Service and Repair Process - for multiple equipments

[siowfong_chen]

Hi! I went through the videos on the service and repair functionalities in cloud for service and can see that one can assign a serial number of the unit that has been reported to have problem. I have a business scenario where a customer will collect all equipment that have problem and contact us in a single call. In this case, are there any functionalities available for us to capture all the equipment in a single service ticket? It would not make sense to create multiple service tickets as the customer obviously only want a single reference and potentially a single quotation for the repair of these units. Does anyone has similar requirement and if so how is this being handled in C4S?

Thanks

SF

[Former Member · Accepted solution]

Sorry but a ticket can only have one reference object. I would recommend using a ticket (for customer facing) with sub-tickets representing the work tickets handled by repair engineers.

[siowfong_chen · Accepted solution]

Thanks. Do you know whether it is possible to generate a quotation at the main ticket level that will include the object at the sub-ticket level?

[Former Member · Accepted solution]

Sorry but I'm not aware of any capability to generate Service quotation with reference to installed objects/base.

[Former Member · Accepted solution]

Hi Thierry CRIFASI,

In the service quotation process we have item level where we can add the installed base number so that underlying components are taken into the quote of the service process.

or we can include the equipment ( multiple ) so that we can create quote followed by service contract.

Please revert back for further queries.

Regards,

Srinivas Narasimman

[Former Member · Accepted solution]

I'm sorry but I'm not sure what system you are talking about when saying "In the service quotation process we have item level where we can add the installed base number so that underlying components are taken into the quote of the service process".

This is NOT a functionality I'm aware of in C4C (I just checked in our demo system). All you can add on a Sales Quote is Products.

[Former Member · Accepted solution]

Its on premise model, sorry for that but we have registered products in which we can add this multiple products there.

[Former Member · Accepted solution]

The initial question was about C4C - just like this forum by the way. So why are you telling us it is possible in SAP CRM? May be it's even possible in Salesforce but that is not the point....