Service : Customer Service Process

In this topic we focus on how to set and manage services you provide to your customers. Service functionality can also be used for managing services provided by your vendors.   That subject is covered in a separate course topic. 

At the end of this topic, you will be able to:

1. Set up automatic generation for equipment cards
2. Create a service contract template associated with an item
3. Sell an item associated with a service contract
4. Create and manage a service call

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Here are some key points:

1. A service call needs to be opened when a customer has a service issue.
2. A customer equipment tracks a serialized item sold to a customer. Equipment cards can be created automatically or manually.
3. Service contracts are based on contract templates. Contract templates can be associated with an item master record to set up automatic contract creation.
4. When a equipment card is created automatically, a service contract can be automatically assigned.
5. Contract settings for response time, resolution time and hours of coverage are used to determine the deadlines for service response by a technician and resolution of the problem in a service call. 
6. There are multiple settings and options available to define print preferences for Service Calls and Service Contracts

You can also download the document here for your records.