The customer contacts the service provider with a request for his or her defective product to be repaired.

You can use amount allocation to allocate items to multiple external and internal recipients. These items may be either billable or non-billable because of warranty claims, and they may stem from service orders or service confirmations. You can assign internal and external recipients when you create the service order or service confirmation.

When you create an amount allocation document, the bill-to party and invoice value are copied from the service order or service confirmation. You can still process or edit this data in amount allocation.

Warranty Claim Processing fulfills the needs both of manufacturers, importers or vendors of complex products and their suppliers. In this business environment, the prerequisites for a right to warranty are becoming more extensive and more complex. Warranty restrictions due to the length of service or age of the product, authorization processes and comprehensivecheck mechanisms in the warranty claim make warranty claim processing in many companies a timely and costly procedure. Furthermore, due to a European legal initiative, the warranty or guarantee period for products of specific industry sectors has been extended to at least two years. The number of incoming warranty claims has, understandably, increased in the wake of this decision. Warranty Claim Processing offers you a software solution that can deal with a large number of warranty claims comfortably and, as far as possible, automatically. Only those claims that produce negative results in the automatic checks are included in manual processing. You also have a maximum amount of flexibility as regards the warranty conditions that you can define.

You use this business process in order to create customer invoices. You can either create the billing document with reference to the delivery, or to the sales order. It is also possible to create billing documents with reference to contracts. You make the necessary setting in Customizing. The following describes delivery-related billing.

You use resource planning to create assignments for the items of a service order that are relevant for resource planning. You do this by using the resource planning tool to allocate service tasks to available employees. Service employees can either accept, or reject the assignments.

If you work with mobile terminals (laptops or handhelds), your employees can download their assignments onto these devices.