Contents: Service Process

Service Contracts

Equipment Card

Service Calls

Service

In this unit, you will: Set up automatic generation for equipment cards

Create a service contract template associated with an item

Sell an item associated with a service contract

Create and manage a service call

Service: Purpose

The company is proud to offer the best service available to its customers. Normal warranty issues and services based on special service contracts are handled by a small but efficient call center.

Service: Business Example

Service Process: Unit Overview Diagram

Service

Topic 1: Service Process

Service Process Overview

Service Response

Service Call Service Resolution

System Configuration

Purchasing

Warehouse management

Production

Inbound logistics

Outbound logistics

Marketing & Sales

Service

Financial controlling

Master data

Customer Equipment Card

Serial Number

Customer

Item

Customer Equipment Card

A/R Invoice or Delivery

for Item with Serial Number

Customer

Item

automatically manually

Service Contract

Type Warranty

Service Contract

A/R Invoice or Delivery

for Item with Serial Number

Customer

automatically

manually

Customer Equipment Card

Serial Number

Customer

Item

ItemMaster Record

Contract / WarrantyTemplate

(Type Serial Number)

Type Regular

Contract Details - Service Level Agreement

Service Level Agreement Details

General tab Response Time Resolution Time

Coverage tab Available hours for service Type of services covered:

parts labor travel

Service Calls

Service Call Service Contract

Customer Equipment Card

Serial Number

Customer

Item

?

Service Call Contents

Service Call

General Remarks HistoryResolutionSolutions

ActivitiesKnowledge

Base

Documents

ExpensesActivities

Managing Service Calls

Call Center:records the problem in a service call

Queue A

Queue B

Member of Queue A

Checks Queue

Picks Call

Service Response

TuesdayMonday

Response Time profiles

Monday-Friday8 a.m. to 5 p.m.

8 hours4 hours2 hours

Monday-Friday7 a.m. to 7 p.m.

8 hours4 hours2 hours

8 a.m. 1 p.m. 6 p.m. 8 a.m. 1 p.m. 6 p.m.

Notification Received

Service ResponseService Call Service

Resolution

Service Resolution

Service Response

Service Call

Service Resolution

Customer is satisfied with the solution to the issue. Enter text on the Resolution tab of the Service Call. Mark the service call as Closed.

Solutions Knowledge Base

Solutions Knowledge

Base

Service Call

Add

Search

Service Reporting

Average Closure Time

Service Monitor

Response Time by Assigned to Report

Service Calls Reports Analysis of Service Calls by EmployeeInformation on open and closed service calls

View Response Times by EmployeesUse this report when assigning service calls directly to employees

Details on average time to call closureCheck the efficiency of the service department

Open or overdue service callsProvides two dynamic views in graphical form

My Service Calls User-specific reportEasy for a service employee to quickly see all assigned calls

and determine priority for action.

View Response Times by Queue Use this report when assigning service calls by queue

Service Calls by Queue

Service Expenses

Service Call

A/R Invoices, A/R Credit Memos, Deliveries, and Returns or

Display All Documents

All Documents

Service Call Expenses

Items

Labor and Travel

Expenses Details

Expenses

Transfers to Technician

Returns from Technician

Deliveries

Returns

Invoices

Credit Memos

Summed up by item of item type Items

Deliveries

Returns

Invoices

Credit Memos

Summed up by item of item type Labor or Travel

Settings for Service

Configuration Settings for Service Automatic Creation of Customer

Equipment Cards Unique Serial Numbers Contract Templates Service Call Queues Service Territories

Set up for Service in Master Data Automatic Contract Creation for specific

serialized items Linking Territories and Technicians to

Service Customers

Service Process: Topic Summary

Key points from the Service Process topic:

A service call needs to be opened when a customer has a service issue.

A customer equipment tracks a serialized item sold to a customer. Customer equipment cards can be created automatically or manually.

Service contracts are based on contract templates.

Contract templates can be associated with an item master record to set up automatic contract creation.

When a customer equipment card is created automatically, a service contract can be automatically assigned.

Service Exercises

Service: Unit Summary

You should now be able to: Set up automatic generation for equipment cards

Create a service contract template associated with an item

Sell an item associated with a service contract

Create and manage a service call