Module in development
Machine service from request to a signed protocol
The service module in JAPRIVIO CPQ handles a machine as one chain of documents attached to a specific unit. Knowledge recorded at the sale keeps working in service and in parts selection.
Every party sees service differently
The repair itself is rarely the hardest part. Time is lost on retyping slips, working out which version of the quote reached the customer, and exchanging emails with head office about warranty. The module organises what happens around the repair.
- Dealer
- Requests with an assigned owner, quotes and protocols without retyping.
- Manufacturer
- Warranty claims in one format, with a cost estimate and justification.
- Customer
- A clear quote, a protocol describing the work and the date of the next inspection.
- Scope
- Agreed with the manufacturer for its dealer network.
Service request process
The system enforces the order of steps and records the evidence for every decision. The next visit starts where the previous one ended.
The scope of the module and the order of implementation are agreed with the manufacturer. You can start with a single stage, for example warranty claims or inspection protocols.
- Machine recordSerial number, customer and the full service history in one place.
- RequestType, description of the problem and the assigned technician.
- QuoteParts from the catalogue, services, a frozen PDF and a record of the customer’s decision.
- Warranty claimCost estimate sent to head office before the repair; acceptance or rejection with a justification.
- ProtocolWork performed, recommendations and the customer’s signature closing the request.
- Next inspectionThe date from the protocol, visible on the machine record.
Spare parts
The parts module leads from the machine sold to the right part and the next commercial steps. We show the exact scope in a demo, as it depends on the manufacturer’s data.
- A saved machine leads to a catalogue of parts compatible with its configuration.
- Assembly trees, assembly drawings and hotspots help identify the correct item.
- Search by number or description to quickly add parts to the basket.
- Selected items move on to a parts enquiry, quote and order.
The right manual for a specific machine
The manufacturer maintains a library of manuals, error codes and bulletins in versions. Each version has a scope: machine family, model and, where needed, serial numbers. On the machine record and in a request, the technician sees only the documents that match that unit.
- A knowledge expert named by the manufacturer publishes or withdraws a document version.
- Source search finds an error code, part number or task and opens the right PDF page. It also works without AI.
- The coverage map shows what documentation is missing for each model.
- When a document is withdrawn, entries based on it are flagged for review.
Documentation assistant
The technician asks in their own words, on a specific machine. The assistant uses only the published documentation for that unit, and every statement carries a citation with the source page.
- Answer from documentation. Numbers, codes and part numbers must appear in the cited passage.
- Data needed. Information about the unit is missing, so the assistant asks instead of guessing.
- No evidence. The documentation does not contain the answer; the assistant says so plainly and gives no values from memory.
- Escalation. The case needs an expert, so the assistant proposes passing it to the manufacturer.
The assistant does not assess the condition of the machine and saves nothing without confirmation. The manufacturer’s expert sees the technician’s rating of the answer in the quality queue.
A request handled as a diagnostic case
A request produces a structured record of the diagnosis. A colleague on the team can take over the case without reconstructing conversations.
Machine knowledge, case memory and the AI assistant are optional modules, enabled at the manufacturer. The assistant works within the documentation published for the given model.
- Symptoms, operating conditions, error codes, measurements with units, tests and hypotheses as separate entries, also with photos.
- Entries are append-only: a correction creates a new entry and the previous one stays in the history.
- From a technician’s note, AI proposes entries and the technician confirms each one separately.
- Escalation to a colleague or a manufacturer’s expert sends a case package without customer data. The reply returns to the case as an entry.
- A draft protocol is created only from confirmed entries.
People make the decisions
The system records who made a decision, when, and on the basis of which document. It does not make decisions for anyone.
- The customer decides on the quote.
- The manufacturer’s head office decides on warranty.
- The technician decides on the repair.
- A signed protocol cannot be changed; a correction is created as a new document.
Field service and more about the module
For networks that need to work through connectivity gaps and have fast access to documentation, we have prepared a field app concept.
Let’s organise service in your network
We will show the process on demonstration data and agree which stage is worth starting with.