Function documentationItem Hierarchies

 

You use this function to arrange any items hierarchically in a service transaction. In this way, for example, you can show that specific service parts belong to a particular service, or that a service is made up of several other services.

This function is available in CRM Enterprise, Interaction Center, and Mobile.

Integration

If you work with qualifications, qualification requirements are inherited via the item hierarchy, and are used for the selection of service employees.

Note Note

If you create a service transaction in Mobile, qualification requirements are determined as soon as the transaction has been transferred to CRM Enterprise.

End of the note.

Features

Creating Item Hierarchies

You create item hierarchies by specifying the higher-level item for an item in a service transaction. You can create any number of subitems for an item.

The system cumulates pricing data, and duration and quantity in the higher-level item.

Account Assignment

The system posts costs automatically to the account assignment object of the higher-level item. This is also true, if for example, you assign unplanned confirmation items to a planned confirmation item.

Cumulation of Duration and Quantity

The system cumulates values in the higher-level item.

You can use the Business Add-In CRM_SERVICE_I_HIER_CUM to define the way in which the duration and quantity should be cumulated. The standard system contains the implementation CRM_SERVICE_I_CUM. This implementation arranges for cumulated values to be collected in the higher-level item. If an item has a value that is larger than the standard value “1”, the cumulated value from the subordinate items is not cumulated in the higher-level item, but rather the value of this item, since the item value has a higher priority than the cumulated value.

Cumulation of Pricing Data

The system cumulates values in the higher-level item.

A cumulation is required in pricing because pricing data can be entered at both main item level and subitem level. The cumulation of pricing data from subitems in the higher-level item or top item can be represented by a cumulation condition 0KUM.

The prerequisite for this is that the condition type is entered in the pricing procedure and this pricing procedure is assigned to the sales organization.

Creation of Follow-Up Transactions

When you create follow-up transactions, all items are displayed for copying and you can do the following:

  • Copy all items at once

    The hierarchy is retained unchanged in the follow-up transaction.

  • Copy individual items.

    The hierarchy remains unchanged providing that you also copy the upper-level item.

The following figure shows how items in an item hierarchy are copied, depending on the items selected for copying when a follow-up transaction is created:

Example

The item hierarchy for a 20,000 km inspection could be defined as follows:

Top Item

Level 1

Level 2

Level 3

20,000 km inspection

Oil change

Motor oil

Gear oil

Work involved in oil change

Work involved in changing motor oil

Work involved in changing gear oil

Filter change

Work involved in filter change

Oil filter

Air filter

Lamp test

Work involved in lamp test and parts exchange

Dipped headlight bulb

Headlight bulb

Sidelight bulb

Front fog light bulb

Rear fog light bulb