In SAP Business One, you define a basic structure for a service contract that includes the contract type, coverage time, resolution time, and so on. This structure is called a contract template. The contract template enables you to work with several basic contracts at one time and simplifies the creation of service contracts for each customer. When you create a new contract, you must base it on a contract template; coverage details are copied automatically from the contract template. For example, if you add an attachment to a contract template, the attachment is then copied to all service contracts based on the template. You can modify a contract template at any time, but you cannot delete it. To prevent a contract template from being used in the future, you change its status to Expired.

You use queues to handle your service calls more efficiently. For example, you can define three different queues: one for managing service calls about support, one for accounting issues, and one for sales promotions. Because you can assign consultants, departments, or other employees to a queue, you can send each service call to the relevant consultant, department, or sales employee who can best handle the service call.

You make the settings for the Service module in  Administration Setup Service .

Depending on your company’s service operations, you may have to make other settings: