This chapter covers the following topics:
Based on the Service Activity Codes (SAC) setups, cost records are created when actual charge lines are created in the Service Request form. Whenever charge information is updated or deleted, the respective cost record is updated or deleted.
Costs can be captured in Customer Support, Field Service, and Depot Repair in the following scenarios.
Customer Support
For the Customer Support or Service Logistics scenarios, charges can be created manually in the Charges tab of the Service Request form. Customer Support Agent can enter the following charges:
Create orders for shipments when shipping replacement equipment to the customer
Create return orders (RMA): An RMA charge line may or may not actually generate an invoice for the customer. For example, if the product is under warranty, and the customer wants to exchange it, then no charge must be generated. If a customer chooses a more expensive replacement, then a charge for the difference must be created.
Bill customers for any services provided to them.
Field Service
In addition to the Customer Support scenarios, charges can be created from task debrief lines. Field service technicians use the Debrief UI to report on material, labor time, and expenses for individual task assignments.
Note: Cost records are created for the debrief lines when the task assignment status is changed to Completed and Create Cost is Yes.
Depot Repair
Copying from Estimates
Importing from WIP summary
Creating charges from Task Debrief (Task Repair mode)
Creating charges lines manually in the Repair Order UI.
Note: In the Task Repair mode, the Field Service API is used to process debrief lines and create charges lines from those task debrief lines. Cost records are created when the task assignment status of the Debrief is changed to Completed and Create Cost is Yes.
To generate this report from the Service Request form:
Under the Customer Support responsibility, navigate to Create Service Request and open the Service Request form.
Select Profit Margin Report from the Tools2 menu.
Select Profit Margin Report from the Template list of values and click Run.
To generate this report from the Update Service Request page (HTML):
Under the Customer Support Specialist responsibility, navigate to Queued Work Selection and open the Agent Dashboard.
Search for a service request using Quick Find.
Select Profit Margin Report from the Actions LOV and click Go.