Setting up Warranty Management in SAP Service Cloud

Objectives

After completing this lesson, you will be able to:

  • Enable and maintain warranties in SAP Service Cloud

Setting Up Warranty Management

In the context of a registered product in SAP or other systems, a "warranty" refers to a guarantee or assurance provided by the manufacturer or seller regarding the quality and performance of the product. The warranty outlines the terms and conditions under which the manufacturer or seller commits to repairing, replacing, or refunding the product if it fails to meet certain specified standards or if it experiences defects within a specified period. 

Elements of a Warranty 

  1. Duration: The warranty specifies the length of time during which the product is covered. It may be a limited time, such as one year, or extend for a more extended period.  
  2. Coverage: The warranty defines what aspects of the product are covered. This could include defects in materials, workmanship, or specific components. Some warranties may also cover damage under certain conditions.  
  3. Conditions: Warranties often come with conditions that must be met for the warranty to be valid. For example, the product may need to be used in a certain way, and regular maintenance may be required. 
  4. Uncovered Categories: In warranties, certain incident categories can be maintained as a function, which leads to a warranty rejection if they are used in tickets. 

Warranty Management

Figure: Warranty Management

In SAP Service Cloud, a warranty is associated with a registered product. When an agent creates a ticket and adds the registered product, the warranty is automatically determined. This way the agent can clearly see whether service will be an additional cost to the customer or if it is included in the warranty. It's more accurate, and a lot faster! 

 

No doubt you have purchased many products in your life that come with, or give you an option to purchase, a warranty. You know then that a warranty is a type of assurance provided by a manufacturer for a customer. 

The warranty generally includes any information about what is covered and what actions will be taken in the event that something goes wrong with the product. In some cases, the entire product may be replaced, while in others only the replacement parts are provided. Sometimes labor services are included, while in other cases they are not. 

In most cases, warranties are time based, so the time frame will be an important part of the warranty. 

Steps to Configure a Warranty

In order to use warranties in SAP Service Cloud, there are several configuration steps.  

  1. First, you will activate Warranty Management in scoping. 
  2. Next, in the activity list, you'll fine tune the warranty process by adding a number range for both internal and external warranties. 
  3. The next step is to create a date profile to specify how many days after product delivery will pass before warranties take effect. This is also done in the activity list.
  4. Finally, you'll grant access to the Warranties work center to any business users or roles that will be working with warranties.

Configuring SAP Service Cloud to Allow Warranties

Watch the following video where you will see how to configure SAP Service Cloud to allow warranties. The first three steps will be covered in the video and the final step will be covered in the simulation.  

Summary Steps 

  1. Enable warranties in scoping. 
  2. Add a number range for both internal and external warranties. 
  3. Create a date profile to specify the number of days after product delivery that warranties will become effective. 
  4. Grant business users' access to warranties in work center. 

How to Grant Users Access to Warranties in SAP Service Cloud

Click 'start exercise' to learn how to grant users access to warranties in SAP Service Cloud. 

Select 'Open PDF Document' to get a downloadable guide with all the steps for the exercise after you click start. 

Lesson Summary 

In this lesson, you learned how to configure SAP Service Cloud to allow warranties and grant users access to the work center. 

That concludes this unit, Managing Service Objects in SAP Service Cloud, where you completed the following lessons: 

 

Lesson 1: Adding Registered Products to an Installed Base 

Lesson 2: Setting up Warranty Management in SAP Service Cloud 

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