To sell services to prospective customers, many service organizations provide quotations, which outline the labor, expenses, and replacement items required for service or repair work. Quotations include the terms and conditions for the detailed services.

In Service and Support Management, call quotes are based on user-defined codes enabling a service organization to structure service proposals in the same way it invoices service activities. To maintain this structure, call quotes are similar to Call Activity Recording (CAR).

This figure illustrates the life cycle of a call quote.

Because a call quote can become a call, call quotes require the setup normally required for Call Maintenance: end user information, service BOMs and routings, engineers, status codes, queues, service types, charge codes and charge product lines.

To minimize data entry when creating quotes, create sets of call quote defaults in Call Default Maintenance (11.1.21.10).