Wiki Detay | wiki workcube

Technical service applications are the digital recording of malfunction, maintenance, repair, installation or technical support requests submitted by customers (or in-house units) for the devices, hardware or software products they have purchased.

What are Workcube Service Applications?

Service Applications is the Workcube CRM sub-module that records all kinds of maintenance, repair, installation, malfunction or technical support requests from customers of businesses in a central structure. In the Workcube ecosystem, this business object plays a critical role in measuring customer satisfaction and improving after-sales service quality.

The Service Applications module is not just an independent request recording screen; Due to Workcube's integrated structure, it works fully integrated with CRM (Customer Relations), SCM (Supply Chain Management - Warehouse and Spare Parts), Contract Management (Subscription), Project Management (PMS) and Finance-Accounting modules. An incoming application is subject to automatic processing according to the SLA parameters in the customer's active contract, spare parts requirements are queried directly from the stock module, and paid services are directly invoiced when the operation is completed.

The Importance of Service Applications for a Business

Contract and SLA (Service Level) Compliance Power: The system provides intervention and service according to the working days and hours in the customer's subscription or service contract. It reduces criminal risks to zero by automatically calculating solution times (SLA).
Warranty and Cost Control: It prevents unfair spare parts and labor consumption by checking whether the defective product is under warranty (with internal and external warranty parameters, physical damage checks).
Resource Planning and Efficiency: Thanks to service work groups, incoming requests are quickly assigned to the most appropriate technical team or business partner.
Traceability and History: It provides on a single screen which malfunctions a product has had in the past (based on Serial Number), which parts have been changed and which technicians have intervened.
Financial Accuracy: With the paid service option, labor and spare parts costs for out-of-warranty situations are immediately billed to the customer. triggers.

Process Flow / Lifecycle in Workcube

The process steps from the creation of the service application to its resolution and closure are planned below:

Stage	Module / Display	Operation / Document	Description
1. Application Entry	CRM > Service Applications	Service Application Entry	Request/fault notification received from the customer via phone, e-mail or portal is recorded in the system. Warranty status is queried by entering the serial number.
2. SLA Calculation	CRM > Service	Contract Control & SLA Assignment	The system automatically determines maximum intervention and resolution times by analyzing subscriber service definitions (weekdays, cmt, Sunday working hours). calculates.
3. Assignment & Planning	CRM > Agenda & Business Groups	Technician Assignment / Work Calendar	Application can be submitted as a task to the relevant Business Group or directly to the authorized technician, according to the field of expertise. is appointed.
4. Intervention & Consumption	SCM > Service Form & Warehouse	Technical Service Form / Consumable Receipt	The technician goes to the address or examines the device in the workshop. The operations performed and the spare parts used are deducted from the stock and recorded on the service form.
5. Closing & Invoice	CRM > Finance	Service Closing / Sales Invoice	Once the transaction is completed, the application is closed. If it is a paid service, the spare parts and labor used are invoiced to the customer.

What Should Be Considered When Managing Service Application Procedures?

A. SLA and Working Hours Calculation Dynamics

When creating a service application, the most critical operational mechanism in the background is subscriber-dependent SLA calculations. Working days (weekdays, weekdays + Saturdays or all day) and working hours defined in the customer's contract must be entered into the system correctly. Otherwise, resolution times may be calculated incorrectly by taking into account public holidays or non-working hours and the business may face contractual penalties.

B. Serial Number Tracking and Warranty Management

Especially in the technology, white goods and machinery sectors, warranty tracking is carried out directly through the serial number. It is critical that the serial number entered at the time of application matches the product records in the system to prevent unfair warranty claims.

C. Recording Physical Damage and Accessory Detections

During device acceptance, the physical condition must be determined (broken, scratched, liquid contact) and the accessories received with the device (charger, case, cable, etc.) must be entered into the system completely. Incomplete entry of this information into the system may invite legal disputes with the customer after the repair. Physical Damage/Accessory can be entered from the parameters or manually.

D. Paid/Free Service Decision and Financial Integration

For damages caused by user error or products with expired warranty, the Paid Service option must be selected. This selection allows automatic information to be sent to the billing department in the background and may trigger the obligation to issue an invoice before the relevant service form is closed.

Service Applications Functions and Screen Architecture

Service application screens have a rich field architecture so that the operation can be started without errors. The following table describes the most critical areas of the screen and their background functions:

Screen Area / Parameter	Function and Importance in the System
Subscriber No	It binds the active service/subscription agreement made with the customer. Triggers SLA periods according to the work schedule in the contract.
Customer	Identifies the current account to be serviced. It automatically retrieves the region, risk limit and contact information on the current card.
Paid Service	Determines that the service is out of warranty and the customer will be invoiced. It is the basic key to financial integration.
Process	It manages workflow management. It shows the stage of the application and sends a warning to the relevant people during the stage transitions.
Physical Damage	Records the physical damage status of the product. It serves as legal evidence in warranty exclusion decisions.
Serial Number	Verifies the serial number of the device under warranty. You can filter past service records through this number.
Category Fields	Category fields come from parameters. It can be used with or without breaking, depending on the xml settings.
Officer	Depending on the XML settings, it enables automatic task assignment in line with the criteria entered in the application detail when selecting the officer.
Other Member Service Applications	In this way, it is possible to follow up if the same problem has occurred before.
Product Service Transactions	Transactions can be written down with their amounts and converted into delivery note, internal demand or direct invoice can be issued.
Subscriber Product Plan	Subscriber The product plan defined in detail is displayed with the name, quantity and amounts, thus preventing incorrect price submission.
Follow-ups	Provides correspondence with the Customer by using a ready-made template or by writing the desired text.
Jobs	Existing related jobs can be viewed or a new job record can be opened.

Service Applications Job Functions and Implementation Steps

Bu ekranı %100 kullanmak için aşağıdaki implementasyon adımlarının tanımlanması ve set edilmesi gereklidir.

Activities / settings.form_add_activity Param Wiki

Yapılan işlemlerde harcanan zaman girilir. Aktivite tipi tanımlandığı takdirde zamanın hangi işleme ayrıldığı belirtilebilir.

Add Failure Code / settings.form_add_service_defect_code Param Wiki

Bu parametre yardımı ile servis ekibi hataları filtreden geçirebilir, daha hızlı çözüm sağlayabilir.

Add Service Application Category / settings.form_add_service_app_cat Param Wiki

Servis başvurularında ilgili başvuruyu sınıflandırmak için kullanılır.

Add Service Sub Status / settings.form_add_service_substatus Param Wiki

Yapılan servise ait hangi durumda olduğunu belirtmek için kullanılır.

Add Warranty Category / settings.form_add_guaranty_cat Param

Garanti belgelerinde kullanılmak üzere süreler seçilerek ilgili seçimleri sınıflandırmak için kullanılır.

Additional Info,Add Service Application / settings.form_add_info_plus Param Wiki

Ek bilgiler, ekranlar üzerinde yapılan kayıtlara ait, o kayda ilişkin detay ya da spesifik olarak eklenmesi gereken bilgiler için kullanılan bir fonksiyondur.

Application Sub-Tree Categories / settings.form_add_service_appcat_sub_status Param Wiki

Servis başvurularında kırılım kullanarak sınıflandırmak yapmak için kullanılır. Öncelikle Başvuru alt kategorileri tanımlanmalıdır.

Physical Damage / settings.form_add_service_physical_damage Param Wiki

Servis Başvurularında kullanılmak üzere fiziksel hasar tanımları yapılır.

Product-service transaction type / settings.list_service_spare Param Wiki

Ürün Servis İşlemlerinde işlem tipi alanında servis görevlisinin yaptığı işlerin tanımı için kullanılır

Service Accessories / settings.form_add_service_accessory Param Wiki

Servis başvurusu yapılan ürünün aksesuarında bir problem yaşanıyorsa bu aksesuarın seçimi bu parametre yardımı ile yapılır.

Service Application Sub Category / settings.form_add_service_app_cat_sub Param Wiki

Servis başvurularında kırılım kullanarak sınıflandırmak yapmak için kullanılır. Öncelikle Başvuru kategorileri tanımlanmalıdır.

Service Special Definition / settings.add_service_add_option Param Wiki

Servis Başvurularında kullanılmak üzere ihtiyaca ve işleyişe bağlı olarak kullanılır.

Warranty Period / settings.form_guarantycat_time Param Wiki

Garanti belgelerinde kullanılmak üzere garanti sürelerini standartlaştırmak için kullanılır.

Page Designer,Add Service Application / service.list_service Page Designer Wiki

Satış sonrası ürün ve hizmet ile ilgili bakım, onarım, teknik destek vb. süreçleri kapsar. Hangi müşteriye hangi ürün veya çözümle ilgili ne tarz bir servis hizmetinin verildiğini, hangi servisin ne durumda son bulduğunu vb. durumlar kontrol edilir.

Add Service Application,Page Settings / service.list_service Xml Setup Wiki

Process Design,Add Service Application / process.list_process Process Stage Wiki

İş süreçlerinin tasarım ve akışlarını oluşturur.

Output Templates,Add Service Application / settings.form_add_print_files Output Template Wiki

Kaydedilen belgelerin çıktılarının alınması için kullanılır. Standart şablonlar seçilebilir ya da özel şablonlar eklenebilir, ayrıca şablonlar yetkiye bağlanabilir.

Total 17 Register

XML Settings

XML Settings define page-specific operating rules. It is set in the XML section under Page Settings on each page.

is_print_service Servisler Yazdırılabilsin mi?

Evet = 1 Hayır = 0

Seçim

x_related_company_team İş Ortağı Ekibinde Olduğum Başvurular.

Evet = 1 Hayır = 0

Seçim

x_control_ims Mikro Bölge Koduna Göre Listeleme

Evet = 1 Hayır = 0

Seçim

Total 3 Register

Feedback

Did you find this content helpful?

Please Write Your Feedback!

Name*

Last Name*

Email *

About Workcube Objects

Service Applications

After-sales product and service related maintenance, repair, technical support, etc. covers processes. Which type of service was provided to which customer regarding which product or solution, which service ended in what situation, etc. situations are checked.

Type: WBO Version: Catalyst vteta Licence: Standard Author: Workcube Core

Release Notes

Service Applications Error Code

On the service applications page, the issue where the fault codes in the document were not saved even though multiple selections were made has been resolved.

Hotfix Lean.23 · Lean.23.1 06.11.2023 tasks/143886_fzehradere → master

Total 1 Register

Service Applications

What are Workcube Service Applications?

The Importance of Service Applications for a Business

​Process Flow / Lifecycle in Workcube

What Should Be Considered When Managing Service Application Procedures?

Service Applications Functions and Screen Architecture

Feedback

Please Write Your Feedback!

Process Flow / Lifecycle in Workcube