C69_Scen_Overview_EN_DE.ppt

8/10/2019 C69_Scen_Overview_EN_DE.ppt

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Service Order Management

SAP Best Practices for CRM

SAP Best Practices



Scenario Overview – 1

Purpose

This scenario illustrates the entire customer service process flow in aCRM system with billing processed in ERP.

Benefits

Reduction of internal costs for order processing

Managing the entire service order process Continuous improvement of product quality by defect tracking, analyzing

complaint reasons, identifying causes, defining required activities andproduct changes, and monitoring success

Increased customer satisfaction

Key process flows covered

Create quotation

Convert quotation to service order

Assign service items to service employees

Create service confirmation

Create billing document in ERP

Purpose and Benefits:



Scenario Overview – 2

Required

SAP CRM 7.0

SAP ERP 6.0

Company roles involved in process flows Service Employee

Service Manager Service Technician

SAP Applications Required:



Process Flow Diagram

Service Order Management

S e r v i c e

M a n a g e r

S e r v i c e

E m p l o y e e

CreateQuotation

Create BillingDocument

ConvertQuotation to

Service Order

Assign ServiceItems toService

Employees

Send Quotationto Customer

S e r v i c e

T e c h n i c i a n

Create ServiceConfirmation

Send Invoice toCustomer

AcceptQuotation

C u s t o m e

r



Legend

Symbol Description Usage

Comments

Band: Identifies a user role, such as AccountsPayable Clerk or Sales Representative. This band

can also identify an organization unit or group,

rather than a specific role.

The other process flow symbols in this table go into

these rows. You have as many rows as required to

cover all of the roles in the scenario.

Role bandcontains tasks

common to that

role.

External Events: Contains events that start or end the

scenario, or influence the course of events in the

scenario.

Flow line (solid): Line indicates the normal sequence

of steps and direction of flow in the scenario.

Flow line (dashed): Line indicates flow to infrequently-

used or conditional tasks in a scenario. Line can

also lead to documents involved in the process flow.

Connects twotasks in ascenarioprocess or anon-step event

Business Activity / Event: Identifies an action thateither leads into or out of the scenario, or an outsideProcess that happens during the scenario

Does notcorrespond to atask step in thedocument

Unit Process: Identifies a task that is covered in astep-by-step manner in the scenario

Corresponds toa task step inthe document

Process Reference: If the scenario references anotherscenario in total, put the scenario number and name

here.

Corresponds toa task step in

the document

Sub-Process Reference: If the scenario referencesanother scenario in part, put the scenario number,name, and the step numbers from that scenario here

Corresponds toa task step inthe document

Process Decision: Identifies a decision / branchingpoint, signifying a choice to be made by the enduser. Lines represent different choices emergingfrom different parts of the diamond.

Does notusuallycorrespond to atask step in thedocument;Reflects achoice to bemade after stepexecution

Symbol Description Usage Comments

To next / From last Diagram: Leadsto the next / previous page of theDiagram

Flow chart continues on the next /previous page

Hardcopy / Document: Identifies aprinted document, report, or form

Does not correspond to a taskstep in a document; instead, it isused to reflect a documentgenerated by a task step; thisshape does not have any outgoingflow lines

Financial Actuals: Indicates afinancial posting document

Does not correspond to a taskstep in a document; instead, it isused to reflect a document

generated by a task step; thisshape does not have any outgoingflow lines

Budget Planning: Indicates abudget planning document

Does not correspond to a taskstep in a document; instead, it isused to reflect a documentgenerated by a task step; thisshape does not have any outgoingflow lines

Manual Process: Covers a taskthat is manually done

Does not generally correspond toa task step in a document;instead, it is used to reflect a taskthat is manually performed, suchas unloading a truck in thewarehouse, which affects theprocess flow.

Existing Version / Data: This blockcovers data that feeds in from anexternal process

Does not generally correspond toa task step in a document;instead, this shape reflects datacoming from an external source;this step does not have anyincoming flow lines

System Pass / Fail Decision: Thisblock covers an automaticdecision made by the software

Does not generally correspond toa task step in the document;instead it is used to reflect anautomatic decision by the systemthat is made after a step has beenexecuted.

< F u n c t i o n >

E x t e r n a l

t o

S A P

BusinessActivity /

Event

Unit Process

ProcessReference

Sub-Process

Reference

Process

Decision

DiagramConnection

Hardcopy /Document

FinancialActuals

BudgetPlanning

ManualProces

s

ExistingVersion /

Data

SystemPass/F

ailDecisio

n



Documents

C69_Scen_Overview_EN_DE.ppt