Service Plan

1. Background

A manufacturer’s core product is large machine tools. Selling a machine to a customer does not conclude the relationship. When the manufacturer sells equipment, it also signs maintenance agreements with customers. During the agreement period, engineers must perform on-site inspections and maintenance to ensure reliable operation. In ShareCRM, you can create Service Work Orders around Accounts or Products by defining Service Connector plans in advance. The system will automatically generate Work Orders and detailed tasks on a recurring schedule to support full lifecycle maintenance.

2. Enabling Service Connector

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Enable path: Service Connector -> System Settings -> Configuration Overview -> Service Plans. Click Enable to activate the feature.

3. Service Plan Configuration

Service Plan workflow:

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step1: Add a Service Plan Type

Under Service Plan Types, specify the plan target (Products / Account), choose the Work Order Record Type and the associated workflow. You can also map fields between Service Plan detail records and Work Order records.

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step2: Create a Service Plan

After creating a Service Plan Type, create a Service Plan: Service Connector -> Service Plans. You can create a plan based on any previously configured Service Plan Type.

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Key Service Plan fields:

• Service Plan Type: the type configured in step one.
• Service Plan Target: Products / Account, derived from the Service Plan Type.
• Start Date / End Date: define the plan’s start and end dates.
• Interval frequency calculation:
  • For Account-based plans, you can only use calendar-based intervals. The system auto-generates Service Work Orders based on interval frequency (days).
  • For Product-based maintenance plans, you can also use runtime-based intervals: generate Service Work Orders every X operating hours.
• Applicable Account / Applicable Product scope: set filter criteria so that Accounts or Products that meet the criteria will generate Work Orders. Alternatively, you can leave criteria unspecified and add Service Plan Details instead.
• Service Plan Details: for Account-based plans, add Account entries in details; for Product-based plans, add Product entries in details.

step3: Publish the Service Plan

A Service Plan only takes effect after you publish it.

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step4: Execution of Service Plan Details

1) At 8:00 AM daily, the system scans Service Plan Details where status = Published and service end date >= today, and considers details whose Work Order generation date is today. 2) For each detail, the system creates Work Order records according to the Service Plan Type defined for that detail.