The topics in this section provide information about setting up and maintaining customer service.

Customer service setup and maintenance forms

The following table lists the forms that support setting up and maintaining customer service. The table entries are organized by task and then alphabetically by form name.

Note
Some forms in the following table require information or parameter settings to navigate to them.

For more information about setup and maintenance tasks, see the System and Application Setup Guide.

Task	Form name	Usage
Working with service agreements	Service agreement groups	Create service agreement groups.
	Service intervals	Set up intervals for service agreement lines to determine the intervals between service orders.
	Service parameters	Set up and maintain service parameters.
	Service template groups	Create and maintain service template groups.
	Time window	Set up time windows for service agreements.

Creating service tasks and service objects	Create template BOM	Create a template bill of material (BOM).
	Service object groups	Maintain service object groups.
	Service object relations	Create service object relations by attaching service objects to a service agreement or service order.
	Service objects	Maintain service objects.
	Service task relations	Create service task relations by attaching service tasks to a service agreement or service order.
	Service tasks	Maintain service tasks.
	Template BOMs	Maintain template BOMs.

Defining service order stages and reason codes	Service stages	Create and maintain service stages.
	Stage reason codes	Create and maintain reason codes that explain changes to a service stage.

Preparing contracts, cost categories, sales prices, and performance metrics	Sales price - Subscription	Set up and maintain sales prices for subscription fees.
	Service level agreements	Create service level agreements.

Working with repair management	Conditions	Create conditions to be used in repair lines.
	Diagnosis areas	Create diagnosis areas to be used in repair lines.
	Diagnosis codes	Create diagnosis codes to be used in repair lines.
	Repair lines	Create repair lines for service objects on service orders.
	Repair stages	Create the repair stages of a repair cycle.
	Resolutions	Create resolution codes to describe how repair line problems were resolved.
	Symptom areas	Create symptom area codes to be used in repair lines.
	Symptom codes	Create symptom codes to be used in repair lines.

Setting up customer returns	Disposition codes	Create disposition codes.
	Return reason code groups	Create return reason code groups.
	Return reason codes	Create return reason codes.

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