Service objects

Related topics

With JustRelate CRM, service-relevant data such as warranty, guarantee, maintenance intervals, response time, etc. (service/machine file) are stored in service objects.

There is no fixed connection between the commercial scope of supply and the service customer installation. The commercial parts list is separated from the service parts list (in the customer installation).

  • Service objects represent the systems, machines, assemblies, etc. installed at the customer or operator, and
  • contain service data such as the serial number, warranties, technical attributes, documents, service history, location address, etc.
  • The location address can be adopted either by the customer or by the operator:
    • Use Set address in the Location tab of the service object.
    • Before a new service object is saved, the address to be adopted is queried if both roles were entered.
  • Service objects can be created by transferring data from sales transactions, manually (e.g. in the course of an inspection), or by import from external systems (e.g. from an ERP system).
  • Service objects can be structured, e.g., for service-relevant assemblies in a machine.
  • The product reference is visible in the service object (in the header of the master form and in the cus­tomer installation in the master data tab of the selected service object). Components have a function by means of which a service object can be created. A component can be changed (product reference) and can also be empty (no product reference).

Service object database table

Service objects are managed in a dedicated database table:

  • Production part lists can be mapped autonomously.
  • With locked commercial parts lists, there are no access problems.
  • A commercial parts list cannot be modified unnoticed.
  • Structured service objects are possible.
  • A service object can display attributes like the ones that can be found on a service card (and includes, for example, the serial number, warranty, guarantee data, …).

Service objects can be created at any point in time, and thus doesn’t depend on the exis­tence of a commercial parts list or the status of the order.

Advanced possibilities for generating service objects

Service objects can be created manually without the need for a commercial product (e.g., along with an inspection by a service technician, third-party systems included).

Service objects can be created via add functions in the customer installation (e.g. retrieve from sales order) and also via import from an external system into a prepared import table.

Functions for creating and replacing service objects

The functions for creating service objects are combined in a submenu. It contains the functions:

  • Service object without product
  • Service object from product data base
  • Service object from product class
  • Service object from case (sales/service)

In addition to the customer installation, the functions are available for the following objects in the function bar:

  • Master administration of the service objects
  • Companies and Persons
  • Service object selection dialog of service messages

Service objects can be replaced using the Service object (replace) select function in the subdialog menu of the customer installation

Info

Admin: Status bar for the service object: A service object can have a status bar. In the process defi­nition, all prerequisites for this have been created. The definition is done there in the Escalation Level/Sta­tus bar tab in the same way as for other processes. No Status bar is defined in the standard system.

Provision of the assistant in Sales: For scenarios in which Sales creates service objects, the function can also be provided through Customizing, e.g., for sales quotations and orders.

Support for creating a plausible service objekt structure in the assistant

  • When selecting a product at level n, the path to the top product is automatically highlighted. This allows you to create a service object structure in which you can see in which system the assembly is installed. Subsequent deselection of higher-level products remains possible, however. This makes it possible to place a product at the top level in the structure of the service object tree if required. Example: A machine is sold with a tool as a structural item, and the tool is to be placed on the top level as a service object.
  • Products for which a service object already exists are highlighted in gray. Irrespective of this, such a product can be selected to create another service object.

Treatment of non-service-relevant products

  • The list only contains products with the service relevance flag set.
  • Exception: If there is a non-service-relevant product with service-relevant subproducts, the structure cannot be displayed plausibly if this is missing from the list. For this reason, the non-service-relevant product is also included in the list in this situation.

Quantity treatment

The service object quantity is not checked against the product quantity, and there is no support for quantity explosion or batch splitting in the wizard. Therefore, please note the quantity information for the service object. The Quantity field for service objects remains unlocked. For example, you can only create one service object for a sold batch with a quantity of 10 if required (e.g. in the event of an error). For this, the Explode quantity and Split batch select functions are available in the customer installation.