Customer Call 360 (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:
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Related To:
Starts the Graphical Browser Framework that displays the orders which originate from the current order. -
Related From:
Starts the Graphical Browser Framework that displays the orders that originate from the specific order.
Graphical Browser Framework allows you to view Multi level relations of the orders. You can view the details using the following options:
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View Details:
Use this option to view the details of the related order. -
Reverse Tree:
Use this option to start the Graphical Browser Framework in reverse mode starting from the order you select. For example, if you open Graphical Browser Framework in Related To mode, you can use the reverse option to view the orders in the Related From mode.
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 360 (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:
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Installation Groups
When a call is registered, it is registered for a particular Installation group. Details of the Installation group can be provided in the Installation Groups (tsbsc1100m000) session. -
FCO Lines
To view details if the call is with regard to Field Change order, you can view the FCO lines from the Field Change Order Lines (tssoc5110m000) session. -
Serialized Items
If the item for which the call is registered is serialized then you can view the details of the serialized item in the Serialized Items (tscfg2100m000) session. -
Planned Activities
A list of planned activities can be generated for an Installation group, or a range of Installation groups and can be viewed in the Planned Activities (tsspc2100m000) session. -
Service Orders
If the call cannot be solved by the call taker , then the call is transferred to a Service Order and can be viewed in Service Orders (tssoc2100m000) the session. -
Sales Order
The call can originate after sales also. In such a case, the sales order details are listed. This is possible only when Service is integrated with Sales. -
Maintenance Sales Order
The details of the call with regards to the Maintenance Sales Order is displayed in the Maintenance Sales Orders (tsmsc1100m000) session. -
Work Orders
The details of the call with regards to the Work Order is displayed in the Work Orders (tswcs2100m000) session. -
Contract Quotes
Most Often a call is linked to either a contract or quote. To view the contract quote linked to the sold-to business partner of the call, you can click Contract Quotes (tsctm2100m000) session. -
Service Order Quote
When the call culminates into the a service order quote, the details of the call with regards to the service order quote can be viewed in the Service Order Quotes (tssoc1100m000) session. -
Service Contracts
The service contracts that are linked to this call can be seen in the Service Contracts (tsctm3100m000) session. -
Call List
Several calls can be seen at a glance in the Call Overview (tsclm1509m000)
- To create pro forma invoice for the call, you can use the Pro Forma Invoices option from the Print option on the Action menu. The Process Service Order Pro Forma Invoices (tssoc2291m000) session is displayed to process the pro forma invoices for the calls.
- To view the Pro Forma Invoicing Workbench (cisli3640m000), you can use the Pro Forma Invoices from the Reference menu.
Field Information
- Invoice-to Business Partner
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- Credit Rating
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The credit-rating that you use for the business partner.
- Payment Terms
- Late Payment Surcharge
- Invoicing Method
- Date of Last Credit Review
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...
- Balance Receivable
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...
- Composed Invoice Balance
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...
- Available Credit
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The business partner's available credit.
- Credit Limit
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The business partner's credit limit.
- Order Balance
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...
- Response Time
- Time Zone
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The time zones.
- Language
- Priority
- Contact
- Call
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The code that identifies the call. This code is used for internal reference, and for immediate contact purposes.
- Status
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The status of the call.
- Service Order Quote
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The service order quote number which is linked to the call. To create a service order quote, click Create Quote in the Call (tsclm1100m000) session.
- Reported Time
- Actual Time Left
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The time left to solve the call.
Note: To update this field, on the appropriate menu, choose . - Sold-to BP
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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
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The installation group that the item for which the call is raised belongs to.
- Item
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The code of the item to which the call relates.
- Serial Number
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The serial number of the item to which the call relates.
- Waiting
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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.
- Turnaround Time Document
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The code of the Turnaround Time Document linked to the call.
Note:- This field is displayed only if:
- The Turnaround Time check box is selected in the Implemented Software Components (tccom0100s000) session.
- The Service (TS) check box is selected in the Turnaround Time Parameters (tcttm0100m000) session.
- A Turnaround Time Document is created for the Call only if an applicable term is available in the Turnaround Time Terms (tcttm0110m000) session.
- This field is displayed only if:
- Description
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The description or name of the code.
- Activities
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Indicates if activities are linked to the selected call. You can view the activities linked to the selected call in the Call - Activities (tsclm1600m200) session.
- Blocked
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If this check box is selected, the call has been blocked for reasons specified in the Call Parameters (tsclm0100m000) session.
- Emergency Call
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If this check box is selected, the call is considered an emergency.
- Coverage Time
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The coverage time of the call to which a pricing contract, a coverage contract, or a warranty is applicable.
- Pricing Contract
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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.