Available from CRM.COM R9.0.0

Excerpt

hidden	true

Understand the usage of Warranty Policies within CRM.COM

Status

colour

Red

title

Panel

name

grey

Related Areas

Filter by label (Content by label)

showLabels	false
spaces	V4Manual
sort	creation
showSpace	false
labels	warranty-policies-basics-r7,warranty-policies-advanced-r7,warranty-policies-admin-r7

Panel

name	grey

blue

What are Warranty Policies?

A Warranty

Policy

defines how

physical goods

Physical Goods bought by customers can be replaced, free of charge, within a specific period

of time

after the purchase.

Multiple warranty policies can be defined and be active at the same time. Each warranty policy defines the traceable goods or product types or brands or families which can be covered and the period during which the physical goods will be covered after their purchase. They are applicable only for traceable physical goods which are sold to customers - ether directly or indirectly - within CRM.COM (through Jobs).

Note
Warranty Policies are applicable only for sold traceable physical goods that are provided on subscriptions.

Glossary of key terms

Warranties are provided based on configured Warranty Policies that provide the rules that the Warranty follows. Warranty Policies establish the Physical Goods covered by the Warranty, the period following their purchase for which the Warranty is valid, and the cases in which the Warranty offers a free replacement. Warranties are then automatically applied by the System on the Physical Good during the sale. As there can be multiple Warranty Policies in effect applicable to a Physical Good, the latest Warranty Policy set up in the System is the one applied.

Note
Warranties are only offered for Physical Goods that are either directly or indirectly sold. i.e. Rented Installed Items do not have any Warranty.

Warranty Policies Glossary

Term	Description
Warranty Policy	Simply this is the definition of the policy on how a set of traceable goods are covered by

warranty

Coverage
Warranty.

The term that indicates whether

Whether a traceable item is under

warranty

Warranty,

or

in other words, covered by a specific

warranty policy

Warranty Policy.
Physical Good under Warranty	Indicates that the

physical good has a valid Warranty Policy with remaining coverage period

Physical Good is still under Warranty.
Physical Good out of Warranty	Indicates that the

physical good

Physical Good does not have a

warranty policy or if a warranty policy exists, then

Coverage Reason
Warranty or that its coverage period has expired.

Indicates the reason a physical good which is under warranty is required to be changed. According to the reason the system decides if the

The reason for the replacement request of a Physical Good under Warranty, which the System uses to determine whether or not the replacement will be free of charge

or not

Replacement Coverage Policy
.

On changing a physical good which is under warranty, the Replacement Under Coverage Policy will determine whether the warranty policy

Determines whether or not the Warranty of a replaced Physical Good will be transferred to the new

physical good, or not

one, or whether a new

one

Warranty will be applied. Replacement Coverage Policy is defined per Coverage Reason on a Warranty Policy, therefore it is the Coverage Reason selected that determines what happens with the Warranty of the new item.
Warranty Remaining Duration	The time left before the Warranty runs out after being carried over to a replaced Physical Good.

Warranty Policies Key Processes and Concepts

Processes / Concept	Description
Automatic determination of Warranty coverage

At

The System applies the Warranty Policy automatically at the point of order and sale (through CRM.COM Jobs)

the system will apply the Warranty Policy automatically

. If more than one

policy

Policy can cover the

physical good

Physical Good, then the most recently created

(most recent valid from date) policy

Checking Warranty coverage of
one is applied.

physical goodsWhen a physical good requires replacement then the agent can check whether the physical good

Physical Goods	By raising a Service Request, agents can check whether a Physical Good requiring replacement is still covered by

warranty as well as if its replacement

a Warranty and if there will be

free of charge,

a charge for its replacement (depending on the cause of damage,

via raising a Service Request.

Transferring Warranty coverage between
determined by the Coverage Reason.)

physical goods

Physical Goods

Define

Determines whether a

good that replaces a defective good carries over

replacement Good benefits from the remaining

warranty

Warranty time or

resets for the whole warranty

Billing of replaced
gets a new Warranty.

physical goods

Physical Goods with Warranty coverage

On replacing a physical good under warranty, decision on the billing (bill new physical good or replace for free) is automatically determined, based on the coverage reason that the good needs to be replaced, which is

The decision on whether a new Physical Good replaced under Warranty should be billed or not is undertaken automatically based on the Coverage Reason selected by the agent.

Note:

Moving damaged replaced
Coverage reasons are configurable.

physical goods

Physical Goods to specific warehouses	Sold

physical goods under warranty, that

Physical Goods which are replaced

for

free

,

of charge under Warranty are returned

back

to

one of your company's warehouses. (As opposed to damaged sold physical goods

a company Warehouse, while damaged Physical Goods that are not replaced for free

, which

remain

to

at the customer's location

)

. Physical

goods

Goods are returned to different

warehouses, based on whether

Warehouses depending on who made the initial sale

was done by your

(company or a partner).
Warranty Policy Management Tools	Dashboards and a

report are available to

Report offer an

overall picture of warranties provided by your company

overview of Warranty Policies:

Dashboards
- Service Requests per Coverage Reason per Month Stacked Bar Component:

Provides

- Displays the number of

service requests

- Service Requests that have been raised for damaged

physical goods

- Physical Goods covered by

warranty

- Warranty that require replacement.
- Jobs per Coverage Reason per Month Stacked Bar Component:

Provides

- Displays the number of

jobs

- Jobs that have been created for replacing damaged

physical goods

- Physical Goods covered by

warranty

- Warranty.
Report
- Warranty Policies for Physical Goods: Provides the number of

physical goods

- Physical Goods that have been sold and are under

warranty

- Warranty or

their warranty

- whose Warranty has expired.

In addition for

For each Installed Item with

warranty

Warranty coverage, a Printout is also available

that can be printed

directly from the item's page.

Access & Viewing Controls

Network Characteristics define the level of access for each record. i.e.

Whether

whether it will be available for selection,

for

viewing or editing

etc

.

Entity	Network Characteristic	Description
Warranty Policies	Controlled Selection Entities	A

warranty policy

Warranty Policy can be applied on a

physical good,

Physical Good only if the

user

User adding the

physical good on the Job belongs

Physical Good on the Job belongs to one of the Organisational

units

Units added in the Allowed Organisational Units (AOU) of the

warranty policy

Warranty Policy, or a collaboration exists between

his unit

their Unit and the AOU of the

warranty policy

Warranty Policy, or is a

superuser

Super User.
Warranty Coverage Reasons	Global Viewing Entities	Warranty

coverage reasons

Coverage Reasons have no access restrictions. They can be viewed and selected by all logged in

users

Users.

Warranty Policies Related Modules

Entity	Interaction of Warranty Policies with Entity

How


Installed Items	The Installed Items are the traceable

physical goods

Physical Goods that the

Warranty Policies

Jobs
Warranties are applied to when added or swapped via Jobs.

Warranty Policies

Warranties are applied automatically by the

system on physical goods at order taking (through a Job).On swapping a damaged physical good under warranty that has been sold to the customer,

System on Physical Goods when orders are made through Jobs, based on configured Warranty Policies

Jobs for Swapping Subscription Physical Goods are used to determine the coverage of

the physical good and replace it accordingly

Service Requests
damaged Physical Goods sold to the customer and replaced under Warranty.

Raise

Service

Request

Requests on damaged

physical goods and check whether they are under warranty coverage

Inventory Management
Physical Goods are raised to check Warranty Coverage.

Allows you

Used to specify the warehouses where damaged

physical goods under warranty and replaced for free will be returned

Reports
Physical Goods under Warranty that are replaced free of charge should be returned.

Reports specifically

Reportsspecifically developed for

warranties, such as a report to provide

Warranties, providing the number of

physical goods

Physical Goods that have been sold and are under

warranty

Warranty or

their warranty

Dashboards
whose Warranty has expired.

Dashboards specifically

Dashboardsspecifically developed for

warranties, such as Dashboards to provide

Warranties, providing information on raised Service Requests or Jobs for swapping

physical goods

Physical Goods.

Warranty Policies - Business Examples

The following section provides business examples

to help you understand

on how the CRM.COM Warranty Policies module is used.

Apply Warranty to replace damaged

physical goods for free

Physical Goods free of charge

Panel

name	blue
title	Swap damaged physical goods for free and transfer warranty coverage period

Business Requirement

Company ZX

would like

wants to provide a 24-month Warranty

period

for

24 months to

decoder products

that have been

bought by its customers.

Within this period if

If the decoder is reported as

faulty then

'Faulty' within this period the company:
- Will replace the item
- Will not charge the customer
- Will transfer the Warranty to the new item. i.e. if the decoder is replaced on the 13th month

then

- after purchase, the new decoder

should

- will be within

warranty

- Warranty for another 11 months.

CRM.COM Solution

Configuration

•

Configure Coverage Reasons

Set up the following Coverage Reasons

Faulty

• Warranty Policies

Set up

.
Configure a Warranty Policy

with the following attributes

24 months New Sales Warranty

Name

Description

Name24 MONTH DECODER WARRANTY - CARRY OVERLife cycle stateEffectiveValidityAlways ValidDuration24 months

.
1. Add the configured Coverage Reason as 'Covered'.
2. Select Replacement Under Coverage Policy

1. - Carry Over Remaining Duration

Coverage Reasoning

FAULTY

Physical Goods Covered

Product Type = Decoders

• Job Types

Set up 2 Job Types

New Subscription
Swap Subscription Installed Item

In the New Subscription add the Warranty Policy: 24 months New Sales Warranty
In the Swap Subscription Installed Item you don't need to add anything (as the warranty in this case will be carried over due to Replacement Under Coverage Policy setting on the policy)

1. .
2. Set the definition as 'Effective'.

User Process

• Create a new Subscription - Sell a new Decoder

For

The decoders added on every new Subscription created via New

Subscriptions Jobs, any decoders added on a subscription

Subscription Jobs will automatically get a

warranty

Warranty that

will expire

expires 24 months after their removal from the warehouse

(i.e. on the day of the addition.)
Note that the warranty will be given

The Warranty is applied, only if

its

the decoder is sold (directly or indirectly

sold

).

(

The

warranty

Warranty is not applied

for

to Rented Installed Items

)

.

• Customer with faulty decoder

When a customer calls

in with

to report a fault on

his sold

their bought decoder

then

, the user will:

Raise a Service Request
◘

User will raise

Raise a Service Request for the Subscription.
◘

On selecting

Select the decoder from the Affected Products

the user will select the decoder

and

proceed to

select

Faulty for coverage reason

'Faulty' as the Coverage Reason.
The

system

System will automatically calculate Coverage and update the related field to YES.

Create a Swap Subscription Installed Item Job
◘

User will create

Create a Swap Subscription Installed Item Job.

◘

On adding the

installed

Installed Item on the Job, the

system

System will require a Coverage Reason.
◘

User will now select the Faulty coverage reason
The system

Select 'Faulty' as the Coverage Reason.
The System will automatically calculate Coverage and update the related field to YES.
◘

User will then select

Select the item to replace the faulty decoder.

On completing the

job

Job the

system

System will:

• Transfer the new item to the customer.
• Place the

old

returned item back to the Subscription/

job warehouse

Job Warehouse.
• Transfer the

warranty on

Warranty onto the new item.
• Set the Coverage period of the new item equal to the remaining period

from the previous item

Note

More Information on Specific modules can be found at:

Replace physical good

on the Warranty.

Replace Physical Good and charge for its replacement

Panel

name	blue
title	Swap damaged physical good, charge and apply a new warranty policy

Business Requirement

Company ZX

would like

wants to provide a 24-month Warranty

period

to decoder products

that have been

bought by its customers

for 24 months

. The

warranty

Warranty will cover the

full

replacement of the product

for free in case that

free of charge if it is faulty,

however if the damage is identified as intentional then

but the customer will

need

have to pay for the new item if the damage is identified as intentional. In both cases, the new item should get a

new warranty policy whose warranty period will start from the beginning. (i.e. for another 24 months)

renewed 24 month Warranty Policy.

If the decoder is

swapped

replaced due to intentional damage, then Company ZX process is as follows:
- Replace the damaged item
- Bill the customer
- Provide a new

warranty to

- Warranty for the new item

if available

CRM.COM Solution

Configuration

•

Configure Coverage Reasons

Set up the following Coverage Reasons

Faulty
Intentional Damage

• Warranty Policies

Set up 1 Warranty Policy with the following attributes

24 months New Sales Warranty

Name	Description
Name	24 MONTH DECODER WARRANTY - New Warranty
Life cycle state	Effective
Validity	Always Valid
Duration	24 months
Replacement Under Coverage Policy	No Warranty
Coverage Reasoning	Intentional Damage (Does not include Coverage) Faulty (Includes Coverage)
Physical Goods Covered	Product Type = Decoders

• Job Types

Set up 2 Job Types

New Subscription
Swap Subscription Installed Item

Add the 24 months New Sales Warranty to both Job types

.
Configure a Warranty Policy.
1. Add one configured Coverage Reason as 'Covered' and another as 'Not Covered'.
2. Select Replacement Under Coverage Policy - New Warranty for both reasons.
3. Set the definition as 'Effective'.

User Process

• Create a new Subscription - Sell a new Decoder

For

The decoders added on every new Subscription created via New

Subscriptions Jobs, any decoders added on a subscription

Subscription Jobs, will automatically get a

warranty

Warranty that

will expire

expires 24 months after their removal from the

warehouse (i.e. on the day of the addition.)
Note that the warranty will be given, only if its directly or indirectly sold. (The warranty

Warehouse

The Warranty is applied only if the decoder is sold (directly or indirectly). The Warranty is not applied for Rented Installed Items

)

.

• Customer requires Decoder Swap due to broken decoder

When a customer

requires to swap his

requests a replacement decoder and the agent identifies that the damage has been intentional then:

Raise Service Request
◘

User will raise

Raise a Service Request and relate it to a Subscription.
◘

On selecting

Select the decoder from the Affected Products

the user will select the decoder

and

proceed to

select 'INTENTIONAL DAMAGE

for

' as thecoverage reason.
The

system

System will automatically calculate Coverage and update the related field to NO.

Create Swap Subscription Installed Item Job
◘

User will create

Create a Swap Subscription Installed Item Job.

◘

On adding the

installed

Installed Item on the Job, the

system

System will require a Coverage Reason.
◘

User will now select the INTENTIONAL DAMAGEcoverage reason

Select 'INTENTIONAL DAMAGE' as the Coverage Reason.
The

system

System will automatically calculate Coverage and update the related field to NO
◘

User will then select

Select the item to replace the

old

damaged decoder.

On completing the

job

Job the

system

System will:

• Transfer the new item to the customer.
• Leave the

old

damaged item

on

with the customer.
• Provide a new

warranty to

Warranty for the new

physical good

Physical Good.
•

When

The new Installed item will be billed when the Job is billed

then the new installed item will be billed

Note

More Information on Specific modules can be found at:

.

Panel

name	grey

Related Areas

Filter by label (Content by label)

showLabels	false
spaces	V4Manual
sort	creation
showSpace	false
labels	warranty-policies-basics-r7,warranty-policies-advanced-r7,warranty-policies-admin-r7

Version	Old Version 45	New Version Current
Changes made by	Persia Xenopoulou (Deactivated)	Former user
Saved on	Apr 21, 2016	Jul 17, 2017

Versions Compared

Key

Related Areas

Table of Contents

What are Warranty Policies?

Warranty Policies Glossary

Warranty Policies Key Processes and Concepts

Access & Viewing Controls

Warranty Policies Related Modules

Warranty Policies - Business Examples

Apply Warranty to replace damaged

Physical Goods free of charge

Replace Physical Good and charge for its replacement

Related Areas

Page Comparison

Versions Compared

Key

Related Areas

Table of Contents

What are Warranty Policies?

Warranty Policies Glossary

Warranty Policies Key Processes and Concepts

Access & Viewing Controls

Warranty Policies Related Modules

Warranty Policies - Business Examples

Apply Warranty to replace damaged

Physical Goods free of charge

Replace Physical Good and charge for its replacement

Related Areas