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System Interoperability

The Velosity Service module does not operate in isolation. It is deeply integrated with CORE (Reference Data), CPQ (Configure, Price, Quote), and OPS (Operations/Production) to ensure a seamless flow from customer request to shop floor execution and final billing.

Service & CORE (Reference Data)

CORE provides the foundational data that the Service module relies on for tracking and customer management.

Items & Products

Every Service Ticket and Trouble Report is linked to a specific Item or Product in the catalog. - Service Eligibility: Items can be flagged as "serviceable" to control which products appear in service workflows. - Diagnostic Links: Guided diagnostic trees are mapped to specific Smart Quote Products.

Customers

Service Tickets are anchored to a Customer record. - Service History: Accessing a Customer record in CORE allows you to see their full service history, including all past Tickets and Trouble Reports. - Entitlements: Customer records can store warranty and service contract information that dictates billing for service work.

Serial Numbers

For serialized products, the Serial Number (Asset) record is the "Digital Twin" that tracks: - As-Built vs. As-Maintained: Trouble Reports capture when parts are replaced, updating the service history of the specific serial number. - Warranty Tracking: SERVICE stores the ship date and warranty terms, which the Service module uses to determine if a repair is covered.

Service & CPQ (Sales)

The connection to CPQ handles the financial and contractual side of service.

Tickets to Quotes/Orders

Service Tickets serve as the initial collection point. From a Ticket, you can: - Associate Serial Numbers: Link specific customer assets to the service request. - Generate Sales Quotes: Create a "Repair Quote" directly from the ticket to provide the customer with an estimate. - Generate Sales Orders: Convert approved quotes into "Repair Orders" to initiate the service process.

Diagnostics to Smart Quote

When a technician uses the integrated diagnostics (Yonyx), the outcome often identifies specific parts or labor needed. - Reconfigure Order: The diagnostic results can trigger a "Reconfigure" action, which opens the Smart Quote interface to add the diagnosed parts and labor to the existing Sales Order.

Service & OPS (Production)

The connection to OPS handles the physical execution of the service work.

Trouble Reports to Production Orders

Trouble Reports are the technical record of the repair. - Contextual Access: Trouble Reports are created and accessed directly from the Production Order (Work Order) that is executing the repair. - Data Capture: While a technician is performing Production Tasks, they record symptoms, root causes, and repairs in the Trouble Report. - PDF Merging: When the final Sales Order is generated for the customer, Velosity can automatically merge the Trouble Report PDF with the Sales Order document for a complete service history.

The Data Flow (RMA Example)

The following diagram illustrates how data flows between modules during a standard RMA process:

  1. CORE (Customer/Item): The foundation is laid with customer and product data.
  2. SERVICE (Ticket): Customer reports an issue; serial number is identified.
  3. CPQ (Smart Quote): A "Troubleshooting" line item is added to a Sales Order.
  4. OPS (Production Order): Releasing the Sales Order creates a Work Order for diagnostics.
  5. SERVICE (Trouble Report): Technician records findings on the Work Order.
  6. CPQ (Smart Quote): Based on findings, a second "Repair" line item is added to the Sales Order.
  7. OPS (Production Order): A second Work Order is created for the actual repair tasks.
  8. SERVICE (Trouble Report): Technician records the final repair details and closes the report.
  9. CPQ (Sales Order): Order is invoiced, including the detailed Trouble Report for the customer.