Self-Service Portal Service Management feature overview

The Service Management feature enables customers to book a service that is either delivered to their address or provided at a designated service point. For example, you can offer after-sales support, such as maintenance or repair.

Prerequisites for selling services in the catalog

• Add service points and their addresses. A service point is a physical location where services are provided. For details, see Service point.
• Enable the Service Visit service type for service points. For details, see Service.
• Configure a shipment method with the On-Site Service shipment type. For details, see Shipment type.

Selling services as products

This section describes how to set up components for selling services as products:

1. Set up the service product class for concrete products. This distinguishes service products from regular products in the Back Office and Storefront.
2. Set up allowed shipment types for concrete products. This determines if a product is eligible for a specific shipment type. For services that are sold at service points, configure the on-site service shipment type.
3. Create one or more product offers for each service product. The offers must be associated with service points, services, and shipment types.
4. Optional: Set service date and time as required for checkout. This can be enabled for concrete products if scheduling is necessary.

The following sections describe each step in more detail.

Marketplace support for service products

In marketplace scenarios, multiple merchants can offer service products that are compatible with the same model or asset. The SSP Service Management feature supports this by:

• Letting each merchant create its own service offers for the same service product.
• Associating each offer with service points, services, and shipment types.
• Respecting model and asset compatibility defined by the asset-based catalog.

On the Storefront:

• The product details page (PDP) aggregates compatible service offers from different merchants.
• For each offer, the PDP displays the configured shipment types—for example, On-Site Service or Delivery—so customers understand how the service will be provided.
• When a customer starts from an asset or model context, only service offers compatible with that context are shown.

This provides a unified self-service experience where customers can compare and purchase compatible service offerings from multiple merchants while keeping the compatibility rules defined in the asset and model layer.

Importing product classes

The product class defines the category of a product to distinguish between standard products, services, and any other product types.

Import product types by using the console importer:

product_class.csv

Adding product classes to products

To add a product class to a product in the Back Office, go to Catalog and select the required product. Then, select a variant.

Alternatively, you can import product type assignments using the console importer:

product_to_product_class.csv

Enabling service date and time for a product

1. In the Back Office, go to Catalog.
2. Select the product that you want to update.
3. In the Variants section, select the product variant that you want to update.
4. In the General tab, select Scheduled product class.

Defining allowed shipment types

1. In the Back Office, go to Catalog.
2. Select the product that you want to update.
3. In the Variants section, select the product variant that you want to update.
4. For Allowed Shipment Types, select one or more shipment types. A product requires at least one allowed shipment type to be displayed on the Storefront.

Adding product offers for products

1. In the Back Office, go to Catalog > Offers.
2. Click Create Offer.
3. Fill out the form by using the following field descriptions:

Reviewing purchased services on Storefront

Customers can review previously purchased service products in My Account > Services.

On the Services page, the following information is displayed:

• Order reference
• Service
• Date and time
• Created at
• State

Customers can use the search to filter purchased services by product name, SKU, or order reference.

Customers can also filter the view by who purchased services:

• My booked services
• Booked services of a specific business unit
• Booked services of a specific company

The latter two options require the appropriate permissions. For more information on company permissions, see Company user roles and permissions overview.

Reviewing purchased services in the Back Office

Back Office users can view previously purchased service products in Orders > Services.

Multi-step checkout

The SSP checkout flow adds the following functionality:

• Customers can switch between single-address and multi-address checkout for items with the Delivery shipment type.
• Items with the On-Site Service shipment type are displayed as a separate group.
• For On-Site Service items, customers can change the service point but not the shipment type.

Current constraints

• You cannot add product offer prices in the Back Office; you can import them only.
• Some B2B features, such as Merchant Relations, are not supported by product offers. For more information, see Product Offer constraints.
• Customers cannot change the shipment type in the cart or during checkout.

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