Creating a Registered Product in SAP Service Cloud Version 2

In SAP Service Cloud Version 2, a Registered Product is an instance of a product that is associated with a specific customer, and generally has a serial number. Registered products can be organized into categories too, and often are.

A customer registering a product that they purchased then enables the Service Desk Agent to identify the unique customer product and determine service entitlements when a Case is created if a problem occurs. If a warranty exists for the Registered Product, the system links to the relevant warranty and automatically determines the relevant warranty dates if a case is created. This significantly streamlines the customer service process. The same applies should the customer have multiple registered products at a single site and/or across multiple sites. For example, a single exercise bike owner and then a hotel business with, say, one hotel in each of two cities, with several exercise bikes in their gyms.

In summary, the following actions are possible:

• Create Registered Products, including customer details, installation location, and warranty information.
• Establish a hierarchy of Registered Product items for each specific customer.
• Create a Case linked to a Registered Product.
• Assign warranties to the corresponding Registered Products.
• Assign a Service Technician as the responsible employee.

The categories of finished products can be configured in SAP Service Cloud Version 2 by administrators in the following path: Settings → Registered Products → Categories​

Perform the following steps to create a new Category for Registered Products:​

1. Enter the new Category ID.
2. Enter the new Category Description.
3. Enable the Serial ID Optional.
4. Select the check mark to confirm the Action.

Finished products sold to end consumers are grouped into categories depending on the industry or the type of products they belong to. For example, for a company that manufactures bicycles, the categories of finished products could be:

On the Registered Products Lists screen, Service Agents can perform basic searches with the following fields:

• Description.
• Reference Product Description.
• Serial ID.
• Customer.
• Contact.
• Country.
• Postal Code.
• City.
• Street.

The Global Search allows service agents to search through the entire solution. After clicking the search bar, service agents can choose to do a simple or advanced search. ​​Using the Global Search, service agents can also create and save their own queries. After selecting the entity "Registered Products", they can maintain additional filters using the suggested parameters or then can add new ones if required. Saved searches, or queries, can be executed at any time by launching them from the Global Search field.