Discovering the Service Process in SAP Business One, Web Client

OEC Computers sells mobile phones with a warranty and a service contract. The mobile phone item is managed by serial numbers, and with the appropriate settings when a phone is sold, the system automatically creates an equipment card and a service contract for the combination of the customer and the serialized item.

If a customer reports an issue, a service call is created to track the complaint. The service representative selects the customer record and the mobile phone serial number and enters the subject of the call. The system verifies that the service contract is valid and that the call is within the coverage time. The service call is assigned to a representative who diagnoses the problem and offers a solution. If unresolved, the call can be assigned to a technician. All actions are documented and tracked in the service call. Once resolved, the service call can be closed.

To support the service process, SAP Business One, Web client provides the following service tools:

• Equipment cards for recording service history.
• Service and warranty templates and contracts.
• Service Queues for routing service calls.
• Service Call document for tracking and managing service response and resolution.
• Solutions Knowledge Database – a repository for symptoms and solutions.

• Items for sale are managed by serial numbers. With the appropriate initial settings, a service contract and an equipment card are automatically created when an item is sold.
• Customers can report issues, and a service call is created to track the complaint.
• The service representative validates the service contract, diagnoses the problem, and documents the resolution in the service call.
• SAP Business One provides tools to manage the service process, including equipment cards, service templates, and a solutions knowledge database.