Service CPQ feature caters to customer requirements that are related to services for existing or newly purchased products from Apttus. A sales rep owns equipment that is sold to customer and associates a service product with equipment or asset. A sales rep has the visibility to the end to end cycle through the following pages for service management:

  • Installed Products page
  • Service Catalog page
  • Service Config page
  • Service Cart page

For an existing asset that is not being serviced yet, the system administrator (admin) can classify it under equipment or service product type. To see how services are loaded on Installed products page, refer to Viewing Service Products on the Installed Products page.

All the service products and the assets are associated based on the eligibility rules that is the framework for service eligibility at large. For defining the eligibility constraint rule criteria you as an admin have to use Match in Related Lines option for the OEM product, for instance. This criteria hides all other OEM products on the Sevice Catalog page through the Exclusion type constraint rule that you must set. The constraint rule action intent is scoped to other OEM products under a product family or product group to make them ineligible (block them) when the rule is triggered. For more information on configuring services, see Configuring Service Products and "Creating Constraint Rule Conditions" and "Creating Constraint Rule Actions" in CPQ on Salesforce Administrator Guide.

The service catalog page displays only the eligible service products for the selected assets or equipment. As a sales rep, you can configure the bundle product for setting the entitlements or offerings for the customer. For example, 24x7 support under a bundle product of annual maintenance contract. To see the new Service Catalog page, refer to Configuring Service Products.

When you go to the cart page, you can see the service line items and the related asset line items along with weightage details for each asset. The weightage amount or percentage value drives the service allocation for the customer. For example, you can set 60:40 service allocation amongst two service products depending upon service implementation needs. To see the cart grid actions, refer to Viewing the Service Cart and Viewing the Cart in Grid View.

Service pricing for the selected assets is available only on the Cart Grid UI. Also, you can see the Related Line Items menu option for the service product only after the System Administrator configures the Flow Setting for the Cart Grid.