Installed Base Management in E-Service 

Use

An Installed Base is a structure of components that assists customers in managing the products that they have acquired.

Installed bases are made up of components. A component is an element of the installed base that contains service-relevant information and can be referred to in a service request, a complaint or a service contract. Components can be assigned to other components within an installed base, thus creating a multi-level hierarchy.

There are four types of components, each represented by a specific icon:

·        Product

·        Text

·        Installed Base

·        Individual Object (iObject)

 

Prerequisites

Web users must be logged in to use this function. Web users who are contacts of a company have access to their company’s installed base. Web users who are registered consumer users have access to their own installed base.

 

Features

Web users can maintain their installed bases, including those created prior to the registration of their Internet account, in the Installed Base area of E-Service.

The Installed Base Management function enables web users to perform the following:

·        Create Installed Base/Component

Web users can add installed bases or components into their Installed Base List.

They can:

¡        Create an Installed Base

Web users select the Create Installed Base link.

¡        Create a Sub-Component

Web users can create Components of types Individual Product (iProduct), Text, and Object. Components of typeindividual Object (iObject) can be created from a new object or from an existing one.

·        Display Installed Base List

Web users can view a list of their installed bases. The installed base view can be expanded to display its components.

When Web users select an installed base or a component from the Installed Base List, they can:

¡        Display the details of the selected installed base or component

¡        Create a sub-component for the selected installed base or component

¡        Create a service request or a complaint for the selected component

·        Display Installed Base/Component Details

Web users can display the details of an installed base, or of a component within the installed base. Components can be of type Text, Product, Individual Object (iObject), or Installed base. Web users can also update components of types Text and Product.

Web users can also create a service request or a complaint related to a component from the installed base list. Web users can create service requests or complaints for components of all types, except components of type Installed base.