2.installbase

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INSTALL BASE ,CASE MANAGEMENT,SERVICE LOGISTICS

KT DECK

JUNE 2010



2Copyright © 2010 Juniper Networks, Inc. www.juniper.net

DEFINITIONS

Install Base (IB or Asset) Juniper Products sold to Customers & Partners are considered as Install Base. IB will tell you what Product is in

use at which Customer Site as of now and the configuration of it.

IB in Siebel will show the Bill-To, Ship-To, End User & Installed-At account information along with itsconfiguration as well as Contract & Entitlement information.

Case Management Customers and Partners report their issues related to Juniper Products & Service which are logged into the

Clarify application.

Users will be asked to provide the information (mostly Serial Number) regarding the product about which theyare calling about. The Serial Number provided will be used to find out what type of Service that

Product/Customer is entitled for and service is provided accordingly.

Service Logistics RMA , Service Inventory & Install Base comes under Service Logistics area.

When Customer is having issue with a part and it requires a replacement then RMA (Return Material Authorization) is created in Clarify with the information pertaining to the defective unit. CSR will then pick areplacement from our Third Party Logistics (3PL) vendor who maintains our Service Inventory and have themship it to the Customer. This transaction is done through either EDI (Electronic Data Interchange) or B2B(Rosetta/XML) depending on the vendor.

Service Inventory are inventory that are bought to support the Customers. This is maintained by 3PL vendors onJuniper’s behalf.

Defective unit sent by the Customer are sent to our Repair CM (Contract Manufacturer) and will be screenedand repaired if required and the good units are sent to the 3PL Distribution Center where they will be stored asService Inventory.




IB

Orders

IB

Spares

Inventory

Features

IB

InventoryRMA

IB

Orders

(ManualProcess)

Regn.

Asset Flow

Redistribution Orders




INSTALL BASE

Assets in the CRM Lifecycle

Everything that Juniper sells is recorded in Siebel. Helps track customer location to properly service the

Juniper product.

Streamlines the process of notifying the customer when

an upgrade is available.

Helps identify and flag a product if it is no longer

supported by a service.

WW Regional Contracts Group

Global Support Services

Shared Services Data Team

Logistics

Service Managers

CS Partner Managers

Primary Customer Care

Advanced Customer Care

Service Business Managers

Service Business Operations

Internal and External Renewal Sales



5 Copyright © 2010 Juniper Networks, Inc. www.juniper.net

INSTALL BASE

Shipments made to Customers & Partners will flow from Oracle to Siebel to create IB. IB in Siebel will showthe Bill-To, Ship-To, End User & Installed-At account information along with its configuration as well as

Contract & Entitlement information.

IB created or updated in Siebel will flow into Clarify to create Clarify’s IB. IB can get swapped in Clarify duringRMA process where a defective unit will be replaced with a replacement unit. This update will flow into Siebeland reflect in Siebel as well

Whenever a License is activated on a unit in LMS the update will flow into Siebel and the configuration of theunit will reflect the feature that got activated.

End Customers who bought the products from Juniper Partners will come and register their product through

Product Registration from Self Service Portal. IB will be moved to End Customer’s site and “Installed- At” onthe IB will reflect that as well as in the “Associated Parties” in Siebel. The Registered Date on the IB will beupdated with the System Date.

When Resellers register the Product on their Customer’s behalf through SMART application, on top of theProduct Registration process it will also add the Reseller as the “Managing Reseller” to that Asset. This willreflect in the “Associated Parties” tab of the Asset in Siebel.

Often Juniper gets the update from Customers regarding their IB and that is updated in Siebel IB using BulkMove of Asset process. IB and the Account information are loaded in the below sequence in a CSV formatand the file is FTP to a specific server which will then get processed in Siebel.

Serial Number, Part Number, Installed At Account (Common ID), Managing Reseller (Common ID), Email Address

Bulk upload of Assets to Agreements is another similar process where IB gets added to an Agreement LineItem.

Agreement ID, Line, Start Date, End Date, Serial Number, Service SKU, Part Number, Status, Sub Status, Reason, Sub Reason, Email Address




CASE

Cases are created by Call Center Agents in Clarify. Customer calls into Juniper’s Call Centerwith their issues and depending on the type of issue appropriate Case Class will be chosen to

create the Case. Call Center agent will entitle the Serial Number of the device they are callingabout and provide service accordingly.

Case Class

Admin

Support

Alpha Support

Beta Support

RMA Request

Etc.

Cases are created by Customers directly by going through Case Manager Application. In CaseManager, only Admin & Support cases can be opened. Series that requires a valid SerialNumber will enforce users to provide Serial Number.

Certain customers have special privileges and they can create Cases via email.

Cases created will get dispatched to appropriate queues based on the Product, Series,

Platform and various other criteria specified in the Auto Dispatch Rules.Most of the Cases created are Technical Support & Admin cases. Technical Support Casesafter reviewed by TAC may require a replacement to be sent and a RMA is created for it.




RMA

RMA are mostly created by TAC when they want to ship a Part to resolve an issue. RMA are also created by Logistics-CSR in case of mis-shipment etc.

Direct RMA is process by which Partners can send an email which will automatically create a “RMA Request” Case and a RMA will be createdby the appropriate team based on the info.

RMA Type

Advance Exchange

– Replacement is shipped before Defective was received

Depot Repair

– Defective will be repaired and sent back

Return and Replace

– Replacement will be shipped after Defective was received

Ship Only

– Just to send Replacement

Receive Only

– Just to receive Defective

Majority of the RMA are of type Advance Exchange where a replacement is sent as soon as RMA is created and Entitled.

RMA will undergo following transitions in Clarify. The sequence of these will change depending on the type of RMA

Create

Pick

Fulfill

Ship

Remove

Install

Received

Closed




RMA FLOW

• RMA is created by TAC based onCustomer Case

• RMA will be in Open Condition

RMA will get dispatched tothe appropriate CSR Queue

RMA will be in Open-

Dispatch Condition

• CSR will validate the Entitlementon the Defective Serial Number

• CSR will pick a replacement partfrom the depot based on CustomerLocation and the type of serviceentitled

• Pick will trigger an EDI/B2Btransaction to 3 PL to create anOrder on their system

RMA will be in PickedCondition • An order will be created on the

3PL system and an Order Ack willbe sent to Juniper

• Part will be Picked by 3PL andfulfilled against the Order

• Order will be shipped by 3PL andShip Confirm transaction will besent to Juniper

RMA will undergo LPUprocess

• Repaired Product will be shippedby CM to 3PL’s DC

• 3PL receives the part into theService inventory

• 3PL send the receipt confirmationto Juniper

• Part is moved from CM Locationinto 3PL DC in Clarify

RMA will be Closedafter it was received

by the CM

• Defective Part will be sent toRepair CM by the Customer

• CM receives the defective part intotheir location using Web Logistics

application• Repair data will be updated in the

RMA by CM using Web Logistics

• Failure info will be updated in theRMA by Eng using Clarify

IB swap update willflow to Siebel &

LMS• Defective IB will be De-Installed

from the Customer Site

• Replacement IB will be Installed atthe Customer Site

• Defective Part will be moved to“intransit” bucket in Inventory

• Replacement Part will be takenfrom inventory and will be addedas IB

RMA will be inUpdate InvCondition




SERVICE INVENTORY

Service Inventory are maintained by 3PL vendors.

Majority of our inventory is handled by UPS and the integration with UPS is through EDI

FLASH is another 3PL and the integration is through B2B

DISL, NAYA are some of the other 3PL we engage with

Inventory on Hand and the RMA information are fed into Servigistics and it will recommend theNew Buy and Rebalance recommendation.

New Buy orders are placed through Internal Orders and these shipments will flow into Clarify asInventory. These shipments will not flow into Siebel to create IB.

Rebalance confirmed by planners will flow into Clarify to create Orders which will be sent to 3PL

to ship parts from one Depot to another. The Rebalance orders created in Clarify will go through the below steps and updates the

inventory accordingly.

Order Created and sent to 3PL

Order Acknowledgement received from 3PL

Order status is updated Clarify

Ship Confirmation received from 3PL

Order status is updated and inventory is moved to “Transfer” bucket from the source depot

Advance Shipment Notification sent to receiving 3PL Location Shipment status update received from 3PL

Shipment information is updated on the order. (Waybill, ETA etc.)

Shipment Receipt Acknowledgement received from 3PL

Inventory will be moved to the destination depot from “Transfer” bucket and the order will be closed in Clarify




Key Definitions

• Case

• RMA

• Install Base

• Inventory

• EDI

• B2B• LPU (Log Parts Used)

• Entitlement

• Business Rules

• Auto Dispatch Rules




Tools• Clarify

• Clarify is a CRM application with various functional modules. In Juniper, we have

Support, Logistics & Contracts modules. The version we have is 8 which is an out of

support version which was released in 2000.

• Support module is used for Case Management

• Logistics module is used for Service Logistics

• Even though Contracts functionality in Clarify is not used for a long time some of the

Contracts screens are still in use.

• Case Manager• Home grown web based application which uses Clarify database as its backend. This is

customer facing application using which customers can log their tickets.

•Web Logistics

• Home grown web based application which uses Clarify database as its backend. This is

used by our Repair vendors to capture the repair process.

• M2

• A home grown application which received emails sent to [email protected] andupdates or creates cases in Clarify.

• Rule Manager

• Out of box Clarify tool which processes the business rules defined within the application

by the admins.

mailto:[email protected]

mailto:[email protected]




Clarify Data Sources




Case Management – Case Flow

AIS app

DDE messaging

and PLSQL

Email_

case_

pkg

Web_

case_

pkg

Web_case_pkg

Out:http

In:SQL

Out:asp

Out: ETL

Out: PERL

In: Email/M2

Out: PERL

In: Email/M2

Rule

Mgr

(SLA)

Out:smtp




Service Logistics – RMA Flow

UPS

Email_

case_

pkg

Jdbc:

SQL

EDI /

Cron

Out:ETL

WM/XML/Rosetta

FLASH

In:PLSQL

(shipments)Rule

Mgr

(SLA)

Out:smtp




Environment

DEV STAGE BreakFix PROD

Clarify ODCLR OETCLR OBFCLR PCLR

CaseManager http://d-clarify-app01-

v.juniper.net/cm_dev/

http://d-clarify-

app01-

v.juniper.net/cm_

erptest/

http://d-clarify-app01-

v.juniper.net/cm_test/

Casemanager.juniper.net

M2 D-lizard Bkfx-clarify-

app02: clarify

Homes/clarify/M2

P-clarify2:clarify

Homes/clarify/M2/m2.sh

(cron runs every 10 mins)

Web Logistics http://d-clarify-app01-v.juniper.net/WebLogist

icServiceCenter_dev/

http://d-clarify-app01-

v.juniper.net/Web

LogisticServiceCe

nter_erptest/

http://d-clarify-app01-v.juniper.net/WebLogisticSer

viceCenter_test/

https://tools.online.juniper.net/WebLogisticServiceCenter/

index.jsp

EDI Scripts D-lizard:clarify

/opt/app/clarify/UPS/

Bkfx-clarify-

app02-v:clarify


Bkfx-clarify-app02-v:clarify


P-clarify2:clarify

/opt/app/clarify/UPS

Rule Manager D-lizard:clarify

/opt/app/clarify/ruleman

ager

Bkfx-clarify-

app02-v:clarify

/opt/app/clarify/rul

emanager

Bkfx-clarify-app02-v:clarify

/opt/app/clarify/rulemanager

P-clarify2:clarify

/opt/app/clarify/rulemanager

https://tools.online.juniper.net/WebLogisticServiceCenter/index.jsp









KNOWN ISSUES

INSTALL BASE

Not able to set “Installed At” flag in the Associated Parties tab Asset not found

CASE MANAGEMENT Emails are not getting processed

Business Rule does not fire

SERVICE LOGISTICS EDI did not update properly

LPU cannot be completed

Not able to close RMA

SOP Document: https://matrix.juniper.net/docs/DOC-71816

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