Installed Base Timeline
The Installed Base (IB) Timeline enables users to visualize information about the IB in a single instance of the timeline UI. The IB Timeline provides a 360-degree view of all IB life cycle management activities, such as customer interactions, fieldwork, downtime, IB coverages, and other related information in events and spans.The IB Timeline helps to:
• Reduce the number of clicks to get information about the installed base and improve efficiency.
• Recognize different record types and event occurrences on the timeline using visual indicators.
• View records in context to the user's profile with additional capabilities in a single UI.
• Filter specific records.
• Narrow down the records using the date range.
Installed Base Timeline Use Cases
The following are some of the use cases of the IB timeline based on different users:
CSR Team:
1. The CSR team can avoid creating duplicate work orders by looking into the timeline to see cases or planned work orders for the IB.
2. The CSR team can view the historical data and current status of the IB and suggest necessary actions to the customer.
3. The CSR team can view can determine if there have been too many breakdown work orders for the IB in the past and update the priority of the work order status to expedite the IB service.
IB Managers:
1. The IB manager can look into the coverage details of the IB and initiate a contract renewal or upsell discussion with the customer.
Field Engineers:
1. The field engineer can glimpse the service activity type performed on the IB in the past before the upcoming scheduled service for the IB.
2. The field engineer attending a break-fix work order for an IB can view the preventive maintenance work order scheduled for the IB in the near future and complete it as part of the site visit.
3. The field engineer can view that the service contract for the IB has recently expired and avoid providing free services to the customer. This helps stop revenue leakage.
For more information about the admin experience of configuring the IB timeline, see
IB Timeline for Administrators.
For information about the end-user experience of viewing and using the IB timeline, see
IB Timeline for End-Users.