Service Requests in E-Service 

Purpose

A Service Request is a detailed query that Web users create to ask for a specific service when they cannot find satisfactory solutions to their product problem using FAQs or the Solution Search.

Web users can:

·        Create service requests

·        Display a list of their service requests and monitor their status

·        Change the status of a request

·        Display service request details

·        Update service request details

 

Integration

Web users can link Service Requests to products, registered products, and installed bases. They can create requests from within the Product Registration and Installed Base Management processes. Web users can validate their warranty and service contract entitlements during request creation.

 

Features

When Web users create a Service Request, they specify which product, installed base, or registered product is concerned by the request. They also select the service that they need. Upon service selection, the system will search for:

·        contracts that cover the requested service. If the service is covered by more than one contracts, users will select the most suitable one.

·        available appointments for this service. Users will select a time that is convenient for them.

Web users can also:

·        Attach documents to their service requests.

·        Select a ship-to address

·        Display their service requests and monitor their status. If a service request is covered by a service contract, that contract can be viewed in the detail view of the service request. If a service request was linked to a solution, that solution can also be viewed in the detail view of the service request.

·        Update their Service Request details by adding information and/or changing their status. They can also add new attachments. However, if they want to change the appointment scheduled for a service, they must call their customer service representative.

·        Chronologically display texts entered by themselves as well as replies entered by the agent.