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.
If you work with qualifications, qualification requirements are inherited via the item hierarchy, and are used for the selection of service employees.
Note
If you create a service transaction in Mobile, qualification requirements are determined as soon as the transaction has been transferred to CRM Enterprise.
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.
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.
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.
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.
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:
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 |
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Oil change |
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Motor oil |
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Gear oil |
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Work involved in oil change |
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Work involved in changing motor oil |
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Work involved in changing gear oil |
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Filter change |
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Work involved in filter change |
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Oil filter |
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Air filter |
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Lamp test |
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Work involved in lamp test and parts exchange |
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Dipped headlight bulb |
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Headlight bulb |
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Sidelight bulb |
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Front fog light bulb |
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Rear fog light bulb |