Installed Base Management
Installed base management enables the representation of objects installed at your customer's site (such as devices, machines, and software) for which a service is offered. It can also be used to manage objects used within your own organization. You manage the installed base structure with its components, and general data for the installed base and its components.
Installed base management is available in the WebClient UI, Interaction Center WebClient, mobile service applications, and E-Service.
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 site can be used, for example:
To determine the exact object for which a problem has been reported
To determine in detail what the transaction refers to (for example, visit by field service representative, repair by a service technician)
By the service technician as information about which object is affected and the parts it consists of
For documenting changes made to objects
In addition to the use of the installed base data in individual service processes with the customer, it also represents the basis for additional evaluations, such as the following:
Activities covered by service contracts
Statistics
Recommendation
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, and that you do this in a clearly-presented structure in one installed base to avoid redundancy. Therefore, you should plan and structure installed bases in detail beforehand. For more information, see Creation of Installed Bases.
Integration
Installed base management is integrated in service transactions as follows:
Integration in service contracts
In the service contract, you can use assignment block
Object List
to assign installed base components, objects, and entire installed bases to individual contract items.For more information, see Assigning Service Contracts to Installed Bases.
Integration in other service transactions
You can use assignment block
Reference Objects
to assign installed bases and installed base components to service transaction items.For more information, see Service Processes with Installed Bases as Reference Objects.
More Information
For information about installed bases in the other channels, see the following documentation:
Channel |
Documentation |
|---|---|
Interaction Center WebClient |
|
Mobile service application |
|
E-Service |