Installed Base Hierarchy
Installed Base (IB) hierarchy visualization helps end-users to view the company IBs' logical arrangement at the customer site and understand the interdependent component details for the assigned Work Order’s component. The IB Hierarchy helps to:
• View IBs at a customer site with the top-down architecture easily.
• Give real-time visibility into maintainable IBs and their status.
• Allow traceability and quick record updates using record actions.
• Trace relationships upward to the topmost parent and recognize the dependent child components and their sub-components by using the parent-child logic.
Installed Base Hierarchy Use Cases
The following are some of the use cases of the IB Hierarchy based on different users:
Call Center Agent
1. The customer reports an issue with a specific Installed product and asks for a field visit. The customer-facing team member on the call looking at the IB hierarchy view can gather missing details for the IB and update details from the IB hierarchy view so that the technician is sent to the right location for service activity.
2. The user has information about all IBs for the customer and their status and can answer customer questions quickly without wait time and less navigation to different record pages.
Field Engineer
1. The field engineer can view information about other IBs in the location when attending a break-fix for an IB. For example, the field engineer can pick up maintenance activity on another IB at the same location which is overdue or planned in the coming days. This avoids truck roll and improves work efficiency.
2. The field engineer can assess any impact or downtime to a dependent child or parent components due to a break-fix, keep the customer and support team informed about any expected downtime and avoid escalations.
3. The field engineers can ensure all upstream and downstream IBs is fully functional and has no impact with break-fix for a specific IB.
4. The field engineer can verify whether all the IBs in a location are listed correctly. If an IB is installed at the location but has not been added to the location, the technician can add the IB to the location and also capture missing details for the IBs at the location.
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For information about the end-user experience of viewing and using the IB hierarchy, see Viewing IB Hierarchy.
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Customer
1. From the community portal the customer can get to know how specific equipment has been arranged, its dependent components, unit details, working status, and information maintained in the system.