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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 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 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.
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.