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Back to Warranty Policies Main Page

Find out how the system handles Installed Items with warranty on Service Requests
Excerpt
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Status
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titleAvailable from CRM.COM R9.0.0
StatuscolourRedtitleAvailable from CRM.COM R9.0.0

What does this section cover? 

Learn to raise Service Requests to check the Warranty coverage of a Physical Good

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Table of Contents

Table of Contents
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Raising a Service

Requests with an Installed Item with a warranty

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

In case that the item has a warranty then the system will automatically identify the warranty and make it available to the user. 
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.
NoteWhether 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.

Request Related to a Physical Good 

Service Requests can be used to identify whether a damaged Physical Good requiring replacement is under Warranty and can be replaced free of charge.

Note

Warranties cannot be added to items by using Service Requests; only by using Jobs.

 

Validations & Restrictions

ActionAdditional Information
Show Warranties Available
  • Warranty information is only available when:
    • The
service request
    • Service Request's
affected physical good
    • Affected Physical Good is an installed item which
has a
    • in under valid
warranty
    • Warranty, i.e
the
    • ., its Warranty
Policy
    • has not yet expired.

Raising a Service Request for an installed Item and calculating Warranty's Coverage

Follow the steps provided at Creating Service Requests
Calculate Coverage
  • Once the Coverage Reason is selected, the System will automatically set the Covered field to one of the following values:
    • Yes: The Physical Good will be replaced for free.
    • No: The replacement Physical Good will be charged.

Calculating Warranty Coverage via Service Requests

  1. Navigate to service requests, and EDIT  an existing or create a NEW request.
    AFFECTED PRODUCTS

    1. Specify the affected physical goodAffected Physical Good:
      If the installed item's warranty can still cover the installed item Warranty still covers the Installed Item, then the following related information is made available.

      1. Warranty Policy: Displays the item's related warranty namename of the Warranty of the Item.
        Click on the link to view the warranty appliedapplied Warranty.
      2. Warranty expiration date Expiration Date:Displays when the item's warranty expires.  Displays the date on which the Warranty of the Item expires.
    2. Coverage Reason: Select the Coverage Reason from the drop down list.
      COVERAGE REASON SELECTIONImage RemovedCOVERAGE REASON SELECTIONImage Added

      1. Covered: Once the reason Reason is specified the coverage reason Coverage Reason is set. The value can either be 'Yes or No
        COVERAGE REASONImage Removed        ' or 'No'. 

        COVERAGE REASONImage Added

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

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