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Enhanced Service Tracking Version 3.0: Key Updates and New Features for Improved Customer Experience

The Service Tracking Version 3.0 introduces significant enhancements including updated service type and status codes, a new contact permission field, and detailed delivery tracking options. The system now allows for better management of in/out of warranty services, extended warranty packs, and parts pending logic, ensuring streamlined processes for both customers and service centers. Key updates facilitate effective communication and tracking of service requests, ensuring a more efficient service handling experience.

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Enhanced Service Tracking Version 3.0: Key Updates and New Features for Improved Customer Experience

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  1. Service Tracking v 3.0 2012. 06 ECC

  2. Service Tracking v 3.0 Major Change Code master (all codes are the same as G-CIC code) In/Out warranty field Extended Warranty pack DTV and NPC field Delivery fields (Carry In) Parts Pending putRepairStatus new fields Contact permission Issues

  3. Service Tracking v 3.0 Service Type CODE • Mainly service type should be IH, CI and PS • V3.0 only allow new service type

  4. Service Tracking v 3.0 STATUS CODE - SVC Tracking Version 3.0 only allowed new code

  5. Service Tracking v 3.0 REASON CODE - [ST015 ] Acknowledge

  6. Service Tracking v 3.0 REASON CODE – [ST025] Engineer assign

  7. Service Tracking v 3.0 REASON CODE - [ST030] Pending

  8. Service Tracking v 3.0 REASON CODE - [ST035] Completion

  9. Service Tracking v 3.0 REASON CODE – [ST040] Delivery

  10. Service Tracking v 3.0 REASON CODE - [ST051] or [ST052] Cancellation

  11. Service Tracking v 3.0 JOB_TYPE CODE - JOB_TYPE

  12. Service Tracking v 3.0 Cancellation acknowledge of putServiceResponse - If a service request is cancelled by call centre agency with customer request V2.0 : The service request is just cancelled and is not provided to ASC. ASC just wait for the product V3.0 : Cancelled data will be downloaded to ASC with TR_STATUS ST052 in getServiceRequest Response Cancellation Acknowledge <?xml version="1.0" encoding="UTF-8"?> <ASC_JOB_REQUEST> <JOB_REQUEST> <COMPANY>C460</COMPANY> <JOB_TYPE>PCA</JOB_TYPE> <REQUESTER>1000001</REQUESTER> <TR_NO>4000000000</TR_NO> <JOB_NO>1000001_000001</JOB_NO> </JOB_REQUEST> </ASC_JOB_REQUEST> E

  13. Service Tracking v 3.0 Data transmission order START CC create new Service Order. ST010 Assigned to Service Centre getServiceRequest ST015 Acknowledged putServiceResponse putRepairStatus ST015 Acknowledged [HAZ08] Product received ST025 Engineer Assigned ST030 Pending (Optional) ST035 Repair Completed ST052 ‘Repair Cancelled ST040 Repaired Goods Despatched END Connect to Warranty Labour claim

  14. Service Tracking v 3.0 Data transmission order START Customer bring a defect product to ASC directly ST010 Assigned to Service Centre putServiceRequest putRepairStatus ST015 Acknowledged [HAZ08] Product received ST025 Engineer Assigned ST030 Pending ST035 Repair Completed ST052 ‘Repair Cancelled ST040 Repaired Goods Despatched END Connect to Warranty Labour claim

  15. Service Tracking v 3.0 Delivery fields Added Delivery fields (putServiceRequest, CI & PS) : V3 only The date & time when customer leave its defect product to shop or dealer The date & time when Logistics pick up the defect product from shop or dealer Logistics’ identification job no If logistics drop defect products to logistics hub The date & time when Logistics picks up the defect products from its hub

  16. Service Tracking v 3.0 In-Out of warranty In – Out of warranty field (getServiceRequest, putServiceRequest, putRepairStatus)

  17. Service Tracking v 3.0 Extended warranty Pack info Added Pack information (getServiceRequest response) : V3 only

  18. Service Tracking v 3.0 DTV, NPC field Added DTV and NPC fields (getServiceRequest) V3 only

  19. Service Tracking v 3.0 Delivery fields Added Delivery fields (putRepairStatus, CI & PS) : V3 only Delivery starting date and time Logistics’ identification job no The date & time when shop received the repaired product The date & time when customer received the repaired product

  20. Service Tracking v 3.0 Part Pending Part Pending logic HP040 part not available(Samsung) : PART_NO mandatory HPZ02 part ordered : PARTS_ORDER_NO, PART_NO, PART_QTY, SO_ITEM mandatory Samsung’s order confirmation number (SalesOrderNumber of part order response)

  21. Service Tracking v 3.0 Part Pending (Continue) PartOrder putRepairStatus 1069820813 1069820813 P : part is not used, still pending U : part is used Web Service GSPN 1069820813

  22. Service Tracking v 3.0 New fields in putRepairStatus Added fields of putRepairStatus ENG_ASSIGN_DATE, ENG_ASSIGN_TIME, VISIT_DATE, VISIT_TIME ENGINEER_CODE should be used the code which is registered in GSPN ENG_ASSIFN_DATE >= the data uploading date In Home, VISIT_DATE and VISIT_TIME are mandatory Technical issue RMA NO When change from In-warranty to Out of warranty, the reason should be provided VOID1 : Impack DamageVOID2 : Liquid DamageVOID3 : Phon LockVOID4 : Overseas Model

  23. Service Tracking v 3.0 Contact permission Customer’s contact permission Contact permission of the Customer 1 : Allowed 2 : Disallowed 3 : Check Permission (default) When contact = “1” 1 : Marketing 2 : SVC Campaign 3 : Both

  24. Service Tracking v 3.0 Contact permission Customer’s contact tracking permission - The field is only used for giving the service request and updated SVC information to customer New fields E : E-mail F : Fax S : SMS T : Telephone EF : E-mail/Fax ES : E-mail/SMS ET : E-mail/Telephone FS : Fax/SMS FT : FaxTelephone ST : SMS/ Telephone EFS : E-mail/Fax/SMS EFT : E-mail/Fax/Telephone EST : E-mail/SMS/Telephone EFST : E-mail/Fax/SMS/Telephone

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