Service 

Definition

All types of services that can be defined in a service contract or service plan, such as customer service, technical installation, training and consulting.

Periodic services are services that are carried out regularly at certain intervals (counter or time-based service intervals). They are defined in service plans.

 

Use

Services appear in the system as products of type Service . You can define one product per contract item.

Even a complex service package that contains several individual services and service parts can be defined as a product in a service contract item.

In the product list belonging to a service contract item, services and service parts are entered that are contained in the service product, which is defined in the contract item. These services and service parts can be claimed in the course of the subsequent service order processing with reference to a service contract.

The product list can contain products, product categories, or a product range (partner/product range). It allows:

·        The proposal of services and service parts in the service order (see Determining Service Contracts (Contract Determination))

·        The function to call them from service contracts (value/quantity).

Services and service parts entered in the product list must exist in the system as products.

 

Integration

If a customer wants to claim a product, the service employee creates a service order. If this has been set in Customizing, the system determines existing valid service contract items and proposes them to be assigned.

After the corresponding service contract item has been assigned, the services and service parts from the relevant product list are automatically proposed for being transferred to the service order.

The service employee chooses one or more entries from the list that apply to the service order. An item, into which the product data is copied, is automatically created in the service order for each product that is selected.

For more information, see Determining Service Contracts (Contract Determination).

 

Example

You define the service package standard winter check for car in a service contract item. This consists of the services

·        Tire change

·        Headlight check

·        Battery check

·        Replacement of windscreen wipers

and the service part

·        1 set of windshield wipers

You enter the listed services and service parts in the product list belonging to the contract item.