Product Service Letter Processing 

 

You can use this business process to create and edit product service letters (PSL). Product service letters are documents that contain previously identified or potential defects occurring or likely to occur in a product and the instructions for the execution of services that are necessary to eliminate these defects. Product service letters are created by the manufacturer and forwarded to the retailer, or are created by the retailer themselves.

 

Process Flow

 

The following business process runs in SAP CRM:

...

       1.      Create template for exchange or recall and maintain validity

You create a service order template for a product exchange or product improvement and edit the template validity. The service order template contains instructions on executing and conditions for a service and is used by the system to create service items in the service order as a follow-up document for the product service letter.

       2.      Define template items

You maintain the service order template items and enter information such as a detailed work description, required service parts, and tools.

       3.      Create product service letter with information from issuer

The manufacturer identifies a potential or defined technical defect in one or more of his products. As a service partner (= dealer), you are informed about this by the manufacturer and create a product service letter based on the manufacturer’s information.

       4.      Enter business partner or target group

You enter information about the business partner or the target group.

       5.      Assign template

You assign the service order template to the product service letter.

       6.      Update product service letter with relevant reference objects

The system checks whether the dealer’s installed base contains individual objects that are relevant for the product service letter. If the system determines individual objects that can be used, it updates the product service letter accordingly.

       7.      Send information to customers

You inform customers with the corresponding individual objects about the service actions to be performed that are contained in the product service letter.