Customer Call Dashboard (tsclm1509m100)Use this session to view, maintain, and create call-related data. Use the following options to view the related orders within the service package and the related orders originating from the packages such as Purchase, Manufacturing and Warehouse:
Graphical Browser Framework allows you to view Multi level relations of the orders. You can view the details using the following options:
In a Service organization, while calls are handled by a support analyst, (or a dispatcher dealing with a customer in scheduling service orders) relevant information is presented on the call screen, such as warranty details, any specific service contract number and certain other relevant details such as an applicable Response time, priority. There is also a visibility into the linked orders (such as service orders or maintenance sales orders). There is also a link available to view the configuration trees related to the business partners. This information is available on different tabs/forms. But in any case still some details are missed. Details about the customer credit ratings, information about preventive maintenance plans, information about linked field change order lines if any, and also more details about the related service contracts, are not available in the current call screens. Efforts can be made to incorporate these details into the existing call screen, but the resulting screens would be complicated and cumbersome. Moreover if these additional details are available and accessible from the Call screen, the other roles, like Service order dispatcher, unless provided access to call screens, would miss this out. A feature like Dashboard is intended to overcome most of these drawbacks and still present a generic access session, which is easily usable. In its proposed form it would be primarily a Call list screen, with the service calls as objects, which can be used by any other role. How to use the Customer Call Dashboard (tsclm1509m100)
session If you select a call in the call list in the Customer Call Dashboard (tsclm1509m100) session, information about the item is displayed. The checkboxes under Addition Information indicate which data is available for a call. If you click the button, the session is started in which you can view, maintain or create the call data. You can click on the following buttons:
Invoice-to BP The business partner to which you send invoices. This usually
represents a customer's accounts payable department. The definition includes
the default currency and exchange rate, invoicing method and frequency,
information about the customer's credit limit, the terms and method of payment,
and the related pay-by business partner. Credit Rating The credit-rating that you use for the business partner. Payment Terms Agreements about the way in which invoices are paid. The payment terms include:
The payment terms allow you to calculate:
Late Payment Surcharge The percentage that is charged over the goods amount or over
rendered services that the recipient of the invoice must pay if the invoice is
not paid within a specified period. Invoicing Method This method is only used for contract projects to invoice to Financials. Capital projects have no invoicing. Sales order projects use Invoicing for invoicing. Date of Last Credit Review ... Balance Receivable ... Billing Request ... Available Credit The business partner's available credit. Credit Limit The business partner's credit limit. Order Balance ... Response Time A response time defines, from the time a call is registered,
the period of time within which: The service provider must react to the call; A
solution to the call's problem must be started; A solution to the call's
problem must be finished. Time Zone The time zones. Language The code for the language in which the description is written. Priority The business partner priority divided by 100. Contact The employee or department of the business partner that is used
as the contact to your own company or department in case of problems or
questions. Call The code that identifies the call. This code is used for
internal reference, and for immediate contact purposes. Status The status of the call. Service Order Quotation The service order quotation number which is linked to the call.
To create a service order quotation, click Create Quotation in the Call (tsclm1100m000) session. Reported Time The date and time when a call was received and registered. Actual Time Left The time left to solve the call. Note To update this field, on the appropriate menu, choose Update Actual Time Left. Sold-to BP The sold-to business partner that made the call. Note If this field is filled in, the call is for an external customer. Otherwise, the call is handled for an internal customer. Installation Group The installation group that the item for which the call is raised belongs to. Item The code of the item to which the call relates. Serial Number The serial number of the item to
which the call relates. Waiting If this check box is selected, the call has been put on
hold by the user, who can be the call-taker, support engineer, or service
engineer, to allow more time to solve the call. Blocked If this check box is selected, the call has been
blocked for reasons specified in the Call Parameters (tsclm0100m000) session. Emergency Call If this check box is selected, the call is considered
an emergency. Coverage Time The coverage time of the call to which a pricing contract, a
coverage contract, or a warranty is applicable. Pricing Contract The pricing contract linked to the call. Note This field is applicable only if the Use Prices in Service Contracts check box is selected in the Contract Management Parameters (tsctm0100m000) sessions.
Update Actual Time Left Use this command to Update the actual time left to complete the
execution of a call. Blocking Reason Starts the Blocking Reasons (tsmdm1101m000) session. Go To Use this command to view the Parent or Follow-up
call. Create Follow-up Call Use this command to create a Follow up call. Accept Calls Use this command to accept a call. This command starts the Accept Calls (tsclm1230m000) session. Delete Accepted Calls Use this command to delete a call. This commands starts the Delete Accepted Calls (tsclm1240m000) session. Escalated Calls Use this command to view the escalated calls. Deferred Emergency Calls Use this command to view the deferred emergency
calls. Invoice Details Use this command to view the invoice details pertaining to the
call. This command starts the Call Invoicing (tsclm1105s000) session. Transaction Log Use this command to view the transaction log of the call. This
command starts the Call Transaction Log (tsclm8580m000) session. History Calls Use this command to view Call History. This command starts the Calls - History (tsclm8520m000) session. Dash Board Documents Use this command to view documents related to:
Sold-to Business Partner Starts the Sold-to Business Partner (tccom4110s000) ession. Invoice-to Business Partner Starts the Invoice-to Business Partner (tccom4112s000) session.
| |||