This chapter contains the following topics:
Providing self-service applications to customers facilitates collaboration that results in increased profitability and customer satisfaction. The Customer Self-Service (CSS) portal provides a simplified, configurable front-end to the Service Management system. The portal provides an easy way for customers to view information related to their service contracts, work orders, and equipment. The portal enables you to further increase customer satisfaction, decrease costs, and free up internal resources to work on higher priority activities through providing customers, dealers, and distributors direct access to this information.
The portal entry points are intended to be simple and, therefore, are not intended to provide the same full functionality as the traditional Service Management applications. These entry points are additional front-end forms that access and update the same tables.
The CSS for Service portal entry points are:
Add Equipment
View Equipment
View Work Orders
View Contracts
The Add Equipment form appears when you select Add Equipment (P90CD920).
The Add Equipment portal entry point enables customers to add equipment records from a single form.
If an equipment record does not already exist in the system, a customer can add the equipment for Product Registration purposes. However, if an equipment record already exists, a customer cannot use the portal to update an existing record with the new owner information. Existing equipment records are only available for inquiry.
The View Equipment form appears when you select View Equipment (P90CD920).
The View Equipment portal entry point enables customers to view various pieces of equipment information from a single form. This feature reduces the amount of time customers spend searching for their equipment information.
When customers select this entry point, the system displays all their equipment records. To narrow their search, customers can search by product model and by a status code or range of status codes. They can select a record to see the equipment detail in the lower portion of the form, such as site numbers, inventory item numbers, serial numbers, and installation dates.
Customers can also add equipment from this form. They cannot make revisions to existing equipment records.
The View Service Work Orders form appears when you select View Work Orders (P90CD910).
The View Work Orders portal entry point enables customers to quickly locate a specific work order or group of work orders. Customers can only view their own work orders. They can search on the order number, equipment number, order type, originator, priority, and status. The system only displays work orders that are defined as service work orders (in document type maintenance) as well as the detail information of these work orders. The detail information includes the work order number, description, business unit to be charged, and dates to perform the work. Parts and labor detail do not appear.
The information is for view only. You cannot add work orders from this form.
The View Service Contracts and Entitlements form appears when you select View Contracts (P90CD900).
The View Contracts portal entry point enables customers to view detailed information about their contracts and entitlements, such as terms and expiration dates.
This information is for view only.