©© 2013 SAP AG. All rights reserved. Scenario/Processes Service and Repair Scenario Overview Handling an Incoming Customer Inquiry Executing Services Creating

© © 2013 SAP AG. All rights reserved.

Scenario/Processes

Service and RepairScenario Overview

Handling an Incoming Customer Inquiry

Executing Services

Creating and Planning Service Orders

Creating Down Payment Request - Customer

Confirming Service Execution

Scenario Explorer

Open Legend

Sales/Customer Service Representative

Scenario Description

The following business roles are involved in this scenario:

Service Planner/Dispatcher

Service Performer

Accounts Receivables Accountant

Warehouse Manager

Warehouse Operator

The Service and Repair Scenario business scenario enables your service department to provide repair and maintenance to your customers on-site, at your own service center, or at the service center of a supplier. It provides functions to handle service requests, plan service orders and related activities, and fulfill, confirm, and invoice services. There are also enhanced functions for: Customer warranties, to bring transparency to your warranty business, to allow you to meet any legal requirements, and provide information on warranty-related cost and profit. Service levels, to define reaction times, specify and measure performance objectives, and designate milestones and operating hours. Outsourcing, to offer and sell third-party services, whether you outsource your field service organization partially or completely.

Service and Repair incorporates business functions from related areas that directly support service delivery, such as from Supply Chain Management for spare part logistics, warehousing, and inventory; and from Cash Flow Management for processing due items and payments.

Click process chevrons for details

Processing Receivables and Payments

Initiating Outbound Delivery

Processing Outbound Delivery


Processing Inbound Delivery

Processing Inbound Delivery Notification

Goods Movement

Request-

to-Resolve

Procure-to-

Pay (Services)

Expense

Reimburse-

ment

Dispatching and Scheduling Orders Creating Customer Invoices

Business Value

Scenario Flow

Further Information


Scenario/Processes

Service and RepairScenario Overview


Executing Services




Scenario Explorer

Sales/Customer Service Representative

Scenario Description

The following business roles are involved in this scenario:

Service Planner/Dispatcher

Service Performer


The Service and Repair Scenario business scenario enables your service department to provide repair and maintenance to your customers on-site, at your own service center, or at the service center of a supplier. It provides functions to handle service requests, plan service orders and related activities, and fulfill, confirm, and invoice services. There are also enhanced functions for: Customer warranties, to bring transparency to your warranty business, to allow you to meet any legal requirements, and provide information on warranty-related cost and profit. Service levels, to define reaction times, specify and measure performance objectives, and designate milestones and operating hours. Outsourcing, to offer and sell third-party services, whether you outsource your field service organization partially or completely.

Service and Repair incorporates business functions from related areas that directly support service delivery, such as from Supply Chain Management for spare part logistics, warehousing, and inventory; and from Cash Flow Management for processing due items and payments.








Goods Movement

Request-

to-Resolve

Procure-to-

Pay (Services)

Expense

Reimburse-

ment


Open Legend


Warehouse Manager

Warehouse Operator

Open Legend

Warehouse Manager

Warehouse Operator<Role Name><Role Name> <Role Name>

Legend

Process mainly driven by the user

Process mainly driven by the system

Manual process not supported by the system

Process that communicates with third-party software (mouse-over for details)

Process with relevance to Financials

Related scenario

Info button with more information

Close Legend

Business Value

Scenario Flow

Further Information


Scenario/Processes

Service and RepairProcess Details: Handling an Incoming Customer Inquiry

Scenario Explorer

Process Description

Performed bySales/Customer Service Representative

In the Work CentersAccount Management Groupware (Outlook) Collaboration Window

Further Information

Executing Services











Goods Movement

Request-

to-Resolve

Procure-to-

Pay (Services)

Expense

Reimburse-

ment

Dispatching and Scheduling Orders

Creating Customer Invoices

Handling an Incoming Customer Inquiry via Telephony Channel

Receive an incoming call and log an inquiry

X

iClick here to display process variants

The Handling an Incoming Customer Inquiry business process enables you to manage the arrival of incoming customer inquiries via various input channels such as phone, e-mail, or the Internet.During customer interactions, it is key to know who you are dealing with. To quickly identify the account and contact, there are several possibilities such as automatic identification based on the telephone number of an incoming call, or you can enter the name of a caller manually in a Google-like search.Business Value

Scenario Flow

Further Information See alsoService Order Processing

http://help.sap.com/saphelp_byd1311/en/ktp/Software-Components/01200615320100003379/WEKTRA_for_Work_Centers/CRM/Ess/ESS_Pro_ServOrdProcessing.html


Scenario/Processes

Service and RepairProcess Details: Handling an Incoming Customer Inquiry

Scenario Explorer

Process Description


In the Work CentersAccount Management Groupware (Outlook) Collaboration Window

Further Information

Request-

to-Resolve

Handling an Incoming Customer Inquiry via Telephony Channel

Receive an incoming call and log an inquiry

iClick here to hide process variants

Handling an Incoming

Customer Inquiry via Fax

or E-Mail Channel

Handling an Incoming

Inquiry Manually via

Activities

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Executing Services











Goods Movement

Procure-to-

Pay (Services)

Expense

Reimburse-

ment



The Handling an Incoming Customer Inquiry business process enables you to manage the arrival of incoming customer inquiries via various input channels such as phone, e-mail, or the Internet.During customer interactions, it is key to know who you are dealing with. To quickly identify the account and contact, there are several possibilities such as automatic identification based on the telephone number of an incoming call, or you can enter the name of a caller manually in a Google-like search.Business Value

Scenario Flow

Further Information See alsoQuick Guide for Service Order Processing

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http://help.sap.com/saphelp_byd1311/en/ktp/Software-Components/01200615320100003379/WEKTRA_for_Work_Centers/CRM/WoCV/ServiceOrderProcessing/VQG_SO_VIEW_ServiceOrderProcessing.html

http://help.sap.com/saphelp_byd1311/en/ktp/Software-Components/01200615320100003379/WEKTRA_for_Work_Centers/CRM/WoCV/ServiceOrderProcessing/VQG_SO_VIEW_ServiceOrderProcessing.html


Scenario/Processes

Service and RepairProcess Details: Creating and Planning Service Orders

Scenario Explorer

Process Description

Performed byService Planner/Dispatcher

In the Work CenterService Orders

Further Information


Executing Services










Goods Movement

Request-

to-Resolve

Procure-to-

Pay (Services)

Expense

Reimburse-

ment



Create a service order with incident details

Plan and submit a service order

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The Creating and Planning Service Orders business process enables your service department to create a service order when a customer calls requesting the repair or maintenance of a product. Alternatively, a service employee monitors incoming service requests and creates a follow-up order when services or spare parts are required on-site, at your own service center, or at the service center of a supplier.

Your service employee creates a service order with relevant details such as the account, affected product, location of service provision, order priority, the services and spare parts required, and related expenses that might result from the service execution, for example travel to the customer. After the order is planned, an order confirmation is sent to the customer and the order released for follow-up processes.Service employees track and monitor all processes involved in service delivery directly from the service order.

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Business Value

Scenario Flow

Further Information See alsoService Order Processing

http://help.sap.com/saphelp_byd1311/en/ktp/Software-Components/01200615320100003379/WEKTRA_for_Work_Centers/CRM/Ess/ESS_Pro_ServOrdProcessing.html


Service and RepairProcess Details: Dispatching and Scheduling Orders

Scenario Explorer

Process Description

Performed byService Planner/DispatcherService Performer

In the Work CentersSales Orders Service and Repair

Further Information


Executing Services


Creating Down Payment Request - Customer Click process

chevrons for details




Request-

to-Resolve

Procure-to-

Pay (Services)

Dispatching and Scheduling Orders - Decentral Scheduling

…

Prepare service execution

Schedule an order

Check order pipeline and plan a route

Dispatch and release an order for execution

i i ii

Click here to display process variants

The Dispatching and Scheduling Orders business process enables a service employee to assign an order, either manually or automatically to the responsible service performer and execution team/supplier. He or she can then schedule the service performer by creating a follow-up appointment for the sales or service order. This can be done either centrally by the service employee or decentrally by the service performer. The order can be scheduled taking the order priority, availability, or other aspects such as service levels and route optimization into account.Finally, the service employee releases the order for execution. Once this is done, the service performer can print and/or download the list of orders to be executed as well as the details for each order before heading out. In addition, the service performer can display the appointments in a calendar view within the SAP Business ByDesign system or in a groupware client such as Outlook, if groupware integration is active.

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Scenario/Processes

Business Value

Scenario Flow

Further Information See alsoOrder Pipeline Quick Guide

http://help.sap.com/saphelp_byd1311/en/ktp/Software-Components/01200615320100003379/WEKTRA_for_Work_Centers/CRM/WoCV/OrderPipeline/VQG_FSR_VIEW_OrderPipeline.html


Scenario/Processes


Executing Services






Service and RepairProcess Details: Dispatching and Scheduling Orders

Scenario Explorer

Process Description

Performed byService Planner/DispatcherService Performer

In the Work CentersSales Orders Service and Repair

Further Information


Request-

to-Resolve

Procure-to-

Pay (Services)

Dispatching and Scheduling Orders - Decentral Scheduling

…

Dispatching and Scheduling Orders - Central Schedulingi

Click here to hide process variants

Prepare service execution

Schedule an order

Check order pipeline and plan a route

Dispatch and release an order for execution

i i ii

The Dispatching and Scheduling Orders business process enables a service employee to assign an order, either manually or automatically to the responsible service performer and execution team/supplier. He or she can then schedule the service performer by creating a follow-up appointment for the sales or service order. This can be done either centrally by the service employee or decentrally by the service performer. The order can be scheduled taking the order priority, availability, or other aspects such as service levels and route optimization into account.Finally, the service employee releases the order for execution. Once this is done, the service performer can print and/or download the list of orders to be executed as well as the details for each order before heading out. In addition, the service performer can display the appointments in a calendar view within the SAP Business ByDesign system or in a groupware client such as Outlook, if groupware integration is active.

Business Value

Scenario Flow

Further Information See alsoFulfilling Service Orders

X

http://help.sap.com/saphelp_byd1311/en/ktp/Software-Components/01200615320100003379/WEKTRA_for_Work_Centers/CRM/Ess/ESS_CRM_FulfillingSO.html


Scenario/Processes

Service and RepairProcess Details: Initiating Outbound Delivery

Scenario Explorer

Process Description

Performed byWarehouse Manager

In the Work Center(s)Outbound Logistics Control

Further Information


Executing Services










Goods Movement

Request-

to-Resolve

Procure-to-

Pay (Services)

Expense

Reimburse-

ment



Initiate outbound delivery

Determine ship-from and check product availability

ii

The Initiating Outbound Delivery business process enables you to manually perform ATP checks for sales order items. Depending on the current situation the system might change the source of supply for the sales order. By releasing the confirmed scheduled lines to logistics execution you initiate the outbound delivery process.

The process step Initiating Outbound Delivery is only relevant for on-site service provision.

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Business Value

Scenario Flow

Further Information See alsoOutbound Deliveries Quick Guide

http://help.sap.com/saphelp_byd1311/en/ktp/Software-Components/01200615320100003379/WEKTRA_for_Work_Centers/SCM/WoCV/OutDeliveries/VQG_OutLog_View_OutboundDeliveries.html

http://help.sap.com/saphelp_byd1311/en/ktp/Software-Components/01200615320100003379/WEKTRA_for_Work_Centers/SCM/WoCV/OutDeliveries/VQG_OutLog_View_OutboundDeliveries.html


Scenario/Processes

Service and RepairProcess Details: Processing Outbound Delivery

Scenario Explorer

Process Description

Performed byWarehouse Operator

In the Work CenterOutbound Logistics

Further Information


Executing Services








Goods Movement

Request-

to-Resolve

Procure-to-

Pay (Services)


Processing Outbound Delivery - With Tasks

Create a warehouse task - outbound

Create a warehouse request - outbound

Confirm a warehouse task and post goods issue - outbound

Finalize an outbound delivery

Accept a deviation - outbound

iiiiiClick here to display process variants

Depending on the complexity of your warehouse processing, the Processing Outbound Delivery business process can help you coordinate your outbound logistics activities with or without task support from the system. It helps you to control and manage outbound deliveries from the time a delivery proposal is received to the moment it is delivered to your customer or returned to your supplier. With the release of the outbound delivery the system prints a delivery note or sends an ASN automatically.The Processing Outbound Delivery business process still allows the warehouse manager to make changes or create tasks for the warehouse worker manually.

The process step Processing Outbound Delivery is only relevant for on-site service provision.

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Business Value

Scenario Flow

Further Information See alsoPost a Goods Issue and Create an Outbound Delivery for Delivery Proposals with Optional Label Creation

http://help.sap.com/saphelp_byd1311/en/ktp/Software-Components/01200615320100003379/WEKTRA_for_Work_Centers/SCM/WoCV/DeliveryControl/HT_PostGI_CreateOD.html





Scenario/Processes


Executing Services







Goods Movement

Service and RepairProcess Details: Processing Outbound Delivery

Scenario Explorer

Process Description


In the Work CenterOutbound Logistics

Further Information


Request-

to-Resolve

Procure-to-

Pay (Services)


Processing Outbound Delivery - With Tasks

Create a warehouse task - outbound

Create a warehouse request - outbound

Confirm a warehouse task and post goods issue - outbound

Finalize an outbound delivery

Accept a deviation - outbound

iiiii

Processing Outbound Delivery - Without Task Controli


Depending on the complexity of your warehouse processing, the Processing Outbound Delivery business process can help you coordinate your outbound logistics activities with or without task support from the system. It helps you to control and manage outbound deliveries from the time a delivery proposal is received to the moment it is delivered to your customer or returned to your supplier. With the release of the outbound delivery the system prints a delivery note or sends an ASN automatically.The Processing Outbound Delivery business process still allows the warehouse manager to make changes or create tasks for the warehouse worker manually.

The process step Processing Outbound Delivery is only relevant for on-site service provision.

Business Value

Scenario Flow

Further Information See alsoOutbound Delivery Processing

X

http://help.sap.com/saphelp_byd1311/en/ktp/Software-Components/01200615320100003379/WEKTRA_for_Work_Centers/SCM/Ess/ESS_Pro_OutboundDeliveryProcessing.html

http://help.sap.com/saphelp_byd1311/en/ktp/Software-Components/01200615320100003379/WEKTRA_for_Work_Centers/SCM/Ess/ESS_Pro_OutboundDeliveryProcessing.html


Scenario/Processes


Executing Services







Goods Movement

Service and RepairProcess Details: Creating Down Payment Request - Customer

Scenario Explorer

Process Description


In the Work CenterCustomer Invoicing

Further Information





Request-

to-Resolve

Procure-to-

Pay (Services)

Expense

Reimburse-

ment



Create and release down payment request i

The Creating Down Payment Requests - Customer business process enables you to request down payments from the customer, before services are performed or products are delivered. The sales representative creates and releases a down payment request for this purpose.

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Business Value

Scenario Flow

Further Information See alsoCreate a Down Payment Request

http://help.sap.com/saphelp_byd1311/en/ktp/Software-Components/01200615320100003379/WEKTRA_for_Work_Centers/SRM/WoCV/InvoiceEntry/HT_SIV_DownPaymentRequest.html

http://help.sap.com/saphelp_byd1311/en/ktp/Software-Components/01200615320100003379/WEKTRA_for_Work_Centers/SRM/WoCV/InvoiceEntry/HT_SIV_DownPaymentRequest.html


Scenario/Processes


Executing Services









Goods Movement

Service and RepairProcess Details: Processing Receivables and Payments

Scenario Explorer

Process Description

Performed byAccounts ReceivablesAccountant

In the Work CentersReceivablesPayment ManagementLiquidity Management

Further Information


Request-

to-Resolve

Procure-to-

Pay (Services)

Expense

Reimburse-

ment


Processing Externally-Initiated Payments by Incoming Bank Transfer

Clear a payment

Allocate a payment

Process a bank statement

Enter a remittance advice

i i i i


The Processing Receivables and Payments business process enables the processing of incoming payments, initiated either internally by your company or externally by your customers. The process uses country-specific payment methods.

Payments can be made manually, or automatically via a payment run in which the system proposes open items for payment. You then release the payments and the system posts them to accounting. You create the payment medium, either manually or as part of an automatic run, using files for direct debit or credit card payments. It is also possible to upload credit card statements to pre-confirm payments. When the payments are credited to the company's bank account, the bank statement is entered in the system, either uploaded electronically or entered manually, before being confirmed. If payments are initiated externally by the customer, the bank statement provides notification of payment. The payments are matched in the system to the open invoices before being cleared.

X


Business Value

Scenario Flow

Further Information See alsoManual Incoming Payments

http://help.sap.com/saphelp_byd1311/en/ktp/Software-Components/01200615320100003379/WEKTRA_for_Work_Centers/FIN/Ess/ESS_PaR/ESS_PRO_ManInPay.html


Scenario/Processes


Executing Services










Goods Movement


Scenario Explorer

Process Description


Request-

to-Resolve

Procure-to-

Pay (Services)

Expense

Reimburse-

ment



Clear a payment

Allocate a payment



i i i i




Processing Externally-Initiated Payments by Incoming Check

Processing Externally-Initiated Payments by Incoming Check with Lockbox

Processing Externally-Initiated Payments by Multiple Incoming Checks

Processing Incoming Payments by Bill of Exchange

Processing Incoming Payments with Petty Cash

Processing Internally-Initiated Payments by Credit Card

Processing Internally-Initiated Payments by Direct Debit

Processing Receivables and Payments with Accounts Maintenance

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i

i



Further Information

Business Value

Scenario Flow

Further Information See alsoAutomatic Incoming Payments

X

http://help.sap.com/saphelp_byd1311/en/ktp/Software-Components/01200615320100003379/WEKTRA_for_Work_Centers/FIN/Ess/ESS_PaR/ESS_PRO_IncomingPaymt_Automatic.html

http://help.sap.com/saphelp_byd1311/en/ktp/Software-Components/01200615320100003379/WEKTRA_for_Work_Centers/FIN/Ess/ESS_PaR/ESS_PRO_IncomingPaymt_Automatic.html


Scenario/Processes

Service and RepairProcess Details: Executing Services

Scenario Explorer

Process Description

Performed byServicePerformer

Further Information












Goods Movement

Request-

to-Resolve

Procure-to-

Pay (Services)

Expense

Reimburse-

ment


Executing Services

Execute a service

Travel to a service location

i i

In the Executing Services business process, once the order has been released for execution and preparations made, the service performer travels to the customer to perform the requested service, or performs the service working remotely or in a repair center.

The process step Executing Services is only relevant for on-site service provision.

X

Business Value

Scenario Flow

Further Information See alsoService Confirmations Quick Guide

http://help.sap.com/saphelp_byd1311/en/ktp/Software-Components/01200615320100003379/WEKTRA_for_Work_Centers/CRM/WoCV/ServiceConfirmations/VQG_FSR_VIEW_ServiceConfirmations.html

http://help.sap.com/saphelp_byd1311/en/ktp/Software-Components/01200615320100003379/WEKTRA_for_Work_Centers/CRM/WoCV/ServiceConfirmations/VQG_FSR_VIEW_ServiceConfirmations.html


Scenario/Processes

Service and RepairProcess Details: Confirming Service Execution

Scenario Explorer

Process Description


In the Work CenterService and Repair

Further Information


Executing Services










Goods Movement

Request-

to-Resolve

Procure-to-

Pay (Services)

Expense

Reimburse-

ment


Confirming Service Execution - With a Service Confirmation


Document work, track actuals and release a service confirmation

i

The Confirming Service Execution business process enables the service performer to complete the job, after executing a service, by reporting back actual times and spare parts as well as travel expenses, for example. The service confirmation document is also used to record additional information about the work performed, the root cause of a product problem, warranty information, or feedback with the aim to increase product quality.If the location of service provision is your own service center, or if there is unplanned consumption, the service performer processes a goods activity confirmation for spare parts. This enables him or her to trigger a goods issue directly for the related logistics area without having to trigger the outbound delivery process. For service provided at a supplier’s service center, the actual service and spare parts consumption in the confirmation is taken from the goods and service acknowledgement.After the service confirmation document has been released, the system automatically triggers customer invoicing and passes necessary information to Cash Flow Management to calculate the costs-of-service, and also to Inventory Management to adapt the inventory level in case of spare part consumption. For fixed price services, where there is no service confirmation, completion is confirmed directly in the sales or service order and the follow-up processes triggered from the order.

Business Value

Scenario Flow

Further Information See alsoService Confirmation Processing

X

http://help.sap.com/saphelp_byd1311/en/ktp/Software-Components/01200615320100003379/WEKTRA_for_Work_Centers/CRM/Ess/ESS_Pro_ServiceConf.html



Scenario/Processes


Executing Services









Goods Movement

Service and RepairProcess Details: Confirming Service Execution

Scenario Explorer

Process Description


In the Work CenterService and Repair

Further Information


Request-

to-Resolve

Procure-to-

Pay (Services)

Expense

Reimburse-

ment


Confirming Service Execution - With a Service Confirmation

Document work, track actuals and release a service confirmation

i

Confirming Service Execution - With an Order

i


The Confirming Service Execution business process enables the service performer to complete the job, after executing a service, by reporting back actual times and spare parts as well as travel expenses, for example. The service confirmation document is also used to record additional information about the work performed, the root cause of a product problem, warranty information, or feedback with the aim to increase product quality.If the location of service provision is your own service center, or if there is unplanned consumption, the service performer processes a goods activity confirmation for spare parts. This enables him or her to trigger a goods issue directly for the related logistics area without having to trigger the outbound delivery process. For service provided at a supplier’s service center, the actual service and spare parts consumption in the confirmation is taken from the goods and service acknowledgement.After the service confirmation document has been released, the system automatically triggers customer invoicing and passes necessary information to Cash Flow Management to calculate the costs-of-service, and also to Inventory Management to adapt the inventory level in case of spare part consumption. For fixed price services, where there is no service confirmation, completion is confirmed directly in the sales or service order and the follow-up processes triggered from the order.

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Business Value

Scenario Flow

Further Information See alsoService Confirmation Processing






Executing Services








Goods Movement

Service and RepairProcess Details: Creating Customer Invoices

Scenario Explorer

Process Description


In the Work Center(s)Customer Invoicing

Further Information


Request-

to-Resolve

Procure-to-

Pay (Services)

Expense

Reimburse-

ment



Release an invoice

Transfer invoice requests

ii


In the Creating Customer Invoices business process, the system creates invoice requests automatically after services have been performed or products delivered. You must transfer these requests to an invoice which is sent to the customer and passed to Cash Flow Management. You can do this manually or with an invoice run. It is possible to combine several requests into one invoice or split them into several invoices.

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Scenario/Processes

Business Value

Scenario Flow

Further Information See alsoQuick Guide for Invoice Requests

http://help.sap.com/saphelp_byd1311/en/ktp/Software-Components/01200615320100003379/WEKTRA_for_Work_Centers/CRM/WoCV/ItemsToBeInvoiced/VQG_CIV_View_ItemsToBeInvoiced.html

http://help.sap.com/saphelp_byd1311/en/ktp/Software-Components/01200615320100003379/WEKTRA_for_Work_Centers/CRM/WoCV/ItemsToBeInvoiced/VQG_CIV_View_ItemsToBeInvoiced.html


Scenario/Processes



Executing Services







Goods Movement


Service and RepairProcess Details: Processing Inbound Delivery Notification

Scenario Explorer

Process Description


In the Work CenterInbound Logistics

Further Information


Request-

to-Resolve

Procure-to-

Pay (Services)

Expense

Reimburse-

ment


Creating Customer InvoicesProcessing Delivery Notification - Parts Return

Create a parts return notification

i


The Processing Inbound Delivery Notification business process comprises the creation and use of inbound delivery notifications (IDNs). An IDN represents a delivery coming from outside. It can either be an ASN (advanced shipping notification) or a printed delivery note accompanying the physical goods. Creating an IDN is mandatory for customer returns, parts returns, and stock transfers and optional for the supplier deliveries. Based on an IDN the inbound processing can always be done with or without tasks. You can process inbound deliveries with inbound delivery notifications with or without task support from the system.

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Business Value

Scenario Flow

Further Information See alsoCreate a Customer Return Notification

http://help.sap.com/saphelp_byd1311/en/ktp/Software-Components/01200615320100003379/WEKTRA_for_Work_Centers/SCM/WoCV/INBLOG_InbDelNotifications/HT_Create_CustomerReturnNotification.html

http://help.sap.com/saphelp_byd1311/en/ktp/Software-Components/01200615320100003379/WEKTRA_for_Work_Centers/SCM/WoCV/INBLOG_InbDelNotifications/HT_Create_CustomerReturnNotification.html


Scenario/Processes

Service and RepairProcess Details: Processing Inbound Delivery

Scenario Explorer

Process Description

…



Further Information

Executing Services



Click process chevrons for detailsProcessing

Receivables and Payments





Goods Movement

Expense

Reimburse-

ment


Processing Inbound Delivery- Based on ASN with Task Control

Check and finalize an inbound delivery

Accept a deviation - inbound

Confirm a warehouse task - inbound

Create a warehouse task - inbound

Create a warehouse request - inbound

i i i i i


The Processing Inbound Delivery business process enables you to process the products received into a warehouse and post them to stock. You can use the following inbound delivery types: supplier delivery, customer return, parts return, and stock transfer. You can process your inbound deliveries with or without an inbound delivery notification and with or without task support from the system. For supplier deliveries, you can use an inbound delivery notification or you can directly refer to the purchase order in the Post Goods Receipt screen.Based on your logistics model settings, a quality inspection can be created automatically. The incoming goods can then be stored in a specially designated area (for example, quality inspection stock).

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Business Value

Scenario Flow

Further Information See alsoInbound Delivery Processing

http://help.sap.com/saphelp_byd1311/en/ktp/Software-Components/01200615320100003379/WEKTRA_for_Work_Centers/SCM/Ess/ESS_Pro_SupplierDeliveryProcessing.html


Scenario/Processes

Executing Services








Goods Movement

Service and RepairProcess Details: Processing Inbound Delivery

Scenario Explorer

Process Description

…



Further Information


Expense

Reimburse-

ment


Processing Inbound Delivery- Based on ASN with Task Control

Check and finalize an inbound delivery

Accept a deviation - inbound

Confirm a warehouse task - inbound

Create a warehouse task - inbound

Create a warehouse request - inbound

i i i i i

Processing Inbound Delivery - Based on ASN without Task Controli


The Processing Inbound Delivery business process enables you to process the products received into a warehouse and post them to stock. You can use the following inbound delivery types: supplier delivery, customer return, parts return, and stock transfer. You can process your inbound deliveries with or without an inbound delivery notification and with or without task support from the system. For supplier deliveries, you can use an inbound delivery notification or you can directly refer to the purchase order in the Post Goods Receipt screen.Based on your logistics model settings, a quality inspection can be created automatically. The incoming goods can then be stored in a specially designated area (for example, quality inspection stock).

X

Business Value

Scenario Flow

Further Information See alsoInbound Delivery Processing

http://help.sap.com/saphelp_byd1311/en/ktp/Software-Components/01200615320100003379/WEKTRA_for_Work_Centers/SCM/Ess/ESS_Pro_SupplierDeliveryProcessing.html


Scenario/Processes



Executing Services









Service and RepairProcess Details: Goods Movement

Scenario Explorer

Process Description


In the Work CenterInternal Logistics

Further Information


Request-

to-Resolve

Procure-to-

Pay (Services)

Expense

Reimburse-

ment


Goods Movement

Create Goods Movement

i

The Goods Movement business process allows you to move products between logistics areas. This means that you can spontaneously update inventory with changes that are the result of unforeseen circumstances.

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Business Value

Scenario Flow

Further Information See alsoCreate a Goods Movement

http://help.sap.com/saphelp_byd1311/en/ktp/Software-Components/01200615320100003379/WEKTRA_for_Work_Centers/SCM/WoCV/INTLOG_CommonTasks/HTO_GAF_UnplannedGoodsMovement.html


Scenario/Processes


Scenario Explorer

Process Description



Further Information

Executing Services





Goods Movement

Expense

Reimburse-

ment


…


Clear a payment

Allocate a payment



i i ii




X

Business Value

Scenario Flow

Further Information See alsoAllocate a Payment Manually

http://help.sap.com/saphelp_byd1311/en/ktp/Software-Components/01200615320100003379/WEKTRA_for_Work_Centers/FIN/WoCV/PayAlloc/HTO_OIF_PerfManualPayAllo.html


Scenario/Processes

Executing Services




Goods Movement


Scenario Explorer

Process Description





Further Information


Expense

Reimburse-

ment


…

X

Processing Externally-Initiated Payments by Incoming Check

Processing Externally-Initiated Payments by Incoming Check with Lockbox

Processing Externally-Initiated Payments by Multiple Incoming Checks

Processing Incoming Payments by Bill of Exchange

Processing Incoming Payments with Petty Cash

Processing Internally-Initiated Payments by Credit Card

Processing Internally-Initiated Payments by Direct Debit

Processing Receivables and Payments with Accounts Maintenance

iiiii

i

i

i


Clear a payment

Allocate a payment



i i ii


X

Business Value

Scenario Flow

Further Information See alsoClear an Incoming Payment Manually

http://help.sap.com/saphelp_byd1311/en/ktp/Software-Components/01200615320100003379/WEKTRA_for_Work_Centers/FIN/WoCV/PayClear2/HTO_QAF_PaymentClearing.html

http://help.sap.com/saphelp_byd1311/en/ktp/Software-Components/01200615320100003379/WEKTRA_for_Work_Centers/FIN/WoCV/PayClear2/HTO_QAF_PaymentClearing.html


Service and RepairBusiness Value

Scenario Explorer

Overview

For midsize companies providing after sales services on-site, this process is supported by alert-driven and exception-based processing.

You can increase customer satisfaction, decrease response time, lower cost to service, eliminate field service inefficiencies, reduce spare parts inventory and improve long term customer loyalty.

SAP Business ByDesign helps efficiently manage the service and repair business: From service request, assignment of personnel, service fulfillment through to settlement of invoices.

Fully integrated into the supply chain, demand planning and logistics control for spare parts ensures availability thereby minimizing the need for large spare part inventories

Seamless flow of all service data from service operations to financials ensures that accounting is automatically updated by changes to service delivery, inventory levels, and payments

Efficient management of warranty entitlements to speed up processing of claims Service job scheduling estimates time required to perform jobs, identifies field service

team and technicians as well as planning efficient service routes Sales of 3rd party services including procurement and financial integration Immediate invoicing after work completion is confirmed accelerates time to cash Automatic Product Registration from Outbound delivery to track serialized products Mobile Service Solution for handheld devices (Windows Mobile) via partner solution Complete, built-in analytics and reporting on service order tracking, service costs,

profitability as well as service category analysis

Key Benefits

Order Assign Resolve Settle

Create Service Order

Plan & Dispatch Order

Assign Spare Parts

Release Service Order

Perform Service

Create Confirmation

Create Invoice

Collect Payment

Post To Ledger

Business Value

Scenario/Processes

Scenario Flow

Further Information


Service and RepairScenario Flow Variant: With Services and Expenses

Legend & Variants

Work center in which process is performed

Business document flow

Process related to Financials

Related scenarios

Variants of the Scenario:

With services and expenses

With spare parts

With 3rd party

With down payments

Dotted line = optional Process

mainly driven by the system



• Process variant1

• Process variant 2

Scenario Explorer

• Processing externally-initiated payments by incoming bank transfer

• Processing externally-initiated payments by incoming check

• … (7 more variants)

• using a service confirmation

• within order

• with central scheduling

• with decentral scheduling

Request to Resolve

Expense Reimbursement

• telephony channel

• fax-/e-mail channel

Executing Services

Dispatching and SchedulingOrders


ConfirmingServiceExecution

Creating Customer Invoice

ProcessingReceivables and Payments


Business Value

Scenario/Processes

Scenario Flow

Further Information

CollaborationWindow/

GroupwareClient

Service Orders

Service and Repair

Customer Invoicing

Receivables/Cash &

Liquidity Mgt

Work Center

Additional Applicatio

n


Service and RepairScenario Flow Variant: With Spare Parts

Legend & Variants




Related scenarios








Scenario Explorer


• within order



Request to Resolve




• with task control

• without task control

• Parts return notification (pre-delivery)

• based on ASN with task control

• based on ASN without task control

Outbound Logistics

Internal Logistics

Inbound Logistics

Inbound Delivery Processing

Inbound Delivery Notification Processing


With spare parts

With 3rd party

With down payments




Outbound Logistics Control

Outbound Logistics

Outbound Delivery Processing

Initiate Outbound Processing

Goods Movement

Executing Services







Business Value

Scenario/Processes

Scenario Flow

Further Information


GroupwareClient

Service Orders

Service and Repair

Customer Invoicing

Receivables/Cash &

Liquidity Mgt

Work Center


n


Service and RepairScenario Flow Variant: With Third Party

Legend & Variants




Related scenarios



With spare parts

With 3rd party

With down payments







Scenario Explorer

Procure-to-Pay (Services)


• within order



Request to Resolve




Executing Services







Business Value

Scenario/Processes

Scenario Flow

Further Information


GroupwareClient

Service Orders

Service and Repair

Customer Invoicing

Receivables/Cash &

Liquidity Mgt

Work Center


n


Service and RepairScenario Flow Variant: With Down Payments

Legend & Variants




Related scenarios



With spare parts

With 3rd party

With down payments







Scenario Explorer

Work Center


n

Customer Invoicing

Creating Down Payment Request



• within order



Request to Resolve





GroupwareClient

Service Orders

Service and Repair

Customer Invoicing

Receivables/Cash &

Liquidity Mgt

Executing Services




Executing Services







Business Value

Scenario/Processes

Scenario Flow

Further Information

Receivables/Cash &

Liquidity Mgt


Service and RepairFurther Information

Scenario Explorer

ForumGet in touch with experts to discuss your specific requirements. To enter the community, click here.*

More DetailsSAP provides a complete product documentation, covering all aspects of the business scenario. For more details, click here.

Self-Enablement SystemsIf you want to try out the business scenario, click here.*

WIKIIn addition to the product documentation, SAP provides Wikis that describe additional aspects of SAP Business ByDesign. To access the WIKI, click here.*

Do you want to try it out? Do you need more information? Do you want to discuss with others?

VV

* Note that to access the links above you need to have a user in SAP Business Center. If you cannot access the page directly and if you are using Microsoft Internet Explorer®, please check http://support.microsoft.com/kb/890474.

Further Information

Business Value

Scenario/Processes

Scenario Flow

https://www.sme.sap.com/irj/sme/community/collaboration/forums?path=/category.jspa?categoryID=58

https://www.sme.sap.com/irj/sme/community/collaboration/forums?path=/category.jspa?categoryID=58

http://help.sap.com/byd-en/

https://www.sme.sap.com/irj/sme/community/learning/selfenablementsystems

https://wiki.sme.sap.com/wiki/x/CAaRBw

http://support.microsoft.com/kb/890474

Documents

©© 2013 SAP AG. All rights reserved. Scenario/Processes Service and Repair Scenario Overview Handling an Incoming Customer Inquiry Executing Services Creating