1. Contents: Service Process Service Contracts Equipment Card Service Calls Service

2. 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

3. 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

4. Service Process: Unit Overview Diagram Service Topic 1: Service Process

5. Service Process Overview Service Response Service CallService Resolution System Configuration Purchasing Warehouse management Production Inbound logistics Outbound logistics Marketing & Sales Service Financial controlling Master data

6. Customer Equipment Card Serial Number Customer Item Customer Equipment Card A/R Invoice or Delivery for Item with Serial Number Customer Item automaticallymanually

7. 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 Master Record Contract / WarrantyT emplate (Type Serial Number) Type Regular

8. 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

9. Service Calls Service CallService Contract Customer Equipment Card Serial Number Customer Item ?

10. Service Call Contents Service Call GeneralRemarks HistoryResolutionSolutions Activities Knowledge Base Documents ExpensesActivities

11. Managing Service Calls Call Center: records the problem in a service call Queue A Queue B Member of Queue A Checks Queue Picks Call

12. Service Response TuesdayMonday Response Time profiles Monday-Friday 8 a.m. to 5 p.m. 8 hours 4 hours 2 hours Monday-Friday 7 a.m. to 7 p.m. 8 hours 4 hours 2 hours 8 a.m. 1 p.m. 6 p.m. 8 a.m. 1 p.m. 6 p.m. Notification Received Service Response Service Call Service Resolution

13. 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.

14. Solutions Knowledge Base Service Call Add Search

15. Service Reporting Average Closure Time Service Monitor Response Time by Assigned to Report Service Calls Reports Analysis of Service Calls by Employee Information on open and closed service calls View Response Times by Employees Use this report when assigning service calls directly to employees Details on average time to call closure Check the efficiency of the service department Open or overdue service calls Provides two dynamic views in graphical form My Service Calls User-specific report Easy 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

16. 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

17. 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

18. 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.

19. Service Exercises

20. 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