Installed Base and Entitlements
ServiceMax offers multiple ways to create and manage information about Installed Products for providing on-demand entitlement checks.
• Configure a back-office Enterprise Resource Planning (ERP) application, like Oracle or SAP to send processed shipment information at regular intervals to ServiceMax.
• Configure Installed Products with ServiceMax's easy-to-use and rich user interface delivered using the ServiceMax platform Service Flow Manager.
• Locate Installed Base (IB) data in Salesforce. Installed Product information is displayed in a hierarchical structure so that users have a snapshot view of the product’s configuration and the status of every component in the hierarchy.
• Manage the IB hierarchy and related details using the multi-level dynamic tree in ProductIQ, the purpose-built mobile app for Connected Field Service.
Warranty Terms can be linked to individual part numbers or a group of products identified by Product Family or Product Line. When an Installed Product record is created, the warranty is calculated automatically based on the warranty terms defined.
The Service or Maintenance Contracts module can be used to manage extended Service Agreements for Serial or Lot, tracked as well as non-tracked items. Coverage in service or maintenance contracts can be based on a group of products (identified by product family or product line), part numbers, installed products, customer contacts, locations, and service types. An existing contract can also be renewed easily with a click of a button. At the renewal stage, users can retain all coverage details as it is, or modify them.
ServiceMax Interactive Entitlement Verification is an intelligent collaboration of automation and informed decision-making. After the product and customer are identified on a support case or work order, all the relevant warranties and service or maintenance contracts are displayed to the user in a grid format. Users can then select the relevant warranty or service or maintenance contracts to entitle the customer. Rule-based Auto-Entitlement fully automates this process, providing an alternative or complementary option for IBs that are simpler and predictable.
The complete history of service entitlements made to customers is tracked automatically in ServiceMax. With the help of powerful dashboards, reports, and advanced service performance metrics, management users can quickly learn the history of customer entitlements, grouped by products, regions, customers, and contacts.
The following screen displays the Entitlement Process.
