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Service entitlements overview
Overview
Service entitlements connect standard after-sales offerings, agreement coverage for accounts or equipment, work order consumption, and charges. Define service offerings and products, then use agreements to set validity, scope, quantity, and price. During work order execution, the system can match an agreement, consume entitlements, and create a sales order when charges apply.
Service entitlements span several features. Available agreements, plans, and charge management depend on your purchased plugins and service model.
Applicable scenarios
| Scenario | Main Configuration | Results in Work Order |
|---|---|---|
| Standardized recording of service content | Service items | Record the actual service items, content and price in the work order, which can be used as the basis for subsequent settlement |
| Write-off of rights and interests after customers report for repairs | Service agreement, service product consumption confirmation node | Match the effective agreement when the work order confirms consumption, determine whether it is in or out of warranty, and write off the agreement details |
| Periodic active maintenance | Service agreement, service plan rules, service plan matching rules | After the agreement takes effect, work orders are generated according to the rules through the service plan |
| Charging for out-of-warranty services | Charge management, sales order generation rules, service charge confirmation nodes | Generate sales orders for qualified work order service products; on-site collection can be done when the collection configuration is met |
Core objects
| Object | Purpose | Key Limitations |
|---|---|---|
| Service items | Standardized description of after-sales service items, content and prices | After associating equipment products, the service items are used for work orders of corresponding products |
| Work order service items | Record the actual service content of a work order | Mainly used for execution traces, and can also be used as the basis for subsequent settlement |
| Service products | Uniformly represent labor services, consumables and spare parts in the agreement | Only service products support automatic conversion from order products to service agreement details |
| Service Agreement | Agree on the service products, quantities and prices that customers or equipment can enjoy during the validity period | Must be in the effective state and within the validity period to participate in work order matching and write-off |
| Work order service products | Record labor services, spare parts and other service products actually consumed by work orders | Agreement matching, price judgment and agreement detail write-off will only be executed after consumption confirmation |
NOTE
Work order service items and Work order service products have different uses. The former describes what standard services have been completed this time; the latter carries the write-off of agreement rights and charge calculations. Enterprises can use them separately according to business needs, and do not regard the two types of records as the same object.
Agreement type and details
A service agreement can be for a customer or a specific device. When creating an agreement, you need to determine the start date and end date; after the agreement expires, the status will automatically change to expired.
The service products in the agreement details are divided into two categories:
Periodic service products: have a clear service cycle, such as maintenance services twice a year. Proactive maintenance scenarios usually also require configuring a service plan.
Non-periodic service products: There is no fixed period, and whether consumption depends on the actual maintenance situation, such as spare parts. The agreement type determines the free scope of non-periodic service products:
All-inclusive: During the validity period of the agreement, the service products consumed by the work order are free; there is no need to maintain non-periodic agreement products in the agreement details.
Half package: During the validity period of the agreement, only some service products are free; non-periodic service products that can be written off for free need to be maintained in the agreement details.
Core concepts
- The administrator maintains service items and service products, and decides whether to enable service agreements, service plans and charge management based on enterprise business.
- The enterprise directly creates a new service agreement, or configures automatic generation rules to generate service agreements and details from qualified orders and order products.
- For active maintenance business, the enterprise continues to configure service plan rules and matching rules; for customer repair business, the agreement can be matched when the work order is confirmed to be consumed, without the need to pre-generate work orders on a cycle basis.
- After the work order generates service product consumption, the business staff performs Service Product Consumption Confirmation. The system checks whether the customer or equipment has an agreement that is in effect and within the validity period, associates the agreement, determines whether it is in or out of warranty, brings out the price, and writes off the corresponding agreement details.
- After enabling charge management, the business staff will execute Service Charge Confirmation. Work order service products that meet the sales order generation rules can generate sales orders.
IMPORTANT
The Service Charge Confirmation in the work order process must be located after the Service Product Consumption Confirmation. Otherwise, there will be no confirmed service products in the charging process as a basis for generating orders.
Functional boundaries and limitations
- There are two sources for service agreements: direct creation and automatic order generation. Agreements and details will be automatically created only when automatic generation rules are configured and the order and order products comply with the rules.
- When a work order is automatically generated from a service agreement, only if the automatic generation of work order service products is enabled in the agreement details, the system will create corresponding records with the work order; the default quantity is
1, which can be adjusted according to the actual situation. - Spare parts consumption can be converted into work order service products when the service product consumption is confirmed; whether to generate and the content of the generation shall be subject to the actual spare parts consumption details.
- On-site QR code collection is not a default capability. The enterprise also needs to enable the collection business and set "Allow direct collection" to "Yes" in the sales order generation rules.
- Service items can only describe the work order execution content and price, and cannot replace the validity period, equity amount and write-off rules of the service agreement.