The service contract thus represents service data, object list, product list, release list pricing agreement and billing plan. Service profile and response profile defines the service level in CRM service. Service profile indicates the conditions which define when the services defined within service contract can be executed. These profiles are maintained in CRM customizing.
Service Contract Determination can be configured in the customizing. It is possible to manually enter a contract or the system determines the contract automatically. This settings are done while creating transaction type in customizing for a service process.
CRM service plan lets you can model a plan for the recurring service and also perform it such that you can service an object in a planned fashion throughout its complete life cycle. It supports creation of follow-up service transactions like quotation, service order, activity, etc. In the service interval you define rules which specify that for a particular object when and which service needs to be planned, offered, or performed.
It is possible to create a service order as a follow-up document to service agreement or service contract. It consists of header and item part. Items in a service order can be in tree structure forming item hierarchy.
Resource Planning Application is used by the resource planners to dispatch the service order to the service technicians. It also supports managing and analysing the data related to the service representative employees service technicians. In the form of Reference object, IBase components , objects or products can be entered in the service at header or item level. Depending upon the main reference object entered in the service order, the list of relevant products is displayed for the order items.
This functionality is called product proposal. For pricing, CRM pricing procedure could be used which calculate the price based on the conditions maintained for the discounts and surcharge calculations for a particular item. Service Order creation page. The customers included in the services order along with the reference objects could be used in the contract determination process which leads to the presentation of available contracts at a particular time for the concerned customer and the reference object.
It also leads to the determination of service level agreement SLA dates. Typically, in a service contract, the detailed information is specified that will be agreed upon by the recipient of the service, like:.
Service contacts can be used for different purposes all through the validity period. Here are some areas where they can be used:. There are different ways to create a service contract.
You either have the option to create it directly or as a transaction follow-up for a service contract template, or a service contract quotation, or a service agreement. Under normal circumstances, a service contract will include an item data and a header data. Against each service contract generated, a service product can be defined and this can be claimed at a specified time and over a certain period.
Given below are some of the features that can be performed through WebClient UI:. It does not matter what the known problem is, you can search for a solution through Knowledge Search. These are the features that can be used for tracking and maintain on-going service processes of your organization.
These features are also beneficial in analyzing various sales processes that get completed in your organization. Through this feature, it is possible for service employees to have installed Objects or Bases to search, create, and maintain easily. These features can be made use of to keep track of all complaints that are received against products or services that are handled by your company. What is really special about these applications is that they can be run in the offline mode and can then be synchronized with the CRM servers.
Service Agreement is a part of a long-term agreement with a group of business partners or a single business partner that will typically include all details pertaining to an agreement with the customer on matters related to services, SLAs, billing, and price.
However, these agreements generally do not include target quantity.
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