We also perform installations of products with new company and manufacturer warranty specs.
I had read up a little on Cases with Child Cases and entitlement processes but most items revolve around tech support issues.
We are typically on a 24-48 hours cycle (ideally) for our tech dispatch, diagnosis and repair. In many cases we will have a 2 -3 trip resolution which we would like to begin to mitigate down to a single trip resolution.
Just looking for some pointers and if anyone other than ServiceMax has implemented these scenarios in a way that is not highly sophisticated and complex.
Hi Justin,
Your use case can fit well with Cases + Service Contracts + Entitlements, without necessarily requiring a very complex implementation.
I would consider using the Case as the customer/service issue and the Service Contract/Entitlement to determine what coverage and response expectations apply. Your custom Work Order can then handle the field-service-specific details such as dispatch, technician, diagnosis, parts, and trip/debrief information.
For the warranty scenario, you could create separate entitlement rules for manufacturer warranty vs. customer service contracts, and have the Case determine which entitlement applies. You can then track metrics such as response time, number of trips, and resolution time to identify where repeat visits are occurring.
I would start with the standard Case/Entitlement functionality and keep the Work Order integration as simple as possible, adding automation only where it removes manual steps.
