What does this section cover? 

Raising a Service Request Related to a

Physical

CRM.COM allows you to create Service Request and specify items that are affected.

Good 

Service Requests can be used to identify if a damaged Physical Good that requires replacement, is under warranty and whether it can be replaced for free or the customer needs to pay.

Note that you cannot add warranties to items using Service Requests; this can only be done via Jobs: Applying Warranty Policies to Physical Goods. Service Request are used to provide you with information as to whether the installed item which has already been provided to a customer is covered by a Warranty or not.

Whether an installed item is eligible to coverage (i.e. free replacement) is dependent on the Coverage Reason; therefore once the applied warranty is provided by the system (after the agent selects the item), it is up to the agent to select the reason that the installed item is reported as required to be replaced and according to the coverage reason configuration the system will inform the agent whether the item is covered or not.

Validations & Restrictions

Raising a Service Request Related to a Traceable Physical Good and calculating Warranty's Coverage

1. Follow the steps provided at Creating Service Requests
   AFFECTED PRODUCTS

   1. Specify the affected physical good:
      If the installed item's warranty can still cover the installed item then the following related information is made available

      1. Warranty Policy: Displays the item's related warranty name.
         Click on the link to view the warranty applied
      2. Warranty expiration date :Displays when the item's warranty expires. 
   2. Coverage Reason: Select the Coverage Reason from the drop down list
      

      1. Covered: Once the reason is specified the coverage reason is set. The value can either be Yes or NoNo 

         

2. Proceed with providing the rest of the information required to create a Service Request as explained at  Creating Service Requests