C4C Service Expert Corner: Registered Product Overview
In SAP Hybris Cloud for Customer, a registered product is an instance of a product that is associated with a customer
and generally* has a serial ID.
*See Registered Product Categories
Some of the features of registered products are as follows:
- Create registered products with customer, location and warranty information
- Create a ticket with reference to a registered product
- Add registered product as covered object in a contract
- Create a hierarchy of registered product items
- Maintain measurement logs and readings for registered product
- Add registered product to a maintenance plan
- Maintain involved parties, user status, sales and distribution data, track changes, and add attachments and notes.
- Create analytics reports
- Generate summary of a registered product
- Replicate Equipments from SAP ERP as Registered Products
Party and Location Determination
Contact, Ship-To Party and Bill-To Party are determined from the Customer (if maintained) when a registered product is created for that customer.
By default, on creation the registered product location is taken from the customer address. It is also possible to default the location from the ship-to-party address. This needs to be enabled in scoping.
Registered Product in Tickets, Contracts, and Installed Base
The registered product information helps the service agent to identify the customer product, location and any associated warranty which in crucial for the service process and reporting purposes.
A ticket can be created from the registered product UI or when creating a ticket the agent can search for a registered product and add it to the ticket.
Some of the information maintained in the registered product are carried over to the ticket, for example location or party information (based on the configuration settings).
A registered product is added as a covered object in a Contract. When a registered product, which is a covered object in a contract, is associated with a ticket, the contract determination in ticket happens based on configuration settings and rules.
Registered products can be added to an Installed Base as installed base items.
Registered Product Measurements and link with Maintenance Plans
To perform maintenance based on the usage of a registered product or other measurement attributes, readings can be captured. To enable this, measurement logs are created for a registered product against which readings are recorded.
For measurements that are generic, a Measurement Log template can be defined at the Product Level. Every time a Registered Product is created for this reference product, measurement log for the registered product are automatically created based on the measurement log template in the reference product.
To plan for periodic maintenance for registered products, they are added to maintenance plans as maintenance items.
The measurement logs and readings and the conditions/schedule defined in the maintenance plan form the basis for the maintenance ticket generation from the maintenance plan.
Read more details here:
Replication is also available for measurements points and measurement documents maintained for the equipment in SAP ERP to the registered product in C4C.
Please see integration documentation for more details.
Registered Product replication from SAP ERP
Equipments from SAP ERP are replicated as registered products in Cloud for Customer.
A uni-directional replication (from ERP to C4C) is available
ERP Functional Location is mapped to the Installation Point (of category functional location) in C4C
Warranty for registered product
Warranty is assigned to a registered product. The start and end dates of the warranty coverage for a registered product gets determined based on its reference date. The reference date is the default start date and the warranty duration determines the end date.
Registered Product PDF Preview (Summary) and Repair History:
It is possible to generate a summary of the registered product which will show the General Data, Address, Notes, Warranty Information, Involved Parties, associated Contracts and Maintenance Plans details.
A list of all tickets created for the registered product can be exported to an excel.
The technician can get an overview of registered product and the repairs done on it and can carry this information when on the move and without connectivity.
Registered Product Categories
Registered Product categories allow you to fulfill scenarios where serial ID is not available at the time of creation of a Registered Product and is provided later or when replicating equipments from SAP ERP, the serial ID of equipment is optional
The administrator can create multiple Registered Product categories and mark the Serial ID field as Optional and Editable for the relevant categories.
On creation of a new registered product, you can choose the registered product category and create/save a registered product without providing the serial ID.
By default, on creation the registered product category is blank and the serial id field is mandatory.
Important Technical Details
Registered Product is built on top of two business objects – Installation Point and Individual Product.
The leading BO is Installation Point. Registered Product is technically an installation point of category registered product.
When working with registered products, entities created for installation point should be used for the following scenarios:
- Migration (web service, migration template)
- Mass data maintenance
- Reporting (Data source)
- Workflow Rules
Some more details can be found here :
(For the replication scenario from SAP ERP, different set of interfaces are used. Please see the integration documentation for details on that).
Hope this was helpful.
Watch this space for some exciting new registered product features coming in 1611!