Many kinds of questions can arise whenever there is interaction with an end user concerning a product. Information about the initial need is recorded when a call is created. These were some of the topics covered in Call Management.

After the initial request for service is processed, data about the actual activities performed must be gathered. Accurate answers to the kinds of questions illustrated in the figure are essential to support call invoicing and to ensure that you are meeting the contractual obligations outlined in your service contracts and warranties.

Once a service activity is complete, an organization may have further need to produce reports detailing what was done. A business organization must be able to present service information in both summary and detail formats, both for the customer and for their own internal needs.

Call Activity Recording (CAR) is designed for a wide variety of service contexts. It can be used by engineers in the field who provide preventive maintenance or some other service. It can be used in a repair depot environment or for telephone support.

Flexibility in CAR is derived from the many different ways that work codes, charge codes, service categories, service types, and invoice sorts work together in different combinations to manage different business capabilities.