In this lesson, we'll delve into how SAP Service Cloud Version 2 organizes and manages product master data, crucial for delivering efficient service.
Just as SAP Service Cloud Version 2 uses master data objects to organize and manage customer data (Account and Individual Customer objects), it also uses them for the products for which service is provided. A product could be one of the following entities of material:
Material
Material refers to the physical goods or materials that are used in various operations or processes. For example a bicycle.
Service
A service could be a delivery by a technician who is repairing a bike.
Entitlement
Service entitlement refers to the rights or permissions granted to a customer or user regarding a particular service. It specifies what services the customer is entitled to receive, the terms and conditions of service delivery, and any limitations or restrictions associated with the service. Service entitlement can be a registered Product.
Products are Organized into Hierarchies of Product Groups
Before you create products, you need to create the product groups into which you want them organized. For example, a main product group could be appliances with oven, wall oven and dishwasher product groups under that, creating a hierarchy. You can keep going, expanding the number of levels of you hierarchy: 1; 1-1; 1-1-1; 1-1-1-1: and so on. Other product group hierarchies for products could then be spare parts and/or services for the appliances.
Product Details
Select from the navigation bar the entry Products to create a product master data object. You can maintain a number of details in the master data object for a Product such as:
- Product Name.
- Product Image.
- Status (Active, Blocked, in Preparation, Obsolete).
- Unit of Measure (always mandatory).
- Product Group Assignment.
- Notes.
- Attachment.