Service Agreement & Service Billing Management

1. Service Agreement Enablement

Enable path: Service Connector -> System Settings -> Service Agreement Plugin

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2. Service Agreement Back‑end Configuration

2.1 Service Agreement Auto‑Generation Rules

The system currently provides two methods for creating Service Agreements: 1. Create an agreement record directly. 2. Integrate with the sales flow so that Service Agreements are generated automatically from Orders.

To use method (2), first configure the Service Agreement auto‑generation rules.

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2.1.1 Define Service Category Products

When signing a Service Agreement, besides identifying the specific device covered, you must maintain the quantities and pricing of labor, consumables, spare parts, and other items that the agreement covers during its effective period. These items are collectively defined as service category Products. Maintain your organization’s service category Products here. Only service category Products can be automatically converted into Service Agreement line items from Order Products.

Service category Products are divided into recurring (periodic) and non‑recurring types:

• Recurring service Products: e.g., maintenance performed twice a year — these have an explicit time period attribute and are recurring.
• Non‑recurring service Products: e.g., spare parts — usage depends on actual repairs and they have no time period attribute.

These two product types correspond to different Service Agreement line item types and must be defined here.

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2.1.2 Configure Auto‑Generation Rules for Service Agreements

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Based on the configured auto‑generation rules, Orders and Order Products that meet the criteria can be automatically converted into Service Agreements and Service Agreement line items.

2.2 Service Plan Rule Matching

After a Service Agreement is created and activated, two primary use cases apply:

1. Reactive maintenance: no scheduled Work Orders. When a customer reports an issue, the system matches the appropriate Service Agreement based on Work Order conditions and deducts service Products accordingly.
2. Proactive maintenance: the system generates Work Orders automatically on a scheduled basis.

To generate Work Orders proactively, use the Service Plan feature to automate the flow: Service Agreement -> Service Plan -> Work Order execution.

2.2.1 Configure Service Plans

Service Plans can be used as a stand‑alone module. For details, refer to: https://help.fxiaoke.com/1a54/4107/2f99/41e6/13e2

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2.2.2 Configure Service Plan Matching Rules

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2.3 Add a Service Product Consumption Confirmation Node to the Work Order Business Process

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3. Service Agreement Usage

3.1 Create a New Service Agreement

Create path: Service Connector -> Service Agreement Management -> Service Agreement

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Agreement Subject: Account / Device — specify whether the agreement applies to a specific Device or to a group of Devices under an Account.

Start Date – End Date: When Work Orders consume service Products, the system validates that consumption against the agreement’s effective period. After expiration, the agreement status changes to Non Warranty.

Agreement Type: - Full Coverage: During the agreement’s effective period, all service Products consumed by Work Orders are free. You don’t need to maintain non‑recurring Products in the Service Agreement line items. - Partial Coverage: During the agreement’s effective period, some service Products are free; you must maintain non‑recurring Products in the Service Agreement line items.

Service Agreement line items: Recurring and non‑recurring service Products correspond to different Record Types.

Note: If you configured Service Agreement auto‑generation rules, Service Agreements will be created automatically from matching Orders.

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Click Confirm Activation to change the Service Agreement status to Active.

3.2 Consume Service Products on a Work Order

The Work Order Service Product object records all service category Products consumed by a Work Order (labor, spare parts, etc.). You can add records in the following ways:

1. For Work Orders generated from a Service Agreement: if the Service Agreement line item is set to auto‑create Work Order Service Products, the system creates a Work Order Service Product record when the Work Order is created. The default quantity is 1 and can be changed manually.
2. Add Work Order Service Products manually.
3. When spare parts are consumed, the engineer records spare part consumption; during service product consumption confirmation, the system creates Work Order Service Product records automatically from the spare part consumption details.

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When confirming Work Order Service Product consumption, the system automatically checks whether the Account/Device has an Active Service Agreement. If found, the system links the Agreement, determines whether the consumption is within Warranty Period or Non Warranty, pulls the corresponding price, and after confirmation, automatically redeems the relevant Service Agreement line items.

4. Billing Management

Work Order Service Product records capture all service Products consumed on a Work Order (labor, spare parts, etc.). These items may be free or chargeable. After enabling the ShareCRM Service Connector Billing Management plugin, the system can generate Orders automatically from Work Order Service Products.

4.1 Billing Management Back‑end Settings

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You can set condition scopes for Work Orders and Work Order Service Products. When records meet these conditions, the “Service Billing Confirmation” node in the Work Order business process can generate an Order. If your organization has enabled payment collection and allows direct on‑site payments, you can complete payment using a QR code after Order generation.

Note: The Service Billing Confirmation node must be placed after the Service Product Consumption Confirmation node in the business process.

4.2 Generate Orders and Collect Payment

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