A number of organisations have Field Service requirement require service agreements to specify the customer equipment which is under the scope of the agreement. For example, the Field Service department provides break/fix for customer assets such as cars, computer equipment, facilities etc. When the customer contacts the call center, this allows customer service to determine whether the call is covered under an agreement and determine:
1. SLA for the call and the subsequent service order.
2. Whether the service order is dispatched free of charge or at a rate specified under the agreement
3. Call is billed on a time and materials basis on a general rate.