Baseline Conceptual Models: Service Request Model

Service Request Model:  A service request is created once a caller has been determined that some kind of action is needed to be taken (Return, Repair, Exchange, or Technical Assistance).  The service request will record further information about the product(s) in question.  This information can be in a form of registration of the product to service a small customer or it can be a list of products that need to be returned from a vendor or partner.  Multiple call incidents can be associated with a single service request.  This model is dependent on Technical Support Request Model, Repair Order Model, Party and Account Model, and Call Incident Model.

Return Material Authorization (RMA):  Before a customer can successfully return a product the customer must call the support service and receive a RMA number that is placed on the returning package to make sure that product is associated properly to the customer and the service that is expected on the product (Return, Repair, Exchange).  Most companies will just return to sender if this is not on or in the shipping box.

Product Evaluation:  When a product is returned it is evaluated to determine if the warranty has been violated.  It then goes further to determine if the product is repairable or is to be scrapped.  To speed up service sometimes it can be determined to exchange the product rather then repair it depending on the product and issues at hand.  The product may then go into inventory to away repair.  Once an evaluation has been made an repair order may be issued.

Note:  Exchanges are just a simple creation of a Return Sales order and a Sales Order.

Please see (Baseline Conceptual Models Commentary) for further details on what conceptual models are to be used for.