After Sales Service

When a product is sold, along with the product, the after sales services such as warranty and preventive maintenance plans are also sold. These after sales services are sold separately and are not delivered along with the product. However, you can now sell and deliver the product along with after sales services. To do so, at the time of selling the product, you can:

  • Add warranty (with a warranty template).
  • Generate a service contract.
  • Print the after sales service on the sales order acknowledgement and quotation.
Data setup

The following data must be set up:

  • In the General Service Parameters (tsmdm0100m000) session
    To use the installation group in Service, the Use Installation Groups check box must be selected.
  • In the Configuration Management Parameters (tscfg0100m000) session
    The following parameters must be set in the After Sales Service group box on Installation Group tab:
    • Link to Installation Group: If this check box is selected, the After Sales Service lines are linked to an installation group, when the lines are processed, based on the specified after sales service requirements.
    • Installation Grouping Criteria: The criteria based on which the After Sales Service lines are added to an installation group when the lines are processed.

    • Matching Installation Group: If the Generate First Free Numbers check box is cleared, based on the Installation Grouping Criteria, one or more installation groups are created with the same code as the attribute that is used to group the after sales service lines.

    • Create Physical Breakdown: If this check box is selected, a physical breakdown structure is created when the After Sales Service serialized item line is processed.
    • Physical Breakdown Source: The source to create a physical breakdown structure when the After Sales Service serialized item line is processed.
  • In the Contract Management Parameters (tsctm0100m000) session
    The following parameters must be set in the After Sales Service group box on the Contracts tab:
    • Create Service Contract: If this check box is selected, a service contract is generated when the After Sales Service lines are processed.
    • Series for Service Contract: The default series used to generate a service contract when the After Sales Service lines are processed.
    • Default Contract Template: The default contract template used when generating a service contract from the after sales service integration.
After Sales Service (tstdm5100m000)

In this session, you can view the products that are sold and for which the after sales service actions must be executed. If the Process to Service check box is selected, the after Sales Service lines and the related actions are processed in Service.

After Sales Service Lines (tstdm5101m000)

In this session, for each delivered/sold item, a line is created with the status set to To be Delivered. The status of the line is updated when the line is processed. The various status are:

Line StatusThe condition to set the status
To be DeliveredThe After Sales Service line is created. This is the initial value of the line.
DeliveredThe item specified on the line is delivered and the actual quantity is not zero.
ProcessedThe item specified on the line is delivered, the Process to Service check box is selected for the line, and the processing is successful.
Not ApplicableThe item specified on the line is delivered and the actual quantity is zero.

 

For each After Sales Service line, you can define these actions:

  • Process to Service
  • Link to Installation Group
  • Contract Line Configuration
  • Create Physical Breakdown
  • Create Service Contract
After Sales Service (tstdm5600m000)

Use this session to view the details of the object for which the After Sales Service actions must be executed. This session displays the After Sales Service header and the After Sales Service lines.

You can use the After Sales Service (tstdm5600m000) session to view the delivery information of the items linked to these objects:

  • Sales Order
  • Sales Quotation
  • Contract Deliverable

For each item that is linked to an object, Infor LN creates an After Sales Service line. On each line, you can define the actions to be performed after the actual delivery of the item. You can use the Process After Sales Service Lines (tstdm2250m000) session to execute these actions defined for the After Sales Service lines:

  • Process to Service
  • Link Installation Group
  • Create Serialized Item
  • Create Physical Breakdown
  • Create Contract

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