In this lesson, we will explore the concept of warranties, which are assurances provided by manufacturers to cover potential issues with their products. We'll also learn how SAP Service Cloud Version 2 integrates warranties with Registered Products, allowing service agents to efficiently manage customer cases and determine warranty coverage.
What is a Warranty?
A warranty is a type of assurance provided by a manufacturer for a customer. The warranty generally includes information about what is covered and what actions will be taken if something goes wrong with the product. In some instances, the entire product may be replaced, while in others only the replacement parts are provided. Sometimes labor services are included, sometimes not. In most instances, warranties are time based, so the time frame will be an important aspect.
In SAP Service Cloud Version 2, a warranty is associated with a Registered Product. When an agent creates a Case and adds the Registered Product, the warranty is automatically determined. This way the Service Agent can clearly see whether the 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!
How to Access Warranties
Service agents can access the Warranties worklist from the navigation menu by searching for Warranties. From the worklist screen, you can create new warranties or access existing ones.
Warranty End Date for Registered Products Within Cases
Service agents working on Cases can identify which Registered Products belong to a customer via the Customer Hub, Entities screen of the Agent Desktop. By selecting the Entity "Registered Product" for a customer, the service agent can see the warranty end dates for each of that customer's Registered Products.