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SAP Business One Service Management >> back to the SAP Business One main page
The Service module is used to manage the interaction between service representatives and customers. It enables you to enter and maintain information on service contracts, items and serial numbers, and customer complaints and enquiries, as well as to perform numerous related functions. Each time the customer reports of a problem, you log it in by opening a service call.
Service Contracts: Create a regular support or warranty contract for items or services sold to a customer. The contract maintains the start and end dates as well as specific contract terms that could include guaranteed response or resolution times.
Customer Equipment Cards: Maintain detailed information about an item sold to a customer, such as a manufacturer’s serial number, replacement serial number, and service call history. Cards also list service contracts assigned to the specific item.
Customer Equipment Report: View all equipment and corresponding serial numbers sold to a customer or range of customers.
Service Calls: Review information about all service calls that were created, resolved, or closed on a specified date or within a range of dates. You can restrict the report to see service calls for a specific queue, technician, problem type, priority, item, or call status. You can choose whether to include a view of overdue calls.
Service Calls in the Queue: Track and maintain service calls by reviewing the call history related to a particular event. You can monitor the status of a call and assign it to individual technicians or maintain them in a team queue.
Response Time by Assignee: Follow the communication between a customer and the service department and track the time needed to properly respond to a single service call.
Customer Equipment Card can contain all the serial number items for which service can be physically provided.
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