Defining Services

Enter a service description of up to 80 alphanumeric characters.

Select a status:

Active: Select to make the service available in the system during the time period that is specified by the start and end dates.

Inactive: Select to make the service unavailable in the system, regardless of the offer start and end dates. An inactive service does not appear on system prompts for service orders or agreements.

Select a category of service. Service types are established on the Service Types page. Click the Transfer to Service Type button to access the Service Types page.

Enter the estimated number of hours that is required to perform the service. When you save the service, the system issues an error if this value is less than the sum of the estimated times that are defined for the associated activities.

Enter the first and last dates that the service can be offered on agreements and on-demand service orders.

Select a service that is scheduled to replace this service when this service is no longer offered. When a replacement service is specified, the system sets the status of the original service to Inactive, which prevents the service from being selected on agreements and service orders.

Enter the number of technicians that is required to complete the service. The value can also be defined at the service activity level for service activities on the Activity Code page.

When you define this value at the service level, the system populates the associated service activities with the same value as the default if the number of technicians is not yet defined for those service activities.

When you create a service order for a service with activities, the system populates the corresponding service order line with the number of technicians that is defined for each service activity.

Select to indicate that service orders that specify this service require approval by a designated person in your company. If approval is required at this level, no service order line can be approved until the service order is approved at the header level.

Indicates that preventive maintenance is available for the service. The system automatically selects this check box and makes it unavailable if the service type that is selected for this service is designated as the preventive maintenance type.

Select a field service business unit under which service orders that are created for preventive maintenance are categorized.

Enter the number (lead time) of days, weeks, months, or years (lead time interval) in advance when a preventive maintenance service order must be generated before the service actually occurs.

Click to access the Service - Frequency of Service page, where you can define the frequency that is offered for this service. The system uses this information to schedule service orders for preventive maintenance.

Select to offer the service to customers on agreements. If this check box is cleared, the service does not appear on system prompts for agreements. You can also select this check box on the service order. If Agreement is selected, the system checks to ensure that the service that you select on the service order has this option selected.

Select to offer the service to customers on demand. For a service order that is not covered by a warranty or an agreement, the system validates that the service is available on demand when the service order is saved.

Select to provide the service under warranty.

When you select a warranty and service on a service order, at save time the system ensures that a warranty has been selected if the check box for the service selected on the service order has also been selected.

Select to provide the service outside standard hours of operation. This field is for informational purposes.

Click to access the Service - Entitlements page, where you can define entitlements for the service. This link is applicable to on-demand services only; the system uses this information to calculate committed start and end dates and times for service orders when both agreement and warranty are not available.

Enter the default provider group that you want to perform the service. Click the Transfer to Provider Group button to access the Provider Groups page.

Enter the default group member (of the defined provider group) for performing this service at the customer's site. Click the Transfer to Group Member button to access the Provider Group Member page.

Select the ID of the item that is used to perform the service. Before you can add an item to the service, you must first establish the item in the system tables by using the Item Master enterprise integration point (EIP) or the Item Definition component, and the item must be in active status. Click the Transfer to Item Definition button to access the Item Definition component.

Enter the required amount of the item that the technician needs to perform the service. The system uses this value to populate the quantity that is required on the Order Materials component.

Displays the standard unit of measure for the item quantity.

Select the description of the competency that is required to perform the service. Define competencies by accessing select Set Up CRM, then select Common Definitions, then select Competencies, then select Competencies, then select Competencies.

Select the minimum level of competency that the assigned technician must have to perform the service. The available options depend on the competency rating model that is defined for the selected competency. When searching for technicians to assign to service orders, the system calculates higher fit scores for those technicians who meet the minimum level of competency that is defined for the service.

Enter the relative importance of this competency. Each activity competency can have a value from N/A (not applicable) to 5, where 5 represents the highest level of importance. A weight of N/A indicates that the competency is not applicable in the assignment search.

Select to perform the service for all regions.

Select if the service is limited to specific regions. You must enter region information in the Service Region Information grid if you chose this option.

Select a region. Regions are established on the Region page. You can select active regions only.

Select if the service is saleable in the region. When you select the service on an agreement, the system validates that the customer contact or customer sites listed on the agreement correspond to a saleable region.

Select to provide the service in the region. When you select the service on a service order, the system validates that the customer or customer site corresponds to a deployable region.

Select to perform the service for all products

Select if the service is limited to specific products. You must enter product information in the Service Product Information grid if you select this option.

Select the product to which the service applies. When you add a product to an agreement line or service order, the system validates that the product was defined for the service. Before you can add a product to the service, the product must first be established in the system tables by using the Product EIP or the Product Definition component. The product must have an active status, and the corresponding item must be defined as serviceable. Click the Transfer to Product button to access the Product Definition component.

Displays the item ID that is associated with the product.

Click to access the Service Product - Frequency of Service page, where you can view and modify the service frequency that is defined for the product.

Select an activity. Activity codes are defined on the Activity Code page. When you select an activity code, the system populates the service activity with the information that is defined for the activity code.

Enter a number to specify the order in which activities are performed for this service. If this is the second activity performed, for example, enter 2.

Displays the type of activity. Activity type codes are defined on the Activity Types page and are associated with activities on the Activity Code page.

Displays the number of technicians that is required to complete the service activity. The value is populated from the Activity Code page or, if it is not available on the Activity Code page, from the Service page.

Enter the number of hours that is required to perform the activity. The default value is defined on the Activity Code page.

Select to indicate that when the activity is specified for a service order line, the service order activity must be manually approved before time, expense, and material management transactions can be entered on the service order line. The default value is defined on the Activity Code page.

If approval processing is not defined for the service, you can change the approval setting on the service order activity to require approval processing. However, if approval processing is required for the overall service, it is also required on the service order line. You cannot change the approval setting on the service order line when the service specifies approval processing.

Enter a default provider group for service order activities that request this activity.

Enter a default provider group member for service order activities that request this activity.

Select the ID of the item that is used to perform the service activity. The item must be established in the system by using the Item Master EIP or the Item Definition component, and the item must have an active status.

Enter the amount of the item that the technician needs to perform the service activity. The system uses this value to populate the quantity that is required on the Order Materials page.

Displays the standard unit of measure for the item quantity.

Enter the description of the competency that is required to perform the service activity. Define competencies by accessing select Set Up CRM, then select Common Definitions, then select Competencies, then select Competencies, then select Competencies.

Enter the minimum level of competency that the assigned technician must have to perform the service. The available options depend on the competency rating model that is defined for the selected competency. When searching for technicians to assign to service order activities, the system calculates higher fit scores for those technicians who meet or exceed the minimum level of competency that is defined for the activity.

Enter the relative importance of this competency. Each activity competency can have a value from N/A to 5, where 5 represents the highest level of importance. A weight of N/A indicates that the competency is not applicable in the assignment search.

Enter a branch script that you want to associate with the service. The system displays the script type after you make the selection.

When you add a branch script to a service, the system populates service orders that are created for that service with the script.