We are fairly new to Epicor (cloud hosted) and I am trying to figure out a way to track warranty claims. In our past CRM they had cases you could create when you talked to a customer and we were able to add a field to add the cost of the warranty claim to. We could then query the field to see what our warranty dollars were each month. I have not been able to figure out a way to track this in Epicor. Does anyone on this forum have any ideas on this?
Thanks,
Stuart
You have a few modules that are needed.
Help Desk Case (Case Entry) will be a good start. All transactions need to link back to this.
There is Warranty capabilities (not sure about licensing though).
RMAs can have Jobs associated that can track your costs.
@StuartP
Field Service Management is available in Epicor.
Field Service Management licenses required which falls under Service Management .
Service Management -> Field Service -> Setup -> Warranty Code
Warranty code master will be created here, indicating Material / Labour / Misc. covered.
The above defined codes can be mapped to parts in the part master.
While booking sales order the warranty gets defaulted based on the part master
Ship the order thorough customer shipment entry
and invoice through invoice entry.
When customer calls back for any issues claiming a warranty
user service call center to record the details.
Service Management -> Field Service -> General Operations -> Service call center
Select the customer in the header
Select the Pack / line which will list the shipment done against all order for the selected customer
Create service job against the call
Issue any material required and labour time entry.
This will help you to record any cost associated.
Line pricing in the service call center will give an idea
Close the service call and invoice the same.(billable)
Thank you this is helpful. I have requested a demo from Epicor on the module. Do you know how difficult it is to set up?