Installed Base Management
Installed Base Management in mySAP CRM enables the representation of objects installed at your customer’s (for example, 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 for the SAP GUI, the People-Centric UI, the Mobile Client and Internet Customer Self-Service (ICSS).
In business processes, an installed base can be referred to as a general unit or as an individual element (component).
The set of installed objects at the customer’s can be used, for example:
· To determine the exact object for which a problem has been reported
· To determine in detail what the transaction (for example, visit by field service representative, repair by a service employee) refers to
· By the service employee 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
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.
In Installed Base Management, it is generally the installed base structure with its components and the general data for the IBase or installed base components that are managed.
You can switch between a detail display of the installed base components and structure processing.
In the detail display, the data for an installed base component and its additional master data is displayed; for products, for example, data from the product master.
In structure processing, you can install objects as components in the installed base structure. Possible component types are Product, Text Item, Installed Base and Individual Object. Installed base components can be deleted, moved, duplicated and dismantled.
Additional components can also be assigned to each installed base component. In this way, a multi-level, hierarchical installed base can be created. (See below Creating Installed Bases).
The system stores a record every time a change is made to an installed base, in which the status of the structure before the change and the time of change are saved. Therefore, it is later possible to compare the statuses for one installed base for two different times. (For information, see Displaying Two Installed Bases.)
You can compare and maintain two different installed bases, for example, transfer components to another installed base or align structures.
Installed Base Management is integrated in service processes, service contracts and the Interaction Center.
· Integration in Service Processes
You can create a service business transaction with reference to installed base components. For more information, see Creating Business Transactions in Service with Reference to Installed Bases.
· Integration in Service Contracts
In the service contract, you can assign installed base components or an individual object and entire installed bases to individual contract items in an object list.
For more information, see Assigning Service Contracts to Installed Bases.
· Integration in the Interaction Center (IC)
Installed Base Management is included in the navigation area of the IC WinClient and IC WebClient as an independent component. A detail display for installed base components is available in the application area of the Interaction Center.
For more information, see Displaying Installed Bases in the Interaction Center.