CRM and CX Blogs by Members
Find insights on SAP customer relationship management and customer experience products in blog posts from community members. Post your own perspective today!
Showing results for 
Search instead for 
Did you mean: 
Former Member


Installed base management enables the representation of objects installed at your customer’s site (such as devices, machines, software, and so on) for which a service is offered. It can also be used to manage objects used internally.

An installed base can be described as a multilevel structure of installed base components for managing objects that are installed (or are going to be installed) on-site, such as equipments, devices, machines, or software. An installed base can be the reference basis for services.

An installed base describes the hierarchical structure of these objects and their individual parts (components).

installed base management is about managing the complete life cycle of the customer assets from the time it is installed and becomes productive, through the period it is in use until the period till eventually it is dismantled.


structure of installed base

In SAP CRM, an installed base could be composed of:

1) Products

The product contains general information about the goods or services it describes, such as devices, machines, or software.

2) Objects

A unique instance of a product that exists only once, for example, a vehicle, a PC, or a serialized spare part. It is generally identified by a number, fixed relationship, or description, such as ID number, location, and building with address.

3) Text

Text components can also be used to structure an installed base by room numbers in the customer's building, for instance.

4) Installed base components

An installed base could be a component of another installed base.

The following example demonstrates how to organize the structure of the installed base with different components.

  1. 3. Information integration in the installed base

The installed base can store various types of Information like:

  • Counter and reading

  You can assign counters to an object or an installed base component. You can view and assign counter information and record measurement readings for installed base, installed base components, and objects. The maintenance order will be triggered when specified counter reading is reached. CRM billing from service documents can be performed on the basis of counter readings (for example, consumption).  

  • Qualification requirement

You can define qualification requirements for service employees for an installed base or an installed base component and then assign the qualified employees for the field service for example.

  • Service levels

  You can assign the correct service profile and response profile to Installed Base and Components for Service Level Agreement (SLA) determination during the service process.  

  • Partner Information

You assign business partners such as sold-to party, service employee group, responsible employee, and so on, to each installed base or each installed base component. The installed base can be identified and displayed using the partner information in the service process.

  • Address Information

  You can assign an address to each installed base or installed base component. An address can be, for example, the delivery address, location, or customer address.   

  • Equipment and functional location

Functional location and equipment that has been already maintained in ERP can now be downloaded to SAP CRM system and graphically represented in the install base tree structure.

NOTE:   In SAP CRM, installed base management is also supported through multiple channels like Interaction center (call center) and mobile channel (e.g. laptop)

Continue Reading of how to configure the Install Base Management @,.,.

Labels in this area