Finding and Maintaining Customer Products
Oracle Service offers you powerful search criteria for finding all customer products for a particular customer, or a specific customer product serial number. You can apply various combinations of customer product attributes in your search, such as location, status, contact, and order number.
The Find Customer Products window appears.
2. Enter or select information from one of the available fields to find the record to view or modify.
To reduce the number of records that are displayed, you can narrow your search by entering data specific to your customer. For example, choose an Install Location, choose a Product, then choose Active yes or no.
- Current or Future - Either Current or Future.
- Future - A service program exists for the customer product, but has not started yet.
- No -No support services exists for customer product.
- Yes - Customer product is currently under a service program or warranty.
- The Active field enables you to search for currently active or inactive customer products.
- Type is the customer product type.
4. Choose the record to maintain then choose Open.
You can add or change the customer product attributes to meet the changing requirements of your customers. For example, you can change the status to reflect cancellations, no service, renewed service, transferred products, or termination. Optionally, you can modify Status, System, Effective Dates, Product Agreement, Revision, Type, or Service Agreement. By entering a system name in this region, you can link customer products to the system.
2. Select the record to view or modify, then choose Open.
The Customer Products window appears.
3. Navigate to the Product Attributes alternative region.
- Revision - You can select from a list of revisions that the customer product has gone through and make any one of the revisions the current revision.
- Status - You can change the status of a customer product to any of the predefined or user-defined status. In particular, if you choose a status which has its cancelled flag attribute or terminated flag set to Yes, the customer product's effective end date is set to the system date. Once a customer product is set to a status with a cancelled flag attribute of Yes and the work is saved, the status cannot be updated.
- Effective End Date - When you choose an effective end date for a customer product, you will be prompted with a list of statuses to choose from which have their terminated flag attributes set to Yes.
You can add or change the product install/billing information as customers relocate or change their contacts to meet their business needs. You can modify Installed At, Customer, Address, Install Date, Bill To, Customer, Address, Contact, or Email. Note that the customer, address, and location must exist in the customer master before a change can take place.
2. Select the record to view or modify, then choose Open.
The Customer Products window appears.
3. Navigate to the Install/Billing alternative region.
Note: If you choose an installation site, the customer and the address information is filled in automatically. If you choose to enter the customer name, you can manually enter the installation site and address. An installation site includes one customer and address, while a customer may have many installation sites and addresses.
- Installation Date - If you choose to enter an install date for the customer product, you will have the choice of cascading/setting the start date of the warranty associated with the customer product within the dialog box that pops up.
4. Enter your changes. If you choose Yes, all the warranties for the customer product will be modified:
- start date = new installation date
- end date = start date + duration
If you choose No, warranty dates are not updated.
You can add or change the product shipping information. For example, Company A has two terminals that are part of system 775. You can give each terminal, or serviced customer product, a different shipping location for correct delivery. You can modify Ship to, Customer, Address, Contact, and Email.
2. Select the record to view or modify, then choose Open.
The Customer Products window appears.
3. Navigate to the Shipping alternative region.
Note: If you choose a shipping site, the customer and address information is filled in automatically. If you choose to enter the customer name, you can manually fill in the Ship To name and address. A ship-to location has one customer and address, while a customer may have many ship-to sites and addresses.
You can modify Technical and Administrative Service Contacts, Email, or Copy License Ref.
2. Select the record to view or modify, then choose Open.
The Customer Products window appears.
3. Navigate to the More alternative region.