing a customer’s PTP, recording the
detail, and ensuring follow up to determine whether the promise is kept or broken. Through a
workflow in the Siebel application, the application can also determine if a particular promise is broken
or not. This requires that payment transactions exist in the Siebel application or are brought into the
Siebel application.
Perform the following procedures to a capture promise-to-pay records.
To record call activities
1
Navigate to the Financial Accounts, then the Financial Account List view.
2
Drill down on the Account # field link, and then click the Collection view tab.
3
In the Activities list, click New and complete the necessary fields.
Some fields are described in the table that follows.
Field
Examples
Type
Call-Outbound
Description
Enter a description for the activity, for
example Call to Adrian Monk for PTP
Sub-Type
Select Left Message
To record a promise to pay
1
Navigate to the Financial Accounts, then the Financial Account List view.
2
Drill down the Account # field link, and then click the Collections view tab.
3
In the Collection Summary list, click New and complete the necessary fields.
Some fields are described in the table that follows.
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4
Verify that a new activity record is created in the Activities list applet on saving the PTP record
in the Collection Summary applet.
The fields for this are automatically created activity as described in the following table:
5
Field
Comments
Type
Call-Inbound or Call-Outbound based on the value
selected for the new PTP
Sub-Type
PTP taken
Status
Done
To record multiple promise-to-pay records, repeat Step 3 and Step 4 for each record.
To capture a transaction for promise-to-pay records
1
Navigate to the Financial Accounts, then the Financial Account List view.
2
Drill down on the Account # field link, and then click the Transaction Detail view tab.
3
Click New, and then complete the necessary fields.
Some fields are described in the following table.
Field
Example
Amount
Enter the amount the customer has agreed to pay
Post Date
Current Date
Item Type
How the customer as agreed to pay, for example Check
Item
The Item # is used to identify the transaction in the
transaction details view. The Item # is the actual Item
# of the Item Type and it needs to be manually entered.
When the transaction is collected that Status changes from Active to Inactive. If the customer
only paid a partial amount, the Status stays Active.
To view an account’s promises summary information
1
Navigate to the Financial Accounts, then the Financial Account List view.
2
Drill down on the Account # field link, and click the Promises Summary view tab to view more
detailed collection information.
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Managing the Cure Process
Companies send cure letters to a customer who is in default, that is their account is delinquent,
before initiating vehicle repossession process. In addition to this letter, companies also send a letter
for notice of sale after repossessing a car from the customer. The requirement for sending the
different types of letters is driven by state government legislations. Through a letter administration
view, Siebel collection agents can provide a captive to capture the rules and templates for these
letters.
Through parameters set in Collections Administration, time fences and activities which vary state by
state are defined. Correspondence is then initiated by the collection agent, triggering a business
process that validates applicability, timing, selection of the proper template, and generation of the
letter.
To generate the cure process
1
Navigate to the Financial Accounts, then the Financial Account List view.
2
Drill down on the Account # field link for the selected record.
3
Click the Collections view tab, and then click the Correspondence link.
4
In the Correspondence list, select the record and click Generate Cure Letter.
A letter is generated and a record is created in the Correspondence.
To generate notice of sale letter
1
Navigate to the Financial Accounts, then the Financial Account List view.
2
In the Financial Accounts list, query for the account for whom the letter for notice of sale needs
to be generated, and then drill down on the Account # field link.
3
Click the Collections view tab, and then click the Correspondence link.
4
In the Correspondence list, select the record and then click Generate NOS Letter.
Managing the Repossession Process
A vehicle is repossessed when it is determined that due payments cannot be recovered from a
customer. A collection agent first determines if repossession should happen. Before repossession is
initiated, multiple steps of promise to pay (PTP) and Cure Letter generation must have been
executed. A senior collection agent or collection manager must approve the repossession process.
An external agency executes the repossession of vehicles.
NOTE: You cannot add new repossession agencies in the Repossession Agencies view. The only way
to add new agencies is from the Partner List view.
To add repossession partners
1
Navigate to the Partners, then the Partner List view.
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2
In the My Partners list, click new and complete the necessary fields.
3
To verify that the partner was added, navigate to Repossession, then the Repossession Agencies
view, and in the My Agencies list, query for the Repossession partner created in Step 2.
To add an agency employee
1
Navigate to the Repossessions, then the Repossessions Agencies view.
2
In the My Agencies list, select or query for the agency for which you need to add an employee to.
3
Drill down on the Agency Name field link, and then click the Agency Employees view tab.
4
Click new and complete the necessary fields.
To add repossession SRs
1
Navigate to the Financial Accounts, then the Financial Account List view.
2
Drill down on the Account # field link, and then click the Collections view tab.
3
Click the Repossessions SR link.
4
In the Repossessions SR list, click new and complete the necessary fields.
Some fields are described in the following table.
5
Field
Example
Send to For Approval
Login Person's Manager
Repossession Agency
The name of the agency
Area
Rep Vehicle
Sub Area
Rep Vehicle
Asset # / VIN
This is a vehicle identification number (VIN) that is populated from the
financial account record.
To view the Repossessed Vehicle, drill down on the SR # field link.
To create another activity to continue repossession for the SR
1
Navigate to the Service Request, then the Service Requests List view.
2
Drill down on the SR # field link, and then click the Repossess Vehicle view tab.
3
In the Activities list, query for Sub-Type: Rep Denied and Type: Request for Repossession.
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4
Click New, and complete the necessary fields.
Some fields are described in the following table.
Field
Example
Type
RepApproval Request
Description
Continuing repossession after reviewing account
again... please approve this time!
Priority
1-High
Owner
Collection Manager
To record details about the repossession service request
1
Navigate to the Service Request, then the Service Requests List view.
2
In the My Service Request list, query for the SR #, account, summary that you want to approve.
For example, in the Summary field query for *Rep* to find accounts that have been repossessed.
3
Drill down on the SR # field link, and then click the Repossess Vehicle view tab.
4
In the Activities list, in the Type field query for type of detail you want to record.
5
To approve, in the Sub-Type field, select Repossession Approved.
6
To deny the Approval Request, change Sub-Type field to Denied.
7
To send a package, the Sub-Type field, select Package Sent.
To complete repossession process
1
Navigate to the Activities, then the Activities List view.
2
In the Type field, query for Follow-Up.
3
In the Status drop-down list, select Done.
4
Navigate to Financial Accounts, then the Financial Account List view.
5
Drill down on the Account # field link for the account you wish to view.
6
Click Collections, then the Repossession SRs.
7
In the Repossessions SRs list, click New and complete the necessary fields.
Some fields are described in the following table.
Field
Example
Repossession Fee
$2902
Repossessed Date
Current date
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Managing Collections ■ Managing Skip Trace and Impound Service Requests
Managing Skip Trace and Impound
Service Requests
Collection agents can use the following view tabs to record skip trace, bankruptcy, and legal
information:
■
Skip Trace. Companies who are unable to contact or locate a delinquent customer, rely on a skip
trace agency to track down a customer. End users can use the Skip Trace view tab to record the
results of skip trace report.
Skip Trace has been created with an associated template for capture of details required to initiate
skip trace activities internally or externally. Association with Siebel Activity Plans enables
automatic creation of default activities associated with the Skip Trace process. Assignment
Manager operates on Skip Trace SR and associated activities to assign the appropriate Internal
or external resources.
■
Impound. Occasionally an government agency seizes a vehicle for various reasons, for example
if a vehicle is used for illegal purposes. At other times a customer may abandon a vehicle
somewhere or not pick up a vehicle from a repair shop. During this time, the government
agencies or repair shop informs the finance company (legal owner of vehicle when a vehicle is
leased) and the finance company then manages the process of securing the vehicle.
■
Bankruptcy. If a customer files for bankruptcy, end users can use the Bankruptcy view tab to
track bankruptcy information.
■
Legal. If a customer account becomes delinquent, end users can use the Legal view tab to track
information about delinquent accounts.
Most delinquent account situations are resolved through initial contact with the customer, acceptance
and fulfillment of a promise to pay (PTP). However seriously delinquent accounts present additional
challenges to companies and often require legal or outside-party involvement. There are four primary
directions to take as follows:
■
Referral to an outside collections agency. For more information, see the procedure on how
to assign a service request to a outside partner that follows.
■
Initiation of skip trace activities. An example of a skip trace activity is trying to locate a
debtor who cannot be reached through existing contact information. For more information, see
the procedure on record skip trace information that follows.
■
Processing impound notifications. Often impound notifications arise when physical
possession of a vehicle against which collections activities are in process, for example
abandonment at a repair facility or impound by police. For more information about impound
service requests, see the procedure on how to add impound service requests that follows.
■
Repossession of the vehicle from the debtor. For more information about repossessing
vehicles, see “Managing the Repossession Process” on page 107.
To record skip trace information
1
Navigate to the Financial Accounts, then the Financial Accounts List view.
2
In the Financial Accounts list, query to find the account you want to record skip trace information.
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3
Drill down on the Account # field link, and then click the Collections view tab, then the Skip Trace
SRs link.
4
In the Skip Trace list, click New and complete the necessary fields.
To record impound information
1
Navigate to the Financial Accounts, then the Financial Accounts List view.
2
In the Financial Accounts list, query to find the account you want to record skip trace information.
3
Drill down on the Account # field link, and then click the Collections view tab, then the Impound
SRs link.
4
In the Impound SR list, click New and complete the necessary fields.
Some fields are described in the table that follows.
Field
Comments
Summary
Add a summary for the Impound SR, for example
Impound initiated for customer ABC.
Asset #
The Serial # of the selected record that appears in the
field.
Select the appropriate Asset #.
5
To enter vehicle information, drill down on the SR # field link.
6
In the Auto CF Impound Vehicle Request form, complete the necessary fields.
Some of the fields might already be filled, in that case, verify that the vehicle information is
correct.
To record legal information related to a delinquent account
1
Navigate to the Financial Accounts, then the Financial Accounts List view.
2
In the Financial Accounts list, drill down on the Account # field link you want to view.
3
Click the Legal view tab.
4
In the Legal form, complete the necessary fields.
Managing Insurance Information
Companies must track the insurance policy associated with the vehicle. Absence of a valid insurance
policy triggers activity, often thought the collections organization, to contact the customer and
secure proof of insurance, or ultimately to secure insurance of the customer’s behalf at the
customer’s expense. Using the Siebel Automotive application, collection agents keep track of a
customer’s insurance policy by associating the insurance policy to a financial account.
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To associate insurance policies with financial accounts
1
Navigate to the Financial Accounts, then the Financial Accounts List view.
2
In the Financial Accounts list, drill down on the Account # field link you want to view.
3
Click the Collection view tab, and then click the Insurance link.
4
In the Insurance list, create a new record and complete the necessary fields.
Some of the fields are described in the table that follows.
Field
Comments
Start Date
Enter the current date and time.
Expiration Date
Enter a future date.
Has Needed Coverage
Checking this check box indicates that the
account has needed coverage.
Deductible Below Maximum
Checking this check box indicates that the
account deductible is below maximum.
Number
Example Potter1213
Company Name
Select the company name of the insurance
company for the account.
To add insurance contact information to financial accounts
1
Navigate to the Financial Accounts, then the Financial Accounts List view.
2
Select the financial account you which you add insurance contact information to.
3
In the Financial Accounts form, click New and complete the necessary fields.
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Managing Vehicles
This chapter provides information about standard Siebel Automotive functionality for vehicle
management. It consists of the following topics:
■
“Vehicles in Siebel Automotive” on page 113
■
“Scenario for Working with Vehicles” on page 113
■
“Vehicles Process Workflow” on page 114
■
“Entering Vehicle Records” on page 114
■
“Process of Managing Vehicle Records” on page 115
■
“Editing a Vehicle Record” on page 115
■
“Changing Vehicle Status” on page 115
■
“Deleting a Vehicle” on page 116
■
“Updating Vehicle Service History” on page 116
■
“Managing Vehicle Financial Details” on page 117
NOTE: Your company’s application configuration and business processes may differ from the
procedures or business scenarios presented in this chapter.
Vehicles in Siebel Automotive
In Siebel Automotive, vehicles are a specialized kind of asset. Vehicles can be owned by an account,
a dealer, or an individual contact. Vehicles can also be associated in relationships other than
ownership. Every vehicle is an instance of a defined product.
Scenario for Working with Vehicles
This scenario is an example of a workflow performed by the administrator and end user. Your
company may follow a different workflow according to its business requirements.
A call center representative for an automotive manufacturer receives an inbound call from a
customer who has a question about getting service for his car. The call center representative asks
the caller for the vehicle’s VIN, but he does not know it. She searches on his last name and phone
number in the Contacts view, and then she goes to the Contact Vehicles view to find that two vehicles
are associated with this contact. From the vehicle make and model, she identifies the correct vehicle
identification number (VIN) and drills down on the VIN to access the Vehicles screen.
NOTE: The VIN is unique for each vehicle.
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Managing Vehicles ■ Vehicles Process Workflow
On the Vehicles screen, the call center representative finds detailed information about the vehicle,
such as where and when it was built, its service and transaction history, and the individual contacts
and accounts that are associated with the vehicle.
Vehicles Process Workflow
Figure 23 illustrates the end-user workflow for working with vehicles.
Figure 23. Vehicles Workflow
NOTE: For information about procedures not covered in this book, such as updating contact and
account information, see Siebel Applications Administration Guide. For information about
multiorganization and position visibility, see Siebel Security Guide.
Entering Vehicle Records
Most vehicle records are entered into Siebel Automotive through EIM rather than through manual
entry. End users follow this procedure to manually enter a vehicle record. It includes a table that lists
and describes selected fields that are specific to vehicles.
To view, edit, create, and delete a vehicle
1
Navigate to the Administration - Vehicle screen.
2
In the Vehicles list, add, edit, or delete a record.
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Process of Managing Vehicle Records
To manage vehicle records, end users perform the following tasks:
1
“Editing a Vehicle Record” on page 115
2
“Changing Vehicle Status” on page 115
3
“Deleting a Vehicle” on page 116
4
“Updating Vehicle Service History” on page 116
5
“Managing Vehicle Financial Details” on page 117
Editing a Vehicle Record
Use this procedure to make changes to vehicle records. End users cannot add or delete vehicles.
This task is a step in “Process of Managing Vehicle Records” on page 115.
To edit a vehicle record
1
Navigate to the Vehicles screen.
2
Click the VIN link for a selected vehicle record.
3
Make changes to the record as needed.
4
Click the More Info tab to edit additional information for the vehicle.
NOTE: For fleet information, click a VIN link, and then click More Info. In the Fleet Information
field, the Fleet check box is a flag set to identify whether a vehicle belongs to Fleet or not, the
Company field is the fleet company to which the vehicle belongs, and Fleet Type is the type of
fleet the vehicle belongs to, such as, rental, ambulance, and so on.
Related Topics
“Changing Vehicle Status” on page 115
“Deleting a Vehicle” on page 116
“Updating Vehicle Service History” on page 116
“Managing Vehicle Financial Details” on page 117
Changing Vehicle Status
Use this procedure to change the status of a vehicle from Allocated to Available using the Vehicle
Administration screen. This view should not ordinarily be used; it exists only to correct errors when
a vehicle has been removed from a quote, but its Status field is still Allocated.
This task is a step in “Process of Managing Vehicle Records” on page 115.
For more information about vehicle allocation, see “Allocating Vehicles to a Quote” on page 135.
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To change the status of a vehicle
1
Navigate to the Administration - Vehicle screen.
2
Drill down on the VIN field link for a selected vehicle record.
3
Click the More Info view tab.
4
In the Inventory Information section, select the new status from the Status field drop-down list.
Related Topics
“Editing a Vehicle Record” on page 115
“Deleting a Vehicle” on page 116
“Updating Vehicle Service History” on page 116
“Managing Vehicle Financial Details” on page 117
Deleting a Vehicle
Use this procedure to delete a vehicle.
This task is a step in “Process of Managing Vehicle Records” on page 115.
To delete a vehicle
1
Navigate to the Administration - Vehicle screen.
2
Select a vehicle record, and click Delete.
Related Topics
“Editing a Vehicle Record” on page 115
“Changing Vehicle Status” on page 115
“Updating Vehicle Service History” on page 116
“Managing Vehicle Financial Details” on page 117
Updating Vehicle Service History
Use this procedure to view, edit, create, and delete service history for a vehicle.
This task is a step in “Process of Managing Vehicle Records” on page 115.
To view, edit, create, and delete vehicle service history
1
Navigate to the Administration - Vehicle screen.
2
Drill down on a VIN.
3
Click Service History.
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Managing Vehicles ■ Managing Vehicle Financial Details
4
In the Service History list, add, edit, or delete records.
NOTE: To edit a service history record, select the record from the Service History list, and make
any changes as needed.
Related Topics
“Editing a Vehicle Record” on page 115
“Changing Vehicle Status” on page 115
“Deleting a Vehicle” on page 116
“Managing Vehicle Financial Details” on page 117
Managing Vehicle Financial Details
Use this procedure to view, edit, create, and delete details about a vehicle’s lease, loan, or cash
payment options.
This task is a step in “Process of Managing Vehicle Records” on page 115.
To view, edit, create, and delete financial details for a vehicle
1
Navigate to the Administration - Vehicle screen.
2
Drill down on the VIN field link for a selected vehicle record.
3
Click the Financial Detail view tab.
4
In the Financial Detail list, add, edit, or delete records.
NOTE: Depending on the Financing Type, the Financial Details form displays different fields. For
example, if the Financing Type is Lease, the lower form displays tax rate percentages, monthly
payments, and capitalization information; if the Financing Type is Cash, the lower form displays
capitalized cost reductions and additions and total cost information.
Related Topics
“Editing a Vehicle Record” on page 115
“Changing Vehicle Status” on page 115
“Deleting a Vehicle” on page 116
“Updating Vehicle Service History” on page 116
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10 Managing Products
This chapter provides information about standard Siebel Automotive functionality for product
management. It consists of the following topics:
■
“Types of Products” on page 119
■
“About the List of Valid Vehicle Options” on page 119
■
“Scenario for Working with Automotive Products” on page 120
■
“Products Process Workflow” on page 121
■
“Process of Managing Products” on page 121
■
“Managing a Product’s Information” on page 121
■
“Associating Valid Options with a Product” on page 122
■
“Adding Product Features and Specifications” on page 123
NOTE: Your company’s application configuration and business processes may differ from the
procedures or business scenarios presented in this chapter.
Types of Products
There are two main types of products in Siebel Automotive:
■
Products of Type Vehicle and Type Option.
■
Product of Type Option can be associated with a product of Type Vehicle.
Once this association has been made, the options associated with the vehicle product become
valid options for the vehicle product.
Both vehicle and option products have their own distinct sets of features and specifications, which
can be edited by the administrator.
About the List of Valid Vehicle Options
A list of valid options displays in the options view of the Vehicle screen. These valid options come
from the product on which the vehicle has been based. You can select options for that particular
vehicle from this list of valid options.
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Managing Products ■ Scenario for Working with Automotive Products
In Siebel Automotive, products may be vehicle models, options, or groups of options associated with
a product.
NOTE: The Products screen displays information about hypothetical products that have no physical
instance, while the Vehicles screen provides information about specific, physical vehicles. A product
is an idea or a concept, while a vehicle is something real that can be driven, serviced, and sold to
customers.
To effectively set up products and their associated attributes, follow the workflow process that is
described in Siebel Product Administration Guide before performing procedures in this chapter.
Scenario for Working with Automotive
Products
This scenario is an example of a workflow performed as an administrator. Your company may follow
a different workflow according to its business requirements.
Administrator tasks, such as setting up products, specifications, features, and options must all be
performed prior to the following business scenario.
A customer buys a new car from a dealership. There were three valid options for the product: CD
player, cassette player, and sunroof. The customer chose only the cassette player and the sun roof.
The sunroof and cassette player are the options for the vehicle. All three are valid options for the
product and vehicle.
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Managing Products ■ Products Process Workflow
Products Process Workflow
Figure 24 illustrates the administrator workflow for working with products.
Figure 24. Products Workflow
NOTE: For more information on initial set up for products, see Siebel Product Administration Guide.
Process of Managing Products
After a product has been created, you can define the features, specifications, and options for a
product through the Product Administrations screen. Defining these attributes allows end users to
view and use information about a product in a sales or service interaction with a potential customer.
To manage products using Siebel Automotive, perform the following tasks:
1
“Managing a Product’s Information” on page 121.
2
“Associating Valid Options with a Product” on page 122.
3
“Adding Product Features and Specifications” on page 123.
Managing a Product’s Information
Use this procedure to view, edit, create, and delete a product. You can define product information
about options, features, and specifications.
NOTE: The fields in the More Info view change according to what is chosen in the Type field on the
Product form.
This task is a step in “Process of Managing Products” on page 121.
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To view, edit, create, and delete a product as a vehicle
1
Navigate to the Administration - Product screen.
2
In the Products form, add, edit, or delete records.
Related Topics
“Associating Valid Options with a Product” on page 122
“Adding Product Features and Specifications” on page 123
Associating Valid Options with a Product
For an option to be associated with a vehicle as an installed option, you must first associate an
optional product with the vehicle’s product definition as a valid option.
This task is a step in “Process of Managing Products” on page 121.
Related Topics
“Managing a Product’s Information” on page 121
“Adding Product Features and Specifications” on page 123
Defining a Product as an Option
Use this procedure to define a product as an option.
This task is a step in “Associating Valid Options with a Product” on page 122.
To define a product as an option
1
Navigate to the Administration - Product screen.
2
Create a new record.
3
In the Type field, select Option.
4
If the newly defined option is to be associated with one or more vehicles, click Create Asset.
5
Complete the fields as necessary.
Related Topic
“Associating an Option with a Product of Type Equal to Vehicle” on page 122
Associating an Option with a Product of Type Equal to Vehicle
Use this procedure to associate an option with a product of type equal to vehicle.
This task is a step in “Associating Valid Options with a Product” on page 122.
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Managing Products ■ Adding Product Features and Specifications
To associate an option with a product of Type equal to Vehicle
1
Navigate to the Administration - Product screen, then the Valid Options view.
2
In the Valid Options list, add, edit, or delete records.
Related Topic
“Associating an Option with a Product of Type Equal to Vehicle” on page 122
Adding Product Features and
Specifications
Use this procedure to add features and specifications that are related to an automotive product. This
information is for the supply sales and service personnel.
This task is a step in “Process of Managing Products” on page 121.
NOTE: You must create features and specifications before adding them to a specific product.
Working with Product Features
Use this procedure to view, edit, create, and delete a feature for a product.
This task is a step in “Adding Product Features and Specifications” on page 123.
To view, edit, create, and delete a feature for a product
1
Navigate to the Administration - Product screen, then the Product Features view.
2
In the Product Features list, add, edit, or delete records.
Associating a Feature with a Product
Use this procedure to associate a feature with a product.
This task is a step in “Adding Product Features and Specifications” on page 123.
To associate a feature with a product
1
Navigate to the Administration - Product screen, then the Products view.
2
Drill down on the Name field link for a selected product record.
3
In the Administration - Product link bar, click the Features link.
4
In the Features list, create a new record.
5
In the Category field, select the category for the feature you just created in “Working with Product
Features” on page 123.
6
Complete the fields as necessary.
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Working with Product Specifications
Use this procedure to view, edit, create, and delete a specification for a product.
This task is a step in “Adding Product Features and Specifications” on page 123.
To view, edit, create, and delete a specification for a product
1
Navigate to the Administration - Product screen, then the Specifications view.
2
In the Specifications list, add, edit, or delete records.
Associating a Specification with a Product
Use this procedure to associate a specification with a product.
This task is a step in “Adding Product Features and Specifications” on page 123.
To associate a specification with a product
1
Navigate to the Administration - Product screen, then the Products view.
2
Select the product record that you want to associate a specification with.
3
In the Administration - Product link bar, click the Specifications link.
4
In the Specifications list, create a new record.
5
In the Category field, select the category for the specification you just created in “Working with
Product Specifications” on page 124.
6
Complete the fields as necessary.
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11 Associating
Vehicles with
Opportunities
This chapter provides information about standard Siebel Automotive functionality for opportunity
management. It consists of the following topics:
■
“About Opportunities” on page 125
■
“Associating a Vehicle with an Opportunity” on page 125
NOTE: Your company’s application configuration and business processes may differ from the
procedures or business scenarios presented in this chapter.
About Opportunities
In Siebel Automotive, an opportunity is a potential revenue-producing event. An opportunity often
has a close date, a win probability, and a sales team.
Many of the procedures for working with opportunities can be found in Siebel eSales Administration
Guide. A procedure that is specific to Siebel Automotive is adding revenue information to an
opportunity.
Associating a Vehicle with an
Opportunity
Use this procedure to associate a vehicle, vehicle model, and product line with an existing
opportunity.
To associate a vehicle with an opportunity
1
Navigate to the Opportunities screen, then the Opportunities List view.
2
Drill down on the Opportunity Name field link for a selected opportunity record.
3
Click the Revenues view tab.
4
In the Revenues link bar, click the List link.
5
In the List, add, edit, or delete records.
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6
Complete the fields as necessary.
Some fields are described in the following table.
126
Field
Description
Revenue
Amount expected to make from the opportunity.
Probability %
Probability of the opportunity.
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12 Setting Up Households
This chapter provides information about standard Siebel Automotive functionality for household
management. It consists of the following topics:
■
“About Households” on page 127
■
“Scenario for Working with Households” on page 127
■
“Process of Working with Households” on page 128
■
“Viewing Vehicles Associated with a Household” on page 128
■
“Associating Team Members with a Household” on page 128
NOTE: Your company’s application configuration and business processes may differ from the
procedures or business scenarios presented in this chapter.
About Households
Households are entities comprising individual consumers or contacts that are economically affiliated
and who share common purchasing or service interests. The Households screen provides information
on households and the relationships that contacts have with households.
Households are optional and are not required to effectively use Siebel Automotive; however, if your
company plans to target marketing and sales campaigns to a demographic group of potential
customers, then household information may be valuable to marketing, sales, and service managers.
Through the association of contacts with households, Siebel Automotive allows marketing and
service managers to see vehicles, opportunities, and service requests associated with household
members. Managers can also use Oracle Business Intelligence to segment household data to target
households that meet various demographic and purchasing trend criteria.
Scenario for Working with Households
This topic provides a scenario for business-to-consumer selling. The order in which the procedures
are performed may vary based on your company’s business practices.
A sales representative at an auto dealership sold a vehicle to a customer who is a stockbroker with
a high income and net worth. The sales representative entered the customer as a contact, qualified
the opportunity, and then associated activities with the sales opportunity. The representative also
created a household and associated it with the customer as the primary contact.
The representative learned that the customer’s wife and college-aged daughters own and drive a
total of three vehicles. The daughters now share a vehicle, but because they are going to different
colleges, the household needs to add a vehicle. The sales representative enters the information into
Siebel Automotive and sends product literature with a letter inviting the customer and his family to
come test drive a new vehicle.
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Process of Working with Households
End users, primarily sales and service representatives, work with households in Siebel Automotive.
How an end user proceeds depends on whether he is working with an existing household or setting
up a new one. If the household exists, the end user can associate it with a contact from the
Household screen, but all other associations must be made from the Contacts screen.
NOTE: Application administrator procedures that are specific to their job role are described in Siebel
Applications Administration Guide. Additionally, application administrators may perform end user
procedures described in this chapter.
To work with households, end users perform the following tasks:
1
“Viewing Vehicles Associated with a Household” on page 128
2
“Associating Team Members with a Household” on page 128
Viewing Vehicles Associated with a
Household
Use this procedure to view vehicles associated with a contact, which may belong to a household.
Vehicle information can provide household trends about make, model, and other vehicle features
within a household.
This task is a step in “Process of Working with Households” on page 128.
To view vehicles associated with a household
1
Navigate to the Households screen, then the List view.
2
Drill down on the Name field link for a selected household record.
3
Click the Vehicles view tab.
Related Topic
“Associating Team Members with a Household” on page 128
Associating Team Members with a
Household
Use this procedure to associate sales and service team members with a household in order to add
and qualify opportunities and perform followup sales, marketing, and service procedures.
NOTE: The first team member added to a household is marked as the primary access. Only one team
member for each household can have primary access. Click in the Primary field of the team member
who has primary access to change the primary access for a household.
This task is a step in “Process of Working with Households” on page 128.
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Setting Up Households ■ Associating Team Members with a Household
To associate team members with a household
1
Navigate to the Households screen, then the List view.
2
Select a household record.
3
In the Team field, add one or more team members.
Related Topic
■ “Viewing Vehicles Associated with a Household” on page 128
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13 Managing Quotes
This chapter provides information about quote management Siebel Automotive functionality that
application administrators and end users can use to manage quotes in their daily job roles. It consists
of the following topics:
■
“About Quotes” on page 131
■
“Scenario for Working with Automotive Quotes” on page 131
■
“Quotes Process Workflow” on page 132
■
“Process of Creating Quotes” on page 132
■
“Setting the Price List for Quotes” on page 133
■
“Creating Quotes” on page 133
■
“Copying or Revising a Quote” on page 133
■
“Allocating Vehicles to a Quote” on page 135
NOTE: Your company’s application configuration and business processes may differ from the
procedures or business scenarios presented in this chapter.
About Quotes
A quote is a formal offer for products or services proposed at specific prices and related payment
terms that are sent to prospective customers.
Quotes are used to give the individual or business customer a representation of the total cost for
vehicles and services they are considering. A customer service representative can give the customer
a quote that is structured to meet his or her requirements.
Scenario for Working with Automotive
Quotes
This scenario is an example of a workflow performed by the administrator and end user. Your
company may follow a different workflow according to its business requirements.
A sales representative at a dealership is asked to provide quotes for three vehicles for a potential
customer. She first sets the price list for the quotes, and then adds the quote. After associating the
first quote with the potential customer (opportunity), she copies it twice and revises the copied
quotes for the second and third quotes.
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With all three quotes created and associated with the opportunity, the sales representative shares
the quote with the customer. A day later, the customer calls back expressing interest in one of the
vehicles. The sales representative allocates the vehicle, holding it while the customer makes a
purchasing decision.
Quotes Process Workflow
Figure 25 illustrates the end-user workflow for working with quotes.
Figure 25. Quotes Workflow
NOTE: For information about procedures not covered in this book, such as creating an opportunity
and adding products, see Siebel Applications Administration Guide.
Process of Creating Quotes
To create quotes, end users perform the following tasks:
1
“Setting the Price List for Quotes” on page 133
2
“Creating Quotes” on page 133
3
“Copying or Revising a Quote” on page 133
4
“Allocating Vehicles to a Quote” on page 135
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Managing Quotes ■ Setting the Price List for Quotes
Setting the Price List for Quotes
Before creating a quote, use this procedure to set the default price list that you want to use in the
quote process.
This task is a step in “Process of Creating Quotes” on page 132.
To set a default price list
1
Navigate to the User Profile Preferences screen, then the Price List & Sales Methodology view.
2
In the Price List field, select the price list that you want to use as a default for the Quotes screen.
3
If needed, select a sales methodology from the Sales Methodology drop-down list.
Related Topics
“Creating Quotes” on page 133
“Copying or Revising a Quote” on page 133
“Allocating Vehicles to a Quote” on page 135
Creating Quotes
Use this procedure to create quotes.
This task is a step in “Process of Creating Quotes” on page 132.
To create a new quote
1
Navigate to the Quotes screen, then the List view.
2
From the visibility filter, select My Quotes.
3
In the Quotes list, create a new record.
4
Complete the fields as necessary.
Related Topics
“Setting the Price List for Quotes” on page 133
“Copying or Revising a Quote” on page 133
“Allocating Vehicles to a Quote” on page 135
Copying or Revising a Quote
There are two ways to create a quote based on an existing quote:
■
“Using Copy Record to Copy or Revise a Quote” on page 134
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■
“Using Revise to Copy or Revise a Quote” on page 135
This task is a step in “Process of Creating Quotes” on page 132.
NOTE: The user can use the Quote screen to create a new opportunity associated with an existing
or new account. The user cannot use the Quotes screen to edit any existing opportunity or account.
The user cannot change the association between any existing opportunity and account, but the user
can associate a different opportunity or account with the quote.
Related Topics
“Setting the Price List for Quotes” on page 133
“Creating Quotes” on page 133
“Allocating Vehicles to a Quote” on page 135
Using Copy Record to Copy or Revise a Quote
This procedure uses the Copy Record command to copy or revise a quote.
To use Copy Record to copy or revise a quote
1
Navigate to the Quotes screen, then the List view.
2
Select a quote record that you want to copy or revise.
3
Click Menu, and select Copy Record.
The following action occurs:
■
A new quote number is created for the quote.
■
All appropriate data is copied to the new record except for the Name, Created, and Quote
Number fields.
■
The quote Number is assigned automatically, the Name is left blank, and the Created date
changes to today’s date.
■
The Revision field has a value of 1; the Price List reflects the selection made on the Quote
tab of the Options dialog box and copies all line items.
Related Topics
“Setting the Price List for Quotes” on page 133
“Creating Quotes” on page 133
“Copying or Revising a Quote” on page 133
“Allocating Vehicles to a Quote” on page 135
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Managing Quotes ■ Allocating Vehicles to a Quote
Using Revise to Copy or Revise a Quote
This procedure uses the Revise button to copy or revise a quote.
NOTE: The first version remains inactive and remains for historical tracking, but the user can mark
the previous version as Active and then revise it.
To use Revise to copy or revise a quote
1
Navigate to the Quotes screen, then the List view.
2
Select a quote record that you want to copy or revise.
3
Click Revise.
The following action occurs:
■
All appropriate data is copied to the new record, including the Name and Quote Number
fields, excluding the Revision field.
■
The quote number remains the same.
■
The number in the Revision field increases.
■
The previous revision deactivates.
■
All line items and the price list are copied.
■
The status is set to the first status value (usually In Progress).
■
The Date field reflects today’s date.
Related Topics
“Setting the Price List for Quotes” on page 133
“Creating Quotes” on page 133
“Copying or Revising a Quote” on page 133
“Allocating Vehicles to a Quote” on page 135
Allocating Vehicles to a Quote
Use this procedure to allocate a vehicle from dealer inventory in order to reserve the vehicle for a
specific customer opportunity.
For a vehicle to be allocated to a quote, the Status field for that vehicle should be Available.
This task is a step in “Process of Creating Quotes” on page 132.
To allocate vehicles to a quote
1
Navigate to the Quotes screen, then the List view.
2
Drill down on the Quote # field link for a selected quote record.
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3
Click the Vehicles view tab.
4
Select the product record upon which the vehicle was based.
5
Scroll down to the Vehicles list, and create a new record.
6
Click the select button on the VIN # field.
The Pick Vehicle dialog box displays all vehicles whose product matches the Product field of the
line item selected in the Line Items list, that have a Status of Available, and that are in the same
organization as that of the user.
NOTE: Allocating a vehicle to a quote changes the status of the vehicle to Allocated. Deleting a
vehicle from a quote changes the status of the vehicle to Available.
7
Select a vehicle and click ok.
Related Topics
“Creating Quotes” on page 133
“Copying or Revising a Quote” on page 133
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14 Managing Service Requests
This chapter provides information about standard Siebel Automotive functionality for service request
management that application administrators and end users can use to manage service requests in
their daily job roles. It consists of the following topics:
■
“About Service Requests” on page 137
■
“About Service Request Channels” on page 137
■
“Scenario for Working with Automotive Service Requests” on page 138
■
“Process of Working with Service Requests” on page 138
■
“Automotive Captive Finance Service Request Types” on page 138
■
“Creating a Service Request” on page 138
■
“Assigning the Service Request” on page 139
■
“Providing Details of Services to Be Performed” on page 141
■
“Researching and Resolving a Service Request” on page 141
NOTE: Your company’s application configuration and business processes may differ from the
procedures or business scenarios presented in this chapter.
About Service Requests
A service request is a customer request for information about or assistance with products or services
bought from a company. Service request records track customer requests and accompanying
responses and are the central data object for managing potentially complex service issues to rapid,
consistent, and correct resolution.
Service requests permit end users to create, assign, and manage customer service issues. They
provide quick access to the customer’s assets, profile, open issues, related product issues, and
service agreement information. Each service request can include short and extended descriptions of
the problem, problem categories, levels of severity and priority, and status tracking with the opening
and closing date and time. Each service request can also include many important details such as
related activities, related attachments, and relevant solutions.
About Service Request Channels
Depending on how an organization is structured, representatives can receive a service request
through many different channels. These channels may include:
■
Direct telephone calls, often routed to the representative through an Automated Call Distributor
(ACD)
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■
Email requests
■
Internet requests logged automatically by customers over the Internet
■
Customers walking into a service center
For new service issues, it is necessary to enter a service request directly from the Service screen.
Scenario for Working with Automotive
Service Requests
A customer calls a call center to report a vehicle that does not release its emergency brake. The
service representative opens a new service request, enters the customer and product information,
and records the customer’s description of the problem. The application associates key information
with the service request, which gives the representative access to the customer’s profile.
The service representative assigns the service request to a dealer, who works to fix the request.
Process of Working with Service
Requests
Service requests vary in difficulty, type of resolution, and impact on the organization. The typical
service request cycle involves initiating a service request, resolving the customer service issue, and
then tracking and analyzing the requests for process improvements which can benefit the
organization by avoiding or quickening the resolution of future service issues.
To work with service requests, end users perform the following tasks.
1
“Creating a Service Request” on page 138
2
“Assigning the Service Request” on page 139
3
“Providing Details of Services to Be Performed” on page 141
4
“Researching and Resolving a Service Request” on page 141
Automotive Captive Finance Service
Request Types
There are many different account service request types available for automotive captive finance
companies. For details, see the Account Services topic on service requests in the Siebel Finance
Guide.
Creating a Service Request
Use this procedure to create a service request.
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Managing Service Requests ■ Assigning the Service Request
This task is a step in “Process of Working with Service Requests” on page 138.
NOTE: There are many different account service request types available for automotive captive
finance companies. For details, see the Account Services topic on service requests in the Siebel
Finance Guide.
To create a service request
1
Navigate to the Service Requests screen, then the Service Requests List view.
2
From the visibility filter, select My Service Requests.
3
In the Service Request form, create a new record.
4
a
In the Type field, select Asset Finance.
b
In the Area field, select the type of service request.
Complete the fields as necessary.
NOTE: Information about the service request can also be entered on the More Info form.
Assigning the Service Request
This topic discusses the three ways to assign a service request and the circumstances under which
each would be appropriate.
This task is a step in “Process of Working with Service Requests” on page 138.
Assigning the Service Request Manually
Use this procedure to assign a service request to a representative after the details have been
entered, and it has been determined that the issue cannot be resolved by the receiving
representative. Service requests can be assigned to a dealer or a service center.
To assign a service request manually
1
Navigate to the Service Requests screen, then the Service Requests List view.
2
From the visibility filter, select All Service Requests.
3
Select a SR # record.
4
In the Sub Status field, select Assigned.
5
In the Owner field, select the person to whom you want to assign the request.
Using Assignment Manager to Assign Service Requests
This method of assigning service requests requires a representative to use Assignment Manager.
Assignment Manager automatically designates a customer service representative or call center agent
based on skill level and availability.
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Managing Service Requests ■ Assigning the Service Request
To assign a service request using Assignment Manager
1
Navigate to the Service Requests screen, then the Service Requests List view.
2
From the visibility filter, select All Service Requests.
3
Select a SR # record.
4
In the lower form applet, click Menu, and select Assign.
NOTE: The application automatically assigns the service request to a representative or presents
a list of potential assignees based on skills and other rating criteria. If presented with a list of
eligible assignees, select one and close the assignment window.
Assigning Service Requests Using Dealer Assignment
Use this procedure to automatically assign a service request to a dealer or set up an appointment
time with a dealer to deal with a service request.
To use Dealer Assignment to assign service requests
1
Navigate to the Service Requests screen, then the Service Requests List view.
2
Drill down on the SR # field link for a selected service request record.
3
Click the Dealer Assignment view tab and perform actions appropriate for your situation, as
described in the following table:
To...
Then...
Assign the service request
Select one of the following options from the
Automatically Assign Service Request to a
Dealer drop-down list:
■
Preferred Service Dealer
■
Selling Dealer
NOTE: For a service request to be assigned to
either of the two values, they should have
been set for the vehicle.
For more information about setting values for
a vehicle, see “Editing a Vehicle Record” on
page 115.
140
Manually pick the dealer to assign this service
request
Select the dealer from the Pick a Dealer field.
Set an appointment
Create a new record in the Appointment Time
form and enter the time and date of the
appointment.
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Managing Service Requests ■ Providing Details of Services to Be Performed
Providing Details of Services to Be
Performed
Use this procedure to view, edit, create, and delete record details of services to be performed for
this service request.
This task is a step in “Process of Working with Service Requests” on page 138.
To provide details of services to be performed
1
Navigate to the Service Requests screen, then the Service Requests List view.
2
Drill down on the SR # field link for a selected service request record.
3
Click the Services To Be Performed view tab.
4
In the Services To Be Performed list, add, edit, or delete records.
NOTE: The options in the Service Type drop-down list depend on what you select in the Category
drop-down list.
Researching and Resolving a Service
Request
Use this procedure to resolve an open service request based on solutions that exist in the application.
In this case, the appropriate solution is attached to the service request for reference and is used by
other representatives in resolving similar service issues in the future.
This task is a step in “Process of Working with Service Requests” on page 138.
To research and resolve a service request
1
Navigate to the Service Requests screen, then the Service Requests List view.
2
Drill down on the SR # field link for a selected service request record that you want to resolve.
3
To view related service requests, click the Related SRs view tab to see if the problem has been
solved before.
NOTE: You can also view additional information on the Decisions Issues tab.
If...
Then...
You find a relevant service request
Use Attach to attach it to the current service
request.
A solution is still needed
Perform a full knowledge search and attach
any relevant solutions to the current service
request.
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Managing Service Requests ■ Researching and Resolving a Service Request
4
From the Status field drop-down list, select Closed.
NOTE: When selecting Closed, the application automatically sets the Sub Status field to Resolved
and populates the current date and time in the Closed field.
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15 Tracking Service History
This chapter describes how to use Siebel Automotive’s Service History screen to view information
about the types of services and repairs done on a specific vehicle. It consists of the following topics:
■
“Scenario for Tracking Automotive Service History Scenario” on page 143
■
“Process of Tracking Service History” on page 143
■
“Creating a New Service History Record” on page 144
■
“Managing Services Performed” on page 144
■
“Managing Manufacturer and Customer Pay” on page 145
■
“Working with Service History” on page 145
Scenario for Tracking Automotive
Service History Scenario
Customers, manufacturers, and dealers can keep track of all services and repairs performed on
vehicles.
This topic provides scenarios for service history. The order in which the procedures are performed
may vary based on the business practices of the end user’s company.
Usually, dealers report service history for vehicles that are under warranty, using the same
manufacturer-provided interface that they use to report sales. The manufacturer can import this data
into Siebel Automotive using EIM.
The service history is automatically visible to the servicing dealer. If the value in the Servicing Dealer
field is the organization of the employee who is logged in, then that employee is able to view the
service history.
A customer buys a vehicle from a dealer and sets up a maintenance plan with the dealership. After
1,500 miles, the customer schedules an oil change with the dealership’s service department.
After the oil change, the dealership logs the service, and the information is shared with the
manufacturer. The dealer is aware of all services performed on the vehicle, and the next time the
customer comes to the dealer Web site to track his service and repair history, the manufacturer is
able to market other products to him.
Process of Tracking Service History
Car dealerships (dealers) use the Service History screen to create a new service history record after
a vehicle has been serviced. They can also use the Service History screen to view a list of all services
performed on a vehicle.
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Tracking Service History ■ Creating a New Service History Record
To track service history, end users perform the following tasks:
1
“Creating a New Service History Record” on page 144
2
“Managing Services Performed” on page 144
3
“Managing Manufacturer and Customer Pay” on page 145
4
“Working with Service History” on page 145
Creating a New Service History Record
Use this procedure to add a new service history record.
This task is a step in “Process of Tracking Service History” on page 143.
To create a service history record
1
Navigate to the Service History screen.
2
In the Service History list, create a new record.
3
Complete the fields as necessary.
Related Topics
“Managing Services Performed” on page 144
“Managing Manufacturer and Customer Pay” on page 145
“Working with Service History” on page 145
Managing Services Performed
Use this procedure to view, edit, create, and delete services performed.
This task is a step in “Process of Tracking Service History” on page 143.
To view, edit, create, and delete services performed
1
Navigate to the Service History screen.
2
Drill down on the SR # field link for a selected service request record.
3
Click the Services Performed view tab.
4
In the Services Performed list, add, edit, or delete records.
NOTE: In the Category field, the options are Preventive Maintenance, Repair, or Other. The
choices in the Service Type drop-down list are determined by the option selected in the Category
field.
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Tracking Service History ■ Managing Manufacturer and Customer Pay
Related Topics
“Creating a New Service History Record” on page 144
“Managing Manufacturer and Customer Pay” on page 145
“Working with Service History” on page 145
Managing Manufacturer and Customer
Pay
Use this procedure to show manufacturer and customer pay records.
This task is a step in “Process of Tracking Service History” on page 143.
To manage manufacturer and customer pay
1
Navigate to the Service History screen.
2
Drill down on the SR # field link for a selected service request record.
3
Click the Labor Operation Codes view tab.
In
You can
The Manufacturing Pay list
Add, edit, or delete records.
The Customer Pay list
Add, edit, or delete records.
Related Topics
“Creating a New Service History Record” on page 144
“Managing Services Performed” on page 144
“Working with Service History” on page 145
Working with Service History
Use this procedures to view, edit, create, and delete service history for a vehicle or for a contact.
This task is a step in “Process of Tracking Service History” on page 143.
To view, edit, create, and delete the service history for a particular vehicle
1
Navigate to the Vehicles screen.
2
Drill down on the VIN field link for a selected vehicle record.
3
Click the Service History view tab.
4
In the Service History list, add, edit, or delete records.
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Tracking Service History ■ Working with Service History
To view, edit, create, and delete the service history for a particular contact
1
Navigate to the Contacts screen, then the Contacts List view.
2
Drill down on the Contact field link for a selected contact record.
3
Click the Service History view tab.
4
In the Service History list, add, edit, or delete records.
Related Topics
“Creating a New Service History Record” on page 144
“Managing Services Performed” on page 144
“Managing Manufacturer and Customer Pay” on page 145
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16 Tracking Sales History
This chapter provides information about standard Siebel Automotive functionality for tracking sales
history. It consists of the following topics:
■
“About Tracking Sales History” on page 147
■
“Scenario for Tracking Automotive Sales History” on page 147
■
“Process of Tracking Sales History” on page 148
■
“Creating a New Sales History Record” on page 148
■
“Viewing Sales History” on page 148
NOTE: Your company’s application configuration and business processes may differ from the
procedures or business scenarios presented in this chapter.
About Tracking Sales History
In the automotive industry, the automobile manufacturers sell vehicles to the dealers. In turn, the
dealers sell vehicles to the consumers. The manufacturer sells the vehicle to the dealer at a certain
price (Dealer Invoice) and suggests a retail price (Manufacturer Suggested Retail Price or MSRP) for
the vehicle. As a result, the dealer’s profit is the difference between MSRP and Dealer Invoice.
Dealers report their sales transactions to the manufacturers using proprietary interfaces. That data
can be used by manufacturers who create targeted marketing campaigns and also for personalized
interactions. The manufacturers load that data into Siebel Automotive using Enterprise Integration
Manager (EIM).
Dealers need to periodically report back sales of all new vehicles to the manufacturer using a batch
mode interface called Dealer Communication Systems (DCS). The information dealers provide to the
manufacturers varies from dealer to dealer. In some cases, dealers may only provide the Vehicle
Identification Number (VIN) of the vehicle sold, along with a contact name and address. However, in
some cases, dealers may additionally provide the price at which the vehicle was sold along with the
VIN, contact name, and address.
Scenario for Tracking Automotive Sales
History
This topic provides scenarios for sales history. The order in which the procedures are performed may
vary based on the business practices of the end user’s company.
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Tracking Sales History ■ Process of Tracking Sales History
Siebel Automotive allows you enter or import a vehicle’s sales history. Usually, dealers maintain their
sales history in a Dealer Management System (DMS). After making a sale, the dealer reports it to
the manufacturer, using an interface provided by the manufacturer. The OEM can then import it into
Siebel Automotive using Siebel’s Enterprise Integration Manager (EIM).
The sales history is automatically visible to the selling dealer. If the value in the Selling Dealer field
is the organization of the employee who is logged in, then that employee is able to view the sales
history.
Process of Tracking Sales History
Car dealerships (dealers) are end users of the Sales History tab. Dealers can use the Sales History
screen to create a new sales history record after the sale of a vehicle, and the dealers can also use
the Sales History screen to view the sales history for their dealership.
To track sales history, end users perform the following tasks:
1
“Creating a New Sales History Record” on page 148
2
“Viewing Sales History” on page 148
NOTE: OEMs can also use this data to create targeted campaigns and personalize customer
interactions.
Creating a New Sales History Record
A dealer can use this procedure to add a new sales history record.
NOTE: Most sales history records are added to Siebel Automotive using Enterprise Integration
Manager (EIM).
This task is a step in “Process of Tracking Sales History” on page 148.
To create a sales history record
1
Navigate to the Sales History screen.
2
In the Sales History list, create a new record.
Related Topic
“Viewing Sales History” on page 148
Viewing Sales History
Use these procedures to view sales history for a vehicle or for a contact. The Sales History screen
contains a list of all sales transactions.
This task is a step in “Process of Tracking Sales History” on page 148.
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Tracking Sales History ■ Viewing Sales History
To view the sales history for a particular vehicle
1
Navigate to the Vehicles screen.
2
Drill down on the VIN field link for a selected vehicle record.
3
Click the Sales History view tab.
To view the sales history for a particular contact
1
Navigate to the Contacts screen, then the Contacts List view.
2
Drill down on the Last Name field link for a selected contact record.
3
Click the Sales History view tab.
Related Topic
“Creating a New Sales History Record” on page 148
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Tracking Sales History ■ Viewing Sales History
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17 Setting
Up Preventive
Maintenance
This chapter provides information about standard Siebel Automotive functionality for preventive
maintenance that is relevant to both application administrators and end users, including service and
support center representatives.
NOTE: Your company’s application configuration and business processes may differ from the
procedures or business scenarios presented in this chapter.
This chapter is an introduction to preventive maintenance for Siebel Automotive. For more
information on preventive maintenance and the preventive maintenance engine, see Siebel Field
Service Guide.
This chapter consists of the following topics:
■
“Scenarios for Working with Automotive Preventive Maintenance” on page 151
■
“Process of Setting Up Preventive Maintenance” on page 152
■
“Setting a Trigger for a Preventive Maintenance Plan” on page 152
■
“Associating a Preventive Maintenance Plan with a Product” on page 153
■
“Associating a Preventive Maintenance Plan with Vehicles” on page 154
■
“Process of Tracking Preventive Maintenance” on page 154
■
“Viewing Preventive Maintenance History for a Vehicle” on page 155
■
“Working with Preventive Maintenance Plans for a Vehicle” on page 155
Scenarios for Working with Automotive
Preventive Maintenance
The preventive maintenance engine can automatically generate service requests and activities based
on triggers set up for mileage, time intervals, or threshold events.
This topic provides scenarios for business-to-consumer preventive maintenance. The order in which
the procedures are performed may vary based on the business practices of the end user’s company.
There are two types of preventive maintenance plans that can be used to generate preventive
maintenance actions:
■
“Periodic Maintenance Scenario” on page 152
■
“Triggered Maintenance Scenario” on page 152
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Setting Up Preventive Maintenance ■ Process of Setting Up Preventive Maintenance
Periodic Maintenance Scenario
Periodic maintenance is recommended by the manufacturer and is known in advance of the
scheduled event.
A dealership sold a vehicle to a customer a few months ago. Based on the common driving habits,
the dealership has set up calculations to determine the average mileage the customer drives during
a time period. Once the time period elapses, the Siebel Automotive preventive maintenance engine
automatically creates a preventive maintenance action and generates an activity and a service
request. The activity reminds the dealership to call the new customer and schedule an appointment
for the recommended service. This scenario provides the dealership with an opportunity to gain
revenue from the ongoing service associated with the vehicle.
Triggered Maintenance Scenario
Maintenance can be triggered based on data received from the vehicle. For example, if the vehicle’s
oil pressure drops below a specified level, Siebel Automotive can generate a preventive maintenance
action to notify the customer to take the vehicle to the dealer for service.
Process of Setting Up Preventive
Maintenance
You can use the Preventive Maintenance screen to set up preventive maintenance plans, define
preventive maintenance plan triggers, associate a preventive maintenance plan with a product and
vehicles, and assign actions for a preventive maintenance plan.
NOTE: For information about procedures not covered in this book, such as associating templates and
setting up preventive maintenance plans, see Siebel Field Service Guide.
To set up preventive maintenance, perform the following tasks:
1
“Setting a Trigger for a Preventive Maintenance Plan” on page 152
2
“Associating a Preventive Maintenance Plan with a Product” on page 153
3
“Associating a Preventive Maintenance Plan with Vehicles” on page 154
NOTE: For information on how to set up the preventive maintenance engine parameters and a
preventive maintenance plan, see Siebel Field Service Guide.
Setting a Trigger for a Preventive
Maintenance Plan
After a preventive maintenance plan has been set up and the appropriate service request templates
and activity templates have been defined, you can set the trigger for a preventive maintenance plan,
which defines the type of plan and how the service interval is determined in Siebel Automotive. This
procedure is based on a mileage trigger for maintenance.
This task is a step in “Process of Setting Up Preventive Maintenance” on page 152.
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Setting Up Preventive Maintenance ■ Associating a Preventive Maintenance Plan with a
Product
To set up a trigger for a preventive maintenance plan
1
Navigate to the Preventive Maintenance screen, then the Preventive Maintenance List view.
2
Select a preventive maintenance plan record.
3
Click the Triggers view tab, and take the following action:
■
Time Interval list. Add, Edit, or Delete records.
■
Usage list. Add, Edit, or Delete records.
■
Month-Day list. Add, Edit, or Delete records.
■
Threshold list. Add, Edit, or Delete records.
■
Event list. Add, Edit, or Delete records.
NOTE: Preventive maintenance plans can have any number of triggers of any type (Time
Interval, Usage, Threshold, and Event).
Related Topics
“Associating a Preventive Maintenance Plan with a Product” on page 153
“Associating a Preventive Maintenance Plan with Vehicles” on page 154
Associating a Preventive Maintenance
Plan with a Product
After you define the preventive maintenance plan triggers, use this procedure to associate it with a
product you added. See “Managing Products” on page 119 for more information on using Products.
This task is a step in “Process of Setting Up Preventive Maintenance” on page 152.
To associate a preventive maintenance plan with a product
1
Navigate to the Preventive Maintenance screen, then the Preventive Maintenance List view.
2
Select a preventive maintenance plan record.
3
Click the Products view tab.
4
In the Products list, add, edit, or delete records.
Related Topics
“Setting a Trigger for a Preventive Maintenance Plan” on page 152
“Associating a Preventive Maintenance Plan with Vehicles” on page 154
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Setting Up Preventive Maintenance ■ Associating a Preventive Maintenance Plan with
Vehicles
Associating a Preventive Maintenance
Plan with Vehicles
When you associate the preventive maintenance plan with a product, use this procedure to associate
it to a specific vehicle or vehicles. After a preventive maintenance plan is associated with a vehicle,
you can run the preventive maintenance engine to create preventive maintenance actions, activities,
and service requests for the vehicle.
This task is a step in “Process of Setting Up Preventive Maintenance” on page 152.
To associate a preventive maintenance plan with a vehicle or vehicles
1
Navigate to the Preventive Maintenance screen, then the Preventive Maintenance List view.
2
Select a preventive maintenance plan record.
3
Click the Products view tab.
4
Select a product record.
5
Scroll down to the Assets list, add, edit, or delete records.
NOTE: This procedure can also be done using the Preventive Maintenance view of the Vehicles
screen.
Related Topics
“Setting a Trigger for a Preventive Maintenance Plan” on page 152
“Associating a Preventive Maintenance Plan with a Product” on page 153
Process of Tracking Preventive
Maintenance
End users can view preventive maintenance actions associated with a product or an individual
vehicle. The Preventive Maintenance view tab displays a list of completed and planned maintenance
actions for a vehicle.
To use Siebel Automotive for preventive maintenance tracking, end users perform the following
tasks.
1
“Viewing Preventive Maintenance History for a Vehicle” on page 155
2
“Working with Preventive Maintenance Plans for a Vehicle” on page 155
NOTE: For additional end-user procedures related to preventive maintenance, see Siebel Field
Service Guide.
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Setting Up Preventive Maintenance ■ Viewing Preventive Maintenance History for a
Vehicle
Viewing Preventive Maintenance History
for a Vehicle
Use this procedure to view the preventive maintenance actions for a vehicle through the Preventive
Maintenance tab of the Vehicles screen.
This task is a step in “Process of Tracking Preventive Maintenance” on page 154.
To view preventive maintenance history for a vehicle
1
Navigate to the Vehicles screen.
2
Drill down on the VIN field link for a selected vehicle record.
3
Click the Preventive Maintenance view tab.
4
In the Preventive Maintenance link bar, click the History link, if it is not already selected.
5
When a preventive maintenance action is completed, enter data in the Date Completed and
Completed Reading fields.
The Completed Reading field is the reading for that particular preventive maintenance action.
This value could be mileage, or oil level, and so on.
6
To view more details about the preventive maintenance plan, drill down on the link in the Plan
Item Name field.
Related Topic
“Working with Preventive Maintenance Plans for a Vehicle” on page 155
Working with Preventive Maintenance
Plans for a Vehicle
Use this procedure to view, edit, create, and delete preventive maintenance plans for a vehicle
through the Preventive Maintenance tab of the Vehicles screen.
This task is a step in “Process of Tracking Preventive Maintenance” on page 154.
To view, edit, create, and delete preventive maintenance plans for a vehicle
1
Navigate to the Vehicles screen.
2
Drill down on the VIN field link for a selected vehicle record.
3
Click the Preventive Maintenance view tab.
4
In the Preventive Maintenance link bar, click the Plan link, if it is not already selected.
5
In the Plan list, add, edit, or delete records.
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Setting Up Preventive Maintenance ■ Working with Preventive Maintenance Plans for a
Vehicle
Related Topic
“Viewing Preventive Maintenance History for a Vehicle” on page 155
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18 Setting
Up and Using Siebel
Automotive Tools
This chapter covers how to set up and use Oracle’s Siebel Automotive tools for end users—Dealer
Locator, Vehicle Inventory Search, and Financial Calculator. It consists of the following topics:
■
“Process of Locating a Dealer” on page 157
■
“Setting Up the Dealer Locator (Administrators)” on page 157
■
“Locating a Dealer (End Users)” on page 158
■
“Process of Searching for a Vehicle” on page 158
■
“Setting Up Vehicle Search” on page 158
■
“Searching for a Vehicle” on page 159
■
“Calculating Loans and Leases” on page 159
Process of Locating a Dealer
To locate a dealer, perform the following tasks:
1
“Setting Up the Dealer Locator (Administrators)” on page 157
2
“Locating a Dealer (End Users)” on page 158
Setting Up the Dealer Locator
(Administrators)
Administrators use the following procedure to control the settings for the Dealer Locator, which is
used to find dealers near various end users. Dealer Locator needs to be set up before inventory
search can work.
This task is a step in “Process of Locating a Dealer” on page 157.
CAUTION: Only one location should be added for each dealer. If there are multiple locations for one
dealer, the inventory search may not function properly, because a vehicle is tied to a dealer, not to
a dealer location.
To set up a dealer location
1
Navigate to the Administration - Application screen, then the Dealer Location Administration
view.
2
In the Dealer Locations list, add, edit, or delete records.
3
Complete the fields as necessary.
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Locating a Dealer (End Users)
End users use this procedure to locate dealers by the contact information for the dealer.
This task is a step in “Process of Locating a Dealer” on page 157.
To locate a dealer
■
Navigate to the Automotive Tools screen, then the Dealer Locator view.
TIP: You can also use the wildcard character (*) to enter partial City names and ZIP Codes to
increase the number of dealers that the locator finds. For example, typing Fern* in the City field
matches all cities with names that begin with Fern. Typing 9461* in the ZIP Code field matches all
ZIP Codes that begin with 9461.
Process of Searching for a Vehicle
To search for a vehicle, end users perform the following tasks:
1
“Setting Up Vehicle Search” on page 158
2
“Searching for a Vehicle” on page 159
Setting Up Vehicle Search
Use this procedure to set up a vehicle in order for it to display in the inventory. As long as the Owned
By, Account Name, and Status fields have been completed, the vehicle displays in the inventory. The
vehicle can then be found using the Inventory Search feature.
This task is a step in “Process of Searching for a Vehicle” on page 158.
NOTE: The Dealer Locator must be set up before Inventory Search can function.
To set up vehicle search
1
Navigate to the Administration - Vehicle screen.
2
Select a VIN record.
3
In the Vehicles form applet, complete the following fields, along with any other fields as
necessary.
158
Field
Description
Owned By
Type of owner should be Dealer.
Account
Select the name of the dealer from the dialog box.
Status
The status should be Available.
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Setting Up and Using Siebel Automotive Tools ■ Searching for a Vehicle
Searching for a Vehicle
Use this procedure to search for a vehicle by entering the city and state or ZIP Code.
This task is a step in “Process of Searching for a Vehicle” on page 158.
To search for a vehicle in inventory
1
Navigate to the Automotive Tools screen, then the Vehicle Inventory Search view.
2
Enter city and state or ZIP Code.
3
Click Search.
A list of vehicles matching the search criteria appears.
NOTE: Click Reset to start a new search.
Calculating Loans and Leases
A loan and a lease can be calculated simultaneously from the same information. Use this procedure
to calculate the monthly payment for a lease or loan, allowing a contact to compare leases with
purchases, and loans of varying terms with each other. Much of the same information is required to
calculate a lease or a loan. After that information has been entered, multiple calculations for leases
and loans can be generated by changing the terms.
To calculate the lease and loan prices of a vehicle
1
Navigate to the Automotive Tools screen, then the Financial Calculator view.
2
Enter values in the fields, and click Calculate.
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19 Managing Warranties
This chapter covers how to set up and use Oracle’s Siebel Automotive for warranties. It consists of
the following topics:
■
“About Warranty Products” on page 161
■
“Roadmap for Creating a Warranty Product” on page 162
■
“Structuring Warranty Products” on page 164
■
“Managing Policies and Coverage” on page 173
■
“Managing Supplier Warranty Policies” on page 176
■
“About Rules” on page 177
■
“Implementing Recall Campaigns” on page 179
■
“Approving a Prewarranty Authorization” on page 182
■
“Approving a Warranty Claim” on page 183
■
“Administering Payments for Warranty Claims” on page 184
■
“Administering Payments for Supplier Claims” on page 186
■
“Managing Supplier Recovery Claims” on page 187
About Warranty Products
A warranty product is the warranty plan that is sold to customers. A warranty is an undertaking by
the manufacturer or a third party to replace or repair a part if it fails during the warranty coverage
period.
Siebel Automotive allows you to create warranty products, which contain the attributes that are used
to define the terms and conditions of warranty coverage. A warranty product contains all the
information that is required to configure a contract with the customer. Also, the warranty product
contains attributes that guide processes, such as claims submission, coverage terms, payment
methods, taxes, policy amendments, warranty product pricing, financial accounting information, and
others. The following list describes the types of warranties that you can create using Siebel
Automotive:
■
Standard. The default warranty offered by the manufacturer.
■
Extended. A warranty that covers assets not covered in the standard warranty.
■
Component. A warranty that covers a specific component but not an entire asset. For example,
a component warranty for a battery covers the battery but not the entire vehicle.
Warranty products can be one of the following:
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Managing Warranties ■ Roadmap for Creating a Warranty Product
■
Complex. A complex example of a standard warranty product might be one that applies to
several models of a vehicle with multiple coverage lists during varying periods.
■
Simple. A simple warranty product might be an extended warranty on the brake system of a
specific model of vehicle.
Roadmap for Creating a Warranty
Product
Creating a warranty product is a multistep process that requires thought and planning. To be able to
complete all of the steps in this procedure, you must have created coverage lists and defined
products.
To create a warranty product, perform the following tasks:
1
Define the warranty product.
For more information, see “Defining a Warranty Product” on page 162.
2
Add coverage lists that apply to the warranty product.
For more information, see “Adding Coverage Lists to a Warranty Product” on page 163.
3
Add the vehicles to which the warranty product applies.
For more information, see “Adding Products to a Warranty Product” on page 163.
4
If you want the warranty product to be available and active, you must change the status.
For more information, see “Modifying the Status of a Warranty Product” on page 164.
Defining a Warranty Product
Before you can add coverage lists and stipulate vehicle lists, the warranty product must be defined.
This task is a step in “Roadmap for Creating a Warranty Product” on page 162.
To define a warranty product
1
Navigate to the Administration - Service screen, then the Warranties view.
2
Click New.
3
Define the warranty product by entering data in the warranty product fields. The following table
describes some fields.
162
Field
Description
Name
Name of the warranty product.
Warranty #
Warranty product number, which is the unique identifier of the warranty
product.
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Field
Description
Description
Description of the warranty product.
Type
Type of the warranty product. Available values include: Component,
Standard, Product, Manufacturer, and Extended.
Subtype
Subtype of the warranty product.
Start Date Type
The date on which the warranty begins. Available values include: Install
Date, Purchase Date, Registered Date, and Ship Date.
Duration (Days)
The duration of the warranty product, in days.
Provider
The provider or the warranty product.
Transferable
A check box that indicates whether a warranty product is transferable
when the original owner sells to a new owner within the warranty period.
Recovery Type
The recovery type of the warranty.
Adding Coverage Lists to a Warranty Product
After a coverage list is created, it can be added to a warranty product. After the list is added, the
coverage list will be applicable only within a defined range of time. For more information about
coverage lists, see “Managing Coverage Lists.”
This task is a step in “Roadmap for Creating a Warranty Product” on page 162.
To add a coverage list to a warranty product
1
Navigate to the Administration - Service screen, then the Warranties view.
2
Drill down on a warranty.
3
Click the Coverage List view tab.
4
Click New.
5
Select a coverage list from the Add Coverage List dialog box, and click OK.
6
Repeat Step 4 to Step 5 for every coverage list that you want to add to the warranty product.
7
For each coverage list added, define the Start Date and End Date fields.
These fields represent the period during which the coverage list applies to the warranty policy.
Adding Products to a Warranty Product
Warranty products must be associated with products. In this case, the product is a vehicle model or
group of vehicle models. The association occurs when you add vehicles from a list of products to a
warranty product.
This task is a step in “Roadmap for Creating a Warranty Product” on page 162.
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To add products to a warranty product
1
Navigate to the Administration - Service screen, then the Warranties view.
2
Drill down on a warranty product.
3
Click the Products view tab, and click New.
4
Select one or more vehicles from the Add Internal Products dialog box, and click Add.
Modifying the Status of a Warranty Product
Various business processes might call for a warranty product to be halted temporarily or
permanently. Siebel Automotive allows administrators to manually change the status of a warranty
product to activate or suspend a warranty product.
This task is a step in “Roadmap for Creating a Warranty Product” on page 162.
The Status field of the warranty product allows administrators to control its state. The following list
describes the list of values for the Status field:
■
Active. The warranty product is active.
■
Approved. The warranty product has been approved but is not active.
■
Draft. The warranty product is being drafted but is not ready for approval.
■
Pending. The warranty product is pending approval.
■
Suspended. The warranty product has been suspended.
To activate a warranty product
1
Navigate to the Administration - Service screen, then the Warranties view.
2
Drill down on a warranty product.
3
Click the More Info view tab.
4
Select Active form the Status field drop-down list.
To suspend a warranty product
1
Navigate to the Administration - Service screen, then the Warranties view.
2
Drill down on a warranty product.
3
Click the More Info view tab.
4
Select Suspend form the Status field drop-down list.
Structuring Warranty Products
This topic describes how to structure warranty products and includes the following topics:
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■
“About the Setup of a Master Data Model” on page 165
■
“Managing Repair Operation Codes” on page 165
■
“Managing Repair Operation Times” on page 167
■
“Managing Part Prices” on page 168
■
“Managing Coverage Lists” on page 168
■
“Adding Repair Operation Codes to a Coverage List” on page 169
■
“Adding Parts to a Coverage List” on page 170
■
“Managing Trouble Code and Fault Code Data” on page 170
■
“Managing Labor Rates” on page 171
About the Setup of a Master Data Model
All products can be categorized into various groups. For example, vehicles can be classified as
passenger, off-road, or commercial vehicles among others. Manufacturers use classification methods
to categorize their assets. In addition, industry standard categorizations are available.
Set up model data so that it can be used for various activities like confirming warranty eligibility,
registering policies, warranty pricing, claims processing, and others. Model code data is a hierarchical
structure with multiple levels. Different industries might use different levels of hierarchy to define
the model data. Table 28 lists some examples of the code hierarchy of master data model.
Table 28.
Examples of the Code Hierarchy of a Master Data Model
Hierarchy
Level
Hierarchy
Level Name
Example One
Example Two
Level 1
Asset type
Passenger Car
LCD Television
Level 2
Make
Toyota
Sony
Level 3
Model
Corolla
Bravia
Level 4
Model Type
Corolla1.6 Petrol Lx2005
XBR-60LX900
Corolla1.6 Diesel Lx2005
XBR-52LX900
Corolla1.6 Petrol LZx2005
KDL-55HX800
Managing Repair Operation Codes
A repair operation code is a single repair operation that can be performed on an asset, for example,
on a vehicle it might be used when refurbishing an engine head. Third-party data providers supply
industry-standard repair operation codes in the setup of a code hierarchy. Repair operation data
contains a list of all the possible repair operations that can be performed on a vehicle. Siebel
Automotive uses the repair operation code data to validate repair operations on warranty coverage,
claims entry, and claims validation.
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Repair Operation Code Hierarchy
Siebel Automotive administrators can set up a hierarchical structure of repair operation codes that a
third party provides. How best to set up these operation codes might depend on how the data is
structured by the third-party provider. These operation codes might be set up using a bulk upload of
the file provided by the third-party provider or set up manually. Consider the operation code
hierarchy example in Table 29.
Use Siebel Enterprise Integration Manager (EIM) to perform a bulk upload of operation code data to
the Siebel database. For general information about using Siebel EIM, see Siebel Enterprise
Integration Manager Administration Guide.
Table 29.
Example of an Operation Code Hierarchy
Hierarchy Level
Name
Example
Level 1
System
Engine and Transmission
Level 2
Assembly
Engine
Level 3
Sub-Assembly
Engine Head
Level 4
Repair Operation Code
Remove and Replace
Hierarchy Level
Remove and Refit
Refurbish
Repair operation data is generally set up as a multilevel hierarchy. Table 29 shows a four-level
hierarchy of the repair operation code. There is a one-to-many relationship between the levels from
top to bottom:
■
One system can have many assemblies.
■
One assembly can have many subassemblies.
■
One subassembly can have many repair operation codes.
Creating a Repair Operation Code
This topic describes how to create a repair operation code.
To create a repair operation code
1
Navigate to the Administration - Service screen, then the Repair Operation Code view.
2
Click New.
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3
Define the repair operation code by entering data in the warranty product fields. The following
table describes some fields.
Field
Description
Type
The hierarchical type of the repair operation code. Available values are:
System, Assembly, Sub-Assembly, or Repair Operation Code.
Code
A unique code, assigned by the administrator.
Description
Description of the code.
Parent Code
The parent of the code.
NOTE: The type of the parent must be one level above the type of the
child in the hierarchical structure. For more information about the
hierarchy, see “Repair Operation Code Hierarchy.”
4
Define the repair operation times.
Related Topic
“Defining Repair Operation Times.”
Managing Repair Operation Times
Every repair operation code is associated with a repair operation time. When a repair is carried out
on a vehicle using the repair operation time, the labor rates of the repairer and the labor charges for
the claim can be calculated. Repair operation times are provided along with the industry standard
repair operation codes. However, Siebel Automotive enables you to create and maintain repair
operation times for each repair operation code.
Defining Repair Operation Times
Repair operation times are often specific to a vehicle model. For that reason, when defining a repair
operation code, you must attribute it to a specific product.
To define repair operation times for a repair operation code
1
Navigate to the Administration - Service screen, then the Repair Operation Code view.
2
Drill down on a repair operation code.
3
Click the Repair Operation Time view tab, and click New.
4
Specify the vehicle in the Product field, or click the single select button to choose from the Pick
Product dialog box.
5
Select Unit of Measure from the drop-down list.
6
In the Time field, specify the amount of time that it will take to complete the repair operation for
the vehicle selected in Step 4.
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7
Define the start date.
8
Define the end date.
9
Repeat steps Step 3 through Step 8 for every vehicle to which this repair operation code applies.
Managing Part Prices
Repair operations generally involve the replacement of defective parts. A claim filed against a
warranty includes the amount charged for the replacement parts. Part prices are used to validate
whether amounts charged by a repairer for parts replacement are within the predefined limit.
Therefore, create and update part price information regularly to maintain current prices. Additionally,
you can change parts under a particular repair operation code. For more information about repair
operation codes, see “Managing Repair Operation Codes.” For information managing part prices, see
Siebel Pricing Administration Guide.
NOTE: Part prices might or might not have any relationship with the repair operation codes. For
example, at the time of choosing parts for a particular repair operation code, Siebel Automotive
might allow any part to be chosen without restrictions. In other cases, where there is a mandatory
relationship between part prices and repair operation codes, Siebel Automotive restricts the choice
of parts for a repair operation code. Similarly, the model type and part prices might or might not
have any mandatory relationship.
Managing Coverage Lists
A coverage list is a list of repair operations codes covered by a warranty product. This list is used to
validate whether a repair is covered by a warranty. Additionally, it is used to validate claims.
To further understand coverage lists, consider two kinds of warranty products: one that involves
mechanical breakdown coverage and another that involves paint protection coverage. The first
warranty product covers the operations to repair vehicle breakdowns related to faults, and the
second warranty product covers paint damage or paint deterioration related repairs. These two
warranty products must be associated with different coverage lists: each coverage list containing a
unique applicable set of repair operation codes. These repair operation codes can be selected from
the master list of repair operation codes. For more information, see “Repair Operation Code Hierarchy.”
Coverage lists can be defined using subassemblies. When subassemblies are selected, by
association, the various repair operation codes listed under those subassemblies are also included.
A coverage list defined at the repair operation code level will include the various repair operation
codes selected to be part of the list. You do not have to maintain multiple revisions of a coverage list.
To create a coverage list
1
Navigate to the Administration - Service screen, then the Coverage List view.
2
Click New.
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3
4
Define the coverage list by entering data in the required fields. The following table describes
some fields.
Field
Description
Coverage List Code
Unique code given to a coverage list.
Description
Description of the coverage list.
Coverage Period
UOM
The unit of measure used for the Coverage Period field. The available
options include: Days, Months, and Years.
Coverage Period
Duration of coverage.
Coverage Value UOM
The unit of measure used for the Coverage Value field. The available
options include: Hours of Operation, Miles Covered, Kilometers Covered.
Coverage Value
Miles or kilometers of coverage or operation provided by the coverage
list.
Source
The source of the repair operation codes used. The available options
include: Internal, OEM Supplied and Industry Std.
Add the repair operation codes that apply to the coverage list.
For more information, see “Adding Repair Operation Codes to a Coverage List.”
5
Add the parts that apply to the coverage list.
For more information, see “Adding Parts to a Coverage List.”
Adding Repair Operation Codes to a Coverage List
This topic describes how to add repair operation codes to a coverage list.
To add repair operation codes to a coverage list
1
Navigate to the Administration - Service screen, then the Coverage List view.
2
Select a coverage list.
3
Click the Repair Operation Codes view tab, and click New
4
Enter the repair operation code, or click the single select button in the Repair Operation Code
field to choose from the Add Repair Code dialog box.
5
Specify if the part is covered in the Part Covered? field.
6
Specify if the labor is covered in the Labor Covered? field.
7
Specify if the sublet is covered in the Sublet Covered? field.
8
Define the coverage period for the repair operation code by selecting a value in the Coverage
Window drop-down list.
9
Define the start date for the repair operation code coverage.
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10 Define the end date for the repair operation code coverage.
11 Repeat Step 3 through Step 10 for every repair operation code that you add to the coverage list.
Adding Parts to a Coverage List
When a part is added to a coverage list, the manufacturer is ensuring that only specified parts are
replaced under a coverage list of a warranty program. This topic describes how to add parts to a
coverage list.
To add parts to a coverage list
1
Navigate to the Administration - Service screen, then the Coverage List view.
2
Select a coverage list.
3
Click the Parts view tab, and click New.
4
Enter the part name, or click the single select button in the Part Name field to choose from the
Pick Product dialog box.
5
Repeat Step 4 for every part that you want to add to the coverage list.
Managing Trouble Code and Fault Code Data
Trouble codes are used to identify the type of trouble a customer might face with a vehicle. For
example, the customer might describe a symptom of the trouble as an overheating engine. This fault
can be identified as a trouble code so that the information can be stored about the claims.
Similarly, a fault code is used identify the cause of the problem that the customer is facing. For
example, the engine overheating might be caused by a coolant leaking from the radiator. This
diagnosis of the problem is identified as a fault code and stored on a claim for quality analysis.
Administrators can set up a hierarchical structure for trouble codes and fault codes. Many-to-many
relationship can exist between trouble codes and fault codes. Moreover, many-to-many relationships
can exist between fault codes and repair operation codes. Trouble codes and fault codes can be set
up using a bulk upload or manually, using Siebel Automotive. For more information about repair
operation codes, see “Managing Repair Operation Codes.”
Use Siebel EIM to perform a bulk upload of trouble-code data and fault-code data to the Siebel
database. For information about using Siebel EIM, see Siebel Enterprise Integration Manager
Administration Guide
Creating Fault Codes
This topic describes how to create a fault code.
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To create a fault code
1
Navigate to the Administration - Service screen, then the Fault Trouble Code view, and click New.
2
Select Fault from the Type drop-down list.
3
Select Internal from the Source drop-down list.
4
Enter a unique identifier in the Code Number field.
5
Describe the cause of the trouble in the Description field.
Creating Trouble Codes
This topic describes how to create a trouble code.
To create a trouble code
1
Navigate to the Administration - Service screen, then the Fault Trouble Code view, and click New.
2
Select Trouble from the Type drop-down list.
3
Select Internal from the Source drop-down list.
4
Enter a unique identifier in the Code Number field.
5
Describe the symptoms of the trouble in the Description field.
Associating a Trouble Code with a Fault Code
This topic describes how to associate a trouble code with a fault code.
To associate a trouble code with a fault code
1
Navigate to the Administration - Service screen, then the Fault Trouble Code view.
2
Select a fault code.
NOTE: A fault code has the type defined as Fault.
3
Click the Trouble Code view tab, and click New.
4
Enter the trouble code, or click the single select button in the Trouble Code field to choose from
the Pick Trouble Code dialog box.
Managing Labor Rates
Every repair operation code is associated with a repair time and labor rate. When a repair is carried
out on the vehicle using the repair time and the labor rates of the repairer, the labor charges for the
claim can be calculated. Labor rates are dealer specific. Siebel Automotive allows you to maintain
the labor rates for each dealer individually. This topic contains the following topics:
■
“Creating Labor Rates” on page 172
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■
“Viewing Labor Rates” on page 172
■
“Deleting Labor Rates” on page 173
Creating Labor Rates
This topic describes how to create labor rates that are specific to a dealer.
To create labor rates specific to a dealer
1
Navigate to the Administration - Dealer screen, then the Registered Dealers view.
2
Select the dealer for which you want to define labor rates.
3
Click the Labor Rates view tab, and click New.
4
In the line item, provide the information described in the following table.
5
Field
Description
Rate Type
Select the type from the drop-down list.
Value
Type the monetary value for the rate.
Rate UOM
Select the rate unit of measure from the drop-down list.
Start Date
The start date for the rate.
End Date
The end date for the rate.
Repeat Step 3 and Step 4 for each new labor rate.
Viewing Labor Rates
This topic describes how to view labor rates specific to a dealer.
To view labor rates specific to a dealer
1
Navigate to the Administration - Dealer screen, then the Registered Dealers view.
2
Select the dealer for which you want to view labor rates.
3
Click the Labor Rates view tab.
4
Review the labor rate details.
They include the following information:
■
Rate type
■
Value
■
Rate UOM
■
Start date
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■
End date
Deleting Labor Rates
This topic describes how to delete labor rates that are specific to a dealer.
To delete labor rates specific to a dealer
1
Navigate to the Administration - Dealer screen, then the Registered Dealers view.
2
Select the dealer from which you want to delete labor rates.
3
Click the Labor Rates view tab.
4
Select the labor rate that you want to delete, and click Delete.
5
Confirm the deletion by clicking OK at the Siebel prompt.
6
Repeat Step 4 to Step 5 for each labor rate that you want to delete.
Managing Policies and Coverage
This topic describes how to manage policies and contains the following topics:
■
“About Policies” on page 173
■
“Registering a Warranty Policy Manually” on page 173
■
“Amending a Policy” on page 174
■
“Changing the Status of a Policy” on page 175
■
“Transferring a Policy” on page 175
About Policies
A policy is the unique instance of a warranty product that is applicable to an individual asset. For
example, if you buy a vehicle, then the policy is the unique instance of a warranty product against
your vehicle. A warranty policy associated with an asset provides information about the applicable
warranty terms and conditions that relate to an asset, such as the customer details, the date when
the policy came into force, and when it expires.
Registering a Warranty Policy Manually
This topic describes how to register a warranty policy manually. After the warranty policy is
registered, all of the warranty programs that apply to the vehicle are added to the policy. Policy
numbers are automatically generated by Siebel Automotive and are unique identifiers of the warranty
as it applies to a specific vehicle. A vehicle might have many warranty policies, but a warranty policy
number is associated with only one vehicle.
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To register a warranty policy to a vehicle in the Vehicle screen
1
Navigate to the Vehicle screen, then the Vehicle view.
2
Search for the vehicle from which you want to retrieve the applicable warranty programs.
3
Drill down on the value in the VIN (vehicle identification number) field.
4
Click the Warranty view tab, and click Get Warranty.
To register a warranty policy to a vehicle in the Administration - Service screen
1
Navigate to the Administration - Service screen, then the Warranty Policies view.
2
Select the warranty policy you want to register.
3
Select Registered from the Policy Status drop-down list.
Amending a Policy
After a policy is created, it might be necessary to modify the information. This topic explains how to
modify a policy.
To amend a policy
1
Navigate to the Administration - Service screen, then the Warranty Policies view.
2
Search for the policy that you want to modify.
3
In the Warranty Policies form, make the necessary modifications.
NOTE: You cannot modify fields that are grayed out.
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Changing the Status of a Policy
During the lifetime of a policy, the status of the policy changes because of various events. For
example, administrators might want to suspend a policy temporarily so that no further claims can be
entered, approved and paid until the cause is clarified. After the reason is determined, the policy
must be reinstated. Additionally, a customer might request a policy cancellation at any time during
the lifetime of the policy. Siebel Automotive allows you to carry out such status changes to the policy.
Table 30 describes the various statuses that a policy might have.
Table 30.
Policy Statuses
Policy Status Value
Description
Active
The policy is in force. Claims can be filed.
Flat Cancelled
The policy was cancelled during the free-look
period.
A customer who purchases a policy can cancel the
policy before it expires. The short period after the
purchase is known as the free-look period. If the
policy is cancelled during the free-look period, the
customer is not charged for it.
Mid Term Cancelled
The policy was cancelled after the end of the freelook period.
Registered
The policy is registered in Siebel Automotive.
However, the policy inception date or mileage has
not come yet. Until the inception date or mileage
comes, the policy has the status of Registered.
Claims are not allowed during this time.
To modify a policy status
1
Navigate to the Administration - Service screen, then the Warranty Policies view.
2
Search for the policy that you want to change the status of.
3
In the Policy Information section of the Warranty Policies form, select a value from the Policy
Status drop-down list.
Transferring a Policy
The original owner of a vehicle associated with a policy might sell the vehicle before the warranty
expires. In some cases, the policy can be transferred to the new owner of the vehicle.
To transfer a policy
1
Navigate to the Administration - Service screen, then the Warranty Policies view.
2
Search for the policy that you want to transfer.
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3
In the Customer Information section of the Warranty Policies form, click the single select button
in the First Name field.
4
Select the new policy owner, in the Pick Contact dialogue box, and click OK.
Managing Supplier Warranty Policies
This topic describes how to manage supplier warranty policies and includes the following topics:
■
“About Supplier Warranty Policies” on page 176
■
“Creating Supplier Warranty Policies” on page 176
■
“Associating Parts with Supplier Warranty Policies” on page 177
■
“Searching for the Eligibility of a Supplier Warranty Policy” on page 177
About Supplier Warranty Policies
A supplier warranty policy defines the terms against which warranty expenses can be recovered from
a supplier for a specific product, for example, if a part that was manufactured by a supplier fails and
has been replaced. Siebel Automotive provides functionality that allows you to create and maintain
supplier warranty policies.
The terms of supplier warranty policies define what can be recovered, including parts and the labor
cost. You can modify supplier warranty policies to accommodate changing terms.
Creating Supplier Warranty Policies
This topic describes how to create a warranty policy.
To create a supplier warranty policy
1
Navigate to the Supplier Warranty Policies screen, then the Supplier Warranty Policies view.
2
Click New.
3
Enter the supplier name, or click the single select button in the Supplier Name field to select from
the Pick Account dialog box.
4
Define the end date for the policy in the Policy End Date field.
5
Drill down on the policy number.
6
Define the parts that are covered by the supplier warranty.
For more information, see “Associating Parts with Supplier Warranty Policies.”
7
Change the status of the policy to Approved.
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Associating Parts with Supplier Warranty Policies
This topic describes how to associate parts with a supplier warranty policy.
To associate parts with a supplier warranty policy
1
Navigate to the Supplier Warranty Policies screen, then the Supplier Warranty Policies view.
2
Drill down on the supplier warranty policy with which you want to associate parts.
3
In the Line Items section, click New.
4
Enter the part name, or click the single select button in the Part Name field to select from the
Pick Product dialog box.
5
Define the line item by entering data in the line item fields. The following table describes some
fields.
6
Field
Description
Operation Code
Operation code from which the recovery is being started.
Fault Code
Fault code from which the recovery is being started.
Recovery Type
The type of the recovery.
Flat Rate
Value of the amount if the recovery type is Flat Rate.
Start Date
Starting date of the part coverage.
End Date
Ending date of the part coverage.
Repeat Step 3 through Step 5 for every part associated with the supplier warranty policy.
Searching for the Eligibility of a Supplier Warranty
Policy
Siebel Automotive allows you to check the coverage of a supplier warranty policy based on a part
number.
To search for the eligibility of a supplier recovery policy
1
Navigate to the Supplier Warranty Policies screen, then the Supplier Recovery Eligibility view.
2
Enter the part number that you want to search for in the Part # field, and click Search.
About Rules
A rule is a condition or a set of conditions that must be met to verify or process a claim. The two
types of rules are as follows:
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■
Verification rules. These rules verify whether the selected operation code is covered under the
designated warranty policy and that the time and mileage limits are not exceeded.
■
Claims processing rules. These rules determine whether a repair line should be automatically
approved, rejected or referred for office review or field review.
This topic contains the following topics:
■
“About Verification Rules” on page 178
■
“About Claims Processing Rules” on page 178
About Verification Rules
Siebel Automotive uses the verification rules to check every repair line within the selected claim.
Verification rules apply to PWAs, work orders, and warranty claims.
Table 31 describes the conditions that apply to verification rule conditions.
Table 31.
Verification Rule Conditions
Condition
Result
If the Policy number field is empty ...
Then the policy number required message is
displayed.
NOTE: This condition applies only to standard
and extended type claims.
If the Recall Campaign number field is empty
...
Then the recall campaign number required
message is displayed.
NOTE: This condition applies only to recall
type claims.
About Claims Processing Rules
Claims processing rules apply to PWAs and warranty claims. After a user submits a claim, the Status
field of the claim is set to Approved or Approval In Progress. Before this occurs, a series of rules are
verified.
NOTE: When the total amount claimed is less than $1000, the claim is automatically approved.
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Table 32 describes the conditions that are being validated and the result when the claim is selected.
Table 32.
Claims Processing Rules: Conditions and Results
Condition
Result
If the Claim Type field is set to Good Will ...
Then the status of that particular line item is set to
Office Referral, and the status of the PWA or claim
is set to Approval In Progress.
If the Requested Amount field for a line item
is more than $1000 ....
Then the status of that particular line item is set to
Office Referral, and the status of the PWA or claim
is set to Approval In Progress.
Implementing Recall Campaigns
When an Original Equipment Manufacturer (OEM) develops and manufactures a product, the product
is manufactured under legislative and environmental requirements in many cases. An OEM
manufactures a product with the intention of offering it free from defect. However, sometimes after
a product has been marketed and distributed, a defect might be identified, resulting in a recall. A
recall campaign is used to recall the affected assets. It is broadcast to dealers, suppliers, and
consumers of the product. This topic contains the following topics:
■
“About Recall Campaigns” on page 179
■
“Creating a Recall Campaign” on page 180
■
“Amending a Recall Campaign” on page 180
■
“Creating Exclusions” on page 181
■
“Amending an Exclusion” on page 182
About Recall Campaigns
A recall campaign is a special alert by an OEM to notify and correct a known defect in the asset
population that is marketed, distributed, and sold to the general public. The defect that triggers the
recall campaign, typically stems from a problem that was not revealed or identified during factory
testing. All assets that are affected must be identified. The OEM creates a list of the affected asset
numbers to start the recall campaign.
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Creating a Recall Campaign
After the defect in the product is identified, the OEM develops a comprehensive list of asset numbers
that are affected and determines the necessary remedies to correct the defect or replace the product.
When the customer is notified of the recall campaign, information is provided about the protocol and
process required to carry out the repair work. For example, customers might be instructed to take
the asset to the nearest service center, where service center personnel inspect the asset and perform
the repairs if necessary. For more information about campaigns, see the topic about planning and
designing marketing campaigns in Siebel Marketing User Guide.
To create a recall campaign
1
Navigate to the Campaign Management screen, and then Campaign List.
2
In the Campaign List, click New to add a recall campaign.
By default, an autogenerated campaign number is assigned to the recall campaign. Additionally,
the planned start date is the day on which the recall campaign is created.
3
In the Campaign Name field, enter a name for the recall campaign.
4
In the Planned Start date field, enter the date for which the recall campaign commences.
By default, the date on which you create the recall campaign is entered in the field.
5
In the Planned End date field, enter the date for which the recall campaign terminates.
6
In the Category field, select Recall.
7
Select the recall campaign you created in Step 2.
8
Click the Assets view tab, and click New.
9
Select an asset that is affected by the recall campaign.
10 Repeat Step 8 and Step 9 for all assets that will be included in the recall.
11 Click the Repair Operation Codes view tab, and click New.
12 Select the repair operation code for the asset.
13 Repeat Step 12 for every repair operation code that is involved in the recall campaign for the
asset.
Amending a Recall Campaign
Prior to a recall campaign being implemented, it might be necessary to alter some of the parameters
of the campaign. For example, it might be necessary to adjust the planned start date because of the
unavailability or delay in the parts required to fix the asset.
To amend a recall campaign
1
Navigate to the Campaign Management screen, and then Campaign List.
2
In the Campaign List, select a recall campaign to amend.
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3
Modify the parameters of the recall campaign as described in the following table.
Field
Description
Campaign Name
The name of the campaign for which the recall is being implemented, for
example, Electrical System - Window Regulator.
Planned Start
The effective start date for the recall campaign.
Planned End
The effective end date for the recall campaign.
Category
The type of campaign. The options include:
■
Sales
■
Service
■
Parts
■
Other
■
Recall
NOTE: All recall campaigns are created using the category Recall.
4
Click the Assets view tab, and then select the asset that you want to amend.
5
Repeat Step 4 for all assets that you want to amend.
6
Click the Repair Operation Codes view tab.
7
Select the repair operation code to amend for the asset that is subject to the recall campaign.
8
Repeat Step 7 for every repair operation code that is involved in the recall campaign for the asset.
Creating Exclusions
Manufacturers, dealers, and suppliers must implement provisions in their product warranties to limit
liability when a product is altered after purchase. Doing so helps to limit fraudulent and unnecessary
warranty claims. The alteration of the product constitutes a modification and thereby changes and
often voids the standard warranty coverage. When you create a warranty policy, one of the primary
tasks is to establish guidelines for the policy, which involves specifying what is and what is not
covered under the terms of the policy and what conditions constitute an exclusion, thereby limiting
coverage for excluded conditions. Some of exclusions that you can create include:
■
Neglect, misuse, or abuse
■
Environmental causes, for example, rust, corrosion, or acts of nature
■
Damage or failure caused by aftermarket parts or equipment
■
Failure to perform the manufacturer’s suggested maintenance
■
Odometer alteration
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To create an exclusion
1
Navigate to the Administration - Service screen.
2
Click the Exclusions view tab, and then click New.
3
In the Name field, enter a name for the exclusion, for example, CustomerAlteration.
4
In the Description field, enter a description for the exclusion, for example, After-Market Product
Installed.
Amending an Exclusion
Complete the steps in this procedure to amend an exclusion after it has been created.
To amend an exclusion
1
Navigate to the Administration - Service screen, and then the Exclusions view tab.
2
Select the exclusion that you want to amend.
3
Repeat Step 2 for all exclusions you want to modify.
Approving a Prewarranty Authorization
After a prewarranty authorization (PWA) is submitted and routed by the claims processing rules, you
can review the claim details and approve or reject the PWA. If additional information or further
clarification is required, you can return the claim to the dealer. If the details in the PWA line items
are complete and the claim is successfully processed against the verification rules processing, then
you can approve the PWA.
NOTE: A PWA is considered approved even if a single line item is approved and the rest of the line
items are rejected.
To approve a prewarranty authorization
1
Navigate to the Warranty Claims screen and then PWA List - Approval view.
2
Select a prewarranty authorization number.
NOTE: The status of the prewarranty authorization is Approval In Progress.
3
Click the Line Item view tab.
4
Select a PWA line number to view and verify the line item details.
NOTE: Enter the percentage of the total cost for which the customer is responsible.
5
In the Status field, select Approved.
6
Repeat Step 4 and Step 5 for all lines.
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7
Click Submit Decision.
The status of the prewarranty authorization is updated to Approved.
Approving a Warranty Claim
After a claim is submitted for processing, the claim goes through the validation process including
verification of warranty policy for the asset. The claim is processed against the predefined rules that
have been established for claims processing. Claims that go through the verification process and are
processed without errors have a status of either Approved or Rejected. Any claims that must be
manually approved are identified and assigned to a claims manager for review and processing.
NOTE: A warranty claim is considered approved even if a single line item is approved and the rest
of the line items are rejected.
Claims are validated against certain criteria but not limited to:
■
Claim type
■
Claim amount
■
Operation codes
■
Dealer codes
■
Policy and warranty terms
■
Recall campaign or product update
■
Product update
■
Vehicle master, customer master, parts master, and dealer master
■
Claims history
■
Miscellaneous validation and exception rules
■
Predefined budgetary parameters
After you approve a claim, a credit memo is created, and the claim is sent for payment or invoice
processing.
To approve a warranty claim
1
Navigate to the Warranty Claims screen and then Claim List - Approval view.
2
Select a warranty claim number.
3
Click the Line Item Details view tab.
4
Select a repair line that you want to view, and verify the line item details.
5
In the Status field, select Approved.
6
Repeat Step 4 and Step 5 for all repair lines in the claim.
7
Click Submit Decision.
The claim status is updated.
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Administering Payments for Warranty
Claims
After all of the details for a warranty claim are entered, verified, validated, and the claim is approved,
the next step in the life cycle of the warranty claim is payment. Siebel Automotive allows you to
automatically create a payment request for a warranty claim when the status of the claim and all
claim lines possess the status of Approved.
NOTE: All lines in the warranty claim must be for the same payee and must all have an Approved
status.
This topic contains the following topics:
■
“About Payments for Warranty Claims” on page 184
■
“Viewing Payment Requests for Warranty Claims” on page 185
■
“Viewing Warranty Claim Payment Transactions” on page 185
About Payments for Warranty Claims
Payments for warranty claims are processed for payment when a claim is approved. The payment
request information is created and the following information is stored in Siebel Automotive for the
claim record:
■
Payment request data
■
Payment request number
■
Transaction type
■
Claim number and dealer details
■
Payee details
■
Payment method
■
Approved labor, parts, others, tax data for each approved line item from the claim
■
Deductible amount
■
Payment amount for each claim line
The claim status is updated to the status of Payment Request Sent until it is received and processed
by the financial application that will render payment.
NOTE: Payment requests that are processed in batch mode through a third-party vendor possess a
status of Ready or Transmitted when transferred in real-time, and then Payment Request Sent. You
cannot amend warranty claims that have been processed for payment.
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Viewing Payment Requests for Warranty Claims
After a warranty claim is submitted and approved, Siebel Automotive will automatically create a
payment request for the claim.
NOTE: All lines in the warranty claim must be for the same payee and must all have an Approved
status.
To view payment requests for warranty claims
1
Navigate to the Warranty Claims screen, and then Claims List view tab.
2
Select a warranty claim that has been approved.
3
Click the Payments view tab.
4
Review the claim and payee details. They include the following information:
■
payment type
■
payment number
■
payee
■
requested amount
■
payment status
Viewing Warranty Claim Payment Transactions
You can view payment requests and payment request details for warranty claims that have been
submitted on your behalf. After a warranty claim is submitted for payment processing, you cannot
update the claim.
NOTE: Dealers or authorized agents can view transaction payments only for warranty claims with
which they are associated.
To view warranty claim payment transactions
1
Navigate to the Warranty Claims screen, and then Claims List view tab.
2
Select a warranty claim that has been approved.
3
Click the Payments view tab, and review the claim and payee details.
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Administering Payments for Supplier
Claims
After all of the details for a supplier claim are entered, verified, validated, and the supplier claim is
approved, the next step in the life cycle of the claim is payment. Siebel Automotive allows you to
automatically create a payment request for a supplier claim when the status of the claim and all claim
lines are approved.
NOTE: All lines in the warranty claim must be for the same payee and must have a status of
Approved.
This topic contains the following topics:
■
“About Payments for Supplier Claims” on page 186
■
“Viewing Payment Requests for Approved Supplier Claims” on page 187
■
“Viewing Supplier Claim Payment Transactions” on page 187
About Payments for Supplier Claims
Payments for supplier claims are processed for payment when the supplier claim is approved. The
payment request information is created, and the following information is stored in Siebel Automotive
for the supplier claim record:
■
Payment request data
■
Payment request number
■
Transaction type
■
Claim number and dealer details
■
Payee details
■
Payment method
■
Approved labor, parts, others, tax data for each approved line item from the claim
■
Penalty amount
■
Payment amount for each claim line
The supplier claim status is updated to the status of Payment Request Sent until it is received and
processed by the financial application that will disburse payment.
NOTE: Payment requests that are processed in batch mode through a third-party vendor possess a
status of Ready or Transmitted when transferred in real-time, and then Payment Request Sent. You
cannot modify warranty claims that have been processed for payment.
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Viewing Payment Requests for Approved Supplier
Claims
After a supplier claim is submitted and approved, Siebel Automotive automatically creates a payment
request for the claim.
NOTE: All lines in the supplier claim must be for the same payee and must all have an Approved
status.
To view payment requests for approved supplier claims
1
Navigate to the Warranty Claims screen, and then Claims List view tab.
2
Select a supplier claim that has been approved.
3
Click the Payments view tab, and review the supplier claim and payee details:
■
Payment type
■
Payment number
■
Payee
■
Requested amount
■
Payment status
Viewing Supplier Claim Payment Transactions
You can view supplier recovery claims that have been submitted on your behalf. After a supplier
recovery claim is submitted for payment processing, you cannot update the claim.
NOTE: Dealers or authorized agents can view supplier payment transactions only for recovery claims
with which they are associated.
To view supplier recovery claim payment transactions
1
Navigate to the Supplier Recovery Claims screen, and then Claims List view tab.
2
Select a supplier recover claim that has been approved.
3
Click the Payments view tab, and review the supplier recovery claim and supplier details.
Managing Supplier Recovery Claims
This topic describes how to manage supplies recovery claims and contains the following topics:
■
“About Supplier Recovery Claims” on page 188
■
“Creating a Supplier Recovery Claim” on page 188
■
“Creating a Supplier Recovery Claim from a Warranty Claim” on page 189
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■
“Creating a Supplier Recovery Claim from a Work Order” on page 189
■
“Creating an RMA for Sending Failed Parts to Suppliers” on page 190
■
“Creating an RMA for Sending Failed Parts to Suppliers” on page 190
■
“Viewing Financial Details of Supplier Recovery Claims” on page 191
About Supplier Recovery Claims
Although Original Equipment Manufacturers (OEM) sell final products to customers and offer
warranty coverage for the product, the warranty defects might have originated with a third-party.
For example, a supplier might have manufactured a defective product and might therefore be
responsible for a warranty failure. In such cases, the OEM’s dealer replaces the failed part under
warranty and claims a warranty claim expense from the OEM. Because the defect has originated with
the supplier, the OEM wants to recover the warranty claim expense from the supplier, which is called
a supplier recovery claim. For information about approving or rejecting supplier recovery claims, see
Siebel Dealer Administration Guide.
Creating a Supplier Recovery Claim
This topic describes how to create a supplier recovery claim.
To create a supplier recovery claim
1
Navigate to the Supplier Recovery Claims screen, then the Supplier Recovery Claims view.
2
Click New.
3
Enter the Supplier Name, or click the single select button in the Supplier Name field to choose
from the Pick Account dialog box.
4
Select None from the drop-down list in the Create From field.
NOTE: You can create supplier recovery claims from a warranty claim or work order. For
information about creating a supplier recovery claim based on an existing warranty claim or work
order, see “Creating a Supplier Recovery Claim from a Warranty Claim” or “Creating a Supplier
Recovery Claim from a Work Order.”
5
Drill down on the supplier recovery claim number.
6
Click New in the Line Items view tab.
7
Enter the causal part number, or click the single select button in the Causal Part number field to
choose from the Pick Causal Part dialog box.
8
Enter the supplier warranty policy number, or click the single select button in the Supplier
Warranty Policy number field to choose from the Pick Supplier Policy dialog box.
9
In the Parts Costs details form, click New.
10 Enter the Part number, or click the single select button in the Part number field to choose from
the Pick Causal Part dialog box.
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11 Define the recovery amount, and click Submit.
Creating a Supplier Recovery Claim from a Warranty
Claim
This topic describes how to create a supplier recovery claim based on a warranty claim.
To create a supplier recovery claim from a warranty claim
1
Navigate to the Supplier Recovery Claims screen, then the Supplier Recovery Claims view.
2
Click New.
3
Enter the supplier name, or click the single select button in the Supplier Name field to choose
from the Pick Account dialog box.
4
Select Warranty Claim from the drop-down list in the Create From field.
5
Drill down on the supplier recovery claim number.
6
Click New in the Line Items view tab.
7
Enter the warranty claim number, or click the single select button in the Warranty Claim number
field to choose from the Pick Warranty Claim dialog box.
NOTE: The Causal Part number, Causal Part Name, Fault Code, Trouble Code, Operation Code,
Condition, Cause, Repair, Part Invoice number, Part Installed Date, Part Installed Mileage,
Approved Time, Approved Amount, Invoice number, Type and Description fields are filled in
automatically based on the selected warranty claim.
8
Enter the supplier warranty policy number, or click the single select button in the Supplier
Warranty Policy number field to choose from the Pick Supplier Policy dialog box.
9
Click Submit.
Creating a Supplier Recovery Claim from a Work Order
This topic describes how to create a supplier recovery claim based on a work order. After a work order
line number is selected, the part line items from the work order line item will be created
automatically in the Parts Cost applet. If you pick another work order line number, the previously
selected parts are deleted, and the new parts are then created corresponding to the newly selected
work order line item. Initially, the recovery amount is the same as the approved amount, but you
can change the recovery amount.
To create a supplier recovery claim from a work order
1
Navigate to the Supplier Recovery Claims screen, then the Supplier Recovery Claims view.
2
Click New.
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3
Enter the supplier name, or click the single select button in the Supplier Name field to choose
from the Pick Account dialog box.
4
Select Work Order from the drop-down list in the Create From field.
5
Drill down on the supplier recovery claim number.
6
Click New in the Line Items view tab.
7
Enter the work order number, or click the single select button in the Work Order number field to
choose from the Pick Work Order dialog box.
NOTE: The Causal Part number, Causal Part Name, Fault Code, Trouble Code, Operation Code,
Condition, Cause, Repair, Approved Time, Approved Amount, Invoice number, Type and
Description fields are filled in automatically.
If a work order line number is selected, the part line items from the work order line item will be
created automatically in the Parts Cost applet. If you pick another work order line number, the
previously selected parts are deleted, and the new parts are then created corresponding to the
newly selected work order line item.
8
Enter the supplier warranty policy number, or click the single select button in the Supplier
Warranty Policy number field to choose from the Pick Supplier Policy dialog box.
9
Click Submit.
Creating an RMA for Sending Failed Parts to Suppliers
A Return Material Authorization (RMA) is a transaction in which a buyer or recipient of goods arranges
to return the goods to the supplier to have them repaired or replaced or in order to receive a refund
or credit from the supplier.
Based on the predefined rules, Siebel Automotive issues an RMA to send defective parts to a supplier.
When certain conditions are met, the RMA will be created automatically, which occurs if the Parts
Return Required option is selected at the supplier warranty policy level for the causal part. Then the
RMA will be created automatically when submitting the supplier recovery claim. If an RMA has
already been created to issue a part to the supplier, then additional RMAs can be linked to a supplier
recovery claim. You can also create an RMA manually for other parts.
To link an RMA to a supplier recovery claim
1
Navigate to the Supplier Recovery Claims screen, then the Supplier Recovery Claims view.
2
Drill down on a supplier recovery claim number.
3
Click the RMAs view tab, and then click New.
4
In the RMAs line item, provide the information described in the following table.
190
Field
Description
Order #
Siebel Automotive populates this field with a unique order number.
Type
Select the type from the drop-down list.
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5
Field
Description
Status
Select the status from the drop-down list.
Account
Type the account name, or click the single select button in the Account
Name field to choose from the Pick Account dialog box.
Contact Last Name
Type the contact last name or click the single select button in the Contact
Last Name field to choose from the Pick Contact dialog box.
Click Submit.
Viewing Financial Details of Supplier Recovery Claims
Siebel Automotive allows you to verify the payment status of each supplier recovery claim that has
been approved. By accessing the payments information, you can view the claim number, payment
transaction reference number, payment amount, and date of the transaction.
To view the financial details of a supplier recovery claim
1
Navigate to the Supplier Recovery Claims screen, then the Supplier Recovery Claims view.
2
Drill down on a supplier recovery claim number.
3
Click the Payments view tab.
The payments associated with the supplier recovery claim will be listed in the view tab. Some
fields that might be visible include: Claim number, Payment Type, Payment number, Supplier,
Request Amount, Payment Status, External Reference, Payment Date, Paid Amount, and Cheque
Number.
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Index
Numerics
8.1 CatalogWebService, Web service
application interface 83, 84, 86, 87, 90
operations 83, 85, 87, 89
A
abandoned accounts
querying for 18
working with 17
accounts
about 15
associating a vehicle with an account 18
associating a vehicle with an account by
relationship 19
associating a vehicle with an account using
the Summary view 20
delinquent accounts, recording legal
information related to 111
delinquent accounts, reviewing 102
process of setting up accounts 17
process of using for account management 18
process workflow 16
vehicle-owned scenario 15
vehicle-related scenario 16
administering
automating cure process 101
Assignment Manager, using to assign the
service request 139
assignment rules
creating 95
using 97
auction events 51
Auction List Web Service 88
auctioning returned vehicles 65
Auto CF Activity Attachment Workflow 77
Auto CF Asset Pricing Procedure
Workflow 81
Auto CF Auction Vehicle List Workflow 79
Auto CF EOT Account States Vehicle Dealer
Turn In Workflow 78
Auto CF EOT Account States Vehicle
Inspection Workflow 69
Auto CF EOT Account States Vehicle Turn In
Workflow 68
Auto CF Schedule Inspection Workflow 70
Auto Dealer Vehicle Purchase Workflow 77
Auto Generate Charges Workflow 70
Auto VehiclePublishForPurchaseORAuction
Workflow 78
automotive dealers, about 27
Automotive tools
adding a dealer to the dealer locator 157
calculating loans and leases 159
locating a dealer 158
searching for a vehicle 159
setting up vehicle search 158
B
batch scheduling job 48
C
categories
establishing for dealers 28
collections
about and defined 91
activating workflows 94
administering tasks 93
business scenario, administrator checks for
delinquent accounts 93
business scenario, bank collection agent
contacts customers 93
collection summary information,
reviewing 102
collection tasks, executing 104
creating assignment rules 95
cure process 101, 107
end-user procedures 102
insurance information 111
legal information, recording related to
delinquent account 111
managing correspondence
administration 100
managing preferences 98
reassignments 104
repossession process 107
scenario 92
skip trace information, recording 110
skip trace, impound service requests 110
using assignment rules 97
configuring the server 48
contacting customers whose leases are
ending 60
contacts, working with
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Index ■ D
about 21
associating a vehicle with a contact 24
contact record relationships 23
managing relationships between contacts 24
managing service history information 25
process of working with contacts 23
process workflow 22
scenario 21
viewing associating with an account 38
viewing contact address information 38
viewing sales history 148
viewing service history and sales history 25
working with service history for a
contact 145
contracts
viewing agreement attached to an
account 39
copy quote
using Copy Record 134
using Revise 135
Copy Record, using to copy or revise
quote 134
coverage lists
adding parts to 170
adding repair operation codes to 169
adding to warranty products 163
managing 168
customer loyalty and service marketing
option 13
customer pay, managing 145
D
data modeling option 13
dealer and service center location option 13
dealer assignment, using to assign service
requests 140
dealer locator
adding a dealer 157
locating a dealer 158
dealers, working with
about automotive dealers 27
about tracking dealer sales and service
information 30
adding a dealer to the dealer locator 157
defining dealer profiles 29
establishing categories 28
listing days and hours 30
locating a dealer 158
managing vehicle make information 30
process of using for dealer management 28
process workflow 28
scenarios 27
viewing employees 41
194
viewing options 40
viewing originating dealer information
delinquent accounts
legal information, recording 111
reviewing 102
delinquent title, querying for 42
41
E
eAuto CF Lease End Comm1 XML Generation
Workflow 73
eAuto CF Lease End Comm2 XML Generation
Workflow 74
eAuto CF Lease End Comm3 XML Generation
Workflow 75
eAuto CF Lease End Communications
Workflow 71
eAuto Vehicle Go To View Workflow 80
eAuto Vehicle Return Inspection Report
Workflow 80
eAuto Vehicle Return Workflow 76
employees
viewing partner and dealer employees 41
entering inspection information 63
F
fair market value reference table.
fault codes
managing 170
financial account
about adding 37
adding 37
defined 36
financial product, creating 36
fleet information 115
FMV auction values 51
51
G
generating charges
63
H
households
about 127
households, setting up
associating team members with a
household 128
process of working with households 128
scenario 127
viewing vehicles associated with a
household 128
I
inspection appointments, scheduling
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61
Index ■ L
inspection information, entering 63
inspection information, viewing 63
Inspection Report Web Service 83
Inspection Request Web Service 82
inventory, searching for a vehicle 159
L
labor rates
managing 171
lead sharing and tracking option 13
lease end and vehicle remarketing
about 45
call center agent scenario 45
process 60
setting up fair market values data table 51
setup tasks 47
lease end and vehicle remarketing Web
services
Auction List Web Service 88
Inspection Report Web Service 83
Inspection Request Web Service 82
Pre Term Campaign Vehicle List Web
Service 89
Vehicle Market Value Web Service 85
Vehicle Residual Value Web Service 86
lease end and vehicle remarketing
workflows
activating 47
Auto CF Activity Attachment Workflow 77
Auto CF Asset Pricing Procedure Workflow 81
Auto CF Auction Vehicle List Workflow 79
Auto CF EOT Account States Vehicle Dealer
Turn In Workflow 78
Auto CF EOT Account States Vehicle
Inspection Workflow 69
Auto CF EOT Account States Vehicle Turn In
Workflow 68
Auto CF Schedule Inspection Workflow 70
Auto Dealer Vehicle Purchase Workflow 77
Auto Generate Charges Workflow 70
Auto VehiclePublishForPurchaseORAuction
Workflow 78
eAuto CF Lease End Comm1 XML Generation
Workflow 73
eAuto CF Lease End Comm2 XML Generation
Workflow 74
eAuto CF Lease End Comm3 XML Generation
Workflow 75
eAuto CF Lease End Communications
Workflow 71
eAuto Vehicle Go To View Workflow 80
eAuto Vehicle Return Inspection Report
Workflow 80
eAuto Vehicle Return Workflow 76
lease/loan accounts, working with
adding a financial account 37
adding financial accounts 37
associating a financial account with
agreements 40
calculating leases 159
calculating loans 159
creating a financial product 36
financial account defined 36
process workflow 35
querying for delinquent titles 42
scenarios 33
viewing account information 38
viewing agreements attached to an
account 39
viewing contact address information 38
viewing contacts 38
viewing lease/loan details 39
viewing manufacturer and dealer options 40
viewing originating dealer information 41
viewing partner and dealer employees 41
viewing title detail information 42
viewing title information 41
viewing vehicle itemized costs 39
viewing vehicles associated with an
account 40
leases, calculating 159
legacy systems integration option 13
legal information
delinquent account, recording related to 111
loans, calculating 159
M
maintaining account integrity and
performance 17
managing
cure process 107
insurance records 111
manufacturer options, viewing 40
manufacturer pay, managing 145
master model data setup
understanding 165
multichannel communication option 13
O
opportunities
about 125
associating with a vehicle 125
options
about list of valid vehicle options 119
associating an option with a product
type 122
Siebel Automotive Guide Version 8.1/8.2
19 5
Index ■ P
defining a product as an option 122
process of associating options with
products 122
P
part prices
managing 168
partner employees, viewing 41
parts
adding to coverage lists 170
associating with supplier warranty
policies 177
policies
about 173
amending 174
changing the status of 175
registering 173
transferring 175
Pre Term Campaign Vehicle List Web
Service 89
preventive maintenance plans
associating with a product 153
associating with vehicles 154
setting a trigger 152
working with preventive maintenance plans
for a vehicle 155
preventive maintenance, setting up
associating preventive maintenance plan with
a product 153
associating preventive maintenance plan with
vehicles 154
periodic maintenance scenario 151
process of setting up 152
process of using 154
setting a trigger for a preventive maintenance
plan 152
triggered maintenance scenario 151
viewing preventive maintenance history for a
vehicle 155
working with preventive maintenance plans
for a vehicle 155
pre-warranty authorizations
approving 182
product modules and options 13
Products screen, differences between
Vehicles screen 119
products, managing
about list of valid vehicle options 119
associating a feature with a product 123
associating a specification with a
product 124
associating an option with a product
type 122
196
associating with a preventive maintenance
plan 153
defining a product as an option 122
managing product information 121
process of adding product features 123
process of associating options with
products 122
process workflow 121
scenario 120
types of products 119
working with product features 123
working with product specifications 124
promise-to-pay
creating records 105
PWA See
pre-warranty authorizations
Q
querying for
abandoned accounts 17
delinquent titles 42
quotes, managing
about creating/editing opportunities 134
allocating vehicles to a quote 135
creating quotes 133
defined 131
process workflow 132
scenario 131
using Copy Record to copy or revise
quote 134
using Revise to copy or revise a quote 135
R
reassigning
collection records 104
recall campaigns
about 179
amending 180
creating 180
exclusions, amending 182
exclusions, creating 181
implementing 179
receiving returned vehicles 64
repair operation codes
adding to coverage lists 169
managing 165
repair operation times
managing 167
retail sales process automation option 13
return material authorizations
creating for sending failed parts to
suppliers 190
return receipt, setting up 49
Siebel Automotive Guide Version 8.1/8.2
Index ■ S
returned vehicles
auctioning 65
receiving 64
selling. 64
revise a quote
using Copy Record 134
using Revise 135
Revise, using to copy or revise a quote
RMA See
return material authorizations
135
S
sales history, tracking
about 147
creating a new sales history record 148
process of tracking sales history 148
scenario 147
viewing for a contact 25
viewing sales history for a contact 148
viewing sales history for a vehicle 148
scheduling inspection appointments 61
scheduling turn-in appointments 61
search
searching for a vehicle 159
setting up vehicle search 158
selling returned vehicles 64
service history, tracking
creating a new service history record 144
managing manufacture and customer
pay 145
managing service history information 25
managing services performed 144
process of tracking service history 143
scenario 143
viewing for a contact 25
working with service history for a
contact 145
working with service history for a
vehicle 145
service requests
about 137
service requests, managing
assigning the service request with Assignment
Manager 139
assigning using dealer assignment 140
creating a service request 138
manually assigning the service request 139
process of assigning a service request 139
process of working with 138
providing details of services to be
performed 141
request types 138, 139
researching and resolving service
requests 141
scenario 138
service request channels 137
setting up auction events 51
setting up fair market values reference
table 51
setting up FMV auction values 51
setting up return receipt 49
skip trace
recording skip trace information 110
Summary view, using to associate an
account with a vehicle 20
supplier claims
payment requests, viewing 187
payment transactions, viewing 187
payments, about 186
payments, administering 186
supplier recovery claims
about 188
creating 188
creating from a warranty claim 189
creating from a work order 189
financial details, viewing 191
managing 187
supplier warranty policies
about 176
associating with parts 177
creating 176
eligibility, searching for 177
managing 176
T
team members, associating with a
household 128
title information
querying for delinquent titles 42
viewing 41
viewing title detail information 42
tools
See Automotive tools
trouble codes
managing 170
turn-in appointments, scheduling 61
V
Vehicle Market Value Web Service 85
Vehicle Residual Value Web Service 86
Vehicles screen, differences between
Products screen 119
vehicles, managing
allocating vehicles to a quote 135
asset described 113
associating a vehicle with an account by
Siebel Automotive Guide Version 8.1/8.2
19 7
Index ■ W
relationship 19
associating a vehicle with an account using
the Summary view 20
associating with a contact 24
associating with a preventive maintenance
plan 154
associating with an account 18
associating with an opportunity 125
changing vehicle status 115
deleting a vehicle 116
editing a vehicle record 115
entering vehicle records 114
managing vehicle financial details 117
process workflow 114
scenario 113
searching for a vehicle 159
setting up vehicle search 158
updating vehicle service history 116
viewing preventive maintenance history 155
viewing sales history 148
viewing vehicle itemized costs 39
viewing vehicles associated with a
household 128
working with preventive maintenance
plans 155
working with service history for a
vehicle 145
viewing inspection information 63
198
W
warranties
managing 161
warranty claims
administering payments for 184
approving 183
payment requests, viewing 185
payment transactions, viewing 185
payments, about 184
warranty products
about 161
adding coverage lists to 163
adding products to 163
coverage, managing 173
creating 162
defining
162
managing 162
modifying the status of 164
policies, managing 173
rules, understanding 177
rules, understanding claims processing
rules 178
rules, understanding verification rules 178
structuring 164
Siebel Automotive Guide Version 8.1/8.2
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