If you typically provide service for a well-defined set of items, you can define service attributes for them with Service Item Maintenance (11.3.7). To use this function, the items must first be defined in Item Master Maintenance.

The information specified in Service Item Maintenance has a critical influence on key service activities including managing the installed base, recording service activity in Call Activity Recording, determining coverage for items in the installed base, the creation of installation calls, and definition of standard service BOMs and routings.

The model number associated with the item also becomes part of the installed base record. Call defaults may be set up by model. This can be useful if calls associated with various product models follow different paths.

The ISB Unit Quantity field affects the creation of installed base records for non-serial number controlled items. If this is No, one installed base record can be created for multiple items on a sales order line, with the line item quantity. When set to Yes, each installed base record has a quantity of one. Serialized items are always added to the installed base with a quantity of 1.

Service categories are set up with Service Category Maintenance (11.21.9). They allow detailed tracking of invoice costs and service coverage levels. A default item service category is defined in Call Management Control, which is used in Call Activity Recording if no other service category is associated with the item.