Main topic:
1. Installed Base Management and Object
客户化的安装管理
2. Service Agreement and Service Contract
服务协议与合同管理
3. Service Plans
服务计划
4. Service Order Management
服务订单管理
5. Complaints and Returns
投诉与退回
6. In-House Repair
7. Warranty Claims
8. Case Management
服务的生命周期：
Service Cycle, starting with managing service contracts and warranties, through to processing service order quotations and service orders, complaints and returns, and service confirmations