Understand Service Activities
Service agents select a service activity when they create a service request part requirement for customer replaceable parts. Service Activities:
-
Filter the item list of values. Only items with billing types associated with the selected service activity code are displayed in the list of values.
-
Decide the transaction category, whether the resulting sales order line will be a shipment order line or a return order line.
-
Decide the order line type for the part requirement that will drive the correct orchestration process to be launched after the sales order is created. Order line types that drive the order orchestration and accounting processes are set up in Order Management.
-
Specify if and how to create the underlying charge line, and if the corresponding charge lines should be submitted to Order Management.
Service activity codes are also selected during field service debrief where they're used to calculate charges for both field service and parts only service billing. Service activities filter the list of items when creating part, labor, and expense debrief transactions through the billing types associated with the service activity. You'll also select the service activity to filter fixed charge items.
You must set up at least one service activity code for shipping parts to customers and one service activity code for returning defective or excess parts. You must also set up service activity codes for parts exchange, field service, and depot repair.
You'll then associate at least one billing type to each service activity code. For information on how the billing type and service activity code association controls the service items that can be selected when creating a part requirement, see: Billing Types: Overview.