Installed Base Management
Definition
Installed base management in SAP Customer Relationship Management (SAP CRM) enables the representation of objects installed at your customer’s site (such as devices, machines, software, and so on) for which a service is offered. It can also be used to manage objects used internally.
Installed base management is available in the following channels: CRM WebClient UI, mobile service, and Internet Customer Self Service (ICSS).
Use
In business processes, an installed base (IBase) can be referred to as a general unit or as an individual element (component).
The set of installed objects at the customer’s site can be used, for example:
● To determine the exact object for which a problem has been reported
● To determine in detail what the transaction refers to (for example, visit by field service representative, repair by a service technician)
● By the service technician as information about which object is affected and the parts it consists of
● For documenting changes made to objects
In addition to this direct use of the installed base data in the context of individual service processes with the customer, it also represents the base for additional evaluations, such as:
● Activities covered by service contracts
● Statistics
To enable you to have as clear as possible an overview of the status of the customer’s installed objects in your system, we recommend that you only store objects and information relevant for your service in a clearly-presented structure in one installed base. This avoids redundancy. Therefore, installed base management should be planned and structured in detail beforehand. For more information, see the "Prerequisites" section in Creating Installed Bases.
Structure
In installed base management, it is the installed base structure with its components and the general data for the IBase or installed base components that are managed.
In structure processing (Installed Base Hierarchy), you can install objects as components in the installed base hierarchy. Possible component types include Product, Text, Installed Base, and Object. Components can be deleted, cut, copied, and pasted.
Additional components can also be assigned to each installed base component. In this way, you can create a multilevel, hierarchical installed base. (For more information, see Creating Installed Bases.)
The system stores a record every time a change is made to an installed base, in which both the status of the structure before the change and the time of the change are saved. Therefore, it is possible to compare the statuses of one installed base at two different times. (For information, see Displaying Two Installed Bases (SAP Easy Access).) This function is available in SAP Easy Access.
You can compare and maintain two different installed bases, for example, to transfer components to another installed base or align structures. This function is available in SAP Easy Access.
You can deactivate installed bases that are not used, or are no longer used, or archive them and delete them from the system.
Integration
Installed base management is integrated in service transactions, service contracts, and the Interaction Center WebClient.
● Integration in service transactions
You can use assignment block Reference Objects to assign installed bases and installed base components to service transaction items. For more information, see Service Processes with Installed Bases as Reference Objects.
● Integration in service contracts
In the service contract, you can use assignment block Object List to assign installed base components, objects, and entire installed bases to individual contract items.
For more information, see Assigning Service Contracts to Installed Bases.
● Integration in Interaction Center (IC) WebClient
Installed base management is included in the navigation area of the IC WebClient as an independent component. A detailed display for installed base components is available in the application area of the Interaction Center.
For more information, see Installed Bases and Objects.