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Raising Service Requests for Physical Goods under Warranty

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AVAILABLE FROM CRM.COM R9.0.0

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Raising a Service Request Related to a Physical 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 will have to pay.

Note that you cannot add warranties to items using Service Requests; this can only be done via Jobs

Validations & Restrictions

ActionAdditional Information
Show Warranties 
  • Warranty information is only available when:
    • The service request's affected physical good is an installed item which has a valid warranty, i.e the Warranty Policy has not yet expired.
Calculate Coverage
  • Once you select the Coverage Reason the system will automatically set the Covered field to one of the 2 following values:
    • Yes: This means that the physical good will be replaced for free
    • No: This means that the physical good will be charged upon replacement.

Calculating Warranty Coverage via Service Requests

  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
      COVERAGE REASON SELECTION

      1. Covered: Once the reason is specified the coverage reason is set. The value can either be Yes or No 

        COVERAGE REASON

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

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