Configuring Logistic Services in 25.1
When users initiate a Depot Service Request for their products that require service in a depot environment, logistic tasks are involved in managing the following logistic services:
• Repair and Return: Collects damaged items from customers, repairs them at the depot, and returns them once the service is complete.
• Exchange: Provides a replacement item to the customer immediately upon receiving the damaged unit.
• Loaner: Supplies a similar asset at no additional cost to minimize customer downtime during the repair process.
• Rental: Offers a similar asset for a fee, providing flexibility for customers who need temporary solutions..
Admins can configure Logistic Work Plans to define the necessary tasks or activities required to efficiently complete a specific logistic service.
When raising a Depot Service Request, end users such as call center agents, support teams, or customers can select appropriate logistic services based on the products requiring services. The available logistic services are determined by the Service Contract associated with the customer’s account.
Perform the following steps to configure logistic services for Service Request:
1. Create a Logistic Work Plan defining relevant tasks require for logistic services. For more information, see
Creating Logistic Work Plans.
2. Associate the Work Plan with a Service Contract for the specific Account and Installed Product. For more information, see
Adding Covered Work Plans.
3. Configure Entitlement Rules to check entitlements for added products, identify the available Service Contract for Installed Products, and display pending services after users use their coverage. For more information, see
Creating an Entitlement Rule for the Service Request.
Based on this configuration, logistic services, including logistic work plans, are displayed to end users according to the Service Contract’s coverage.
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