Service Contract is an agreement between you and your customers to provide service on the product for a limited time period. As per the agreed contracts, your support center is supposed to offer service for the product for an agreed period of time. It boosts the level of customer satisfaction and builds healthy trading relationships.
This feature is available in Help Desk Starter, Help Desk Professional, Vtiger One Professional and Vtiger One Enterprise editions.
You can enter Service Contracts details manually from Service Contracts Module. This might come handy if you will have to enter Service Contracts details individually.
Steps to create Service Contracts records manually
Information of fields in the Service Contracts create view
|Organizations/Contact name||This field will be automatically updated with the Organization or Contact related to Services module if Service Contract will be added from Invoices, Sales Orders, Purchase Orders, and Quotes|
|Contract Start Date||The Service contract is effective from the specified date|
|Contract End Date||Service contract ends on the specified date|
|Tracking Unit||Select the desired tracking unit from the picklist accordingly. When a Case related to a Service Contract is closed, a lookup is done in Hours and Days fields of the Cases record and Used Units field in Service Contracts will be updated accordingly|
|Total Units||Specify the number of service instances you would offer|
Information about fields in the Service Contract detail view
|Used Units||Automatically updated when Status field of Case associated with Service Contract is set to Closed|
|Contract Completion Date||The field is automatically updated when Status is set to Complete, or Used Units reaches, or exceeds Total Units|
|Planned Duration||Automatically updates when Service Contract will come to an end. Calculated as Due date - Start Date|
|Actual Duration||Time-taken, in days, to complete the Service Contract. Calculated as End date - Start Date|
|Progress(%)||Automatically updated when the Used Units field is updated. Calculated as Used Units/Total Units * 100|
Note! A few fields are not listed in “create view” of the Service Contracts record. Values for these fields are auto-computed in detail view based on the values of other fields.
You can enter basic details of a Service Contracts record through Quick create. This might be helpful if you are running out of time.
Steps to create Service Contracts records through Quick create
This will display all-round view of relations of Service Contracts module with other modules and maintain a log of a complete history.
You can keep track of following details in Service Contracts Module
|Esign Documents||To associate existing Case records|
|Documents||To associate existing documents with Service Contract record|
|Cases||Case registered with a request for service is linked here|
|Activities||Add or link a Service Appointment activity here|
|Work Order||Associated Work order is listed here|
Create Service Appointments for the agents who perform the work at the customer site based on work order assigned.
Click on more option and Select Add Service Appointment.
Follow below steps to create a Work Order from a Service Contract record:
Enter all the necessary details and click Save.
Vtiger CRM supports importing Service Contracts from external sources such as .csv and .vcf files. As it saves lots of time and efforts, it might come in really helpful for your team to import thousands of records instantly. Learn more…
If you ever want your data in the form of a spreadsheet, you can export your Service Contracts records right away.
Steps to export your data
In the Export Records page, you will find the following options
Lastly, click on Export Service Contracts button.
Used Units’ field in the Service Contracts module defines the number of Service Instances resolved by your Support center. The field value is computed based on Status field of the Cases module and Tracking Unit field for the Service Contracts module.
|Tracking Unit||Case Status||Used Units|
|Incidents||Closed||Used Units + 1|
|Re-opened||Used Units - 1|
|Days||Closed||Days value in the Case Used Units + Days of Case|
|Hours value in the Case Used Units + (Hours of Case / 24)|
|Reopened||Days value in the Case Used Units - Days of Case|
|Hours value in the Case Used Units - (Hours of Case / 24)|
|Hours||Closed||Days value in the Case Used Units + Hours of Case|
|Days value in the Case Used Units + (Days of Case * 24)|
|Reopened||Hours value in the Case Used Units - Hours of Case|
|Days value in the Case Used Units - (Days of Case * 24)|