Cr 700 Crm Service (Crm4.0)

8/15/2019 Cr 700 Crm Service (Crm4.0)

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SAP AG 2004

SAPCRM mySAP CRM Solution Overview

SAPCRM mySAP CRM Solution

Overview

THE BEST RUN BUSINESSES RUN SAP

© SAP AG 2003

CR700mySAP CRM Service(Release SAP CRM 4.0)

SAP R/3, SAP CRM 4.0 (BBP release) 2004/Q2

Material number: 50067915



SAP AG 2004

Copyright 2005 SAP AG. All rights reserved.

No part of this publication may be reproduced or transmitted inany form or for any purpose without the express permission of

SAP AG. The information contained herein may be changed

without prior notice.

Copyright

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Prerequisites

Prerequisites:

CR100 Base Customizing

Recommended:

Study of the mySAP CRM learning map, mySAP CRM SolutionOverview: SAP eBooks (narrated unit slides), SAPTutorials(interactive screencams), and the links to the documentation

Study of learning maps for SAP CRM 3.1 and SAP CRM 4.0 forbetter knowledge of functions

Note: Customers and partners can access the mySAP CRM learning

maps on the Service Marketplace atservice.sap.com/okp . OKP

stands for SAP Knowledge Products.



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Target Groups and Duration

Target Groups:

SAP R/3 customers and potential SAP customers planning an

implementation of mySAP CRM Service Customers and consultants who need to get detailed knowledge

about service processes in mySAP CRM Service

Those who want to learn the fundamentals of mySAP CRM

Service

Duration:

3 days



SAP AG 2004

mySAP CRM Service: Course Outline

8. Enterprise Intelligence

9. E-Service10. Service Analytics

Appendix

1. Overview of CRM Service

2. Installed Base; Individual

Object

3. Service Contract & Entitlement

4. Planned Services

5. Service Order Management

6. Complaints and Returns

7. In-House Repair

Day 3

Day 1 Day 2



© SAP AG CR700 1-1

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Overview of mySAP CRM Service: Course Outline


7. In-House Repair


9. E-Service

10. Service Analytics

Appendix



Object


4. Planned Services


Day 3

Day 1 Day 2



© SAP AG CR700 1-2

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mySAP CRM Service

Overview of mySAP CRM Service



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Your enterprise has selected mySAP CRM as its

customer relationship management solution.

Therefore, you want to become familiar with the key

capabilities mySAP CRM service offers.

In addition, you want to learn about mySAP CRM

architecture and technology and find out what

different user interfaces are available.

mySAP CRM Service: Business Scenario



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Drives mySAP CRM as the

Most Advanced CRM Solution in the Market

People-CentricConnected

Collaborative Industry Specific

Multi Channel Customer Interactions

mySAP CRM: Technology & Architecture - Overview

mySAP CRM utilizes the SAP WEB APPLICATION SERVER to ensure that all other mySAP CRMBusiness Suite solutions (or similar solutions through other vendors) are driven towards complete

customer focus.

Through its People Centric PORTAL INFRASTRUCTURE delivering unique ROLE MANAGEMENT

AND PERSONALIZATION capability, mySAP CRM empowers individuals and drives performance.

SAP’s EXCHANGE INFRASTRUCTURE facilitates collaboration across company boundaries.

And, mySAP CRM’s core BUSINESS CONFIGURATION industry processes ensure that uniquely

tailored CRM solutions are driven to meet specific industry need.



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mySAP CRM Service: Solution

The Solution is Complete

Rich Functionality and

Supporting Capabilities mySAP CRM Service

Enables Unparalleled Customer

Service and Fulfillment

Enterprise Service

Customer Service in theInteraction Center

Field Service

E-Service

Service Analytics

Today’s complex customer problems require a deployable mySAP CRM solution that can directlyaddress specific challenges regardless of where or when they occur in the cycle of interacting with,

selling to and servicing an organization’s customers.

mySAP CRM blends deep functional capabilities in the core areas of Marketing, Sales and Service with

award-winning Analytics that are directly embedded into the primary interaction channels with which

organizations engage their customers.

All of this enables the closed loop interaction cycle, underlined mySAP CRM‘s

unique value propositions.

mySAP CRM is built on an open, reliable, secure and scalable technology platform.

The strong and complete services offering of SAP helps to quickly implement mySAP CRM and

supports the ongoing optimization of the solution environment.

The mySAP CRM Service solution offers:

Enterprise service Customer service in the Interaction Center

Field Service

E-Service

Service Analytics

This course will primarily focus on Enterprise Service.



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mySAP CRM Service: Key Capabilities

Enterprise ServiceService Planning &

Forecasting

Customer Service &

Support

Resource Planning &

Optimization

Service Operations

ManagementProfessional Services

• Planned Services

• Counter Based Planning• Performance Based Planning

• Simulation of Service Plans

• Strategic Service Planning

• Resource Planning Tool

• Appointment Scheduling• Multi Channel Integration

• Qualifications for

Resource Optimization

• Project Management

• Project Resource Planning• Opportunity Management

• Engagement Management

• Service within the Interaction Center

• Service Order & Requests• Complaints & Returns

• Contracts & Entitlements

• Installed Base

• Resource Planning

• Case Management

• Warranty Management

• Installed Base

• Returns Processing• In-House Repair

• Resource Planning

• Service Order & Requests

• Contracts & Entitlements, Planned Services

• Financial/Controlling Integration

• Service Operations Analytics

Core Functionality Feature Highlights

Service Planning and Forecasting:mySAP SAP enables an organization to proactively maintain products for optimal performance and

create consistent revenue streams for the service business.

Customer Service and Support:

mySAP SAP provides timely resolution to customer issues by connecting the entire service process from

initial customer contact through to final resolution.

Resource Planning and Optimization:

The resource planning and optimization capabilities of mySAP CRM enable resource planners to plan

long-term resource strategies and optimize short-term scheduling tactics.

Service Operations Management:

Service Operations Management is the central operations control for the management of the service

enterprise in mySAP SAP.

Professional Services:mySAP CRM enables service providers to meet current and future client-centric business needs.



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Vendor Vendor

PatientPatient

Borrower Borrower

Neutral

Persons and organizations

Cross-application

Open infrastructure

Integration through operational concepts

TenantTenant

Customer Customer

Accounts

Receivable

Accounts

Receivable

Creditor Creditor Business

Partner

Business Partner Relationships

EmployeeEmployee

Manu-

facturing

Plant

Manu-

facturing

Plant

mySAP CRM Service: Business Partner

Vendor Vendor

Manu-

facturing

Plant

Manu-

facturing

Plant

Business partners are at the center of business transactions, and thus the center of business interest. Allrelevant information about a business partner must therefore be available quickly in consolidated form.

The customer, therefore, needs to have a central and comprehensive view of the business partner.

A business partner can only be created once, regardless of the business transactions in which it

participates. For example, if a company is both a customer and a vendor, it is still one and the same

business partner.

However, a business partner can figure in a company in other ways. Depending on the specific business

processes in which a business partner participates, the information required about the business partner

may vary considerably.

For example, for the goods delivery process, information on inco-terms and delivery conditions is

required; whereas, for the sales order processing, information on delivery dates and payment conditions

is relevant.

A business partner can be in contact with other business partners. These relationships can be verydifferent in nature (for example, a marriage, contact person, company relationships).

The SAP Business Partner provides functions that fulfill these business processes. A business partner is

created only once in the system, but can take on several different roles. The different relationships

between business partners can also be defined.



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Level 2

Level 3

Global ServiceGlobal Service

EuropeEuropeAmericasAmericas

North AmericaNorth America

USAUSA

CaliforniaCalifornia

Office S.F.Office S.F.

Berlin OfficeBerlin Office

FranceFranceSouth AmericaSouth America

OfficeOffice L.A.L.A.

GermanyGermany

Group SF1Group SF1 Group SF2Group SF2

Group B2Group B2Group B1Group B1

Munich OfficeMunich Office

Level 1

Level 4

Level 5

Level 6

mySAP CRM Service: Organization Possibilities

A part of an international organization:

Organizational units for mySAP CRM Service have to be permitted for the scenario Service. The Service Organization indicator marks the selected organizational unit as a service organization.

Organizational units that are responsible for executing services and that should be displayed in the

resource planning tool have to be flagged as Service Team.

You can assign a resource planner position to a service team using Goto → Resource Planner

Assignment .

The system users or business partners assigned to this position are the resource planners who use the

resource planning tool.

The organizational unit will appear under My Service Teams when the resource planner starts the

resource planning tool.



© SAP AG CR700 1-13

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mySAP CRM Service: Organizational Unit

Berlin Office

Group B2Group B1

Munich Office

Level 4

JaneJane Miller

Jane Miller

ServiceService

RepresentativeRepresentative

Service Manager Service Manager Position

Employee

Position

User

Positions and holders assigned to an organizational unit:

Organizational Unit An organizational object (object type key O), which is used to form the basis of an organizational plan.

Organizational units are functional units of an enterprise. Depending on how task distribution is

organized in an enterprise, these can be, for example, departments, groups, or project teams.

Position

An organizational object (object type key S) which shows the functional task distribution of individual

items and their reporting structure in the organizational plan. In CRM, positions could be, for example,

sales manager, sales representative, Interaction Center manager or Interaction Center agent.

Holders (employees or CRM users) can be assigned to one or more positions.

Employee / User

Employees and users are persons assigned to a position. A person can be a CRM business partner with

the role Employee (object type key BP) or only a CRM User (object type key US) that is assigned to a

position in an organizational plan.By assigning an employee or a user to a position, you can show where an employee is assigned

organizationally in a company (what his function is).

Assigning an employee is recommended because an employee master contains more business data than a

user.



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Products

are differentiated according to

product categories

Products

are differentiated according to

product categories

mySAP CRM Service: Product Master

Financing

Service

Material

Warranties

The product master delivers information about all the products a business buys and sells.Products can be material goods (for example, a PC) or non-material goods (such as services like PC

maintenance).

The product master is the central source of product-specific data. This data is stored in individual

product master records. A product master record contains the data needed for product management. This

data can be sub-divided as follows:

Data that describes the product (such as size and weight)

Data with control functions (such as item category group, which determines the item category of items

in a CRM sales order)

In order to control product-specific data, product master data is split up into the following groups

(product categories):

Material: All products in the conventional sense, for example, PCs, tables, lamps, software.

Service: All services, such as maintenance, preventative maintenance. Financing: Financial products, such as leasing

Warranties: Warranties are guarantees made by a manufacturer, vendor, or seller to a customer to

provide services for a certain period of time wholly or in part without charge.

Different product-specific data is obtained according to the selected product category.



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mySAP CRM Service: Product Category Service

Service Use in:

Service Process Item

Service Confirmation Item

Service Contract Item

Set types for Services:

Basic data: base unit

Transaction control fields

Duration of work

Resource requirements

Default values for servicecontracts and warranties

Products with category Service are maintained in the CRM system and don’t have to be transferred to theR/3 system. Set types appear as sub-screens on tab pages in product maintenance and are assigned to in

the Maintain Categories and Hierarchies.

The base unit of measure can be maintained in product maintenance only if the product was created in

the CRM system.

Transaction control fields contain the item category group, which is used to determine the item

category for a transaction item.

The duration of work is used as a default value in the service process item. It is then available as

information in subsequent resource planning. Resource requirements contain a default rule specifying

how the executing service organization, which is to perform the service, is determined automatically

in the service process item.

The default values for service contracts are the service profile and response profile. The service profile

defines the times when a customer is entitled to a service. You can specify the availability times in theservice profile. The response profile is used to generate date and time intervals for the performance of

service tasks. The system calculates the time interval within which a predefined task must be

performed with reference to the service profile to which the response profile is assigned. This set type

is available for service products for contracts.

Additionally to the comparable information given concerning service contracts you before you can

issue warranties, you must define basic conditions and requirements. These conditions and

requirements can be based specifically on your company, your products, your customers, and your

customer group, and differ from country to country or region to region.

The product type Warranty can be used in CRM Service for these purposes.



© SAP AG CR700 1-16

Warranties can be categorized as follows:

- Category of warranty: customer warranty, vendor warranty

- Validity: time-dependent, counter-dependent, time-dependent, and counter-dependent



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Overview of CRM Service: Unit Summary

You are now able to

Describe the integrated mySAP CRMarchitecture and technology

Provide a survey of the mySAP CRM Service solution

Describe the mySAP CRM Service key capabilities

Describe the different mySAP CRM Service

user interface options

Describe the relevant mySAP CRM Service data



© SAP AG CR700 1-18

Exercises

Unit: Introduction - CRM Service Overview

Topic: Service Products in SAP GUI and PCC UI

At the conclusion of this exercise, you will be able to:

• Create service products

• Identify the different kinds of service products

• Describe the build-up of the two different user interfaces(SAP GUI and PC UI)

Your organization offers various services for its customers. Since you

chose mySAP Customer Relationship Management as a solution, you

would like to become familiar with it.

1-1 Create a new service product that represents the service you provide to a customer inSAP GUI.

1-1-1 Log on to the CRM system. The trainer will provide a user name and password.

1-1-2 Which product types are available?

____________________________________________________________

Define the different product types.

____________________________________________________________

____________________________________________________________

____________________________________________________________

____________________________________________________________

1-1-3 Create a product master with product type Service and category SRV_SERV.

(Service: Purchasing).

1-1-4 Enter Product ID SRV## (## is your group number) and the Description

Technician Work Hour ##.

1-1-5 The Item category group is SRVO (service item), the Base unit H (hour).



© SAP AG CR700 1-19

1-1-6 The price for one work hour in sales organization Sales US and distribution

channel 14 (service) is 100.00 USD (US Dollar).

Select Condition type 0PR0 (price) for key combination sales

organization/distribution channel/product.

1-1-7 Assign the product to sales organization Sales US and distribution channel 14

(service), division 00. The sales unit in this sales area should be H (hour).1-1-8 The duration of work should be one H (hour).

1-1-9 Save your service master of product type service.

1-1-10 Your product should be a service for product IT1006 (Laserprinter Print-it now).

Change product IT1006 and enter product SRV## as a service for it.

Save your product.



© SAP AG CR700 1-20

OPTIONAL:

1-2 Because you are familiar with the process of creating a service product in SAP GUI and

named the different sections of the SAP GUI screen, you will now search for your newlycreated service product in the SAP portal to get to know this new interface, too.

1-2-1 Log on to the portal with user and password provided by your trainer.

1-2-2 Define the role concept in the portal. ____________________________________________________________

____________________________________________________________

____________________________________________________________

____________________________________________________________

____________________________________________________________

1-2-3 Describe the two different types of roles and give an example.

Type 1

___________________________________________________________ ___________________________________________________________

Example:

___________________________________________________________

Type 2 ___________________________________________________________

___________________________________________________________

Example:

___________________________________________________________

1-2-4 Open the Products area.1-2-5 Search for the product IT1006 using Advanced Search. (You could alternatively

search using Fast Search).

1-2-6 Browse through the different tabs and have a look at the data.

What happens after opening the Conditions tab?

___________________________________________________________



© SAP AG CR700 1-22

Solutions

Unit: Introduction - CRM Service Overview

Topic: Service Products in SAP GUI and PCC UI

1-1 Create a new service product that represents the service you provide to a customer inSAP GUI.

1-1-1 Log on to the CRM system. The trainer will provide user and password.

Choose SAP menu → Master Data → Products → Maintain Products

(COMMPR01).

1-1-2 There are four product types available:• Material:

All products in conventional sense, for example, PCs, tables, software.

• Service:

All products, such as maintenance, preventative maintenance.

• Financing:Financial products, such as leasing.

• Warranty:

Guarantees made by a manufacturer, vendor, or seller to a customer to

provide services for a certain period of time wholly or in part without

charge.Create a service product master.

Select Service.

Field Name or Data Type Values

For Category SRV_SERV

(Service: Purchasing)

Choose Continue.

1-1-4 General Data:


Service SRV##

Description Technician Work Hour ##



© SAP AG CR700 1-23

1-1-5 Service tab:


Item Category Group SRVO

Base Unit of Measure H (hour)

1-1-6 Conditions tab:


CTyp (= Condition Type) 0PR0 (Price)

Selection of key combination SAP004(Sales Organization

/Distribution Channel/Product)

Sales Organization Sales US

Distribution Channel 14

Amount 100.00 (e.g.)

Currency USD (US Dollar)

1-1-7 Sales & Distribution tab:

Select Assign.


Sales Organization Sales US

Distribution Channel 14

Select Enter .Sales: Control Fields / Quantities:


Sales Unit H (hour)

1-1-8 Service tab:Duration of Work:


Duration of Work 1 H (hour)

1-1-9 Save.



© SAP AG CR700 1-24

1-1-10 Assign your product as a service for product IT10006.

Choose Open Product


Product ID IT1006 (Laserprinter Print-it now)

Select Continue ( Enter).

Make sure you are in change mode. If not, use the Display <-> Change icon.

Choose Relationships.

Choose the Services tab:


Product SRV##

(Technician Work Hour)

Save.



© SAP AG CR700 1-25

OPTIONAL:

1-2 Become familiar with SAP portal.

1-2-1 Log on to the portal with the user name and password provided by your trainer.

1-2-2 Definition of the role concept in the portal:

• People-Centric CRM packages all content needed to perform a job function

as a role

• A role consists of work-sets for each business activity

• Each work-set provides pages to access all underlying applications neededto perform a task

1-2-3 There are two different types of roles:1) Transaction-driven roles:

• Focus on transactions to find, modify, or create data

• Provide access to transactions very quickly via 2nd-level navigation

• Have overview pages only for each entry in the 2nd-level navigation

• Have no detail navigation iView

• Focus on transaction-driven pages

Example of transaction-driven roles:

• Service Representative2) Information-driven roles:

• Focus on structured and unstructured information, reporting

• Provide overview pages to every kind of object

• Navigate between the pages via detail navigation on third level

• Focus on content from different sources in iViews

Example of transaction-driven roles:

• Service Manager



© SAP AG CR700 1-26

1-2-4 Open the products area. Select Products & Installations → Products.

1-2-5 Choose Open Advanced Search to search for the product IT1006.(You could also search using Fast Search).

Advanced Search pop-up:


Search Product

By General

Product Type Material

ID/Description IT1006

Choose Go.

1-2-6 Browse through the different tabs and have a look at the data.

What happens after opening the Conditions tab?

When opening the Conditions tab, a second tab area appears.



© SAP AG CR700 2-1

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Installed Base


7. In-House Repair


9. E-Service


Appendix



Object


4. Planned Services


Day 3

Day 1 Day 2



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Installed Base

Installed Base IBase) Management

Installed Base IBase) Customizing



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Installed Base: Unit Objectives

At the conclusion of this unit, you will be able to

Identify functions and contents of IBase

Create and know how to work with an IBase

Perform the customizing settings for IBase



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Installed Base: Business Scenario

Your customer’s technical equipment for

which they need services to be provided.



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Components

Product

Text

Installed base

Individual object

Customer-specific types

Components

Header

Category

External ID Description

Status (system/user)

Authorization Group

Partners

Address

Documents

Partners

Address

Documents

Installed Base: Structure

The IBases at the uppermost level (~ header) are used to structure the customer or business partner (forexample, company X, department Y, building M, branch A).

The IBase components are found at a lower level.

The set of installed objects at the customer’s site can be used to:

Determine the exact object for which a problem has been reported.

Determine in detail what the transaction refers to (for example, visit by field service representative,

repair by a service employee).

Determine which object is affected and the parts it consists of

(important information for technicians).

Document changes made to objects.

In addition to this direct use of the IBases data for individual service processes with the customer, IBase

data also forms the basis for additional evaluations, such as activities covered by service contracts and

statistics.



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Installed Base: Example of Component Structure

Client Server Installation xyzSold-to Party: Company 4711

Status: Operating

Contact Person: John Summer

Address: Walldorf, Neurottstr. 16

Contact Person: Pat Winter

Address: Rot, Max-Planck-Str. 1Application Server 02

Hard drive 50GB

RAM

Motherboard

Windows NT

Application Server 01

Hard drive 40GB

RAM

Motherboard

Unix

Identification: HD-98765

Identification: HD-43210

Individual Object ...

Installed Base ...

Text ...

Product ...Installed Base

Product Component

Text Component

Individual Object

You can use the IBases for storing your customer‘s structures and objects such as in the above examplefor technical equipments.

You can use different types of components within IBases:

Product components.

Text components.

- Text components can also be used for structure notes.

IBases as a component of another IBase.

Individual objects

- An individual object can only be assigned to one IBase component.

Therefore individual objects may not be copied.

- (An individual object can exist independent from an IBase).

Customer specific component types.

- For example, cars, washing machines, telephones and so on. can be grouped in object families.- An object family can be assigned to multiple categories

You can mix all component types within one structure in any way.



© SAP AG CR700 2-7

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Partner and address information

Status management

Time-based representation of IBase, showing

Create, change, display IBase

Relationships

Comparison of two IBase

Tree structure for IBase component navigation

Component structure and component detail view

Installed Base: Functions and Properties

IBase functions and properties: Partner and address information

- Header or component of IBase

- Multiple partners possible (sold-to-party, service employee group, responsible employee)

Status management.

- System status (created, inactive, ...); User status (operating, ...)

Time based representation of IBase, showing.

- Changes to IBase structure

- Adding / removing of IBase components

Create, change, display IBase

- Including changes of IBase in the past

Relationships

- Connecting counter, measurement point, qualification requirement and warranty Display, compare, change two IBases

- Display and compare two different IBases

- Display two different statuses for one IBases for to different times and compare them

- Changes to IBase structure (for example: the move of components between IBases)

Tree structure for installed base component navigation

- Cut, copy, paste

- Drag & drop

Component structure and component detail view

- Subordinate installed bases in installed base



© SAP AG CR700 2-8

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Integration

Qualifications

Warranties

Counters

Installed Base: Integration

Qualification:Qualification:

Speaks Spanish fluentlySpeaks Spanish fluently


Good hardwareGood hardwareknowledgeknowledge


Good projectGood project

management skillsmanagement skills

E.g. printer

Creation and linking of qualification requirements for a service employee to an installed base orcomponents.

Qualification requirements for the service employee...

determine the qualifications required by a service employee for servicing an installed base or the

components of an installed base, for example, welding permission.

are to be checked in the resource planning tool to see that the required qualifications for processing a

service order for a component match with the actual qualifications of the assigned service employee.

Creation and linking of warranties to components of an installed base.

Warranties may contain one ore more of the following...

a defined validity period; a link to an uniquely identified product, installation or object;

Coverage terms for parts, labor, and travel; Influence of pricing and financial management; Purchasing

information and tracking of aggregate warranty cost.

Option of assigning counters to components of an installed base.Data from counter readings are available for...

Follow-up scenarios:

Trigger maintenance order when specified counter reading is reached;

Check warranty claims (for example, based on operating hours).

Evaluation scenarios:

Reporting on usage, capacity; Calculation of consumption.

CRM billing from service documents:

Based on counter readings (for example, consumption).



© SAP AG CR700 2-9

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Two Counter Types

Counters

Installed Base: Counter Integration (1)

Measuring points have indicator character :

Non-monotone value outcomes

No overflow value

Typical measuring points:

Thermometer, Speedometer

Special case of a measuring point:

Oil meter reader:

Generally monotone decreasing but

with monotone and non-monotone times Overflow value

Miles

Hour

Speedometer (Miles/Hour)

Counters are measuring points with

counter character :

Monotone, sequenced value outcomes

Overflow value

Planned value

Integrated value check which defines counter as:

Forward counter

Backward counter

Typical counters:

Odometer, electricity meter (forward counter)

Water meter (backward counter)

Odometer (Miles)

Water Meter (Cubic Meter)

Measuring Points

Definition of counter specific wording: Counter Overflow:

The counter overflow indicates the value when the counter is reset to a defined value (in general to

zero), assuming it is a forward counter. (A backward counter resets to the overflow value when it

reaches a defined value (in general, when it reaches zero).

Example (automobile’s odometer):

As soon as the value reaches 99.999,99 (maximum value) the next value that displays will be 0,00

(minimum value).The overflow only affects the visible value displayed on the physical counter.

The system tracks the overall value (100.000,00). An indicator cannot have an overflow value.

- Minimum Value & Maximum Value:

Minimum value and maximum value allowed for this counter. The behavior is different for a

measuring point (indicator) or a counter.

For both, no reading will be accepted with a visible value on a reading less than the Minimum Value.(For a counter, if it is a backward counter and the visible value on the reading is greater than the

visible value on the previous reading, then it is assumed that a rollover has occurred and the overall

value is increased accordingly).

Planned Value:

The planned or target value. This may be used in validation rules or for statistical comparison with

actual values. For a Counter, one must also specify a planned time frame for the planned value.

Example (planned time frame for planned value):

99.999,99 km (~ planned value) per for example, 1 year (~ planned time frame). One uses the

Plan_Time field (for example, 1) in combination with the Plan_Unit field (for example, year) in the



© SAP AG CR700 2-11

SAP AG 2004

4 different Counter Views

Installed Base: Counter Integration (2)

Business Transaction

View

Administration View

Business transaction related:

• One order:

• Service order

• Service confirmation

• Service plan

• Counter reading entry

Administration View

Counter Search functions e.g.

•

•

Counter creation

•

Create Measuring Point

• Create Counter

Counter Reading functions e.g.

• Create Counter Reading

• Create Multiple

Counter Readings

• Display all Readings

• Display last Reading

Business

Transaction

View

Master Data

View

Administration View

External

View

Master Data View

Master data related e.g.• Counter Creation:

• Create Counter in:

• Individual object

• IBase component

•

Counter administration view: You can reach the counter administration view via the transaction: /ncrm_mpk_admin.

Counter readings relevant to execution of services are recorded for various purposes:

Recording service histories.

For example, recording mileage during technical inspection of a car.

Claiming services.

For example, recording number of times that customer was in contact with consultancy team during

project implementation.

Recording energy consumption.

For example, household gas or electricity readings.

Assessing warranty claims based on consumption.

For example, car warranty is only valid for the first 30,000 miles.

Scheduling service plans. For example, next maintenance work should be scheduled after 1000 operating hours.



© SAP AG CR700 2-13

SAP AG 2004

Reporting

Change of IBase in the past

Installed Base: Reporting

Maintenance of IBase in the past: IBase Maintenance (incl. enhancements for mobile clients):

IBase transports exact history of all changes made in the life cycle to the database.

Visualizes IBase changes.

- For entire IBase.

- For each IBase component.

3.0: Changes in IBase with current date/time only.

(IBase data can only be displayed in the mobile client. Changes to the data are

only possible in CRM online [exception: moving a component within an IBase]).

4.0: Changes of IBase can be backdated until the last change of IBase.

(Creation of an IBase and its components; copy & paste for component creation;

customer-specific components supported [set types are downloaded from CRM enterprise];

serialized components [creation & modification of individual objects];structural changes across IBases; partner maintenance; attribute maintenance;

Ibase history – display of structure on a previous date; notes & attachments exchange).

Action Log:

Who made what changes to IBase in the past at a glance

Reports where components of IBase are used

Reports all service orders for an IBase component



© SAP AG CR700 2-14

SAP AG 2004

Middleware / R/3 Integration

External interface (XIF) for IBase

Migration of R/3 equipments into CRM IBase

Enhancement of the equipment validation

service for R/3 serial numbers

Installed Base: Middleware - R/3 Integration

CRM Server

SAP Web

Application Server

CRM Middleware CRM Server

Applications

CRM Adapter

(Validation

Service)

External

Interface

Adapter

Groupware

Adapter

R/3 Adapter

Mobile Client

Adapter

BW Adapter R/3

External System

(Non SAP)

R/3 Equipments

Data Transfer of Equipments: One leading system for data changes:

- CRM: installed base changes in CRM w/o synchronization to R/3.

- R/3: installed base changes into CRM via update from R/3 only.

Initial/delta download communication via CRM Middleware.

Data transfer using external interface (XIF).

Data transfer from R/3 to CRM:

- Restricted to equipment and hierarchies.

- Mapped as individual objects.

Integration of CRM Installed Base with R/3 Master Data:

High tech customers are extensively using serial number to represent individual object in R/3.

Difference between serial numbers and equipments is a flag (both are in the same table).

Validation of equipments and serial numbers are separated due to this flag. Equipments turn to installed bases, serial numbers turn to individual objects.

The components of the equipments are stored as pointers on individual objects.

Only equipments are validated in a second step and routed to the mobile bridge.



© SAP AG CR700 2-15

SAP AG 2004

People-centric UI

For for example, IBase

Installed Base: People-Centric User Interface (UI)

Orientation Area

Search Area

Result List

Detail Area 1

Detail Area 2

The pattern-based People Centric UI screen design (to exemplify: IBase)with the following five areas:

Orientation area:

Preconfigured user role to preassemble content for complete business tasks and specific needs (for

example, service representative or – service manager: Welcome Mike Burton)

Path: Products & Installations→ Installations

Path: Products & Installations→ Individual objects)

Search area:

Fast search (personalization and configuration possible):- Show field: (e.g.) myFavorites etc.

- Get dropdown list: for example, Installed Base

- Go button triggers the fast search

Open Advanced Search (personalization and configuration possible):- Via Open Advanced Search button you trigger the opening of the Advanced Search area.

Result list:

The results of your (fast) search are shown in the result list.

, 5. Detail areas 1 & 2:

After selecting one result from the result list details concerning this result

can be shown in detail.



© SAP AG CR700 2-16

SAP AG 2004

Installed Base: Integration of Individual Object

Service cycle

IIndividual object ...ndividual object ...

IBase ...

Text ...

Product ...

IBase ...

Service Orders

Complaints

In-house repair

Service order and

confirmation

Service contract

Case management

Individual objects enable you: To track those uniquely, identified, specific objects in business processes.

Object history:

- partner history

- attribute / configuration history

- business document history

- object structure

- relationship history

Individual Object with reference to product:

- attribute set types

- relationships

- document links

To manage specific data valid for distinct individual objects and support the mappingof business processes that require a unique reference to a specific object.

For example:

- A service contract for an object.

Individual objects are comparable with equipments in R/3.



© SAP AG CR700 2-17

SAP AG 2004

Product versus Individual object:

Installed Base: Individual Object versus Product

IObjectProduct

e.g. IP address of a computer e.g. size of RAM of a computer

An individual object provides specific

data, valid for only one, uniquely

identified, single object

A product contains information on the

features of goods or services

With unique

IP number

Product versus Individual Object: The product contains general information about the goods or services it describes. However,

it cannot make a statement about individual objects that could possibly exist for the product.

Individual data that is valid for exactly one object is stored in the Individual object.

That means, that an Individual object is generally identified by a number, fixed relationship or

description. For example:

- ID number: the monitor of a computer with the manufacturer's serial number "xyz„.

- Location: Mr. Smith's washing machine at 25 George Street, London. Although the washing

machine does not have a serial number, it is not likely to be confused with any other washing

machine.

- Building with address: In addition, Individual objects can be used to represent objects relevant to the

business

environment that are not directly either service or sales process objects. You can categorize Individual objects in object families with the same types of object (for example,

household appliances and software licenses).

You can define the attributes that are relevant to each object family for the description of associated

individual objects as individual fields.

You can group the fields according to the requirements for representation on the interface.

Each Individual objects belongs to an object family.

Settings made at the object family level determine which fields

can be maintained for the objects.

All other settings related to objects are also made at the object family level.



© SAP AG CR700 2-18

SAP AG 2004

Installed Base: BW Integration of Individual Objects

BW Integration

Retrieve individual objectdata from BW

BW data as a basis for

analytical functions

BW Connection: Enabling evaluation of costs per component and IBase.

Retrieve individual object data from BW.

BW data as a basis for analytical functions.



© SAP AG CR700 2-19

SAP AG 2004

Installed Base:Channel Integration of Individual Objects

Interaction Center

Mobile Service - Laptop

E-Service - Internet

Channels

E-Service

Product self-registration

Field Applications

Mobile Service

Interaction Center

Sales, service

and marketing processes

IBase integration into service order: Processing of service orders and requests with reference to any component of a customer’s IBase.

CRM online, internet customer self-service, customer interaction center, mobile service.

IBase integration into service contract:

IBase components used to exactly specify service contract coverage for customers objects.

Service contract information visible from installed base.

IBase integration into interaction center:

Search and display customer’s installed base by partner, address or identification data in CIC

navigation area.

Detailed display of selected installed base in the CIC application area.

Ease-of-use transfer of selected installed base components into service process as reference

objects or spare part items.



© SAP AG CR700 2-20

SAP AG 2004

At the conclusion of this topic, you will be able to


Installed Base Customizing: Topic Objectives



© SAP AG CR700 2-21

SAP AG 2004

IBase category

Assign user status profile

Permitted component types

Assign partner determination procedure

Customer-specific component types

Individual objects

Object families

Attributes

Set types

Installed Base: Customizing Steps

The installed base category differentiates the business use of installed bases. You can use the SET/GET-Parameter IBV to set a default value for an installed base category.

Component types are SAP data. The settings control the program flow for each read or write access to the

installed base data. If you want to define your own object types, you must program a function group and

a class.



© SAP AG CR700 2-22

SAP AG 2004

Steps:

1. Define object family2. Define the fields (attributes)

3. Define groups of fields (set types)

4. Include set types in the API/BDOC structures

5. Define object family (part 2)

6. Create categories for object families

7. Initialise number assignment

8. Reserve set types for an object family

Steps for use in IBase management:

1. Assign object families to IBase categories

2. Define characteristics of object families

In AdditionIndividual Object: Customizing Steps

You can find the complete description of Customizing individual objects in the Implementation Guide(IMG) documentation for the IMG function

Perform Steps for Individual Objects.

Step 4 is necessary only if the changes are to be transported to a different system or if Installed Base data

will be transferred into the CRM system via API.

If you want to use descriptions for the individual objects, you have to assign the set type

COMM_PR_SHTEXT .

The transaction code for step 6 is COMMPROBJ .

Step 7 is done in the product number range maintenance.

You have to create a number range for external numbering.

Step 8 is optional and has to be performed only if you'd like to reserve a set type for individual objects so

that it cannot be used for products.



© SAP AG CR700 2-24

SAP AG 2004

Installed Base: Unit Summary

You are now able to

Identify functions and contents of IBase

Create and know how to work with an IBase




© SAP AG CR700 2-26

Exercises

Unit: Installed Base and Individual IObjects

Topics:

• Installed Base (IBase)

• Individual Object (IObject)

• Counter

In SAP GUI and PCC UI


• Create an IBase including IObject and Counter

• Maintain an IBase including IObject and Counter

Your customers have technical or other objects. Some of them are

individual while others include counters. The services you provide refer

to these objects.

1-1 Describe Installed Base (IBase).

1-1-1 Define the term IBase. _______________________________________________________________

_______________________________________________________________

_______________________________________________________________

_______________________________________________________________

_______________________________________________________________

1-1-2 Outline a scheme of a possible IBase component structure (including all differentcomponents that an IBase can contain).



© SAP AG CR700 2-27

1-2 Create Installed Base (IBase).

1-2-1 Log on to the CRM Service 4.0 training system with user name and password

provided by your trainer.

1-2-2 Choose SAP menu → Master Data → Installed Base → Create Installed Base.

(Transaction: IB51).

1-2-3 Create an Installed Base with IBase category Installed Base.

1-2-4 Enter your group number as external ID ## and the description IBase_Megastore##.

1-2-5 Assign the business partner with name ##MEGASTORE (## = your group number)as main partner with partner function Sold-to Party.

1-2-6 Enter an IBase address.

1-2-7 Assign the following IBase components in a 2-level hierarchy:

1) Products: IT1006 (Laserprinter Print-it now), IT1000 (PC Maxitech 1.200Professional), IT1104 (Colordrop Ink Cartridges). Each of them with quantity 1.

2) Text item Color printer related to the component IT1006 (Laserprinter Print-itnow).

3) You could also assign an IObject to your IBase (but you don’t).

Product versus IObject:What is the characteristic of a product (in comparison to an IObject)?

_____________________________________________________________

_____________________________________________________________

_____________________________________________________________

What is the characteristic of an IObject (in comparison to an product)? _____________________________________________________________

_____________________________________________________________

_____________________________________________________________

1-2-8 Save your first IBase. Note internal IBase number of first IBase.

___________________________________________________________

OPTIONAL:

1-2-9 Create a second IBase in the same way then you did the first one.

1-2-10 Save your second IBase. Note internal number of second IBase. ___________________________________________________________

1-2-11 Assign your second IBase as a component to your first IBase.

1-2-12 Save.



© SAP AG CR700 2-28

1-3 Change Installed Base (IBase).

1-3-1 Change your first IBase and replace the component IT1000 (PC Maxitech

1.200 Professional) with component IT1005 (Flatscreen Cormoran 17").

OPTIONAL:

1-4 Display Installed Base (IBase).

1-4-1 Display your Installed Base with valid-on time 10 minutes before actual time.

1-5 Change two Installed Bases (IBases).

1-5-1 Change both IBases you created before. Dismantle one component and install it

in the other installed base.

1-6 Installed Base (IBase) in PC UI.

1-6-1 Log on to the portal with the user name and password provided by your trainer.

1-6-2 Open the Installed Base area.

1-6-3 Search for the IBase you created first using Fast Search.

1-6-4 Look at the General and Detailed data concerning your IBase.



© SAP AG CR700 2-29

Unit: Installed Base and Individual Object

Topics: Customizing of Counter


• Maintain the customizing settings for Counters

2-1 Customize counter settings.

2-1-1 Create a new counter attribute. For creating a new counter attribute, maintain thefollowing data:


Counter attribute Z##_C_ATTR

Description Z##_Counter_Attribute

Unit of measure PC (piece).

Save.

2-1-2 Create a new counter category. For creating a new counter category, make a new

entry and maintain the following data:

Field Name or Data Type Value

Category Z##

Description Z##_Counter_Category

Input Mode Visible Value Save.

2-1-3 Review item categories settings for counters. Look at item category ZSRP to see

what settings have been maintained.

• Display counter

• Display reading

• One tab page



© SAP AG CR700 2-30

Save.



© SAP AG CR700 2-31

Solutions

Unit: Installed Base and Individual Objects

Topics:

• Installed Base (IBase)

• Individual Object (IObject)

• Counter

In SAP GUI and PCC UI

1-2 Describe Installed Base (IBase).

1-6-5 Define the term IBase:

An IBase represents a hierarchical component structure or setup of devices,machinery, products, and so on delivered to customer that can also includeintangible objects such as software packages and licenses.

The installed bases at the uppermost level are used to structure the customer or

business partner. The installed base components are found at a lower level.

1-6-6 Scheme of possible IBase component structure.You can mix all component types within one structure in any way.



© SAP AG CR700 2-32

1-2 Create Installed Base (IBase) in SAP GUI.

1-2-1 Log on to the CRM Service 4.0 training system with a user name and password

provided by your trainer.

1-2-2 Choose SAP menu → Master Data → Installed Base → Create Installed Base.

(IB51).

1-2-3 Select:


IBase Category 01 (Installed Base)

Select Enter .

1-2-4 IBase data:


Ext. ID ##

Description IBase_Megastore##

Click Enter.

1-2-5 Choose Goto → Partner in the menu bar.

Partner Assignment pop-up:


Function Sold-to Party

Partner ##Megastore

Main PartnerClick Transfer .

1-2-6 Choose Goto → Address in the menu bar. Enter required data in Address Maintenance

pop-up.Select Copy.



© SAP AG CR700 2-33

1-2-7 Enter the direct subordinate objects.

1) Product tab:


Product ID IT1006(Laserprinter Print-it now)

Quantity 1

Product ID IT1000

(PC Maxitech 1.200

Professional)

Quantity 1

Product ID IT1104

(Colordrop Ink Cartridges)

Quantity 1

Enter .

2) Enter a text item under the IT1006. Mark the product IT1006 (LaserprinterPrint-it now) in the structure-tree.

Text tab:


Description Enter text: e.g. Color printer

Enter .

3) Product versus IObject:Definition Product: A product contains information on the features of goods or

services (For example, size of RAM of a computer).Definition IObject:

An individual object provides specific data, valid for only one, uniquely identified,

single object (e.g. IP address of a computer).

1-2-8 Save your first IBase. Note the internal IBase number:

_______________________________________________________________



© SAP AG CR700 2-34

OPTIONAL:

1-2-9 Create a second IBase in the same way then you did the first.

1-2-10 Save your second IBase. Note the internal IBase number:

_______________________________________________________________

1-2-11 Assign your second IBase as a component to your first IBase.

Choose SAP menu→ Master Data→ Installed Base→ Change Installed Base.(IB52). Choose Enter .

Open your first IBase:


Installed Base Internal number of your firstIBase

Choose Enter .


Installed Base Internal number of your

second IBase

1-2-12 Save.

1-3 Change Installed Base (IBase).

1-3-1 Replace the product IT1000 with the product IT1005.

Choose SAP menu→ Master Data→ Installed Base→ Change Installed Base.

(IB52).

Select Enter .Open your first IBase:


Installed Base Internal number of your firstIBase

Select Enter .Mark the product IT1000 (PC Maxitech 1.200 Professional) in the structure tree.

Select Cut in the context menu.

Choose IBase_Megastore## in the structure tree Products tab:


Description IT1005

(Flatscreen Cormoran 17")

Quantity 1

Save.



© SAP AG CR700 2-36

OPTIONAL:

1-4 Display Installed Base (IBase).

1-4-1 SAP menu→ Master Data → Installed Base → Display Installed Base (IB53).

Field Name or Data Type Values Installed Base Number of your first IBase

Valid-on time 10 minutes before

Select Enter .

1-5 Change two Installed Bases (IBases).

1-5-1 SAP menu→ Master Data → Installed Base → Change Two Installed Bases.

(IB54).


IBase(left) Number of your first IBase

IBase (right) Number of your second IBase

Select Enter .

Drag one component from the left to the right side.

Save.

1-6 Installed Bases in PC UI.

1-6-1 Logon to the portal with a user name and password provided by your trainer.

1-6.1 Choose Products & Installations→ Installations.1-6.2 Fast Search:


IBase Number of your first IBase

1-6.3 Mark your IBase in the result list.

Double click. Browse through the different tabs and have a look at the data.



© SAP AG CR700 2-38

Unit: Installed Base and Individual Object

Topics: Customizing of Counter

2-2 Customize counter settings.

2-2-1 IMG path:

CRM→ Master Data → Counter → Maintain Counter Attributes.Select New Entries.


Counter Attribute Z##_C_ATTR

Description Z##_Counter_Attribute

Unit of measure PC (pieces)

Save.

2-2-2 IMG path:

CRM→ Master Data → Counter → Maintain Counter Categories.

Select New Entries.


Category Z##

Description Z##_Counter_Category

Input Mode Visible Value

Save.

2-2-3 Review item categories settings for counters. Look at item category ZSRP to see

what settings have been maintained.

IMG path:

Choose CRM→ Transactions → Basic Settings → Define Item Categories.

Choose SRV1.

In Dialog Structure on left side of screen, choose Assignment of Business

Transaction Categories.

Choose Service Process.

Double click on Customizing Item in dialog structure.

View the settings for Display Counter, Display Reading and One tab page.



© SAP AG CR700 3-1

SAP AG 2004

Service Contract & Entitlement


7. In-House Repair


9. E-Service


Appendix



Object


4. Planned Services


Day 3

Day 1 Day 2



© SAP AG CR700 3-3

SAP AG 2004

At the conclusion of this unit, you will be able to:

Identify functions and contents of service contracts

Create service contracts

Bill contracts

Describe the options for Service Level Agreements

Enter a contract with Service Level Agreements

Describe the effects of contracts on service processing

Perform the customizing settings for service contracts and

Service Level Agreements

Service Contract & Entitlement: Unit Objectives



© SAP AG CR700 3-4

SAP AG 2004

At the conclusion of this topic, you will be able to:

Create service contracts

Bill service contracts

Service Contract & Entitlement: Topic Objectives



© SAP AG CR700 3-5

SAP AG 2004

Service Contract & Entitlement

66

44

22

3311

88

55

Service Contract

Service Contract QuotationProduct & Warranty

Registration

Service Order

Service

Contract

Billing

Service Order

Escalation

Contract &

Warranty

Analysis

77

Service Order

Confirmation& Billing

Product registration of customer assets represented as installed base components and individual objects;multiple warranties can be assigned to registered products

Quotation for service contract Service contract specifying object coverage, parts and services entitlement, service levels and price

agreements Periodic billing of service contract using CRM billing engine, integrated to SAP R/3 financial and cost

accounting Service order processing with integrated validation of service contract and warranty entitlements Monitoring service level compliance of service order and triggering predefined escalation procedures Service order confirmation and billing according to service contract price agreements and warranty

entitlements Service level compliance analysis, Service contract profitability analysis, Warranty analysis



© SAP AG CR700 3-6

SAP AG 2004

Service Contracts

Represent long-term service agreement withcustomers about content and coverage of

services

Specify service levels a customer is entitled to

List the parts that are covered by contracted

services (for example, server, workstations,

printers)

Product list containing services and spare parts

included in contract entitlement

Contain price agreements for services and parts

Limit contracted services or spare parts in terms

of value and/or quantity

What is a Service Contract?

A service contract is a long-term agreement with business partners that specifies which services are beingoffered for that period. The service contract line item lists customer objects – installed base, installed base components, and products – that are covered by the contract line item.

Service level agreements list the level of service a customer is entitled to and contain functions formonitoring compliance with those terms. A contract may include contract-specific price agreements thatcontrol not only what is covered by the contract but also what prices may be charged for any workcovered by that contract.



© SAP AG CR700 3-8

SAP AG 2004

Object list

Object List & Product List

Objects (products, installed bases, or installed base components)

a contracted service is valid for; can be specified in an object list.

Product List

Services and spare parts that are covered by the contracted service;

limits can be set in terms of quantity and value

Each contract line item can specify a list of objects that are covered by the service product on that lineitem.

Installed bases and installed base components can be used as elements of this object list. The object list can also include products. Objects are entered on the Objects tab page at the line item level. You can display existing service contract data for each installed base in Installed Base Management. You can specify services and spare parts that should be covered by the contracted services in the product

list The product list can be specified by product, product category, or product range Items in the product list will automatically be validated against requested service during service and

repair order processing

Value / Quantity Limits: Limits can be set in terms of value and/or quantity for contracted services or spare parts



© SAP AG CR700 3-9

SAP AG 2004

Price agreements for services and parts can be maintained

within a service contract.

They are then applicable for any service process referring to

the service contract.

Header price

agreements

Item price

agreements

Billing

Consideration of

price agreements

Service process with

contract reference

Item 10

Repair service

Price Agreements

Price agreements are contract-specific prices, discounts or deductions. They determine which services are covered wholly, partially, or not at all by the contract. For example, a price agreement can define that all spare parts are free of charge, and that the installation

of spare parts is to be invoiced at the rate of $25 per hour. If you perform service processes with reference to the contract, the system takes these price agreements

into account when billing from the service process. This means that the customer is billed only for those expenses not covered by the contract. Price agreements have no effect on periodic contract billing. The amounts charged for periodic contract

billing result exclusively from the header and item conditions of the contract.



© SAP AG CR700 3-10

SAP AG 2004

Contract billing using CRM Billing Engine

Billing requests generated from contract itemsaccording to billing plan

Transferred to billing engine for billing

Document link between service order and

service contract allowing

Billing of service process with reference to service

contracts pricing conditions

Service order cost settlement to service

contract's cost accounting object

Service Contract Billing

Service contract line items have a billing plan, which controls periodic billing. Billing requests are generated from the billing plan according to its customizing, and are transferred to

the billing engine directly. Service processes assigned to service contracts may incur costs that are not entirely covered by the

contract. These services may be billed at a special rate based on conditions in price agreements in thecontract.

When the service order is billed, these conditions will apply automatically.



© SAP AG CR700 3-11

SAP AG 2004

SAP CO integration of service contract with SAP R/3

cost accounting object, collecting

Revenues from contract's billing plan

Costs from service orders referring to contract

SAP BW integration of service contract data

Aggregated relevant data on contract header and item level

from mySAP CRM and SAP CO

CRM OnlineCRM Online

SAP BW

Controlling Integration

Service contract revenues can flow to SAP R/3 Controlling. Any costs associated with service orders assigned to a service contract can flow to SAP R/3 as well and

are collected on contract level.

SAP BW can report on service contract data from mySAP CRM and other SAP or non-SAP systems.

The controlling integration is defined in the same way as for service processes. You can choose between

single object and mass controlling. Service process costs are collected in the CO cost object associated

with the contract.

BW provides the following analysis:

Service Contract Analysis

- Identifies contract products with a high net value

- Overview of the value and volume of active service contracts

- Monitors customer satisfaction with services performed under contracts

Service Level Compliance Analysis- Rate of completion on schedule with completion dates determined by service level agreements

- Overview of delayed and on-schedule services

- Monitors the punctuality of services

- Enables quality analysis in service organizations



© SAP AG CR700 3-12

SAP AG 2004

Method 1: Convert Service Contract

Quotation into Service Contract

Quotation item status:

Quotation accepted

Quotation rejected

Order item status:

Quotation accepted

Quotation

Service Quotation

(Contract)

Result 1

1 document

ServiceQuotation

Contract

Item 1

Item 3

Item 2 ConvertConvert

Item 1

Item 2

ServiceQuotation

Contract

Item status

indicates whether the item belongs to:

Quotation (Quotation, Quotation) or

Order (Quotation accepted )

Item 3

Method 2: Create Service Contract

as Follow-up transaction

Service ContractService Quotation

Result 2

2 documents

Contract

Quotation

Item 1

Item 3

Item 2

Quotation item status:

Quotation accepted (1,2)Quotation (3)

Follow-up documentFollow-up documentItem 1

Item 2

Service

Contract

Order item status:

Open (1,2)

Copy Service Contract Quotation items with status Quotation

accepted to Service Contract by using button

Service Contract Quotations

Service Contract Quotations: have a defined validity can contain services, materials, spare parts and expense items have the system statuses “Request for Quotation”, “Quotation”, “Quotation Accepted” and

“Completed” can be copied or converted into a service contract

Method 2: only Service Contract Quotation items with status “Quotation accepted” can be copied into Service

Contract



© SAP AG CR700 3-13

SAP AG 2004

Service Level Agreements: Topic Objectives



Describe the effect of contracts on service processing



© SAP AG CR700 3-14

SAP AG 2004

Service Level Agreements (1)

Service level of contracted services specified on contract

item level

Determines the delivery of contract based services for ensured

service hours, response time, and so on

Allows escalation procedures to monitor compliance of service

fulfillment with SLA

Controls the pricing of services according to

chosen service level

Controls processing of service processes

referring to the contract,

for example, service due dates

Influences pricing of service contract and

service processes referring to the contract

Service level agreements are a subset of contracts where the customer is assured the performance ofcertain services within a predefined period of time.

For example, if a problem occurs on a customer’s machines, the customer is assured that a technician will be on site to repair the fault within a specified amount of time.

Contract pricing can be determined based on the response time desired for the contract line item. Service process deadlines can be influenced by contract line item. Service profiles and response profiles are assigned to the service product master. When the service product is added to the line item, the profiles are copied into the contract item. The service profile and response profile can be viewed on the Service Data tab. This profile is a default. You may choose another profile for the contract line item. Contract pricing can be based on the profiles (a standard price on the product level, an extra charge

depending on profile chosen). This is done via the condition technique of pricing.

In standard customizing, condition 1305 is delivered for extra charge depending on service window and1306 for extra charge depending on response profile. You can view this on the Condition Detail tab.



© SAP AG CR700 3-15

SAP AG 2004

Standard SLA parameters delivered by SAP,

allowing to specify time frame of service availability

ensured first reaction time

ensured call closure time

According to the Service window and esponse

time profile fields provided by SAP within

service product master

service contract item

Service Level Agreements (2)

Response time: How long it will take to respond to the customer need – call back within specified time,technician on site within a specified time

Service window or Availability time: Working hours of the Service or Support Center Downtime: Maximum number of breakdowns per year Availability: Percentage of assured system availability Solution time: Maximum period of time allowed for the solution of a problem. The SLA parameters Response Profile and Service Profile are standard delivered. You can create additional parameters using customer-specific set types. Processing of the data from the

set type occurs using Business Add-Ins (BAdIs).



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SAP AG 2004

Monday Tuesday

Service profile

8am -12pm / 1pm - 5pm

Response profile

8 hours

4 hours

2 hours

7am - 7pm

8 hours

4 hours

2 hours

8am 12pm 6pm 8am 12pm 6pm time

Notification received

Availability Time and Response Time Example

In this example, the response times determined are displayed for a call received on Monday at 12 p.m. Service profile: 8a.m. - 12p.m. / 1p.m. - 5p.m. Response time - 8 hours: response by Tuesday 12 p.m. Response time - 4 hours: response by Monday 5 p.m.

Response time - 2 hours: response by Monday 3 p.m. Service profile: 7a.m. - 7 p.m. Response time - 8 hours: response by Tuesday 8 a.m. Response time - 4 hours: response by Monday 4 p.m. Response time - 2 hours: response by Monday 2 p.m.



© SAP AG CR700 3-17

SAP AG 2004

Service Level Agreements - Enhancements

Two options to enhance SLA function by customer

specific parameters, for example, system availability

level and number of downtimes, using either

1. Service product configuration to specify

service level of contracted item incl. pricing

determination

2. Field extension provided for contract item

to specify service level from customer fields

Enhancement of service level agreement parameters according to customer needs (1): Use of configurable service products with customer-specific SLA parameter fields SLA configuration values specified on service contract item level Pricing determination from variant conditions of service product

SLA dependent service processing ruled via customer exit No system modification

Enhancement of service level agreement parameters according to customer needs (2): Use of customer-specific field extension provided for service contract item Customer's SLA values from service products (without configuration)

Pricing determination using customer-specific append to communication structure SLA dependent service processing ruled using customer exit Screen sequence control modification to integrate customer sub screen into contract item

Example of monitoring a service level agreement: An escalation for a missed deadline could occur as follows:

The responsible processor is informed when the service process is still not in process after 2 hours. The department manager is informed when the service process is still not in process after 3 hours. The customer service manager is informed when the service process is still not in process after the time

in the service window has run out.



© SAP AG CR700 3-18

SAP AG 2004

Service Contract Structure

I t e m D

a t a

Service Item

SLA

• Business Partner

• Sales / Service

Organization

• Validity Dates

• Ibase

• Item Status

“Released” H e a d e r D a t a

Price

Agreements

Service Item

SLA

• Business Partner

• Sales / Service

Organization

• Start Required Date

• Ibase

Price

Agreements

Copy

Copy

Copy

Determination criteria

=

=

=

Service Contract Service Process

=

According to the settings in Customizing, when creating a service process with a transaction type forwhich contract determination is activated, either you are requested to select a contract, or the system

determines the contract, and copies it automatically to the transaction. Contract determination occurs in

the system based on the following selection criteria:

Partner: The sold-to party in the service contract and in the service process must be identical.

Sales and Service Organization: The sales organization and the distribution channel must be identical.

If the service organization is processed in the service contract, it must be identical to the one in the

service process.

Status: The status of the service contract item must be Released.

Validity: The date in the Start Required by Customer field in the service process must lie within the

validity period of the service contract item.

Object List: The reference object from the service process must be entered in the object list for the

service contract item. Copying Control: The copying of contract items to transaction items must be set in Customizing.

Service contract information is readily visible from any service process assigned to a service contract

Services and spare parts available with a selected contract are proposed to copying to a service order. A

release order list shows history of service orders relating to value/quantity service contract items.

Service delivery dates are calculated based on SLA of selected service contracts.



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SAP AG 2004


Describe the features of warranties

Describe the effect of warranties on service processing

Warranties: Topic Objectives



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SAP AG 2004

Warranty - Definition

A warranty is a promise made to the customer

Guaranteeing that a product is without defects

With a validity for a specific period

defining entitlements for repair or exchange of defect

parts

Wholly or in part without charge

Warranties will be created in product master data maintenance using the product type Warranty. Following information can be entered for a warranty: Warranty Category (Customer / Vendor warranty) Warranty Basis (Time / Counter / Time-/Counter dependent)

Warranty Period Accounting Indicator (criterion according to which you can differentiate between billable, non-billable,

and partially billable products for pricing and controlling purposes) Warranty Catalog (for including/excluding catalogs, code groups or codes) Warranty Services (for including/excluding products, product groups, item categories or item object

types) Warranty Counter Data (for specifying the counter readings up to which the warranty is valid)

This data is validated in the service transactions during the warranty check against the item data in the

transaction.



© SAP AG CR700 3-21

SAP AG 2004

IBase

Component

IBase

Component

Installation

Relationship

Installation

Relationship

Warranty

Master

Warranty

Master

e.g. Individual

Object

Attributes:

Start date

Rule start

End date

Rule end

Warranty category

(customer)

Warranty Basis

(time, counter,

time and/or counter)

Period

(validity)

Subjects

(including, excluding)

Services


Rule Start

(e.g. Iobject

installation date)

Rule End

(e.g. start date + runtime)

Warranty category

(customer)

Warranty Basis

(time, counter,

time and/or counter)

Period

(validity)

Subjects


Services


Rule Start

(e.g. Iobject

installation date)

Rule End

(e.g. start date + runtime)

Product Master Product Master

Warranties - Assignment

Relationships

Assignment and tracking of warranties Product master

Warranty information for Individual Objects created with reference to product, for example, productregistration using e-Service

Warranty information for non-individualized customer products, for example, complaint processing forconsumer products

Individual Object

Assigned automatically when referencing a product master Date attributes of Individual Object such as delivery date, installation date, can be used for start date

determination Installed Base component

Rule based or manual maintenance of warranty start date

Allows multiple assignment of warranties



© SAP AG CR700 3-22

SAP AG 2004

Service Process – Warranty Validation

Automatic check in Service Order, Repair Order and

Complaint

Check for coverage of product that is subject of service including

scope of entitlement (e.g. free parts and labor)

Repeated warranty validation when relevant data has changed,

e.g. damage code after inspection

Relevant warranty data displayed and stored in document

Warranty Pricing and Billing Integration

Immediate determination of influence on pricing and billing

Accounting indicator copied as default from warranty

Pricing conditions based on accounting indicator

Rule-based Warranty Cost Assignment

Immediate determination of influence on cost settlement

According to the settings in Customizing, when creating a service process with a transaction type forwhich warranty determination is activated, the system determines the warranty and copies itautomatically to the transaction. Contract determination occurs in the system based on the Installed BaseComponent.

Relevant warranty information is visible from any service process a warranty is assigned to. Full control of warranty expenses through rule-based warranty cost assignment Warranty Analysis Provides information about the amount of products with or without warranty Monitors expired warranties per Installed Base and Individual Object

Warranty expense analysis



© SAP AG CR700 3-23

SAP AG 2004

Service Contract & Warranty Customizing: TopicObjectives


Perform the customizing settings for service contracts

Perform the customizing settings for warranty management



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SAP AG 2004

Transaction Type

Item Category

Date Management

Pricing Conditions

Actions

Cancellation

Service Contract & Warranty Customizing

Certain functions are prerequisites for working with all contract types. Before you create a contract in theonline application, you make the following Customizing settings in the IMG for CRM: Date management: You must define the date profiles for key dates in a contract, for example, start and

end date for sales and service contracts, and interim period for lease contracts.

Actions: This is an optional function. You can customize the system to automatically plan and triggerspecific follow-up actions, such as a follow-on document.

Pricing conditions: You determine the conditions that can be used for price agreements in contracts. Cancellation: You can use the cancellation procedure to define and evaluate the various reasons for

canceling a contract.

The first three settings are available under CRM → Basic Functions.

The last setting is available in the IMG under CRM→ Transactions → Settings for Contracts.



© SAP AG CR700 3-25

SAP AG 2004

Define transaction type:

Transaction attributes and characteristics:

Controlling attributes

Leading business transaction category

Assign business transaction categories:

Additional business transaction categories

Dependent of leading business transaction category

Customizing at header level:

Different settings according

to business transaction category

Service Contract Customizing - Header

Standard delivered contract type: SC (service contract) & SCC (service contract (Value/Quantity) The quantity/value service contracts has the entry C (=Service: Target Value and Quantity) in the

Quantity/Value Contract field in the details of the service contract If the standard transaction types are not adequate for the representation of your business processes, you

can define your own transaction types in Customizing under Customer Relationship Management →

Transactions→ Basic Settings → Define Transaction Types. For each transaction type, you can definethe different attributes that are required for a business process.

Attached to transaction type:

Text determination procedure Partner determination procedure Status profile Number range

Increment item number and increment sub-item number Organizational data profile Early number assignment

Each transaction type is assigned to a business transaction category. Service contract is a businesstransaction category of its own.



© SAP AG CR700 3-26

SAP AG 2004

Define item category:

Item attributes and characteristics:


Item object type


Assign business transaction categories

Only certain combinations are permitted

Customizing at item level:

Different settings according to business

transaction category

Service Contract Customizing - Item

First you define the general settings that are the same attributes for all types of item categories. General data: Item object type Profiles

- Text determination procedure- Partner determination procedure- Status profile- Orgdata profile for partner processing- Date profile- Action profile- Condition group- Configuration data

In the second step, you define the business context for which the item category is used. The available

settings differ depending on the assigned business transaction category. The business transactioncategory Sales contains billing data, pricing data and completion rule (here you can define whether itshould be possible to exceed the quantity/value or not).

The standard item category used for service contracts is ‘SCN (SAP Standard Service Contract Item)’. If the standard item category does not fulfill your requirements, you can define your own item categories

in Customizing under Customer Relationship Management → Transactions → Basic Settings → Define

Item Categories.



© SAP AG CR700 3-27

SAP AG 2004

Date Profiles consist of:

Date rules

Date types

Durations

Reference Object

Date Profiles consist of:

Date rules

Date types

Durations

Reference Object

Important dates used in contracts:

Validity Dates: Start and End of Contract

Cancellation Dates

Billing Plan Dates

Date Management Configuration

Because a key component of the contract is an agreement for a certain length of time with customers,dates are crucial to contract configuration.

Dates are controlled within the contract by a date profile. The date profile is assigned to the transactiontype and the item category.

Date profiles contain date rules, date types, durations and reference objects allowed. Date rules determine a date, for example, quarterly, first of the month, start date plus validity, today’s

date. Date types are the types of dates we find as various fields in the contract, for example, contact start date,

end date, acceptance date, cancellation date, or dates to or from on a billing plan. Duration gives us periods such as the validity period of a contract. A reference object is where the system draws the date from, such as from the database or from a

customer.



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SAP AG 2004

Transaction

Type

Transaction

Type

Cancellation

Rule 1

Cancellation

Rule 1

Cancellation

Procedure

Cancellation

Procedure

Cancellation

Rule 2

Cancellation

Rule 2

Service Contracts: Cancellation

Cancellation: You define a cancellation procedure that brings together configuration from cancellationrules and optionally, a cancellation party.

Cancellation rules specify dates during which the cancellation can take place. Cancellation procedures must have at least one rule, but may have more. Cancellation procedures may

specify a party, but then can be invoked only when that party is the canceling party. If you leave the field blank, all canceling parties can use this rule.

Standard procedure 0001 comes shipped. It contains the two cancellation rules, 0001 and 0002. Cancellation rule 0001 – allows cancellation immediately up to two weeks after contract start date Cancellation rule 0002 – allows cancellation with a notice period of up to 3 months at end of year

Cancellation reasons are a list of reasons you enter that are to be used in the contract to indicate why a party is canceling. These can be very useful for analysis at a later point.



© SAP AG CR700 3-29

SAP AG 2004

Contract Customizing - Price Agreements

Price agreements are contract-specific

conditions which affect work done in

service processes assigned to thecontract.

Allowed condition types are assigned to

a group.

The group is assigned to item categories

and transaction types for contracts.

These same condition types must be

used in the pricing procedure of the

service process for the price agreements

to automatically apply.

Contractual price agreements take effect with billing from a service process with a contract reference. The price agreements are considered if they belong to the contract header or contract line item to which

the service process was assigned. The same condition types used in the contract must be assigned to the pricing procedure for the service

process.



© SAP AG CR700 3-30

SAP AG 2004

Customizing SLA Escalation Management

Make settings in

Escalation Management

to control whichprocesses are triggered

when deadlines are

missed

Assign the date profile to

the item category

Assign the action profile

to the item category

The system can monitor when dates that are defined in the SLA parameters are exceeded. This is done bymaking settings in Escalation Management. You can use Escalation Management to determine anydeadline you want to monitor and which subsequent processes you want to trigger when a date for thisdeadline is exceeded.

Assign the date profile SLA Data at Item Level to your service process item category in the activity Assign Date Profile to Item Category and do the same thing for the action profile Monitoring SLA

Deadlines in the activity Assign Action Profile to the Item Category. Set up the selection report for performing the actions (transaction SPPFP ) according to your requirements.

You can also enhance the action profile using your own action definitions. If you want to use your ownSmart Form as an output medium, enter the name of the Smart Form in Action Processing and define theschedule and start conditions for definition of the action.

Example

You use the SLA parameter First Response Time. The first response time is exceeded in a service process. An e-mail is generated and sent automatically to remind the employee responsible about this process and provide him or her with the most important transaction data.

As an enhancement to this escalation, a second e-mail can be sent to the same person or to a different person after an additional period of time has expired.



© SAP AG CR700 3-32

- To use them in the product master, you have to use the set type Warranty.



© SAP AG CR700 3-33

SAP AG 2004

You are now able to:

Identify functions and contents of service contracts &warranties

Create service contracts & warranties

Bill contracts


Enter a contract with Service Level Agreements

Describe the effects of contracts on service processing

Perform the customizing settings for service contracts,

SLA & warranties

Service Contract & Entitlement: Unit Summary



© SAP AG CR700 3-35

1-1-5 Create a price agreement for the product R-1160 on item level.

Field Name or Data Type Description

Condition Type 0PAR (Item Discount Contract – SAP00090)

Amount 10

1-1-6 Release the items (expand the toolbar on the header level) and save the servicecontract.

Your service contract number: __________

2-1 Create a new service order. Check whether your newly created service contract will be

determined and can be assigned to the service order.2-1-1 Create a service order with transaction type Service Process using the following data:


Sold-to Party ##Megastore

Description Harddisk problems ##

Product R-1160 (Quantity 1)

2-1-2 Assign the service contract you have created in the previous exercise.

2-1-3 Check the Prices on item level:

Has the discount from the service contract been copied? _______________

2-1-4 Check the contract assignment on item level.

2-1-5 Release the items and save your service order.

Your service order number:

__________



© SAP AG CR700 3-36

Unit: Service Contracts & Entitlements

Topic: Billing of the Service Contract


• Bill the service contract

• Check the creation of an internal order

• Post the revenues to CO

Your long-term agreements (contracts) with your customers will be billed on periodically basis (for example, monthly).

You can use CRM billing to create invoices.

1-1 Perform an individual billing of the previously created service contract.

1-1-1 Go to Maintain Billing Due List and enter the number of your service contract, then press F8 (Edit).

1-1-2 Select the row with the actual month and perform an individual billing for this item.

1-1-3 Save.

1-1-3 Search for your billing document.

1-2 Check the creation of the internal order in R/3. Search for your internal order:

1-2-1 Use F4 search Internal Order created from CRM Service.

1-2-2 Enter the transaction number of your service contract in the Business Transaction field and check the Master Data.



© SAP AG CR700 3-38

Exercises

Unit: Service Contract & Entitlements

Topic: Warranty


• Identify warranties within the processing of business transactions inService

• Specify the effect of warranties on pricing and billing

A warranty is a promise made to the customer

- guaranteeing that a product is without defects

- with a validity for a specific period- defining entitlements for repair or exchange of defect parts- wholly or in part without charge

1-1 Assign a warranty to a component of your installed base.

1-1-1 Open the installation for your BP ##Megastore.

1-1-2 Assign the following warranty to the IBase component:


Warranty WP_001

1-1-3 Save your changes.

1-2 Create a new service order and check whether the warranty you just examined will bedetermined in the document.

1-2-1 Create a service order with transaction type Service Process using the followingdata:



Description Notebook warranty ##

1-2-2 Enter a Spare Part Product:


Product R-1130

Please select No assignment when the pop-up appears!



© SAP AG CR700 3-39

1-2-3 Assign the installed base component for your business partner ##Megastore asReference Object on item level:

1-2-4 The system displays a message that valid warranties were found. Check theWarranties tab on item level:

Which warranty was found? ______________

Which accounting indicator was found? ______________What is the impact of the accounting indicator on the prices?

_______________________________________________

1-2-5 Release the items and save your service order.

Your service order number: __________

1-3 Create a confirmation for your service order.

1-3-1 Create a confirmation as a follow-up transaction for your service order.

1-3-2 Copy all items into the confirmation.

1-3-3 Check whether the warranty data has been copied into the service confirmation.

Is it the same warranty as in the service order? __________________

1-3-4 Check the prices.

Does the accounting indicator impact the prices? How?

________________________________________

1-3-5 Complete items and save your confirmation.

Your confirmation number: _____________



© SAP AG CR700 3-40

Solutions


Topic: Service Contract

1-3 Create a new service contract.

1-3-1 Log on to the Portal with the user name and password provided by your trainer.

Go to Field Service→ Contracts and create a service contract with transaction typeService Contract

Choose Create.

In the pop-up, choose Service Contract .

Field Name or Data Entry Description


Description Contract ##

Choose Add Entry


Product SER_021

Quantity 1

To confirm the entries, choose Enter .

1-3-2 Assign your previously created installed base on item level.

Choose the Installed Base tab

Select Add Entry and enter the number of your IBase.



© SAP AG CR700 3-41

1-3-3 Maintain the following products in the product list:

Choose Product list tab

Choose Add Entry


Product 1 SRV1_4

Product 2 R-1130

Product 2 R-1160


Choose Price Agreement tab

Choose Add Entry


Condition Type Item Discount Contract –SAP00090

Product ID r-1160

Amount 10

Enter

1-1-5 Release the item and save the service contract.

Choose Status tab (on item level)

Select Add Entry and select the status Released in the drop down box.

Save


2-1 Go to Service & Support→ Orders and create a new service order. Check whether

your newly created service contract will be determined and can be assigned to theservice order.

2-1-1 Create a service order with transaction type Service Process.

Choose Create



© SAP AG CR700 3-44

Solutions


Topic: Billing of the service contract

1-1 Go to IDES→ Billing and perform an individual billing of the previously created servicecontract.

1-1-4 Go to Maintain Billing Due List and enter the number of your service contract, thenchoose F8 (Edit).

Choose CRM Billing as Billing Engine Application:

Enter your service contract number in the selection screen, then choose F8:


1-1-6 Save.

1-1-4 Go to Field Service→ Billing and search for your billing document.

Choose Open Advanced Search and enter your business partner number in the Payer field.

Choose the Search result to display the details.

1-2 Go to R/3 Integration→ Display Internal Order and check the creation of the internalorder in R/3.

Search for your internal order:

1-2-1 Use F4 search Internal Order created from CRM Service.

1-2-1 Enter the service contract number in the Business Transaction field and perform thesearch.

Check the Master Data.



© SAP AG CR700 3-47



Sales & Support→

Orders Choose Create

Choose Service Process in the pop up menu

Enter the following information:




1-3-2 Enter a line item for a Spare Part Product

Products tab

Select Spare Parts from the drop-down box.

Choose Add Entry.


Product R-1130

Quantity 1

Choose Enter :

Select No Assignment in the pop-up of the service contract assignment:

1-2-3 Assign your installed base component as Reference Object on item level:

Reference Object tab (item level)

Choose Add Entry

Search for component by installation data for the installed base component with thewarranty assigned.


Search Component

By Installation Data

Ext ID *##* (search for yourgroup number withasterisks)



© SAP AG CR700 3-48

Choose the component with the identification A010036.

Enter


Warranty tab

Which warranty was found?

WP_001

Which accounting indicator was found?

Goodwill

What is the impact of the accounting indicator on the prices?

Prices tab

See condition type 2308 with 100% discount.

1-2-5 Save your service order.

Your service order number: _____________


1-3-1 Create a confirmation as a follow-up transaction for your service order (expand the

toolbar on header level).Choose Expand

Choose Create Confirmation

Choose Confirmation in the pop-up box.


Choose Copy All .

After you selected the Copy All button, the green light in the Transfer column turns

into a checkmark.


Go to the Products tab.

Choose the Warranties tab (on the item level).

Is it the same warranty as in the service order? Yes.



© SAP AG CR700 3-49


Prices tab


The accounting indicator is found by the access sequence of the condition typeZ308.


Choose Expand .

Choose Complete Items in the expanded menu.

Save.

Your confirmation number:

_____________



© SAP AG CR700 3-50

Solutions


Topic: Service Contract

1-1 Create a new service contract.

1-1-1 Log on to the SAP GUI with the user name and password provided by your trainer.

SAP Menu→ Service→ Service Contracts and Service Plans→ Maintain Service

Contracts. and create a service contract with transaction type Service Contract

From menu at top: Business Transaction→ Create

Choose Service Contract Enter the following information:.



Ext Reference Contract ##

Add a line item:


Product SER_021

Quantity 1

To confirm the entries, choose Enter .

1-1-2 Assign your previously created installed base on item level.

Double click on the line item or use the Expand Data Areas button.

Choose the Object list tab


Installed Base Your installed base

1-1-3 Maintain the following products in the product list:

Choose Product list tab


Product 1 SRV1_4

Product 2 R-1130



© SAP AG CR700 3-51

Product 2 R-1160


Choose Price Agreement tab


Condition Type 0PAR (Item DiscountContract – SAP00090)

Product ID r-1160

Amount 10

Enter

1-1-5 Release the item and save the service contract.Choose Status tab (on item level)

Select Set Status and select the status Released in the drop down box.

Save


2-1 Create a new service order. Check whether your newly created service contract will bedetermined and can be assigned to the service order.

SAP Menu → Service→ Maintain Service Process

2-1-1 Create a service order with transaction type Service Process.

From menu at top, choose Business Transaction →Create

Choose Service Process:



Description Hard drive problems ##

Product R-1160

Quantity 1

2-1-2 Assign the service contract you have created in the exercise before.



© SAP AG CR700 3-52

After choosing Enter to confirm the product ID, a pop-up appears. Select thecontract and choose Contract Assignment

2-1-3 Check the Prices on item level.

Choose Item Details

Conditions tab

Has the discount from the service contract been copied?

Yes, the discount has been copied.

2-1-4 Check the contract assignment on item level.

Contract data tab

View the contracts information.


Save

Your service order number: __________



© SAP AG CR700 3-54

Solutions


Topic: Billing of the service contract

1-1 Perform an individual billing of the previously created service contract.

SAP menu→ Service→ Billing→ Maintain Billing Due List

1-1-1 Enter the number of your service contract, then choose F8 (Edit).


Choose the row for this month.

Choose Individual Billing.

1-1-3 Save.

The line that has been billed will be marked with a green dot.

1-1-4 View the billing document.

SAP menu→ Service→ Billing Maintain→ Billing Documents

Enter search criteria


Payer The BP number for##Megastore

Choose Maintain Billing Documents to display the details.

Highlight the row and choose Details .

1-2 Check the creation of the internal order in R/3.

1-2-2 Log into the R/3 system using the user your instructor gives you.

SAP Easy Access Menu→ Accounting→Controlling→ Internal Orders→ Master

Data→Special Functions→Order→ Display

Use F4 in the Order field.

Choose the search help Internal Order created from CRM Service.

1-2-3 Enter the service contract number in the Business Transaction field and chooseStart search.

Choose the line by doubleclicking

Choose Master Data



© SAP AG CR700 3-56

Solutions


Topic: Warranty

1-1 Assign a warranty to your customer’s installed base.

1-1-1 Open up the installed base which has been created for your ##Megastore customerin your CRM system.

SAP Menu→ Master Data→ Installed Base→ Change Installed Base (IB52)

Choose F4 for search help in the Installed Base field.Use the Text = Description search tab


Description ##* (your group numberfollowed by an asterisk)

Enter

Choose the IBase with the description ##Megastore Installation. (This is a pre-existing IBase that you did not create)

Choose Enter to display the IBase.

1-2-4 Assign a warranty to the IBase component.

Choose the Notebook Basic 15 component with the identification A0100036.

Choose Relationships

Warranty tab

Enter the following warranty information:


Warranty WP_001

Enter .

1-2-5 Save

.




© SAP AG CR700 3-57


SAPMenu→Service→ Maintain Service Processes

Choose Business Transaction→ Create

Choose Service Process





1-3-3 Enter a line item for a Spare Part Product


Product R-1130

Quantity 1

Choose Enter :

Select No Assignment in the pop-up of the service contract assignment:

1-2-3 Assign your installed base component as Reference Object on item level:

Choose Item Details

Objects tab

Search in the component field by choosing F4.Use the Search Component Using Installed Base


Description of IBase *##* (search for yourgroup number withasterisks)

Enter

Choose the component with the identification A010036.


Warranty tab

Which warranty was found?

WP_001



© SAP AG CR700 3-58

Which accounting indicator was found?

K1 Goodwill

What is the impact of the accounting indicator on the prices?

Conditions tab

See condition type 2308 with 100% discount.


Your service order number: _____________


1-3-1 Create a confirmation as a follow-up transaction for your service order (expand the

toolbar on header level).Choose Follow up button

Choose Create Service Confirmation→ Confirmation

Choose Confirmation in the pop-up box.


Choose the line item .

Choose Copy


Choose the Warranty tab (on the item level).

Is it the same warranty as in the service order? Yes.


Conditions tab


The accounting indicator is found by the access sequence of the condition typeZ308.


Choose Fast Entry

Choose Complete..

Save.

Your confirmation number:

_____________



© SAP AG CR700 4-1

SAP AG 2004

Planned Services


7. In-House Repair


9. E-Service


Appendix



Object


4. Planned Services


Day 3

Day 1 Day 2



© SAP AG CR700 4-2

SAP AG 2004

Service Plan Service Interval

Simulation Forecasting

Planned Services & Forecasting



© SAP AG CR700 4-5

SAP AG 2004

Business scenario with which the maintenance of an object is plannedor performed by a service organization according to defined rules.

Examples of rules:

Proactive triggering of quotations for services

Services according to legal requirements,accident prevention regulations or environmental protection

Contractual agreements

Within these rules the following agreements are met:

Which object is covered

What triggers a planned service

Planned Services

Planned Services: Business Scenario

Benefits of the Planned Services scenario: Lead to a reduction of costs and an increase in efficiency through the standardization and effective

planning of (planned) services

Prevent unplanned downtimes through regular maintenance

Enable the efficient planning of resources, for example, personnel and materials

Take account of legal requirements, for example, product liability laws and accident prevention

regulations



© SAP AG CR700 4-6

SAP AG 2004

Register

products forservice

77

44

2233

55

11

66

Create and

optimize

assignment

Define service plan Trigger service order

from service plan

Perform billingof service plan

Perform service

and confirmation

Planned Services


Perform service plan

simulation and

forecasting

The Sales Manager registers products of customer assets and individual objects, service products, serviceintervals and defines service plans.

A service contract is then defined for the customer specifying object coverage, parts and service

entitlement, service plan, service levels and price

Based on time intervals or counter readings service orders or quotations are generated and service

contract and warranty entitlements are checked automatically.

The Resource Planner assigns the service item to one or more technicians, according to the appointment

agreed upon with the customer.

The Field Service Representative performs the service as described in the service plan, confirms working

times and materials used, and documents the inspection results.

The Service Manager performs periodic or individual billing of service plans and contracts using the

CRM billing.

The Service Manager simulates service orders to forecast and evaluate future requirements of qualified personnel, working times, and materials resulting from the service plan.



© SAP AG CR700 4-7

SAP AG 2004

Service Plan: Definition (1)

A service plan

Is a functional enhancement and increases the functionality of the

service contract

Generates follow-ups (quotation, service order, activity) at definable

points in time

Uses a service strategy which is stored as master data

Determines when and which service is to be planned, performed or

offered for which object. The rules therefore are defined in the service

interval

Can be set up so that a follow-up transaction is triggered before the

actual service plan is due

Planned Services Individual or periodic scheduling

Intervals can be based on time, counter or both of them

Periodic services can be billed to the customer independently of

the services actually performed.

Follow-up documents are generated using a new action profile on the sub item level1. Temporal Trigger

- Based on time interval (for example, every year)

- Fixed Interval – terminated by confirmation

2. Performance-dependent Trigger

- Based on counter readings (real counter based)

- Fixed counter interval with date forecast

3. Event-dependent Trigger

- Message or reporting of a failure

4. Complex Trigger

- Combination of each of the above ( 1 to 3 )

Service orders are created from a service plan using the PPF (Post Processing Framework)

Three steps are carried out: Create a service order by copying the service plan item

(copy control)

Merge the new service order with additional data

(for example, sub-items from a service order Template,

Reference Objects or Dates)

Update the service plan by calculating the next planned date



© SAP AG CR700 4-8

SAP AG 2004

A service plan contains

Service intervals as information regarding when services are to be performed orother follow-ups are to be created automatically

Technical objects

Descriptions of work to be performed

Scheduling data

Maintainable agreements for services

Service Plan: Definition (2)

WHEN? WHAT? WHERE?Service plan Quotation

Order

Activity

A service uses copy references for services to be performed Describes complex service items

Analyzes template in the case of service order

Is on item level for service interval

Date interpreter

Base tool within CRM

Calculates dates on the basis of rules (service interval)

Modification-free rules be created



© SAP AG CR700 4-10

SAP AG 2004

New transaction for defining scheduling parameters

Service interval template can be assigned to a service product

(new settype for service products) New transaction type Service Template can be used as a task list for tasks

to be done when service has to be performed

Service Interval Template

Service Product

Car Inspection

Service Interval Template

Car Inspection

Scheduling type: cyclic,once, alternating, fixedvalues

Time and/or counter-based

Service template: task list

Set type



© SAP AG CR700 4-11

SAP AG 2004

Service plans and service intervals enable the planning of

services in advance based on time and/or counter values:

A recurring service should be performed

A service should be performed once or several times on a specified point in time (not

recurring)

A service should be performed based on a counter interval

The planned date is evaluated on estimated counter consumption which is

converted from the system into a duration added to the start date

The planned date is determined by estimated values, available measuring vouchers

continuously adapt the planned date to actual consumption

Scheduling Scenarios

Inspection Inspection

cyclical planning

Time /Counter

unique planning

SmallInspection

BigInspection

SmallInspection

BigInspection

Time /

Counter

Scheduling means in this context: A general rule about the frequency and the parameters of

a planned service

The following scheduling scenarios are provided:

Cyclic

Once

Alternating

Fixed values

All these scenarios can depend on:

Time

Counter

Both of them

- Example “Mobility Service” for cars:Inspection every 15.000 km20% rebate on time and material

Mobility warranty for one year (breakdown service, etc.)- Questions to be answered within Planned Services:

How many inspections will we have to perform next week/month/year?

Do we have enough service technicians available?How about costs and revenues for mobility services?



© SAP AG CR700 4-12

SAP AG 2004

Scheduling

Date rule for planned

date: e.g. with counterinterval

Scheduling via special date rules

New date types in the date profile Dynamic call of the date rule of the actual service interval by

date rule for planned date

Access to the service plan context within a date rule (e.g.counters, reference objects, etc.)

Scheduling enables creation of general rules about the frequency and the parameters of a plannedservice. The following scheduling types are supported for the three service plan types Time Dependent,

Counter Dependent & Time & Counter Dependent:

Cyclical

Once

Alternating

Fixed values



© SAP AG CR700 4-13

SAP AG 2004

Creating Service Order from a Service Plan

Service Contract Service order

Service Order Template

Check light

Check brakes

Check light

Check brakes

Item usage

Service order template items are copied in service

order item as sub itemsPricing of the service order item and sub items caninfluenced from service contract item.

CO Integration by using the service contract item orservice contract header as controlling object.

Car Inspection

Inspection

Service plan item

TÜV

Service order item

Doc flow

Service contract item

shares data with

e.g. price agreements

Sub item

A Serviceplan item is a subitem of the service contract item If a service order template has been assigned to the service interval template of the service plan product,

the items of the service order template are copied in service order item as subitems

Pricing of the service order item and subitems can be influenced by servicecontract item

CO Integration by using the servicecontract item or servicecontract header as controlling object



© SAP AG CR700 4-14

SAP AG 2004

Define item category:


Action Profile

Date Profile




Customizing at item level:



Time Interval Rule

Counter Interval Rule

Service Contract Customizing: Item

First you define the general settings that are the same attributes for all types of item categories. General data: Item object type

Profiles

- Text determination procedure

- Partner determination procedure

- Status profile

- Orgdata profile for partner processing

- Date profile

- Action profile

- Condition group

- Configuration data

In the second step, you define the business context for which the item category is used. The available

settings differ depending on the assigned business transaction category. The business transactioncategory Sales contains billing data and pricing data.

The standard item category used for Service Plan Products is SPLA.

If the standard item category does not fulfill your requirements, you can define your own item categories

in Customizing under Customer Relationship Management → Transactions → Basic Settings → Define

Item Categories.

The standard Action Profile assigned to the item category SPLA is SERVICEPLAN.



© SAP AG CR700 4-15

SAP AG 2004

Service Plan Service Interval

Simulation Forecasting




© SAP AG CR700 4-16

SAP AG 2004

Service Plan Simulation: Goals

Forecast of future services

Forecast service events for a given time period such as Planned dates

Organizational units involved

Resources needed

Pricing information

Give an idea how the next periods could look like

Resource workload:

Demand for a specific resource cumulated within a period

Service workload:

Amount of services to be performed in a certain period

Support mid-term and long-term planning with forecast

Basic Needs Predict future resource workloads based on current service contracts

Determine service event dates based on virtual service orders

Transfer forecast data to SAP Business Information Warehouse

Compare forecast and actual data

Process

Enter parameters for forecast horizon

Select all service contracts with service plan within this horizon

System creates virtual service orders (which are not saved)

to determine resources for each service event date

The user can see a list of dates and service orders as a result containing the desired information

(resources, products, dates,…)

Transfer data to SAP BW (reporting and analysis functionalities)



© SAP AG CR700 4-17

SAP AG 2004

Service Plan and Forecast

soitem 10

soitem 10

soitem 10

timeso next plan date

item 10

Service Plan: only the next planned date

Forecast: series of next planned datesparameters:• forecast horizon: t1 – t2 or • next 2 orders

t1 t2

Order1 Order2

time



© SAP AG CR700 4-19

SAP AG 2004


Identify functions and contents of planned services Create service plans, service intervals, and service interval templates

Describe the scheduling scenarios

Forecast planned services in CRM

Planned Services & Forecasting: Unit Summary



© SAP AG CR700 4-21

Exercises

Unit: Planned Services

Topic: Planned Services


• Create service plan

• Generate a service order from a service plan

• Simulate service plans

Service plans help you to save costs incurred through unforeseen

downtimes and to increase efficiency, for example, through improved andmore comprehensible planning, and more efficient scheduling of

resources, such as employees or materials.

The scope of the periodic services is described in the service plan and

their due dates calculated and monitored.

The simulation of service plans provides you with a list of future service

orders and enables you to determine the resources (service employees,spare parts) required for each service order, and to calculate the workload

for a predefined period.

Please note that the next steps have to be done in the SAPGUI!

First, you will check the information in the service plan product. The data in the

serviceplan product controls the service interval via the assigned service interval template.The service interval template is a kind of a rule defining the time when a planned service

should be performed (for example, first oil change after 15.000 km, second oil change after

45.000 km).

1-1 View the product SPL_SERVER to see the settings made for this service plan product.

Which Item Category Group is assigned to the product?

________________________

Which Interval Template for the Service Plan is assigned?

________________________



© SAP AG CR700 4-23

2-1-4 Release the service plan item and check the scheduled actions again.

Is there a scheduled action?

____________________________

What does this action trigger?

____________________________

2-1-5 Execute the action and save your service contract.

2-1-6 Display Follow-Up Service Order.

Go to Document Flow for your service contract and check if a document with thedescription Service Plan Product exists.

Note the number of the service process.

_____________________________

2-2 Open the follow-up Service Order:

Have all the products from the transaction template been copied into the service

order?

________________

Please note that the next steps have to be done in the SAPGUI.

2-3 Simulate your service plan and forecast the next planned maintenance of the server.

SAP Menu→ Service → Service Contracts & Service Plans→ Simulate Service Plans

2-3-1 Choose the variant CR700 from the menu Go to→ Variants→ Get.

2-3-2 On the selection screen, enter the following data:


Transaction Number <transaction number of your service

contract>Simulation Period next 12 month

2-3-3 Execute (F8).

2-3-4 Select the line with your service contract and choose the Simulation button.

How many service orders have been simulated?

______________



© SAP AG CR700 4-25

Solutions

Unit: Planned Services

Topic: Planned Services


• Create service plan

• Generate a service order from a service plan

• Simulate service plans

Service plans help you to save costs incurred through unforeseen

downtimes and to increase efficiency, for example, through improved andmore comprehensible planning, and more efficient scheduling of

resources, such as employees or materials.

The scope of the periodic services is described in the service plan and

their due dates calculated and monitored.

The simulation of service plans provides you with a list of future service

orders and enables you to determine the resources (service employees,spare parts) required for each service order, and to calculate the workload

for a predefined period.

Please note that the next steps have to be done in the SAPGUI

First you will check the information in the service plan product. The data in the

serviceplan product controls the service interval via the assigned service intervaltemplate. The service interval template is a kind of a rule defining the time when a

planned service should be performed (for example, first oil change after 15.000 km,

second oil change after 45.000 km).

1-5 View the product SPL_SERVER to see the settings made for this service plan product.

SAP Menu→ Master Data→ Products→ Maintain Product (COMMPRO1). Searchfor the Service Product SPL_SERVER .

In the Locator on the left hand side, you can search for the product.




© SAP AG CR700 4-26

Product ID SPL_SERVER

Double-click on the result. The details of the product appear on the right hand side.

Go to the Service tab.

Which Item Category Group is assigned to the product?SPLA.

Which Interval Template for the Service Plan is assigned?

IDES_HT_1

This information is found under Service Plan – Interval Template

1-6 Review the assigned Service Interval Template.

SAP Menu→ Service→ Service Contracts & Service Plans→ Maintain Service

Interval Templates (CRMD_SERV_CYCLE) Which Service Plan Type is used?

The service plan type for IDES_HT_1 is Time Based.

Which Scheduling Type is used?

Cyclical. See column Scheduling Type.

1-7 Review the Service Interval of the template:

Highlight the line of the Service Interval Template and select the Service Interval folder:

When will the next Service Order be generated?

Every three months.

Which Transaction Template is assigned?

Transaction Template 200250.

What impact does the assignment of a transaction template have?

The template contains products that will be automatically copied into the generated

service order.



© SAP AG CR700 4-27

Please note that the next steps can be performed in the PCUI or SAP GUI.

To perform these steps in the PCUI, please log on to the Enterprise Portal with the

user name provided by the trainer.

1-8 Review the transaction template assigned to your service product.

Go to Products & Installations→ Templates

Search for the Transaction Template 200250.

Which service products are assigned to the service process template?

Enter the number of the transaction template in the Search field and choose Go. Selectthe Search result to display the details of the template:

2-2 Go to Field Service → Contracts and open the Service Contract you have created in the previous exercise.

Enter the service contract number and press Go.

If you don’t remember your service contract number, you can choose Advanced Search to

search by business partner.

2-3-1 Add the product SPL_SERVER (Quantity 1) as a sub item

Products tab

Choose Add Entry


Product SPL_SERVER

Quantity 1

Higher Level Item 100

Enter

What is the item category of the product?

Service plan item.

2-3-2 Check the Service Plan data:

Highlight the line of the service plan product; the details display.

Go to the Service Plan tab and check the data:

Is the data the same as defined in the Service Interval Template?

Yes, every 3 months, the system will create a service order containing the products

specified in the transaction template 200250.



© SAP AG CR700 4-29

Please note that the next steps have to be done in the SAPGUI!

2-3 Simulate your service plan and forecast the next planned maintenance of the server.

SAP Menu→ Service → Service Contracts & Service Plans→ Simulate Service Plans

(CRMD_SERV_FORECAST).

2-3-1 Choose the selection variant CR700 from the menu.

Use the menu path: Go to→ Variants→ Get

Choose CR700.

Enter.

2-3-2 On the selection screen, enter the following data:


Transaction Number <transaction number of your servicecontract>

Simulation Period next 12 month

Execute (F8).

2-3-3 Select the line with your service contract and select the Simulation button.

How many service orders have been simulated?



© SAP AG CR700 5-1

SAP AG 2004

Service Order Management


7. In-House Repair


9. E-Service


Appendix



Object


4. Planned Services


Day 3

Day 1 Day 2



© SAP AG CR700 5-3

SAP AG 2004


Describe the contents and functions of the scenario Service Order

Management

List the steps for service order processing

Create a service quotation and service order

Create a service confirmation

Describe the additional functions like amount allocation, contract, and

warranty determination

Describe the content and functions of

the controlling and logistic integration Perform the customizing settings for

service process

Service Order Management: Unit Objectives



© SAP AG CR700 5-5

SAP AG 2004

Service Order Management: Business Scenario

Make inquiry

777

444

222 333

555

111

888

666

Convert

quotation into

service order

Accept

quotation

Create and

communicate

quotation

Execute

assignment,perform

confirmation

Create and

optimize

assignments

Approve

confirmation,assign costs

Bill customer,

perform analyses

The Customer responds to a marketing campaign and requests a quotation for a number of products andservices.

The Service Representative creates a quotation for the products and services requested and

communicates this to the customer using phone or e-mail.

The Customer accepts the quotation.

The Service Representative converts the quotation into a service order and releases the order.

The Resource Planner assigns any field service tasks to one or more of his Field Service Representatives.

The Field Service Representative performs the service assignment at the customer site and performs

confirmation for the work done, materials used and so on.

The Service Manager checks and approves the confirmation data and decides which costs should be

billed to the customer.

The Service Manager triggers billing of the customer and performs analyses of the complete service

order processing cycle.



© SAP AG CR700 5-7

SAP AG 2004

Service Quotation Management

Create and

communicate

quotationMake inquiry

77

444

222 333

55

111

88

66

Convert

quotation into

service order

Accept

quotation

Execute

assignment,perform

confirmation

Create and

optimize

assignments

Approve


Bill customer,

perform analyses



© SAP AG CR700 5-9

SAP AG 2004

Service Quotation: Conversion Methods

Quotation

Quotation

Quotation

Quotation

Order

Copy accepted

quotation items

into a service order

2 Documents!

Using the follow-up function

Open

Open

Order

Quotation

Quotation

Quotation

Order

Accept or reject

quotation items

in the service order

1 Document!

Changing the status of the items

Open

Open

Completed

There are two methods for converting service quotation items to service order items: A transaction type is used that enables a new service order to be created from the quotation using the

follow-up function.

In this case, two documents exist, a quotation and a service order.

A transaction type is used that enables the status of the quotation items to be changed from Quotation

to Quotation accepted.

In this case, one document exists.



© SAP AG CR700 5-10

SAP AG 2004


Create and

communicate


77

444

22 33

55

11

88

66

Convert

quotation into

service order

Convert

quotation into

service order

Accept

quotation

Execute

assignment,perform

confirmation

Create and

optimize

assignments

Approve


Bill customer,

perform analyses



© SAP AG CR700 5-11

SAP AG 2004

Service Order Management: Features

Basic Functions

Header and Item Data

Item Hierarchy

Status Management

Reference Objects

Product Proposal

Damage/Cause Codes

Contract Determination

Warranty Check Credit Limit Check

Counter Integration

Qualification Integration



© SAP AG CR700 5-12

SAP AG 2004

Header and Item Data

Header Data

Information that is valid for the service order as a whole

(For example, Service order number, status, description, priority, Sold-

to Party, ...)

Item Data

Information that is valid for specific service order items only

(For example, service item number, status, description, quantity, unit

of measure, counter reading, subject codes, ...)

The service order is a document that can contain:

Services product items

Spare part items

Sales product items

Expense items

As with all other CRM documents, the service process consists of header and item data. The service

process functions are controlled by the transaction type.

You can find the priority and the category only on header level.

Objects can be IBase components or products. The subjects - damage, location, cause and task codes -

can be selected from catalogs.

Actions can be used for output determination and for escalation management.

Items describe the services that should be performed.

The item data depend on the type of service process item. The resource planning assignment appears

only for service product items, the schedule lines only for sales product items. Contract data appears

only when the item has been assigned to a service contract.

You can postprocess service processes in the CRM System at any time if you need to complete or

change data.

You can also save incorrect or incomplete transactions in the CRM System where they will be

available for postprocessing in the service process list.



© SAP AG CR700 5-13

SAP AG 2004

A service product item describes the service

that is to be performed. A service product item includes information

about the planned duration and conditions.

By using the product proposal, the user can

select a service product from a list of services

offered for the product.

A service item can be assigned to an existing

service contract.

Installed Base components and products can

be assigned to a service item in the object list.

Service Product Item

Service processing is triggered by an item that contains a service product (no text items). The service product item describes a service. The item is used to document customer wishes (for example, with

reference to dates) and contains planning-relevant data.

Planning-relevant data includes the service group that is responsible for the performance of a service,

dates, the number of persons necessary for the execution of a service, the estimated duration, quantity

and, if required, the Relevant for resource planning indicator. The sales data must always be maintained

in the service product master.

You can display a product proposal for a reference object (product of the type Material ). The product

proposal contains service products that are possible in connection with this reference object using the

product relationship type Service for . You can transfer the service products to the service process items

by selecting them. The product proposal is used as an entry aid.

The service is confirmed by creating a service confirmation as a follow-up document.



© SAP AG CR700 5-14

SAP AG 2004

A spare part item is a product with type Material .

A spare part item is used to plan, control, anddocument the required spare part components.

The spare part item informs the technician which

spare part is required for the service process.

The technician’s stock is represented by a

Technician consignment stock in SAP R/3.

Customer consignment stock in SAP R/3

Storage Location in SAP R/3

A spare part item can be assigned to a servicecontract.

Spare Part Item



© SAP AG CR700 5-15

SAP AG 2004

Within a service process, a sales product item is

used to sell a required spare part. The sales product item informs the technician

which spare part is required for the service

process and delivered separately to the customer.

Within a service process, an Available-to-Promise

check can be performed for each sales product

item (SAP APO integration).

Sales Product Item

A sales product item creates A demand in the Advanced Planner and Optimizer (APO).

A sales order item in R/3. The corresponding sales order should be created with the same order

number as the CRM service process. You can create a delivery in R/3 for the sales order.

When creating a delivery, the system

Performs an Available-to-Promise check

Performs a demand settlement

Creates delivery demands in the APO system

Updates the CRM document (delivery number and quantity)

The goods issue deletes the delivery demand and updates the CRM document.

The billing document can be created based on the service process data or the delivery data (based on

sales item quantity or delivered quantity).

Prerequisites: Order type and item category are set up in R/3.

Business partner and products of the type material exist also in R/3.



© SAP AG CR700 5-16

SAP AG 2004

Expense Item

Each expense item documents an additional

invoice that is paid by the service representative,e.g. hotel receipt.

Each expense item updates the assigned

controlling object by reassigning amounts from

the service representative's cost center to the

relevant controlling object.

You are able to enter any expenses incurred during your service activities.



© SAP AG CR700 5-17

SAP AG 2004

Item Hierarchy

Enables items within the service order and the service confirmation

to be structured in the form of a hierarchy Used to show, for example, that certain spare parts belong to a

service or that a service consists of several individual services

Facilitates service order creation as partner and organization data is

inherited by sub-items from superior items

When you create a service order, you link the individual items to form a hierarchy by entering thenumber of the superior item in the field Higher-Level Item. As soon as you have maintained an higher-

level item, an additional tab Item Hierarchy displays where the item hierarchy is represented

graphically.

When values from sub-items are cumulated, this value is assigned to the higher-level item:

Pricing conditions can either be duplicated in all assigned sub-items or applied to the cumulated value of

all assigned sub-items.

A BAdI is provided to enable customers to define specific rules regarding the culmination of values.

You are able to define how the durations and quantities are to be cumulated using the BadI

CRM_SERVICE_I_HIER_CUM.

The standard delivery of SAP CRM includes the implementation CRM_SERVICE_I_CUM. This

implementation defines that only the sub-item quantities of the very next level are cumulated. If

these items themselves have sub-items with quantities, these quantities are not cumulated right up tothe top level.

The condition 0KUM is available for the culmination of pricing data. For this, the condition type

must be entered in the calculation procedure and the calculation procedure must be assigned to the

sales organization.



© SAP AG CR700 5-18

SAP AG 2004

CompletedReleasedIn ProcessOpen

System Status

Additional System Status

Distribution Lock

Distributed

Additional Option: User Status (freely definable)

Status Management in the Service Process

Status Management in the service process occurs at the header and item level. The following system statuses exist at header and item level: Open (this is the initial status), In Process,

Released, Completed (the document can not be changed).

Additional statuses can be defined using the user status profile. The system status can be changed

automatically by changing the user status.

You can manually change both the system status and the user status.

The system sets the following additional statuses automatically:

Contains Errors: A document is incorrect if it contains data with errors. An incorrect document cannot

be distributed to R/3.

Billing document: in transfer, transferred, transfer error

The following system statuses are valid for the service processes that are transferred into R/3:

To Be Distributed: A document containing no errors should be distributed to R/3

Distributed: The document was created in R/3, or the changes were successfully copied to R/3. Distribution Failed: The data transfer was unsuccessful. The document could not be created in R/3, or

the changes could not be copied.



© SAP AG CR700 5-19

SAP AG 2004

Basic Functions & Master Data

Damage/Cause Codes

Codes can be entered both atheader and item level to describe

or categorize the service order

subject, such as:

Description, Cause, Reason,

Location

Reference Objects

Such as business partners, or

products can be entered at header

level or item level

Product Proposal

Product proposals can be

generated and selected as items

during service order creation

Damage/Causes, Codes Codes, Catalogs and Profiles can be maintained in Customizing

BW analyses could be defined based on the codes entered in the service order.

Reference objects are the basis for:

Determining the responsible sales and service organization

Generating product proposals, quantities, and durations

Determining whether a contract or warranty exists

Product proposals example:

Change ink cartridge is a service of the product Printer T610



© SAP AG CR700 5-20

SAP AG 2004

Contract Determination/Warranty Check


The system checks automatically duringcreation of the service order whether

contracts exists for the customer.

Warranty Check

The system checks automatically during

creation of the service order whether a

warranty exists for the product, object or

IBase that has been entered.

Credit Limit Check

It is possible to activate a credit check in

CRM Service Orders.

Contract Determination Service Level Agreement (SLA) dates are determined on the basis of the contract and overwrite

standard response dates and times in the service order

The object list in the service order shows which items are covered by the contract.

Warranty Check

Warranty data displays on a separate tab in the service order

Credit Limit Check

When a Service Order with Service Items is created and then released and saved, subsequent

processes such as the creation of assignments in the Resource Planning Tool are triggered.

If a Credit Check is active, the setting of the Released status is prevented if:

- The manual or automatic credit check has not been performed

- The result of the credit check is not OK



© SAP AG CR700 5-21

SAP AG 2004

Counter Integration: Features

Counters

Can be assigned to:

an Individual Object

an Installed Base

a Product

Counter Readings

Can be entered in:

CRM Service Orders

CRM Service Confirmations

CRM Service Plans

Counter Engine

Counter Administration Function

External Interface for Entering Counter Readings

Possible counter reading scenarios include: Recording service histories (for example, recording the mileage during the technical inspection of a

car)

Claiming services

(for example, recording the number of times that a customer was in contact with your consultancy

team during an implementation project)

Recording energy consumption

(for example, household gas or electricity readings)

Assessing warranty claims based on consumption

(for example, a car warranty is only valid for the first 30,000 miles)

Scheduling service plans

(for example, the next scheduled maintenance work should be scheduled after 1000 operating hours)



© SAP AG CR700 5-22

SAP AG 2004

Qualification Integration: Features

Qualifications

Service orders and service order items can contain qualificationrequirements

Qualification requirements are inherited by the service order items

from the service order header, and by sub-items from superior

items. They can also be changed manually by the user.

Qualification requirements can be assigned to the following:

Business Partner (Main Partner)

IBase / Component,

Service Product

Individual Object

ExampleThe service item Domestic Rewiring has the qualification requirement NICEIC Certified , meaning that

the employee who is assigned to do the job must be an electrician approved by the NICEIC (National

Inspection Council for Electrical Installation Council).



© SAP AG CR700 5-23

SAP AG 2004

Resource Planning: Topic Objectives


Describe the system landscape and relevant components

Use the resource planning tool

Set up the resource planning functions



© SAP AG CR700 5-24

SAP AG 2004

The Resource Planning Tool enables Resource

Planners to effectively manage, assign, and monitor

work to be performed by their service employees in

the field.

Resource Planning

Companies can use service resource planning to schedule and monitor services requested by a customer. As soon as a malfunction occurs in a product, the customer reports it to the service provider so that it can

be corrected. The resource planner can use the resource planning tool to schedule service employee

assignments to plan the necessary assignments on site, and to check that assignments are completed on

schedule.

Data about service employee availability and assignments is stored in the Workforce Management

Core (WFM Core).

In addition, you can use the integration with the Human Capital Management (HCM) component to

transfer time data for the individual service employees to the WFM Core, so that the time data is

available for resource planning.



© SAP AG CR700 5-25

SAP AG 2004

Resource Planning

Create and

communicate


77

44

22 33

555

11

88

66

Convert

quotation into

service order

Accept

quotation

Execute

assignment,perform

confirmation

Create and

optimize

assignments

Create and

optimize

assignments

Approve


Bill customer,

perform analyses



© SAP AG CR700 5-26

SAP AG 2004

Resource Planning: Features

Features

System Landscape

Appointment Scheduling

Employee Availability

Employee Qualifications

Resource Planning Tool

Pager/Email/SMS/CTI Integration

Assignment Processing

Interface to External Scheduling Engines

Field Service Support

Groupware Integration



© SAP AG CR700 5-27

SAP AG 2004

System Landscape

Scheduling

Engine

mySAP

CRM

Business Object Layer RPTBusiness Object Layer RPT

RFC Communication via BAdI

Implementation CRM_SRV_SDL_RFC

RFC Communication via BAdI

Implementation CRM_SRV_SDL_WFM

BAdIBAdI CRM_SRV_SDLCRM_SRV_SDL

CRM

Service

Order

CRM

ResourcePlanning Tool

WFM Core

Third-PartyScheduler

SAP Business Connector

XML

Communication

Interface Architecture: Available Information: Business transaction type (Header)

Transaction number

Priority

Business transaction category (Item)

Product

Product description

Planned duration

Executing Service Team & Superior Org-unit

Customer (+ Zip Code, Street, Region)

Appointment dates

Customer required date

SLA dates (First reaction and finish) Resource table

Status



© SAP AG CR700 5-28

SAP AG 2004

Workforce Management (WFM) Core

CRMWFM Core

AddOn

with Built-In

Dispatcher

APO

WFM CoreAddOn

with Built-In

or liveCache

Dispatcher

WFM (Workforce Management) Core

is a component required in order toperform scheduling and contains the

following information:

Time data

(e.g. Employee availability data from

mySAP HCM, work schedule)

Resources

Object that represents the CRM

Business Partner in the role ‘Employee’ in

WFM Core

Demands – Service order items

Assignments – The link between a

Resource and a Demand

To do semiautomatic scheduling and appointment scheduling, you can use the WFM Core AddOn or theWFM Core in an APO Release 4.0.

Both dispatcher (Build-In and liveCache) support this. If you use the WFM Core in an APO Release

lower than 4.0, you have to use the life Cache for semiautomatic scheduling. Appointment Scheduling is

not possible with these APO Releases.



© SAP AG CR700 5-29

SAP AG 2004

The Resource Planning scenario can be performed with or without

integration to mySAP HCM:

mySAP HCM Integration

Integration to

mySAP HCM

Employee

master

data

Existing HR employees can

be created via ALE as CRM

Business Partners in the role

Employee

Employee

availability

data

Detailed availability data from

the service employee HR

calendar can be displayed in

the CRM Resource PlanningTool

Employee

qualification

data

Existing HR employee

qualifications can be created

using ALE in CRM

Basic availability data (work

schedule) can be created via

report for the complete

service employee group

No integration to

mySAP HCM

Employees are created as

CRM Business Partners in the

role Employee in CRM

Employee qualifications and

qualification catalogs can be

created in CRM



© SAP AG CR700 5-30

SAP AG 2004

Appointment Scheduling

Appointment Scheduling with WFM Core

Enables you to offer your customer a selection of different appointmentsdetermined by the system based on different parameters.

Appointment scheduling could be done via the Interaction Center or via

the Internet

Appointment Scheduling with external Scheduling Engine

Optimized appointment scheduling

via Partners solutions supported

via a BAdI interface

This variant is used for contact centers that merely want to identify a request for service and indicate acustomer’s preferred date and time for that service to take place. In this case, agents do not offer specific

appointment dates and times to customers.

The ability to offer immediate appointments saves time for both the company and the customers, since

agents do not have to contact customers again at a later date to notify the customer of the appointment

date and time. In addition, appointment scheduling increases customer satisfaction, since the customer is

offered a confirmed appointment time during the first contact, rather than having to wait to be contacted

with appointment information.



© SAP AG CR700 5-31

SAP AG 2004

Qualifications

Employee Qualifications

Describe the person’s the skills and licenses

Qualification Requirements

Are linked to

Business Partner (Main Partner)

IBase / Individual Object

Service Product or Product

Indicate that a service or spare part item requires a particular

qualification and detail necessary properties, such as proficiency

Can be fulfilled by human resources that have specific qualifications

Are inherited by the service order items from the service order

header, and by sub-items from superior items

It is possible to specify in Customizing how qualifications should be

determined

Can be manually changed by the user

The Following Scenarios will be Supported: CRM with WFM Core (or external scheduler) without mySAP HCM

CRM with WFM Core (or external scheduler) with mySAP HCM

- Qualifications of an employee are maintained in mySAP HCM and are distributed with the

employee

- Qualifications of an employee are maintained in mySAP HCM. The HR qualifications are not

distributed with the employee

Example

The service item Domestic Rewiring has the qualification requirement NICEIC Certified , meaning that it

must be performed by a field service employee who is an electrician approved by the NICEIC (National

Inspection Council for Electrical Installation Council).



© SAP AG CR700 5-32

SAP AG 2004

Ranking List

Ranking List

A ranked list of suitable serviceemployees displays for a service

item, based on the service

employee qualifications and

availability for the specified time

period.



© SAP AG CR700 5-33

SAP AG 2004

Automatic Scheduling of Service Items

Assignments are created automatically in the Resource PlanningTool when the service order is saved

Can be defined for a particular item category

Multi-User Concept within the Resource Planning Tool

It is now possible for more than one Resource Planner to access

the Resource Planning Tool in Change mode at any one time

Assignment Processing

A BAdI is provided that

enables assignments to

be rescheduled if

scheduling relevant data

has changed in the

service order

Archiving of Assignments with the Service Order Functionality was also backported to mySAPCRM Release 3.0

Customizable Colors of Assignments with the Service Order

Assignment colors can be set in Customizing

Colors depend on the status of the assignment (Released, Communicated, Completed)

PRP Assignments in the Resource Planning Tool

Project Resource Planning assignments can display in the Resource Planning Tool

It is possible to branch directly from a Project Systems assignment into the PS project itself

Tasks and Activities in the Resource Planning Tool

CRM tasks and activities can be displayed in the Resource Planning Tool



© SAP AG CR700 5-34

SAP AG 2004

Service

Items

List

Gantt Area

Employees

Time

Assignments


The resource planning tool provides the resource planner with access to all information relevant forresource planning, that is, the service tasks to be completed and the time availability of the individual

service employees. Times always refer to the reference time zone for the resource planning tool. You

can also set other time zones. The system displays all time data with reference to the time zone selected.

When you start the resource planning tool, the service team that the resource planner is responsible for,

or the one that he last processed, displays automatically and an initial processing period is determined. If

the system cannot determine the service team, the resource planner must select it manually in the locator.

A service employee assignment is created when the resource planner assigns a service task to a service

employee. These assignments are represented as a horizontal bar in the Gantt area. The position of the

horizontal bar represents the duration (that is, start and finish) of the assignment. The color of the

horizontal bar changes in accordance with the assignment status. You can see the assignment status, the

number of the relevant service process, and the customer data in the horizontal bar.



© SAP AG CR700 5-35

SAP AG 2004

Locator:

search

and

select

service

teams

Service Items List:

all service tasks

Sort/Filter function

Gantt Area:

availability

service

employee

assignments

Resource Planning Tool: Areas

Gantt Area: In addition to assignments, availability and availability descriptions display here. Theresource planner can use the calendar function to go to a specific day. Availability displays as

background, assignments and availability descriptions as horizontal bars, tasks and business activities as

symbols.

The colors have the following meanings:

White (background): Employee is available

Grey (background): Employee is not available

Green: Assignment has the status completed

Yellow: Everything is okay with the assignment

Red: The assignment must be checked. It has, for example, the status rejected and must be assigned to

another employee.

Red striped: The service employee is not assigned to the service team for this period.

You can open a service item directly from the service items list. The technicians’ tasks and activities also display in the Gantt area if the flag Display Business

Activity/Task is marked in the resource planner’s user settings.



© SAP AG CR700 5-37

SAP AG 2004

Assigned

Released

Distributed

Accepted

Rejected

On site

Completed

Status of Employee Assignments

Assigned: A resource planner can reset the assignment to this status if he wants to prevent a serviceemployee from using a mobile device to call up the assignment.

Released: This is the initial status. This is set automatically as soon as the resource planner has created

an assignment. These assignments are immediately available for transfer to handheld devices.

Distributed: The status is set automatically as soon as the service employee has called up the

assignment using a handheld device. The resource planner must manually set the status to Distributed so

that assignments can be transferred to a mobile laptop.

Accepted: The Resource Planner sets this status when, for example, the service employee has agreed

over the telephone to perform the assignment. The status is set automatically as soon as the service

employee has called up the assignment using a mobile device.

Rejected: The resource planner can set this status when the service employee has, for example, rejected

the assignment over the telephone. The status is set automatically as soon as the service employee has

rejected the assignment using a mobile device. On site: This status is set automatically as soon as a service employee is on site at the customer site and

reports this using a mobile device.

Completed: This status is set automatically when the service employee has used a mobile device to

confirm that the assignment is complete or when a service confirmation has been entered as a follow-up

document.



© SAP AG CR700 5-38

SAP AG 2004

The Resource Planner selects one or more service items that have not yet

been assigned and then selects one or more service employees to whom thework could be assigned.

The system proposes possible assignments based on the scheduling

strategy selected. The Resource Planner is then able to accept or reject the

assignments as required.

Automatic Scheduling

2 Hr

1 Hrs

3 Hrs

Service items

Helen Curtis Vacation

Break

Break

Break

Break

Break?

?

Employees 08 09 10 11 12 13 14 15 16 17 18

?

Jill Holding

Bob Star

Claire HopeDan Heath

Pete Joiner

?

You can use automatic scheduling as an alternative to, or in addition to the manual scheduling ofassignments. This function enables the system to determine when a service employee is available to

complete a specified service task. The determination is made using the duration specified in the service

item.

Optimization does not occur during automatic scheduling, it is simply a determination of the time gaps

in a resource planner’s assignment plan and an assignment proposal. If no relevant gaps are found for

the duration of the assignment between the customer required start and the customer required finish, the

system generates a corresponding message.

Prerequisites: To use automatic scheduling, you must have maintained scheduling strategies in the

Workforce Management Core.

You can use the following scheduling strategies for the automatic scheduling:

Forward scheduling

Forward scheduling with finish date Backward scheduling

Backward scheduling with start date

The proposal function can support the resource planner when free slots need to be found for one or more

service items, based strictly on employee availability. Example: An in-house PC support group in which

all team members are qualified to resolve the typical IT problems.



© SAP AG CR700 5-39

SAP AG 2004

Send Short Message to Service Employee

Please accept/reject assignment 80000037/10

Service item 80000037/10 for Business

Partner 4711, has been assigned for

processing on 05.31.01

Address: 1127 Delaware Road Nth.

Indianapolis, IN46204

Contact: Robert Ash Tel. 317.784.9054

Priority: 2 - High

Duration: 4 hoursDescription: Standard installation...

Send Type Address

PAG 01718999123

INT [email protected]

PAG 01718999456

INT [email protected]

Send

Sending Short Messages

Messages can be sent to one or more

employees assigned to a service item

Employees can be called via mouseclick (CTI integration required)

Short messages can be sent to

individual employees

Send Short Message to Service Employee

22

33

11

22

33

11

This function enables you to send short messages to one or more service employees using the followingchannels: pager, mobile telephone (SMS), e-mail, fax. If the resource planner has already selected an

assignment, the data from the relevant service process and the transaction item is read and displayed as

text in a window. The resource planner can change this text before sending it.

Prerequisites: Before you can use this function, the corresponding address data for the service employee

must be defined in the business partner master record.

To transfer information about the assignment, the relevant transaction item and the transaction to the

short message, you must assign a suitable action profile either to the item category or to the transaction

type in Customizing. This action profile must contain an action definition that fulfills the following

prerequisites:

Under Partner Determination, the Partner-Dependent indicator must be set for the action and the

value 0025 must be set for the Partner Function.

The following e-mail settings must be defined for Smart Forms Mail with the transaction types foraction definition:

- Form name: name of your Smart Form form

- Processing class: CL_DOC_PROCESSING_CRM_ORDER

- Processing method: CRM_SRVORDER_EXEC_SMART_FORM

- Store mode: e-mail only



© SAP AG CR700 5-40

SAP AG 2004

Bidirectional data exchange

between the Resource PlanningTool in CRM Online and Mobile

Service:

Assignments

Absences

Attendances

Resource Planner located

in CRM Online

The service employee can

set a status

Integration with Mobile Service

With the functions of the Mobile Service client, the field employee can update assignments andsynchronize the latest changes with mySAP CRM, thus enabling the resource planner to modify plans

accordingly.

Mobile Service features:

Status change of service assignment: accept, reject, in process

Creation of absences and extra attendance in addition to usual working time

Data exchange with mySAP CRM and WFM



© SAP AG CR700 5-41

SAP AG 2004

Assignment Processing: Groupware Integration

Assignments can be

displayed in therespective employee

service calendar(s)

Supported for Lotus

Domino

and Microsoft Exchange

products



© SAP AG CR700 5-42

SAP AG 2004

Resource

Planner

Resource

Planner

Patricia Preston

Peter Johnson

Prerequisites: Organization

Service

Team

Service

Team

Jim BrownJoe Miller

Mary Black

A service team can be scheduled only by one resource planner at one time. In exceptional cases theresource planner can also take over the planning for another service team.

Each service employee is assigned to exactly one service team. Service employees are grouped, for

example, according to tasks to be completed or geographical criteria.

Service Employees: Service employees are managed in the system as business partners of the role

Employee. You must create master records as business partners for each service employee and can assign

business partner to a system user and a personnel number.

Service Organization: You have defined your organizational units and the organizational structure in

the following way: You have flagged organizational units that should be displayed in the resource

planning tool as Service Team. You have assigned positions to each service organization. You have

assigned a business partner (that is, a service employee) to each position; each service employee must

be assigned to exactly one service organization. If you want to assign a service employee to another

service organization, enter a date as a time limit up until which the service employee is responsible to theother service organization. Ensure that the dates for the assignments to the different service organizations

do not overlap, so that assignment is unique.

In Organizational Data Management, you have assigned a resource planner to a service team using

Goto → Resource Planner Assignment and have assigned a position to this resource planner. The

system users or business partners assigned to this position are the resource planners.



© SAP AG CR700 5-45

SAP AG 2004


Create and

communicate


77

44

22 33

55

11

88

666

Convert

quotation into

service order

Accept

quotation

Execute

assignment,perform

confirmation

Execute

assignment,perform

confirmation

Create and

optimize

assignments

Approve


Bill customer,

perform analyses



© SAP AG CR700 5-47

SAP AG 2004

Service Confirmation

Spare part items

The system determines the correct stock

Each spare part item updates the relevant stock and the

existing reservation

Service items

Confirmations update the Cross Application Time Sheet

(CATS) and the assigned controlling object in SAP R\3

Expense items

Each expense item documents an additional invoice thatis paid by the service representative, e.g. hotel receipt

Each expense item updates the assigned controlling

object by reassigning amounts from the service

representative's cost center to the relevant controlling

object

You can use the service confirmation to confirm working times, materials consumed, and expenses forservices performed.

The service confirmation is integrated with the following components:

mySAP CRM Billing

mySAP Materials Management

mySAP Financials

mySAP Human Resources

All costs that occur during a service visit can be charged to the customer.

There is no connection to R/3 travel management and to purchasing (confirmation of third-party

services).



© SAP AG CR700 5-49

SAP AG 2004

Item Hierarchy and Confirmation

Service Order Service Confirmation

Item1

Item 2

relevant

Item 3

Item 4

relevant

Item 5

Item 6

relevant

Item 7

relevant

Header

Item 2

relevant

Item 4

relevant

Item 6

relevantItem 7

relevant

The item hierarchy structure isdisplayed in the confirmation

when linked items are

confirmed:

Hierarchy

structure is not

shown in item

structure

Hierarchy

structure

is shown

in item

structure

You are able to freely select the items and sub-items that you want to confirm. When doing this, if youchoose items that are linked directly to one another (for example, Item 6 and Item 7), the hierarchy

structure is shown in the Item Hierarchy tab of the confirmation.

Item 2 and Item 4 are not directly linked to one another and therefore, display as independent items in

the confirmation because the item that links them together (Item 3) is not relevant for confirmation.



© SAP AG CR700 5-50

SAP AG 2004

Confirmation

1

Confirmation

1

Confirmation

2

Confirmation

2

Confirmation

3

Confirmation

3

Billing

Document

Billing

Document

Service Confirmations without Service Process

Using service confirmations without service process, a service employee can perform a service for whichthere is no existing service process and enter this service so that billing and all other subsequent

processes are triggered.

Example: A customer asks a service employee, who is on site due to another order, to perform a repair.

Because the device failed only an hour ago and therefore, the customer has not yet reported the problem,

there is no existing service process from which the confirmation can occur. In this case, the service

employee can perform the repair and subsequently create a confirmation. In this way, the working time

and spare parts required for the repair can be invoiced to the customer.

Procedure:

Create a service confirmation directly.

Enter business partners, a transaction description, service products, and spare parts with the relevant

quantities.

If required, enter the service and valuation type for the confirmed services. Enter the damage code and/or cause.

Set the status to Completed and save the confirmation.

Result: All subsequent processes are triggered.



© SAP AG CR700 5-51

SAP AG 2004

Service Confirmation Additional Information

Service type

Enables working times to be differentiated forbilling, for example as Senior Consultant, Junior

Consultant or Assistant

Valuation type

Enables working times to be differentiated, for

example, according to whether they are working

hours or overtime

Accounting indicator

Enables differentiation of normal confirmation

items and items for services, spare parts and

expenses covered by a warranty

Service Type For each service type you can define different external prices for billing the customer

Valuation Type

For each valuation type you can define:

- Prices for services billed to the customer

- Internal rates for employees

Accounting Indicator

For each accounting indicator you can define:

- Different discounts for services billed to the customer

- Different settlement receivers, for example, in case of warranty or good will



© SAP AG CR700 5-52

SAP AG 2004

Time and Material Confirmation Items

Service Product

e.g. Repair, Maintenance,

Consulting

Service Producte.g. Repair, Maintenance,

Consulting

Spare Part

e.g. hard disk from van

stock

Spare Part

e.g. hard disk from van

stock

Material

Withdrawal

Material

Withdrawal

CATS Time

Data

CATS Time

Data

Follow-up

document

Expense Item

e.g. hotel receipt

Expense Item

e.g. hotel receipt

CO

Reposting

CO

Reposting

Service product item: contains a product of the type Service. If the service product item contains a timeduration, time data is created in the Cross Application Time Sheet (CATS).

Confirmation relevant information in the service product:

Description

Planned duration

Conditions

Responsible sales area

This data includes default values for

Working time confirmation

Price determination in the billing

Spare part item contains a product of the type Material , which has been taken from the technician’s

stock. With the service confirmation, a goods receipt from the technician’s customer consignment stock

can be created in R/3. Each product for spare part items has a corresponding material master in SAP R/3.

The inventory management administers the material stock.

Expense Item contains a product from the type Service. You have to perform the following step in order

to get the expense item costs on the controlling object

Set up mapping for expense item category and cost element in the CRM specific part of the R/3 IMG



© SAP AG CR700 5-53

SAP AG 2004

R/3 OLTPR/3 OLTP

Costs

Salary

Material

Stock

WFM Core

Resource

Planning

CATS

CRM BillingCRM Billing

Billing Due List

Service ConfirmationService Confirmation

Service Product ItemService Product Item

Spare Part ItemSpare Part Item

Delete

Demand

Create CATS

document

Create material

document

Follow-up Action From Confirmation

Expense ItemExpense Item COReposting

Create CO

document

When you create a confirmation with reference to a service process with assignments, working time iscopied from these assignments to the confirmation document. When you confirm assignments, their

status is automatically changed to Completed in the resource planning tool (APO-WFM).

You can use service confirmations to trigger a sequence of external (customer-related) and internal

subsequent processes. In this context, billing is viewed as an external subsequent process and the

transfers to the HR, CO and MM components are viewed as internal subsequent processes. This is

controlled by the item category.

Time sheet (CATS) data is created by the confirmation of services, which is controlled using the flag

Relevant for Distribution in the item category. The service type and the evaluation type play an

important role in this context and can be set in Customizing.

The CATS transfer to Controlling (CO) is necessary to create cost information. The data transferred

from CATS to HR is used as the basis for the payroll.

Goods movements are triggered in R/3 when materials relevant to stock postings are confirmed. CO Reposting takes place after the confirmation is set to completed. The costs will be settled from the

cost center to the internal order.



© SAP AG CR700 5-54

SAP AG 2004

Follow-Up Processing: CATS

HRHRHR COCOCO

Time ConfirmationTimeTime ConfirmationConfirmation

Transfer to mySAP

Human Resources(Report CAT6)

Transfer to mySAP

Financials(report CAT7)

Determination of the Controlling object

/ profitability segment

Determination of activity type and

absence and attendance type based on

service type and valuation type

Determination of cost center based on

the personnel ID

Determination of the Controlling object

/ profitability segment

Determination of activity type and

absence and attendance type based on

service type and valuation type

Determination of cost center based on

the personnel ID

Status of confirmation

is completed


is completed

CATS DB

CRM

Middleware

CRM

Middleware

When distributing relevant confirmation data, integration with a Cross-Application Time Sheet (CATS) is required. CATS enables standardized, cross-application recording of employee working

times.

Entries are created in the CATS database. The entry contains the information about the CO object, the

activity type, the attendance type, the time, the personal ID, and so on.

When recording the confirmation in the CATS, the system uses the attendance type and the absence type

from this data entry profile and the activity type from the personal master record.

The mySAP Human Resources is updated with the report CAT6 . Confirmed working times are used as

the basis for the payroll.

Controlling is updated with the report CAT7 .

The actual costs are calculated based on the corresponding activity type and the performing cost center.

Requirements:

A personal master record for each service employee is required (replication of SAP R/3 master datainto mySAP CRM).

The CATS data entry profile is required for the CRM system.

CATS supports only entries for single days (including night shifts). The difference between the start

and end of work in the confirmation, therefore, cannot be more than 24 hours.



© SAP AG CR700 5-55

SAP AG 2004

Material Confirmation: Logistics Integration

Different spare parts scenarios

supported Spare parts at the service representative’s

storage location

Spare parts in the service representative’s

consignment stock

Spare parts in customer’s consignment

stock

Spare parts at the service representative’s storage location. Each service representative’s stock is represented by a storage location in the service plant

Spare parts in the service representative’s consignment stock.

The service representative’s stock is managed as service representative’s consignment stock.

Identification occurs using the service representative’s unique personnel number which is managed in

the employee master record in SAP CRM and in the customer master record in SAP R/3.

Spare parts in customer’s consignment stock

A stock of spare parts that is stored on the customer’s premises but does not belong to the customer

(for example, construction site equipment), and is managed as customer consignment stock



© SAP AG CR700 5-56

SAP AG 2004

Expense Confirmation: CO Reposting

Cost

Center

CostCost

Center Center CO ObjectCOCO ObjectObject

Expense

Confirmation

ExpenseExpense

ConfirmationConfirmation Determination of the Controlling

object / profitability segment

Determination of cost center

based on the personnel ID

Determination of cost element

based on customizing mapping

Determination of the Controlling

object / profitability segment

Determination of cost center

based on the personnel ID

Determination of cost element

based on customizing mapping


is completed


is completed

CO Reposting

CRM

Middleware

CRM

Middleware

Receipt



© SAP AG CR700 5-57

SAP AG 2004

Status Management in the Service Confirmation

CompletedOpen

System Status

Additional System Status

Distribution Status

Cancelled Internally

Billing Document Cancelled

Additional Option: User Status (freely definable)

Open is the initial status and is set by the system when creating service confirmations. You can stillmake changes to the confirmation document in this status. The system sets the status Distribution Lock

as soon as the open status is set to prevent the document from being transferred to R/3.

You set the Completed status manually for all items either at item level or at header level. If you

manually set all items to Completed , the system automatically sets the header as Completed . As soon as a

document has the status Completed , you can no longer make changes to it. If you determine that the

document is incorrect, you must cancel it.

If you set the Completed status, the system sets the corresponding To Be Distributed status. This status

changes to the status Distributed Successfully if the distribution is successful or to the status Incorrect

Distribution, if the distribution failed. The system proceeds in a similar way with reference to billing.

Cancelled Internally or Billing Document Cancelled: You can use these two statuses to cancel the

following:

Documents that have not yet been distributed: The document is canceled in the CRM system to prevent distribution.

Documents that have already been distributed for billing and internal processing: Cancellation

documents are generated to reverse postings made in integrated SAP systems, for example, changes

made to stock as the result of spare parts being confirmed.

When a document has one of these statuses, no additional changes of status are possible.



© SAP AG CR700 5-59

SAP AG 2004


Create and

communicate


777

44

22 33

55

11

888

66

Convert

quotation into

service order

Accept

quotation

Execute

assignment,perform

confirmation

Create and

optimize

assignments

Approve

confirmation,

assign costs

Approve


Bill customer,

perform analyses

Bill customer,

perform analyses



© SAP AG CR700 5-60

SAP AG 2004

Amount Allocation: Definition

Amount Allocation offers the ability to define who should

pay which expenses shortly before billing takes place.

Amount Allocation allows:

Grouping of items and sub-items

Description of price reductions with the accounting indicator

Splitting (on header and item level for Service Order and Service

Confirmation with inheritance from header to item) into different

payers or bill-to-parties

Expenses

RecipientRecipient

RecipientRecipient

Recipient

You can use amount allocation to allocate the value of a billing document, or the value of individualitems in a service order to several invoice recipients or payers. You can make this allocation in the order

or in the confirmation, or in the amount allocation document itself, whereby allocation to the respective

follow-up document is copied as a default value but can still be changed.



© SAP AG CR700 5-61

SAP AG 2004

Amount Allocation

Confirmation BillingOrder

Billing

Document

Release

Amount

Allocation

When Does the Process Take Place?



© SAP AG CR700 5-62

SAP AG 2004

Amount Allocation Process

For items released for billing

Billing-relevant items from the

service order andconfirmations

Changing

of rule for

amount

allocation

Overview

of billed

items

Overview

of items

with errors

Release

for billing

Amount Allocation

Possible to define shortly before billing takes place, who should pay which expenses Often, prices are defined at a very late stage flexible price changes are possible

Settlement information is not always known at the time of order creation

Checks and corrections can be performed shortly before billing takes place

- Change of billing relevance (for example, warranty, goodwill)

- Change of invoice recipient

A field service employee can often not decide himself, how much the customer or the insurers should

pay

The settlement of expenses is possible at different times during the service process:

Settlement is performed monthly, even if the service has not yet been completed

Settlement is performed once the service has been completed

Partial billing of services possible



© SAP AG CR700 5-65

SAP AG 2004

Service Billing: Topic Objectives


Create billing documents for services that have been performed



© SAP AG CR700 5-67

SAP AG 2004

The whole billing process comprises three major steps:

Input processing

Billing

Output processing

CRM Billing: Process Overview

CRM Billing

BillingInput

Processing

Billing

Due

List

Output

SAP

FITransfer

SAPBW

Extraction

O u t p u t P r o

c e s si n g

Other

ApplicationsConnection

mySAP

CRM

-

Invoice

documents

Cancel

lation

Cancel

lation

FB1

The process flow for creating and issuing invoices using CRM Billing can be divided into three sub- processes:

Input processing

Billing

Output processing

During input processing, CRM Billing takes over billing-relevant items from different business

transactions and saves them as billing due list items. From the billing due list, you can process both

single and collective billing from billing due list items and also trigger these to run in the background.

During billing, related billing due list items are also grouped together as far as possible from different

CRM business transactions and transferred to a joint billing document.

Through cancellation, you can cancel individual billing documents and also execute collective

cancellations. The system transfers information on cancellations automatically to mySAP Financials.

Output processing consists of invoice output, the transfer to mySAP Financials and retrieval for SAPBW. You can choose from different output media (for example, print, fax or e-mail) for invoice output,

although output takes place using SAP Smart Forms. The ledger posting of billing data takes place either

in accounts receivable (SAP FI-AR) or in contract accounting (SAP FI-CA). CRM Billing provides all

relevant billing data for the SAP BW for statistical reporting.



© SAP AG CR700 5-68

SAP AG 2004

Billing

Due

List

Transaction-

related

Transaction-

related after

confirmation

Transaction-

related

according todelivery quantity

Delivery-related

Billing Options

Service ConfirmationService Confirmation



Service ProcessService Process



Sales Product ItemSales Product Item

Expense ItemExpense Item

Expense ItemExpense Item

How services are billed is triggered by the Billing Relevance indicator in the item category. Transaction-related billing: In CRM, the Billing Engine is called up for a transaction, for billing the

order quantity. This billing type is used for a flat-rate billing with reference to a service process item or

for resource-related billing with reference to a service confirmation item.

Transaction-related billing after confirmation: In CRM, the Billing Engine is called up for a service

process item for billing the order quantity (flat-rate), if the item has been confirmed. Furthermore, the

items have to be released for billing (transaction CRM_SRVBIL).

Transaction-related billing according to delivery quantity: In CRM, the Billing Engine is called up

for a sales product item, for billing the cumulated delivery quantity. The delivery in SAP R/3 returns the

delivery quantity to the sales product item.

Delivery-related billing: Deliveries for sales product items in R/3 are billed with the Billing Engine in

CRM. In the last two cases, you must make sure that the corresponding item category in R/3 is set to Not

relevant for billing . Two different scenarios are used depending on whether you have agreed on a fixed price with the

customer or whether resource-related billing should take place.

Fixed Price: In this case, the service process item must be flagged as billing-relevant, however, the

confirmation item must not.

Resource-Related Billing: The confirmation item must be flagged as billing relevant, however, the

service process item must not. You can also combine fixed price and resource-related billing.



© SAP AG CR700 5-70

SAP AG 2004

mySAP Financials Integration enables

smooth communication between SAP CRMand SAP R/3.

You can define your company’s controlling-

relevant service processes.

You can also use the mySAP Financials

integration to qualify and analyze the entire

value flow for a service process including

costs and revenues.


You can use the integration of service and sales processes with Controlling in mySAP Financials totransfer controlling-relevant data from CRM to an R/3. In this way, you can analyze the entire value

flow (including costs and expenses) for services and sales orders.

You can display and evaluate costs and revenue for services, for example, for each product category or

service organization.

Services are billed using CRM Billing. Costs are either updated to the profitability segment or to the

internal order.

Sales orders are billed using CRM Billing or R/3 Billing. Expenses are updated to the profitability

segment. Costs are updated only for delivery-related billing.

The service confirmation updates the costs for the consumption of resources either to the profitability

segment or to the internal order.



© SAP AG CR700 5-72

SAP AG 2004

Controlling Types

Three Controlling Types

Mass-Object Controlling

Single-Object Controlling

Controlling for Account Assignment

Recipient

The customer must make the settings for all transaction types in the Controlling Integration table. The customer defines transactions types, organizational units and so on in the CRM System and must

replicate these in R/3. The customer then makes the following settings in Customizing:

Business Scenario

Technical settings that control the interaction between the application and R/3 Controlling are defined

using the business scenario

There is the business scenario for CRM Service and for CRM Sales



© SAP AG CR700 5-73

SAP AG 2004

Mass-Object-Controlling

Mass-Object Controlling

Costs and revenues are assigned directly to a profitability

segment

Analysis of goods sold and revenues in CO-Profitability Analysis

(CO-PA) with original mySAP CRM attributes, e.g. service

organization, product category

A profitability segment is an object within Profitability Analysis (CO-PA) to which costs and revenuesare assigned. It corresponds to a market segment. You can calculate the profitability of a profitability

segment by comparing its sales revenues with its costs.

A profitability segment in an operating concern is defined by a combination of characteristic values.

All service transactions with the same CO-PA characteristics are assigned to the same profitability

segment.

In SAP, BW you are able to evaluate the single service transaction even if you have chosen mass object

controlling.



© SAP AG CR700 5-74

SAP AG 2004

Single Object Controlling

Single Object Controlling

Controlling by service order or by service contract

Cost and revenues are assigned to the internal order

Overheads and process costs can be applied

Results analysis

If you use settlement of costs and revenues to CO-PA aggregated

analysis on CRM attributes is possible

Settlement of costs and revenues to CO-PA or other recipients

Original CRM attributes are available on the internal order

In SAP R/3, the single object controlling´s level is defined for each relevant transaction type, serviceunit, and responsible service unit.

For the controlling type single object controlling , you have to define a controlling scenario.

The following parameters are defined by the controlling scenario:

- Pricing procedure, Overhead key, Results analysis key- Settlement profile, Object class, Residence time 1 and 2 for the archiving

- CO partner update

The controlling relevant characteristics are replicated in SAP R/3.

It is possible to differentiate the calculation of costs for the following:

Special qualifications, such as for a specialist or apprentice

Standard working time, overtime, driving hours, and so on

You differentiate the calculation of costs by doing the following:

Replicating the item category, the service type, and the valuation type into R/3 (based on the CRM

customizing) and

Defining some transformation in the Plug-In customizing.



© SAP AG CR700 5-75

SAP AG 2004

Additional Features for Single Object Controlling

Planned Costs and Revenues


Cockpit for Controlling Integration

Planned Costs and Revenues Determination of planned costs including surcharges based on order planning for services, spare parts

and expenses

Determination of planned revenues based on billable services, spare parts and expenses within a

service order

Comparison of planned and actual values on an internal order representing a service order


Confirmation of used resources with information about the reason e.g. warranty, good will

Differentiation of actual costs in addition to cost element

Determination of different settlement receivers based on accounting indicator via customizing

More accurate calculation of work in process possible

Cockpit for Controlling Integration

Manages error messages that are only relevant for Controlling- The internal order for a service order can be created, the settlement rule can not be created. This is

irrelevant for the CRM process, but is relevant for the Controlling process

- Errors occurred during costing are only shown in the cockpit

Supports the maintenance of master data and settlement rules for internal orders belonging to service

orders or confirmations

Integrates reporting for the controlling of internal orders



© SAP AG CR700 5-76

SAP AG 2004


Controlling for Account Assignment Object

Controlling by service order or by service confirmation

Cost and revenues are assigned to the cost receiver

Supports the receiver types: internal order, WBS element, sales

order item, network activity or customer defined cost receivers

via business add-in

Additional controlling functions depending on receiver type



© SAP AG CR700 5-77

SAP AG 2004

CRM

R/3Availability Information

(On plant Level)

Service Order

Service ItemSpare Part 1

Spare Part 2

R/3

Reservation

(on plant Level)

Dispatching of

Service Technician

Reservation

ATP information

Disposition

Delivery

Material Confirmation

Stock Update(depending on

Logistic Scenario)

Update of Reservation

Goods Issue

Update Reservation

Logistic Integration

Transfer Parameter Goods Movement You can define different movement types and special stock indicators that are required by an external

system to execute a goods movement.

The movement type and special stock indicator created are dependent on transaction types and item

categories

Mapping Plant and Storage Location to Service Structure

You can define which plant and which storage location of this plant is assigned to a combination of

service organization, service team, and service employee.

The assignment applies to service processes in CRM Online and is used to determine the correct plant

and storage location when withdrawing or reserving spare part items

Availability-to-Promise Information for Service

During the service order creation, availability information from R/3 is possible.

Reservation You can create a reservation after saving the service order.



© SAP AG CR700 5-78

SAP AG 2004

Product Service Letter: Topic Objectives


Explain the concept of mySAP CRM PSL Management

Carry out the relevant tasks for PSL Management



© SAP AG CR700 5-79

SAP AG 2004

Product Service Letter

The product service letter (PSL) is an official document issued by

the manufacturer (usually) documenting a service

directive/request for a certain range of products and the

conditions of the service to be performed

The reason for issuing a service letter is usually either a potential

or identified technical failure and/or avoiding costly correction

measures of the product


Different types of PSL Safety PSL (Call-Back / Recalls)

- Safety hazard

- As soon as possible

- Does not expire, no end-date

- In most countries a legal requirement. Often monitored by legal authorities. Consumer protection.

- Owner of equipment will be contacted

- Full reimbursement from manufacturer is normal

Commercial PSL

- To eliminate potential failure to prevent costly correction measures

- From as-soon-as-possible up to an end-date

- Reimbursement ranging from full claimable up to clearly defined limits between Manufacturer –Dealer and Customer

Support PSL’s (often called Service Bulletins)

- Frequent problems discovered by the manufacturer can lead to a PSL

- Is not mandatory

- Are chargeable after warranty has expired



© SAP AG CR700 5-80

SAP AG 2004

Product Service Letter Management

Solution covering the Dealer/Serviceprovider operational side of the PSLmanagement

Automatic load of PSL’s including ServiceTemplate to store the details regarding theactivities to be carried out

Manual creation of PSL and ServiceTemplate and link of these

Search for affected products (individualobjects) when creating a PSL

Search for valid PSL‘s when referencingan ind. Object in the service order

Amount allocation and Billing/Claiming


Product Service Letter Management (Operations) OEM Support

- Support for an OEM to maintain, distribute and analyze PSL‘s.

- Distribute to other partners (and systems).

- Enable the OEM to generate the necessary report for various authorities and organizations.

Multi-tier Support

- OEM distributes the PSL‘s to Dealers and Service Providers. The Dealers and Service Providers

can then again distribute it within their organization or region.

Dealer/Service Provider support

- Electronically receive PSL‘s.

- Electronically send PSL status to issuer.

- Support for a Dealer / Service provider to maintain, distribute and analyze their own PSL’s. This is

especially interesting when a Dealer/Service provider has his own product range. High level description of the PSL

- Reason, affected products and/or ranges of products, validities, severity.

- General descriptions such as problem description, solution approach, necessary activities to be

taken, etc.

Detail description of PSL

- Detailed execution instructions of the tasks to carry out, parts and tools required.

- Service Templates are ‘execution ready’ documents used to speed up the order planning and

execution process.

Claim Integration



© SAP AG CR700 5-81

- The execution efforts (costs) are normally claimable to the manufacturer.

- Reimbursement rules may cover a split of the costs ( amount allocation) between different parties

like manufacturer, dealer, insurance company, customer, etc.



© SAP AG CR700 5-82

SAP AG 2004

Product Service Letter Management (PSL)

Note: Numbers correspond to chapters

OEM determines a

PSL is required

11


Processing

33

PSL is assigned to Service

Order for customer ind.

Object

Set Amount

Allocation and

Bill Partners

66

55

Change status of PSLand inform OEM

22

Service Provider Receives

PSL and inform customers

77

Analyze PSL

44

Service Order with

PSL is carried out and

confirmed

The OEM determines that a product improvement is needed for one of its products and creates a ProductService Letter that is sent to the dealers and service providers. The OEM sends information regarding the

tasks, parts, and tools required for the PSL.

The dealer receives the PSL and updates his service system with the information. The additional

information regarding the tasks, parts, and tools is created as a Service Template. The Service Template

is linked to the PSL. The dealer then informs the customers if necessary.

When a customer orders service for an equipment where a valid PSL exist the system determines open

service letters and/or the service manager enhances the service order with a PSL relevant task

The service employee performs the service and performs confirmation for the work done, materials used

etc.

The confirmation status of the PSL of a specific object is changed and the OEM is informed that the PSL

has been carried out for this individual Object

Setting the Amount Allocation the service manager defines who has to pay which part of the PSL taskand Bills the relevant partners

The service manager performs analyzes of the PSL processing.



© SAP AG CR700 5-83

SAP AG 2004

Product Service Letter – Basic Architecture

Issuer

(e.g. Manufacturer)

Executor

(e.g. Service

Provider, Dealer)

Service Order Service Order

PSL Confirmation

PSL Confirmation


Manufacturer


Dealer Site

Distribution PSL

Confirmation PSL

to issuer

Confirmation PSL

from Order

Billing/Claim

(Dealer)Billing/Claim

(Dealer)

Invoice

receipt(Manufacturer)

Invoice

receipt(Manufacturer)

Level Product Service Letter

Management

Service Order

Management

Invoicing

Communication to Customer

Definition

(Create)

Identification

(Check)

Execution and

Confirmation (Order)

Amount

Allocation /

Settlement

Analytics

Confirmation

PSL (Issuer)

Invoice

receipt(other partners)

Invoice

receipt(other partners)

44

66

33

11

2277

55



© SAP AG CR700 5-84

SAP AG 2004

Service Process Customizing: Topic Objectives


Perform the customizing settings for service process



© SAP AG CR700 5-86

SAP AG 2004

Leading Business Transaction Category


Procedures and Profiles

Service Transaction Type

Each transaction type has a key and a long text. The Leading Business Transaction category specifies the leading business context in which a transaction

type can be used.

Status object type: If this field is empty, the status object type COI is chosen for the item and the status

object type COH for the header.

Contract determination:

No contract determination

Item level, assign if one corresponding contract found: For service contracts, the system searches for

contracts that exist for the specific customer, and for the reference object, sales organization,

distribution channel, and, if applicable, the service organization for which the service order is issued.

Item level, display all corresponding contracts

You have the option of using the BAdI definition CRM_SERVICE_CONTRACT to include BAdIs

(BAdIs for service contract selection), which you can use to provide your own selection criteria or tolimit the selection criteria delivered by SAP.



© SAP AG CR700 5-87

SAP AG 2004

Sales:

Document pricing procedure

Service:

Subject Profile

Transaction Type for Handheld confirmation

Business Activity:

Default values

Business Transaction Category: Header

A business transaction type is assigned to one or more business transaction categories (for example,

activity, sales). The business transaction category defines the business context in which the transaction

type can be used (for example, service, sales, activity). One business transaction category always is the

leading business transaction category. This is not related to other business transaction categories in a

hierarchical sense, but displays a preference.

For a Service Transaction, you must assign the business transaction categories Activity and Service

Transaction. Sales Transaction is optional but necessary for pricing.

For a Service Confirmation, you must assign the business transaction categories Activity and Service

Confirmation. Service Transaction and Sales Transaction are optional.

The document pricing procedure is used to determine the pricing procedure.

The subject profile is a grouping of code group profiles from different catalogs. This can be done on a

structured basis, which enables the creation of a hierarchy.

The transaction type for confirmation is selected when a confirmation is entered via hand-held

devices.

Business Activities: default values for Priority, Category, Destination and Direction. Processing the

Task , Calendar , and Subject profile fields has no effect, because these fields are not used in Service.



© SAP AG CR700 5-88

SAP AG 2004





Customizing at item level:Customizing at item level:

Assign business transaction categories:Assign business transaction categories:



Item object type

Define item category:Define item category:

Service Process Customizing: Item

The following predefined item categories are contained in the standard CRM system and can be used

for the service process:

SRVP: You use this item category for service products, that is, products of the type Service.

SRVM: You use this item category for spare parts, that is, products of the type Material.

SRVS: You use this item category for service sales products, that is, products of the type Material that

can be sold and delivered via the R/3.

SRVE: You use this item category for expense items.

SVCP: You use this item category for service products confirmation.

SVCM: You use this item category for service material confirmation.

SVCE: You use this item category for expense confirmation.

First you define the general settings, which are the same attributes for all types of item categories.

General data: item object type.

Procedures and Profiles: text, partner, status, APO availability check (only for sales items, for spare

parts the R/3 availability information is used), organizational data, dates, actions.



© SAP AG CR700 5-89

In the second step, you define the business context for which the item category is used. Settings differ

depending on the assigned business transaction category.



© SAP AG CR700 5-93

SAP AG 2004

Replication of CRM data to R/3 :

Transaction types

Item categories

Organizational units

Service types

Valuation types

Product categories

Controlling Type and Level

Controlling Scenario

For Single Object Controlling


Replication: You can replicate the characteristics of service processes (contracts, orders and

confirmations) that you want to use for Controlling in R/3.

The Controlling Scenario is needed for single object controlling and defines how the internal orders

that are created from CRM are described. The following parameters are defined by the controlling

scenario: costing sheet, overhead key, results analysis key, settlement profile, object class, and functional

area.

The Controlling Type and Controlling Level are defined for combinations consisting of a transaction

type, a service organization, and a responsible service organization for a certain validity period. There

are several options:

No Controlling

Mass-Object Controlling (profitability segment)

Single-Object Controlling (internal order) on business transaction level Single-Object Controlling (internal order) on item level


If you assigned single-object controlling to the Controlling type, you must also specify the Controlling

Scenario.

For single-object controlling, the internal order is always created with the order type SAPS .



© SAP AG CR700 5-94

SAP AG 2004

Service Process: Unit Summary


Describe contents and functions of the service process

Know the steps for service processing

Create a service process

Create a service confirmation

Perform the customizing settings for service process



© SAP AG CR700 5-98

Exercises

Unit: Service Order Management

Topic: Resource Planning


• Maintain data for resource planning

• Use the resource planning tool

• Use the appointment scheduling functionality

In the role of a resource planner, you plan the service tasks byassigning a service technician, who has the required

qualifications. Than you monitor the execution of the assignments

and check the assignment status.

2-1 Create an assignment for your service order. Open the resource planning tool.

2-1-1 Search your service technician group.

If you want to create an assignment you have to first check the service techniciangroup.

Open the locator with the Locator button.

Expand the Service Team tree and use the structured search to find the service

team.

2-1-2 Check the qualification requirements of your service order.

2-1-3 Use the ranking functionality to determine a technician.

Which is the best service technician for the job?

_______________________________________

2-1-4 Create an assignment.

Create an assignment for Lou Windham:

2-1-5 Change status of the assignment.

Change the status into Informed.

Check the color of the assignment.



© SAP AG CR700 5-99

_____________________________



© SAP AG CR700 5-101

Exercises


Topic: Service Confirmation


• Confirm time and material

Time and material data is confirmed by the technician.

3-1 Create a service confirmation with reference to a service order

3-1-1 Open your service order to do a follow-up confirmation.

Search for your service process

After finding your service process, create a follow-up confirmation.

3-1-2 Copy all the items into your confirmation.

3-1-3 Enter Lou Windham as the Service Technician

In the confirmation header area, in the Service Employee field, delete the entry and

enter Windham.

3-1-4 Mark the confirmation items as complete.

Choose Save.

Make a note of the service confirmation number.

________________________________



© SAP AG CR700 5-104

You will receive a list with all postings.



© SAP AG CR700 5-106

Exercises


Topic: Service Billing


• Create billing documents for service

The services are charged.

5-1 Create a billing document

5-1-1 Maintain the billing due list.

Select Maintain Billing Due List and select the billing application CRMB.

Insert your confirmation document number and select Execute (F8).

Expand the transactions to see what is billed.

Select all transactions and choose Individual Billing .

Save the billing documents.

5-1-2 Display the billing documents.

Call up Maintain Billing Documents and select Payer ##MEGASTORE.

What are the billing document numbers?

_________________________________

Check FI integration of the billing document.

Mark one item and select the Display Document Flow button.

Mark the invoice and select the Display Accounting Documents button.

You receive a list with all relevant accounting documents.

Which FI documents were generated?

______________________________



© SAP AG CR700 5-107

With a double click, you can jump directly to the controlling documents.



© SAP AG CR700 5-109

Exercises


Topic: Service Controlling


• Display costs and revenues for your service process

The result for each service process is analyzed.

6-1 Display order result

Display the CO orders that have been generated from your service process.

6-1-1 What is the document number?

_________________________

Call up the cost analysis. Extras→ Cost Analysis.

What are the planned and actual costs for the service and the spare part?

__________________________________________________________

6-1-2 Compare actual and planned costs and revenues.



© SAP AG CR700 5-114

2-1-4 Create assignment

Choose your service order.

Choose the technician you would like to assign to the order.

Choose Create Assignment at the top of the screen.

It will use the default time from the service order to create the assignment.

2-1-5 Change status of assignment

Right mouse click on the assignment.

Choose Details.

Change the status of the assignment to Informed.

Choose Copy.



© SAP AG CR700 5-115

Solutions




3-1-1 Create a follow-up service confirmation from your service order..

Log on to the Enterprise Portal with the user name provided by the trainer.

Navigate to Service & Support → Orders.

In the Get field, select Transaction Number and in the second field, enter your

service process number.

Choose Go.

Your service order will display.

Choose Expand and then Create Confirmation.

In the dialog-box, select Confirmation. A second window browser will display.

3-1-2 Copy all the line items into the confirmation.

Item Selection tab

Choose Copy All

The Transfer column will display a green check showing transferred items.

3-1-3 Enter Service technician Lou Windham.

In the confirmation header area, in the Service Employee field, delete the current

entry and enter Windham.


Service Employee 400440

Enter

3-1-4 Mark the confirmation complete and save your confirmation.

Choose the Expand icon and then Complete items.

Choose Save.

Transaction number: see system message



© SAP AG CR700 5-117

Solutions


Topic: R/3 Integration


• Post Cost to the corresponding controlling objects

• Post goods issue

Time and material data is posted in R/3.

4-1 Integration with R/3

The confirmations have created time data records in the cross application time sheet

(CATS). A supervisor would review the time records for the technicians’ work and then

(because you have not set up automatic transfer to accounting) the supervisor would initiatethe transfer of the data. In this exercise, you will perform these supervisory functions.

In addition, in R/3 you want to view the material goods movements that were created by

the confirmation for the parts used from the technician’s van stock.

4-1-1 CATS Integration

Navigate to R/3 Integration→ CATS Transfer to Controlling

Enter the HR employee number for Lou Windham 10451.

Execute (F8) and the cost information will transfer to accounting.

4-1-2 Stock Overview

Navigate to R/3 Integration→ Stock Overview R/3

Enter the material R-1130 and choose Execute (F8)

You receive a stock overview for all plants and storage locations.

Use the menu path at the top: Environment → Material Movements

to view the material document list for material R-1130.



© SAP AG CR700 5-119

Solutions




5-1-1 Maintain the billing due list.

Navigate to IDES→ Billing .

Select Maintain Billing Due List and select the billing application CRMB.

Insert your confirmation document number and choose Edit (F8)





Navigate to IDES→ Billing .

Call up Maintain Billing Documents and select by Payer ##MEGASTORE.

Choose Maintain Billing Documents

Check accounting integration of the billing document by the following steps:


Mark invoice and select the Display Accounting Documents button.


With a double click , you can jump directly to the accounting documents.



© SAP AG CR700 5-121

Solutions




Navigate to R/3 Integration→ Display Internal Order .

6-1-1 Display the internal orders that have been generated from your service process and

your service confirmation.

Use the F4 help to search your internal order. Use the search Internal OrderCreated by CRM Service. Enter your service order number as search criteria

Choose the internal order by doubleclicking.

Enter.

6-1-2 Call up the cost analysis by using the menu path Extras → Cost Analysis.

Compare actual and planned costs and revenues.



© SAP AG CR700 5-123

Solutions


Topic: Service Quotation

1-2 Create a Service Quotation.

In the CRM system in SAPgui, use the menu path:

SAP Menu→ Service→ Maintain Service Processes

1-1-1 Create a service quotation of type HT Quot. → Service.

From the menu: Business Transaction →Create.

In the pop-up box, choose the service quotation type: HT Quot. →Service

1-1-2 Enter the following data:

Field Name or Data Type Values or Action

Description Service for ##

Customer ##Megastore

Priority High

Enter

1-1-3 Enter a service product SRV1_4 (Repair) with quantity 1.


Product SRV1_4

Quantity 1

Enter

The item category is: SRQP (SAP Service Product Item).

If a pop-up menu indicates that one or more contracts exist for the customer, choosethe No Assignment button.



© SAP AG CR700 5-124

1-1-4 Enter a spare part item R-1130 (Keyboard, English) with quantity 1.

Choose Item Details.

Choose the Spare Parts tab


Product R-1130

Quantity 1

Enter .

The item category is: SRQM (SAP Service Material Item)

If a pop-up menu indicates that one or more contracts exist for the customer, choosethe No Assignment button.

1-1-4 View the status.

On the Overview tab, see the field Status which shows Quotation status for the

items.

To view the transaction header status, choose Transaction Data. On the Status tab,it shows the service quotation is released.

1-1-6 Net value of service quotation and gross value of service quotation can be found on

the Prices tab on header and item level.

1-1-7 Save your quotation. Note your transaction number _______________________

1-2 Create a service order of the type Service Process as a follow-up document.

1-2-1 While in your service quotation, choose the button Create Follow Up Transaction

at the top of the screen.

Choose Service Process→ Service Process

You are now in the service process.

Copy all the line items from the quotation into the service order.

9. Select the items and press Copy.

10. You may now view the copied items on the Overview tab.

Choose Save.

Note your transaction number _______________________________.



© SAP AG CR700 5-125

Solutions


Topic: Resource Planning

2-1 Start the Resource Planning Tool to create an assignment for a service technician.

Menu path: SAPmenu→ Service Resource Management→ Resource Planning→ Start


2-1-2 If necessary, search for the service technician group using the Locator .

Choose Locator

Open Service Team and click on Search Term Enter part of the name of the Service employee group in the With Name field and

use an asterisk (*) as a wildcard in your search.


Service Employee Group US Service Employee Group

1

2-1-2 Check qualifications

To check the qualification requirements of the service order, find your service order

item within the list viewer .

Highlight your service item and use the right mouse button.

Choose the entry Qualification requirements from the list. The result will be a list

with all the qualifications that are needed to perform the service.

Choose Continue to close the pop-up box.

2-1-3 Ranking List

Select all the employees by right mouse clicking on the name of the servicetechnician group and choosing the option Select All Service Employees from a drop-

down list.

Right mouse click on the row with your service process item and a drop-down list

appears. Choose Ranking List .

You will receive a ranking list, which helps to determine the best-suited service

technician.

Choose Cancel to exit the ranking list.



© SAP AG CR700 5-127

Solutions




3-1-1 Create a follow-up service confirmation from your service order..

Open your service process.

SAP menu→ Service→ Maintain Service Process

Choose Open Business Transaction (the folder icon).

Enter your service process transaction number. Enter .

Your service order will display.

Choose the icon Create Follow Up Transaction.

Service Confirmation→ Confirmation

3-1-2 Copy all the line items into the confirmation.

Select both items.

Choose Copy

The Overview tab will show the transferred items.

3-1-3 Enter Service technician Lou Windham.

Choose the button Fast Entry.

In the confirmation header area, in the Exec.Service Employee field, delete the

current entry and enter Windham.


Service Employee 400440

Enter

3-1-4 Mark the confirmation complete and save your confirmation.

Choose Complete..

Choose Save.



© SAP AG CR700 5-128

Transaction number: see system message ______________________



© SAP AG CR700 5-130

Solutions


Topic: R/3 Integration

4-1 Integration with R/3

The confirmations have created time data records in the cross application time sheet(CATS). A supervisor would review the time records for the technicians’ work and then

(because you have not set up automatic transfer to accounting) the supervisor would initiatethe transfer of the data. In this exercise, you will perform these supervisory functions.

In addition, in R/3 you want to view the material goods movements that were created by

the confirmation for the parts used from the technician’s van stock.4-1-1 CATS Integration

Log into the R/3 system. Your instructor will give you the user name and

password.

Menu path: SAP Menu → Human Resources → Time Management → Time

Sheet → Transfer → Accounting (CAT7)

Enter the HR employee number for Lou Windham 10451.

Execute (F8) and the cost information will transfer to accounting.


Menu path: SAP Menu→ Logistics → Materials Management → Inventory

Management → Environment → Stock → Stock Overview (MMBE)

Enter the material R-1130 and choose Execute (F8)

You receive a stock overview for all plants and storage locations.

Choose the line with 1500 VAN 1: Windham

Use the menu path at the top: Environment → Material Movements

to view the material document list for material R-1130.

The materials movement will reference the internal order associated with yourservice process.



© SAP AG CR700 5-132

Solutions




5-1-1 In the CRM system, use the menu path:

SAP Menu → Service → Billing → Maintain Billing Due List.

Enter your confirmation document number and choose Edit (F8)





SAP Menu → Service → Billing → Maintain Billing Documents.

Enter your ##Megastore business partner number in the Payer field..

Choose Maintain Billing Documents

Check accounting integration of the billing document by the following steps:


Mark invoice and select the Display Accounting Documents button.


With a double click , you can jump directly to the accounting documents.



© SAP AG CR700 5-134

Solutions




In the R/3 system use the menu path:

SAP Menu → Accounting → Controlling → Internal Orders → Master Data → Special

Functions → Order → Display

6-1-1 Display the internal orders that have been generated from your service process and

your service confirmation.

Use the F4 help to search your internal order. Use the search Internal OrderCreated by CRM Service. Enter your service order number as search criteria

Choose the internal order by double clicking.

Enter .

6-1-2 Call up the cost analysis by using the menu path Extras → Cost Analysis.

Compare actual and planned costs and revenues.



© SAP AG CR700 5-136

Exercises

Unit: Product Service Letter Management

Topic: Create a Product Service Letter


• Create a Product Service Letter (PSL)

• Create Service Order Items based on PSL’s

Since this was the 34th

repair ticket the technician has received

for the same LCD problem over the past few weeks, he decides to

discuss the issue with some of the other Service Technicians whohave worked on the problem. After a number of discussions with

his colleagues as well as with the Manufacturer, the technician

concludes that this is a manufacturing defect and that all

remaining stock needs to be cleared off the shelves. Also,customers who have purchased the Notebook Professional 17 in

the past 6 months need to be notified of the problem. He uses the

Product Service Letter to identify who these customers are via theRegistered Product Number (Individual Object) and then to create

an automatic service order for follow-up with these customers.

1-1 Create a product service letter.

1-1-1 Create a new PSL with the transaction type: SAP Product Serv. Letter.


Field Name or Data Name Description

Bill-To Party US Service (400410) Description ##LCD Display

Priority Medium

1-2 Identify the product and ID type that are the subject of the product service letter.

1-2-1 Enter the information.



© SAP AG CR700 5-137

Field Name or Data Name Description

Product-ID HT-1011

ID Type Product ID

1-2-2 Release the PSL.

1-2-3 Enter an action at the header level.

Add the action PSL_CREATE_ITEMS . The action is automatically processed.Check the status.

1-2-4 Select the Relationships tab and enter the Service Template transaction number :200270.

1-2-5 Return to the item level to select the line items containing the Product ID’s

(Individual Objects).

1-2-6 Add the action PSL_CREATE_SO_ITEM on item level.

1-2-7 Save your PSL.

1-2-8 Check the Document Flow to view the service order that was just created for aline item.



© SAP AG CR700 5-138

Solution


Topic: Create PSL


repair ticket the technician has received for the same LCD problem over the

past few weeks, he decides to discuss the issue with some of the other Service Technicians whohave worked on the problem. After a number of discussions with his colleagues as well as with the

Manufacturer, the technician concludes that this is a manufacturing defect and that all remaining

stock needs to be cleared off the shelves as well as all customers who have purchased the Notebook Professional 17 in the past 6 months need to be notified of the problem. He uses the

Product Service Letter to identify who these customers are via the Registered Product Number

(Individual Object) and then to create an automatic service order for follow-up with thesecustomers.

1-1 Create a new product service letter.

Log into the Enterprise Portal with the user provided by your trainer.

Top level navigation: Service and Support→ Product Service Letter .

1-1-1 Create a new PSL with the transaction type: SAP Product Serv. Letter

Select the Create button.Choose the transaction type: SAP Product Service Letter .



Bill-To Party US Service (400410)

Description ##LCD Display

Priority Medium

1-2 Identify the product and ID type that are the subject of the product service letter. Choose

the Objects tab and select the Add Entry button.



© SAP AG CR700 5-140

Choose the Document Flow tab to view the service orders created for the line items.

To notify the customers of the recall, you could create a letter via a form that istriggered by an action in the service order when it is initially created.



© SAP AG CR700 5-141

Management Solution


Topic: Create PSL


repair ticket the technician has received for the same LCD problem over the

past few weeks, he decides to discuss the issue with some of the other Service Technicians whohave worked on the problem. After a number of discussions with his colleagues as well as with the

Manufacturer, the technician concludes that this is a manufacturing defect and that all remaining

stock needs to be cleared off the shelves as well as all customers who have purchased the Notebook Professional 17 in the past 6 months need to be notified of the problem. He uses the

Product Service Letter to identify who these customers are via the Registered Product Number

(Individual Object) and then to create an automatic service order for follow-up with thesecustomers.

1-2 Create a new product service letter.

In the CRM system, use the menu path: SAP Menu→ Service→ Maintain Product

Service Letters

1-1-2 Create a new PSL with the transaction type: SAP Product Serv. Letter

From the menu choose Business Transaction→

Create Choose the transaction type:SAP Product Service Letter .



Bill-To Party US Service (400410)

Description ##LCD Display

Priority Medium

1-2 Identify the product and ID type that are the subject of the product service letter.





© SAP AG CR700 5-142

Product-ID HT-1011

ID Type (Dropdown box) Product ID

You can specify a range if you so choose, but for purposes of this exercise, you will

leave these fields blank.

1-2-2 Release the PSL.

At the header level, change the status from Open to Released using the dropdown

menu.

1-2-3 Enter an action at the header level.

Go to Transaction Data

Choose the dropdown to choose the action PSL_CREATE_ITEMS.

All Product ID’s (Individual Objects) associated with the product HT-1011 will be

gathered up and listed on the Item Details.. Select Item Details to view all theProduct ID’s associated with the product HT-1011.

1-2-4 Add a template which will contain the repair steps for the service orders generated.

Return to Transaction Data.

Select the Relationships tab and enter the Service Template transaction number:200270.

The template is used to automatically copy in data to service orders. In the next

steps, we will trigger an action that will automatically create service orders for each

of the Product ID’s in the service letter and in these generated service orders, thedata from the template will automatically be copied in.

1-2-5 Return to the Item Details and select the line items containing the Product ID’s

(Individual Objects).

1-2-6 Go to the Actions tab on the item level and add the action PSL_CREATE_SO_ITEM. With this action, at the time of save, a service order will

be created immediately and the status of the line item is changed to Processed.

1-2-7 Save your PSL.

Choose Save.

1-2-8 Check Document flow to view the service order that was just created.



© SAP AG CR700 5-143

Choose the Document Flow icon to view the service orders created for the line

items. To notify the customers of the recall, you could create a letter via a form thatis triggered by an action in the service order when it is initially created.



© SAP AG CR700 6-1

SAP AG 2004

Complaints and Returns


7. In-House Repair


9. E-Service


Appendix



Object


4. Planned Services


Day 3

Day 1 Day 2



© SAP AG CR700 6-2

SAP AG 2004


Processing

Case Management


Customizing




© SAP AG CR700 6-3

SAP AG 2004

At the conclusion of this unit you will be able to:

Describe the options of complaints handling

Describe the options of returns processing

Perform the customizing settings for complaints and returns

Complaints and Returns: Unit Objectives



© SAP AG CR700 6-4

SAP AG 2004

Complaints and Returns: Business Scenario

Today’s customer is more educated and demanding.The customer expects appropriate action if there are

defective products or deficient services.

Companies with a high volume of returns or

complaints and a low staff-customer ratio require an

intelligent and effective service and support system

for automatic and optimal processing of

information.

Customers use the Internet, telephone, e-mail, or fax

to report that they are not satisfied with the goods

or services they have received.



© SAP AG CR700 6-5

SAP AG 2004

Complaints and Returns Processing: TopicObjectives

At the conclusion of this topic you will be able to:

Create and process complaints

Create and process returns



© SAP AG CR700 6-6

SAP AG 2004

Complaint

When a customer has issues with a material or service provided

Complaint

When a customer has issues with a material or service provided

Return

When a customer wishes to return a material he has received

Return

When a customer wishes to return a material he has received

Two documents to handle customer satisfaction

Both documents provide:

Easy entry to document defects and causes

Flexible process definition and control

Actions that can be chosen or set to occur automatically

Tracking and reporting

Integration with controlling, Interaction center and mySAP Business Intelligence


Features of the Complaint and Return documents: Automatic business partner determination and data display

Catalog types allowing flexible definition of information for capture and analysis

Reason for rejection and reason for complaint

Linking of attachments, such as Microsoft Office documents for full details

Actions can occur automatically or can be triggered by the user clicking a pushbutton to launch follow-

on documents to handle sending a replacement, creating a return, creating a credit memo, and specifying

other logical next steps.

Integrated with the Interaction Center so that an agent can quickly view prior transactions with

customers, create complaints or replacements as follow-on transactions, and view status of outstanding

complaints.

When the documents are saved, information from the complaint or return is transferred to the SAP

Business Information Warehouse.



© SAP AG CR700 6-8

SAP AG 2004

Complaints and Returns Management

Create complaintfor product and

service

44

22

33

55

11

66

Return defective

product


Management

Create substitute

delivery

Create credit

memo for

service

Analyze complaint

reasons and success

of actions taken

Check customer

satisfaction

The customer calls the service organization to complain about a service performed and a defective product that was delivered.

The customer sends in the defective product using the return material authorization number issued.

A service employee performs a technical analysis and decides that the customer should be given a

replacement for the defective product.

The service employee also decides that the customer should be compensated with a credit for the

incomplete service performed.

Using predefined queries and reports, the service manager analyzes complaint reasons and decides what

actions should be taken to prevent further complaints and checks whether the actions taken and product

changes were successful.

The agent calls the customer to ensure that the customer is satisfied.



© SAP AG CR700 6-9

SAP AG 2004

Complaints Process

Complaint

item

Return

request

Credit/debit

request

Spare part

delivery

Customer-specificactions

Sub-Items

CRM document

SAP R/3

CRM

Billing

Complaint

Task

Main-Items

Sub-items Sub-items are assigned to a superordinate item

Sub-items trigger follow-up documents:

- SAP R/3 documents

Return request

Substitute delivery

- CRM Billing documents

Credit memo

Debit memo

Sub-items can be created by actions triggered either manually or by the system, based on predefined

planning and start conditions.

Activities can be contacts or tasks. Task is 1003.



© SAP AG CR700 6-10

SAP AG 2004

Specific Complaint Functions

Complaint

With or without reference to a product sold or a service performed

Standard actions delivered: credit memo, debit memo, substitutedelivery, return request

Data that can be maintained:

Reference document

Business partner

Reference object

Product sold or service performed

Quantity

Complaint reason and description

You can create complaints and returns directly from the items in a sales or service transaction. Thissimplifies the creation of complaints because all data (for example, partners, products, quantities and

prices) is transferred from the line item.

Complaints and returns processing is integrated with Action Management. You can define business

specific actions (for example, credit or debit memos) that should be triggered by a complaint.

Complaints enable follow-on processes, such as stock posting to be triggered automatically.

Catalogs can be defined with damage codes, which speed the entry of complaints and enables statistical

evaluation. Integration with SAP Business Information Warehouse enables you to create statistics for

evaluation purposes (such as how many complaints reference a particular product).

Users can follow the processing of complaints or returns using status, which gives them information at

every step.



© SAP AG CR700 6-11

SAP AG 2004

Complaint and Return Functions

Reference Documents

Reference Objects

Warranty Determination

Quantity Check

Return Material Authorization

Reference Documents You can create a complaint/return with or without reference to a CRM document, for example, a sales

order, service order, or billing document.

You can create a reference to any document residing in an integrated system, for example, billing or

delivery documents in SAP R/3.

The selected items from the reference document are copied into the complaint/return document

according to the defined copying rules.

You can add information to an existing complaint document by creating a reference to one or more

documents. You can also create a reference on item level.

Reference Objects

In complaints and returns, you can provide additional information about the product or service that is

the subject of the complaint by creating a reference to objects from a header or item.

You can create a reference to products, installed bases (IBases) and their components, or individualobjects.

Information about the relationship between a product and an IBase enables you, for example, to

analyze complaints to identify problems that are dependent on the IBase in which a product is

installed.

Warranty Check

An automatic check determines whether a warranty exists for customer-specific objects.

You can use warranty information to make decisions about the subsequent actions that need to be

taken. For example, you might want the system to automatically create a return item if a warranty

exists.



© SAP AG CR700 6-12

The warranty check is based on:

- Maintained warranty conditions for the individual object or installed base component

- Manually maintained delivery date

Quantity check

An automatic check prevents the entry of complaints for more products or services than have actually

been sold to a customer.

For new complaint or return items, the system also displays the maximum quantity of a product or

service that can be entered. You can define whether the user should get an error or information message when increasing the

maximum quantity displayed.

Prerequisite is a reference to a service order, sales order, or billing document.

Return material authorization (RMA)

Each return process requires:

- An authorization check for returning a sold product

- A unique RMA number for the return delivery

Authorization checking is supported by a warranty check and a reference to an existing CRM sales

order.

The unique CRM complaint/return number, which is also available in SAP R/3, supports the RMA

number.



© SAP AG CR700 6-13

SAP AG 2004

Standard Actions

Create return request

An SAP R/3 return request is created forgoods receipt processing.

Create spare part delivery

An SAP R/3 delivery document is created

and managed in the delivery list.

Create credit/debit memo request

The credit/debit memo request is transferred to the CRM Billing

credit/debit request is created. It appears in the billing list.

Create task

A CRM task is created and appears in the task list of the

responsible employee.

Credit Memos and Debit Memos are created within CRM Billing. Both mass controlling and individual controlling scenarios are available for the service process (starting

with SAP R/3 Release 4.6B). Only mass controlling is supported for the sales process.

When credit memos are generated, the relevant controlling objects are created.

During mass controlling, the corresponding profitability segment is determined using the

characteristics of the sales or service process.

During individual controlling, the corresponding internal order is determined using the characteristics

of the service process.

Returns Requests automatically create a return sales order within R/3. The number of the R/3 sales order

and the number of the CRM return is the same. The goods receipt can be posted subsequently to this

return order. In addition, when a returns request is created, accounts receivables are posted in the SAP

R/3 FI component and the controlling object is also posted.

Spare parts delivery automatically creates a sales order in the SAP R/3 SCM component to which adelivery and goods issue can be posted. The sales order contains the same number and item category as

the complaint document in CRM.

R/3 has two new document types, CRMC and CRMR, which correspond to transaction types in CRM.



© SAP AG CR700 6-14

SAP AG 2004

Returns Process

Return

itemCredit/debit

request

Spare part

delivery

Customer-specificactions

Sub-items CRM document

SAP R/3

CRM

Billing

Return

Task

The process begins when returned goods are received or a customer asks to return goods. The employee creates a return in the CRM system. This can be done with or without reference to an

existing document. A returns item can be made by copying from the preceding document.

Customer data is entered at the header and additional business partners are determined using partner

determination.

A returns order is generated in the R/3 system when a returns item is created in the CRM system. The

number of the R/3 sales order and the number of the CRM return is the same. A goods receipt can be

posted in SAP R/3 to this R/3 order.

As with the complaint, an employee enters a reason from predefined codes.

Activities can be triggered such as a credit memo, a spare parts delivery, or a customer-specific action.

A credit memo transfers billing relevant items to CRM Billing.

A spare part delivery sales order is created in the SAP R/3 SCM component if spare part delivery is

chosen. Employees can also create tasks which may be assigned to another employee to complete.



© SAP AG CR700 6-15

SAP AG 2004

Specific Return Functions

Return

With reference to a product sold

Return item automatically triggers creation of return request in

SAP R/3 SD

Standard actions delivered: credit memo, debit memo, substitute

deliveries

Data that can be maintained:

Reference document

Business partner

Product sold

Quantity

Return reason



© SAP AG CR700 6-16

SAP AG 2004

Case Management: Topic Objectives


Explain the concept of mySAP CRM Case Management, whichprocess complex and related problems or issues that extend

beyond individual documents, transactions, or business

partners

Explain how cases enable you to consolidate and manage

diverse information about a problem or issue in a central

repository, and to track and analyze this information



© SAP AG CR700 6-17

SAP AG 2004

Case Management

Case Management

Provides a central repository for managing

common information originating from multiple

sources and channels

Enables global exchange of information by

ensuring that all parties involved with a case have

access to the same information simultaneously

Supports the processing of linked cases together,

thus allowing a high volume of data resulting in a

lower cost per customer treatment

To have a comprehensive and in-depth history of the case To efficiently identify and react to customer needs

To build customer loyalty

To provide your organization with greater visibility of case information resulting in an improved

processing efficiency

Being an open solution, it supports the linking of objects from different applications, such as SAP CRM

and SAP R/3, as well as objects from external applications



© SAP AG CR700 6-18

SAP AG 2004

Case Management in mySAP CRM

Create case

7744

22

33

55

11

66

Create case

hierarchy

Process case

Close case

Create service

confirmation

Perform

analysis of

case

Perform billing

The contact center agent processes several business transactions relating to a common issue. An alertinforms the agent to create a case to manage all the information together. The case is assigned to a case

processor.

The case processor reviews the case history and assigns a team of people to work on the case by creating

activities to be fulfilled by the team. Additionally, a case note is added instructing the team to link all

electronic forms to the case. A security level of confidentiality is assigned to the case.

While reviewing the case log, the case processor identifies another case related to the current case and

links this case to the current case as a sub-case.

The case processor creates a service confirmation to enter time and expenses associated with the case.

The case processor closes the case after having ensured that all activities, linked business transactions,

and sub-cases have been processed and closed.

Billing of time and expenses for the case.

Using predefined queries and reports, the service manager performs case analyses to maintain visibilityof case processes within his or her reach of responsibility.



© SAP AG CR700 6-20

SAP AG 2004

Case Management Features II

Linking of products

Maintaining an ongoing notes log

Tracking of changes

Authorizations

Case-specific analytical information

Alerts

Scripting

Case classification

Copying of cases

Linking of products – supports the linking of an existing Installed Base component, individual object,and product to the case

Maintaining an ongoing notes log to capture case-relevant information; case notes are user, date, and

time stamped and can be further specified through case note types

Tracking of changes as part of the case history through visibility of an audit trail of changes applied to

the case. The changes are user, date, and time stamped

Authorizations restricting viewing and editing capabilities based on case types and case note types. In

addition, it is possible to restrict user access to specific information within an authorized case type.

Case-specific analytical information to support the visibility of case characteristics for ease of search,

selection, and processing

Alerts to support event-triggered alert mechanisms, such as overdue case tasks

Scripting – intelligent guidance tool that provides case instructions for the less experienced user

Case classification – enables the grouping of cases for search, reporting and analysis reasons by definingadditional attributes that are saved with the case

Copying of cases – creation of a new case by copying an existing case with the ability to predefine which

data gets copied to the new case



© SAP AG CR700 6-21

SAP AG 2004

Complaints and Returns Customizing:Topic Objectives


Perform the customizing settings for complaints and returns

Describe how to customize actions



© SAP AG CR700 6-22

SAP AG 2004

Complaints and Returns: Customizing

Standard transaction types:

CRMC – Complaints

CRMR – Returns

TSC – Sales Complaints

Standard item categories:

COMP – Complaint

G2N – Credit Memo

L2N – Debit Memo

TANN – Free of Charge Subsequent Delivery

CRMR – Returns

Item category determination for sub-items

The item category for the subitems is determined by the transaction type, the item category group (fromthe product master), the usage (from the action definition), and the main item category.



© SAP AG CR700 6-23

SAP AG 2004

Processing Medium Methods

Workflow

Smart Form

You can set up actions in Customizing

according to the demands of yourcompany’s processes.

Actions can schedule and start follow-on processing

steps, depending on transaction type and different

schedule and start conditions.

Action profiles control this process.

Customizing Actions

activeactive

inactiveinactive

Start Condition

Action ProfileAction Profile

ActionAction

Schedule

Condition

Schedule

Automatically

Schedule

AutomaticallyAction ListAction List

F4 (manually)F4 (manually)

Toolbar (manually)Toolbar (manually)

Processing Time immediately

when saving

selection report

yes

no

fulfilled

fulfilled

In Action customizing, you can do the following: Create an action profile with action definitions

Define the attributes of the actions in the action definitions, such as the processing time or whether the

action may be changed in the document

Define conditions (schedule and start conditions) for action types

Assign the action profile to the relevant transaction type and item category

Action profiles COMPLAINT and COMPLAINT_ITEM are delivered by SAP. If they do not meet your

requirements, you can define your own actions.

COMPLAINT is assigned to transaction type CRMC for complaints, COMPLAINT_ITEM is assigned to

item category COMP .

A Wizard in Customizing helps you create action profiles and actions.

You can define labels and icons for the pushbuttons for each action within an action profile. At this

point, you can create pushbuttons only for actions to occur at the item level.



© SAP AG CR700 6-24

SAP AG 2004

Condition:Condition:Action:Action:

Set quotation to

be completed

Validity period expired

Create follow-up

activity, e.g., phone

call

Two weeks before

contract end

Create follow-up

contractTarget value reached

Send printed order

confirmation

Quotation

Contract

Order Order complete and

without errors

Examples for Actions

Actions use the Post Processing Framework (PPF), a Basis component, which can be automated with theinitiation of outputs, follow-on documents or workflows.

Using the Actions tab page within a business document, you can display a list of actions that can be

included in the business transaction.



© SAP AG CR700 6-25

SAP AG 2004

Subject Profile

The subject profile groups the catalog types and the valid code groups

The subject profile contains the hierarchy of the assigned catalogs

The subject profile is assigned to the transaction type

Customizing Catalogs

SubjectSubject

Return ReasonReturn Reason

CauseCause

TaskTask

Steps for setting up catalog customizing: Define the relevant catalog types

Define codes and code groups

Define the code group profiles

Define the subject profiles

Assign the subject profile to the transaction type

A defect class is assigned in Customizing for each code in code groups of the Damage/Reason catalog

type. When defining a defect class, you decide whether or not a defect of this class will be flagged as a

quality defect.



© SAP AG CR700 6-26

SAP AG 2004

Billing types:

G2 – Credit Memo

L2 – Debit Memo

Item categories for billing:

G2N – Credit Memo Item

L2N – Debit Memo Item

Item category determination

Customizing for Billing

A billing type specifies the characteristics and properties of a billing document (an invoice, credit memoor debit memo, for example). The billing type attributes determine how the system behaves during the

billing process.

The item category determines the properties and characteristics of billing due list items and billing items

(normal service items, and credit/debit memo items, for example). The item category attributes

determine how the system behaves during Input Processing and Billing.

The Item Category Determination service is used to define the item category for CRM Billing from

data on CRM business transactions. There are two possible ways of doing this:

You can assign the item category for CRM Billing to a specific combination of transaction type and an

item category of the relevant CRM business transaction.

If the standard setting above is not sufficient for your business scenario, you can use Advanced Item

Category determination to determine the item category for CRM Billing more flexibly.



© SAP AG CR700 6-29

Exercises

Unit: Complaints and Returns

Topic: Complaints and Returns Processing


• Create and process complaints documents

• Create and process returns documents

Customers are complaining about products and services they

received from our company. You would like to create different

business transactions to document complaints and trigger follow-up transactions.

1-1 To create a new complaint as follow-up document, refer to the created service order in the

exercise Service Order Management- Service Quotation.

1-1-1 Create a new complaint.

Choose Create.

Choose the transaction type: Complaints.

Enter the following data:

Field Name or Data Type Description or Value

Sold-To Party ##MEGASTORE

Description Complaint ##

Priority Very High

To confirm your entries, choose Enter.

If you receive a pop-up with contact persons, please choose one.



© SAP AG CR700 6-30

Enter the following data for the product:


Product R-1130

Quantity 1

To confirm your entries, select Enter.

2-1 Create sub item Return Request.

Create a return request as sub-item using the action functionality on item level.

2-2 Create the sub item Credit Memo.

Create a credit memo as sub-item using the action functionality on item level.

Save your business transaction.Make a note of the business transaction number of your returns.

2-3 R/3 Integration

2-3-1 Create Returns Delivery.



Shipping Point 3800

Order Business Transaction Number ofyour Complaint

Post the goods receipt.




Material R-1130

Plant 3800

Choose Execute.

Mark with the cursor 3800 Atlanta and choose. Details.



© SAP AG CR700 6-31

Under Stock Type, you see that the system has added your returns request.

2-4 Billing credit memo

2-4-1 Release List for Billing

In order to bill your credit memo you have to use the billing engine application.

Enter your transaction number of your complaint and choose Execute.

Select the transaction number of your complaint and choose Release.

2-4-2 Maintain billing due list

Enter the transaction number of your complaint and choose Execute.

Select your transaction and choose Individual Billing .

Choose Save.



© SAP AG CR700 6-33

Solutions



2-1 Create a Complaint.

Log on to the Enterprise Portal with a user name (provided by your trainer).

In the Top Level Navigation bar, choose Service & Support → Complaints.


Choose Create.

Choose the transaction type: Complaints





Priority Very High


If you receive a pop-up with contact persons, please choose a contact person.

If you receive an additional pop-up for the contact person address, please choose

and address.

In the Product tab, choose Add Entry.



Product R-1130

Quantity 1




© SAP AG CR700 6-34

2-1 Create a Return Request to send back the item.


Go to the Scheduled Action tab on item level.Choose Add .

Select Returns Request

2-2 Create a Credit Memo line item to refund the customer..

Create a credit memo as sub item using the action function on item level.

Choose Scheduled Actions.

Choose Add .

Select Credit MemoSave.

2-3 When the customer returns the item, a returns delivery will be created.

2-3-1 Create Returns Delivery

In the Top Level Navigation bar, choose R/3 Integration → Create Outbound

Delivery.

Even though the screen shows the Outbound Delivery header, the line item iscreated as a returned item.



Shipping Point 3800

Order Business Transaction Number of your

Complaint

Choose Enter .

Choose Post goods issue. (which will do a post goods receipt).



© SAP AG CR700 6-35


In the Top Level Navigation, choose R/3 Integration → Stock Overview R/3.



Material R-1130

Plant 3800

Choose Execute.

Double click on the line with plant 3800.

Under Stock Type, you see the Returns line showing that the system has added your

returns request.

2-4 Billing credit memo2-4-1 Release List for Billing

In order to bill your credit memo you have to use the billing engine application.

Choose IDES → Billing

In the Detailed Navigation Area, choose Release List for billing .

In the dialog-box, select CRMB.




In the Top Level Navigation, choose IDES → Billing

In the Detailed Navigation Area, choose Maintain billing due list .

In the dialog-box, double click on CRMB.



Choose Save.



© SAP AG CR700 6-37

Solutions



3-1 Create a Complaint.

In your CRM system, use the menu path:

SAP Menu → Service → Maintain Complaints and In-House Repairs


From the menu at the top of the screen, choose Business Transaction → Create.

Choose the transaction type: Complaints





Priority Very High


If you receive a pop-up with contact persons, please choose a contact person.

If you receive an additional pop-up for the contact person address, please choose

and address.



Product R-1130

Quantity 1




© SAP AG CR700 6-38

2-1 Create a Return Request line item to send back the item.


Choose the button Returns Request

2-2 Create a Credit Memo line item to refund the customer..Create a credit memo as sub item using the action function on item level.

Choose the button Credit Memo

If you wish, you can view both of your newly created line items on the Item Details Screen.

Save.

2-3 When the customer returns the item, a returns delivery will be created.

2-3-1 Create Returns Delivery

Log onto the R/3 system using the user your instructor has given you.

SAP Menu → Sales and Distribution → Shipping and Transportation → Outbound

Delivery → Create Single Document with reference to sales order (VL01N)

Even though the screen shows the Outbound Delivery header, the line item is

created as a returns item.



Shipping Point 3800

Order Business Transaction

Number of yourComplaint

Choose Enter .

Choose Post goods issue. (which will do a post goods receipt).



© SAP AG CR700 6-39


In the R/3 system, use the following menu path:

SAP Menu → Materials Management → Inventory Management → Environment →

Stock → Stock Overview (MMBE) Enter the following data:


Material R-1130

Plant 3800

Choose Execute.

Double click on the line with plant 3800.

Under Stock Type, you see the Returns line showing that the system has added yourreturns request.

2-4 Billing credit memo

2-4-1 Release List for Billing

In order to bill your credit memo you have to use the billing engine application in

CRM..

In the CRM system, choose the menu path:

SAP Menu→ Service→ Billing→ Release Billing Due List




In the CRM system, use the menu path:

SAP Menu → Service → Billing → Maintain Billing Due List



Choose Save.



© SAP AG CR700 6-41

Exercises

Unit: Case Management

Topic: Create a Case


• Create a Case

• Create a Sub-Case

A contact center agent processes several business transactions relating the

component 3961. An alert informs the agent to create a case to manage allthe information together. The case is assigned to a case processor. The

case processor reviews the case history and assigns a team of people to

work on the case by creating activities to be fulfilled by the team.Additionally, a case note is added instructing the team to link all

electronic forms to the case.

1-1 Log on to the Enterprise Portal.

2-1 Create a case of the type Incident Tracking to track all the incidents that are occurring.

Enter the following information in your case:


Description ## Megastore_Case

Priority Very high

Processor 400440 (Lou Windham)

2-1-1 Save the Case

3-1 Now you want to enter the case details.

3-1-1 Create a Case note with the text type Description and the language English..

3-1-2 Add the Business Partner ##Megastore to the case.

3-1-3 Maintain the reason why you linked this BP.

3-1-4 Add the installed base component 3961.



© SAP AG CR700 6-42

4-1 Create a new activity for this case.

4-1-1 Create an activity of the type Contact .

Use the following information:

Field Name or Data Type Description or ValueStart Date and Time Today at 10:00

End Date and Time Today at 11:00

Activity Partner ##Megastore

Description Discuss issues withcomponents

Priority High

4-1-2 Attach a relevant document to the case. Browse for one you like.4-1-3 Add an existing Service Process to the case.

4-1-4 Save the Case.

4-2 Since the issues are more widespread than immediately thought, you will want to create a

new case to hold information on the case you just created as well as other future cases thatundoubtedly will occur.

4-2-1 Create a new case called ##Umbrella Case with Lou Windham as the processor.

4-2-2 Add your previously created case as a subcase.

4-2-3 Save your new case.



© SAP AG CR700 6-43

Solution

Chapter: Case Management

Topic: Case

The contact center agent processes several business transactions relating the component 3961. Analert informs the agent to create a case to manage all the information together. The case is assigned

to a case processor. The case processor reviews the case history and assigns a team of people towork on the case by creating activities to be fulfilled by the team. Additionally, a case note is

added instructing the team to link all electronic forms to the case.

1-1 Log on to the Enterprise Portal with the user name provided by your trainer.

2-1 Create a case of the type Incident Tracking to track all the incidents that are occurring.

Navigate to Service & Support → Case Management.

Choose Create.

When the pop-up appears, choose Incident Tracking .

Enter the following information for your case:


Header ## Megastore_Case

Priority Very high


Enter to confirm the data


3-1 Now you want to enter the case details.

3-1-1 Create a case note to record information about the case

Case Notes tab.

Use the following settings in the drop down boxes:


Text type Description

Language English



© SAP AG CR700 6-44

Enter whatever text you would like in the text box.

3-1-2 Add the Business Partner ##Megastore. to the case.

Business Partner tab

Add Entry

Use the dropdown in the Business partner field to search for ##Megastore .Choose

the business partner number for ##Megastore.

Enter

3-1-3 Maintain the reason why you linked this BP.

Enter a reason in the Link Reason field on the Business Partner tab

3-1-4 Add the Installed Base Component 3961.

Products tab

Add Entry


Component 3961

Link Reason Repeated breakdowns

4-1 Create a new activity for this case.

4-1-1

Go to the Activities tab to create a new activity.Choose Create

Select the activity type Contact

Enter the following activity data:.


Start Date and Time Today at 10:00

End Date and Time Today at 11:00

Activity Partner ##Megastore

Description Discuss Issues with components

Priority High

Enter

4-1-2 Attach a relevant document to the case.

Documents tab



© SAP AG CR700 6-45

Choose Add

Choose Browse to look for a document

Choose any document you like and give it a name.

Choose Add Document .

4-1-3 Add a Service Process to the case.

Go to the Linked Objects tab

Here you can see all the previously linked objects as well as categories for objectsthat can be added.

Find the entry for Service Order (It will be located under Business Transaction

and Service Process.)

Highlight the entry Service Order.

Choose Add Object

Enter a service process number or choose the dropdown search on the Object Key field to search for a service process.

Your selected order appears in the Linked Objects field under Service Order.


4-2 Since the issues are more widespread than immediately thought, you will want to create a

new case to hold information on the case you just created as well as other future cases thatundoubtedly will occur.

4-2-1 Create a new case

Choose Create

Choose Incident Tracking


Header ##Umbrella Case


Enter

4-2-2 Add your previously created case as a subcase.

Go to the Hierarchy tab

Add Entry

Choose the dropdown search on the Case ID field .

Search All Cases

Go



© SAP AG CR700 6-46

Choose your case.

See how it appears as a subitem.

4-2-3 Save your new case..



© SAP AG CR700 7-2

SAP AG 2004

In-House Repair Processing

In-House Repair Customizing

In-House Repair



© SAP AG CR700 7-3

SAP AG 2004


Describe the options of In-House Repair handling

Perform the customizing settings for In-House Repair

In-House Repair: Unit Objectives



© SAP AG CR700 7-4

SAP AG 2004

In-House Repair: Business Scenario

Manage the whole in-house repair process –

from creation to cash:

Order Management - create in-house repair orders,check whether warranty exists, define repair steps

and assign an existing service contract.

Engagement Management – plan repair costs,

manage quotation, record time and spare

parts used, and bill the client.

Logistics Integration – monitor and check

availability of required service parts, delivered

products to be repaired, and delivered

temporary replacements.

Controlling Integration – plan repair costsand analyze costs and revenues resulting

from the repair.

Escalation Management – monitor and escalate

existing in-house repair orders based on relevant

service level agreements.



© SAP AG CR700 7-5

SAP AG 2004

In-House Repair

Analyze defect

reasons

Enter repair

request

77

44

22 33

55

11

88

66

Plan repair steps

Perform

confirmation

Send in defective

product

Create service

quotation

Create invoice Return repaired

product

The customer calls the service organization to request a repair. The agent enters the repair request. Thesystem checks whether a warranty exists.

The customer sends in the product using the given return material authorization number.

A service representative performs the technical analysis and enters the inspection result (causes, tasks,

etc.). He decides what action should be taken based on the inspection result.

The system calculates the price for the planned repair and required spare parts, according to the price

agreements in the service contract, and the warranty costs. The agent generates a service quotation.

The customer accepts the quotation. The service representative repairs the product and confirms his

working times and materials used. He also documents the inspection results.

The service representative returns the repaired product to the customer.

The service representative triggers customer billing, based on the confirmed time and spare parts used,

and in accordance with existing warranties and specific price agreements.

Using predefined queries and reports, the service manager analyzes the most important defect reasons.



© SAP AG CR700 7-6

SAP AG 2004

In-House Repair: Order Structure

The In-House repair order is a document that covers all

relevant data for the whole in-house repair process starting from a repair request for a defect product or equipment for

a customer

planning of required repair steps and spare parts

all required follow-up steps (scrapping, return request, loaner

management)

In-House

Repair

Header

Main-Item

Sub-Item

Header Data Information that is valid for the in-house repair order as a whole (for example, in-house repair order

number, status, description, priority, Sold-to Party)



© SAP AG CR700 7-7

SAP AG 2004

Sales Order

In-House Repair

Repair StepsRepair Steps

Spare PartsSpare Parts

ReturnRequest

Scrapping

Return repaired

product request

Loan device

request

Sub-Items

Repair Steps

SAP R/3

Loan device

request

Goods issue

Return item

(Inbound)

Return repaired

product item

(Outbound)

Loan device item

(Inbound)

Loan device

Item (Outbound)

Spare Parts

Resource Planning

Reservation

Repair Request

Item

In-House

Repair

Order

Main-Items

Main Item Data Contains information that is valid for specific in-house repair order item only (for example, the

product to be repaired, quantity, status, defect description, subject codes, counter reading ...)

Sub-item Data

Contains information that is valid for the superior main item only (for example, required repair steps,

required service parts, delivery requests for loaner issues, scrapping, …)

Sub-items can be created by triggering actions manually or by the system

Activities can be contacts or tasks. Task is 1003.



© SAP AG CR700 7-8

SAP AG 2004

In-House Repair: Item Hierarchy

Enables items within the service order, in-House repair order and

service confirmation to be structured in the form of a hierarchy Used to show, for example, that certain spare parts belong to a

service or that a service consists of several individual services items

When you create a service order, you link the individual items to form a hierarchy by entering thenumber of the superior item in the field Higher-Level Item. As soon as you have maintained an higher-

level item, an additional tab Item Hierarchy is displayed, where the item hierarchy is represented

graphically.

When values from sub-items are cumulated, this value is assigned to the higher-level item

Group conditions can be defined for pricing. They define whether the system should calculate data for

pricing from more than one document item.

Pricing conditions can either be duplicated in all assigned sub-items or applied to the cumulated value of

all assigned sub-items.



© SAP AG CR700 7-9

SAP AG 2004

In-House Repair: Request

Sales Order

Return Item

(Inbound)

SAP R/3Main-Item

Repair Request

Return Request

In-House

Repair

CRM

The customer reports (for example, to the Call Center) one or more

defect products. He wants to return the defect products within the context of a service

(for example, maintenance for monitors).

The agent enters the relevant information at header and main item

level

Business Partner Data

Reference Object

Product, quantity and defect description



© SAP AG CR700 7-10

SAP AG 2004

In-House Repair: Goods Receipt

The customer records the RMA number on the delivery note.

When the returns arrived, the warehouse clerk

searches for the correct R/3 sales order,

creates the return delivery and

post the goods receipt.

The quantity is posted into the order-specific stock, that the same

repaired product can be returned.

Delivery

Goods Receipt

Main-Item

Repair Request

Return Request

In-House

Repair

CRM

Sales Order

Return Item

SAP R/3



© SAP AG CR700 7-11

SAP AG 2004

In-House Repair: Diagnostic

Pos1Repair Request

Return Request

In-House Repair

CRM

Diagnostic

Repair step 1

Repair step 2

Spare Part 1

Inspection result

recording

Repair step

planning

The sub-item Diagnostic

shows that the defects of

the receipt goods should

be analyzed.

This sub-item is a service

item represented by a

service product (assigned

in customizing).

Sales Order

Return Item

SAP R/3

To record the result of the analysis you can Select the correct cause codes from a predefined damage /cause group.

- Codes can be entered both at header and item level to describe or categorize the service order

subject, such as:

Description (of problem, error, damage, ...)

Cause (of problem, ...)

Reason (for damage, rejection, complaint, inquiry, ...)

Location (of damage, …)

Codes, Catalogs and Profiles can be maintained in Customizing

BW analyses could be defined based on the codes entered in the service order

Enter the inspection results in a predefined and assigned inspection report.

Plan the required repair steps and required spare parts (Repair Step Planning).

Document usage decisions (scrapping, repair).



© SAP AG CR700 7-12

SAP AG 2004

In-House Repair: Repair Step Planning

Service Contract Determination

The system automatically checks for each repair step and spare part

item whether service contracts exists for the customer.

Diagnostic

Repair step 1

Repair step 2

Spare Part 1

Repair step

planning

Relevant service contract information is visible from in-house repair order item referring to servicecontract.

Pricing

The system determines the prices for each repair item.

The different factors influencing pricing can include:

Spare parts and services included in the warranty

Customer-specific prices (discount)

Service contract-specific price agreements



© SAP AG CR700 7-13

SAP AG 2004

In-House Repair: Quotation

In-House Repair Order

Step 1:Create an in-house

repair order with initial

status Quotation Quotation accepted

Item Cat. Status

Dismantle SRVQ Quotation

Quotation accepted

Item Cat. Status

Filter SRPQ Quotation

Step 2:Convert to status

Result: One single document

All pricing-relevant service items and spare part items get the status

Quotation. Quotations provide customers with information regarding prices

and terms of delivery before the actual in-house repair order items

are created

Accept quotation items: The status of quotation items can be converted from Quotation → Quotation accepted .

The service representative can start the repair.

Decline quotation items:

The status of quotation items can be converted from Quotation → Quotation declined.

The system should

Create the outbound delivery to return the not repaired product

Cancel the created spare part reservation in R/3



© SAP AG CR700 7-14

SAP AG 2004

In-House Repair: Confirmation

Repair Request

Return

Request

In-House

Repair

Diagnostic

Repair step 1

Repair step 2

Spare Part 1

In-House Repair Order Service Confirmation

Diagnostic

Repair step 2

Spare Part 1

The confirmation is a follow-up document for the in-house repair order.

The service representative confirms

The time he spent for each planned and unplanned repair step

The spare parts he used to repair the product (planned and unplanned

spare parts)

The service representative can differentiate between Normal working hours and overtime (valuation type)

Experienced and not experienced working time (service type)

Warranty or free of charge items (accounting indicator)

Spare part items:

The system determines the correct in-house repair storage location.

Each spare part item updates the determined in-house repair stock and the existing reservation.

Repair step items:

Each time confirmation updates the Cross Application Time Sheet (CATS) in R/3 and at least the

assigned controlling object.



© SAP AG CR700 7-15

SAP AG 2004

In-House Repair: Delivery of Repaired Product

Repair

RequestReturn

Request

In-House

Repair

Diagnostic

Repair step 1

Repair step 2

Spare Part 1

CRM

In-House Repair OrderSAP R\3

Sales Order

Return Repaired

Product

Return

Request

Return Repaired

Product

The sub-item Return repaired product documents that the repaired

product can be returned to the customer. After saving the In-house repair order, this item is replicated into a sales

order item in R\3, where the outbound delivery process can start.

(Outbound delivery, packaging, goods issue, ...)



© SAP AG CR700 7-16

SAP AG 2004

In-House Repair: SAP R/3 Relevant Actions

Create Send in Repairs

SAP R/3 return request is created for goods receipt processing.

Create Repaired goods delivery

A SAP R/3 delivery document is created and managed in the delivery list

to return the repaired product to the customer.

Create Replacement (Loan Device Delivery)


to send a loan device to the customer.

Create Temporary Replacement Collection (Loan Device Pick-Up)


to pick up the loan device from the customer.

Create Scrapping

A SAP R/3 goods issue is triggered to update the in-house repair order

stock.

Actions Flexible definition of actions (standard and customer-specific actions)

Representation of recurring process steps

Assignment of actions at header, item or sub-item level

Standard actions are used to create sub-items

Two types of sub-item exist:

- R/3 relevant sub-items

Create an R/3 document

Trigger follow-up processes like inbound delivery processing or outbound delivery processing

- CRM relevant sub-items

Can be used for additional CRM processes like resource planning or confirmations

Manually triggered by user OR automatically triggered by planning and start conditions



© SAP AG CR700 7-17

SAP AG 2004

In-House Repair: Basic Functions

Reference Objects

Contract determination

Warranty determination


Reference Objects You can provide additional information about the product that is the subject of the repair by entering a

reference to objects.

The reference object can also be assigned at header level of the in-house repair order.

Information about the relationship between a product and an IBase enables you, for example, to

analyze In-house repair orders to identify problems that depend on the IBase in which a product is

installed.

Contract determination

Automatic check for valid service contracts from in-house repair order processing, based on

- Business partner, validity period, object list

- Product list and value/quantity limits

A service contract assignment affects the calculation of the delivery dates based on agreed SLA and

In-house repair order pricing. Warranty determination

An automatic check determines whether a warranty exists for the customer-specific objects

This information can be used to make decisions which subsequent actions have to be taken. For

example, if a warranty exists, the system should not create any invoices for the repair.

The warranty check is based on

- Maintained warranty conditions for the individual object or installed base component

- Manually maintained reference date

If a warranty exists, the system will copy the warranty data into all sub-items.




© SAP AG CR700 7-18

The unique CRM in-house repair order number, which is also available in the R/3 system, supports the

unique RMA number

The customer receives an Return Material Authorization number, which is used to uniquely identify

the shipment.



© SAP AG CR700 7-19

SAP AG 2004

In-House Repair: Additional Functionality

Amount Allocation

Counters

Qualifications

Templates

Product Proposal

Amount Allocation You can use amount allocation to allocate the value of a billing document, or the value of individual

items in a service order to several invoice recipients or payers. You can make this allocation in the

order or in the confirmation, or in the amount allocation document itself, whereby allocation to the

respective follow-up document is copied as a default value but can still be changed.

Counters

Qualifications

Templates

Templates are predefined repair steps (services and spare parts, including default quantities).

Templates can be selected as sub-items during in-house repair order creation.

Product Proposal

Product proposals can be generated and selected as sub-items during in-house repair order creation.

The system determines the assigned services based on the product to be repaired, and offers a listwhere the user can select the required repair steps.



© SAP AG CR700 7-20

SAP AG 2004

In-House Repair: Logistics Integration

Availability Information

R/3 Reservation

Update Reservation and Spare Part Stock

Integration of Loan Device Processing

Availability Information The user can see ATP information for all selected spare part items against SAP R/3.

The delivers the available quantity and earliest availability date. This information is based on the SAP

R/3 settings.

After saving the In-house repair order, the ATP information is deleted.

The relevant ATP plant for In-house repair orders is defined in Customizing.

Reservation

After saving the In-house repair order, the system creates an SAP R/3 reservation in the In-house

repair service plant for all spare part items.

These demands can now trigger the purchasing processing.

A spare part confirmation updates the existing reservation and stock in SAP R/3.

Loan Device Handling

For each repair item, you have the option of sending a loan device to your customer, thereby bridginglong repair times. The repair order manages the loan devices.

Delivery-relevant Sub-items

All delivery-relevant sub-items are replicated into SAP R/3 sales order items.

A delivery is created for each item and the goods receipt for inbound deliveries and a good issue for

outbound deliveries is posted.

For example

“Send in product to repair”

“Return repaired product”



© SAP AG CR700 7-22

SAP AG 2004

In-House Repair: Customizing

Standard transaction types:

REPA – In-House Repair

Standard item categories:

RREQ – Repair Request

Item category determination for sub-items

RSUB – Send in Repair (Inbound)

RRET – Delivery Repair (Outbound)

DGNS – Diagnosis

LOAN – Send Replacement (Outbound)

LRET – Replacement (Inbound)

SCRP – Scrapping

SRVP – Repair Step

SRVM – Spare Part

The item category for the subitems is determined by the transaction type, the item category group (fromthe product master), the usage (from the action definition), and the main item category.



© SAP AG CR700 7-23

SAP AG 2004

In-House Repair: Unit Summary


Describe the options of In-House Repair handling

Perform the customizing settings for In-House Repair



© SAP AG CR700 7-24

Exercises

Unit: In-House Repair

Topic: In-House Repair


• Create and maintain In-House Repair documents

In-House Repair, processing provides you with a wide range of

functions for managing all the necessary activities, which repairinggoods for a customer entails, from registering the repair request from

the customer through to billing the customer for the services performed. The process is fully integrated into R/3 logistics.

In this exercise, the service department receives a repair request froma customer. The customer sends a notebook with bad display to the

service department for repair. After the product sent in for repair is

received, a service technician performs a technical analysis andenters the inspection result.

The service technician plans the necessary repair services and spare

parts. After completion of the repair, the technician reports working

time and material used.

The repaired product is returned to the customer and a return deliveryof the loan devices is triggered.

1-1 The following process flow will give you an overview of all possible process steps that can be performed.

• Order: Repair request and send in repair

• Logistic: Return for repair

• Order: Technical analysis and subsequent actions (repair and temporary replacement)

• Logistic: Loan device delivery

• Repair completion confirmation

• Order: Return delivery for the repair

• Logistic: Return delivery for the repair



© SAP AG CR700 7-25

1-2 Order: Repair request and send in repairs

The customer informs you that he has a notebook with bad display (horizontal lines in the

display) that he would like you to repair.

You record the details of the customer's repair request (reference object; kind of damage)as the main item in a repair order.

You create a return item which shows that an inbound delivery is expected for the

notebook. The unique RMA number (Return Material Authorization) is made up of the

unique number of the In-House repair order and the item number of the returns item. Thecustomer uses the RMA number to send the defective product in for repair.

1-2-1 Create In-House Repair document of type SAP Repairs.


Field Name or Data Type DescriptionSold-To Party ##MEGASTORE

Description In-House Repair ##

Priority Very High

Enter the product HT-1011 with quantity 1

If the system proposes the assignment of a service contract, choose No assignment .

Enter Component 3305 as a reference object.

Do not assign a contract.

The system informs you if the object is under warranty. Look in the message list.

Enter the reason for the complaint:


Reason for Complaint Malfunction in LCD display

1-2-2

Creation of Send in Repair Creates a sub item of category Return for repair for the main repair item. The

return item shows that an inbound delivery is expected for the upper-level item.

Release all service items.

Choose Save. Make a note of the transaction number.

_______________________________



© SAP AG CR700 7-27

In our example, the technicians decide to perform the repair using a service and a spare

part.

1-4-1 Create Diagnosis Item

Open your repair order to add the diagnosis item.

Choose Change if you are in a display mode. Create a sub item of category Diagnosis for the main repair item. The diagnosis item shows that a diagnosis is

necessary.

1-4-2 Create Repair Steps for the diagnosis item

Create sub items for the diagnosis item using action functionality.

Mark the repair item line enter the following data:


Product SRV2_9

The system proposes the item being repaired as the material. Since we will be

using a spare part in our repair, replace the material HT-1011 with the followinginformation:


Product HT-1069

Quantity 1


Release the line items.

Release the transaction on the header level.

Choose Save.

1-5 Repair completion confirmation

After completion of the repair, the service technician reports working time and materialused.

1-5-1 Create the confirmation as a follow up transaction from your repair order.

Copy all the line items into the confirmation.

Change the service technician assignment. Enter the following data:




© SAP AG CR700 7-28

Service Employee Windham

Select Enter to confirm.

Switch to the Services view.

Enter the following duration data:

Product Actual Duration

SRV_DIAGNOSIS 20 MIN

SRV2_9 60 MIN

Change the confirmation’s status to complete.

Choose Save.

1-6 Order: Return delivery for the repair

You create a new item to trigger the return delivery of the repaired notebook.

1-6-1 Open your in-house repair order..

Choose Change if you are in a display mode.

Create a delivery repair line by triggering the action from the return for repair lineitem.

The system will create a new item line that triggers the return delivery of the

repaired notebook.

Release the line items.

Choose Save.

1-7 Logistics: Return delivery for the repair

The notebook is returned to the customer. When you post goods issue for the delivery,

stock adjusts accordingly.

1-7-1 Create an outbound delivery..



Shipping point 3800

Selection data Today’s date

Order Your transaction number

Choose Enter .



© SAP AG CR700 7-30



Warehouse Number 038

Delivery default proposal

Foreground/Backgrnd System Guided

Adopt pick quantity 2

Choose Enter .

Save.


View the stock levels with the stock overview transaction.


Field Name or Data Type DescriptionMaterial HT-1011

Plant 3800

Choose Execute (F8).

The sales order stock for the In-House-repair has been reduced

accordingly. Depending on the initial stock situation in the demo system, itmight be that no sales order stock appears at all.



© SAP AG CR700 7-31

In-House Repair Solutions



1-1 The following process flow will give you an overview over all possible process steps

which can be performed.

Process Flow



• Order: Technical analysis and subsequent actions (repair and temporaryreplacement)






The customer informs you that he has a notebook with bad display (horizontal lines inthe display) that he would like you to repair.

You record the details of the customer's repair request (reference object; kind of

damage) as the main item in a repair order.

You create a return item which shows that an inbound delivery is expected for thenotebook. The unique RMA number (Return Material Authorization) is made up of the

unique number of the In-house repair order and the item number of the returns item.

The customer uses the RMA number to send the defective product in for repair.

1-2-1 Create In-House Repair document of type SAP Repairs.Log on to the Enterprise Portal

Navigate to Service & Support → In-House Repair Orders

Choose Create.

Choose SAP Repairs.



© SAP AG CR700 7-32





Priority Very High


In the Product tab, choose Add Entry.

Enter the product HT-1011 with quantity 1.


If the system proposes the assignment of a service contract, choose No

assignment.

Stay on the Product s tab. Choose the Reference Objects tab for the item level.

Choose Add Entry.



Component 3305

Choose Enter to confirm your entries.

If the system proposes the assignment of a service contract, choose Noassignment.

The system informs you if the object is under warranty.

Choose Technical Analysis for the item level.

On the Technical Analysis tab , use the drop down box to choose Reason for

Complaint..

Choose a reason, such as : Malfunction in LCD display

1-2-2 Create a line item to send in the repair.

Go to the Scheduled Actions tab on item level.

Add an entry. You will receive a pop-up.

Choose action Send in Repairs. The system creates a sub item of category

Return for repair for the main repair item. The return item shows that aninbound delivery is expected for the higher-level item.

Release all service items by choosing Expand and then Release Items.

Save.



© SAP AG CR700 7-34

1-4 Order: Technical analysis and subsequent actions (repair and temporary replacement)

After the notebook sent in for repair is received, a service representative performs atechnical analysis and enters the inspection results. He decide what actions need to be

taken to fulfil the customer's repair request.

The actions, which need to be taken as a result of the technical check, are recorded as sub-items of the diagnosis item. Possible actions include:

• Perform repairs

• Scrap the goods

• Send temporary replacement

In our example, the technician decides to perform the repair using a service and a spare

part.

1-4-1 Create a Diagnosis Item

Navigate to Service & Support → In-House-Repair Orders

Enter the transaction number of the repair order and choose Go.


Choose Scheduled Actions for the main line item .

Choose Add.

Choose Diagnosis The system creates a diagnosis line item.

1-4-2 Create Repair Steps.

Mark the Diagnosis line item and choose Scheduled Actions on the line item level.

Choose Add .

Choose Repairs + Spare Parts.

The system creates two new line items ( Repairs and SAP Service Material Item).

Enter the following data for the repair line item.


Product SRV2_9



© SAP AG CR700 7-35

The system proposes the item being repaired as the material. Since we will be

using a spare part in our repair, replace the material HT-1011 with the followinginformation:


Product HT-1069

Quantity 1


Choose Expand .

Choose Release items.

Choose Release ( = release on header level).

Choose Save.


After completion of the repair, the service technician reports working time and material

used.

1-5-1 Navigate to Service & Support → In-House Repair Orders



Choose Expand .

Choose Create Confirmation.

Choose Confirmation.

In the dialog box, choose Save.

The system opens a new window for the confirmation.

Choose Copy All



Service Employee WindhamSelect Enter to confirm.

Choose the Products tab.



© SAP AG CR700 7-36

Use the dropdown box to switch to the Services view:




SRV2_9 60 MIN

Choose Expand .

Choose Complete items.

Choose Save.



1-6-1 Navigate to Service & Support → In-House Repair Orders



Please delete flag Sel for the main item (1000) before processing the nextstep.

Choose the Return for Repair item line and choose Scheduled Actions for the line

item.

Choose Add .

Choose action Delivery: Repair .

The system creates a new item line that triggers the return delivery of the repairednotebook.

Choose Expand .


Choose Save.


The notebook is returned to the customer. When you post goods issue for the delivery,

stock is adjusted accordingly.



© SAP AG CR700 7-37

1-7-1 Navigate to R/3 Integration→ Create Outbound Delivery.



Shipping point 3800


Order Your transaction

number

Choose Enter .







Foreground/Backgrnd System Guided


Choose Enter .

Save.


Navigate to R/3 Integration → Stock Overview R/3.



Material HT-1011

Plant 3800

Choose Execute (F8)

The sales order stock for the In-House-repair has been reduced accordingly.Depending on the initial stock situation in the demo system, it might be that no

sales order stock appears at all.



© SAP AG CR700 7-39

Solutions



1-1 The following process flow will give you an overview over process steps which can be performed.

Process Flow



• Order: Technical analysis and subsequent actions (repair and temporary replacement)






The customer informs you that he has a notebook with bad display (horizontal lines in the display) that

he would like you to repair.

You record the details of the customer's repair request (reference object; kind of damage) as the main

item in a repair order.

You create a return item which shows that an inbound delivery is expected for the notebook. The unique

RMA number (Return Material Authorization) is made up of the unique number of the In-house repairorder and the item number of the returns item. The customer uses the RMA number to send the defective

product in for repair.

1-2-1 Create In-House Repair document of type SAP Repairs.

Log on to the CRM system.

SAP Menu → Service → Maintain Complaints and In-House Repairs

From the menu: Business Transaction → Create.

Choose Complaints SAP Repairs.





Priority Very High




© SAP AG CR700 7-40

Enter the product the customer wishes to return:


Product HT-1011

Quantity 1


If the system proposes the assignment of a service contract, choose No assignment.

Enter the following component information:


Component 3305

Choose Enter to confirm your entries.

If the system proposes the assignment of a service contract, choose No assignment.

The system informs you if the object is under warranty.

Enter a reason for the complaint; use the drop down box to choose a reason.

Choose a reason, such as Malfunction in LCD display

1-2-2 Create a line item to send in the repair.

Choose button Send in Repairs.

The system creates a sub item of category Return for repair for the main repair item. The return

item shows that an inbound delivery is expected for the higher-level item.

Release all service items by choosing Release Items.

Save.

Note the transaction number.

_______________________________

1-3 Logistics: Return for Repair

The notebook arrives at your service plant. You post goods receipt. It is posted under repair orderstock.

1-3-1 Post Goods receipt

Log on to the R/3 system.

Use the following menu path in the R/3 system:

SAP Menu → Logistics → Sales and Distribution → Shipping and Transportation →

Outbound Delivery→ Create → Single Document → With reference to Sales Order (VL01N).



Shipping point 3800


Order Noted transaction number



© SAP AG CR700 7-41

Delivery Type LR (Returns delivery)

Enter .

Choose Post Goods Receipt.

1-3-2 Check stock.

Use the following R/3 Menu path:

SAP Menu → Logistics → Materials Management → Inventory Management→ Environment →

Stock → Stock Overview (MMBE)



Material HT-1011

Plant 3800

Choose Execute (F8).

Double click on the line Sales order stock The stock for the product sent in for repair is order specific.

Close the window after viewing the information.



© SAP AG CR700 7-42

1-4 Order: Technical analysis and subsequent actions (repair and temporary replacement)

After the notebook sent in for repair is received, a service representative performs a technical analysis

and enters the inspection results. He decides what actions need to be taken to fulfil the customer's repairrequest.

The actions, which need to be taken as a result of the technical check, are recorded as sub-items of the

diagnosis item. Possible actions include:

• Perform repairs

• Scrap the goods

• Send temporary replacement

In our example, the technician decides to perform the repair using a service and a spare part.

1-4-1 Create a Diagnosis Item

Open your In-house Repair order.

In the CRM system, use the following menu path:

SAP Menu→ Service→ Maintain Complaints and In-House-Repairs

Choose icon Open Business Transaction

Enter your transaction number and press Enter.


Choose button Diagnosis.

The system creates a diagnosis line item.

Take a look at the item details (e.g. Validation Report tab)

1-4-2 Create Repair Steps.

Use the Actions icon (Toolbox) at the top of the screen and choose Repairs + Spare Parts (1200).

The system proposes service and spare part products (relationships of HT-1011)

First choose service SRV2_9 and choose Enter .

Then choose spare part HT-1069 and choose Enter .

Return to the Fast Entry Screen.


Use the Dropdown to change the status In Process to Released

Choose Save.



© SAP AG CR700 7-43


After completion of the repair, the service technician reports working time and material used.

1-5-1 In your SAP Repair Order, choose Create Follow-Up Transaction

Service Confirmation→ Confirmation

The system displays several items but only the diagnosis, the service and the spare part item areconfirmation relevant.

Check and Copy these three items to the confirmation.

Choose Fast Entry.



Exec. Service Employee Windham (400440)

Select Enter to confirm.

Choose the Services tab.




SRV2_9 60 MIN

Choose Complete.

Choose Save.



1-6-1 Use the icon Open Business Transaction.

Enter the transaction number of the In-House Repair Order and press Enter.

Alternatively you could use the backwards icon in order to go back to your In-House

Repair order.


Use the Actions icon (Toolbox) and choose Delivery: Repair (1100).

The system creates a new item line that triggers the return delivery of the repaired notebook.

Choose Release Items.

Use the Dropdown to change the status In Process to Released .

Choose Save.




© SAP AG CR700 7-44

The notebook is returned to the customer. When you post goods issue for the delivery, stock is adjusted

accordingly.

1-7-1 Create an outbound delivery in the R/3 system.

Use the R/3 menu path:

SAP Menu → Logistics → Sales and Distribution → Shipping and Transportation →

Outbound Delivery→ Create → Single Document → With reference to Sales Order (VL01N).



Shipping point 3800


Order Your transaction number

Choose Enter .







Foreground/Backgrnd Background


Choose Enter .



© SAP AG CR700 7-45


Use the following R/3 Menu path:

SAP Menu → Logistics → Materials Management→ Inventory Management →

Environment→ Stock → Stock Overview (MMBE)



Material HT-1011

Plant 3800

Choose Execute (F8)

The sales order stock for the In-House-repair has been reduced accordingly. Depending on the

initial stock situation in the demo system, it might be that no sales order stock appears at all.



© SAP AG CR700 8-1

SAP AG 2004

Enterprise Intelligence


7. In-House Repair


9. E-Service


Appendix



Object


4. Planned Services


Day 3

Day 1 Day 2



© SAP AG CR700 8-3

SAP AG 2004


Describe the Software Agent Framework

Maintain problems and solutions

Perform SDB searches

Enterprise Intelligence: Unit Objectives



© SAP AG CR700 8-4

SAP AG 2004

Enterprise Intelligence: Access

Portal*

Mobile Device*

Internet (E-Service)

Customer

IC Agent Service Rep

CRM Portal

Administrator

PC UI

IC WebClient

IC WinClient

Enterprise

Intelligence

*=Not Supported in CRM 4.0

Customer: Within E-Service, a customer can perform a solution search to find solutions to problems orother issues.

CRM Portal Administrator: Creates and maintains knowledge base structure. The Administrator also

makes content available to that it can be accessed.

IC Agent: Interaction Center agents can perform a solution search and then e-mail solutions to problems

to the customer. Automatic suggestion of solutions guarantees that the agent is able to respond fast.



© SAP AG CR700 8-5

SAP AG 2004

Software Agent Framework: Overview

Other SAP CRM

Database(s)

Other SAP

Database(s)

Non-SAP

Database(s)

Case

Service Order

Ibase (e.g., BP)

HR

FI

PLM (e.g., Equipment)

Lotus Notes

SQL

DBMS

Solution Database

(SDB)

Problems

Solutions

FAQs

Software Agent

Framework

SAP Service ProcessesSAP Service Processes

Business Partner

(from Ibase)

Business Partner

(from Ibase)Plant Info

(from Equipment)

Plant Info

(from Equipment)

CompileCompile

A single Knowledge Entity is

created with both pieces of

information

A single Knowledge Entity iscreated with both pieces of

information

The Software Agent Framework (SAF) provides an open architecture that can integrate tools to easilyand flexibly assemble information from multiple SAP CRM data sources, SAP non-CRM data sources

(such as Business Information Warehouse and SAP R/3), and external data sources. Examples of such

tools are compilation, classification, and search services.

Software Agent Framework Features:

Define Knowledge Bases.

Compile the content of knowledge bases into search indexes (requires Text Retrieval and Information

Extraction - TREX).

Automatically synchronize knowledge bases and search indexes (requires TREX).

Cluster the contents of search indexes for knowledge bases (requires TREX).

Search a knowledge base.

Refine the search (requires TREX).

Build your own information security for knowledge bases. See SAP Note 656321 for more information.



© SAP AG CR700 8-6

SAP AG 2004

Solution Database

• Categorization of

information

• Indexed database

for quick retrieval

• Security profiles

Problem

Solution

Corporate repository of enterprise knowledge

Attachments

EN

FR

ES

DE

SolutionProblem

Object Object

JA

The Solution Database (SDB) is a repository of information that is stored in the form of problems andsolutions, and is indexed for immediate retrieval.

The SDB offers a basic interface for knowledge administrators (but also agents, field engineers, and

other users) to search for problems and solutions.

The search engine used in the SDB is TREX. For TREX to find problems and solutions in a search, your

knowledge administrators must compile the SDB using the Indexes application.

The SDB is used as a knowledge base in the following applications:

Knowledge search of Interaction Center (IC) WebClient and IC WinClient.

Standalone knowledge search (transaction CRMM_SEARCH).

Solution search and frequently asked questions (FAQs) of E-Service.



© SAP AG CR700 8-7

SAP AG 2004

Problem Record Structure

ProblemProblem

Problem TypeProblem Type

Multi-language DescriptionMulti-language Description

Problem Category (Optional)Problem Category (Optional)Problem Category (Optional)

Problem Code (Optional)Problem Code (Optional)Problem Code (Optional)

PriorityPriorityPriority

Detail Problem Attributes (Optional)Detail Problem Attributes (Optional)

Status - System and User Status - System and User

Validation Category(ies) (Optional)Validation Category(ies) (Optional)

Application AreaApplication AreaApplication Area

Validity DatesValidity DatesValidity Dates

Subject Profile (Optional)SubjectSubject ProfileProfile (Optional)(Optional)

LocationsLocationsLocations

CausesCausesCauses

DamagesDamagesDamages

Business Object Link (Optional)Business Object Link (Optional)

Default by Problem

Type, but can be

changed

Default by Problem

Type, but can be

changed

A problem is a change in a product or system that indicates a malfunction of some type. A problem can be described by freeform text and catalog code attributes. Problems and their solutions are stored and

linked in the Solution Database. The Solution Database can be searched by entering freeform text or

attributes to find one or more appropriate problems, from which one or more solutions can be accessed.

Problems are typically created by Knowledge Engineers.

User settings allow personalization of the solution database screen:

You can use default Problem or Solution Type during Create mode.

You can automatically create a new Solution or Problem for linking.

You can personalize the tree and toolbar view: all or limited buttons on toolbar, technical key on tree

(for example, problem number code), Help tips on tree, details on tree.

These settings are saved by user log on.



© SAP AG CR700 8-8

SAP AG 2004

Solution Record Structure

SolutionSolution

Detail Solution AttributesDetail Solution Attributes

Subject ProfileSubject ProfileSubject Profile

Solution CategorySolution CategorySolution Category

Validation CategoryValidation CategoryValidation Category

Validity DatesValidity DatesValidity Dates

Internet URLInternet URLInternet URL

Document (CAD, Word, etc.)Document (CAD, Word, etc.)Document (CAD, Word, etc.)

Image (.jpg, .gif, etc.)Image (.Image (. jpg jpg, .gif, etc.), .gif, etc.)

MultimediaMultimediaMultimedia

Solution TypeSolution Type

Multi-language DescriptionMulti-language Description

TasksTasks

AttachmentsAttachments

System Status and User StatusSystem Status and User Status

A solution is an action or process that will eliminate a symptom and the problem indicated by thesymptom. A solution can be described by freeform text, required actions, or attachments that illustrate

and support the required actions. Solutions and their problems are stored and linked in the Solution

Database.

Solutions are typically created by knowledge engineers.



© SAP AG CR700 8-9

SAP AG 2004

Problem: Solution Relationship

Problem 01Problem 01



Solution 01Solution 01




One to One...One to Many...

Many to One...

A relationship links problems and solutions. Problems and solutions are linked to make it easier for users of the Solution Database to quickly find the

solutions relevant to a specific problems, and vice versa. For example, when an agent searches for a

problems in the Solution Database, the system also displays the solutions linked to the problems.

To link a solution to a problems, a knowledge engineer can create a new solution and link it to the

problems, or search for an existing solution and link it to the problems. The same applies to links from

solutions to problems.

When you create a problems using the wizard, you can simultaneously create a solution that is

automatically linked to the problems. Likewise, when you create a solution using the wizard, you can

simultaneously create a problems that is automatically linked to the solution.



© SAP AG CR700 8-10

SAP AG 2004

Compilation Service

Problems and Solutions must be compiled prior to search

The following compilation options are available:

Full Compilation Delta Compilation

Cluster

Delta or Full Compilations can be scheduled as background jobs at regular

intervals

Full Compilation: Compiles all documents. This option is recommended initially and if the index iscorrupted.

Delta Compilation: Compiles all new and changed documents since the last compilation, and removes

deleted documents from the index. If a database needs periodic or heavy modification, it may be more

convenient to use this option because, for example, you could compile all the documents in a single run

at the end of the day.

Cluster: Groups documents and features into different classes called clusters. The document/cluster

relationship and feature/cluster relationship are used to refine the results of searches, for example,

searches carried out using the knowledge search of the Interaction Center WebClient.

Clustering is carried out separately from compilation because reindexing is rarely necessary after the

initial full compilation, but reclustering is often desired when the percentage difference between the

number of documents at the last clustering and the number of new, changed, and deleted documents

exceeds a certain threshold. This threshold is defined in Customizing. For search refinement to work,clustering must always be carried out after each full compilation. Clustering is not necessary after a delta

compilation, but is recommended if the percentage difference is large. Clustering cannot be scheduled as

a background job.

Delete Index: Full compilation is necessary afterwards.

Background jobs can be scheduled, for example, to trigger daily updates.

A compilation log stores compilation information, for example, timestamp of last comp.



© SAP AG CR700 8-11

SAP AG 2004

Knowledge Search

CRMM_SEARCH

• DB selection

• Multi-lingual

• Exact phrase

In the Interaction Center, agents use the knowledge search to: Find solutions to problems or other issues that are reported by customers through channels such as

telephone, e-mail, and chat

(IC WebClient only) Find cases

Standalone knowledge search

The standalone knowledge search is used to find solutions to problems. As its name suggests, it gives

you the flexibility of a knowledge search outside the Interaction Center. From the SAP Menu, you can

access the standalone knowledge search by choosing Service→ Enterprise Intelligence→ Knowledge

Search or by using transaction CRMM_SEARCH.



© SAP AG CR700 8-12

SAP AG 2004

Text Mining Engine (TREX)

What it is: SAP’s text mining engine; Text Retrieval and Information

Extraction

Automatic text-analysis and document classification

Features:

Automatic document classification and indexing

Feature extraction

Automatic generation of a thesaurus

Analysis of relationships between documents

Full-text search

Document clustering

For the search engine TREX to find documents in a search, the knowledge base must first be compiled inthe language in which it is to be searched.

TREX offers a flexible architecture that can be modified to different requirements. A minimal TREX

system consists of a single host that provides all TREX functions. You can use a minimal system as a

demo and test system, or as a productive system.

For more information go to http://service.sap.com/ep and then to SAP Enterprise Portal in Detail→

Knowledge Management→ Retrieval and Classification (TREX)

Installation information can be found on the service marketplace http://service.sap.com/instguides



© SAP AG CR700 8-13

SAP AG 2004

Search Engine (TREX)

What it is:

SAP’s search engine

Used to index and search large amounts of short textFeatures:

Supports both text and attribute searches

Boolean operators AND, OR, NOT

Proximity operator NEAR

Multiple search methods

Fuzzy

Exact

Linguistic

Wildcard

Phrase

Benefits:

Total Cost of Ownership

Multilingual indexing capabilities

Above you find the list of features of the TREX Search Engine. For more information, you can consider SAP Notes

600375 (and attached document TREX_Recommendations_english.zip)

638585 (and attached document TREX_ABAP_Client_Description.zip)

663630 (and attached document SupportedFileFormats.zip)



© SAP AG CR700 8-14

SAP AG 2004

11

Auto Suggest

E-Mail

...printer...problem...

paper...jam

IC Web Client

Inbox

22

Solution Database

Problems

Solutions

44 Solution

Use the attached

manual to...

Alert33

Auto Suggest of Solutions: Classifies textual problem descriptions to enable automatic solutionrecommendations.

Maintenance tools improve accuracy and performance of classification services.

Configurable components for threshold settings, learning mode and time parameters.

Entity status: new, changed/deleted, approved and rejected.



© SAP AG CR700 8-15

SAP AG 2004

People-Centric UI–Role: CRM Portal Administrator

The CRM Portal Administrator creates the infrastructureof the portal. These tasks are technical in nature.

Tasks of the CRM Portal Administrator

Create and maintain knowledge base structure Initiate and coordinate goals of the knowledge experts

Initiate and manage document authorizations via security profiles

Analyze feedback from knowledge experts and users

Create and maintain solution equivalents

This is one of many standard roles that are available with People-Centric CRM. Besides specific Knowledge Management functions, this role should help the administrator to master

several other tasks, for example:

Manage the server for calculation services for Workforce Management (WFM)

Perform a consistency check for hyperlinks and their navigation targets (consistency check)

For additional information, please refer to the latest Business Package information.



© SAP AG CR700 8-16

SAP AG 2004

Enterprise Intelligence: Customizing

Step-by-step instructions to:

Name and Configure Knowledge Base

Name and Configure Search Engine

Configure HTTP Destinations

Configure Learning Engine

Configure Compilation, Clustering and

Classification

Configure Auto Suggest Engine

Configure Application

In Customizing, there are several Wizards available that help you configure the Software AgentFramework: Customer Relationship Management→ Enterprise Intelligence→ Software Agent

Framework

Installation information is available on the service marketplace http://service.sap.com/crm-inst.



© SAP AG CR700 8-17

SAP AG 2004

Enterprise Intelligence: Unit Summary


Describe the Software Agent Framework

Maintain problems and solutions

Perform SDB searches



© SAP AG CR700 8-19

Exercises

Unit: Enterprise Intelligence

Topic: Solution Database


• Create a Problem and a Solution

• Update the solution database

• Perform a knowledge/solution search

Your company would like to use a solution database that allows you tosearch for solutions to known problems. Therefore, you maintain master

data (Problems and Solutions). The solution search can be used in the

Interaction Center as well as in the E-Service scenario in order to allowyour customers to search for solutions themselves.

1-1 Create a new problem.

1-1-1 Create a problem with problem type SM (Service/Plant Management).

1-1-2 What default values are filled by the problem type SM? ______________

1-1-3 Select a problem code from the MONITOR code group.

Enter the problem text, The screen ## is green, where ## is your group number.

1-1-4 For your problem, the priority level should be 2; the application area is Hardware.

The problem should be valid for the next 10 days.

1-1-5 Release the problem (if using the PCUI, save it at this time).

Your problem number:______________________________

1-2 Create and link a new solution.

1-2-1 If you have closed your problem, open your problem in change mode.

1-2-2 Create and link a new solution to your problem. What solution type is automatically

assigned to your solution? _______________________

1-2-3 Enter the solution text: Adjust the color settings for monitor##. The screen

should be blue.



© SAP AG CR700 8-20

1-2-4 Enter the Internet address www.sap.com as an attachment.

1-2-5 Release the solution and Save.

Your solution number: ____________________

1-3 Compile the Solution Database.

1-3-1 Call the appropriate URL (provided by your instructor) where you can administer

the knowledge bases.

Compile the solution database SBD language EN.



© SAP AG CR700 8-21

Exercise


Topic: Search Engine


• Perform Solution Database searches

The help desk agents have to find solutions for the customers’

problems.

2-1 Perform a Solution Database search for your problem within CRM.

2-1-1 Perform a search with search text, I have a green screen ##.

2-1-2 Look at the details of the solution you maintained in the previous exercise.

2-1-3 E-mail this solution to CRM-##[email protected].

2-1-4 Open the Business Workplace and check for new mails in the Inbox.



© SAP AG CR700 8-23

Solutions



Log on to the Enterprise Portal with an user (provided by your trainer).


Top-level navigation Service and Support → Problems

1-1-1 Choose Create.


Problem Type SM-Service/Plant

Management

Press Enter .

1-1-2 Problem Subtype and Priority Type are filled with default values.

1-1-3 Select a problem code from the Monitor code group and add some descriptive text

for the problem.

Problem details tab


Code Select a code from code groupMONITOR (scroll down)

Long text tab


Long text tab the screen ## is green

Go back to Problem Details tab.



© SAP AG CR700 8-25

1-2-4 Attach a link to a URL to your solution.

Attachment tab

Choose Create URL.


Field Name or Data Type ValuesURL www.sap.com

Name SAP

Choose Create URL.

1-2-5 On Solution Details tab, choose Solution Status Released .

Choose Save.

Solution number: see Solution field.

1-3 Delta-compile the Solution Database to update the SDB.

1-3-1 Call the appropriate URL (provided by your trainer) to administer the knowledge

bases.

Mark the entry SDB with language EN.

Choose Actions Delta Compile.

Choose Go.

Note: It might be possible that another student initiated the compilation right before

and that no change in the total number of records is visible.



© SAP AG CR700 8-27

Solution




SAP menu→ Service → Enterprise Intelligence→ Knowledge Search

2-1-1 Enter the search text in the upper-right section of the screen.


Any of these terms I have a green screen ##

Choose Search.

The search results should also list your problem.

2-1-2 Take a look at the details of the solution you maintained in the exercise above.


Search results Mark your entry

Choose Details.Information on the problem and the solution display.

2-1-3 E-mail this solution to you.

Choose Add to Cart .

Choose E-mail.

Enter CRM-##[email protected].

2-1-4 Log on to the CRM system.

Menu → Business Workplace

Select Inbox .



© SAP AG CR700 8-29

Solutions




In your CRM system, choose the menu path:

SAP Menu → Service → Enterprise Intelligence → Solution Database → Maintain

Problems and Solutions (IS01)

1-1-2 In the top area on the screen (the section labeled Problem)

Choose Create.


Problem Type SM-Service/Plant

Management

Press Enter .

1-1-2 Problem Subtype and Priority Type are filled with default values.

1-1-3 Select a problem code from the Monitor code group and add some descriptive textfor the problem.


Problem Code Select a code from code group

MONITOR

In the Long text area


Long text the screen ## is green



© SAP AG CR700 8-30

1-1-4 Add the following data on the Details tab:


Priority Level 2

Application Area HARDWAREValid-From Date Today’s date

Valid-To Date Today’s date plus 10 days

1-1-5 Release your problem.


Problem Status Released

Choose Released from the drop down box.

1-2 Create and link a new solution.

1-2-1 Choose the icon Create and Link a Solution

1-2-2 What solution type is automatically assigned to your

solution?_______________________

The solution is of type SL (Solution Description).

1-2-5 Add some text for your solution.

Long Text for Solution


Text Adjust the color settings for

monitor##. The screen

should be blue.

1-2-6 Attach a link to a URL to your solution.

On the left side of the screen, open the Linked solution. all the way to the level

showing AttachmentsDouble click on the word Attachment .

You will now see a tab appear on the right side in your solution.

Click on the icon Create URL



© SAP AG CR700 8-31



URL www.sap.com

Name SAP

1-2-5 Release the solution.

Choose Release (the green flag icon on your solution).

Choose Save.

Solution number: see Solution field.

1-3 Delta-compile the Solution Database to update the SDB.

1-3-1 Call the appropriate URL (provided by your trainer) to administer the knowledge

bases.

Mark the entry SDB with language EN.

Choose Actions Delta Compile.

Choose Go.

Note: It might be possible that another student initiated the compilation right before

and that no change in the total number of records is visible.



© SAP AG CR700 8-33

Solutions




SAP menu→ Service→ Enterprise Intelligence→ Knowledge Search

2-1-2 Enter the search text in the upper-right section of the screen.


Any of these terms I have a green screen ##

Choose Search.

The search results should also list your problem.

2-1-2 Take a look at the details of the solution you maintained in the exercise above.


Search results Mark your entry

Choose Details.Information on the problem and the solution display.

2-1-3 E-mail this solution to you.

Choose Add to Cart .

Choose E-mail.

Enter CRM-##[email protected].

2-1-4 Log on to the CRM system.

Menu → Business Workplace

Select Inbox .



© SAP AG CR700 9-1

SAP AG 2004

E-Service


7. In-House Repair


9. E-Service


Appendix



Object


4. Planned Services


Day 3

Day 1 Day 2



© SAP AG CR700 9-3

SAP AG 2004

E-Service: Unit Objectives


Describe the E-Service functions

Explain how to use E-Service



© SAP AG CR700 9-4

SAP AG 2004

E-Service: Overview

Account Self-Service: Registration

Knowledge Management

FAQ’s by Product

Solution Search

Installed Base Management

Product Registration

Request Management




© SAP AG CR700 9-5

SAP AG 2004

Account Self-Service: Registration

B2B B2C

Contact Person for

a registered company

Contact Person for a

non-registered company

Private Consumer

Consumer with a

Customer ID

Registration information is validated against CRM (for example, country, region, postal code) Optional to customize the immediate creation of the accounts or have a workflow triggered to the

security administrator (there is a workflow in registration process that you can configure so that someone

has to get authorization from company to activate the account)

Security administrator will assign information security profile (covered later)-segments data so they can

get access for specific data in the solution db.

A Web user can be either a service user or a named user. Each type comes with a different authorization

profile. In the standard scenario, Web users would browse anonymously through the Web site as service

users. When they login, they switch to a named user based on their own authorization profile and

business partner data.

When they are connected to business partners, users do not need to actually log in to access functions

that would normally require that they be logged in. This feature does not depend on the user type (named

user or service user). For security purposes, users of type named user cannot switch to other users.

After the customer has logged in they can maintain their personal data, such as changing their address.

In Customizing, you find settings for the Registration Process:

SAP Implementation Guide→ Customer Relationship Management→ E-Service→ Internet Customer

Self Service→ Set Up Registration Process



© SAP AG CR700 9-6

SAP AG 2004

FAQ‘s by Product

Search Frequently Asked Questions (FAQ’s)

FAQ’s are linked to a Product and Problem

Products must be defined in the product hierarchy

FAQ’s are linked to Problems in Released Status and with at least one

Released Solution

To set up FAQ’s attached to Products, take the following steps in the CRM system. Go to Maintain Frequently Asked Questions transaction

In the dialog box that appears, select the product(s) as required and choose Enter . The Display

Frequently Asked Questions screen appears.

Switch the screen to Maintain mode by choosing Display/Maintain. If no FAQs have been maintained

for the product, the Search for Problems dialog box appears. This is because each FAQ has to be linked

to a specific problem. (When subsequently maintaining FAQ’s for a different product, you can link a

different FAQ to the same problem.)

You can now carry out one or both of the following options:

Find problems yourself / Use the Search for Symptoms dialog box to find Specific problems/ Propose

problems automatically / Cancel the Search for Symptoms dialog box and choose Propose Symptoms.

To set up FAQ’s attached to Products, take the following steps in the CRM system.

Double-click a problem and maintain an FAQ by replacing the default text beginning with How to …with your own text, or by editing the existing FAQ.

If your product is a PC hard drive, your problem is hard drive crashes, your solution is to restore the hard

drive, your FAQ might be "How to restore a PC hard drive after a crash".

If your list of problems includes problems for which you do not want to maintain an FAQ for this

product, double-click the problem and choose Unlink . Then save your data.

If automatic compilation is not switched on, compile the solution database index. This enables the search

engine to find the FAQ’s. For more information, see the SAP Library documentation Solution Database.



© SAP AG CR700 9-7

SAP AG 2004

Solution Search

SearchTerms

Solution

Database

Problems

Solutions

Words, phrases

Consolidated Knowledge Repository – flexible structuring of enterprise knowledge. Information Security – create security profiles with personalized views

(Internet user, Call Center agents, Knowledge Administrator).

FAQ Search – linked to a Product, Products must be defined in the

product catalog.

Enhanced Search Engine (TREX) – exact text and fuzzy search methods, for searching structured and

unstructured knowledge located across the enterprise.

Live Web Collaboration.

Worldwide language support.



© SAP AG CR700 9-8

SAP AG 2004

Installed Base Management

Create...

Change...

Display...

...an Installed

Base

Trigger Service Requests or Complaints

Create Installed Base/Component. Web users can add installed bases or components into their Installed Base List.

Web users can create Components of types Individual Product (iProduct), Text, and Object .

Components of type individual Object (iObject) can be created from a new object or from an existing

one.

Display Installed Base List

Web users can view a list of their installed bases. The installed base view can be expanded to display

its components.

When Web users select an installed base or a component from the Installed Base List, they can:

Display the details of the selected installed base or component

Create a sub-component for the selected installed base or component

Create a service request or a complaint for the selected component

Display Installed Base/Component Detail Web users can display the details of an installed base, or of a component within the installed base.

Components can be of type Text , Product , Individual Object (iObject), or Installed base. Web users

can also update components of types Text and Product .

Web users can also create a service request or a complaint related to a component from the installed

base list. Web users can create service requests or complaints for components of all types, except

components of type Installed base.



© SAP AG CR700 9-9

SAP AG 2004

Product Registration

Registration of products to

activate warranty

My registered products

Create service request/

complaint for registered

product

Individual Object

Your customers register products and services to activate their warranty. Once a product is registered, itis added to the My Registered Products page, where customers can find all their registered products. For

each product, they can view warranty information, create service requests, and create complaints. In this

process customers register a product over the Web by logging in and choosing their purchased product

from the integrated product catalog.

Before products can be registered, they need an entry in the Permitted Object Categories (Product

Master→ SAP Basic Data).

Product registration leads to the creation of an individual object in the CRM system.

Display of individual objects in CRM-System (transaction COMMPR01) is possible with user parameter

COMMPR01_IND_OBJ = X. Customer and product information is available within Relationships.

In Customizing, you find settings for Product Registration under:

SAP Implementation Guide→ Customer Relationship Management→ E-Service→ Internet CustomerSelf Service→ Product Registration



© SAP AG CR700 9-10

SAP AG 2004

Request Management

Service Request

Warranty Entitlement Check

Appointment Offering

My Requests

Contract

Web users can link Service Requests to products, registered products, and installed bases. They cancreate requests from within the Product Registration and Installed Base Management processes. Web

users can validate their warranty and service contract entitlements during request creation.

When Web users create a Service Request, they specify which product, installed base, or registered

product is concerned by the request. They also select the service that they need. Upon service selection,

the system will search for:

Contracts that cover the requested service. If the service is covered by more than one contracts, users

will select the most suitable one.

Available appointments for this service. Users will select a time that is convenient for them.

Web users can also:

Attach documents.

Display their service requests and monitor their status. If a service request is covered by a service

contract, that contract can be viewed in the detail view of the service request. If a service request waslinked to a solution, that solution can also be viewed in the detail view of the service request.

Update their Service Request details by adding information and/or changing their status. They can also

add new attachments. However, if they want to change the appointment scheduled for a service, they

must call their customer service representative.

Chronologically display texts that they entered as well as replies entered by the agent.



© SAP AG CR700 9-11

SAP AG 2004


Return / Replacement

Warranty Entitlement Check

Credit Memo

Contract

Web users can create complaints about goods or services that they deem unsatisfactory. Each complaintis made up of items that Web users add to the complaint. For each complaint item, users explain why

their expectations were not met and state the actions that they request from you.

Web users can:

Request a credit, a return or a replacement

Check whether a contract/warranty exists

Specify a reference object (Installed Base Component or Registered Product)

Attach documents

In Customizing, you can specify which transaction types you would like to use in the internet customer

self-service scenario.

SAP Implementation Guide→ Customer Relationship Management→ E-Service→ Internet Customer

Self Service→ Set Up Internet Transactions→ Define Transaction Types for the Internet (WithoutWeb Requests)



© SAP AG CR700 9-12

SAP AG 2004

E-Service: Unit Summary


Describe the E-Service functions

Explain how to use E-Service



© SAP AG CR700 9-13

E-Service Exercises

Unit: E-Service

Topic: Product Registration and Service Request


• Self-register as a private consumer at the E-Service scenario

• Register a purchased product

• Create a service request with reference to your registered product

A customer recently bought several high tech products. One of the

purchased products (a laser printer) seems to be malfunctioning. Since theselling company offers self-service functionality over the Internet, thecustomer logs on to a special Web page. At first, the customer searches

for text information on a personal computer. Then the customer registers

the purchased laser printer (warranty!) and creates a service request.

1-1 Frequently Asked Questions

1-1-1 Call the URL that starts the E-Service (B2C) scenario (this information provided by

the trainer).

1-1-2 Go to the FAQ’s area and search for an FAQ referring to a Maxitec Personal

Computer.

1-1-3 Search through until you find a solution to any problem and e-mail this solution.

1-2 Self-registration as a private consumer.

1-2-1 Call the URL that starts the E-Service (B2C) scenario.

1-2-2 Select Log In. A new window pops-up. Since you don’t have a User ID yet, you

have to create one. Therefore, select Register .

Choose Registration Type Private consumer

Enter the following:

Title: Mr./Ms. First Name: Jacky

Last Name: ##Johnson

Street / House Number: Marshall Rd. 8

Postal Code: 90210

City: Beverly Hills

Country / Region: United States / California



© SAP AG CR700 9-14

E-mail Address: [email protected]

User ID: JJ##

Password / Confirm Password: init / init

Choose Submit . After the registration process finishes, close the window.

1-3 Product registration

1-3-1 Log on to the E-Service with User ID and password created in the previous

exercise.

1-3-2 Choose the link that leads you to the area where you can register products.

In the catalog area on the left hand side, navigate to the Laser Printer area and

select the product Laser Allround .

Fill out product information.

Color type: Both

Resolution: 2400

Serial Number: 12345-##

Printer Speed (ppm): 40

Purchase Date: today

Choose the Register button, review the data, and the select the Submit

Registration.

Note the registration number._________________________

1-4 Optional: Create a Service Request for your newly registered product.

1-4-1 Look at the list of registered products. You should see one line item. Select theService Request link at the end of this line. A form Service Request High Tech displays.


Priority: High

Subject: Printer is noisy

Damage Category: Printer

Damage Code: Loud Noise

Reference Object: Registered Product Description: <any>

Take a look at the warranty status.

Save the service request and note the number. ________________

1-4-2 View the service request within the PC UI or SAPGUI.



© SAP AG CR700 9-15

Solutions

Unit: E-Service

Topic: Product registration and service request

1-1 Frequently Asked Questions

1-1-1 Call the URL that starts the E-Service (B2C) scenario (the trainer will provide this

information).

1-1-2 Go to the FAQ’s area and search for an FAQ referring to a Maxitec Personal

Computer.

Select FAQ’s.


Product category PCShop Products

Product Maxitec-R 3100 Personal

computer

Choose Search.

1-1-3 Use Select until you find a solution to any problem and e-mail this solution.

Use hyperlinks and the E-Mail Address button.

1-2 Self registration as a private consumer

1-2-1 Call the URL that starts the E-Service (B2C) scenario.

1-2-2 Choose Log In. A new window pops-up. Since you don’t have a User ID yet, youhave to create one. Therefore select Register .

See exercises for information to fill in.

1-3 Product registration

1-3-1 Log on to the E-Service with User ID and password created in the previous

exercise.

1-3-2 Select the link that leads you to the area where you can register products.

Select Product .

Menu path: Printers→ Laser Printers → Laser Allround



© SAP AG CR700 9-16

1-4 Optional: Create a Service Request for your newly registered product.

1-4-1 Look at the list of registered products. You should see one line item. Select the

Service Request link at the end of this line. A form Service Request High Tech

displays.

Select My Registered Products.

Choose Service Request (at the end of the line item).


Priority: High

Subject: Printer is noisy

Damage Category: Printer

Damage Code: Loud Noise

Reference Object: Registered Product

Description: <any>

Take a look at the warranty status.

Select the View Warranties and observe that there is a valid warranty.

Choose Back .

Save the service request and note the number. _____________________

1-4-2 Take a look at the service request within the PCUI or SAPGUI.

To view the service request in the PCUI.

Top-level navigation Service & Support Orders

In the search area, enter the following:


Get Transaction number

Number The one from the exercise

above

Select the Go button.

Look at the document to confirm that this is the request that was created using E-

Service.

You can now further process the service request (for example, adding text,changing status) and check in the E-Service B2C scenario to see whether the

changes are visible.



© SAP AG CR700 9-17

To view the service request in the SAPGUI:

Open your service request within the SAPGUI.

Menu path: SAP Menu Service Maintain Service Process

Choose Open Business Transaction (the folder icon)

Enter the transaction number for your service request. Enter

Look at the document to confirm that this is the request that was created using E-

Service.

You can now further process the service request (for example, adding text,changing status) and check in the E-Service B2C scenario to see whether the

changes are visible.



© SAP AG CR700 10-1

SAP AG 2004

Service Analytics


7. In-House Repair


9. E-Service


Appendix



Object


4. Planned Services


Day 3

Day 1 Day 2



© SAP AG CR700 10-3

SAP AG 2004 SAP AG 2003, CR700,

Service Analytics: Unit Objectives


Describe the SAP BW content for mySAP CRM Service

Explain how user access Service Analytics functions



© SAP AG CR700 10-4

SAP AG 2004 SAP AG 2003, CR700,

Your enterprise has selected mySAP CRM as its

customer relationship management solution andSAP Business Warehouse as its analysis system.

Therefore, you want to become familiar with the key

capabilities of mySAP CRM Service Analytics. In

addition, you want to learn about SAP Business

Warehouse Service Analysis methods and

possibilities.

Service Analytics: Business Scenario



© SAP AG CR700 10-5

SAP AG 2004 SAP AG 2003, CR700,

mySAP CRM Analytics

Delivers Insight Throughout the Customer Lifecycle

Customer Analytics

Product Analytics

Marketing Analytics

Sales Analytics

Service Analytics

Interaction Channel Analytics

Customer Centric E-Business with mySAP CRM

A key to success of CRM is the ability to answer a variety of questions, for instance about customers, market dynamics, sales or service

performance

gain further insight from these answers and

act upon these insights while interacting with customers, executing marketing campaigns or planning

sales activities

mySAP CRM Analytics provides these capabilities and offers predefined analyses for all of the areas

listed here (refer to graphic)

Particularly strong results can be achieved if the various analyses are combined to create even more

relevant insights and act upon these

For instance, using mySAP CRM analytics a company may want to create a target group of customers

that have low satisfaction (satisfaction and loyalty analysis) and/or are likely to leave (churn

management). The initiative can be further enhanced by identifying those customers in the targetgroup that have high profitability potential (customer life time value analysis) . Based on their recent

behavior (behavior modeling) and propensity to respond to certain offers (cross selling analysis), a

targeted marketing campaign can be initiated, executed and optimized (RFM campaign optimization),

helping to retain these valuable customers.



© SAP AG CR700 10-6

SAP AG 2004 SAP AG 2003, CR700,

Critical Steps for CRM Analytics

...

M a s

t e r

D a t a

......

CRM Analytics helps you capture

and integrate your data into a single

360 degree view of your customer

Analytical methods can be used

to analyze your relationships

with your customers and the

efficiency of your actions

Relationship Planninghelps you to coordinate

your actions and focus

your employees on

common targets

Relationship Optimization

The insights gained from the analysis

enable personalized, customer-oriented

actions to be triggered

Data

I n s i

g h t s

I n s

i g

h t

s

Targets

A c t i o n s

The ROI of CRM doesn’t come from doing the same thing faster



© SAP AG CR700 10-7

SAP AG 2004 SAP AG 2003, CR700,

Service Analytics

Service Analytics:

Supports customers in analyzing their service

processes

Provides a complete evaluation infrastructure with

predefined Business Content

Improves service quality, customer satisfaction,

and service profit

Supports early identification of quality issues

Enables real-time cost control

Enables companies to improve their service business

Service Analytics Roles in SAP BW: Service Performance Analysis – Finance Persepective

Service Performance Analysis – Customer Persepective

Service Performance Analysis – Internal Processes

Service Performance Analysis – Learning and Growth

CRM Service – Technical Content

CRM Service - Workbooks



© SAP AG CR700 10-8

SAP AG 2004 SAP AG 2003, CR700,

Analytics in Your People: Centric UI

Analytical

Areas

HCM

Analytics

SCM

Analytics

CRM

Analytics

FI

AnalyticsExternal

Data

Access to all the information you need

Well-Structured

Analytical Tasks

Your

Personalized

Portal



© SAP AG CR700 10-9

SAP AG 2004 SAP AG 2003, CR700,

Enabled business analysis within mySAP CRMService

Evaluation of service processes

Predefined key figures for service process

analysis relating to:

Volume (such as number of orders)

Quality (such as number of complaints)

Cost efficiency (costs and revenues)

Use of predefined key figures for service processanalysis

Additional key figures can be defined

Complete Ready-to-run infrastructure is available

Service Analytics: Features

Ready-to-run infrastructure: Extraction of data by updating the InfoCubes

Analysis using predefined queries and MiniApps

mySAP BW Integration provides additional evaluation options through extraction of the relevant data



© SAP AG CR700 10-10

SAP AG 2004 SAP AG 2003, CR700,

ControllingHeader

Item

ComplaintHeader Item

ServiceCodes

InfoSources for Service Analytics

Case MgmtAttributesObjects

ContractHeader Item

Product list /Object list

IBaseMaster Data

Transactional Data

ConfirmationHeader

Item

Service Order Header

Item

In BW, an InfoSource describes the quantity of all the data available for a business transaction or a type

of business transaction.

An InfoSource is a quantity of information that logically belongs together, summarized into a single unit.

InfoSources contain either transaction data or master data (attributes, texts, and hierarchies).

An InfoSource is always a quantity of InfoObjects that logically belong together. The structure in which

these are stored is called a communication structure.

Additional DataSources exist for:

Service Contract Items (Replication together with Sales and Leasing Contracts)

Complaints in Sales and Service scenarios



© SAP AG CR700 10-11

SAP AG 2004 SAP AG 2003, CR700,

Service Performance Analysis for Service Managers

Service Performance Analysis as a modular

performance measurement system

The service manager can select analyses flexibly,

depending on the current business objective

Structured into 4 balanced views, based on Balanced

Scorecard (Kaplan/Norton):

Finance

Customers

Internal Processes

Learning and Growth

Emphasis is placed on cross-functional analytics so that data can come from a wide variety of sources

including:

Human Capital Management Analytics

Supply Chain Management Analytics

Customer Relationship Management Analytics

Financial Analytics

External analytical data

This means that Service Performance Analysis combines both financial and operational figures in a way

that contributes to the optimization of customer service strategies.



© SAP AG CR700 10-12

SAP AG 2004 SAP AG 2003, CR700,

Service Performance Analysis in the Manager Portal

Overview

Changes in cost-revenue ratio during a specific time period

Customer satisfaction rate

Delayed services by service level agreement dates

Headcount analysis

Finance

Cockpit with the most important analyses from the Finance v iew:

Detailed controlling analysis of products in contracts to identifyunprofitable contract products

Detailed controlling analysis of products

Detailed controlling analysis of customers

Changes in profit during the last twelve months

CompetitorsAccounts and Products Installations Act ivity Management AnalyticsHome Service Cycle

Service Performance Analyse

This Workset enables the service manager to analyze

the overall service process



© SAP AG CR700 10-13

SAP AG 2004 SAP AG 2003, CR700,


Customers

Cockpit with the most important analyses from the Customer view:

Highest-revenue customers

Profit per customer

Profit-sales ratio per customer to determine the profitabilityof individual customers

Variance analysis - revenue per sold-to party

Internal Processes

Cockpit with the most important analyses from the Internal view:

Number of service complaints per sold-to party

Services on schedule with requested-by dates

Services on schedule with service level agreement dates

Planning accuracy per service

CompetitorsAccounts and Products Activity Management AnalyticsHome Service Cycle

Service Performance Analysis

Installations



© SAP AG CR700 10-14

SAP AG 2004 SAP AG 2003, CR700,


Learning and Growth

Cockpit with the most important analyses from the Learning and Growth

view:

Illness rate

Number of entries

Overtime rate

Headcount

Balanced View

List of all analyses available for Service Performance Analysis(access of analyses via hyperlink)

CompetitorsAccounts and Products Activity Management AnalyticsHome Service Cycle

Service Performance Analysis

Installations



© SAP AG CR700 10-15

SAP AG 2004 SAP AG 2003, CR700,

Service Analytics Status

Open

In process

Completed

Service Analytics Status

Open

In process

Completed

Service Analytics Performance

In time (Customer)

Not in time (Customer)

Service Level Agreement: in time

Service Level Agreement: not in time

Service Analytics Performance

In time (Customer)

Not in time (Customer)

Service Level Agreement: in time

Service Level Agreement: not in time

Customer Satisfaction Rating

Midsize Companies

Large Companies

Small Companies

Customer Satisfaction Rating

Midsize Companies

Large Companies

Small Companies

Service Analytics as Part of Performance Analysis

Service Analytics Return Reason

Not used

Not in time

Wrong product

Damaged in transit

Service Analytics Return Reason

Not used

Not in time

Wrong product

Damaged in transit



© SAP AG CR700 10-16

SAP AG 2004 SAP AG 2003, CR700,

Goals/Strategy

CRM Service Analytics is a recurring process flow of analysis,forecasting, planning, and the optimization of processes

Planning the available / necessary resources

Increase customer satisfaction

Service Plan Simulation

Calculate planned dates for future service events within a specified

horizon based on selected service plans

Simulate service orders for future service events to estimate the

workload and revenue

Ability to use flexible reporting in BW e.g. aggregation)

Analyzing service workload and utilization of resources

Possibility to compare different forecast versions

Summarize the service order workload by day, week and month within

the simulated horizon

Service Planning and Forecasting



© SAP AG CR700 10-17

SAP AG 2004 SAP AG 2003, CR700,

Key Figures in BW Content Queries:

Number of orders per day / week / month / quarter / year and per

service organization

Processing volume

Number of specific services per day / week … and per service

organization

Service workload/volume

Number of resources/spare parts per day / week … and per service

organization

Resource utilization

Several other characteristics are provided in these queries (e.g. service

team, responsible service organization, service plan)

Key Figures



© SAP AG CR700 10-18

SAP AG 2004 SAP AG 2003, CR700,

Service Analytics: Unit Summary


Describe the SAP BW content for mySAP CRM Service

Explain how user access Service Analytics functions



© SAP AG CR700 11-1

SAP AG 2004

SAP Solution Manager

SAP Solution Manager SAP Solution Manager SAP Solution Manager

Functional ImplementationFunctional Implementation

Technical ImplementationTechnical Implementation

Implementation ofOperations

Implementation ofOperations Support DeskSupport Desk

Services for OperationsServices for Operations

Solution MonitoringSolution Monitoring

Providing tools, content,

procedures and services

to implement and operate

your mySAP Business Suite solution

SAP Solution Manager:

a Customer Platform for Implementation and

Operation of mySAP Business Suite

Implementation Operations

SAP Solution Manager supports you throughout the implementation and operation of SAP solutions. It is

a platform that supports the business solution life cycle, from the Business Blueprint throughconfiguration to production operation. SAP Solution Manager offers central access to preconfigured

content, tools, and methodology that you can use during the evaluation and implementation of your

systems.

For implementation, these include:

Contents for evaluating and implementing business solutions predefined by SAP.

The ASAP methodology for the implementation of business solutions.

Tried and tested implementation and test tools, for example, the Implementation Guide (IMG) or the

Test Workbench.

An authoring function that you can use to create your own project templates for your implementation

project. This makes SAP Solution Manager an ideal tool for SAP partners and companies involved in

global rollouts.

SAP Solution Manager Operations allows you to configure, administer, and monitor systems and business processes for a solution. You can work with overall solutions as well as individual systems,

business processes, and software components. You can also set up and run your own solution support.



© SAP AG CR700 11-2

SAP AG 2004

SAP Solution Manager: Use in Implementation

SAP SolutionAP Solution Manager inanager in Implementationmplementation

Configuration

Project

definition

Define Business

Blueprint

Customizing

synchronization

Authorization

Data

transfer

End user

Training and

documentation

Testing

Project

phase

Roadmaps

Project AdministrationCross

functions

Project

activities

Issue Tracking / Status Monitoring / Reporting

Developments

Define

system landscape

Focus of tool support

Project

Preparation

Business

BlueprintRealization Go Live

& Support

Final

preparation

SAP Solution Manager supports you in all phases of the evaluation and implementation. You can

perform the following activities in an evaluation and implementation project with SAP Solution

Manager:

Project Preparation: The Roadmaps contain information and procedures for all phases of your

implementation project. Your work with SAP Solution Manager really begins after the evaluation

phase. The first step is to define your project in SAP Solution Manager.You enter administrative data

in the Project Administration transaction, for example details of project dates and resources. You set

the project scope and you define the system landscape you require for the implementation of your

solution during the project preparation phase.

Business Blueprint: You define a Business Blueprint by documenting the organizational units,

master data, business scenarios and business processes you require for the implementation of your

solution. During the Business Blueprint definition, you read the documentation supplied by SAP and

partners, create your own project documentation and assign individual process steps to transactions. Realization: You configure your business scenarios in the development system. You check the test

cases delivered with your solution and assign further test cases to individual processes and process

steps. You perform a consistency check for the Customizing of your business processes. In other

words, you check whether the Customizing is the same in the various application components. You

synchronize Customizing with Customizing Distribution. You can organize tests. You can reuse the

test cases selected during configuration. It is possible to carry out project analysis at any point during

your project to obtain information on project status and on progress made in testing or configuration.



© SAP AG CR700 11-3

, 5. Final Preparation, Go Live & Support: Perform remote SAP services and track their status.

Monitor and manage your systems using real-time alerts displayed in a system graphic, weekly SAP

EarlyWatch Alert Reports and Central System Administration tasks.



© SAP AG CR700 11-4

SAP AG 2004

How to Use SAP Solution Manager in a Project

Project

Preparation

Business

BlueprintRealization

Go Live &

Support

Final

Preparation

Project Definition and Description

Project type

Naming, roles, language

Project standards (Status, keywords, documentation types)

Timeframe

Define System Landscape

Development

Quality Assurance

Production

…



© SAP AG CR700 11-5

SAP AG 2004


Project

Preparation

Business


Go Live &

Support

Final

Preparation

Define Business Blueprint via Business Process Repository

Customer Business Process requirements, analysis, documentation,and management / Scoping

Visualization of Standard Business Process by scenario description,product documentation, demos, and transactions

Project-specific adaptation, for example, new Processes,documentation at each level (Requirements, print outs, reports,concepts), …

Generation of Blueprint

Project Issue Management Status Management

SAP Feasibility Check



© SAP AG CR700 11-6

SAP AG 2004


Project

Preparation

Business


Go Live &

Support

Final

Preparation

Configuration

Configuration guides for Standard Business Scenarios

Configuration support per scoped structure element, for example, productdocumentation, IMG, non-ABAP configuration, BC sets, and CATTs

Project documentation, for example, customizing, modification,enhancements

Customizing Synchronization

Testing

Define and maintain test cases, test catalog

Organize and perform testing in Test Workbench

Project Issue Management for example for questions errors

requests; Messages to SAP



© SAP AG CR700 11-7

SAP AG 2004


Project

Preparation

Business


Go Live &

Support

Final

Preparation

End User Training and Documentation

Part of Implementation content

Standard Business Process and Customer Business Processdocumentation

Product documentation

Project Issue Management for example for errors

requests; Messages to SAP

SAP GoingLive Check

SAP EarlyWatch Check

Solution Manager for Operations



© SAP AG CR700 11-8

SAP AG 2004

Implementation Content

Structure items

for generic configuration

support

Scenarios

Solution

General Settings

Connecting Systems

Data Replication

Engines

Portals

Basic Settings for <Solution>

Basic Settings for <Key Capability>

Basic Settings for <Channel>

Basic Settings for <Technology>

<Product Version>

Configuration Structures

Master Data

Organizational Units

...

Business Processes

<Scenario>

<Scenario>

...

Scenarios

<Solution>



© SAP AG CR700 11-9

SAP AG 2004

Implementation Content: Assignments

Trans-

action

Docu-

mentationTransactions

IMG activities

Other

Docu-

mentation(in the Help

Portal)

IMG

Docu-

mentation

Link to

With

Access

to

URLsGeneral Settings

Connecting Systems

Data Replication

Engines

Portals

Basic Settings for <Solution>

Basic Settings for <Key Capability>

Basic Settings for <Channel>

Basic Settings for <Technology>

<Product Version>

Configuration Structures

Master Data

Organizational Units

...

Business Processes

<Scenario>

<Scenario>

...

Scenarios

<Solution>



© SAP AG CR700 11-10

SAP AG 2004

Example: Configuration Concept for mySAP CRM 4.0

Basic

Settings

for

Enterprise

Marketing

Basic

Settings

for

Enterprise

Sales

BasicBasic

SettingsSettings

for for

EnterpriseEnterprise

ServiceService

Basic

Settings

for

Enterprise

Analytics

Basic Settings for mySAP CRM

Basic

Settings

for

E-Comm.

Basic

Settings

for

Field

Appl.

Basic

Settings

for

Interaction

Center

Basic

Settings

for

Channel

Mgmt.

M o b i l e

C R M

M o b i l e

R / 3

H a n d h e l d C R M

W i n C l i e n t

W e b C l i e n t

I S A C R

M

I S A R / 3

Basic Settings for all Business Scenarios


assigned to a Functional Key Capability


assigned to a Channel Key Capability

Business Scenarios and assigned settings



© SAP AG CR700 11-11

SAP AG 2004

Example: Basic Settings for any Handheld ServiceBusiness Scenario*

Basic

Settings

for

Enterprise

Marketing

Basic

Settings

for

Enterprise

Sales

BasicBasic

SettingsSettings

for for

EnterpriseEnterprise

ServiceService

Basic

Settings

for

Enterprise

Analytics

Basic Settings for mySAP CRM

Basic

Settings

for

E-Comm.

Basic

Settings

for

Field

Appl.

Basic

Settings

for

Interaction

Center

Basic

Settings

for

Channel

Mgmt.

M o b i l e

C R M

M o b i l e

R / 3

H a n d h e l d C R M

W i n C l i e n t

W e b C l i e n t

I S A C R

M

I S A R / 3

* Including

Analysis

Processes

For each Business Scenario the

required path is given in the

SAP Solution Manager

a

b

d

e

c



© SAP AG CR700 12-1

mySAP CRM Detailed

View Newfunctionality andEnhancements forCRM Service

mySAP CRM

Detailed View

New functionality and

Enhancements for CRMService(SAP CRM 4.0 – Edition 2004)

Available with

IndustryExtensionsfor SAP CRM 4.0



© SAP AG CR700 12-2

SAP AG 2004

Content

Overview

New or Enhanced Functionalities

Logistics Integration

Amount Allocation

Service Billing in SAP ERP

Revenue Recognition

Further Information

Available with

Industry

Extensionsfor SAP CRM 4.0



© SAP AG CR700 12-3

SAP AG 2004

New – Logistics Integration

Assures that spare parts and external resources areavailable at the right place and time

Allows the integration of third party service providers

and suppliers

Covers the complete logistics chain

Enhanced – Amount allocation

Possible to now allocate costs (non-billable items) to internal

recipients (e.g. cost centers).

Several external (e.g. different customers) and internal (e.g. cost

centers) recipients are possible per item Advanced distribution of revenues and costs to the relevant

receivers before billing

Improved cost controlling by means of clear cost

assignments

Overview (1)

Available with

Industry Extensionsfor SAP CRM 4.0

Available with


Logistics Integration Logistics integration within CRM service has been extended to include reservations, purchase

requisitions and purchase order creation from demand generated within CRM service documents. If

external resources are required for service work, a purchase requisition or purchase order can be

generated within SAP ERP procurement where the determination of the supplier will take place

automatically. A supplier can also be assigned directly from an external catalogue during the creation

of the service order.

Amount Allocation

Prior to the Service Industry Extensions for CRM 4.0 , the process “Amount Allocation” only took

revenues into consideration. This means that it was only possible to split revenues between different

external recipient and it was not possible to split costs in the same way. This enhanced version of this

process will now allow you to split the costs. In addition, you will also be able to split revenues between internal recipients such as Internal Order. For example, that 70% of the costs can be

transferred to the recipient of the warranty costs and the rest to the production facility. This is a major

improvement for internal cost controlling.



© SAP AG CR700 12-4

SAP AG 2004

New – Service billing in SAP ERP

Use of already established SAP ERP billing infrastructure

for CRM Service processes (service contracts, serviceorders, confirmations)

Service initiation, planning and execution is carried out

in CRM

Billing and pricing configuration within SAP ERP can be

used for sales and now service

New - Revenue recognition for service contracts

CRM now with high degree of integration

into SAP ERP

Distribution of revenues according to thefiscal periods

Separation of revenue recognition from the billing

process

Overview (2)

Available with


Available with


Service Billing in SAP ERP Previously CRM service items could only be billed within CRM billing. Now with the SAP CRM 4.0

Edition 2004, we can use the existing processes in SAP ERP for billing CRM service items. Service

processing will still be handled within CRM, however, billing and pricing configuration within SAP

ERP can now be used for CRM service.

Revenue Recognition:

Many companies require that revenues are calculated according to time period. This means that the

revenues must be implemented in the posting period, in which the service was carried out, and not in the

posting period in which the billing document was set up. The revenue recognition function in the SAP

R/3 system helps you to fulfill these requirements and separate revenue recognition from the billing

process. The R/3 system offers a flexible solution to companies using various methods of revenue

recognition.



© SAP AG CR700 12-5

SAP AG 2004

Assures that spare parts and external resources for service order processing are available at the right

place and time.

Allows the integration of third party service providersand suppliers

Logistical Options

Spare Parts

Reservation

Purchase Requisition

Purchase Order

External Resource

Purchase Requistion Purchase Order

Processing status of the logistical processes carriedout in SAP ERP can be monitored within the documentflow of the Service order.

Logistics Integration: Business Benefits Available with


Procurement of spare parts and external resources within the service order is initiated based on: Item Category

Process Type

Service Organization



© SAP AG CR700 12-6

SAP AG 2004

Logistics Integration: Spare Parts

Spare Part

Items

Item Category

Process Type

Service

Organization

Procurement

Paramenters

Service

Order

SAP ERP

Logistical

OptionsCRM

Inbound Processing

Delivery

Goods Receipt

Service Order 781231

Reservation 2835

Purchase Requisition 443

Purchase Order 124334

Goods Receipt

Document Flow

Reservation

Purchase

Requisition

Purchase

Order

Available with


If spare parts for processing a service order are required, it has to be sure that these spare parts are

available on the required date.

Depending on whether the spare part is already in stock or whether it first needs to be procured or even

manufactured, different logistic processes have to be carried out. The following options for procuring

spare parts will now be provided:

· Reservation

· Purchase requisition

· Purchase order

During the creation of the service order the user has the possibility to choose one of three options or the

system makes the choice based on different parameters (e.g. Item category, process type, service

organization). In Customizing, you define all the relationships and checks that the system uses to

determine and execute the required logistics scenario The determination of the source of supplier takes

place automatically in SAP ERP procurement, but it is also supports the assignment of the source ofsupplier directly from an external catalogue during the creation of the service order. This data will then

be transferred into SAP ERP.

After the creation of the service order it is possible to track the processing status of each individual item

within the document flow.

The procurement of external resources (e.g. technicians) works in a similar way, but please see next slide

for details and descriptions.

For details about the External Procurement, see the scenario or process description available under Gen.

Documentation.



© SAP AG CR700 12-7

SAP AG 2004

Logistics Integration: External Resources

External

Resources

Item Category

Process Type

Service

Organization

Procurement

Paramenters

Service

Order

SAP ERP

LogisticalOptions

CRM

Service Entry

Sheet

Service Order 781231

Purchase Requisition 443

Purchase Order 124334

Document Flow

Purchase

Requisition

Purchase

Order

Available with


If external resources for processing a service order are required, it has to be sure that these external

resources are available on the required date.

Depending on whether resources are already available or whether external resources need to be procured,

different logistic processes have to be carried out. The following options for procuring external resources

will now be provided:

Purchase requisition

Purchase order

During the creation of the service order the user has the possibility to choose one of three options or the

system makes the choice based on different parameters (e.g. item category, process type, service

organization). In Customizing, you define all the relationships and checks that the system uses to

determine and execute the required logistics scenario The determination of the source of supplier takes

place automatically in SAP ERP procurement, but it is also supports the assignment of the source of

supplier directly from an external catalogue during the creation of the service order. This data will then be transferred into SAP ERP.

After the creation of the service order it is possible to track the processing status of each individual item

within the document flow.

For details about the External Procurement, see the scenario or process description available under Gen.

Documentation.



© SAP AG CR700 12-8

SAP AG 2003, Detailed View Service Contract & Entitlement Management / 1

Procurement: Spare Parts & External Resources

Header Document Flow

Line Item Document Flow



© SAP AG CR700 12-9

SAP AG 2004

Billable Non-Billable Items

Several external recipients (e.g. different customers) for billableitems (revenues)

Several internal recipients (e.g. cost centers) for non-billableitems (costs)

Advanced distribution of revenues and costs to therelevant receivers before billing

Possible to define shortly before billing takes place,who should pay which expenses

Prices are often defined at a very late stage -> flexible pricechanges are possible

Settlement information is not always known at the time of ordercreation

Checks and corrections can be performed shortly before billingtakes place

Change of billing relevance (for example, warranty, goodwill)

Change of invoice recipient

A field service employee can often not decide himself, howmuch the customer or the insurers should pay

Amount Allocation: Business Benefit Available with


Prior to the Service Industry Extensions for CRM 4.0, the process “Amount Allocation” only takes

revenues into consideration. This means that it is possible to split revenues between different external

recipients, but it is not possible to split costs in the same way. With the Service Industry Extensions for

CRM 4.0 version, you will now be able to split the costs (non-billable). In addition, you will also be

able to split revenues (billable) between internal recipients such as Internal Order. For example, that 70%

of the costs can be transferred to the recipient of the warranty costs and the rest to the production facility.

This is a major improvement for internal cost controlling.

For details about the Flexible Billing of Service Processes using Billing Plan, see the scenario or process

description available under Gen. Documentation.



© SAP AG CR700 12-10

SAP AG 2003, Detailed View Service Contract & Entitlement Management / 1

Amount Allocation: Business Benefit

Possibility to split items

Several external and internal recipients are possible per item

Splits and rules are inherited by various items

Flexible grouping possibilities

Grouping of items is possible, for example:

Customer pays completely for all materials, but only pays 50% of

the expenses for services

Grouping of items can be derived from the product type

The settlement of expenses is possible at different

times during the service process:

Settlement is performed monthly, even if the service has not yet

been completed

Settlement is performed once the service has been completed

Partial billing of services possible

Improved cost controlling by means of clear cost

assignments

Available with




© SAP AG CR700 12-11

SAP AG 2004

Amount Allocation: Overview

Amount allocationAmount allocation

Allocation of revenue and costs

in ERP accounting

Allocation of revenue and costs

in ERP accountingBilling in CRM serviceBilling in CRM service

More than one receiver of revenues and

costs

More than one receiver of revenues and

costsBilling to more than one payer Billing to more than one payer

More types of receivers for revenues

and costs

More types of receivers for revenues

and costs

Splitting per percentage, quantity or

value

Splitting per percentage, quantity or

value

Revenues and costs per CRM item and

allocation per CRM item

Revenues and costs per CRM item and

allocation per CRM item

Splitting on header and item leveland splitting for groupsSplitting on header and item leveland splitting for groups

Late, changeable splitting by

billing request (shortly before billing)

Late, changeable splitting by

billing request (shortly before billing)



© SAP AG CR700 12-12

SAP AG 2004

R/3-FI/CO

CRM

Amount Allocation: Document and Data Flow

Serviceorder

Serviceconfirmation

Billingdue list

Billing request

with amount

allocation

Internal order

(cost collector)

Customer order Customer order

Internal order Internal order

Cost center Cost center

WBS elementWBS element

Profitability segmentProfitability segment

The diagram above represents the document flow and data flow for service order processing with amount

allocation.

The solid arrows in the diagram represent the document flow and the dashed arrows in the diagram

represent the data flow.

When the service order is created, if the controlling integration is turned on in CRM, an internal order is

created in ERP.

Within the service order, you have the opportunity to allocate billable (revenue) and non-billable (costs)

amounts to different receipients, but the data is not transferred to the internal order at this point.

When a follow-up service confirmation is created for the service order, the amount allocation

information within the service order is transferred to the service confirmation where you can update

amount allocation information. However, the amount allocation data is still not transferred to the internal

order at this point.

When a follow-up billing request is created for the service confirmation, the amount allocationinformation within the service confirmation is transferred to the Billing Request and within the Billing

Request, you have your last opportunity to update the amount allocation data before the amount

allocation data is sent to the ERP internal order.

Once the Billing Request document is saved, the billing request document is sent on to the billing due

list in CRM and the amount allocation data is transferred to the internal order in ERP and the associated

receivers.



© SAP AG CR700 12-13

SAP AG 2004

Assumptions: confirmed quantity = 10 h, revenue = 1100 €, cost = 1000 €

One receiver for revenue and cost

Cost receiver is same as revenue receiver (PSG = profitability segment)

Amount Allocation: One Receiver

1000 €1100 €(100 %)PSG for

4711

PSG471110 h

CostRevenuePercen

-tage

Receiver Receiver

type

Payer Invoiced

quantity

ResultAmount Allocation



© SAP AG CR700 12-14

SAP AG 2004


Several receivers for revenue and cost

Cost receivers are the same as revenue receivers (PSG = profitability

segment)

Percentages for costs are calculated on a basis of invoiced quantities

Amount Allocation: Simple Split

600 €660 €60 %PSG for

4712

PSG47126 h

400 €440 €40 %PSG for 4711PSG47114 h

CostRevenuePercen-

tage

Receiver Receiver

type

Payer Invoiced

quantity




© SAP AG CR700 12-15

SAP AG 2004

Assumptions: confirmed quantity = 10 h, cost = 1000 €

No revenue

Costs allocated (ORD = internal order)

Amount Allocation: No Billing, Only Costs

1000 €-costs

100 %

revenue0 %

9000ORD--

CostRevenuePercen-

tage

Receiver Receiver

type

Payer Invoiced

quantity




© SAP AG CR700 12-16

SAP AG 2004


Invoiced quantity smaller than confirmed quantity

Costs completely allocated

Amount Allocation: Partly Billing, Complete Costs

200 €-co. 20 %

rev. 0 %

9000ORD--

500 €550 €50 %PSG for

4712

PSG47125 h

300 €330 €30 %PSG for

4711

PSG47113 h

CostReve-

nue

Percen-

tage

Receiver Receiver

type

Payer Invoiced

quantity




© SAP AG CR700 12-17

SAP AG 2004

Use of already established SAP ERP billing infrastructure

for CRM Service processes (service contracts, service

orders, confirmations)

Service initiation, planning, and execution is carried out in CRM

Billing and pricing configuration within SAP ERP can be

used for sales and now service

Billing relevant items from CRM service orders, service contracts,

and service confirmations are transferred to the SAP ERP system

as a debit request where SAP ERP Billing can then be carried out

CRM Service Information Provided to the SAP ERP processes:

Spare Parts & Services

Business Partners

Pricing

Billing Date

Billing Methods

SAP ERP Billing - Current Solution

Available with




© SAP AG CR700 12-18

SAP AG 2004

SAP ERP Billing - Overview

Data Transfer

SAP ERP

Sales

Billing

Billing

Document

Document Flow

Debit Request

Available with


CRM

Service

Contract

Service Order

Service

Confirmation

Business

Partners

Spare Parts &

Services

Pricing

Billing Dates

Billing

Methods

Debit Request 1000032

Billing Document 9000002

Currently, it is only possible to bill service orders and service contracts in SAP CRM with the Billing

Engine. However, there is also a need to bill for these objects in SAP ERP, as this constitutes a system

and organizational infrastructure that is already implemented and functioning well, and should, for this

reason, be used for CRM processes too. The pricing infrastructure from SAP ERP, which is already used

for sales billing, can also be used for service billing.

Service initiation, planning, and execution will occur in the SAP CRM system. The service orders,

service contracts, and service confirmations themselves will be not replicated to SAP ERP. All billing-

relevant items from service orders, service contracts, and service confirmations will be transferred to a

debit request in SAP ERP. the CRM provides all information required such as business partner, spare

parts and services, pricing, billing dates. In addition to that, information about billing modalities will be

available. This ensures that new methods of payments will be supported:

Credit card

Cash sales / collection (encashment) For details about the Billing of Service Confirmations in R/3, see the scenario or process description

available under Gen. Documentation.



© SAP AG CR700 12-19

SAP AG 2004

Service Contracts – Revenue Recognition

CRM now with high degree of integration

into SAP ERP

Well-known revenue recognition process

from SAP ERP can be addressed directly

with CRM data

Distribution of revenues according to

the fiscal periods

Time- and service-related revenue recognition available

Separation of revenue recognition from the billing process

Posting period of the billing document not necessarily the same as the

posting period for revenue recognition

Revenue Recognition enables companies to better manage

revenues across time

Available with

Industry

Extensionsfor SAP CRM 4.0

Revenue Recognition: Many companies require that revenues are calculated according to time period. This means that the

revenues must be implemented in the posting period, in which the service was carried out, and not in the

posting period in which the billing document was set up. The revenue recognition function in the SAP

R/3 system helps you to fulfill these requirements and separate revenue recognition from the billing

process. The R/3 system offers a flexible solution to companies using various methods of revenue

recognition.



© SAP AG CR700 12-20

SAP AG 2004

Distinguish between two different cases:

Periodical billed contracts

Periods for contract invoices (scheduled in the contract-related billing

plan) differ from the fiscal periods

Time-related revenue recognition

Revenues are distributed in equal proportions in specific time periods

Target value/target quantity contracts

With service contracts it is often the case that services to be delivered

are predefined by:

Target quantity

Target value The point in time or the volume of the service consumption are different

Service-related revenue recognition

The revenues are realized on the basis of a specific event, e.g. a

maintenance on-site

Revenue recognition for service contracts

Available with


Many companies require period-based accrual calculation of revenues. This means that revenue must be

realized in the posting period in which the service was rendered rather than in the posting period in

which the billing document was created. You can use the revenue recognition function to fullfill this

requirement by separating revenue recognition from the billing process.

The automatic transfer of data from business processes in SAP Customer Relationship Management

(SAP CRM) Service into an SAP R/3 Enterprise internal order makes it possible for you to use the

revenue recognition in SAP R/3 Enterprise.

Revenue recognition controls in how much revenue is to be reported in which posting period.

Revenue recognition allows you to post revenue to SAP Financial Accounting (SAP FI) independent of

billing documents, which are normally posted to revenue accounts. In this way, revenues can be posted

before, during, or after the actual billing.

Revenues can be realized on a periodic basis or on the basis of individual events:

Standard revenue realization means that billing documents are posted directly to a revenue account.This type of posting occurs without a revenue recognition process.

Time-based (periodic) revenue recognition means that the revenue of a sale is distributed and posted

evenly over the entire contract term. For this process, the billing document is posted to an accruals

account first and the revenues are transferred to the revenue accounts in a second step.

Service-related revenue recognition (value/quantity contract with target quantity) means that the

revenue is realized according to an event such as a service confirmation or a service order . Once again,

the billing document is posted to an accruals account first and the revenues are transferred to the

revenue accounts in a second step.



© SAP AG CR700 12-21

SAP AG 2004

Periodical billed

contracts

Data of a service contract

which has be transferred

to SAP ERP for revenue

recognition:

Start/End date

Billing plan

The data will be stored

corresponding to the

existing internal order


Servicedocument

Customerinvoice

Revenuerecognition

process

Receivable

12000

1000

1000

….

….

Accrued revenue

12000

Revenue

10001000

….

….

Time-related revenue recognition

1 2 3 45 6 7 8 9 10 11

19 20 21 22 23 24 25

12 13 14 15 16 17 18

26 27 28 29 30

Example of a time-related revenue recognition: You agree a contract with the customer and invoice the customer for the product with the help of a

periodic billing plan. The contract covers 12 periods and an amount of 12000. This means over 12

periods there is 1000 per contract period.

Service Contracts are often used as periodical billed contracts

However, the point in time of the service consumption is different. It can also be that the periods for

contract invoices scheduled in the contract-related billing plan differ from the fiscal periods, for

example, the contract invoices will be triggered quarterly and the fiscal periods are defined monthly.

In this case, the costs and the corresponding revenues accrue in different portions and in different periods

of the fiscal year. This results in an unbalanced periodical result.

Based on the following data of the service contract, it will be possible to transfer the data for the revenue

recognition into SAP ERP:

Contract Start date Contract End date

Billing plan: sum of billing request items

The following values are calculated in SAP ERP:

- Accrual quantity per posting period in percent (degree of revenue recognition) = 100 / number of

posting periods.

- Realized revenue per period = Accrual quantity per posting period in percent * Planned revenue

- The planned revenue is equal to the sum of the billing request items.



© SAP AG CR700 12-22

SAP AG 2004

Target value/target

quantity contracts

Data of a service contract

which has be transferred

to SAP ERP for revenue

recognition:

Start/End date

Billing plan

Target quantity/value

The data will be stored

corresponding to the

existing internal order


Service

Contract15000

Customer

invoice15000

Revenuerecognition

process

Receivable

15000

3000

600

Accrued revenue

15000

Revenue

Serviceorder

9000

3000

600

Productdelivery

600

Service

3000

Service-related revenue recognition

Example of service-related revenue recognition: You agree a service contract with a customer and the whole amount is invoiced at the beginning of the contract’s

validity. You can however only carry out recognitions if the agreed services are actually carried out. If the whole

contract amounts to 15000 and the value of each individual service 3000, each time you carry out a service, the

value is 3000. If you carry out the service once, the remaining 12000 counts as credit on a deferred revenue

account, until you have carried out the remaining services.

Service contracts are often created as value/quantity contracts. So they contain:

Target quantity

Target value

However, the volume of the service consumption is different. So the costs and revenues must not be in the same

fiscal period. To avoid this and get a balanced periodical result you can use the Revenue Recognition.

Based on the following data of the service contract, it will be possible to transfer the data for the revenue

recognition into SAP ERP:

Target value from the service contract items

Contract Start and Contract End dates

Release values from Service Orders

The following values are calculated in SAP ERP:

Accrual quantity per posting period in percent (degree of revenue recognition) = Release value per posting

period / target value * 100

Realized revenue per period = Accrual quantity per posting period in percent * Planned Revenue

The planned revenue is equal to the target value.




Methods for

profitability analysis

to evaluate…

CRM Service planning and processing SAP ERP Financials

Service order

(contract related)

Service order

item

Service contract

Servicecontract item

Service confirmation

(contract related)

Serviceconfirm. item

Used resources:

spare parts,

services,expenses, …

Billing

Invoicing of billing-relevant service items

Internal order

Actual costs

Actual revenues• Start date

• End date

• Target value/quantity

• Billing plan

Requested

values/

quantities

Contract related

information/rules

for revenuerecognition

Accounts receivable

Deferred revenue

Unbilled receivables

Revenue

Cr 700 Crm Service (Crm4.0)

Documents

Transcript of Cr 700 Crm Service (Crm4.0)