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SAP AG 2004

CR700 – CRM Service

SAPCRM mySAP CRM SolutionOverview

THE BEST RUN BUSINESSES RUN SAP

© SAP AG 2006

CR700

CRM Service

mySAP CRM 2005 2006/Q2

50079970

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Copyright 2005 SAP AG. All rights reserved.

No part of this publication may be reproduced or transmitted in

any 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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and Informix are trademarks or registered trademarks of IBM Corporation in the United States and/or

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…

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Prerequisites

Prerequisites:

CR100 – Base CustomizingRecommended:

Study of learning maps for SAP CRM 4.0 and mySAP CRM 2005 to

learn the features and functions

Customers and partners can register and access the learning

maps via the SAP Service Marketplace:

http://service.sap.com

http://service.sap.com/rkt-crm

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Target Groups and Duration

Target Groups:

SAP customers and potential SAP customers planning animplementation of CRM Service

Customers and consultants who need detailed knowledge about

processes in CRM Service

Duration:

5 days

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Course Outline

1. Overview of CRM Service

2. Installed Base Management and

Individual Objects

3. Service Agreements and

Service Contracts

4. Service Plans

5. Usage-Based Service Contracts

6. Service Order Management

7. Product Service Letter

8. Complaints and Returns

9. In-House Repair

10. Warranty Claims

11. Case Management

Units

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Overview of CRM Service



Individual Objects


Service Contracts

4. Service Plans





9. In-House Repair

10. Warranty Claims

11. Case Management

Units

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CRM Service

Overview of CRM Service

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Your enterprise has selected SAP CRM as its

customer relationship management solution. Youwould like to become familiar with the key

capabilities of CRM Service.

Overview of CRM Service: Business Scenario

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SAP CRM Overview

mySAP CRM 2005 offers several functions and channels.• Channels:

- Channel Management (for example, partner management)

- Field applications (mobile or offline devices for field agents)

- Interaction Center (IC WinClient and IC WebClient with telephony and e-mail integration)

- E-commerce (Web-enabled sales and service functions)

• Functions:

- Marketing (for example, campaign management)

- Sales (for example, opportunity management)

- Service (for example, service order management)

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Functionality (Business Map)

Focus of this course:

CRM Service core functionality

The figure above shows the business map for mySAP CRM 2005. Business maps with detailed descriptions are available at http://www.sap.com.

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System Components

Plug-In*

ERP System

- Human Resources

- Logistics Execution

- Financial Accounting

- Controlling

CRM Middleware

CRM System

- Service Processes

- Resource Planning

- Interaction Center

SAPBW

SD

CRM Analytics

People-Centric

User InterfaceService

FunctionalityBack-End Functions

* Release-dependent

SAP

NetWeaver

Portal

The CRM system offers core functions that can be applied through different interaction channels. Analytical capabilities with predefined BI content are provided by SAP NetWeaver Business

Intelligence.

The SAP NetWeaver Portal allows customers to use the People-Centric User Interface (browser-based

use of CRM functions together with integrated portal functions).

The ERP system can be SAP ECC or an SAP R/3 system. This system contains functions supporting

CRM Service scenarios, for example, Materials Management (spare parts), Cross-Application Time

Sheet (service confirmation), and financial and controlling functions.

Depending on the release of the ERP system, it might be necessary to install an R/3 plug-in. Plug-in

information can be found at http://service.sap.com/r3-plug-in.

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Overview of CRM Service: Unit Summary

You should now be able to:

Present an overview of CRM Service

Describe the different CRM Service user interface options

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Exercises

Unit: Overview of CRM Service

Topic: Working with the People-Centric UI

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

• Gather information using the People-Centric UI

• Create a service order

You want to familiarize yourself with the People-Centric User Interface

using the SAP NetWeaver.You need to log on to the portal with a predefined user, search, and makecertain entries.

1-1 Start the People-Centric User Interface as a service representative.

1-1-1 Start a Web browser and enter the URL provided to you by your instructor.

1-1-2 Log on to the portal with a predefined service user.

1-2 View the information on installed base components. Using the Advanced Search, find

the installed base with external ID ##MEGASTORE and display the details.

1-2-1 What is the component ID of the installed base component

Motherboard M-3100?

______________

1-2-2 Is a warranty assigned to the monitor component?

1-2-3 Add the installed base to your favorites.

1-3 Create a service order of type Service Process for your customer, ##Megastore. The

motherboard of a PC installation you analyzed previously fails frequently.

1-3-1 Create the service order and enter product SRV1_4 with quantity 1 AU.

1-3-2 Choose the component ID from Exercise 1-2 as reference object Component .

1-3-3 Change the status of the service order. Release and save the service order.

1-4 (Optional) Create the same kind of service order using the SAP GUI.

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Solutions

Unit: Overview of CRM Service

Topic: Working with the People-Centric UI

1-1 Start the People-Centric User Interface as a service representative.

1-1-1 Start a Web browser and enter the URL provided to you by your instructor.

1-1-2 Log on to the portal with a predefined service user.

1-2 View information on the installed base components. Using the Advanced Search, find

the installed base with external ID ##MEGASTORE and display the details.

1-2-1 What is the component ID of the installed base component

Motherboard M-3100?

Choose Installed Bases → Installed Bases/Components.

Choose Show Advanced Search.

External ID: ##MEGASTORE

Choose Go.

Choose Hide Advanced Search.

Choose Go To → Details.

Choose Expand to expand the first installed base component.

You will find the component ID in the Component field.

1-2-2 Is a warranty assigned to the monitor component?

Select the line item that contains the Monitor component.

Choose the Warranties tab.

The installed base component has no warranty assigned.

1-2-3 Add the installed base to your favorites.

Select the line item that contains the installed base header.

Choose Favorite → Add to Favorites.

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1-3 Create a service order of type Service Process for your customer, ##Megastore. The

motherboard of a PC installation you analyzed previously fails frequently.

1-3-1 Create the service order and enter product SRV1_4 with quantity 1 AU.

Choose Service Processing → Service Orders.

Choose New → Service Process.

Sold-To Party: ##Megastore

Description: First Service Order ##

In the Products section (scroll down), choose Add Entry.

Product : SRV1_4

Quantity: 1

Choose ENTER to confirm your data.

1-3-2 Choose the ID from Exercise 1-2 as reference object Component .

Component : <id of component>

1-3-3 Change the status of the service order. Release and save the service order.

Choose the Service Status button and then choose the Release button (scroll

up).

Choose Save.

1-4 (Optional) Create the same kind of service order using the SAP GUI.

Log on to the CRM system.

Choose SAP Menu → Service → Maintain Service Processes.

Choose Extras → Locator → Minimize.

Choose Create . Then choose Service Process → Service Process.

Description: First Service Order ##

Sold-to Party: ##Megastore

Component : <id of component>

Item Details

Product : SRV1_4

Quantity: 1

Choose ENTER .

Choose the Status button and then choose the Released button.

Choose Save.

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Installed Base Management and Individual Objects



Individual Objects


Service Contracts

4. Service Plans





9. In-House Repair

10. Warranty Claims

11. Case Management

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Installed Base Management and Individual Objects

Installed Base Management

Individual Objects

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Installed Base Management and Individual Objects:Unit Objectives

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

Explain the concept of installed bases

Create and work with an installed base

Use the basic customizing settings for installed bases

Explain the concept of individual objects

Configure individual objects

Describe the equipment load

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Installed Base Management and Individual Objects:Business Scenario

Your customers have technical objects for which services must be performed.

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Example of an Installed Base

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 BaseProduct Component

Text Component

Individual Object

Structure Gap

RAM: Dismantled

You can use the installed bases to store your customer’s structures and objects, as shown in the above

example for technical equipment.

You can use different types of components within Installed Bases:

• Product components

• Text components

- Text components can also be used to structure an installed base.

• An installed base as a component of another installed base.

• Individual objects

- An individual object can only be assigned to one installed base component; therefore, individual

objects may not be copied.

• Structure gap

- Structure gaps are used to leep knowledge about the characteristic and the place in a structure of

an installed base component, even if the component is dismantled for exchange, repair, or

maintenance.

• Customer-specific component types.

- Customer-specific component types are, for example, cars, washing machines, telephones, and so

on. These can be grouped in object families.

- An object family can be assigned to multiple categories

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

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Components

Product

Text

Installed base

Individual object

Structure gap

Components

Header

Category

External ID

Description

Status (system/user)

Authorization group

Partners

Address

Documents

Partners

Address

Documents

Structure of Installed Bases

The installed bases at the uppermost level (header) are used to structure the customer or business partner(for example, company X, department Y, building M, or branch A).

The installed base 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 – to what the transaction refers (for example, visit by field service

representative or 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 direct use for individual service processes with the customer, installed base data alsoforms the basis for additional evaluations, such as activities covered by service contracts and statistics.

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Qualifications

Warranties

Counters

Installed Base Component Relationships

Qualification:

Speaks Spanish

fluently

Qualification:Good hardware knowledge

Photocopier; printer

Installed

Base

Component

Qualifications

Warranties

Counters

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

components

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.

• Check in the resource planning tool to see that the required qualifications for processing a service

order for a component match 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).

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Measuring Point

Counter Types

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 withcounter character:

Monotone, sequenced value outcomes

Overflow value

Planned value

Integrated value check which definescounter as:

Forward counter

Backward counter

Typical counters:

Odometer, electricity meter (forward

counter)

Water meter (backward counter)

Odometer (Miles)

Water Meter (Cubic Meter)

Counter

Counter overflow indicates the value when the counter is reset to a defined value (usually to zero),

assuming it is a forward counter. A backward counter resets to the overflow value when it reaches a

defined value (usually 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 counter value and maximum counter 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 thevisible value on the previous reading, it is assumed that a rollover has occurred and the overall

value is increased accordingly.

Planned counter value is 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). Use the Planed Time field (for example, 1) in combination with the Time

Unit field (for example, year) in the Create Counter view (the fields are not relevant for indicators

because they do not have any time dependencies).

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Counter

Views

Counter Views

Business Transaction

View

Reading

Administration

Header / item details:

Service order

Service confirmation

Service plan

Counter

Administration

Counter creation Measuring point or counter

Counter category

Min, max, overflow value

Planned counter value / time

Master Data View

Counter readings

Description

Date of reading

Origin / reading transaction

Created by

Counter creation

Counter assignment

Counter readings

Installed base component,

Individual object or product master

Counter creation

Counter assignment

Counter readings

You can reach the counter and reading administration by choosing SAP Menu→

Master Data→

Counter → Maintain Counter or by using transaction /ncrm_mpk_admin.

Counters can be assigned.

To be able to maintain counters and readings in business transactions, set the Show Counter indicator

either on transaction-type or item-category level (transaction category Service Process).

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

• Recording mileage during technical inspection of a car

• Recording energy consumption (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)

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Comparison of two installed bases

Backdating changes to an installed base

Inheritance of addresses and partners

Plausibility check in structuring objects by object families

Expand installed bases

Creation / change of an installed base with reference to a

sales transaction

Automatic installed base update from a service order

Additional Installed Base Functions

Comparison of two installed bases:• Display two different statuses for one installed base for two different times and compare them

• Changes to installed base structure (for example, movement of components)

Changing an installed base in the past:

• Changes to an installed base can be backdated until the last change of the installed base. The action

log shows who and what was changed.

Inheritance of addresses and partners:

• Inheritance is logical (invisible) and is only supported within search helps, for example, in the

Interaction Center; refer to SAP Note 701914 for details

Plausibility check in structuring objects by object families:

• Choose SAP Implementation Guide

→

Customer Relationship Management→

Master Data→

Installed Base→ Installed Base Category → Define Installed Base Category and Installation Rules

Expanding installed bases:

• Choose SAP Menu → Master Data → Installed Base → Expand Installed Base

Creating / changing an installed base with reference to a sales transaction:

• Choose SAP Menu → Master Data → Installed Base → Maintain Installed Base with Reference to

Sales Transactions

Automatic installed base update from service order:

• Triggered through action AUTO_IBASE_UPDATE in action profile (SERVICE_ORDER)

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Individual Objects

Individual object:

A unique instance of a product that exists only once

Relationships with:

Business partner

Structure of an

individual object

Counter Warranties

Qualification

requirements

Individual object:• A unique instance of a product, for example, a vehicle, a PC, or a serialized spare part

• Central reference for the sales, service, and marketing transactions between a company and a

business partner

• Has a reference to product data

• Allows flexible modeling of object data (attributes and set types)

• Relationships with:

- Business partner

- Structure of an individual object

- Counter

- Warranties

- Qualification requirements

• Object history

It is possible to use alternative IDs for individual objects, for example, a VIN or self-defined identifiers

Individual objects are integrated in:

• Sales and service processes

• Different interaction channels (e-service, Interaction Center, SAP CRM Mobile Service)

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Product vs. Individual object

Installed Base: Individual Object vs. Product

Individual ObjectProduct

e.g., unique 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

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: A computer monitor with the manufacturer's serial number 123ZGK654

• 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 actually 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.

Each individual object 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.

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Maintenance of Individual Objects

Individual Object Maintenance (Create / Change) Within Installed Base Management

SAP GUI

PC UI

Individual Object Maintenance (Create)

PC UI

Individual Object Maintenance (Change)

SAP GUI (Product Workbench)

PC UI

1. Define Object Family

2. Define Attributes / Set Type

3. Create Product Category and Assign Object Family and Set Type

SAP Implementation Guide Customer Relationship Management Cross-

Application Components SAP Products Individual Objects Define Object

Families (IMG Documentation!)

Creation of individual objects that do not belong to a installed base is only possible using thecorresponding BSP application (within People-Centric UI).

The IMG documentation Define Object Families gives a detailed, step-by-step description of how to

customize individual objects.

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Location Information

Postal Address

Geolocation

Configuration of geocoding• Choose SAP Implementation Guide → SAP Web Application Server → General Settings → Set

Geocoding .

- Register the geocoding programs in the system and assign them to countries

- Edit the address fieds for geocoding

- Edit the geographical data of countries and regions

• Choose SAP Implementation Guide → Customer Relationship Management → Master Data →

Products → Individual Objects → Define Location Determination for Individual Objects.

- Automatic calculation of geocoding per object family

• To be able to see the address and the geocodes in the individual object workbench, assign the settypes COM_LOCAT_ADDR and COM_LOCAT_GEO to the product category.

- Choose SAP Menu → Master Data → Products → Maintain Categories and Hierarchies.

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Object Fact Sheet (People-Centric UI)

The object fact sheet gives a summarized overview of all relevant data regarding a customer’s serviceobjects:

• Object details

• Location

• Contact person

• Business partners

• Service order history

• Service contracts

• Warranties

The object fact sheet can be adapted.

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ERP Integration via CRM Middleware:

Migration of ERP equipment into CRM installed bases

Initial and permanent load

Equipment number (ERP) = Object ID (CRM)

Changes in CRM can be transferred back to ERP

Equipment Download

ERP

Equipment

CRM

Installed base

- Individual object

The equipment load has to be activated.

Detailed information on the equipment load can be found at:

• SAP Implementation Guide → Customer Relationship Management → Master Data → Installed

Base → Replication of Equipment from SAP ECC Customer Service (CS) → Prerequisites and

General Information for Equipment Replication

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Checklist for Equipment Load

Harmonize product hiearchy settings(DNL_CUST_PROD1)

Step 1:

Settings for equipment replicationStep 2:

SAP Implementation Guide Customer Relationship Management Master

Data Installed Base Replication of Equipment from SAP ECC Customer

Service (CS) Define Default Settings for Equipment Replication

Activate BAdI implementation(CRM_EQUI_LOAD_STDIMP)

Step 3:

SE18 / SE19 with BAdI: CRM_EQUI_LOAD

For additional upload: Activate adapter objects(DNL_EQUIPMENT; DNL_EQUI_HIER)

Step 4:

SAP Menu Architecture and Technology Middleware Data

Exchange Object Management Business Objects

SAP Menu Architecture and Technology Middleware Data

Exchange Initial Load Start

A detailed description of the equipment load between the ERP and CRM System can be found in theImplementation Guide:

• Customer Relationship Management → Master Data → Installed Base → Replication of Equipment

from SAP ECC Customer Service (CS) → Prerequisites and General Information for Equipment

Replication

For a successful load of equipment to the CRM system, relevant master data (for example, business

partners) must be synchronized beforehand.

The BAdI CRM_EQUI_LOAD contains methods that can be used to enhance the equipment data load.

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Installed base 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.

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Installed Base Management and Individual Objects:Unit Summary


Describe the concept of installed bases Create and work with an installed base

Use the basic customizing settings for installed bases

Explain the concept of individual objects

Configure individual objects

Describe the equipment load

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Exercises

Unit: Installed Base Management and Individual Objects

Topic: Installed Base Maintenance


• Create an installed base with several components

• Create an installed base category with basic Customizing settings

You provide service for different kinds of technical objects for your

customers.

Therefore, you need to maintain installed bases in CRM and becomefamiliar with the functions available.

1-1 Create an installed base for customer ##Megastore and enter different components.

1-1-1 Create an installed base of category 01 (Installed Base) and enter the following

data:

External ID: ##HighTech

Description: ## High Tech

1-1-2 Assign the partner ##Megastore with partner function Sold-to Party to theinstalled base.

1-1-3 Enter two text components, Computer and Copier.

1-1-4 Below the text component Computer, enter product HT-1010 with quantity 1 PC.

Assign warranty WP_001 with warranty start data today to the notebook.

1-1-5 Below the text component Copier enter two individual objects. Enter the

following:

Family: 0401 (Equipment)

Object ID: CM##01

Description: Copier 1

When the Category selection dialog box is displayed, choose category UBBE (UBB

Equipment).

Make a corresponding second entry with Object ID CM##02 and Description

Copier 2

Save the installed base and write down the number:

___________________

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SAP Implementation Guide → Cross-Application Components

→ SAP Product → Basic Settings → Register Applicationsor Set Type Generation (People-Centric UI)

Create the following two entries:

CRMM_PRD_IOBJECT < > 01 ZF## 00 < > Version 0000

PRD_IO_01


PRD_4ODP1

“< >” are blank entries.

1-1-7 Test your settings and create individual objects.

a. Change an installed base (category 01) in the SAP GUI with one component of

type Individual Object. Choose your newly created object family and an

arbitrary object ID.

b. Create an individual object in the People-Centric UI. Choose your newly

created object family and an arbitrary object ID.

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Solutions

Unit: Installed Base Management and Individual Objects

Topic: Installed Base Maintenance

1-1 Create an installed base for customer ##Megastore and enter different components.

1-1-1 Create an installed base of category 01 (Installed Base) and enter the following

data:

SAP GUI

Choose SAP Menu → Master Data → Installed Base → Create Installed Base.

IBase Category: 01

Choose ENTER .

ExtID: ##HighTech

Desc: ## High Tech

People-Centric UI

Choose Installed Bases → Installed Bases/Components.

Choose Go To → List .

Choose New → Installed Base.

External ID: ##HighTech

IBase Description: ## High Tech

1-1-2 Assign the partner ##Megastore with partner function Sold-to Party to theinstalled base.

SAP GUI

Choose Goto → Partner .

Function: Sold-To Party

Partner : <number of ##Megastore>

Choose Transfer .

People-Centric UI

In the Partners area (or the Partners tab), choose Add Entry.

Partner func.: Sold-To Party

Partner ID: <number of ##Megastore>

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1-1-3 Enter two text components, Computer and Copier.

SAP GUI

In the area of directly subordinate objects, choose the Text tab.

Description: Computer

Description: Copier

People-Centric UI

Choose New → Text Component .

Description: Computer

Select the installed base header and choose New → Text Component .

Description: Copier

1-1-4 Below the text component Computer, enter product HT-1010 with quantity 1 PC.

SAP GUI

In the structure tree on the left, choose Computer .

In the area of directly subordinate objects choose the Product tab.

Product ID: HT-1010

Quantity: 1 PC

Assign warranty WP_001 with warranty start date today to the notebook.

In the structure tree on the left, choose the Notebook Professional component.

Choose the Relationships button.

Warranty: WP_001

Choose ENTER and observe that the warranty is valid for two years starting today.

People-Centric UI

Select the installed base component Computer and choose New → Product .

Product ID: HT-1010

Quantity/Base Unit : 1 PC

In the Warranties area (or on the Warranties tab) choose Add Entry.

Warranty: WP_001.

Choose ENTER and observe that the warranty is valid for two years starting today.

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1-1-5 Below the text component Copier, enter two individual objects. Enter the

following:

SAP GUI

In the structure tree on the left, choose Copier .

Choose the Directly subordinate objects button.

Choose the Individual Object tab.


Object ID: CM##01


When the Category selection dialog box is displayed, choose category UBBE (UBB Equipment).


Object ID: CM##02



Equipment).

Save your installed base.

People-Centric UI

Select the installed base component Copier and choose New → CRM Individual

Object .

Component Desc: Copier 1

Object ID: CM##01Object Family: Equipment


Equipment).

Select the installed base component Copier and choose New → CRM IndividualObject .

Component Desc: Copier 2

Object ID: CM##02

Object Family: Equipment


Equipment).

Save your installed base.

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2-1 Perform basic customizing of installed bases.

2-1-1 Create a new installed base category, Installed Base ##, by copying the standard

entry 01 with all dependant entries. Choose the ID from the table below.

Group

Number

Installed Base

Category

Group

Number Installed Base

Category

01 ZA 10 ZJ

02 ZB 11 ZK

03 ZC 12 ZL

04 ZD 13 ZM

05 ZE 14 ZN

06 ZF 15 ZO

07 ZG 16 ZP

08 ZH 17 ZQ

09 ZI 18 ZR

Only allow components of type Product, Text, and CRM Individual Object to beassigned to installed bases of your new type. Remove all other components.

Choose SAP Menu → Architecture and Technology → Configuration →

Customizing .

Choose SAP Reference IMG.

Choose SAP Implementation Guide → Customer Relationship Management →

Master Data→

Installed Base→

Installed Base Category→

Define Installed BaseCategory and Installation Rules.

Select entry 01 and choose Copy As… .

IBase Category: <choose entry from table above>

Type Description: Installed Base ##

Choose ENTER and confirm the dialog box with copy all .

Confirm and save the data.

Select your newly created installed base category and, in the structure tree on the

left, double-click Permitted Components.

Select the entries 0016 (IBase as Component), 0031 (CRM Structure Gap) and

9990 (Screen Control Installed Base) and choose Delete .

Save the data.

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2-1-2 Assign partner determination procedure 00000032 to your newly created installed

base category.


Master Data → Installed Base → Assign Partner Determination Procedure to Installed Base Category.

Select the entry with IBase Category 01 and choose Copy As… . IBase Category: <choose entry from table above>

Save the data.

2-1-3 Activate (logical) partner inheritance and allow changes to the installed base in the

past for your installed base category.


Master Data → Installed Base → Installed Base Category → Activate Partner and

Address Inheritance, Change in the Past .

Choose New Entries.

IBase Category: <your entry>

PInherit .: check the flag

IB Past (scroll to the right): check the flag

Save the data.

2-1-4 Test your new installed base category and create an installed base.

SAP GUI

Choose SAP Menu → Master Data → Installed Base → Create Installed Base.

IBase Category: <your entry>

Choose ENTER .

Ext.ID: Test IB##

Desc: Test IB##

Assign Sold-To Party ##Megastore to the installed base header and add one

component of type Product. Choose product ID HT-1000.

Choose Goto → Partner .

Function: Sold-To Party

Partner : <number of ##Megastore>

Choose Transfer .

On the Product tab, enter the following:

Product ID: HT-1000

In the structure tree on the left, select the Notebook Basic 15.

Choose Goto → Partner and observe that no partner ID is visible.

Note the number of the component ID:

_______________

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1-1-3 Assign the newly created object family to installed base category 01.


Master Data → Installed Base → Individual Objects / Object Family → AssignObject Families to Installed Base Categories.

Choose New Entries:

Typ: 01 Family: ZF##

Save the data.

1-1-4 Define characteristics of object families. Assign icon @AN@ to object family

ZF##.


Master Data → Installed Base → Individual Objects / Object Family → DefineCharacteristics of Object Families.

Choose New Entries.

Family: ZF##

Icon: @AN@

Save the data.

1-1-5 Change the product hierarchy R3PRODSTYP and add another category, ZC##

(##Category), below the root node. Assign both object family ZF## and set type

ZIOSET## (View ID = ZPRINTER) to the new product category.

Choose SAP Menu → Master Data → Products → Maintain Categories and

Hierarchies.

Choose Open Hierarchy. Hierarchy ID: R3PRODSTYP

Go into change mode, confirm the warning, and double-click the root category Product subtype.

Choose the New Category button.

Category ID: ZC##

Short text : ##Category

Confirm the data and enter the following:

Product Type: Material Object Family: ## Object Family

Choose the SetTypes tab and Add set type ZIOSET## with view IDZPRINTER (Printer).

Save the data.

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1-1-6 Register applications for set type generation (People-Centric UI) to be able to

create an individual object in the People-Centric User Interface.

Choose SAP Implementation Guide → Cross-Application Components → SAP

Product → Basic Settings → Register Applications for Set Type Generation(People-Centric UI).

Choose New Entries.CRMM_PRD_IOBJECT < > 01 ZF## 00 < > Version 0000

PRD_IO_01


PRD_4ODP1

“<>” are blank entries.

Save the data.

1-1-7 Test your settings and create individual objects.

a. Change an installed base (category 01) in the SAP GUI with one component of

type Individual Object. Choose your newly created object family and anarbitrary object ID.

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

Installed Base: < installed base from exercise 1-1-5>

Choose ENTER .

Choose the Individual Object tab.

Family: ZF##

Object I D: IO##1

Confirm with ENTER and mark the new installed base component in thestructure tree on the left.

Choose the Component Detail button.

Two fields (attributes) are visible: Printer Type and Paper Feed .

b. Create an individual object in the People-Centric UI. Choose your newly

created object family and an arbitrary object ID.

Choose Installed Bases → Individual Objects.

Choose Go To → List .

Choose New. Choose ## Object Family.

Object ID: IO##2

Base Category: ZC##

Choose the Printer tab and observe two fields (attributes).

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Service Agreements and Service Contracts



Individual Objects


Service Contracts

4. Service Plans





9. In-House Repair

10. Warranty Claims

11. Case Management

Units

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Service Agreements and Service Contracts

Service Agreements

Service Contracts

Service Level Agreements

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Identify functions and contents of service agreements and

service contracts

Create a new type of service contract in Customizing

Create a service contract

Describe the options for Service Level Agreements

Service Agreements and Service Contracts:Unit Objectives

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Service Agreements and Service Contracts:Business Scenario

Long-term agreements covering particular services are concluded with the customer.

The customer is invoiced regularly, based on the

terms of the agreement.

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Service Agreements

Service Agreement:

A long-term outline agreement between business

partners (group contract)

Can contain products and price agreements but not

target values or target quantities

You can create a service agreement for a business

partner type

Service agreements:• New leading transaction category: Group Contract (BUS2000107)

• New transaction type OAS

• New item category OASP

List of service agreements available for a business partner in sales area data

• Assignment of a default service agreement is possible

You cannot exchange service agreements with the enterprise resource planning (ERP) system.

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Service Contracts:

Represent long-term service agreements with

customers about content and coverage of services

Specify the service levels to which a customer is

entitled

List the parts that are covered by contracted

services (for example, server, workstations,

printers)

Include a product list containing services and

spare parts in contract entitlement

Contain price agreements for services and parts

Limit contracted services or spare parts in terms

of value and/or quantity

Service Contracts

A service contract is a long-term agreement with business partners that specifies which services are being offered 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 to which a customer is entitled and contain functionsfor monitoring compliance with those terms. A contract may include contract-specific price agreementsthat control not only what is covered by the contract ,but also what prices may be charged for any workcovered by that contract.

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Service Contract Structure

I t e m

D a t a

Service Product SLA

Object List

Product List Services

Spare PartsRelease List

Partner

Dates

Billing Plan

Billing

Prices & Conditions

Price Agreements H e a d e r D

a t a

Installed Base

Product

Cancellation

Texts

Status

Organization

Actions

Target Value /

Quantity

As with all other CRM documents, the service contract consists of header and item data. The servicecontract functions are controlled by the transaction type.

The header billing plan contains the totals for all item billing plans. In the billing due list, only item billing plans appear.

The services performed for the customer under service contract conditions are defined in the servicecontract item.

Objects can be installed bases, installed base components, or products.

Dates could be, for example, the validity period of the contract.

Different types of services can be stipulated as service products in a service contract item:

• An individual service (for example, hotline)

• A service package in which several services and spare parts are grouped in the product list (forexample, car inspection)

• A service limited according to value or quantity (for example, free-of-charge telephone consultationfor the first three months after buying software)

• A service plan in which planned services reoccurring at intervals are entered (for example,maintenance of a photocopier every three months)

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Contract billing using CRM Billing:

Billing requests are generated from contract items

according to billing plan

Transferred to billing engine for billing

Document link between service order and

service contract allows:

Billing of service process with reference to service

contract’s 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 transferreddirectly to the billing engine.

Service processes assigned to service contracts may incur costs that are not entirely covered by thecontract. 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.

With mySAP CRM 2005, it is possible to use ERP Billing for CRM service contracts.

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Standard SLA parameters delivered by SAP, allow

you to specify:

Time frame of service availability

Ensured first reaction time

Ensured call closure time

According to the Service window and Response

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 – for example, call back withinspecified time or 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 delivered standard.

You can create additional parameters using customer-specific set types. Processing of the data from theset type occurs using Business Add-Ins (BAdIs).

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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 at12 p.m.

Service profile: 8 a.m. – 12 p.m. / 1 p.m. – 5 p.m.

• Response time: 8 hours – response by Tuesday 12 p.m.

• Response time: 4 hours – response by Monday 5 p.m.


Service profile: 7 a.m. - 7 p.m.

• Response time: 8 hours – response by Tuesday 8 a.m.



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Define transaction type:

Transaction attributes and characteristics:Controlling attributes

Leading business transaction category

Assign business transaction categories:

Additional business transaction categories

Dependent on leading business transaction category

Customizing at header level:

Different settings according to business

transaction category

Service Contract Customizing: Header

Standard delivered contract types: SC (service contract) and SCC (service contract [Value/Quantity])

The quantity/value service contracts has the entry C (Service: Target Value and Quantity) in theQuantity/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, youcan define your own transaction types in Customizing by choosing Customer Relationship Management

→ Transactions → Basic Settings → Define Transaction Types. For each transaction type, you candefine the 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.

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Customizing Price Agreements

Price agreements are contract-specific conditions that

affect work done in service processes assigned to the

contract. Price-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 whichthe service process was assigned.

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

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Customizing SLA Escalation Management

Make settings in escalation management to control which

processes 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 by making 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. Do the same thing for the action profile Monitoring SLADeadlines 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 responsible employee aboutthis 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.

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Identify functions and contents of service agreements and

service contracts

Create a new type of service contract in Customizing

Create a service contract

Describe the options for Service Level Agreements

Service Agreements and Service Contracts:Unit Summary

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Exercises

Unit: Service Agreements and Service Contracts

Topic: Service Agreements


• Create service agreements

• Create service orders with a reference to a service agreement

Service agreements allow you to create long-term agreements that containinformation about prices and products for a particular customer or groupof customers. Information about pricing, discounts, billing and follow-up

actions can be maintained and inherited to contracts and service orders.

1-1 Create a service agreement and check for successful agreement determination.

1-1-1 Create a group contract of type Service Agreement for your customer,##Megastore, and enter the product SRV1_4 with a price agreement.

Check the organizational data and note the sales area.

1-1-2 Add a price agreement on item level for product SRV1_4. Choose condition type

ItemDiscContract (0PAR) and amount 20%.1-1-3 Release the item and save the service agreement.

1-1-4 Check the business partner master data and find the service agreement in thecorresponding sales area data.

1-1-5 Create a service order of type Service Process for your customer, ##Megastore,and enter service product SRV1_4 with quantity 1 AU.

Check for successful service agreement determination and check if the priceagreement on item level was applied.

1-1-6 Which setting in Customizing is relevant for service agreement determination?

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1-1-2 Add a price agreement on item level for product SRV1_4. Choose condition typeItemDiscContract (0PAR) and amount 20%.

SAP GUI

Choose Compress data areas .

Choose the Price Agreements tab.

Condition Type: 0PAR

Product ID: SRV1_4

Amount : 20

People-Centric UI

Choose the Products tab.

Choose the Prices tab.

Choose Add Entry.

Condition Type: ItemDiscContract Product ID: SRV1_4

Amount : 20

1-1-3 Release the item and save the service agreement.

SAP GUI

Choose Expand data areas .

Choose the General tab.

Choose the Release Items button.

Choose Save and write down the number: _______________

People-Centric UI

Choose the Service Status button and then choose the Release Items button (top of page).

Choose Save.

1-1-4 Check the business partner master data and find the service agreement in thecorresponding sales area data.

SAP GUI

Choose SAP Menu → Master Data → Business Partners → Maintain Business Partner .

Choose Open BP .

Use the F4 help and an appropriate search help (for example, Partner by address)to find and open the business partner with last name ##Megastore.

Display in BP role: Sold-To Party

Choose the Sales Area Data button.

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Choose the Choose Sales Area button.

Sales Organization: US Sales & Service

Distribution Channel : Service (14)

You should see the number of your group contract (service agreement) at the bottom of the page.

People-Centric UI

Choose Accounts → Accounts.

If necessary, choose Go To → List .

Choose Show Advance Search.

Search for your customer with last name ##Megastore.


Choose the Interaction History tab.

You should see the number of your group contract (service agreement).

1-1-5 Create a service order of type Service Process for your customer, ##Megastore,and enter service product SRV1_4 with quantity 1 AU.

Check for successful service agreement determination and check if the priceagreement on item level was applied.

SAP GUI

Choose SAP Menu → Service → Maintain Service Processes.

Choose Business Transaction→ Create.

Choose Service Process → Service Process.

Description: ##AgreementDetermination

Sold-to party: ##Megastore

Product : SRV1_4

Quantity: 1 AU

Choose ENTER .

A dialog box with the number of the service agreement is displayed.

Select the line with your group contract and confirm.

Choose the Item Details button.

Choose the Conditions tab.

The item discount was applied.

People-Centric UI

Choose Service Processing → Service Orders.

Choose New → Service Process.


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Description: ##AgreementDetermination

In the Products area (or on the Products tab), choose Add Entry.

Product : SRV1_4

Quantity: 1 AU

Choose ENTER .

A dialog box with the number of the service agreement is displayed.

Select the line with your group contract and confirm.


Choose the Prices tab.

The item discount was applied.

1-1-6 Which setting in Customizing is relevant for service agreement determination?

SAP GUI

Choose SAP Menu → Architecture and Technology → Configuration →

Customizing .


Choose SAP Implementation Guide→ Customer Relationship Management→ Transactions→ Basic Settings→ Define Transaction Types.

Find and select entry ZSE1 (Service Process) and choose Details .

In the SAP GUI, the transaction type of a serviceorder can be found on the Administration header

tab, but only if the customizing of the locallayout uses the option Show keys in alldropdown lists.

The parameter Agreement Determin. is set to F (Only at Item Level : Always

With Selection Option).

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Topic: Service Contracts

1-1 Create a new transaction type for service contracts and adapt it so that it meets yourrequirements. After completing the necessary Customizing steps, test your new transactiontype.

1-1-1 In Customizing, create a new transaction type, ZC## (##Service Contract), bycopying the standard entry SC.

Choose SAP Menu → Architecture and Technology→ Configuration→ Customizing .


Choose SAP Implementation Guide→ Customer Relationship Management→

Transactions→ Basic Settings→ Define Transaction Types.

Find and select entry SC and choose Copy As… .

Transaction Type: ZC##

Description (short): ##Service Contract

Description (long): ## Service Contract

Inactive: <blank>

Choose ENTER and confirm the dialog box.

1-1-2 Assign organizational data profile ZIDES_05 to your newly created transactiontype.

Choose Details.

Org. Data Prof . ZIDES_05

Choose Back (F3).

1-1-3 Allow the transaction type to be used in channel CRM Server.

In the dialog structure, choose Allowed channels for transaction types.

Choose New Entries.

Choose CRM Server .

Save your settings and go back to the IMG.

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Choose the Availability Time icon next to the description.

Choose rule weekly periodic Availability Times.

Select the entries Mo-Sa and enter the hours (08:00 – 18:00) and time zoneMountain Time (Denver).

Choose Copy and save the data.

2-1-2 Create response profile ZRESPROF## (Response Profile ##) by copying theexisting profile BUSINESS with all dependent entries.

Which indicator is used to calculate the response times?

SAP GUI / People-Centric UI

In the dialog structure, choose Response Profile.

Select the response profile BUSINESS and choose Copy As….

Response Prof : ZRESPROF##

Description: Response Profile ##

Press ENTER and copy all dependent entries.

Save your settings and take a look at the response profile.

The response times Duration Until First Reaction (SRV_RF_DURA) and DurationUntil Service End (SRV_RR_DURA) are calculated depending on the priority ofthe service order.

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3-1 Test your settings and create a service contract of type ##Service Contract (ZC##).

3-1-1 SAP GUI

Choose SAP Menu→ Service→ Service Contracts and Service Plans→ MaintainService Contracts.


Choose Service Contract → ##Service Contract .


Ext. Reference: Contract ##

People-Centric UI

Choose Service Cycle → Contracts → Service Contracts.

Choose New → ##Service Contract .


Description: Contract ##

3-1-2 Enter the product SER_TOP with quantity 1. Confirm that in this case, itemcategory SCN is determined.

SAP GUI

Product : SER_TOP

Quantity: 1

People-Centric UI

Product : SER_TOP

Quantity: 1

3-1-3 In the item details, assign both the service profile and the response profile that youcreated in Exercise 2-1.

SAP GUI

Go to the item details (either expand the item details or double-click on the product).

Choose the Service Data tab.

Service Profile: ZSERPROF##

Response Prof.: ZRESPROF##

People-Centric UI


Choose the Service Data sub-tab.

Service Profile: ZSERPROF##

Response Prof.: ZRESPROF##

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3-1-4 On item level, assign the installed base with external ID ##MEGASTORE to thiscontract.

SAP GUI

Choose the Object List tab.

Installed Base: <External ID ##MEGASTORE>

People-Centric UI

Choose the Reference Objects tab.

Choose Add Entry in the Installed Bases section.

Installed Base: <External ID ##MEGASTORE>

3-1-5 Maintain a price agreement with respect to a product group (0PAG). All spare

parts should get a discount of 25%.

SAP GUI

Choose the Price Agreements tab.

Choose condition type 0PAG.

Product Group (PGr): 02 (Spare parts)

Amount : 25

People-Centric UI

Choose Add Entry in the Price Agreements section.

Condition Type: ItemDiscContract

Product Group (PGr): 02

Amount : 25

3-1-6 Release the contract item, save the service contract, and write down the number.

SAP GUI

Expand the header data and choose the General tab.

Choose the Release Items tab.

Save the contract.

______________

People-Centric UI

Choose the Service Status buton and then choose the Release Items

button.Save the contract.

______________

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Topic: Service Contract Billing

1-1 Use CRM Billing to create a billing document for your service contract.

1-1-1 Maintain the billing due list, expand the line item with your contract number, andcreate a billing document only for the current (first) month.

SAP GUI

Choose SAP Menu→ Service→ Billing→ Maintain Billing Due List .

Document Number : <your contract number>

Choose Maintain.

Expand the item.

People-Centric UI

Choose Service Cycle → Billing → Billing Due List .


Document Number : <your contract number>

Billing Date From: First day of next month

Choose Go.


1-1-2 Which billing item category was determined? Why?

SAP GUI

Expand the entry.

Billing item category FAPF was determined.

In one of the above exercises you maintained billing item category determination

for your new service contract transaction type (ZC##) and the item category (SCN)therein. These settings have been applied here.

People-Centric UI

This information is not available.

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2-1 Use ERP Billing to create a billing document for another kind of service contract.

2-1-1 Create a service contract of type Contract ERP Billing (Z300) for your customer,##Megastore, and use product SER_021_ERP with quantity 1. Save the contractand write down the number.

_________________

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

Service Contracts.

Choose menu Business Transaction→ Create.

Choose Service Contract → Contract ERP Billing .


Ext. Reference: Contract ERP Billing ##

Product : SER_021_ERP.

Choose Release Items.Choose Save.

People-Centric UI


Choose New → ##Service Contract .


Description: Contract ##

Product : SER_021_ERP

Quantity: 1

Choose Service Status → Release Items.

Choose Save.

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2-1-2 Open a second session. What kind of product is SER_021_ERP? Where was itcreated?

SAP GUI

Choose SAP Menu→ Master Data→ Products→ Maintain Products.

Choose Open Product….

Product ID: SER_021_ERP

Choose ENTER and go into change mode.

The product type is Material.

The main product category is MAT_DIEN (Service).

Since most of the fields are read only, the product was created in the ERP systemand transferred to CRM.

People-Centric UI

Choose Products → Products (Material).


ID/Description: SER_021_ERP

Choose Go.


The main product category is MAT_DIEN (Service).

Some data parts are not ready for input because the original system is different.

The product was created in the ERP system and transferred to CRM.

2-1-3 Take a look at the document flow of the service contract. What do you observe?

SAP GUI

Choose Document Flow ( ).

A replicated document of type Debit Memo Request was created in the ERPsystem.

People-Centric UI

Choose the Document Flow tab.

A replicated document of type Debit Memo Request was created in the ERPsystem.

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2-1-4 What is the origin of the pricing procedure and condition types used in the servicecontract?

SAP GUI

Choose the Header Overview tab.

The pricing procedure RVCXUS was determined.

Choose Architecture and Technology → Configuration → Customizing .


Choose SAP Implementation Guide→ Customer Relationship Management→

Basic Functions→ Pricing→ Define Settings for Pricing→ Create Pricing Procedure.

Position your cursor on the entry RVCXUS.

The source of the pricing procedure (the same is true for the condition typestherein) is R/3.

2-1-5 Bill the service contract in the ERP back-end system.

Choose SAP Menu → Logistics → Sales and Distribution → Sales → Order → Display.

Order : <number of debit memo request>

Choose ENTER .

Choose Sales Document → Billing .

Save the billing document.

2-1-6 Display the document flow of the CRM contract.

Open the service contract and display the document flow. The ERP Billingdocument(s) are displayed.

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Service Plans



Individual Objects


Service Contracts

4. Service Plans





9. In-House Repair

10. Warranty Claims

11. Case Management

Units

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Service Plans

Service Plan Simulation

Service Plans

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Describe the functions and contents of service plans

Create a service contract, including a service plan item

Simulate and forecast service plans

Service Plans: Unit Objectives

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Service Plans: Business Scenario

Your service organization would like to maintain

technical objects repeatedly and it should onlybe described once. With service plans it is also

possible to use time or counter-based interval

strategies.

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Service Plans

WHEN? WHAT? WHERE?

Service planQuotation

Order

Activity

Scheduling

Type

Order

Template

Reference

Object

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

points in time

Uses a service strategy that is stored as master data; for a “simple”

case, a service interval can be used without having to maintain master

data

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

Follow-up documents are generated using a new action profile on sub-item level:• Temporal trigger

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

- Fixed Interval – terminated by confirmation

• Performance-dependent trigger

- Based on counter readings (real counter based)

- Fixed counter interval with date forecast

• Event-dependent trigger

- Message or reporting of a failure

• Complex trigger- Combination of each of the above

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.

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Two Options for Planned Services

Service Contract (SC)

BP

SLA

Service Interval Template

Service Plan Type

Scheduling Type

Service Order

Template

Reference

Object

Service Plan (SRMP)

PLAN

SPMP


Service Plan Type

Scheduling Type

Service OrderTemplate

Reference

Object

PLAN

SPLA

Independent of Service Contract

Object-Related

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

planning of (planned) services

• Prevents unplanned downtimes through regular maintenance

• Enables efficient planning of resources, for example, personnel and materials

• Takes into account legal requirements, for example, product liability laws and accident prevention

regulations

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Service Plan Type

Time-Based

Counter-Based

Time-Based and Counter-Based

Scheduling Type

Cyclical

Fixed Values

Once

Alternating

Service Order Template

Service interval templates are defined via SAP Menu→

Service→

Service Contracts and Service Plans→ Maintain Service Interval Templates.

Service order templates are service orders with special features.

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Service plans and service intervals enable 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 at 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

Small

InspectionBig

InspectionSmall

Inspection

Big

Inspection

Time /

Counter

Scheduling, in this context, is defined as:

• 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 scenarios can depend on:

• Time

• Counter

• Both time and counter:

- For example, “Mobility Service” for cars:

▪ Inspection every 15,000 km

▪ 20% rebate on time and material

▪ Mobility warranty for one year (breakdown service and so on)

- 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?

▪ What about costs and revenues for mobility services?

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Scheduling

Date rule for planned

date: for example,

with counter interval

Scheduling via special date rules:

Special date types in the date profile

Dynamic call of the date rule of the actual service interval bydate rule for planned date

Access to the service plan context within a date rule(for example, counters, reference objects, and so on)

The system calculates the planned dates (that is, the dates on which a service should be performed) forthe services defined in the service plan, such as quotations, activities, or service orders.

Using date rules, the release dates on which corresponding release objects (such as a service order or

contract quotation) are created in the system can be derived from the planned dates.

The planned date is calculated on the start of planning. This is, by default, the current date when the

service plan item is created because the date type Current Date is assigned by default to the date type

Planning Start in Customizing.

Planned dates can be determined for counter-based scheduling by means of a consumption prediction or

a calculated consumption value. For time-based scheduling, the planned date is calculated using the

service interval that was defined in the service plan.

Follow-up documents can be created even before the planned date. The date on which a follow-up

document is created before the planned date is defined by the date type Release Date.

You can use a defined lead time to determine the release date, that is, when a document is automatically

generated in the system and is visible to the service employee.

As soon as the document is generated in the system, the service employee can confirm and process the

document.

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Creating a Service Order from a Service PlanSub-Item

Service Contract / Plan Service Order

Service order template

Check config.

Change RAM

Check config.

Change RAM

Item usage

Server Maintenance

Yearly inspection

Service plan item

Yearly inspectionService order item

Doc flow

Service contract item

Sub-item

A c t i o

n

A service plan item is a sub-item of the service contract item.

If a service order template has been assigned to the service interval template of the service plan product,the service order template items are copied in the service order item as sub-items.

Pricing of the service order item and sub-items can be influenced by the service contract item.

CO integration can be achieved by using the service contract item or service contract header as a

Controlling object.

The Post Processing Framework (PPF), which can be used either manually or automatically, allows

interaction of the dates and actions of the individual service plan items to be monitored, and also allows

the generation of follow-up documents.

A background job can be set up for automatic monitoring that checks, at regular intervals, if all the

scheduled actions comply with the start condition and, if necessary, generates the follow-up documents. The data from the service plan item is first copied to the item of the new business transaction in Service

during generation of the follow-up documents. Additional data, such as price agreements, can be

imported from the service contract. The planned dates in the service plan can then be recalculated, and

the service plan can be updated accordingly.

If more complex services are to be used on a planned date, you can predefine a business transaction

template in which the detailed services and their scope are entered, such as a service order template.

You can assign a business transaction template to a service interval either within a service interval

template, or in the contract during maintenance of a service plan item.

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Service Plan Simulation

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:

Resource workload:

– Demand for a specific resource cumulated within a period

Service workload:

– Number 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 NetWeaver BI.

• 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.

• View a list of dates and service orders containing the desired information (resources, products, dates,

and so on).

• Transfer data to BI.

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Service Plan and Forecast

so

item 10

so

item 10

so

item 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 two orders

t1 t2

Order1 Order2

time

Service plan simulation can be executed by choosing SAP Menu→

Service→

Service Contracts andService Plans → Simulate Service Plans.

During the simulation, virtual service orders are created using existing service plans. This takes into

account the date rules that exist in the service plans. These virtual service orders are displayed in the list

along with additional information, such as information about the required resources and products.

The virtual service orders cannot be stored in mySAP CRM, but they can be read and used by the

company. You can quickly gather information about the expected workloads for a period in the future.

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Forecasting: Process Steps in mySAP CRM

Select service

transaction andsimulation period

Maintain simulation

parameters for result list

Simulate service orders on

header and item level

Trigger transferof results to BI

1

2

34

If necessary, you can send the data forecast during the simulation to BI to perform further, more detailedanalyses, or to compare current and planned service data. SAP supplies predefined queries for analyzing

the simulated data in BI.

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Describe the functions and contents of service plans

Create a service contract, including a service plan item

Simulate and forecast service plans

Service Plans: Unit Summary

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Exercises

Unit: Service Plans

Topic: Planned Services


• Explain the concept of service plans

• Create a service contract with a service plan item

• Simulate a service plan

Service plans help you to save costs incurred through unforeseendowntimes and increase efficiency, for example, through improved and

more comprehensible planning and more efficient scheduling ofresources, such as employees or materials.

1-1 Examine a special service plan product that will later be used in a service contract (such as

a service plan item).

1-1-1 Find and open the product master SPL_SERVER.

1-1-2 Which item category group is assigned to the product?

1-1-3 Which interval template is assigned to the service plan?

1-2 Examine the assigned service interval template.

1-2-1 Which plan type is used?

1-2-2 Which scheduling type is used?

1-2-3 How frequently are service orders being generated?

1-2-4 Which transaction template is assigned?

1-3 Take a look at the transaction template.

1-3-1 Which products are assigned to the service order template?

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SolutionsR-

Unit: Service Plans

Topic: Service Plans

1-1 Examine a special service plan product that will later be used in a service contract (such as

a service plan item).

1-1-1 Find and open the product master SPL_SERVER.

SAP GUI

SAP Menu Master Data Products Maintain Products

Choose Open product ( ).

Product ID: SPL_SERVER.

Choose Continue ( ).

People-Centric UI

Choose Accounts and Products → Products → Products.


ID/Description: SPL_SERVER .

Choose Go.

1-1-2 Which item category group is assigned to the product?

SAP GUI

Choose the Service tab.

The item category group is SPLA.

People-Centric UI


The item category group is SPLA.1-1-3 Which interval template is assigned to the service plan?

SAP GUI

Interval template IDES_HT_1 is assigned.

People-Centric UI

This information might not available in the standard People-Centric UI of this system.

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People-Centric UI

Choose Accounts and Products → Templates → Service Order Templates.


Transaction ID: 200250

Choose Go.

Select the right item and choose Go To → Details.

Three products are assigned to the service order template: SRV1_4, R-1130, and

R-1160.

2-1 Create a service contract with a service plan item.

2-1-1 Create a service contract of type Service Contract and enter the following data:


External Reference: ##Service Plan

Add product SER_022 with quantity 1 and – as a sub-item – the product

SPL_SERVER , also with quantity 1.

SAP GUI

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

Service Contracts.


Choose Service Contract→ Service Contract .


Ext. Reference: ##Service Plan

Product : SER_022

Quantity: 1

Choose ENTER .

Higher-Level Item: 100

Product : SPL_SERVER

Quantity: 1

People-Centric UI


Choose New→ ##Service Contract .


Description: ##Service Plan


Choose Add Entry.

Product : SER_022

Quantity: 1

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Choose ENTER .

Choose Add Entry.

Higher-Level Item: 100

Product : SPL_SERVER

Quantity: 1

2-1-2 Which item category was determined for the service plan product?

SAP GUI

Item category: SPLA.

People-Centric UI

Item category: SPLA.

2-1-3 Check the service plan data on item level.

SAP GUI

Choose Compress data areas.

If necessary, choose the Service Data tab of your service plan item.

You should see the service plan data that you examined in the first exercise.

People-Centric UI

Choose the Service Plan tab.

You should see the service plan data that you examined in the first exercise.

2-1-4 Is an action scheduled for the service plan item?

SAP GUI

Choose the Actions tab.No, there is no action scheduled yet.

People-Centric UI

Choose the Schedule Actions button.

No, there is no action scheduled yet.

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3-1 Perform simulation of service plans.

3-1-1 Start the service plan simulation and simulate service orders for your service

contract.

Use appropriate selection parameters (transaction type ZSE1; Simulation of Next

12 Months)

SAP GUI

Choose SAP Menu → Service → Service Contracts and Service Plans → SimulateService Plans.

Choose Get Variant .

Variant Name: ZT_CR700

Confirm the variant.

Transaction Number : <your contract number>

Choose Execute.

People-Centric UI

Choose Analytics → Service Planning and Forecasting → Forecasting .


Transaction ID: <your contract number>

Choose Go.

Select your contract and choose Go To → Details.

Choose the Change Parameter button.

Transaction Type: ZSE1

Simulation Date To: one year from today

Press ENTER .

Close the window.

3-1-2 How many service orders do you expect to be simulated?

Since the simulation parameter is set to Simulation of Next 12 Months and the

service interval template uses interval every three months, three service ordersshould be simulated. The action you executed in one of the prior exercises already

triggered the first service order.

3-1-3 Select the line with your service contract and choose the Simulation button.

Can you explain the outcome?

SAP GUI

Select the line item and choose Simulate Service Order .

People-Centric UI

Choose Simulation → Header View.

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Usage-Based Service Contracts



Individual Objects


Service Contracts

4. Service Plans





9. In-House Repair

10. Warranty Claims

11. Case Management

Units

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Usage-Based Service Contracts: Unit Objectives


Explain the concept of usage-based service contracts

Create and work with a usage-based service contract

Describe single pool contracts and aggregate contracts

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Usage-Based Service Contracts Life Cycle

Customer

Life cycle

AssetAccounting

Payables

Classi-ficationRevenue

Recognition

GeneralLedger

Service-Contract

Quotation

ServiceContract

ContractChanges

ContractEnd

UsageCapturing

VolumeDetermination

Billing

Periodic

Billing

Accounting

Life cycle

Business

Partner

Installed

Base

Service

Product

Physical

Product

Counters

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Usage-Based Billing (UBB) Service Contracts

UBB Contract

Business

Partner

Physical

Product

UBB Service

Product

Billing Plan

Credit Overview

Minimum charge,

Miss volume,

Correction volume/amount

UBB Control DataPricing, volume doc,

billing control,

pool linkage,

billing holidays

Pricing

Flat rate

Quarterlyin arrear

Monthlyin front

Yearly

in arrear

Usage

Pool

distribution

1Q 2Q 3Q 4Q

Business

Partner Master

Product

Master (UBB Service)

Product

Master (Physical)

Business Partner

A Usage-Based Billing (UBB) service contract is based on the standard mySAP CRM service contract,including usage data.

UBB service contracts contain up to three billing plans: Service (flat rate), consumption (usage), and

pool redistribution.

Linkage to higher level (pool) contracts is possible. This allows pool redistribution.

Several change processes are supported with UBB service contracts.

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Counters

Counters are entities (master data) that enable

usage to be captured

Attributes for example:

Minimum and maximum value

Overflow value (e.g., 999,999 for a car odometer)

Average value per time

Usage function for controlling the usage

capturing process

Examples:

Odometer in a car Counter on a copier

Meter resets

Counters can be maintained by choosing SAP Menu

→

Master Data→

Counter→

Maintain Counter. Counters are linked to installed base components, individual objects, and products via relationships.

When you define a counter, you define application-specific characteristics, such as the usage function,

in addition to general attributes such as unit of measure and counter overflow. The usage function is

required to assign the condition types in pricing.

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Readings

Readings capture a counter reading or a counter difference value

Readings are used to audit the trail of

the wear and tear of an object

the consumption of goods or services

the reduction of an object’s useful life

Reading process:

automatically via an interface(e.g. optical document readers)

manually

Volumes that are not part of the volume determination

aremaintainable with reason code. Example: Volume used by service technician to test the product

after service

Entering Readings:• SAP Menu → Service → Usage-Based Billing → Readings → Enter Readings

• Readings can also be maintained directly in the service contract.

Reading Checks:

• Validation against past readings and average value of counter.

• BAdI CRM_UBB_VOL_I_BADI for implementation of user-specific validations

• Handling of erroneous readings by an error worklist. SAP Menu → Service → Usage-Based Billing

→ Readings → Correct Readings from Error Worklist

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Billing Plans

Service

(Monthly in front)

Usage

(Quarterly in arrear)

Inclusive

(Yearly In front)

Invoice Date

SepJulFeb JanDecNovOctAugJunMayApr Mar Jan

1Q 2Q 3Q 4Q

Service - typically monthly (advanced payment)

Usage - typically quarterly

Inclusive- typically annual

A billing plan reflects the time schedules (periodicity) for billing

The billing plan enables you to bill for a product or service, independently of a delivery. You can either bill the same amount at regular intervals (periodic billing plan) or bill different amounts at specified

dates that have been pre-defined (milestone billing plan).

The billing plan is a detailed billing schedule that can either be valid for all the items in the business

transaction, or for each item in the business transaction.

In order to use Billing Plan Functionality, Billing Plan Types have to be defined and assigned in

Customizing

• SAP Implementation Guide → Customer Relationship Management → Transactions → Basic

Settings → Billing Plan → Define Billing Plan Types

• SAP Implementation Guide → Customer Relationship Management → Transactions → Basic

Settings→

Billing Plan→

Assign Billing Plan Type to Business Transaction Type• SAP Implementation Guide → Customer Relationship Management → Transactions → Basic

Settings → Billing Plan → Define Billing Plan Types → Assign Billing Plan Type to Item Category

• Standard Billing Plan Types for UBB are: 60-64.

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Volume and Credit Overview

Volume Overview

One Volume Overview per UBB Service Contract Item

Billable Gross Volume determined through

Readings or

Estimation

Credit Overview

Storage of all relevant values from the billing and usage capture

Storage of mistaken volumes to reduce the billable volume if needed.

Prepaid volumes from the flat rate (e.g. inclusive volume, service), are transferred

from pre-billing process for consideration in the appropriate usage billing

Maintenance of manual volumes or amounts in the credit overview (e.g. for

correction of wrong past billing results in order to avoid reversing of billing

documents)

Volume Overview:• The system updates the volume overview by reading the counter values regularly. The system checks

whether a reading is relevant for billing and, if so, assigns it to an entry in the volume overview.

• You can use Business Add-In (BAdI) Check Usage of Readings in Volume Overview to implement

tests that the system performs when a new reading is received or the system has to determine the best

reading for a billing period. This BAdI is located in Customizing for Customer Relationship

Management under Usage-Based Billing (UBB) → Usage Recording → Business Add-Ins (BAdIs) →

BAdI: Check Usage of Readings in Volume Overview.

• If you have not entered a reading for a billing period yet, the reading and usage fields are blank. Youcan enter values manually. If you enter a relevant reading for this entry, the reading then overwrites

your manual entries.

• If no reading has taken place by a defined time, you can also use the UBB service contract to send a

reading reminder

Credit Overview:

• This function is used to update credit volumes and values. It also documents the usage of credit

volumes and saves the prebilled volumes and values for the next usage billing.

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Pool Contract Types & Pool Contract Linkage

Create Pool Link

Change Pool Link

Cancel Pool LinkSingle

Pool

Contract

AggregateContractAggregate

Contract

Single

ContractSingle

ContractSingle

Contract

Single Pool

Contract

Aggregate

Contract

Linkage

Two types of

Pool Contracts

Creation of a Pool Link:• Linkage to a Single Pool or Aggregate Contract is triggered though an action from within the UBB

Service Contract.

• Time dependant link between single and pool contracts. Pool contract billing considers links.

automatically. Time rule based linkage in case of unknown start.

Changing of a Pool Link

• Can change starting date of linkage. No change in pool periods already billed.

Termination of Pool Link

• Link can be terminated manually at a chosen date

- aggregate contracts: usage is billed again by single contract- restriction: no termination in periods that have been billed already

• Link is terminated automatically at end of single contract and/or end of pool contract

- at end of pool contract all links to single contracts are terminated

Rule-Based Pool Link

• Automatic activation of a pool link depending on a date rule (e.g. contract start date) during

inception of the contract

• Restriction: Only possible for non-incepted contracts

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Single Pool Contract

Single Pool Contract

Recalculates the usage and the commitment of all linkedsingle contracts

Recalculation period is maintained on single pool contract

and independent of the usage or flat periods on single

contracts

Difference between usage and commitment volume is

calculated and refundable (if greater than 0) through single

pool contract billing (Pool Distribution)

Single Pool Contract: A single pool contract recalculates the usage values of the assigned singlecontracts. As a result, your customers can be granted a credit. If the prebilled volume for certain single

contracts is exceeded, but the prebilled volume for other contracts is not reached, the system creates a

credit. Usage is calculated separately for each assigned contract. Each contract can have different usage

volumes, a different usage per period, and a different price per object (per copy, for example). If pool

calculation results in a deduction volume, the system redistributes this volume to the single contracts in

order to reflect the correct values

Billing Process of a Single Pool Contract

• Inception of contract fixes Service BRI with inclusive volume and Usage BRI with estimation for

single contract

• Revenue Recognition Service and Usage for single contract

• Billing of Service with inclusive for single contracts

• Re-Pricing Usage BRI for single contract from volume overview after release based on usage price

of single contract

• New Revenue Recognition Usage BRI for single contract

• Billing of Usage for single contracts

• Pre-Billing of Single Pool contract with update of Pool distribution BRI in single contract if pool

requirement fulfilled (e.g. enough volume?)

• Revenue Recognition Pool distribution for single contract

• Billing of Pool with tax and controlling based on single contract data

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Aggregate Pool Contract

Aggregate Pool Contract

Bills the usage of all linked single contracts

In the single contracts billing of usage is deactivated during

the pool linkage (not pre-billing)

The periods of the aggregate contract are independent of the

periods in the single contracts

Difference between usage and commitment volume is

calculated and refundable (if greater than 0) through

aggregate pool contract billing (Pool Distribution)

Aggregate Pool Contract: An aggregate contract is used to bill usage in all the single contracts linked

with that aggregate contract. When single contracts are linked with an aggregate contract, usage is not

billed separately for the single contracts. Instead, the system calculates the defined usage volumes and

the actual usage volumes for all the linked single contracts. Any prices defined in single contracts are

ignored. Instead, the usage price defined for the aggregate contract is always used. As a result, you have

to define a usage price for each usage function in the aggregate contract (as a price agreement or

condition master record). If you do not define this price, the aggregate calculation will be incorrect. The

system bills the difference between the actual usage volume and the agreed volume. If pool calculation

results in a deduction volume, the system redistributes this volume to the single contracts in order to

reflect the correct values.

Billing Process of an Aggregate Contract

• Inception of contract fixes Service BRI with inclusive volume and Usage BRI with estimation for

single contract

• Revenue Recognition Service and Usage for single contract

• Billing of Service with inclusive for single contracts

• Re-Pricing Usage BRI for single contract from volume overview after release based on usage price in

aggregate pool

• New Revenue Recognition Usage BRI for single contract

• Pre-Billing of Aggregate Pool with update of Pool Distribution BRI in single contract if pool

requirement fulfilled (e.g. enough volume?)

• Revenue Recognition Pool distribution for single contract

• Billing of Pool with tax and controlling based on single contract data

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Example – UBB Service Contract

UBB Service Contract (USC)

Material: Copier (HT-1085) (UOBJ) Service: SRV_USAGE_COPIER (USCN)

Counter (A3) Counter (A4) Contract Class Usage Function Group

ActionsBP

Object List Billing Plan Billing Plan Item

Counter/Readings Credit Overview Volume Overview

Actions

Ind. Object Service

ConsumptionPool Redistribution

Counter from

Ind. Object

Inception

The slide above shows a schematic UBB service contract.

The UBB Service Contract contains on line item with two products, one Material (physical product) andone Service. This is in principle the same as creating a line item with a service product and a sub-item

with a material.

The UBB Service Contract Header contains several actions, e.g. the Inception (Activation) action as

well as actions that trigger service contract change processes.

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Calculation Example: Single Pool Contract

Volume Based

Single Pool

Period 1 01/01/2003 - 03/31/2003

Cumulation of volumes and values

Total overage: 30,000 copies

Total unused vol: 20,000 copies

Total billed value: 625.00 EUR

,

UBB SC 3Usage Period 1

UBB SC 1

Usage Period 1

UBB SC 2

Usage Period 1

Assignment

Pool calculation

Refund Vol = min(Overage,Unused)

= 20,000

.

Refund Val = EUR

= 416,67 EUR

625000,30

000,20∗

EUR0

EUR EUR 22,34767,41630000

25000−=∗−

EUR EUR 44,6967,41630000

5000−=∗−

Pool Distribution

Gross volume 55,000 copiesPrepaid volume -30,000 copies

Net volume 25,000 copies

Net price 0,02 x 25,000 = 500.00 EUR

Usage Invoices

Gross volume 20,000 copies

Prepaid volume -15,000 copies

Net volume 5,000 copies

Net price 0,025 x 5,000 = 125.00 EUR

Gross volume 15,000 copiesPrepaid volume -35,000 copies

Net volume -20,000 copies

Net price 0,025 x 0 = 0.00 EUR

In the slide above an example of a Single Pool Contract with pool distribution to three UBB Service

Contracts is shown.

• The accumulation of usage (copies) of all three contracts leads to a value of 625,00 EUR = (500,00 +

125,00 + 0) EUR.

• Due to the negative net volume of the Usage Period of UBB SC 3, Pool Distribution leads to a

corrected amount for the first two Contracts.

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Calculation Example: Aggregate Pool Contract

EUR0

EUR EUR 250500000,50

000,25−=∗−

EUR EUR 250500000,50

000,25−=∗−

Aggregate Pool

Period 1 01/01/2003 - 03/31/2003

Price per copy: 0.025 USD

300 USD

30,000 copies included

500 USD


100 USD


Invoices

UBB SC1 (Service)

Per. 1 01/01 - 03/31/2003

UBB SC 2 (Service)

Per. 1 01/01 - 03/31/2003

UBB SC 3 (Rental)

Per. 1 01/01 - 03/31/2003

Assignment

Pool DistributionRefund Val = EUR

= 500 EUR

Pool calculation

Refund Vol = min(Overage,Unused)

= 20,000

.

1250000,50

000,20∗

Pre-Billing SC‘s

,SC 1: 55,000 copies

30,000 copies25,000 copies

SC 2: 20,000 copies

40,000 copies

-20,000 copies

SC 3: 35,000 copies

10,000 copies

25,000 copies

Net price 0.025 x 25,000 = 625 EUR

Net price 0.025 x 0 = 0 EUR

Net price 0.025 x 25,000 = 625 EUR

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Contract Change Management

Stop

Undo Stop

Location

Ownership

Partner

Termination

Continuation

Buy Out (Purchase)

Billing

Accounting

Change

of

End

Processes

Physical Product

Settlement

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Usage-Based Service Contracts: Unit Summary

You are now able to:

Explain the concept of usage-based service contracts

Create and work with a usage-based service contract

Describe single pool contracts and aggregate contracts

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Exercises

Unit: Usage-Based Service Contracts

Topic: Usage-Based Service Contracts


• Understand the concept of Usage-Based Service Contracts

• Create and process a Usage-Based service contract includingnecessary master data, readings and billing.

Usage-Based Service Contracts allow you to bill the customer based on

consumption (usage). Optionally it is possible to use Pool Contracts.In the following UBB (Usage-Based Billing) will used as a abbreviationfor Usage-Based Service Contracts.

• For this exercise please use SAP

GUI.

• It is possible to process the UBB

scenario using People-Centric UI

(the standard role Service Managercontains the necessary content) but

for specific parts of the exercisesSAP GUI is beneficial

1-1 Analyze master data that will be relevant in the Usage-Based Service Contracts scenario.

1-1-1 Check the service specific data of service product: SRV_USAGE_COPIER .

Which product category is assigned to the product?

Which item category group is assigned to the product?

What are the values for Contract Class and Usage Function Group?

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1-1-2 Have a look at product HT-1085 and the UBB specific conditions that have been

maintained for this product.

Open the product master data for HT-1085 and check which counters are linkedto this product?

Counter: _______

Counter: _______Go to the condition maintenance and select all conditions for product HT-1085.

Which condition types and values do you find?

Condition Type: ___________ Value/Unit: _____________





Condition Type: ___________ Value/Unit: _____________1-1-3 Go to the counter administration and open both counters. Note the Counter Category,

Usage Function and the Planned Counter Value of both counters.

Counter Category (Counter 1): _________

Usage Function (Counter 1): _________

Planned Time & Unit (Counter 1): _________

-----------------------------------------------------------

Counter Category (Counter 2): _________

Usage Function (Counter 2): _________Planned Time & Unit (Counter 2): _________

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1-2 Create a Usage-Based Service Contract and initialize (incept) it.

1-2-1 Create a service contract of type UBB Service Contract for your customer

##Megastore. Enter product: HT-1085 and in the same line Service Product:SRV_USAGE_COPIER.

Go to the item details tab Object List and in the field Object ID add the individual

object CM##01.

Take a look at the tab Billing Plan on item level.

Can you derive the value of USD 250 per month for Service?

Do you see any consumption values?

Take a look at the Billing Plan Item tab (on item level). Choose tab Conditions.

Release the item, save the contract and note the number.

_________________

1-2-2 Use the Action Monitor in order to do an inception of the contract. Fill the Application

Key field with <* contract number> to only select actions relevant for your contract.

Analyze the effects of the inception.

a) Open the individual object and check the individual object relationships.

b) Open the UBB contract and check the Billing Plan on item level. Do you see

consumption values and can you derive them?

1-3 The copy machine was installed and the first consumption period is over. Readings have to be entered.

1-3-1 First do the initialization reading. On 01.03.2003 a service employee (origin 1) installs

the copier (reading transaction type 01) with counter readings 0 (zero) Quantity for bothcounters (A3 and A4). Use description Reading ##-1.

1-3-2 Next enter the first quarters reading. On 31.03.2003 the customer (origin 2) reportsconsumption (reading transaction type 03): 4000 copies A3 and 3500 copies A4 have

been made. Use description Reading ##-2.

1-3-3 Display the effects of the readings by looking at the (conditions) values on the Billing

Plan and Billing Plan Item tab.

What is the billing value for consumption in the first quarter of 2003?

Can you derive the value?

1-3-4 Use CRM Billing to bill the usage-based reading part of the contract (consumption offirst quarter).

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2-1 Working with a Single Pool Contract.

2-1-1 Create another UBB Service Contract with the individual object CM## 02 and other

than that, the same values as the first contract

Release the contract and save it.

Incept the contract.

Enter the readings of:

01.01.2003: 0 for A4 and A3.

31.03.2003: 2000 on A4 and 2500 on A3.

Create the billing document for this document as well for the usage period as you did forthe above contract.

2-1-2 Create a pool contract of type UBB Single Pool Con. for your customer ##Megastore.

Enter product SER_POOL with quantity 1.

Go to the item tab Billing Plan. Do you see any billing values?

Save the contract and note the number. ___________________

2-1-3 Link the two previously created contracts to the pool contract. Therefore open each UBBservice contract in change mode and execute action UBB: Assignment to a Pool

Contract. Choose 01.01.2003 as valid from date.

2-1-4 Take a look at the pool contract after the links have been made. Can you see the linkage

from the pool contract once the linkage is done?

Release the pool contract item.

2-1-5 Prebill the first quarter (01.01.2003 – 31.03.2003) of the pool contract.

• SAP Menu Service Usage-

Based Billing Prebilling

Pool Prebilling

2-1-6 Go back to the pool contract. Can you see a billing plan? Can you see the conditionsused?

2-1-7 Do billing of the pool contract. Do you bill a credit or a debit?

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SolutionsR-

Unit: Usage Based Service Contracts

Topic: Usage Based Service Contracts

1-1 Analyze master data that will be relevant in the Usage-Based Service Contracts scenario.

1-1-1 Check the service specific data of service product: SRV_USAGE_COPIER .

Which product category is assigned to the product?

Which item category group is assigned to the product?

What are the values for Contract Class and Usage Function Group?

SAP Menu Master Data Products Maintain Products

Choose Open product ( )

Product ID: SRV_USAGE_COPIER.

Product Category: SRV_UBB1

Choose tab Service.

Item category group: SRVP

Contract Class: 10 (Service)

Usage Function Group: 001 (Copier)

1-1-2 Have a look at product HT-1085 and the UBB specific conditions that have been

maintained for this product.

Open the product master data for HT-1085 and check which counters are linked

to this product?

Open Product ( ) HT-1085.

Choose the button Relationships and tab Counter .

Counter: 151 (A4)

Counter: 152 (A3)

Go to the condition maintenance and select all conditions for product HT-1085.

Which condition types and values do you find?

SAP Menu Master Data Prices and Conditions Maintain Conditions

Application: CRM

MaintenanceGrp: UBB_GCM

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In the fields tree mark Product ID.

Choose Select Records ( ).

Product ID: HT-1085

Choose Execute.

Condition Type: 2201 Value/Unit: USD 0,02 / COP

Condition Type: 2202 Value/Unit: USD 0,03 / COP

Condition Type: 2231 Value/Unit: USD 100 / Month

Condition Type: 2232 Value/Unit: USD 150 / Month

Condition Type: 2321 Value/Unit: 1000 COP

Condition Type: 2322 Value/Unit: 500 COP

1-1-3 Go to the counter administration and open both counters. Note the Counter Category,

Usage Function and the Planned Counter Value of both counters.

SAP Menu Master Data Counter Maintain Counter

Choose Counter Administration.

Choose Open ( ).

Counter ID: 151

Counter Category (Counter 1): 002

Usage Function (Counter 1): 0BW4

Planned Time & Unit (Counter 1): 6.450 / 1 month

Choose Open ( ).

Counter ID: 152

Counter Category (Counter 2): 002

Usage Function (Counter 2): 0BW3

Planned Time & Unit (Counter 2): 350 / 1 month

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1-2 Create a Usage-Based Service Contract and initialize (incept) it.

1-2-1 Create a contract of transaction type UBB Service Contract using these values:

SAP Menu Service Service Contracts and Service Plans Maintain

Service Contracts

Create a new service contract of type UBB Service Contract.


Product: HT-1085 Service Product: SRV_USAGE_COPIER (on the same row!)

Expand the item details and choose tab Object List .

Object ID: CM## 01

Take a look at the tab Billing Plan Item (on item level).

Can you derive the value of USD 250 per month for Service?

The value can be derived from the condition values for condition types 2231 and

2232 (USD 100 + USD 150) which represent a monthly fee for the copier.


No, there are no consumption values.

Choose tab Billing Plan Item. Choose tab Conditions.

Here you can see the condition types 2231 and 2232 and the corresponding values.

Expand the header data and choose tab General .

Choose the button Release Items.

Save the contract and note the number.

__________________

1-2-2 Use the Action Monitor in order to do an inception of the contract. Fill the Application

Key field with <* contract number> to only select actions relevant for your contract.

SAP Menu Service Action Monitor

Application Key: <*contract number>

Choose Execute.

Mark the action UBB: HEADER INCEPTION and choose Execute.

Analyze the effects of the inception.

a) Open the individual object and check the relationships.

SAP Menu Master Data Installed Base Display Installed Base

Enter your installed base number from the first exercise.

In the structure tree on the left mark the individual object you assigned to the

contract.

Choose the button Relationships..

Choose the button Ind.ObjecRelationships.

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Choose tab Counter .

Two counters from the product are now on the individual object.

b) Open the UBB contract and check the Billing Plan on item level. Do you seeconsumption values and can you derive them?


Service Contracts Choose Open, enter your contract number and confirm.

Choose item tab Billing Plan.

Choose tab Consumption.


Yes, there are consumption values, USD 327 per quarter.


From the dropdown list choose a Consumption item.

Counter A4 A3

Plan value ( 6450 COP / month 350 COP / month

Period 3 months 3 months

Sum of copies 19350 COP 1050 COP

Prebilled copies (2321/22) 3000 1500

(Sum – Prebilled) copies 16350 - 450

Price / COP (2201/02) USD 0,02 / COP USD 0,03 / COP

Sum USD 327 0

Click on the Status tab on item level (not on the Billing Plan Item level where

you are at the moment!) and notice that the status is set to UBB Contract.

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1-3 The copy machine was installed and the first consumption period is over. Readings have to

be entered.

1-3-1 First do the initialization reading. On 01.03.2003 a service employee (origin 1) installsthe copier (reading transaction type 01) with counter readings 0 (zero) Quantity for both

counters (A3 and A4). Use description Reading ##-01.

SAP Menu Service Usage-Based Billing Usage-Based Billing Enter

Readings

Business Transaction/Item: <<Your contract number>>

Click Open ( ).

Reading Valid As Of: 01.01.2003

Origin: 1 (Service Technician)

TrnsactnType: 01 (Installation)

Description: Reading ##-01

Click on ( Display Readings for All Count )

Counter Reading A3: 0


Choose ENTER.

1-3-2 Next enter the first quarters reading. On 31.03.2003 the customer (origin 2) reports

consumption (reading transaction type 03): 4000 copies A3 and 3500 copies A4 have

been made. Use description Reading ##-2.

Reading Valid As Of: 31.03.2003

Origin: 2 (Customer)

TrnsactnType: 03 (Consumption)

Description: Reading ##-02

Click on ( Display Readings for All Count )



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1-3-3 Display the effects of the readings by looking at the (conditions) values on the Billing

Plan and Billing Plan Item tab.


Service Contracts

Choose Open, enter your contract number and confirm.

Choose item tab Billing Plan.

Choose tab Consumption.


What is the billing value for consumption in the first quarter of 2003?

Consumption value USD 85 in the first quarter.

Can you derive the value?


From the dropdown list choose Consumption item 01.01.2003-31.03.2003 .

Counter A4 A3

Volume (Consumption

reading)3500 COP 4000 COP

Prebilled copies (2321/22) 3000 1500

(Volume– Prebilled) copies 500 2500

Price / COP (2201/02) USD 0,02 / COP USD 0,03 / COP

Price USD 10 USD 75

1-3-4 Use CRM Billing to bill the usage-based reading part of the contract (consumption of

first quarter).

SAP Menu Service Billing Maintain Billing Due List

Document Number: <your contract number>

Choose Execute.

Expand ( ) your contract item.

Mark the list item with the billing item category UFPU (and value USD 85) and

select Individual Billing ( ).

Choose Save.

Optional:

Go back to the contract. On the item level choose Billing Plan Item.

From the drop down list choose the Consumption item 01.01.-31.03.2003.

Show the Status tab.

The status should be Fully Invoiced .

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2-1 Working with a Single Pool Contract.

2-1-1 Create another UBB Service Contract with the individual object CM## 02 and other

than that, the same values as the first contract

Please refer to the solutions of the previous exercises and do the following steps:

- create a UBB Service Contract

- add individual object CM##02 to the object list on item level

- release the items and save the contract

- incept the contract using the Action Monitor

- enter installation readings 01.01.2003: 0 for A4 and A3.

- enter consumption readings 31.03.2003: 2000 on A4 and 2500 on A3.

2-1-2 Create a pool contract of type UBB Single Pool Con. for your customer ##Megastore.

Enter product SER_POOL with quantity 1.


Service Contracts

Create a Pool Contract Single Pool Con.


Product: SER_POOL

Quantity: 1

Choose ENTER.

Go to the item tab Billing Plan. Do you see any billing values?

No, there are no billing values.

Save the contract and note the number.

___________________

2-1-3 Link the two previously created contracts to the pool contract. Therefore open each UBB

service contract in change mode and execute action UBB: Assignment to a Pool

Contract (100). Choose 01.01.2003 as valid from date.


Service Contracts

Open your first UBB service contract.

Choose the Actions icon ( ).

Choose UBB: Assignment to a Pool Contract (100).Valid From: 01.01.2003

Transaction ID: <your first contract number>

Choose Start .

Choose ENTER.

Save the contract.

Repeat the steps for your second UBB service contract.

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2-1-4 Take a look at the pool contract after the links have been made. Can you see the linkage

from the pool contract once the linkage is done?

Choose Open ( ) and enter the pool contract number.

Choose item tab Control Data (UBB).

You see the two UBB service contracts linked here.

On the item tab Status select the status Released.

Save the pool contract.

2-1-5 Prebill the first quarter (01.01.2003 – 31.03.2003) of the pool contract.

SAP Menu Service Usage-Based Billing Prebilling Pool Prebilling

Pool Contract Number: <your pool contract number>

Billing Doc. Created On: 01.01.2003 to 31.03.2003

Choose Execute.

2-1-6 Go back to the pool contract. Can you see a billing plan? Can you see the conditions

used?

Choose tab Billing Plan Item.

Notice the status is For billing and that prebilling has happened (Status Prebilled )

Look at the tab Conditions.

Notice the 500 copies in due that will equal 10 USD (Condition 2491).

2-1-7 Do billing of the pool contract. Do you bill a credit or a debit?

Maintain the Billing Due List.

Enter the document number of your Single Pool Contract, do a drop down, mark

the item choose Individual Billing and save.

You should get a credit of 10 USD with the billing item type UFSP.

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Service Order Management



Individual Objects


Service Contracts

4. Service Plans





9. In-House Repair

10. Warranty Claims

11. Case Management

Units

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Service Order

Resource Planning

Service Confirmation

Amount Allocation

Service Billing

Controlling Integration


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Explain the basic functions of service order processing

Use the resource planning application to assign service employees to

service tasks

Process service confirmations

Describe CRM Billing options for service processes

Service Order Management: Unit Objectives

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Service Order Management: Business Scenario

Support of the Complete Service Processing

Lifecycle from Service Quotation Creation toBilling

A single, powerful, yet user-friendly document

supports the call center agent or service technician to

perform the daily business

Even the most varied and complex of service

scenarios can be structured within the service order

and planned within the Resource Planning Tool

The full information is available for the field

technicians to perform the services on site and report

confirmation data

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Create and

communicate

quotationMake inquiry

7

44

2 3

5

1

8

6

Convert

quotation into

service order

Accept

quotation

Execute

assignment,

performconfirmation

Create and

optimize

assignmentsApprove

confirmation,assign costs

Bill customer,

perform analyses

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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

Tool 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 orchange 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.

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A service product item is a product of type

Service.

A service product item describes the servicethat 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.

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A spare part item is used to plan, control, and

document the required spare part components.

A spare part item is a product with type Material.

The spare part item informs the technician which

spare part is required for the service process.

A spare part item can be assigned to a service

contract.

Spare Part Item

The technician’s stock is represented by a• Technician consignment stock in SAP R/3 (SAP ECC)

• Customer consignment stock in SAP R/3 (SAP ECC)

• Storage Location in SAP R/3 (SAP ECC)

In SAP R/3 (SAP ECC) you define, which logistics scenario you would like to use:

• SAP Customizing Implementation Guide → Integration with Other mySAP.com Components →

Customer Relationship Management → Settings for Service Processing → Logistics Integration → Create and Change Logistics Scenario for Material Withdrawal

It is possible to create purchasing documents for CRM Service spare part items.

• SAP Customizing Implementation Guide → Integration with Other mySAP.com Components → Customer Relationship Management → Settings for Service Processing → Logistics Integration →

Set Purchasing Document Types for CRM Logistics Integration

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Tool Item

An item that is used when a service order is

carried out, but which is not consumed itself.

A tool item is a product with type Material.

You can enter tools in service order templates,

service orders and service confirmations.

You can enter tools for service orders and service confirmations in order to bill them to your customersand to determine and allocate internal costs. You can enter the number or the duration of use.

You enter individual tools as individual objects in SAP CRM

It is recommended to create a specific product category for Tools.

Standard item categories SRTT (service order template) SRQT (service quotation) , SRVT (service

order) and SVCT (service confirmation) are provided.

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Within a service process, a sales product item is

used to sell a required spare part.

The sales product item informs the technicianwhich 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 ordernumber 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 the ERP system.

• Business partner and products of the type material exist also in the ERP system.

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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.

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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 aservice 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. Thisimplementation 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 to

the 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.

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Different settings according

to business transaction category


Dependent of leading business transaction category


Assign business transaction categories




Service Process Customizing: Header

The standard transaction type for service transaction is SRVO. The standard transaction type for serviceconfirmation is SRVC . You can define your own transaction types in Customizing. For each transaction

type, you can define the different attributes that are required for a business process.

Attached to Transaction Type:

• Text determination procedure

• Partner determination procedure

• Status profile

• Organizational data profile.

• Date profile

• Action profile

• Number range

• Early number assignment: The number is created before saving the transaction.

• Increment item number

Each transaction type is assigned to a leading business transaction category. Service transaction is a

business transaction category of its own.

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Sales:

Document pricing procedure

Credit check

Service:

Warranty Check Profile

Subject Profile

Show Counter

Business Activity:

Category

Calendar relevance

Priority

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.

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Sales:

Billing relevance

Pricing relevance

Credit Group

Quotation / Order Item

Service:

Resource Planning Relevance

Confirmation Relevance

Relevance to Costs

Service Type

Valuation Type

Subject Profile

Show Counter

Business Transaction Category: Item

Billing relevance: • Not relevant for billing

• Billing after confirmation

• Order-related billing according to order quantity

• Order-related billing according to delivery quantity

• Delivery-related billing

Pricing relevance: Price determination is activated for each item category using this indicator.

Resource Planning: This indicator controls whether or not a service product item displays in resource

planning. If a service product item is relevant to resource planning, a requirement is generated for it.

Confirmation: This indicator controls whether a service process item is relevant for confirmation.

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Only certain combinations are permitted

Customizing at item level:


Item attributes and characteristics:Controlling attributes

Item object type

Define item category:

Service Process Customizing: Item

The following predefined item categories are contained in the standard CRM system and can be usedfor 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.

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.

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Basic Functions & Master Data

Damage/Cause Codes

Codes can be entered both at

header 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 headerlevel 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

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Contract Determination/Warranty Check

Contract Determination

The system checks automatically during

creation of the service order whethercontracts 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

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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

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)

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Qualification Integration: Features

Qualification Requirements

Service orders and service order items can contain qualification

requirements

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)

Installed Base Component,

Service Product

Individual Object

Qualifications

Can be fulfilled by human resources (e.g.

employees)

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).

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Resource Planning: Topic Objectives

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

Understand how to create resource planning relevant master data

Use the resource planning application

Describe the system landscape and relevant components

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The Resource Planning Application enables Resource

Planners to effectively manage, assign, and monitor

work to be performed by their service employees.

Resource Planning

Resources Demand

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 itcan 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.

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Resource Planning System Landscape

mySAP

CRM

Business Object Layer

RFC Communication via BAdIImplementation CRM_SRV_SDL_RFC

RFC Communication via BAdI

Implementation CRM_SRV_SDL_WFM

BAdI CRM_SRV_SDL

WFD Server

Third PartyScheduler

SAP Exchange Interface (XI)

e.g. XML http/https

RFC Communication via BAdI

Implementation CRM_SRV_SDL_WFDS

ResourcePlanner

Application

WFM Core Add-On

The Workforce Deployment Server (WFD) is part of the Workforce Management (WFM) Add-on 200.

Please refer to note 947558 (“CRM 2005: Service Resource Planning Additional Upgrade Info”) if youare upgrading from CRM 4.0.

It is possible to use external scheduling engines for resource planning of CRM service order items.

• SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for

Service Processes → Settings for Service Resource Planning → Notes for the Integration of

CRM/Scheduling Engine/HR

Use transactions SE18 (BAdI Builder) and SE19 (BAdI Implementation) to get information on the

CRM_SRV_SDL Business Add-In and its implementations.

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Resource Planning Application (RPA)

Service employeesand their availability

Service demands

Assignments

Personalize

Resource planning functions supported within a web-based tool in the customer-centric environment

Users supported in the role of service resource planner to schedule and dispatch either order-based or project-based demands

New and enhanced functions include support of flexible resource and demand searches, ability to find

the most suitable resource for a selected demand, and consideration of additional business partner

attributes

Personalization options:

• Time (time zone; time unit; days per week; first day of week)

• Distance (Kilometers, Miles)

• Search (default search variants; default resource view; default staffing level)

A new portal role Service Resource Planner is provided.

The Resource Planning Tool (RPT) is still available.

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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

CRM

Employee

qualification

data

Existing HR employee

qualifications can be created

using ALE in CRM

Basic availability data (work

schedule) can be defined at

Business Partner/service

arrangement level via time-

dependent templates

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

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Resources

Employees Service Providers

Service Arrangement

Availability (templates)

Location (Geo-Code)

Service Area

Job Function

Qualification

Resources can directly be created via the Employee or Service Provider BSP (see slide). The resource isimmediately available for scheduling. It is not necessary to run a report (like in CRM 4.0).

The Service Arrangement tab contains resource planning relevant information:

• Availability: The days and times when the employee can be scheduled to meet a demand. The

availability times can be entered manually or via a predefined template.

• Location: Address of the individual employee or of the organization to which the employee belongs

to. Geo-Codes have to be used.

• Service Area: You use this to define the resource’s service area. A service area is a smaller grouping

of locations beyond the organizational structure identified as being available for resources to service.

Resources can be assigned to both a first-line area of service ( Primary Service Area) and a secondary

area of service ( Alternative Service Area). Example: ZIP Code• Job Function: Defines where the resource can be scheduled. Job functions might have further

granularity based on a level.

• Qualification: The employee’s qualifications and the proficiency level for each qualification.

IMG Settings (excerpt):

• Workforce Deployment → WFD Server → Business Settings for WFD Server → Resource Settings

→ Service Resource Planning

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Resource Overviews

Weekly View

Daily View

Gantt View

Weekly View:• A resource list where each day of the week is a column with a row for each resource. You can choose

from a series of data display options for each day’s cell data.

• Cell content data types:

- Assigned / available; booked / available; remaining; customer name; demand description; location

description; description of time allocation type

- You see an asterisk (*) at the end of the values contained in the cells “assigned/available”,

“remaining”, “booked / available” and “booked remaining” when the cells refer to external

resources with overall capacity as this information is not per day but per contract duration.

• You can enhance or modify the cell content and column data you see in the weekly view by

choosing: SAP IMG→

Customer Relationship Management→

Workforce Deployment→

Service Resource Planning→ Basic Settings→ Business Add-Ins (BAdIs)→ Business Add-In: Resource List

Display.

Daily View:

• The view provides an overview of resources and their assignments, time allocations and overall

availability within the period of one day.

Gantt View: (see note 817713 for details on the availability of the Gantt view).

• The view provides a graphic representation of resources and their assignments, time allocations and

overall availability within the selected period.

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Demands

Item 10: Repair - 2 hours

Item of type Service Process

Item has status Released

Item is flagged as Resource Planning relevant

Service Order

Prerequisites:• Define Demand types, e.g. Service Order Demand, Project Demand

- SAP Implementation Guide → Customer Relationship Management→ Workforce Deployment →

Service Resource Planning → Basic Settings → Specify Demand Types for Resource Planning

• Define a Scheduling Engine, e.g. WFDS (RPA in CRM) or CRM_SRV_SDL_RFC RFC (external

scheduling engine)

- SAP Implementation Guide → Customer Relationship Management→ Workforce Deployment →

General Settings for Service Resource Planning → Select Scheduling Engine

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Assignment Processing

1.

2.

3.

Creating an assignment (see slide).• In Resource Overview select a resource

• In the Demand Overview select a demand

• In the Assignments section choose Create

You can display and change an assignments as well as an assignment list

The following process options are available when switching to an assignment header:

• Apply / Cancel

• Notify resource / notify customer

• Create a note• Delete

• Delete Groupware appointment

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Additional Features

Alert Management:

Possibility to trigger alerts via actions.

Resource capacity/interval times available check

Resource finishing project – capacity check (New)

Assignment when unavailable (New)

Qualification mismatch

Staffing of project roles (New)

Authorization Concept:

Possibility to flexibly define for which resources the service resourceplanner may perform scheduling based on the following resourceattributes:

Internal/external employees

Job function

Service area

Organizational unit

Workforce Management Analytics

Alert Management details:• Resource capacity/interval times available check: Triggered when a resource has completed his or

her last assignment for the day, but still has availability for working on additional demands

• Resource finishing project – capacity check: Triggered when a resource is approaching the end of his

or her project assignment and requires new assignments to be created; for example, two weeks before

project assignment is going to finish, one week before, and then a weekly reminder until consultant is

assigned to a new project

• Assignment when unavailable: Triggered when a resource is not available for performing an

assignment that has already been created (for example, resource is absent due to illness and new

absence record is transferred from HR)

• Qualification mismatch: Triggered when mandatory qualification, or skill requirements are notfulfilled for an assignment

• Staffing of project roles: Triggered if required effort is not covered, partially covered, or exceeded

Note: In CRM 5.0 the qualification mismatch alert does not include job function, as the job function isnot currently part of the demand object.

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Appointment Scheduling

Appointment Interval: 08:00 - 10:00

Appointment intervalgroup “Morning”

08:00 - 10:00

10:00 - 12:00

Appointment intervalgroup “Afternoon”

14:00 - 16:00

16:00 - 18:00

Appointment intervalgroup “Whole Day”

08:00 - 10:00

10:00 - 12:0014:00 - 16:00

16:00 - 18:00

8 9 10 11 12 13 14 15 16 17 18

Assignment: 09:00 – 13:00

Appointment Scheduling: Enables the customer to be provided with a choice of possible appointmentswhen a service assignment can be performed by a service employee at the customer site

Customizing of Appointment Scheduling


Service Processes → Settings for Service Resource Planning → Appointment Scheduling →

Scheduling Strategy

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Qualifications

Employee Qualifications

Describe the person’s the skills and licenses

Qualification Requirements

Are linked to

Business Partner (Main Partner)

IBase / Individual Object or

Service Product

It is possible to specify in Customizing how qualification

requirements should be determined in business transactions

Qualifications and Catalogs are maintained in Customizing:• SAP Implementation Guide → Customer Relationship Management → Workforce Deployment →

Service Resource Planning → Qualification Management → Maintain Scales

• SAP Implementation Guide → Customer Relationship Management → Workforce Deployment →

Service Resource Planning → Qualification Management → Edit Qualification Catalog

Qualification


Service Processes → Settings for Service Resource Planning → Qualifications→ Define Parameters

for Qualification Requirements in Transaction


Service Processes → Settings for Service Resource Planning → Qualifications→ Define Parameters

for Qualification Requirements for Item Category

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).

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Service Confirmation: Topic Objectives


Create service confirmations

Describe the integration for service confirmation

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Create andcommunicate

quotation

Make inquiry

7

4

2 3

5

1

8

6

Convert

quotation into

service order

Accept

quotation

Execute

assignment,

performconfirmation

Create and

optimize

assignmentsApprove


Bill customer,

perform analyses

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A confirmation enables you to confirm not

only services and materials but also travel

and working times, and expenses for servicesfulfilled.

mySAP CRM offers full integration capabilities

so that subsequent processes in the ERP

backend system can be triggered

automatically.

Confirmations can be created online, via

mobile devices, via Internet or via Interaction

Center.

Confirmations that have been created offline

and uploaded to the mySAP CRM system can

be changed or completed.

Confirmation: Definition

A service confirmation is a business transaction used to enter the actual work performed and materialsconsumed within the context of a service process.

You can use service confirmations to enter working times (including travel time and overtime), distance

traveled, service products, and spare parts.

Confirmation reference document:

• Confirmations with or without a reference to a service process can be created and processed

• The planned working time in a service product is the proposal for confirmation

• Unplanned service confirmation items can be entered within a service confirmation

Confirmation volume:

• More than one confirmation is possible for a service process

• A service confirmation can include more than one service confirmation item

• Multiple assignments can be confirmed at the same time

The confirmation follow-up processes can be divided in:

• Internal processing in SAP ECC / SAP R/3

• External processing in CRM Billing

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Service

Process

Confirmation

1

Confirmation

2

Confirmation

3

Billing

Document

Service Confirmations with Service Process

You can create service confirmations with reference to service processes to enter the actual times andspare parts required for the completion of a service process. Prerequisites: The service process has the

status Released . You have made the settings necessary for copying control and have entered the date

type SRVC_ACTUAL (start of work/end of work) in the date profile.

Procedure: Open the service process for which you want to enter a confirmation and generate a

confirmation by creating a follow-up document. The confirmation screen appears. All service process

items (service products and spare parts) that can be confirmed are offered for selection. If resource

planning assignments exist for a service process, you are offered the relevant assignments for

confirmation instead of service product items. If necessary, change the actual quantities and transfer the

service or spare part items to the confirmation. Create any additional items in the confirmation that

were not part of the service process. If required, enter the service and valuation type for the confirmed

services. You use these types to differentiate between services for billing and controlling purposes.

Enter the damage code and/or cause. Set the status Completed and save the confirmation.

Result: Confirmed service items appear in the service process with the status Confirmed . Confirmed

assignments appear on the Assignment tab page of the service process with the status Completed . All

subsequent processes are triggered.

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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 is

displayed in the confirmationwhen linked items are

confirmed:

Hierarchy

structure is not

shown in item

structure

Hierarchystructure

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.

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Confirmation1

Confirmation

2

Confirmation

3

Billing

Document

Service Confirmations without Service Process

Using service confirmations without service process, a service employee can perform a service forwhich there 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.

A service confirmation without a preceding document triggers CO-Integration.

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Service Confirmation Additional Information

Service type

Enables working times to be differentiatedfor billing, 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

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Time and Material Confirmation Items

Service Product

e.g. Repair, Maintenance,

Consulting

Spare Part

e.g. hard disk from van

stock

Material

Withdrawal

CATS TimeData

Follow-up

document

Expense Item

e.g. hotel receipt

CO

Reposting

Service product item: contains a product of the type Service. If the service product item contains a time

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

can be created in ERP.

• Each product for spare part items has a corresponding material master in SAP ECC / 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 ERP

IMG

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ERP System

Costs

Salary

Material

Stock

WFM Core

Resource

Planning

CATS

CRM Billing

Billing Due List



Spare Part Item

Delete

Demand

Create CATS

document

Create material

document

Follow-up Action From Confirmation

Expense Item CO

Reposting

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 ERP 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.

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Follow-Up Processing: CATS

HR CO

Time Confirmation

Transfer to mySAP

Human Resources

(Report CAT6)

Transfer to mySAP

Financials

(report CAT7)

Determination of the Controllingobject / 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

CATS DB

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 ECC / SAP R/3

master data into 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.

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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 ECC / 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

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Expense Confirmation: CO Reposting

Cost

Center CO Object

Expense

Confirmation

Determination of the Controllingobject / profitability segment

Determination of cost center

based on the personnel ID

Determination of cost element

based on customizing mapping

Status of confirmation is

completed

CO Reposting

CRM

Middleware

Receipt

The Service Technician reports an expense (e.g. hotel receipt) and is compensated through his costcenter.

A CO Reposting from Cost Center to CO Object (e.g. internal order) takes place.

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Amount Allocation: Topic Objectives


Create an amount allocation for services that have been performed

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Create andcommunicate

quotation

Make inquiry

7

4

2 3

5

1

8

6

Convert

quotation into

service order

Accept

quotation

Execute

assignment,

performconfirmation

Create and

optimize

assignmentsApprove


Bill customer,

perform analyses

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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.

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Amount Allocation

Confirmation BillingOrder

Billing

Document

Release

Amount

Allocation

When Does the Process Take Place?

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Amount Allocation Process

For items released for billing

Billing-relevant items from the

service order and

confirmations

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

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Splitting of Items

10 Repair 100 Hours 1000 Euros

40 % 60 %

Customer Insurer

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 by:

Percentage

Value

Quantity (only on item level)

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Grouping of Items

Material 50% Customer

50% Insurer

Service 20% Customer

80% Insurer

10 Repair 100 Hours

20 Tires 4 Pieces

1000 Euros

400 Euros

Rule for Amount Allocation

Items in the Order

Rule is inherited

Definition:

Grouping of items links items together and provides them with thesame split and billing information

The grouping term can be entered on header or item level

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

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Service Billing: Topic Objectives


Create billing documents for services that have been performed

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CRM Billing: the central component for billing time, materials and

expenses for services performed

CRM Billing can be used for order-related billing

Resource-Related Billing: bill services according to confirmed

services and materials

CRM Billing

Standard CRM service processes are CRM Billing relevant.

A sales order is created in the ERP system for sales items so that these items can be delivered usingSAP ECC / SAP R/3. The sales item should be flagged as not billing relevant in ERP. Billing for these

items thereby occurs in the CRM system using CRM Billing.

You can choose between flat-rate billing and resource-related billing or combine both ways.

Prerequisites for CRM:

• Pricing must have occurred for billing to take place. Pricing occurs in all service documents

according to the general pricing for the CRM System.

• You have made settings in the business transaction category Sales in Customizing for the item

category. These settings define whether and, if yes, how billing should occur.

• Billing data is updated for accounting from CRM Billing.

• In each case, revenue is updated in the relevant controlling object, an internal order or a profitability

segment.

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Transaction-related

Transaction-related

after confirmation

Transaction-related

according to

delivery quantity

Delivery-related

Billing Options



Spare Part Item

Service Process


Spare Part Item

Sales Product Item

Expense Item

Expense Item

Billing

Due

List

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 theorder 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.

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External Billing of Service Transactions (ERP Billing)

Service Contract

Service Order


Pricing = ERP Pricing

Products = ERP Materials

Billing relevance = External

billing

Debit Memo Request

billing relevant item

billing relevant item

…

SAP CRM SAP ECC / SAP R/3

External Billing of Service Orders and Service Confirmations• Data is transferred to ERP when an order or confirmation is set to Completed .

• You can cancel invalid items by specifying a reason. The cancellation reason is transferred to ERPthrough item category mapping, and either the relevant debit memo request item is automatically

canceled or, if the item has already been billed, a credit memo request is created.

• After data transfer, you can cancel or reject transactions in SAP CRM. If it is no longer possible to

cancel individual items later on in the process, for example because an invoice has already been

created for a debit memo request, you can create a credit memo request in ERP to reverse a debited

amount.

External Billing of Service Contracts

• Billing request items generated by a billing plan are transferred automatically to ERP. Servicecontract items that are relevant for billing are transferred when contract data is updated and a

contract item is marked as Released .

In a standard CRM it is not possible to use ERP Billing for transactions of type Complaint or In-House

Repair.

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Synchronize pricingtep

Synchronize master datatep 2

Customizing of CRM item categoriestep 3

Customizing of ERP sales orderstep 4

Mapping of transaction datatep 5

Customizing and condition records

Business partners and material master

Set billing relevance to External billing

Set billing relevance

CRM transaction type = ERP sales document type

CRM item category = ERP item category

ERP Mapping-Customizing (→ notes)

Prerequisites for ERP Billing

Modification of CRM Service Transaction Data Before Transfer to ERP

You can influence header and item data, such as partners and conditions, before it is transferred to ERP.

To do this, create an implementation of the Business Add-In (BAdI) CRM_EXT_BILLING ( Influencing

Data from Service Processes for Billing in ERP ). You can find this BAdI in SAP CRM Customizing

under Customer Relationship Management → Transactions→ Settings for Service Processes→

Business Add-Ins. For more information, see the documentation for this BAdI.

Modification of Sales Order Data in ERP Before Data Import

You can modify data such as the order reason, billing block, partner, and conditions.

To do this, create an implementation of the BAdI SRV_BILLING_CHANGE. You can find this BAdI

in Customizing for your Plug-In or SAP ERP system under Integration with Other mySAP.com

Components→ Customer Relationship Management→ Settings for Service Processing→ Billing Integration→ BAdI: Influencing Data for External Billing of CRM Service Documents.

Mapping of transaction types and item categories (in ERP System):

• SAP Customizing Implementation Guide → Integration with Other mySAP.com Components →

Customer Relationship Management → Settings for Service Processing → Billing Integration →

Map Transaction Types and Item Categories

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Service Controlling: Topic Objectives


Describe the options for controlling integration

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mySAP Financials Integration enables

smooth communication between SAP CRM

and SAP ECC / 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 ERP system. 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 ERP 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.

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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 mustreplicate 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 ERP Controlling are

defined using the business scenario

• There is the business scenario for CRM Service and for CRM Sales

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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 ECC / SAP R/3, the single object controlling´s level is defined for each relevant transactiontype, service unit, 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 to SAP ECC / 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 ERP (based on the CRM

customizing) and

• Defining some transformation in the Plug-In customizing.

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Additional Features for Single Object Controlling

Additition Features for Single Object Controlling

Planned Costs and Revenues Accounting Indicator

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 aservice 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 serviceorders or confirmations

• Integrates reporting for the controlling of internal orders

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Controlling for Account Assignment

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

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CRM

R/3

Availability Information

(On plant Level)

Service Order

Service Item

Spare Part 1

Spare Part 2

ERP

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 ERP is possible.

Reservation

• You can create a reservation after saving the service order.

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Valuation Types for pricing, for example

Junior consultant

Senior consultant

Service Types for pricing, for example

Weekend time

Night time

Settings for Service Processes

Valuation types are used as a basis for the pricing of services.

For example, you can define different prices depending on the qualifications profile for individualservice representatives.

Service types represent the basis for pricing and are used to differentiate a general product master for a

service with regard to its price. You can do this using an absolute or percentage markup or discount.

Example: Working time on the weekend is marked up by 20% and working time on a public holiday by

50%. Therefore, you can specify a basic price of 100 EUR for the repair time for a washing machine

and use markups to define that the service costs 120 EUR on the weekend and 150 EUR on a public

holiday.

The following two prerequisites must be fulfilled to ensure that pricing works:

• The service type must be entered in the corresponding transaction item.

• A condition must be available that takes into account the service types.

If you transfer confirmation items to ERP as CATS documents and want to determine different

attendance and absence types, depending on the service types, you must specify the service types

accordingly and assign attendance or absence types to the service types in Customizing for the relevant

ERP system.

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Replication of CRM data to ERP :

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 andconfirmations) that you want to use for Controlling in ERP.

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. Thereare 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

• Controlling for Account Assignment

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 .

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Service Order Management: Unit Summary


Explain the basic functions of service order processing

Use the resource planning application to assign service

employees to service tasks

Process service confirmations

Describe CRM Billing options for service processes

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Exercises

Unit: Service Order Management

Topic: Service Order


• Create a new transaction type for service orders

• Create and process a service order

You make yourself familiar with service order management

functions and create you own transaction type for service orders.

These service orders will further be processed.

1-1 Create a new transaction type for service orders and adapt it so that it meets yourrequirements. After completing the necessary customizing steps, test you new transaction

type.

1-1-1 Create a new transaction type ZS## for Service Orders. Copy the existing entry ZSE1

and enter the following data:

The standard transaction type for service orders is SRVO.For training purposes you copy ZSE1.

Transaction Type: ZS##

Description (short): ##Service Order

Description (long): ## Service Order

1-1-2 Since you would like to enter different kinds of products, maintain item category

determination for the newly created transaction type.

Transaction

Type

Item Category

Group

Item Category

Usage

Main Item

CategoryItem Category

ZS## Service item ZSRP

ZS## Standard item SRVM

ZS## Driving Time ZDRT

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1-1-3 Analyze the item categories ZSRP and SRVM that will be used within service orderslater on.

What are the item object types of those item categories?

Which item category is resource planning relevant?

Which item category is confirmation relevant?

1-1-4 Replicate service characteristics (Transaction Types) relevant to ERP controlling.

SAP Implementation Guide Customer Relationship

Management Transactions Settings for Service

Processes Integration Replicate Service

Characteristics Relevant to Controlling

2-1 Test your settings and create a service order of type ##Service Order (ZS##).

2-2-1 Enter the following data:

Description: ##First Serviceorder


Product (Service): SRV1_4

Quantity: 2 AU

Product (Spare Part): R-1130

Quantity: 1 PC

If a service contract is determined, assign the service order items to it.2-2-2 Create a second service item with product SRV1_6, quantity 1. What difference to the

first service item do you observe?

2-2-3 Check for resource planning - and confirmation relevance for all line items.

2-2-4 How can you integrate service order templates (predefined repair steps and necessary

spare parts) into service order creation?

2-2-5 Where can you specify the number of persons necessary to perform the service?

2-2-6 Who is the responsible service technician group for the service item(s)?

2-2-7 Can you add tool items to the service order? Why or why not?

2-2-8 Release all items, save the service order, note the number and add it to your favorites.

_________________

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Exercises


Topic: Resource Planning


• Understand resource planning relevant master data

• Start and personalize the Resource Planning Application(RPA).

• Create an assignment for a service order item.

The Resource Planning Application (RPA) allows a resource

planner to assign the service technician(s) to the service tasks. Itoffers several functions to optimize assignment processing andallows the resource planner to monitor the assignment status.

3-1 Log on to the portal as a resource planner and find the business partner Lou Windham.

Display the details of the employee and check resource planning relevant data.

3-1-1 What are the general availability times of Lou Windham?

3-1-2 When maintaining availability times it is possible to use templates which are defined in

customizing. Check the content of the template STANDARD. Which rules are included? SAP Implementation Guide Customer Relationship

Management Workforce Deployment WFD Server

Business Settings for WFD Server Resource Settings

Define Availability Templates

3-1-3 What are the qualifications of Lou Windham?

3-1-4 Is Lou Windham assigned to a service area? What is the purpose of service areas and

where are they defined?

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4-1 Call the Resource Planning Application (RPA) and make yourself familiar with it.

Before you start to use this application, you would like to personalize several settings.

4-1-1 Use the general personalization (top right) settings within the RPA and set the timezone to Mountain Time (Denver) - 7 hours. Make Monday the first day of the week.

4-1-2 Create two selection variants for the Resource - and the Demand Overview.

a) Open the Advanced Search and list all Resources that belong to organizational unitUS Service Employee Group 1.

Save this selection as Team1_R## and close the Advanced Search.

b) Open the Advanced Search and list all Demands that belong to organizational unit

US Service Employee Group 1.

Save this selection as Team1_D## and close the Advanced Search.

4-1-3 Optionally you can assign both variants as defaults in the general personalizationsettings.

4-1-4 List both resources and demands with the newly created selection variants and for the

Repair item create an assignment for service technician Lou Windham. Overwrite thedefault begin and end date/time and choose a 30 minutes slot in the near future, e.g.tomorrow or the day after tomorrow.

Set the assignment status to Assigned and notify the service representative via e-mail.

Overwrite the default e-mail address and enter crm-##[email protected] .

This e-mail will appear in the Business Workplace (SAP GUI) of user CRM-##.

4-1-5 Using the Staffing Level, change the selection of demands and only list items that arenot staffed yet. Your service order item should no longer be visible.

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Exercises


Topic: Service Confirmation


• Maintain copying control Service Order to ServiceConfirmation

• Create a service confirmation

• Understand the ERP integration into the Cross-ApplicationTime Sheet

Service technicians create service confirmations as follow-updocuments to service orders in order to report actual duration ofserivce tasks, the usage of spare parts and possible expenses.

5-1 Create a service confirmation with reference to your service order. Transfer all

confirmation-relevant items.

5-1-1 In Customizing maintain copying control for transaction types and create a new entry. It

should be possible for your new service order transaction type ZS## to create a follow-

up Service Confirmation (ZSEC).

In this case it is not necessary to maintain copying control for item categories since

predefined item categories are used and copying already is maintained.

5-1-2 Before you can confirm the service item, go to the resource planning application and

change the status of the assignment to Released.

5-1-3 Create a follow-up Service Confirmation, transfer all confirmation-relevant items and

enter the following data:

Executing Service Employee: Lou Windham

Change the order quantity of the repair item to 1 AU.

5-1-4 In customizing (of the ERP system) check the integration settings relevant for the Cross-

Application Time Sheet (CATS).

Which ERP data entry profile is used for service confirmations transferred from SAP

CRM?

Which activity types are derived for the confirmation item repair and for the driving

time?

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Exercises


Topic: Billing


• Create a billing document for a Service Confirmation

The standard CRM serivce processes are CRM billing-relevant.

After the service technicians have completed the serviceconfirmations, it is possible to process the billing due list in order

to create billing documents (in SAP CRM).

6-1 Standard CRM service processes are CRM billing-relevant. Create a billing document in

the CRM system and check for successful ERP transfer.

6-1-1 Maintain the billing due list and create a billing document for the service confirmation

your created earlier.

Can you explain the billing value for the repair item if you compare it with the service

confirmation?

6-1-2 Check the document flow of the billing document. Do you see accounting documents?

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Solutions


Topic: Service Order

1-1 Create a new transaction type for service orders and adapt it so that it meets yourrequirements. After completing the necessary customizing steps, test you new transaction

type.

1-1-1 Create a new transaction type ZS## for Service Orders. Copy the existing entry ZSE1

and enter the following data:

SAP GUI:

SAP Menu Architecture and Technology Configuration Customizing

Choose SAP Reference IMG .

SAP Implementation Guide Customer Relationship Management Transactions

Basic Settings Define Transaction Types

Choose the button Position.

Transaction Type: ZSE1

Choose ENTER, mark the entry and choose Copy As ( ).

Transaction Type: ZS##Description (short): ##Service Order

Description (long): ## Service Order

Choose ENTER to start the copy process.

Confirm the pop-up and save the data.

1-1-2 Since you would like to enter different kinds of products, maintain item category

determination for the newly created transaction type.


Basic Settings Define Item Category Determination

Choose the button New Entries and enter the the data given in the exercise.

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1-1-3 Analyze two item categories ZSRP and SRVM that will be used within service orders

later on.


Basic Settings Define Item Categories

Choose Position.

Item Category: ZSRP

Mark the entry and choose Details ( ).

Item Object Type: CRM Service Product Item

In the structure tree on the left double-click Assignment of Business Transaction

Categories.

Choose Service Process.

In the structure tree on the left double-click Customizing Item.

What are the item object types of those item categories?

The item category is both resource planning and confirmation relevant.

Repeat the steps above for item category SRVM.

Item Object Type: CRM Service Material Item.

The item category is confirmation relevant.

1-1-4 Replicate service characteristics (Transaction Types) releavant to ERP controlling.


Settings for Service Processes Integration Replicate Service Characteristics

Relevant to Controlling

Mark Transaction Types and choose Execute ( ).

2-1 Test your settings and create a service order of type ##Service Order (ZS##).

2-2-1 SAP GUI:

SAP Menu Service Maintain Service Processes

Create a Service Process ##Service Order.



Choose the button Item Details.Choose tab Services.


Quantity: 2 AU

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Choose tab Spare Parts.


Quantity: 1 PC

If a service contract is determined, assign the service order items to it.

PC UI:

Choose Service Processing Service Orders.

Choose New 20Service Process.



Choose tab Products and Add Entry.


Quantity: 2 AU

Confirm the entry and choose Add Entry again.


Quantity: 1 PC

2-2-2 Create a second service item with product SRV1_6, quantity 1. What difference to the

first service item do you observe?

SAP GUI:

Choose tab Services.


Quantity: 1 H

The item category is ZDRT and the field Service Type has a default value S5 (Driving

Time).

PC UI:

From the drop-down list choose Services.

Choose Add Entry.


Quantity: 1 H

The item category is ZDRT and the field Service Type has a default value S5 (Driving

Time).

2-2-3 Check for resource planning - and confirmation relevance for all line items.

SAP GUI:Check the corresponding flags in the Item Details.

The service item Repair is resourceplanning-relevant and confirmation-relevant.

The service item Driving Time confirmation-relevant.

The spare part item Keyboard is confirmation-relevant.

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PC UI:

From the drop-down list choose Services and Spare Parts.

The service item Repair is resourceplanning-relevant and confirmation-relevant.

The service item Driving Time confirmation-relevant.

The spare part item Keyboard is confirmation-relevant.

2-2-4 How can you integrate service order templates (predefined repair steps and necessary

spare parts) into service order creation?

SAP GUI:

Choose tab Overview.

Choose Include Template ( ).

PC UI:

From the drop-down list choose Overview.

Choose button Templates.2-2-5 Where can you specify the number of persons necessary to perform the service?

SAP GUI / PC UI:

In the item details of a service item choose tab Assignment .

2-2-6 Who is the responsible service technician group for the service item(s)?

SAP GUI / PC UI:

Choose tab Partners for all three items.

Service Technician Group: Service US1 (Org Unit 50004983)

2-2-7 Can you add tool items to the service order? Why or why not?

As long as item category determination is not maintained (tools use standard item

category and - group SRVT), tool items can not be added to your newly createdtransaction type.

2-2-8 Release all items, save the service order, note the number and add it to your favorites.

SAP GUI:

Choose the button Fast Entry.

Choose the Status button and Released .

Choose Save.

PC UI:

Choose button Service Status Release Items.

Choose Save.

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Solutions



3-1 Log on to the portal as a resource planner and find the business partner Lou Windham.Display the details of the employee and check resource planning relevant data.

3-1-1 What are the general availability times of Lou Windham?

PC UI:

Choose Workforce Management Employees.


Last Name: Windham

Choose Go. Mr. Lou Windham should be listed.

Choose Go To Details.

Choose tab Service Arrangement .

Choose tab Availability.

Lou Windham is available Monday through Friday 8 am until 5 pm.

Leave this browser session open.

3-1-2 When maintaining availability times it is possible to use templates which are defined in

customizing. Check the content of the template STANDARD. Which rules are included?

SAP GUI:

SAP Implementation Guide Customer Relationship Management Workforce

Deployment WFD Server Business Settings for WFD Server Resource

Settings Define Availability Templates

Choose entry STANDARD and check the details of the template.

Two rules (BREAK , WORK ) are included. Go to the individual details for more

information.

3-1-3 What are the qualifications of Lou Windham?

PC UI:

Choose tab Qualification.

Lou Windham has a very good proficiency in Microsoft XP and UNIX.

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3-1-4 Is Lou Windham assigned to a service area? What is the purpose of service areas and

where are they defined?

PC UI:

Choose tab Service Area.

Lou Windham is assigned to Primary Service Area US-CO.

A service area is a smaller grouping of locations beyond the organizational structureidentified as being available for resources to service. Resources can be assigned to both a

first-line area of service (Primary Service Area) and a secondary area of service(Alternative Service Area).

Service Areas are defined in the customizing.

SAP GUI:

SAP Implementation Guide Customer Relationship Management Workforce

Deployment WFD Server Business Settings for WFD Server Resource

Settings Define Service Areas.

4-1 Call the Resource Planning Application (RPA) and make yourself familiar with it. Beforeyou start to use this application, you would like to personalize several settings.

4-1-1 Use the general personalization (top right) settings within the RPA and set the time

zone to Mountain Time (Denver) - 7 hours. Make Monday the first day of the week.

PC UI:

Choose Workforce Management Resource Planning .

Choose the link Personalize next to the link Help.

Make the settings accordingly and save the data.4-1-2 Create two selection variants for the Resource - and the Demand Overview.

a) Open the Advanced Search and list all Resources that belong to organizational unit

US Service Employee Group 1.

In the Resource Overview choose Open Advanced Search.

For the field Org. Unit choose Possible Entries ( ).

Object Name: *US Service*

Choose Find .

In the result list mark US Service Employee Group 1 and choose Transfer .Choose Save Query As.

Enter the query name Team1_R## and choose Save.

b) Open the Advanced Search and list all Demands that belong to organizational unitUS Service Employee Group 1.

In the Demand Overview choose Open Advanced Search.

Repeat the steps from above.

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4-1-3 Optionally you can assign both variants as defaults in the general personalization

settings.

4-1-4 List both resources and demands with the newly created selection variants and for the

Repair item create an assignment for service technician Lou Windham. Overwrite the

default begin and end date/time and choose a 30 minutes slot in the near future, e.g.

tomorrow or the day after tomorrow.

Select both resources and demands using your newly created selection variants.

In the Resource Overview mark the employee Lou Windham.

In the Demand Overview mark the repair item (item number 10).

In the Assignments area choose the button Create.

Choose the Begin Date/Time and End Date/Time accordingly.

Set the assignment status to Assigned and notify the service representative via e-mail.Overwrite the default e-mail address and enter crm-##[email protected] .

This e-mail will appear in the Business Workplace (SAP GUI) of user CRM-##.

Choose Apply to save your assignment.

4-1-5 Using the Staffing Level, change the selection of demands and only list items that are

not staffed yet. Your service order item should no longer be visible.

In the Demand Overview choose Open Advanced Search.

Staffing Level: A (Not Staffed).

Choose Search.

The service order item that got the assignment is no longer visible in the list.

Leave this browser session open.

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Solutions



5-1 Create a service confirmation with reference to your service order. Transfer allconfirmation-relevant items.

5-1-1 In Customizing maintain copying control for transaction types and create a new entry. It

should be possible for your new service order transaction type ZS## to create a follow-

up Service Confirmation (ZSEC).

SAP GUI:

SAP Menu Architecture and Technology Configuration Customizing

Choose SAP Reference IMG .


Basic Settings Copying Control for Business Transactions Define Copying

Control for Transaction Types

Choose New Entries.

Source trans.: ZS##

Tgt. Trans. Type: ZSEC .

Save your entry.

In this case it is not necessary to maintain copying control for item categories since

predefined item categories are used and copying already is maintained.

5-1-2 Before you can confirm the service item, go to the resource planning application andchange the status of the assignment to Released.

PC UI:

Either continue with your browser session or choose Workforce Management

Resource Planning .

Use your selection variant Team1_R## to select resources.

Mark Lou Windham.

Choose Show Assignments.

Mark the Assignment and choose Show Details.

Change the Assignment Status to Released and choose Apply.

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5-1-3 Create a follow-up Service Confirmation, transfer all confirmation-relevant items and

enter the following data:

SAP GUI:

SAP Menu Service Maintain Service Processes

Open ( ) the service order that you created in one of the previous exercises

Choose Create Follow-Up Transaction ( ).

Choose Service Confirmation Confirmation.

On the Item Selection tab choose Select All ( ).

Choose the button Copy.


Go to the Fast Entry data and change the Exec. Service Employee to Windham (BP

number 400440).

Set the status to Complete.

Save the confirmation.

PC UI:

Choose Service Processing Service Orders.

Open the service order that you created in one of the previous exercises.

If necessary, choose Go To List either to list your favorites or use the advancedsearch.

Choose Follow-Up Activity Create Confirmation Confirmation.

Choose Transfer All .


Choose tab General Data.

Service Employee: Windham (BP number 400440)

Choose Service Status Complete Items.

Choose Save.

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5-1-4 In customizing (of the ERP system) check the integration settings relevant for the Cross-

Application Time Sheet (CATS).

Which ERP data entry profile is used for service confirmations transferred from SAPCRM?

SAP GUI:

SAP Customizing Implementation Guide Integration with Other mySAP.comComponents Customer Relationship Management Settings for Service

Processing Time Sheet Integration Assign Data Entry Profile

Optionally you can

1. use the following path in CRM Customizing:

SAP Implementation Guide Customer Relationship

Management Transactions Settings for Service

Processes Integration Set Up Time Sheet and


2. use transaction code /nSCRM in the ERP system.

Data Entry Profile: ISP_SM.

Which activity types are derived for the confirmation item repair and for the driving

time?

SAP Customizing Implementation Guide Integration with Other mySAP.com

Components Customer Relationship Management Settings for Service

Processing Define Derivation of Attendance Type, Activity Type and Cost Element

The activity type for the repair item is 1410.

The activity type for the driving time is 1418.

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Solutions


Topic: Billing

6-1 Standard CRM service processes are CRM billing-relevant. Create a billing document inthe CRM system and check for successful ERP transfer.

6-1-1 Maintain the billing due list and create a billing document for the service confirmation

your created earlier.

Can you explain the billing value of the repair item if you compare it with the serviceconfirmation?

SAP GUI:


Document Number: <Your service confirmation number>

Choose Execute ( ).

Expand ( ) the line item corresponding to your confirmation.

The billing value of the repair item can be derived from the order quantity and the sales price of this product.

The actual duration of the repair will be posted to CATS but the order quantity is

relevant for billing.

Mark the line item (top level) the corresponds to your confirmation.

Choose Individual Billing ( ).

Choose Save.

PC UI:

Choose Billing Billing Due List .


Document Number: <Your service confirmation number>

Choose Go.

Mark the line item corresponding to your confirmation and choose Go To Details.

The billing value of the repair item can be derived from the order quantity and the sales

price of this product.

The actual duration of the repair will be posted to CATS but the order quantity is

relevant for billing.

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Choose Go To List .

Choose Individual Billing Doc.

6-1-2 Check the document flow of the billing document. Do you see accounting documents?

SAP GUI:

Right-click on the processed list item and choose Display Billing Document .

The tab Doc. Flow contains an entry Accounting document.

The document(s) can be displayed using ( ).

PC UI:

Choose Go To Details.

Choose tab Document Flow.

Navigate to the Billing Document via hyperlink.

Choose tab Document Flow.

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Product Service Letter



Individual Objects


Service Contracts

4. Service Plans





9. In-House Repair

10. Warranty Claims

11. Case Management

Units

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Product Service Letter: Unit Objectives


Explain the concept of product service letter management

Create a product service letter

Perform Customizing for product service letters

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The product service letter (PSL) is an official document issued bythe 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

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Product Service Letter: Topic Objectives


Explain the concept of mySAP CRM Product Service LetterManagement

Create a product service letter

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Product Service Letter Process (PSL)

Note: Numbers correspond to chapters

OEM determines a

PSL is required

1Product Service

Letter Processing

3

PSL is assigned to Service

Order for customer ind.

Object

Set Amount

Allocation andBill Partners

6

5

Change status of PSL

and inform OEM

2

Service Provider Receives

PSL and inform customers

7

Analyze PSL 4

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 task

and bills the relevant partners

The service manager performs analyzes of the PSL processing.

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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 referencing

an ind. Object in the service order Amount allocation and Billing/Claiming

Product Service Letter Management

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.

• …

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• …

• High level description of the PSL

- Reason, affected products and/or ranges of products, validities, severity.

- General descriptions such as problem description, solution approach, and activities to be taken.

• Detailed 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

- 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.

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Product Service Letter – Basic Architecture

Issuer (e.g. Manufacturer)

Executor

(e.g. Service

Provider, Dealer)

Service Order

PSL Confirmation

PSL Confirmation


Manufacturer


Dealer Site

Distribution PSL

Confirmation PSL

to issuer

Confirmation PSL

from Order

Billing/Claim(Dealer)

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)

Invoicereceipt

(other partners)

4

6

3

1

27

5

The issuer puts out a product service letter. The system looks for applicable objects owned by customersand creates a line item for each. The issuer distributes the product service letter to dealers.

You inform customers with the corresponding individual objects about the service actions to be

performed that are contained in the product service letter.

Service orders are created to do the work needed are created from the PSL. This could be automatic.

The work items are copied from a service template that is assigned to the PSL into the service order.

The service order is confirmed. The status of the service order is changed.

The PSL line item is confirmed (status is changed) and the confirmation that it is done is communicated

to the issuer.

Billing can be done according to appropriate splits through amount allocation. Contract terms or

warranty can be taken into account. Analysis is available.

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Product Service Letter Customizing: Topic Objectives


Perform the customizing settings for service process

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Different settings according

to business transaction category


Dependent of leading business transaction category






Product Service Letter Customizing: Header

The standard transaction type for product service letter transaction is PSLH . You can define your owntransaction types in Customizing. For each transaction type, you can define the different attributes that

are required for a business process.

Each transaction type is assigned to a leading business transaction category. PSLH has the leading

business transaction category BUS2000210 (Product Service Letter) . It also contains the business

transaction categories BUS2000116 (Service Process) and BUS2000126 (Business Activity).

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Subject Profile

Partner Determination Procedure

Object Reference Profile

Action Profile

Date Profile

Product Service Letter Associated Profiles

The subject profile is assigned in the Service business transaction category at the customizing headerlevel. There is a standard subject profile PSLH. To view or make changes to the subject profile use

the customizing transaction: CRM > Basic Functions > Catalogs, Codes and Profiles > Define Subject

Profiles .

Standard partner determination procedure: PSLH0001 Product Service Letter Header with the partner

functions: 03 (Bill-to-Party (CRM)) and 04 (Payer (CRM)) .

The standard Object Reference Profile for PSLH is TEMPLATE. The customizing for this setting is

found in CRM > Transactions > Settings for Product Service Letters > Define Object Reference Profile.Multiple relationships allowed must not be selected. This object reference profile gives me a place to

associate a service order template for repairs initiated by the PSL. The template attached here will

default into any service order created from an action in the PSL item.

PSL_H action profile is assigned to transaction type PSLH.

PSL_HEADER date profile is assigned to transaction type PSLH. This profile contains two important

date types: VALIDFROM (Valid From) and VALIDTO (Valid To) as well as the duration:

EST_SRV_TIME (Estimated Working Time).

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Only certain combinations are permitted

Customizing at item level:


Item attributes and characteristics:Controlling attributes

Item object type

Define item category:

Product Service Letter Customizing: Item

The predefined item category for PSLH is PSLI.

Item object type: BUS2000178 (ProductServLetterConfirmationItem CRM)

Usage of individual object: 1 (Item contains product or individual object)

Customizing path: CRM → Transactions → Basic Settings → Define Item Categories

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At the transaction type level for PSLH

PSL_H contains actions to find the objectswhich are the focus of the PSL

At the item category level for PSLI

PSL_I has an action to create service orders

automatically for each item on the PSL

For integration in the service order:

SERVICE_ORDER has an action

CREATE_ITEMS_FOR_PSL

SERVICE_ORDER_ITEM has an action to

complete items on the PSL

Actions in the PSL

PSL_H attaches to the transaction type for the PSL. It contains two actions (one manual and oneautomatic) which are designed to find all unique objects that fit the description of the product and

identifier entered in the PSL by checking the installed base for applicable individual objects using the

validity and the product range that you defined in the header of the product service letter. The system

creates a separate PSL item for each individual object. If the system does not find any applicable

individual objects for the specified validity and product range, it does not create PSL items. It also only

creates PSL items for the applicable individual objects that do not already have a PSL item.

PSL_I attaches to the item category for the PSL. It contains an action to create service orders

automatically for each reference object associated with the PSL. This action creates a service order with

one or more item(s) for each selected PSL item. If a service order template is assigned to the header of

the product service letter, the system uses the content of the template to create the service order items. If

no service order template is assigned to the product service letter, the system uses the default service

product defined for the action in Customizing as well as the estimated working time defined in theheader of the product service letter to create one service order item.

If you prefer to wait until the service order is created and then search for any relevant PSLs to the

reference object on the service order, then use the action CREATE_ITEMS_FOR_PSL in the action profile SERVICE_ORDER which can be tied to the service order header. This action will check for

applicable product service letters for a service order. You can select the product service letters found by

the system and include them in your service order. In the service order, the system creates service items

with information from the product service letter.

...

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…

The service order items can have the action profile SERVICE_ORDER_ITEM which contains an action

to complete items on the PSL when service order items relating to the PSL are confirmed. In this

manner, the issuer can stay informed as to which items on the PSL have been completed.

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Service Order Templates are often

used with Product Service Letters

Contains service work steps detailing

necessary actions for the PSL

Reusable

Automatically included in service orders

associated with the PSL

Service Templates Customizing

SRVT transaction type

Template Type = D (without doc flow)

Service Order Templates

Service Templates Transaction type for service templates is SRVT. It contains the following settings:

Template type D – without document flow. If you use this setting, you can use a business transaction as

a template. The type (B - D) defines whether the relationship data for the follow-up transaction is also

written by the system.

Partner determination procedure used is 042. You use this partner determination procedure to determine

which partners are involved in this business process. No sold-to parties exist in the service order

template.

Organizational data profile used is 024. The organizational data profile for the service order template

does not contain any data, since templates do not need to be checked. You enter the data you require in

the service order template manually.

When using a service template with a PSL: Make sure that the template is released and valid.

The system automatically inserts the required data for the selected service order template in the business

transaction. You can add to or change this data.

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In the PSL, a user can choose which

alternate identifier to use with the

product ID.

You do not need to specify a profile for

alternate identifiers in the PSL transaction

type.

Instead a user may an alternate ID when

creating the PSL.

An action at the header level of the PSL will

search for all items identified by the product

number and the alternate ID range given.

Define ID types in the IMG or use the standardprovided.

Alternate Identifiers in the PSL

As of CRM Release 4.0, alternative ID types can be defined in the product master and used in business processes instead of the product ID. Alternative IDs therefore allow you to use an identification in your

business processes that conforms to industry standards.

Alternate ID’s are used in the PSL to find the unique instances of the products needing attention on the

PSL. The user will specify an alternate ID and a product, then an action on the transaction header will

be used to search for all products that meet the specifications of the combined search of product ID and

alternate ID. For example, the PSL may pertain to a product with manufacturer serial numbers 1-100.

Then the alternate ID of manuf. serial number with a range of 1-100 will be chosen by the user in

addition to the product ID.

Alternate ID types are set up in the IMG under Cross-Application Components → SAP Products →

Alternative Product IDs.

Alternate ID types may also be associated to object families so that they may be used to identifyindividual objects.

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Exercises

Unit: Product Service Letter

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 todiscuss the issue with some of the other Service Technicians who

have worked on the problem. After a number of discussions withhis colleagues as well as with the Manufacturer, the technicianconcludes 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 inthe 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 createan automatic service order for follow-up with these customers.

1-1 Create a product service letter.

1-1-1 Create a product service letter of type SAP Prod.Serv.Letter and enter the

following data:

Bill-to Party: Service US (400410)

Description: ##LCD Display

Priority: Medium

1-1-2 Identify the product and ID type that are the subject of the product serviceletter. Enter the information.

Product-ID: HT-1011 ID Type: Product ID

You could specify a range if you so choose, but for purposes of this exercise,you will leave these fields blank.

1-1-3 Release the PSL.

1-1-4 Enter an action at the header level to find all the items identified by the product

ID and ID type. Use the action PSL_CREATE_ITEMS .

1-1-5 Attach the Service Order Template 200270.

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Solutions

Unit: Product Service Letter

Topic: Create a Product Service Letter

1-1 Create a product service letter.

1-1-1 Create a product service letter of type SAP Prod.Serv.Letter and enter the

following data:

SAP GUI:

SAP Menu Service Maintain Product Service Letters

Business Transaction Create

Choose Prod. Service Letter SAP Prod. Serv. Letter.

Enter the following:



Priority: Medium

PC UI:

Service Processing→ Product Service Letters.

Choose New SAP Product Service Letter .


Priority: Medium


1-1-2 Identify the product and ID type that are the subject of the product serviceletter. Enter the information.

SAP GUI:

Enter the product ID and ID type on the Fast Entry screen.

PC UI:

On the General Data tab, choose the Add Entry button in the Product Section

near the bottom of the screen. Enter the product ID and ID type.

You could specify a range if you so choose, but for purposes of this exercise,you will leave these fields blank.

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1-1-3 Release the PSL.

SAP GUI:

At the header level, change the status to Released using the dropdown menu.

PC UI:

Choose the Service Status button, then choose Release from the drop down

menu. At the header level, select the Release button.

1-1-4 Enter an action at the header level to find all the items identified by the product

ID and ID type.

SAP GUI:

Use the Actions icon. Choose the action PSL_CREATE_ITEMS from the drop

down list.

All Product ID’s (Individual Objects) associated with the product HT-1011 will

be gathered up and listed on the Items Tab. Select the Items tab to view all theProduct ID’s associated with the product HT-1011.

PC UI:

Choose the Scheduled Actions button and 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 Objects Tab. Select the Objects tab to view allthe Product ID’s associated with the product HT-1011.

1-1-5 Attach the Service Order Template 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, the data from the template will automatically be copied in.

SAP GUI:

Go to Transaction Data. Select the Relationships tab and enter the Service

order template 200270.

PC UI:

Go to the Relationships section on the General Data tab. Choose Template inthe Related Object field and add the transaction number 200270 in the

Transaction ID field.

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Complaints and Returns



Individual Objects


Service Contracts

4. Service Plans





9. In-House Repair

10. Warranty Claims

11. Case Management

Units

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Describe the options for complaints handling Describe the options for returns processing

Perform Customizing settings for complaints and returns

Complaints and Returns: Unit Objectives

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Complaints and Returns: Business Scenario

The customer expects appropriate action if there are

defective products or deficient services.

Customers use the Internet, telephone, e-mail, or fax

to report that they are not satisfied with the goods

or services they have received.

The actions may include returning an item, sending

a replacement, giving credit, or other options.

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Complaints and Returns Processing: TopicObjectives


Create and process complaints Create and process returns

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ComplaintWhen a customer has issues with a material or service provided

Return

When a customer wishes to return a material he has received

Two documents to handle customer satisfaction

Both documents provide:

Easy entry for documenting defects and causes

Flexible process definition for actions that can be chosen manually orset to occur automatically.

Integration with delivery processing, accounting, quality management

and business intelligence

Two Options: Complaints and Returns

Features of the Complaint and Return documents: 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.

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

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.

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Complaints and Returns Management

Create complaint

for product andservice

4

2 3

5

1

6

Return defective

product

Complaints and Returns

Management

Create substitute

delivery

Create credit

memo for

service

Analyze complaint

reasons and successof 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.

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Complaints Process

Complaint

item

Return

request

Credit/debit

request

Customer-specific

actions

Sub-items

ERP

CRM

Billing

Substitute

delivery

Task

Complaint Quality

notification

Creation of Complaints You can create complaints with or without reference to a sales transaction or a service process.

If you want to create a complaint document with reference to a preceding document, call this document

up and use Create Follow-Up Transaction to create a complaint document.

Items are only copied if they have a valid status.

Then specify the reason or reasons for the complaint. The fields Defect Class and Quality Defect are

automatically filled according to the settings in Customizing. The number of defects is set to “1” by

default. You can overwrite the values for the number of defects and quality defects.

From the complaint, you can use actions to generate items such as credit and debit memo request items

(these are created in the complaints document as sub-items), CRM documents such as activities, or

documents in SAP ERP Central Component (SAP ECC) such as repair orders. Sub-items can be created by actions triggered either manually or by the system, based on predefined

planning and start conditions.

If you set the complaint document to the status Completed , all sub-items are automatically set to thestatus Completed .

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Returns Process

Return

item Credit/debit

request

Spare part

delivery

Customer-specific

actions

Sub-items CRM document

ERP

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 ERP system when a returns item is created in the CRM system. The

number of the ERP sales order and the number of the CRM return is the same. A goods receipt can be

posted in ERP to this sales 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 ERP system if spare part delivery is chosen.

Employees can also create tasks which may be assigned to another employee to complete.

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Examples of Standard Actions

Create return request

A return request item is replicated to the ERP

system for goods receipt processing.

Create spare part delivery

A delivery line item is replicated to the ERP system

to create a delivery document.

Create quality notification

A quality notification is generated in the ERP system.

Create credit/debit memo request

The credit/debit memo request is created and transferred to the CRM

Billing.

Create task

A CRM task is created and appears in the task list of the responsible

employee.

Credit and Debit Memos are created in CRM Billing and the relevant controlling objects are created. Returns Requests - Depending on the indicator in Activate System Configuration for Service Parts

Management , the replication occurs as follows:

• If this indicator is not set, the returns item is replicated in a sales order; in other words, a sales order

with a corresponding returns item is automatically created. The returns item gets the same number

and same item category as the document and item in SAP CRM. You create a returns delivery for

the returns item. When the product is returned, create a goods receipt for the returned item. The

goods receipt triggers accounts receivable and posting to the controlling object in SAP ECC.

• If this indicator is set, the returns item is replicated in a delivery; in other words, a delivery with a

corresponding returns item is automatically created. Each delivery item gets an additional returns

material authorization (RMA) number, which is created by putting together the numbers of the

returns document and the returns item in SAP CRM. You can find this indicator in CRM

Customizing under CRM → Transactions → Basic Settings → Activate System Configuration for

Service Parts Management .

Spare parts delivery automatically creates a sales order in the SAP ECC to which a delivery and goods

issue can be posted. The sales order contains the same number and item category as the document in

CRM.

A quality notification can be created from the complaint header or line item and is integrated with the

assigned ERP system. Quality notifications are often used for internal processes, such as stopping

outbound deliveries, or for external processes such as informing suppliers that goods should be returned.

The ultimate goal is to introduce processes to improve the quality of the product.

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Additional Complaint and Return Functions

Reference Documents

Reference ObjectsSerial Number Identification

Warranty Determination

Quantity Check

Investigation

Return Material Authorization

Reference Documents -You can create a complaint or return with or without reference to a CRMdocument, for example, a sales order, service order, or billing document or to any document residing in

an integrated system, for example, billing or delivery documents in SAP ERP.

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.

Warranty Check - An automatic check determines whether a warranty exists for customer-specific

objects.

Quantity check - An automatic check prevents the entry of complaints for more products or services

than have actually been sold to a customer.

Investigation – The system can use the automatic execution of business rules to automatically decline or

release complaints or returns. If the situation is unclear, then an investigation can be triggered by

workflow.

Return material authorization (RMA) – A returns authorization item that contains the data for the

physical return is created for the returns request item. The number of the return or complaint, together

with the number of the sub-item, results in the unique returns material authorization (RMA) number.

By an action triggered in the complaint/return, you can generate a returns authorization item that

contains the data for the physical return whcih can be replicated into your logistics system.

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Reference Documents

A Complaint or Return can be created:

With or without reference to an existing document.

With reference to existing CRM documents

Sales orders

Service orders

CRM billing documents

Product service letters

More than one CRM invoice

(only within a mass controlling scenario)

The selected items are copied into the complaint document

according to copying rules and the document flow is updated. A BAdI is provided to reference other external documents, for

example, billing or delivery documents in ERP.

When you reference items, the selected items from the reference document are copied into thecomplaint/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.

When using the BAdI, the copy logic is not provided neither for items data nor for pricing.

To reference to more than one CRM Billing document is only possible when using a mass controlling

scenario.

Line item reference per invoice

The BAdI is: CRM_COPY_BADI_EXT

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Reference Objects and Serial Number Integration

The complaints and returns scenario supports reference object

determination based on entered serial numbers.

Enabling you to identify problems that are dependent on the IBase inwhich the product is installed.

Objects can be products, installed bases (IBases) and their

components, individual objects, or serial numbers.

Enter either an IBase component or an individual object or

a product with the relevant serial number.

Depending on the assigned serial-number scenarios within the

product master, the system validates the entered serial numbers and

determines the corresponding individual object.

SN 103873757

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 individual

objects.

• 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 isinstalled.

You can enter serial numbers for products and service parts within the context of complaints, returns,

and in-house repair orders. The serial numbers specified can be validated and in the interest of logistics

integration, replicated to SAP ERP Central Component (SAP ECC).

The serial number information indicates whether a serial numbers are relevant for a certain product, and

how validation of a serial number entered in a document should occur.

You can use SAP GUI for Windows or People-Centric UI to enter serial number information in SAP

CRM in the product master on the Material tab page.

You can also get the serial number information by replicating the material master data from SAP ECC

to SAP CRM (function CRS_SERIAL_PROFIL_DETERMINE). A material is serial number-relevant if

a serial number profile is defined on plant level.

In SAP CRM, you can overwrite this replicated information.

The serial number information is replicated from SAP CRM to the mobile client as part of the product

master data.

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Warranty Determination

Automatically performed for customer objects

Checks individual objects or installed base

components

Quantity Check for Referenced

Complaint/Return items

Automatic check prevents the entry of more

products and services than were sold

A maximum quantity is displayed.

Choice of an error or warning message for

increasing the maximum quantity.

Warranty Determination and Quantity Check

Warranty Check• An automatic check determines whether a warranty exists for customer-specific objects.

• You can use warranty information to make decisions about subsequent actions that need to be taken.For example you might want the system to automatically create a return item if a warranty exists.

• The warranty check is based on:

- Maintained warranty conditions for the individual object or installed base component

- Manually maintained delivery date

Check against original quantities for referenced documents.

• 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.

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Investigation

Create Provide Approve Final approval

#

Item is approved (by system or manual investigator).

Item is rejected (by system or manual investigator).

Item is set to “manual investigation” by the system.

Prod A Pricing

Prod B Shortage

Prod C Overage

#

Only items with status

“manual investigation”

have to be processed

Prod A Pricing

Prod B Shortage

Prod C Overage

ComplaintComplaint

Customer Researcher Analyst Approver

The system can use the automatic execution of business rules to automatically decline or release complaintsor returns.. If the circumstances are unclear according to defined criteria, or if automatic processing should

not take place for certain defined criteria, the document is transferred to a workflow for investigations. The

system determines the employees responsible and forwards the document to them.

An investigation allows you to filter out critical documents such as complaints, returns, or used part

returns, and process them at the research, analysis, and approval processing levels. The end result is that

the documents are approved or declined.

This slide shows you the more detailed sequence of the manual investigation process:

First of all, the customer creates a complaint with three complaint items for product A, product B, and

product C. The system validates the complaint items. In the example, the system approves the complaint

item for product C, rejects the complaint item for product B, and determines that the complaint item for

product A has to be investigated manually.

Only items with manual investigation status have to be processed and will be forwarded to a researcher.

The researcher is responsible for providing additional information for manually investigating Product A,

but is not allowed to approve an item. The analyst approves the manual investigation item, based on

information provided by the researcher.

The approver then sets the final approval, which updates the status of the complaint item for Product A.

The system determines the manual approval process and the partners involved (researcher, analyst,

approver) for complaint item product A.

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Return Material Authorization (RMA)

RMA required for processing returns

Each return process requires:

An authorization check for returning a sold product

A unique RMA number for the return delivery

Unique Numbering

CRM complaints and returns create unique document numbers.

Document number plus sub-item results in a unique RMA number.

These numbers are replicated to the ERP system.

Returns Authorization Attachment

Additionally, a return authorization document can be created withdata for the physical return.

This returns authorization is triggered by actions.

It contains the physical quantity expected.

Return material authorization (RMA)

• Each return process requires: an authorization check for returning a sold product and 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 ECC / SAP R/3, supports

the RMA number

• A returns authorization item that contains the data for the physical return is created for the returns

request item.

• The number of the return or complaint, together with the number of the sub-item, results in the

unique returns material authorization (RMA) number.

• The order quantity of the returns authorization item is determined as follows: The system copies the

approved quantity from the returns request item into the Quantity field of the returns authorization

item. This quantity is the order quantity, which you can change if necessary.

• Within a complaint with reference to a billing document, if the returns authorization item has an

invoice correction, an invoice correction request item is also created as a sub-item for the returns

authorization item.

• …

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Complaints and Returns Customizing:Topic Objectives


Perform the customizing settings for complaints and returns

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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 transaction types and item categories for complaints and repairs are predefined as follows in thestandard system:

CRMC Complaint Transaction Type

COMP (Complaints) – this item category is used as the main item

L2N (Debit memo request) – this sub-item is triggered by an action

G2N (Credit memo request) - this sub-item is triggered by an action

TANN (Free of charge substitute delivery) – this sub-item is triggered by an action

REN – (Returns request) – this sub-item is triggered by an action

The item category for the sub-items is determined by the transaction type, the item category group (from

the product master), the usage (from the action definition), and the main item category.

If the settings for these Customizing objects do not meet your business requirements, you can copy the

objects and change them.

IMG: Customer Relationship Management → Business Transactions → Basic Settings → Define

Transaction Types.

Make the following settings for delivery-relevant items: On the Definition of Item Categories screen: In

field Assign BW/CO: Sales, On the Customizing Item screen: In field Bill. Relevance: External billing

If you want to create complaints with reference to a service process or sales transaction, you must define

this in Copy Control in Customizing.

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Processing Medium Methods Workflow

Smart Form

You can set up actions in Customizingaccording to the demands of your

company’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

active

inactive

Start Condition

Action Profile

Action

Schedule

Condition

Schedule

Automatically

Action List

F4 (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 whetherthe 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.

For the SAP GUI, 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.

Customer Relationship Management → Transactions → Settings for Complaints → Define Pushbuttons

for Actions

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Quality Notification Action Configuration

Quality Management (QM) Notification Integration

Based on action and on the fact the QM is setup in the backend

system.

Method: QM_NOTIFICATION

Initial value = Notification type (configuration in SAP ERP)

Quality notifications are created from the action containing the method QM_NOTIFICATION. You setthe initial value for the notification type which has been set up in the SAP ERP system.

The other parameters that can be passed are: RFC_DEST and TEXT_ID

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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

Subject

Return Reason

Cause

Task

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.

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Customizing for Reference Documents (billing)

2. Create the reference type

(standard setting)

3. Assign business object typeto transaction type.

Reference document

configuration:

1. Set the transaction type to

be able to create with

reference:

Make this setting on the

Transaction details screen

(Creation with ref. is marked)

IMG→

CRM→

Transactions→

Basic Settings→

Define Transaction Type IMG → CRM → Transactions → Settings for Complaints → Integration → Business Add-Ins for

Document Referencing

1 = Set the transaction type to be able to create with reference.

2 = Define object types for document referencing

3 = Assign business object type to transaction type.

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Complaints and Returns: Unit Summary


Describe the options for complaints handling

Describe the options for returns processing

Perform Customizing settings for complaints and returns

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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 Create a complaint for one of your customers.

1-1-1 Create a complaint of type Complaints for your customer ##Megastore with veryhigh priority

If you receive a pop-up with contact persons, please choose one.

Enter the product R-1130 with quantity 1.

1-1-2 Create a return request as sub-item using the action functionality on item level.

1-1-3 Create a credit memo as sub-item using the action functionality on item level.

1-1-4 Create a Quality Notification sub-item using the action functionality on the itemlevel.

Save your business transaction.

Make a note of the business transaction number of your returns

2-1 ERP Integration. When the customer returns the item, a returns delivery will be created.

2-1-1 Create Returns Delivery (LR) for your complaint document using shipping point

3800

Post the goods receipt.

2-1-2 Check the Stock Overview of material R-1130 in plant 3800.

2-1-3 View the quality notification that was created in the SAP ERP system.

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3-1 Billing credit memo

3-1-1 Release List for Billing

In order to bill your credit memo item you have to release it for the billing due list.

3-1-2 Maintain billing due list

Enter the transaction number of your complaint and choose Execute.

Select your transaction and choose Individual Billing .

Choose Save.

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Solutions

Unit: Complaints and Returns

Topic: Complaints and Returns Processing

1-1 Create a complaint for one of your customers.

1-1-1 Create a complaint of type Complaints for your customer ##Megastore with very

high priority.

SAP GUI:

SAP Menu Service Maintain Complaints and In-House Repairs

Choose Business Transaction Create Choose Comlaints Complaints


Description: ##Complaint

Priority: Very High

Product: R-1130

Quantity: 1

PC UI:

Choose Service and Support Complaints Choose New Complaints.


Description: ##Complaint

Priority: Very High

If you receive a pop-up with contact persons, please choose a contact person.

On the Products tab choose Add Entry.

Product: R-1130

Quantity: 1

1-1-2 Create a return request as sub-item using the action functionality on item level.

SAP GUI:

Choose the button Returns Request .

PCUI:

Go to the Scheduled Action tab on item level.

Choose Add .

Select Returns Request

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1-1-3 Create a credit memo as sub item using the action functionality on item level.

SAP GUI:

Choose the button Credit Memo.

PC UI:

Choose Scheduled Actions. Choose Add . Select Credit Memo

1-1-4 Create a Quality Notification sub-item using the action function on the item level.

SAP GUI:

Choose the action tab. Use the drop down to choose the action Quality

Notification.

PC UI:

Choose Scheduled Actions. Choose Add . Select Quality Notification.

Save.

2-1 ERP Integration. When the customer returns the item, a returns delivery will be created.

2-1-1 Create Returns Delivery.

SAP GUI:

SAP Menu Logistics Sales and Distribution Shipping and

Transportation Outbound Delivery Create Single Document with reference

to sales order

Shipping point: 3800

Selection data: today

Order: <your complaint number>

Delivery Type: LR

Choose ENTER.

Choose the button Post Goods Receipt .

PC UI:

Choose ERP Integration Create Outbound Delivery

Shipping point: 3800

Selection data: today

Order: <your complaint number>

Delivery Type: LR

Choose ENTER.

Choose the button Post Goods Receipt .

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2-1-2 Check the Stock Overview of material R-1130 in plant 3800.

SAP GUI:

SAP Menu Logistics Materials Management Inventory Management

Environment Stock Stock Overview

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.

PC UI:

Choose ERP Integration Stock Overview

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.

2-1-3 View the quality notification that was created in the SAP ERP system.

SAP GUI:

SAP Menu Logistics Quality Management Quality Notification

Display

Use the dropdown to search for your Notification number. Use the search by

Material and enter R-1130. Choose the notification with the description that

matches the description on your complaint.

PC UI:

Choose ERP Integration Display Quality Notification

Use the dropdown to search for your Notification number. Use the search by

Material and enter R-1130. Choose the notification with the description thatmatches the description on your complaint.

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3-1 Billing credit memo

3-1-1 Release List for Billing

In order to bill your credit memo you have to use the billing engine application.

SAP GUI:

In the CRM system, choose the menu path:

SAP Menu Service Billing Release Billing Due Lis

Document Number: <your complaint number>

Mark your complaint item and choose Release for Billing ( ).

PC UI:

Choose Billing Release for Billing

Choose Show Advanced Search


Choose Go.

Mark your complaint item and choose Release Billing Block .

3-1-2 Maintain billing due list

SAP GUI:



Choose Execute.

Mark the line item and choose Individual Billing.

PC UI:

[Choose Billing Billing Due List ]

Choose Individual Billing Doc.

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Exercises

Unit: Complaint Processing

Topic: Complaints Customizing


• Create a new complaint transaction type

• Create a new complaint item category

• Create a subject profile for damages

You would like to have a new set of damage codes to report on

problems found that you can use for your complaints.

1-1 Create a new subject profile for defect, cause and task codes.

1-1-1 Define a new code group for cause codes.

In the pop up, enter C2 in the catalog field.

Use the following values for the code group:

Code Group: ZCG## Description: Customer Damage ##

Status: Released

Use the following values for two new damage codes:

Code: Y##A

Description: Customer removed protective cover.

Code: Y##B

Description: Customer dropped object.

Save your entries.

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1-1-2 Define a code group profiles for causes.

Choose C2 Catalog.

Use the following values for your code group profile:

Code group profile: ZCGPC##

Code Group profile text Complaint ## Causes

Press Enter.

Choose your newly created code group profile. Choose whichever code groups you

would like to include for causes in your complaint transaction. Make sure toinclude your newly created Z## Code Group.

Save your entries.

1-1-3 Repeat this process to create a code group profile for damage.

Choose C Catalog.


Code group profile: ZCGPD##

Code Group profile text Complaint ## Damage

Choose your newly created code group profile.

Choose whichever code groups you would like to include for causes in yourcomplaint transaction, such as PCcodes.

Save your entries.

1-1-4 Create a subject profile.

Use the following values for your subject profile:

Subject Profile: ZSP##

Subject Profile Category: Service

Text: ## Complaint Codes

Choose your newly created subject profile.

Use the following values:

Catalog C

Code Group Profile ZCGPD##

Level 1

Catalog C2

Code Group Profile ZCGPC##

Level 2

Catalog C3

Code Group Profile Complaint

Level 3

Save your entries.

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2-1 Create a new transaction type for complaints and adapt it so that it meets your

requirements. After completing the necessary customizing steps, test you new transactiontype.

2-1-1 In Customizing create a new transaction type YC## (##Complaint) by copying the

standard entry CRMC and make the following settings.

Transaction Type: YC##

Description (short): ##Complaint

Description (long): ## Complaint

2-1-2 Assign your newly created subject profile to your newly created transaction type.

2-1-3 Maintain item category determination. Mark all entries that are linked to the

standard transaction type CRMC with the item category group Standard item (NORM), copy and replace the transaction type with YC##.

Save your settings

2-1-4 Test your settings by creating a new complaint in either the PC UI or the SAP GUI.

Choose a damage code for your complaint and test that your new complainttransaction type uses your settings for code group subject profile.

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SolutionsR-

Unit: Complaints Processing

Topic: Complaints Customizing

1-1 Create a new subject profile for defect, cause and task codes.

1-1-1 Define a new code group for cause codes.

Architecture and Technology→ Configuration→ Customizing


SAP Implementation Guide→ Customer Relationship Management→ Transactions→ Basic Settings→ Settings for Complaints→ Settings for

Subjects→ Define Code Groups and Codes for Catalogs

In the pop up, enter C2 in the catalog field. Then continue.

New Entries

Use the following values for the code group:

Code Group: ZCG##

Description: Customer Damage ##

Status: Released

Press Enter . Choose your new code group. In the dialog structure on the left,double click on Codes.

New Entries

Use the following values for two new damage codes:

Code: Y##A

Description: Customer removed protective cover.

Code: Y##B

Description: Customer dropped object.

Save your entries.

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1-1-2 Define a code group profiles for causes.

SAP Implementation Guide→ Customer Relationship Management→

Transactions→ Basic Settings→ Settings for Complaints→ Settings for

Subjects→ Define Code Groups Profiles

Choose C2 Catalog.

In the dialog structure on the left, double click on Definition of Code Groups Profile.

New Entries


Code group profile: ZCGPC##

Code Group profile text Complaint ## Causes

Press Enter.

Choose your newly created code group profile. In the dialog structure on the left,double click on Code Groups for Profile.

New Entries

Choose whichever code groups you would like to include for causes in your

complaint transaction. Make sure to include your newly created Z## Code Group.

Save your entries.

Remain on this screen to do the following step.

1-1-3 Repeat this process to create a code group profile for damage.

In the dialog structure on the left, double click on Catalog .

Choose C Catalog.

In the dialog structure on the left, double click on Definition of Code Groups

Profile.

New Entries


Code group profile: ZCGPD##

Code Group profile text Complaint ## Damage

Press Enter.

Choose your newly created code group profile. In the dialog structure on the left,

double click on Code Groups for Profile.

New Entries

Choose whichever code groups you would like to include for causes in your

complaint transaction, such as PCcodes.

Save your entries.

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1-1-4 Create a subject profile.


Transactions→ Basic Settings→ Settings for Complaints→ Settings for

Subjects→ Define Subject Profiles

New Entries

Use the following values for your subject profile:Subject Profile: ZSP##

Subject Profile Category: Service

Text: ## Complaint Codes

Choose your newly created subject profile. In the dialog structure on the left,

double click on Code Group Profile for Subject Profile.

New Entries

Use the following values:

Catalog CCode Group Profile ZCGPD##

Level 1

Catalog C2

Code Group Profile ZCGPC##

Level 2

Catalog C3

Code Group Profile Complaint

Level 3

Choose the line with the Code Group Profile for C2, and go down the level where it

shows code groups. Here you will be able to see the code groups you assigned tothis code group profile. (If you were to add a code group here, it would add those

codes to the code group profile.)

Save your entries.

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2-1 Create a new transaction type for complaints and adapt it so that it meets your

requirements. After completing the necessary customizing steps, test you new transactiontype.

2-1-1 In Customizing create a new transaction type YC## (##Complaint) by copying the

standard entry CRMC and make the following settings.


Transactions→ Basic Settings→ Define Transaction Types

Find and mark entry CRMC and press Copy As….


Description (short): ##Complaint

Description (long): ## Complaint

Choose ENTER and confirm the Pop-Up.

2-1-2 Assign your newly created subject profile to your newly created transaction type.

Find and mark your newly created transaction type.

In the dialog structure on the left, double click on Assignment of Business

Transaction Categories.

Choose Service Process.

In the dialog structure on the left, double click on Customizing Header.

Subject Profile ZSP##

Save your entries.

2-1-3 Maintain item category determination. Mark all entries that are linked to thestandard transaction type CRMC with the item category group Standard item

(NORM), copy and replace the transaction type with YC##.


Transactions→ Basic Settings→ Define Item Category Determination

Mark all entries that start with CRMC with the item category group Standard item .

Choose Copy As…


Choose Enter .

Repeat this step until you copied all marked entries.

Save your settings2-1-4 Test your settings by creating your new complaint transaction in either the PC UI or

the SAP GUI. Choose a damage code for your complaint and test that your newcomplaint transaction type uses your settings for code group subject profile.

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In-House Repair



Individual Objects


Service Contracts

4. Service Plans





9. In-House Repair

10. Warranty Claims

11. Case Management

Units

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In-House Repair Processing

In-House Repair Customizing

In-House Repair

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Describe the options for in-house repair processing

Create and manage an in-house repair order

Perform Customizing settings for in-house repair

In-House Repair: Unit Objectives

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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 costs

and analyze costs and revenues resultingfrom the repair.

Escalation Management – monitor and escalate

existing in-house repair orders based on relevant

service level agreements.

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In-house Repair Processing: Topic Objectives


Describe the options of in-house repair processing Create and manage an in-house repair order

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In-House Repair

Analyze defect

reasons

Enter repair

request

7

4

23

5

1

8

6

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.

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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)

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Sales Order

In-House Repair

Repair StepsRepair Steps

Spare PartsSpare Parts

Return

Request

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.

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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.

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In-House Repair: Request

Sales Order

Return Item

(Inbound)

ERPMain-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

Repairs are mainly reported in the Interaction Center or on the Internet (E-service). In some cases, a complaint precedes a repair order as a result of which the customer should send the

defective part in for repair.

When creating a repair request via an interaction center or web application, you or your customer is

allocated a uniquecan enter important document information about the repair, such as product, quantity,

and defect description.

The customer is allocated a unique returns material authorization (RMA) number which he or she can

use to send the product in for repair.

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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 ERP 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

ERP

When the return delivery is received in the service center, the warehouse clerk would search for thecorresponding ERP order which matches the RMA number given and create a return delivery with

reference.

The ability to create this delivery is controlled by the item category customizing of the return request

item.

The returned item will be posted into order-specific stock.

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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 serviceitem represented by a

service product (assigned

in customizing).

Sales Order

Return Item

ERP

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).

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In-House Repair: Repair Step Planning

Service Contract Determination

The system automatically checks for each repair step and spare partitem 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

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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 pricesand 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 ERP.

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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 ERP and at least theassigned controlling object.

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In-House Repair: Delivery of Repaired Product

Repair

Request Return

Request

In-House

Repair

Diagnostic

Repair step 1

Repair step 2

Spare Part 1

CRM

In-House Repair Order ERP

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 SAP ERP, where the outbound delivery process can start.

(Outbound delivery, packaging, goods issue, ...)

When the part is completely repaired, the sub-item Return Repaired Product will control the ability tocreate an outbound delivery to the customer. This item is a sub-item of the Repair Request item.

The Return Repaired Product item is replicated to the ERP system where the outbound delivery process

is handled.

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In-House Repair: Basic Functions

Reference Objects

Contract determinationWarranty 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-houserepair 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.

…

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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.


• 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.

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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 theorder 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 list

where the user can select the required repair steps.

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In-House Repair: Logistics Integration

Availability Information

ERP ReservationUpdate 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 the ERP system.

• The delivers the available quantity and earliest availability date. This information is based on theERP 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 ERP 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 ERP.

Loan Device Handling

• For each repair item, you have the option of sending a loan device to your customer, thereby bridging

long repair times. The repair order manages the loan devices.

…

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Delivery-relevant Sub-items

• All delivery-relevant sub-items are replicated into ERP 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”

• “Loan device delivery / Loan device pick up“

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Understand the customizing settings for In-House Repair

In-House Repair Customizing: Topic Objectives

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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.

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In-House Repair: ERP Relevant Actions

Create Send in Repairs

SAP ERP return request is created for goods receipt processing.

Create Repaired goods delivery

A SAP ERP delivery document is created and managed in the

delivery list to return the repaired product to the customer.

Create Replacement (Loan Device Delivery)


delivery list to send a loan device to the customer.

Create Temporary Replacement Collection (Loan Device Pick-Up)


delivery list to pick up the loan device from the customer.

Create Scrapping

A SAP ERP 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:

- SAP ERP relevant sub-items

Create an SAP ERP document

Trigger follow-up processes like inbound delivery processing or outbound delivery processing

- CRM relevant sub-itemsCan be used for additional CRM processes like resource planning or confirmations

• Manually triggered by user OR automatically triggered by planning and start conditions

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In-House Repair: Unit Summary

You are now able to:

Describe the options for in-house repair processing

Create and manage an in-house repair order

Perform Customizing settings for in-house repair

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Exercises

Unit: In-House Repair

Topic: In-House Repair Processing


• Create and manage an in-house repair order

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 SAP ERP 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 What are standard options available in the process flow for the in-house repair?

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

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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 thenotebook. The unique RMA number (Return Material Authorization) is made up of theunique 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 an in-house repair order of type SAP Repairs for your customer

##Megastore with a description In-House Repair ##. Mark the priority as

very high.

Sold to Party: ##Megastore

Description: In-house Repair ##

Priority: Very High

1-2-2 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.

What is the item category determined for this line item?

_______________________________

1-2-3 Add the component number 3305 on the line item. This will identify the object

being repaired more precisely than a product number alone.


assignment.

The system informs you if the object is under warranty.

1-2-4 Add a reason for the complaint. Choose a reason, such as: Malfunction in

LCD display

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1-2-5 Create a line item to send in the repair by triggering the 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 an inbound delivery is expected for the higher-level item.

What is the item category determined for the new line item?

______________________________

1-2-6 Release all service items and save your transaction

Note the transaction number.

_______________________________

1-3 Logistics: Return for Repair

The notebook arrives at your service plant. You will post goods receipt. It will be posted

under repair order stock.

1-3-1 Post Goods receipt.

Shipping Point: 3800

Selection Date: Today’s date

Order: Your transaction number

Choose Post Goods Issue.

It might happen that the repair order is still blocked for a moment. In thiscase choose Create Outbound Delivery again until the order is released.

1-3-2 Check the stock for your material HT-1011 in plant 3800.

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/she decides what actions need to betaken 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. What actions are possible?

• ________________________

• ________________________

• ________________________

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1-4-1 Create a Diagnosis Item.

In our example, the technician decides to perform the repair using a service and a

spare part. Trigger the action Diagnosis.

What is the item category created for this new item?

1-4-2 Create repair steps. Trigger the action Repairs + Spare Parts for your Diagnosis

line item.

Use the product SRV2_9 for the service.

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 following

information:

Product: HT-1069

Quantity: 1

1-4-3 Release the items and save your transaction.

1-5 Repair completion confirmation

After completion of the repair, the service technician reports working time and material

used.

1-5-1 Open your existing in-house repair order to create a follow-up confirmation

transaction.

The diagnosis, the service and the spare part item are confirmation relevant.

Copy these three items to the confirmation.

1-5-2 Change the service technician assignment to Lou Windham.

Exec. Service Employee: Windham

Select Enter to confirm.

1-5-3 Enter the duration of the work for the products on the services tab view:

SRV_DIAGNOSIS 20 MIN

SRV2_9 60 MIN1-5-4 Mark the items as complete and save the confirmation.

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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 and make sure you are in change mode.

1-6-2 Choose the Return for Repair item line and trigger the action for a delivery.

The system creates a new item line that triggers the return delivery of the repaired

notebook.

What is the item category of the newly created item? __________________

1-6-3 Release the items and save the order.

1-7 Logistics: Return delivery for the repair

The notebook is returned to the customer. When you post goods issue for the delivery,

stock is adjusted accordingly.

1-7-1 Create the Outbound Delivery.

1-7-2 Enter the following information:


Selection date: Today’s date


Choose Enter .

Choose Subsequent Functions Create Transfer Order .

In the dialog box, choose Yes.

Enter the following data:

Warehouse Number: 038

Delivery: Leave as default

Foreground/Background: System Guided

Adopt Pick Quantity: 2

Choose Enter .

Save.

1-7-2 Check the stock overview for material HT-1011 in plant 3800.

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.

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Solutions

Unit: In-House Repair

Topic: In-House Repair Processing

1-1 What are standard options available in the process flow for the in-house repair?

Process Flow

• 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

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 ofdamage) 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.The customer uses the RMA number to send the defective product in for repair.

1-2-1 Create an in-house repair order of type SAP Repairs for your customer

##Megastore with a description In-House Repair ##. Mark the priority asvery high.

SAP GUI:

SAP Menu Service Maintain Complaints and In-House Repairs

From the menu: Business Transaction Create.

Choose Complaints SAP Repairs.

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PCUI:

Navigate to Service Processing In-House Repairs

Choose New

Choose SAP Repairs.

In either GUI, enter the following data:

Sold to Party: ##Megastore

Description: In-house Repair ##

Priority: Very High

To confirm your entries, choose Enter .

1-2-2 Add the product the customer wishes to return:

Product: HT-1011

Quantity: 1To confirm your entries, choose Enter.


assignment.

What is the item category determined for this line item?

RREQ - repair request

SAPGUI:

The item category can be seen by choosing the button Item Details, then

scrolling to the right on the line item level.

PCUI:

The item category can be viewed on the line item on the products tab. You mayneed to choose Personalize to make the item category field visible.

1-2-3 Add the component number 3305 on the line item level. This will identify the

object being repaired more precisely than a product number alone.

SAP GUI:

On the Fast Entry screen, enter 3305 in the component field.

PCUI:

Stay on the Product s tab. Enter 3305 in the component field.

Choose Enter to confirm your entries.


assignment.

The system informs you if the object is under warranty.

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1-2-4 Add a reason for the complaint. Choose a reason, such as: Malfunction in

LCD display

SAP GUI:

Choose a reason from the dropdown box.

PCUI:

Choose the Technical Analysis tab for the item level under the tab Products. On the Technical Analysis tab, use the drop down box to choose Reason for

Complaint.

Choose a reason from the list then press Confirm.

1-2-5 Create a line item to send in the repair by triggering the action Return for

Repairs.

The system creates a sub item of category Return for repair for the main repairitem. The return item shows that an inbound delivery is expected for the higher-

level item.

What is the item category determined for the new line item?

RSUB – Repair Return.

SAP GUI:

Choose button Return for Repairs on the bottom of the Fast Entry Screen.

PCUI:

Go to the Scheduled Actions tab on item level.

Add an entry. You will receive a pop-up.

Choose action Return for Repairs.

1-2-6 Release all service items and save your transaction

Note the transaction number.

_______________________________

SAP GUI:

Release all service items by choosing Release Items.

Save.

PCUI:

Choose button Service Status and then choose Release Items.

Save

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1-3 Logistics: Return for Repair

The notebook arrives at your service plant. You will post goods receipt. It will be posted

under repair order stock.

1-3-1 Post Goods receipt.


Selection Date: Today’s date


SAP GUI:

Log on to the SAP ERP system.

Use the following menu path in the SAP ERP system:

SAP Menu → Logistics → Sales and Distribution → Shipping and

Transportation → Outbound Delivery→ Create → Single Document → With

reference to Sales Order (VL01N).

Enter the data above and press Enter .


PCUI:

Navigate to R/3 Integration → Create Outbound Delivery.

Enter the data above and press Enter .


It might happen that the repair order is still blocked for a moment. In this

case choose Create Outbound Delivery again until the order is released.

1-3-2 Check the stock for your material HT-1011 in plant 3800.

Enter the material HT-1011 and 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 GUI:

SAP Menu Logistics Materials Management Inventory Management

Environment Stock Stock Overview (MMBE)

PCUI:

Navigate to R/3 Integration Stock Overview R/3.

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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/she decides 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. What actions are possible?

• Perform repairs

• Scrap the goods

• Send temporary replacement

1-4-1 Create a Diagnosis Item.

In our example, the technician decides to perform the repair using a service and a

spare part. Trigger the action Diagnosis.

What is the item category created for this new item? DGNS – diagnosis item.

SAP GUI:

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 Change if you are in a display mode.

Choose button Diagnosis.

PCUI:

Navigate to Service Processing In-House-Repairs

Enter the transaction number of the repair order and choose Go.


Go to the Products tab.

Choose the Scheduled Actions tab for the main line item.

Choose Add.

Choose Diagnosis.

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1-4-2 Create repair steps. Trigger the action Repairs + Spare Parts for your Diagnosis

line item.

SAP GUI:

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 .

PCUI:

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).

Use the product SRV2_9 for the service.

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

To confirm your entries, select Enter.

1-4-3 Release the items and save your transaction.

SAP GUI:

Return to the Fast Entry Screen.

Choose Release items.

Choose Save.

PCUI:

Choose Service Status, then choose Release items.

Choose Save.

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1-5 Repair completion confirmation

After completion of the repair, the service technician reports working time and material

used.

1-5-1 Open your existing In-house Repair Order to create a follow-up confirmation

transaction.

SAP GUI: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 are confirmation relevant.

Check these three items and choose Copy.

Choose Fast Entry.

PCUI:

Navigate to Service Processing In-house Repairs



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

1-5-2 Change the service technician assignment to Lou Windham.

Service Technician: Windham

Select Enter to confirm.

1-5-3 Enter the duration of the work for the products on the services tab view:

SRV_DIAGNOSIS 20 MIN

SRV2_9 60 MIN

SAP GUI:

Choose the Services tab.

PCUI:

Choose the Products tab. Use the dropdown box to switch to the Services view.

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1-5-4 Mark the items as complete and save the confirmation.

SAP GUI:

Choose Complete.

Choose Save

PCUI:

Choose Expand .

Choose Complete items.

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 and make sure you are in change mode.

SAP GUI: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.


PCUI:

Navigate to Service Processing→ In-house Repairs



Please delete flag Sel for the main item (1000) before processing the next step.

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1-6-2 Choose the Return for Repair item line and trigger the action for a delivery.

SAP GUI:

Use the Actions icon (Toolbox) and choose Delivery: Repair (1100).

PCUI:

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 repaired

notebook.

What is the item category of the newly created item?

RRET – repaired goods delivery.

1-6-3 Release the items and save the order.

SAP GUI:

Choose Release Items on the Fast Entry Screen. Choose Save.

PCUI:

Choose Expand . Choose Release 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 is adjusted accordingly.

1-7-1 Create the Outbound Delivery.

SAP GUI:

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).

PCUI:

Navigate to R/3 Integration→ Create Outbound Delivery.

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1-7-2 Enter the following information:


Selection date: Today’s date


Choose Enter .

Choose Subsequent Functions Create Transfer Order .

In the dialog box, choose Yes.

Enter the following data:

Warehouse Number: 038

Delivery: Leave as default

Foreground/Background: System Guided

Adopt Pick Quantity: 2

Choose Enter . Save.

1-7-3 Check the stock overview for material HT-1011 in plant 3800.

SAPGUI:

Use the following R/3 Menu path:

SAP Menu → Logistics → Materials Management → Inventory Management →

Environment → Stock → Stock Overview (MMBE)

PCUI:

Navigate to R/3 Integration Stock Overview R/3.

In both SAPGUI and PCUI:

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.

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ExerciseR-

Unit: In-house Repair

Topic: In-house Repair Customizing

1-1 Review the customizing settings for the in-house repair orders.

1-1-1 Review the item category determination for the SAP Repair Order. What item

category is determined when a normal item is entered on an REPA transaction?

_____________________________

1-1-2 What action profile is assigned to this item category?

_____________________________

1-1-3 Review the action profile to determine which actions are available on a return

request item.

______________________________

______________________________

.

1-1-4 What controls that the action REPAIR_RETURN can be triggered manually in

the repair order?

______________________________________________________________

1-1-5 When the REPAIR_RETURN action is triggered, which entry will be used to

determine the item category for a standard item? Why?

______________________________________________________________

______________________________________________________________

1-1-6 What action profile is attached to this item category?

________________________________

1-1-7 What action is available in that action profile? When will this action be invoked?

______________________________________________________________

______________________________________________________________

1-1-8 When the item is sent in by the customer, the service technician will look over the

item to see what repairs need to be done. The standard action used is

REPAIR_DIAGNOSIS. What item category determination entry is used in thiscase for our standard item?

__________________________________________________________

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1-1-9 What action profile is used by this diagnosis item category?

______________________________________________

1-1-10 What types of actions are possible in this action profile?

_______________________________________________

_______________________________________________

_______________________________________________

_______________________________________________

_______________________________________________

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SolutionsR-

Unit: In-house Repair

Topic: In-house Repair Customizing

1-1 Review the customizing settings for the in-house repair orders.

1-1-1 Review the item category determination for the SAP Repair Order. What item

category is determined when a normal item is entered on an REPA transaction?

Architecture and Technology→ Configuration→ Customizing (SPRO)




Use the position button to find the entry.

Transaction type: REPA

Item Category Group: NORM

The item category determined is RREQ.

1-1-2 What action profile is assigned to this item category?


Transactions→ Basic Settings→ Define Item Categories

Use the position button

Item Category: RREQ

The action profile used is REPAIR_REQUEST - Repair Request.

1-1-3 Review the action profile to determine which actions are available on a return

request item.

SAP Implementation Guide→ Customer Relationship Management→ Basic

Functions→ Actions→ Actions in Transaction→Change Actions and

Conditions→

Define Action Profiles and ActionsUse the position button

Action Profile: REPAIR_REQUEST

Mark the line with REPAIR_REQUEST and choose Action Definition in theDialog structure on the left.

There are two actions: REPAIR_DIAGNOSIS and REPAIR_RETURN.

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1-1-4 What controls that the action REPAIR_RETURN can be triggered manually in the

repair order?

Mark the REPAIR_RETURN action and choose Details.

The settings “Immediate Processing” and the checkboxes Executable in Dialog and

Display in Toolbox allow the action to be available and manually triggered.

1-1-5 When the REPAIR_RETURN action is triggered, which entry will be used todetermine the item category for a standard item? Why?






The entry used will be: Transaction Type REPA, item category group NORM,usage RSUB, and main level item RREQ. The item category determined is RSUB.

The REPAIR_RETURN action will trigger the system to look for the usage RSUB

and the item will be a sub-item created under the main action with the item

category of RREQ.

1-1-6 What action profile is attached to this item category?




Item Category: RSUB

The action profile used is REPAIR_RETURN - Return for Repair.

1-1-7 What action is available in that action profile? When will this action be invoked?


Functions→ Actions→ Actions in Transaction→Change Actions and

Conditions→ Define Action Profiles and Actions


Action Profile: REPAIR_RETURN

Mark the line with REPAIR_RETURN and choose Action Definition in the Dialogstructure on the left.

There are is one action: REPAIR_RETURN_DELIVERY

This action will be used to return the item to the customer when the repair is

finished.

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1-1-8 When the item is sent in by the customer, the service technician will look over the

item to see what repairs need to be done. The standard action used isREPAIR_DIAGNOSIS. What item category determination entry is used in this

case for our standard item?






The entry used will be: Transaction Type REPA, item category group NORM,

usage DGNS, and main level item RREQ. The item category determined is DGNS.

The REPAIR_DIAGNOSIS action will trigger the system to look for the usage

DGNS and the item will be a sub-item created under the main action with the item

category of RREQ.

1-1-9 What action profile is used by this diagnosis item category?




Item Category: DGNS

The action profile used is REPAIR_DIAGNOSIS_RESULT_ITEM - Repair –

Result of Diagnosis (Item).

1-1-10 What types of actions are possible in this action profile?


Functions→ Actions→ Actions in Transaction→Change Actions andConditions→ Define Action Profiles and Actions


Action Profile: REPAIR_DIAGNOSIS_RESULT_ITEM

Mark the line with REPAIR_DIAGNOSIS_RESULT_ITEM and choose ActionDefinition in the Dialog structure on the left.

There are five actions: two for repair, two for temporary replacements, and one for

scrapping the item.

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Warranty Claims



Individual Objects


Service Contracts

4. Service Plans





9. In-House Repair

10. Warranty Claims

11. Case Management

Units

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Describe the features of warranties

Create warranty products

Explain the effect of both customer and vendor warranties on

service processing

Create a warranty claim for service and parts covered by a

vendor warranty

Perform Customizing settings for warranties

Warranty Claims: Unit Objectives

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Warranty - Definition

A warranty is a promise made by us to the customer

Or by a supplier to us…

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 can be flexibly assigned to individual products, installed base components, or individualobjects.

When creating service orders, confirmations, repair orders, or complaints, the system automatically runs

a background check to see whether a warranty exists and then assigns this accordingly.

When calculating prices for the services and service parts in billing, warranties can be taken into

account through the use of appropriate discounts.

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.

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IBase

Component

Installation

Relationship

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

(including, excluding)

Rule Start

(e.g. Iobject

installation date)

Rule End

(e.g. start date + runtime)

Product Master

Warranties - Assignment

Relationships

Assignment and tracking of warranties Product master

• Warranty information for Individual Objects created with reference to product, for example, product

registration using e-Service

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

for consumer 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

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Service Process – Warranty Validation

Automatic check in Service Order, Repair Order and

Complaint

Check for coverage of product that is subject of service includingscope 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 it

automatically to the transaction. Contract determination occurs in the system based on the Installed Base

Component.

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

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Warranty Claims

A warranty claim is a document which canbe communicated to the manufacturer.

It holds information about vendor, services,quantity and amount

Claims amount to the vendor

Vendor can offer a different quantity oramount including a comment (text log)

Holds changes in a log

Can be created automatically

Checks relevance while creation

Creates an invoice

WHAT IS A WARRANTY CLAIM?

A Warranty Claim is an entitlement that a dealer has in relation to a product of a supplier ormanufacturer (the reimburser). The Warranty Claim is used to represent the entire Warranty process

from creating a Warranty Claim, the technical analysis and relevant follow-up process steps, through to

the statistical evaluation. Some of the relevant follow up processes can be

• Dealer returns the defective products

• Dealer sends invoice to vendor with reference to warranty claim

• Dealer gets a substitute delivery

The warranty claim processing component provides:

• Integration of service order and warranty claim in CRM using the same data model (Business

Transaction Concept).

• High-performance routine for checking warranty claims, allowing most of the claims to be checked

automatically.

• User interface for processing warranty claims manually.

• Data administration and an interface for communicating with the reimbursers.

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Warranty Claim Processing

7

4

2

3

5

1

6

Create warranty claim

Add information about

the claimed items

Send warranty claim

to the vendor

Vendor confirmsthe warranty claim

Send debit memo or invoice

to the vendor

Perform warranty

analysis

Execute and confirm

service order

Warranty Claim Processing

Enables handling of claims against the

manufacturer for warranty covered

parts and services

You can create warranty claims based on service orders, complaints or confirmations, both manuallyand automatically from actions, even for multiple items per order.

If you create a warranty claim with more than one item, the supplier (reimburser) must always be the

same. It is not possible to create a single claim for more than one supplier.

Warranty claims can be sent to various reminbursers (producers, vendors, and so on).

Once the reimburser has checked the claim and returned it, you can process it further.

In other words if you (or the merchant) do not accept the decision or if you want to correct the claims,

you can immediately send the claims back to the reimburser once more.

Once warranty management is completed the system generates and overview of the total costs and

revenue.

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Warranty Claim Creation

Warranty creation with reference to

Service order

Complaint

Service confirmation

Without reference

Warranty entitlement check

Action based

Automatic or manually triggered

Vendor warranty determination

Vendor determination

Prerequisites:• Business Partner Role “Vendor” need to be assigned to the reference object .

• Vendor warranty must exist and be assigned to the reference object.

The system automatically checks during creation of a service order to see if a warranty exists for the

product, object, or the installed base that has been entered.

A warranty check log contains information on checks that have been performed regarding existing

warranties for a selected service product, including the result and status of the checks performed.

Action to copy and filter warranty claim-relevant items and other relevant order data into a new

warranty claim.

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Warranty Claim Data

Header Data

Information valid for the warranty claim as a whole

(warranty claim number, status, description, priority, sold-to party,and so on)

Item Data

Information valid for specific warranty claim items only

(service item number, status, description, quantity,

unit of measure, counter reading, subject codes, and so on)

Service, spare part, and expense items are supported in the

warranty claim

Partner Determination

Supported within all service documents

Business partners can be found and entered into transactions

automatically

During processing the claim takes hold of the relevant information such as equipments serial numbers,damage codes / damage reasons (catalogs), prices, counter readings and all warranty-related information

so the process can be mostly be automated

When creation of a warranty claim is triggered either manually or automatically, all the structures of the

service order/confirmation (header, main item, item) are transferred to the items that are relevant for a

warranty.

During this process, the system creates independent items in the warranty claim for each item and sub-

item. This results in a document flow that you can call up for display.

• The following fields are transferred to the vendor:

- Net values

- Codes

- Texts

- Products

- Quantity

- Reference object information

- Counter

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Warranty Claim Communications

Check and maintain warranty claim items during the

negotiation between the vendor and the dealer

OEM and Vendor

Dealer and Service Provider

Warranty Processing

Customer

XIF Interface

The warranty claim can be processed in two different variants: Simple or Complex Simple variant: Warranty Claim is accepted by the vendor directly.

Complex variant: Warranty Claim has to be negotiated on item level. The Claim is send back and forth

between the service provider and the vendor until a final settlement is reached. This variant can be

processed manually (paper based) or automatically via XIF interface (XML file).

In addition to whether the claim involves multiple contacts, there are also two alternatives for processing

the communication and negotiation with the vendor – either manual or via XIF with the SAP ERP

Warranty System.

The “manual warranty” is the core process, where the dealer prints the warranty claim and sends it to the

vendor manually.

The XIF-enabled process variant is different by the means of communication. The warranty claim issend as an EDI document via XIF to the vendor system.

SAP ERP warranty processing is separate from the CRM warranty claim solution. The CRM warranty

claim process includes the generic XIF interface only. Interface to SAP ERP is only possible with

mySAP ERP Warranty Claim via BAdI implementation. Manual handling of incoming Warranty Claims

possible.

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Rejecting or Accepting Warranty Claim Item

Check and maintain warranty claim items during the negotiation

between the vendor and the dealer

Main items contains the claimed value of the dealer

Debit request sub item contains the vendor response.

System and User Status is used during the negotiation to indicate

where in the process the claim is

Send to vendor / returned from vendor

Vendor approves claim item

Vendor partially approves

Vendor rejects item

CRM Billing and Controlling integration

Debit request sub item contains the billing and controlling relevant

information.

Partially accepted items and rejected items are differentiated by their item status in the system.• Partially accepted items: The service provider sets the status of the item to status “partially

accepted by vendor“.

The Service Provider has now 2 options:

- The Service Provider does not accept the adjusted claim and resubmits a new version of the claim.

- The Service Provider accepts the settled amount of the vendor and changes the main item status to“complete” This status change leads to the “released for billing” of the sub-item.

• Rejected items: The service provider sets the status of the item to status “rejected by vendor“.


- Service Provider does not accept vendor rejection and resubmits new claim version with adjusted

claim value & quantity for negotiation.

- Service Provider accepts the rejection and changes the item status from ‘rejected’ to ‘completed’ .

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Warranty Monitoring

Service Process Monitor enables you to search for warranty claims in different statuses.

Note: Monitoring of warranty claims is currently only available in the SAP GUI.

For example:

Mark checkbox of system status as “Released” and “Send to Vendor” to get the open warranty claims

with outstanding vendor answer.

Mark checkbox of system status as “Released” and “Returned from Vendor” to get the returned

warranty claims which wait for completion or renegotiation.

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Perform customizing settings for warranty

Warranty Claims Customizing: Topic Objectives

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Warranty Templates

Warranty Templates make creating new

warranties easier.

They can include defaults for such fields as:

Description

Warranty Category

Warranty Basis

Date Profile

Warranty Start

Warranty End

Name of Period


For creating frequently-used warranties, you can use a warranty template, which you define yourself,that is already filled with default values such as:

• Warranty Category

• Warranty Basis

• Date Profile

• Warranty Start

• Warranty End

• Name of Period

• Accounting Indicator

To define your own warranty templates, choose Customer Relationship Management > Master Data >

Products and then the activity Define Default Values for Warranties in the Implementation Guide

(IMG).

When creating a warranty in product master, you can then select a template in the set type Warranty in

the field Warranty Template. The data previously defined in the warranty template will be automatically

entered in the relevant field of the set type.

The values can be changed in warranty master record afterwards.

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Define profile for warranty check:

Warranty check attributes settings:Scope of check

Reference date

Define Warranty Check Profile

Assign warranty check profile to transaction header:

Assign warranty check profile

The warranty check profile can be defined under Customer Relationship Management→

Transactions→ Settings for Service Processes → Define Profile for Warranty Check . For each profile, you can

define the following attributes:

• Scope of Check

• Sequence

• Fix at Release

• Fix at Completion

• Reference Date

Assign the warranty check profile to the service contract transaction type under Customer Relationship

Management→ Transactions → Basic Settings → Define Transaction Types:

• Select Business Transaction Category Service Process

• Assign Warranty Check Profile

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Warranty Claim Customizing

Standard Delivered Objects in Warranty Claim

Processing

Transaction Type:

CLMA Warranty Claim

Item Categories:

CLMP Warranty Claim Item

CLMF Debit Memo Item for Warranty Claim

Transaction Type CLMA (Warranty Claim) has the business transaction category of Warranty Claim(BUS2000255).

Item category CLMP (Warranty Claim Item) was created with item object type CRM Warranty Claim

Item (BUS2000191).

Item category CLMF (Debit Memo Item for Warranty Claim) is also relevant for warranty management.

It contains item object type Customer Debit Memo Request Item (BUS2000167).

You can either use the transaction type and the item categories mentioned above, or you can copy them

and then change them to suit your business process.

Customer Relationship Management → Transactions → Basic Settings

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Describe the features of warranties

Create warranty products

Explain the effect of both customer and vendor warranties on service

processing

Create a warranty claim for service and parts covered by a vendor

warranty

Perform Customizing settings for warranties

Warranty Claims: Unit Summary

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Exercises

Unit: Warranty Claims

Topic: Warranty Claim Processing


• Create a vendor warranty and assign it to an installed base component.

• Create a confirmation and trigger the creation of a warranty claim withan action.

• Reflect the warranty process in the system depending on differentstatues (e.g. send claim to vendor or the vendor does accept partially

and rejects some of the claimed items).

• Process the debit memo request and invoice the vendor.

• Monitor open warranty claims using the Service Process Monitor.

A Warranty Claim is an entitlement that a dealer has in relation to a

product of a OEM. The Warranty Claim is used to represent the entire

Warranty process from creating a Warranty Claim, the technical analysisand relevant follow-up process steps, through to the statistical evaluation.

You can create Warranty Claim with reference to a service order or a

confirmation. This simplifies the creation of Warranty Claim since all of

the data (for example, partners, products, quantities, and prices) is copied

from the preceding document (via actions or copying control). It is also possible to create Warranty Claim without reference to a preceding

document.

1-1 Create a vendor warranty and assign it to an installed base component.

1-1-1 Log on to the your CRM system either with PC UI or SAP GUI.

1-1-2 Create a vendor warranty with the following information.

Warranty: Ven##_OneYear

Description: Vendor One-Year Warranty ##Category ID: WTYCAT002

Warranty (Time Dependent)

Warranty Category: Vendor Warranty

Warranty Basis: Time Dependent

Warranty Period: 1

Date Profile: Date Profile: Warranty Processing

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Time Unit: Years

Date Type / Rule Start: Warranty Start / Today’s Date

Warranty End:

Date Type / Rule End: Warranty End /

Warranty Start + Warranty Period

Accounting Indicator: Warranty

Save your warranty.

1-1-3 Find your IBase component so that you may set up all the necessary information touse warranty processing. The component is a Laser Professional Eco (HT-1040)

and it is assigned to the ##Megastore Installation.

1-1-4 Add both vendor and customer warranties to the component.

Add your newly created vendor warranty Ven##_OneYear and the customer printer

warranty WP_004.

1-1-5 Add information about the relationship of the product to a vendor.

Partner Function: Vendor

Partner: 3276 (Global Computers)

Save your entries.

2-1 Create a new confirmation.

2-1-1 Create a Confirmation with the transaction type Confirmation.

Exec. Service Employee 400440Sold-to Party: ##Megastore

Description: Scanner problems ##

Priority: Medium

Component: Your component.

2-1-2 Enter a defect code.

Defect Code/Subject code: Printer is dead.

2-1-3 Enter the service that was performed.

Product: SRV1_4

Quantity: 2 AU

2-1-4 Enter a service part that was used.

Product: HT-1040

Quantity: 1

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2-1-5 Check whether a warranty has been found.

Check whether a message was created that a warranty was found.

Check the Warranty tab on item level:

Which warranty was found? ______________

Is it a vendor or a customer warranty? ______________

2-1-6 Create a new claim to process the warranty relevant items by running the action ZIDESCreation of Warranty Claim.

2-1-7 Complete the items and save your confirmation.

Your confirmation number:

_____________________

2-1-8 Open the document flow on header level to check if the new created warranty claim

appears as a reference.

Write down your warranty claim number:

______________________

3-1 Process the warranty claim.

3-1-1 Open your warranty claim.

3-1-2 Check if all items with vendor warranty are copied into the warranty claim, including the

item quantity, reference object, defect codes and description from the predecessor

document.

3-1-3 Which warranty type was determined by the system?

________________________________________

3-1-4 Check which vendor was determined by the system Who is the vendor? Where was

this information determined from?

________________________________________

3-1-5 Release all the items on your warranty claim.

3-1-6 Change the status of the claim to Send to Vendor on the header level.

3-1-7 Create a print out to process the warranty relevant items by triggering the action ZIDES

Print Claim.

3-1-8 We’ll assume that the warranty claim was returned from the vendor and is now ready for

further in-house processing.Go to the Status tab on the transaction header level.

Add the status Returned by Vendor manually.

Does the new status delete the old status Send to Vendor ?

______________________________

Save the transaction.

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3-2 In the next steps you will simulate the process where the service provider gets a reply from thevendor. The vendor only partially accepts the claimed hours and rejects the claimed spare part.

If the vendor rejects paying for an item, the status is set to Rejected by Vendor .

A service provider would then have two options:

• Service Provider does not accept vendor rejection and resubmits new claim

version with adjusted claim value & quantity for negotiation.• Service Provider accepts the rejection and changes the item status from

Rejected to Completed .

In our scenario, we accept the rejection and change the item status to completed.

3-2-1 First we simulate the rejection of the vendor of the spare part:

Make sure you are on the item HT-1040.

Go to the Status tab on the item level for HT-1040.

Set the status to Rejected by Vendor .

3-2-2 Then we simulate our response by setting the status to Completed.Set the status to Completed .

3-3 We will simulate the vendor accepting a partial amount for the service product.

3-3-1 Set the status on the service line item to Partially Accepted by Vendor .

Choose the Item Details (if you aren’t already on the item level)

Go to the Status tab for the item SRV1_4.

Set the status to Partially Accepted by Vendor .

3-3-2 In our scenario, the action to create the debit request sub-item needs to be executedmanually. (This could be set to occur automatically from the status change.)

Go to the Action tab for the item with the status Partially Accepted by Vendor.

Choose the action Create Billing Document Request.

3-3-3 Check if the system has copied the quantity & amount from the main item into the

debit request sub-item.

3-3-4 Manually update the quantity and amount in the debit request sub-item to the approved

value of the vendor.

Set the amount to 1 AU.


• The Service Provider does not accept the adjusted claim and resubmits a new

version of the claim.

• The Service Provider accepts the settled amount of the vendor and changes

the main item status to “complete” This status change leads to the “releasedfor billing” of the sub-item.

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3-3-5 In our scenario, we accept the vendor’s decision for this item and change the main item

status to Completed .

Go to the product with the item status Partially Accepted by Vendor and change thestatus of the main item to Completed .

3-3-6 At the end, complete the warranty claim on header level (status Completed ) and save theclaim.

The Status ‘for billing’ is automatically set at sub-item level.

3-3-7 Check the change history of the warranty claim items.

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Solutions


Topic: Warranty Claim Processing

1-1 Create a vendor warranty and assign it to an installed base component.

1-1-1 Log on to the CRM system either with PCUI or SAP GUI.

1-1-2 Create a vendor warranty with the following information.

Warranty: Ven##_OneYear

Description: Vendor One-Year Warranty #

Category ID: WTYCAT002

Warranty (Time Dependent)

Warranty Category: Vendor Warranty

Warranty Basis: Time Dependent

Date Profile: Date Profile:

Warranty Processing

Warranty Period: 1

Time Unit: Years

Warranty Start: Warranty Start

Date Rule Start: Today’s Date

Warranty End: Warranty End

Date Rule End: Warranty Start + Warranty

Period

Accounting Indicator: Warranty

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SAP GUI:

SAP Menu→ Master Data→ Products→ Maintain→ Products.

Choose Create Warranty

Choose the Category WTYCAT002 and press Continue.

Enter the warranty identification and description listed above.

Go to the Warranty tab and enter the rest of the information.

Save your warranty.

PC UI:

Go to Products→ Warranties.

Choose New.

Enter the data shown above.

Save your warranty.1-1-3 Find your installed base component so that you may set up all the necessary

information to use warranty processing. The component is a Laser Professional

Eco (HT-1040) and it is assigned to the ##Megastore Installation.

SAP GUI:

Menu path: CRM Easy Access Menu→ Master Data→ Installed Base→ Change

Installed Base

Search using the dropdown button in the Installed Base field.

Enter ##Megastore in the External ID field (where ## is your group number).

Choose Start Search.

Choose the ##Megastore Installation.

Press Enter to view the details of this installed base.

Double-click on the component Laser Professional Eco (HT-1040).

PCUI:

Go to Installed Bases→ Installed Bases/Components.

Click on the button Show Advanced Search.

Enter *##* in the External ID field (where ## is your group number).

Choose Go.

Use the Go To dropdown button to choose Hierarchy.

Choose the component with the product HT-1040 (Laser Professional Eco).

Use the Go To dropdown button to choose Details.

You should now be on the detail screen for your HT-1040 component.

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1-1-4 Add both vendor and customer warranties to the component.

Add your newly created vendor warranty Ven##_OneYear and the customer printer

warranty WP_004.

SAP GUI:

Click on the Relationships to reach the Warranty tab page.

PC UI:

Go to the Warranty tab on this component.

On the warranty tab, add your new vendor warranty (VEN##_ONEYEAR).

Add WP_004 (printer warranty) as a customer warranty.

1-1-5 Add information about the relationship of the product to a vendor.

SAP GUI:

Choose the menu path Go to→ Partner .

PC UI:

Go to the Partners tab on this component.

Partner Function: Vendor

Partner: 3276 (Global Computers)

Save your entries.

2-1 Create a new confirmation.

2-1-1 Create a Confirmation with the transaction type Confirmation.SAP GUI:

Menu path: CRM Easy Access Menu→ Service→ Maintain Service Confirmations

From the menu at the top of the screen: Business Transaction→ Create.

PC UI:

Service Processing→ Confirmations.

Click on the button New

Description Printer Problems ##

Sold-to Party ##Megastore

Component Your component number

To search for your component, use the dropdown box in the component field.

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SAP GUI:

Use the Search for Component According to Product .

Enter ##Megastore in the Installed Base field and also enter HT-1040 in the Product ID field. When you press Enter, you should see a list which will include your installation’s

HT-1040.

PC UI:Enter *##* in the External ID field in the Search by Header Data (where ## is your

group number and also enter HT-1040 in the Product ID field in the Search by Product.

Choose Go.

Click on the box next to your component to confirm that it is correct.

2-1-2 Enter a Defect code.

Subject: Printer is dead.

In the PCUI, you will find defect codes on the tab Technical Analysis. Choose the entry Reason for Complaint from the drop down list. Select your defect code Printer is Dead.

Click Confirm to confirm the defect code.

2-1-3 Enter the service that was performed.

On the Overview tab in SAPgui or on the Products tab in PCUI:

Product: SRV1_4

Quantity: 2 AU

2-1-4 Enter a service part that was used.

Product: HT-1040

Quantity: 1

2-1-5 Check whether a warranty has been found.

If a valid warranty was found, the system displays a message that valid warranties were

found.

Go to the Warranty tab on item level.

SAP GUI:

Choose the Item Details button. Select the Warranty tab on item level.

PC UI:

Go to Products tab on header level, choose the service product and select the Warrantytab on item level.

Which warranty was found? Is it a vendor or a customer warranty?

The system should determine the customer warranty, which is assigned to the

installed base component (e.g. WP_004)

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2-1-6 Create a new claim to process the warranty relevant items by running the action ZIDES

Creation of Warranty. This action will manually trigger the creation of a warrantyclaim.

SAP GUI:

Press the button Transaction Data. Choose the Actions tab. Choose the button Create

Actions.

PC UI:

Press the button Schedule Actions at the header level.

2-1-7 Complete the items and save your confirmation. To save your settings, press the save

button and write down your confirmation number:

_______________

SAP GUI:

Return to the Fast Entry screen and click on the button marked Complete. Save.

PC UI:

Click the Service Status button and choose the entry Complete Items.

2-1-8 Open the document flow on header level to check if the newly created warranty claim

appears as a reference. You should see an entry from document type Warranty Claim.

Write down your warranty claim number:

__________________

SAP GUI:

Choose the button Document Flow.

PC UI:

Go to the header tab strip Document Flow.

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3-1 Process the warranty claim.

3-1-1 Open your warranty claim.

SAP GUI:

Choose the icon Open Business Transaction. Enter the number of your warranty claim.Press Enter . If it is in Display mode, choose the button Display/Change Trans.

PC UI:

Go to Service Processing→ Warranty Claims.

Search for your previously created warranty claim.

To find your warranty claim, press the Show Advanced Search button, enter thetransaction ID of your warranty claim document and press the Go button.

3-1-2 Check if all items with vendor warranty are copied into the warranty claim, such as the

item quantity, reference object, defect codes and description from the predecessor

document.

SAP GUI:

To check the description and the reference object, go to the Fast Entry screen.

The copied items and quantities are visible on the Item Details screen.

The defect codes are visible on the ‘Technical Analysis’ tab.

PC UI:

To check the description and the reference object, go to the General Data tab. The

description and the reference object details should be copied over from the confirmation.

The copied items and quantities are visible on the Products tab.

The defect codes are visible on the ‘Technical Analysis’ tab.

3-1-3 Which warranty type was determined by the system?

Click on Warranty tab on item level, to check which warranty has been determined.

The system should display the vendor warranty assigned to your installed base

component.

3-1-4 Check which vendor was determined by the system Who is the vendor? Where wasthis information determined from?

Go to the Partner tab and look up the vendor. You should see an entry with the partner

function vendor and the assigned business partner 3276 (Global Computers).

The vendor should also appear as the Payer and Bill-to Parties.

This is the vendor specified on our component.

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3-1-5 Release all the items on your warranty claim.

SAP GUI:

Choose the button Release Items on the Fast Entry screen.

PCUI:

Use the Claim Status button. Choose the entry Release Items.

3-1-6 Change the status of the claim to Send to vendor on header level.

SAP GUI:

Choose the Transaction Data button. Go to tab Status and use the dropdown

button to choose Send to Vendor .

PCUI:

Go to tab Status and press the button Add Entry. A new status automatically

appears with the entry Send to Vendor .

3-1-7 Create a print out to process the warranty relevant items by triggering the action ZIDES

Print Claim.SAP GUI:

Go to the Actions tab. Use the dropdown to choose the action ZIDES Print Claim.

PCUI:

Press the button PRINT and choose the action ZIDES Print Claim.

3-1-8 We’ll assume that the warranty claim was returned from the vendor and is now ready for

further in-house processing.

Set the status Returned by Vendor manually.

Go to the tab Status and press the button Add Entry. A new status automaticallyappears with the entry Returned by Vendor .

Save your settings.

Does the new status delete the old status Send to Vendor ?

Yes, the status Returned from Vendor will replace the former status Send to Vendor

once the Warranty Claim is saved.

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3-2 In the next steps you will simulate the process where the service provider gets a reply from thevendor. The vendor only partially accepts the claimed hours and rejects the claimed spare part.

If the vendor rejects paying for an item, the status is set to Rejected by Vendor .

A service provider would then have two options:

• Service Provider does not accept vendor rejection and resubmits new claim

version with adjusted claim value & quantity for negotiation.

• Service Provider accepts the rejection and changes the item status from Rejected to Completed .

In our scenario, we accept the rejection and change the item status to completed.

3-2-1 First we simulate the rejection of the vendor of the spare part:

Make sure you are on the item HT-1040.

Go to the Status tab on the item level for HT-1040.

Set the status to Rejected by Vendor .

3-2-2 Then we simulate our response by setting the status to Completed.

Set the status to Completed .

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3-3 We will simulate the vendor accepting a partial amount for the service product.

3-3-1 Set the status on the service line item to Partially Accepted by Vendor .

SAP GUI:

Go to the Status tab for the item SRV1_4 and set the status to Partially Accepted by

Vendor .

PC UI:Go to the tab Status on item level and press the button Add Entry. Choose the entry

Partially Accepted by Vendor.

3-3-2 In our scenario, the action to create the debit request sub-item needs to be executed

manually. (This could be set to occur automatically from the status change.)

SAP GUI:

Go to the Action tab for the item with the status Partially Accepted by Vendor.Choose the action Create Billing Document Request.

PC UI:

Go to the product with the item status Partially Accepted by Vendor and press the

Schedule Actions button. Choose the action Create Billing Document Request .

3-3-3 Check if the system has copied the quantity & amount from the main item into the debitrequest sub-item.

You should see an additional line item with the copied values and a reference to the

higher level line item.

3-3-4 Manually update the quantity and amount in the debit request sub-item to the approved

value of the vendor.

Set the amount to 1 AU.


• The Service Provider does not accept the adjusted claim and resubmits a new

version of the claim.

• The Service Provider accepts the settled amount of the vendor and changes

the main item status to “complete” This status change leads to the “releasedfor billing” of the sub-item.

3-3-5 In our scenario, we accept the vendor’s decision for this item and change the main item

status to Completed .

Go to the product with the item status Partially Accepted by Vendor and change the

status of the main item to Completed .

3-3-6 At the end, complete the warranty claim on header level (status Completed ) and save the

claim.

The Status ‘for billing’ is automatically set at sub-item level.

3-3-7 Check the change history of the warranty claim items.

PCUI:

Go to the tab Change History on header level.

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ExercisesR-


Topic: Warranty Claim Customizing

1-1 Create a new warranty check profile.

1-1-1 In Customizing create a new warranty check profile ZWAR##.

Warranty Check Profile: ZWAR##

Description: ## Warranty Check

Scope of Check: Customer Warranties

Sequence: First Reference Object, then Complaint Item

Fix Flag at Release: Checked

Fix Flag at Completion: Checked

Reference Date: Notification Receipt

Save your entries.

1-2 Assign the warranty check profile to your complaint transaction type.

1-2-1 Assign the warranty check profile to your complaint transaction type.

2-1 Test your new warranty profile with your new transaction type.

2-1-1 Create a complaint with your new transaction type.

Choose your complaint transaction type.

Description: Printer breakdown ##-2


Search for the component representing product HT-1040 in your ##Megastore

IBase.

Check whether a warranty has been determined according to your customizing.

Save your entries.

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SolutionsR-


Topic: Warranty Claim Customizing

1-1 Create a new warranty check profile.

1-1-1 In Customizing create a new warranty check profile ZWAR##.

Architecture and Technology→ Configuration→ Customizing


SAP Implementation Guide→ Customer Relationship Management→ Transactions→ Settings for Complaints→ Define Profile for Warranty Check

Warranty Check Profile: ZWAR##

Description: ## Warranty Check

Scope of Check: Customer Warranties

Sequence: First Reference Object, then Complaint

Item

Fix Flag at Release: Checked

Fix Flag at Completion: Checked

Reference Date: Notification Receipt

Save your entries.

1-2 Assign the warranty check profile to your complaint transaction type.

1-2-1 Assign the warranty check profile to your complaint transaction type.


Transactions→ Basic Settings→ Define Transaction Types

Search for your transaction type YC##

Scroll down to the bottom of the page and press the button Position.

Enter the technical key for your complaint transaction type YC## and press Enter .

Mark the entry YC##.

Double-click on Assignment of Business Transaction Categories.

Select the entry ##Complaint.

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Double click on Customizing Header in the dialog structure on the left-hand side.

Add your warranty check profile to your transaction type.

Save your entry.

2-1 Test your new warranty profile with your new transaction type.

2-1-1 Create a complaint with your new transaction type.

SAP GUI:

SAP Menu→ Service→ Maintain Complaints and In-house Repairs

From the menu on top choose Business Transaction→ Create.

PC UI

Service and Support→ Complaints

Choose Create.

Choose your complaint transaction type.

Description: Printer breakdown ##-2


Search for the component representing product HT-1040 in your ##Megastore

IBase

To search for your component, use the dropdown box in the component field.

SAP GUI:

Use the Search for Component According to Product .

Enter ##Megastore in the Installed Base field and also enter HT-1040 in the Product ID

field. When you press Enter, you should see a list which will include your installation’s

HT-1040.

PCUI:

Enter *##* in the External ID field in the Search by Header Data (where ## is your

group number and also enter HT-1040 in the Product ID field in the Search by Product.

Choose Go.

Click on the box next to your component to confirm that it is correct.

Check whether a warranty has been determined according to your customizing.

Save your entries.

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Case Management



Individual Objects


Service Contracts

4. Service Plans





9. In-House Repair

10. Warranty Claims

11. Case Management

Units

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Case Management: Unit Objectives


Explain the concept of CRM Case Management Create and process a case

Configure a case type

Perform Customizing settings for case management

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Case Management in mySAP CRM

Create case

74

2

3

5

1

6

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 visibility

of case processes within his or her reach of responsibility.

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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 ERP, as well as objects from external applications

A case can be considered as a “folder”, as an object that allows you to link many different objects

together.

A case is not an “order“ in the sense of the “one order concept“.

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Case Management – Case Overview

Case (Case Type)

General Activities Partners Objects

Actions Transactions Attachments Hierarchy

Log Classification

Description

Priority /Status

ResponsiblePerson

Link anactivity

Create newactivity

Link anyPartner

MandatoryPartner

InstalledBase

Component

Product

iObject

Follow UpE-Mail

Alert

Link aComplaint

Create ServiceOrder

Link WordDocument

Link URL

Case withinCase

Change Log Classify Case

The case is controlled by a case type which controls the user interface. There are industry specific userinterfaces available.

Activities can be created and managed from within the case. The activities can be assigned to different

users than the one responsible for the case. Activity templates can be used to make repeated activities

easier to set up and manage.

Business Partners can be added to a case. A partner determination procedure controls which partners

are mandatory. Linked business partners could include persons responsible for a managing a case, as

well as persons who are affected by the outcome of the case, such as applicant, client, agent and so on.

Reference Objects can be linked to a case: these can be products, installed base, IBase component, or

individual objects.

Actions can be set off from within a case either manually or automatically.

Service orders can be created from within a case.

Independently created business transactions can be linked to a case.

Electronic documents, such as forms, templates or policies, can be linked.

Cases can be nested to form hierarchies of cases.

Maintaining an ongoing notes log captures case-relevant information. Case notes are user, date and

time-stamped.

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Case Management Search Capabilities

Powerful case search

capabilities for text

searches of cases, casenotes and linked

documents

Separation of search

results and object details

Central Search in Portal

Branding Area

Powerful case search capabilities that support natural language text searches for case notes and content

of linked documents.

Case-specific analytical information to support the visibility of case characteristics for ease of search,

selection and processing.

Case classification enabling the grouping of cases for search, reporting and analysis reasons by defining

additional attributes that are saved with the case.

You can search for cases by specifying the Ref. Category ID field as the selection criteria within the

Advanced Search tool of CRM Case Management. In addition, selecting the checkbox Incl.

Subcategories lets you search for cases assigned to any sub-categories of the category defined in the Ref.

Category ID field.

You can activate an extended CRM Case search functionality, which enables a fast search via linked

objects including multiple values and ranges. In addition to the default standard search method, you canspecify the SAF/TREX search method. For more details refer to SAP Note 880200 as well as the IMG

Activity: Set Search Scenario. ( IMG: Customer Relationship Management→ Case Management→

Extended Customizing→ Set Search Scenario)

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Tracking Case History and Controlling Access

The Case Management

application enables case

processors to effectivelytrack changes to their cases

and manage access:

Ongoing notes log

Auditability through time, date and user stamps

Multiple types of notes available

Authorizations based on case types and case note types

User access limited to specific information within case types

Alerts can be triggered by events, such as overdue cases

Changes to a case are automatically recorded in a log, enabling you to fulfill legal requirements to provide audit trails for cases, and also providing you with useful progress information.

Cases can have more than one type of case note which allows you to further sort and manage

information. This is controlled by a text determination procedure assigned to the case type.

Changes to notes are tracked. Case notes are stamped with the user, date and time.

Authorizations restricting view and editing capabilities can be 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.

You can improve processing efficiency by making case information globally accessible, while at the

same time ensuring the confidentiality of sensitive information through authorization checks.

Cooperation during case processing is facilitated by activities, which you can create and assign to the

corresponding processors.

Alerts can be triggered automatically by events such as overdue cases.

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Features for Case Processors

Copying cases

Hierarchical cases

Scripting

Surveys

Delegation of activities

Content management

integration

General Data Tab

Case header attributes in

a structured format

Activities in connectionwith the case can be

created, viewed, and

maintained

Copying of cases – creation of a new case by copying an existing case with the ability to predefinewhich data gets copied to the new case

Cases can be nested under either cases.

Scripting – intelligent guidance tool that provides case instructions for the less experienced user.

Survey tool integration allows users to assign and save attributes in question and answer format. The

case‘s current processing status could be derived from these attributes via Business Add In

implementation.

Direct management of activities from within the application that can be assigned to a person other than

the person in the role of case processor.

Content management integration allows you to structure any linked documents, link archived

documents, send e-mails, and provide an audit trail through versioning of documents. Enhancementswithin Content Management will additionally provide functionality that allows uesrs to assign

individual attributes to linked documents.

General Data Tab:

A) Case header attributes in structured format

B) Activities in connection with the case can be created, viewed, and maintained

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Case Management Customizing: Topic Objectives


Configure a case type Customize a case schema with a category hierarchy

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Case Management Customizing Overview

Basic Case Management Customizing

Settings

Case type definition

Number ranges for cases

Classification catalog

Parameters for copying cases

Case attribute values

Profiles to attach to case types

User status

Text determination

Partner determination

Action profile

Modeling Reference Categories

Assign reference categories in category modeler

The next slides walk through defining a case type, creating and attaching action profile and partnerdetermination profiles, and modeling reference categories in the category modeler.

Text determination profiles and user status profiles are directly attached in the case type definition.

Action profiles and partner determination profiles are attached in separate IMG transactions.

Authorizations According to Case Type: To control user authorizations for an entire cases on the basis

of the case type, you enter the case type in the authorization object S_SCMG_CAS in the field

CASETYPE. You maintain authorization objects in User or Role Maintenance (in the SAP Easy Access

menu, choose Architecture and Technology -> System Administration -> User Maintenance -> User orchoose Architecture and Technology -> System Administration -> User Maintenance -> Role

Administration -> Roles). The authorization objects for Case Management can be found under Cross-

Application Authorization Objects (AAAB).

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Case Types

Define a new case type

Set an identifier and description for case type.

Set permitted process C_01 for CRM case

management.

Attach profiles such as user status and text

determination procedure.

Set number range and early number

assignment.

Case types can be marked obsolete if no longer

used.

A case type defines the central properties of a case to reflect your business processes. It groups togethervarious settings that influence the following aspects of case processing: permitted values of case

attributes, for example, statuses; system behavior, for example, assignment of case numbers; user

authorizations for cases. If you define more than one case type, users have to specify the relevant case

type when creating a case.

The following case types are predefined in the standard system: C_01 Incident Tracking for general

CRM Case Management and C_02 Dispute Case for managing invoice complaints and payment disputes

in the Telecommunications industry.

Specify the following settings in Define Case Type.

• Identifier and description for the case type

• Process: Processes define a broad application of the Case Management functionality. They are used

to group case types and as a filter for Business Add-Ins, which can be used to implement checks and

industry-specific routines. Note: You must assign the process C_01 to all new case types that you

create, to classify cases of this case type as originating in a SAP CRM Case Management

application, rather than other SAP Case Management applications.

• Assign profiles: Status profile and Text profile.

• …

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• …

• Internal number range: Enter a number range that you created in the previous IMG activity. The

system automatically assigns a number within this number range to each new case. Note: Number

assignment by users (external number assignment) is not supported.

• Early number assignment - Set this indicator if you want the system to assign a case number when

the case is created, rather than when you first save it. This enables agents using the Interaction Center

WebClient to inform customers of the case number during interaction.

• Case type obsolete - Set this indicator if you want to prevent further cases of this case type from

being created but still allow users to access existing cases of this type.

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Customizing Actions

Actions:

Normal action configuration:

Create the action profile

Define the condition

Assign the action profile tothe case

Integration of the Post Processing Framework (Actions) is available for case management. This is typically used, for example, to trigger follow-up activities and to assign these activities to other

employees. In order to automate this and other processes, the Post Processing Framework is now

integrated with case management, enabling actions to be defined. Using Actions (Post Processing

Framework) you can schedule and start any subsequent processing steps depending on the case type, as

well as the various scheduling and start conditions.

Examples of subsequent processing steps may be sending e-mails or starting workflows. You can also

simply stipulate that a specific ABAP coding is run.

Action configuration can be viewed under:

• SAP Implementation Guide Customer Relationship Management Case Management

Extended Customizing Process Actions

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Customizing Partners

1. Create a partner determinationprocedure

2. Specify the min./max. no. of partners

3. Assign the partner determinationprocedure to the case type

If an access sequence is

needed, use the BAdI: /CRMS/CMG_PART_DETER

Partner determination procedures can be assigned to the case type to control which business partnersshould be mandatorily associated with a case. The determination procedure can also control the

maximum number of partners allowed.

There is no access sequence attached to partner functions for case management. If an access sequence is

needed, use the BAdi: /CRMS/CMG_PART_DETER

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Reference Category via Category Modeler Integration

Available reference

categories are defined in a

category schema within theCategory Modeler

application

The category schema gets

assigned to a case type.

Only one category schema

can be assigned to a case

type at any given time but

one category schema can

be assigned to multiple

case types

Activity and Document

Templates can be assigned

on reference category level

The two main business reasons for assigning a reference category to a case are:• Process control

• Hierarchical BW reporting on cases

• Examples: A case worker can make use of the activity templates that are assigned to a reference

category when creating new activities within the case. Assigning reference categories to cases

enables companies to produce hierarchical reports based on the multilevel reference categories. The

reports provide an accurate picture of how many cases have been created in the different business

areas, as represented by the reference categories.

Assignment of category to case type is done through the category modeler.

In CRM 5.0, it is possible to assign only a single reference category to the case.

Prerequisites for using reference categories: Set up a categorization schema in the category modeler.

Release the categorization schema. Assign the categorization schema to a corresponding case type.

Within the category schema you can create multiple nodes either at the same level or a level below. At

each level you give it a label and a description. Activity templates can be assigned levels within the

schema.

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Customizing – Activity Template Assignment toCategorization Node.

1) To create the activity template: SAP Menu: Activities – Maintain activities:

2) Record the transaction number of the activity you have created and

assign it to the reference category level in the category modeler on the

Activity Templates tab:

You can use templates in CRM Enterprise, for example, for generating activities within similar types ofcases.

You create templates directly from a transaction, that is, if you want to create a template for an activity,

you first need to be in the activity processing screen.

In the Easy Access menu, choose Maintain Leads or Maintain Activities. Choose Extras -> Templates -

> Create.

Activity templates can be assigned to reference category levels within a category schema. Then this

activity will appear within a case when the case is associated with that reference category.

The prerequisite for this is that the case type has a category hierarchy assigned which contains the

reference category to which the activity template is assigned.

The bottom half of the slide shows how you can attach the activity‘s document number to a referencecategory level in the category modeler.

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Case Management: Unit Summary


Explain the concept of CRM Case Management Create and process a case

Configure a case type

Perform Customizing settings for case management

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Exercise

Chapter: Case Management

Topic: Creating 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 towork on the case by creating activities to be fulfilled by the team. A casenote is added instructing the team to link all electronic forms to the case.

A service transaction is created in relation to the case.

The contact center agent processes several business transactions relating the component 3961. An

alert informs the agent to create a case to manage all the information together. The case is assignedto 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 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.

Enter the following information for your case:

Header ## Megastore Case

Priority Very high

Person Responsible CRM-##Processor 400440 (Lou Windham)

Enter to confirm the data

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3-1 Now you want to enter the case details.

3-1-1 Add the Business Partner ##Megastore. to the case.

Business Partner tab

Add Entry

Choose Sold-to from the dropdown box in the Partner field.

Use the dropdown in the Business partner field to search for ##Megastore.

Enter ##Megastore in the Name 1 field. Press Go.

Choose the business partner number for ##Megastore.

Enter

3-1-2 Enter a reason for linking the business partner.

Enter a reason in the Link Reason field to the right side of the line where youentered the business partner on the Business Partner tab

3-1-3 Create a case note to record information about the case.

Use the following settings in the drop down boxes:

Short title: Replacement issues with

component

Enter whatever text you would like in the text box.

3-1-4 Add the Installed Base Component 3961.

Component: 3961

Link Reason: Repeated breakdowns

3-1-5 Save your case.

3-1-6 Review the information about the case on the General tab in the summary area.

3-1-7 View the Case record tab. See the information that is linked to the case.

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4-1 Create a new activity for this case.

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

4-1-1 Attach a relevant document to the case.

Choose any document you like and give it a name.

4-1-2 Create a new Service Process which will be associated with this case.

Give a reason for the creation of the service order in the link reason field.

4-1-3 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 that

undoubtedly will occur.

4-1-4 Create a new case

Header ##Umbrella Case

Processor 400440 (Lou Windham)

4-2-2 Add ##Megastore as the sold-to party on the business partners tab.

4-2-3 Add your previously created case as a sub-case.

See how it appears as a sub-item.

4-2-4 Save your new case.

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Solution

Chapter: Case Management

Topic: Creating a 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 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 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 New.

In the drop down box, choose Incident Tracking .

Enter the following information for your case:

Header: ## Megastore Case

Priority: Very high

Person Responsible: CRM-##

Processor: 400440 (Lou Windham)

Enter to confirm the data

3-1 Now you want to enter the case details.

3-1-1 Add the Business Partner ##Megastore. To the case.

Business Partner tab Add Entry





Enter

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3-1-2 Enter a reason for linking the business partner.

Enter a reason in the Link Reason field to the right side of the line where you

entered the business partner on the Business Partner tab

3-1-3 Create a case note to record information about the case.

General tab

Use the following settings in the drop down boxes:

Short title: Replacement issues with

component

Enter whatever text you would like in the text box.

3-1-4 Add the Installed Base Component 3961.

Reference Object tab

Add Entry

Component: 3961

Link Reason: Repeated breakdowns

3-1-5 Save your case.

3-1-6 Review the information about the case on the General tab in the summary area.

3-1-7 View the Case record tab. See the information that is linked to the case.

4-1 Create a new activity for this case.

4-1-1 Go to the Activities tab to create a new activity.

Choose New

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.

Attachments tab

Choose Add Document

Choose Browse to look for a document

Choose any document you like and give it a name.

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Choose Add Document .

4-1-3 Create a new Service Process which will be associated with this case.

Go to the Transactions tab

Choose New

Choose Service Process

Give a reason for the creation of the service order in the link reason field.

4-1-4 Save the Case.

4-2 Since the issues are more widespread than immediately thought, you will want to create a newcase to hold information on the case you just created as well as other future cases that

undoubtedly will occur.

4-2-2 Create a new case

Choose New

Choose Incident Tracking

Header: ##Umbrella Case

Processor: 400440 (Lou Windham)

Enter

4-2-2 Add ##Megastore as the sold-to party on the business partners tab.

Business Partner tab

Add Entry





Enter

4-2-3 Add your previously created case as a sub-case.

Go to the Hierarchy tab

Add Entry

Choose the dropdown search on the Case ID field .

Search All Cases

Go

Choose your case.

See how it appears as a sub-item.

4-2-4 Save your new case.

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Exercises

Unit: Case Management

Topic: Case Management Customizing


• Create your own case type.

• Create your own hierarchy in the category modeler

• Create and assign an activity template to a node in the category

modeler

• Use case management

You need to be able to classify your cases further by the types of products associated with the cases. You can do this by creating

hierarchical categories (category schema) and by associating this

category schema with a new case type. In addition these categories

can have attached templates for activities frequently needed. Youwould also like to set mandatory partners for your case type.

1-1 Create a new case type ZC##, with description CASE##.

1-1-1 Logon to the SAP GUI with the user and password provided by your instructor to create

a new case type as a copy of C_01 (Incident Tracking) in the IMG.

1-1-2 For this new CASE## the Employee Responsible partner function is mandatory and

must exist at least once. Create a new partner determination procedure ZCMP##

with this setting and attach it to your case type.

1-1-3 Logon to the portal with the user and password provided by your instructor.

Create a new schema with the following data:

Name: Schema##

Description: Schema##

From Date: today (important)

Valid time from: 10 min forward (importan

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Make sure that you have changed the default date and time to the

corresponding settings.

The hierarchy should be assigned to your CASE## transaction type.

As a next step, create a category hierarchy like this:

• PC problem##

• Monitor##

• Disk##

Set the status to released and save.

1-1-4 Under the Disk node, attach an activity template that you base on a normal activity but

with your own description. Create this activity template in the SAP GUI of CRM.

1-1-5 Logon to the portal again.

Create a new case with your new case transaction type.

Assign your category hierarchy node to your case type and see if you can use the activity

template.

Notice that the assignment to the category is based on the date above so you have to waituntil the assignment date has been reached.

Add a case note “Description”.

Save the case.

1-1-6 Are you able to copy the case using the corresponding button?

Make a setting so that copying your case with all notes is allowed.

Try your setting and especially check where the copied text notes appear.

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1-1-3 Logon to the portal with the user and password given to you by your instructor.

Create a new schema with the following data:

Name: Schema##

Description: Schema##

From Date: today (important)

Valid time from: 10 min forward (importan

Make sure that you have changed the default date and time to the

corresponding settings.

The hierarchy should be assigned to your CASE## case type.

Choose Knowledge Management Category Modeler .

Choose New

Schema.

Put in Name and Description

Put in From Date as today + 10 minutes

Click on the Application Areas tab.

Click on Add Entry

Choose application Case Management

Value: ZC##

As a next step, create a category hierarchy like this:• PC problem##

• Monitor##

• Disk##

Click on the Categories tab.

Click Create Subnode

Put in PC problem## as label and description

Click create a subnode

Put in Monitor##

Click Create same level node

Put in Disk##

Release the category hierarchy and set the status to Released .

On the General Data tab set the status to Released

Save your settings.

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Appendix



Individual Objects


Service Contracts

4. Service Plans





9. In-House Repair

10. Warranty Claims

11. Case Management

Units

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Service

Items List

Gantt Area

Employees

Time

Assignments

Resource Planning Tool

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 serviceemployee. 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.

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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 assignedto 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.

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Maintain availability description

Maintain assignment

Change assignment status Communication:

Send short message to employee

Call employee or businesspartner

Service Employee:

Sort

Display/change detailedinformation

Gantt Area:

Change processing period

Change reference time zone

Hide time ranges

Resource Planning Tool: Functions

Availability description: Specifies details about the period, availability type, the service employee and,if required, a comment about availability. You can also change the duration of the availability

description directly in the Gantt area by dragging the horizontal bar at one end.

Create assignment: Select a task in the service item list and call up a horizontal bar in the Gantt area.

Alternative: Select a service task from the service item list, select a service employee in the Gantt area,

choose Assignment , enter start, finish, and additional data in the dialog box. Existing assignments are

not influenced by assignments that have been newly created. A time overlay of several assignments to

one service employee is possible.

Create several assignments: Select a service task from the service item list and, while holding down

the Shift key, select several service employees, right-click and choose Schedule from the context menu.

Change assignment: If you use drag & drop to move the assignment to another service employee, the

length of the horizontal bar stays the same, but the status is reset to status released .

Change assignment status: Open the detail window and choose the status required.

For sending short messages and for calling, communication data (telephone number or e-mail) must be

maintained in the business partner master record for the business partner. For calling, the telephony

integration must be active.

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Automatic Scheduling of Service Items

Assignments are created automatically in the Resource Planning

Tool 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

A BAdI is provided that

enables assignments to be

rescheduled if scheduling

relevant data has changed in

the service order

Assignment Processing

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

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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 the

work 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 Hope

Dan HeathPete 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.

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Workforce Management (WFM) Core

CRMWFM Core

AddOn

with Built-In

Dispatcher

APOWFM Core

AddOnwith 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.

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Resource

Planner

Patricia Preston

Peter Johnson

Prerequisites: Organization

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 anotherservice organization, enter a date as a time limit up until which the service employee is responsible to

the other 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.

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Service

Process ItemService Task

Category Partner

Date

Relevancy

Status

ServiceProduct

Duration

Prerequisites: Service Process

The following prerequisites must be fulfilled so that the service process items can be read as servicetasks in the service item list:

The leading business transaction category for the relevant transaction type must be Service. The item

object type must be Service Process Item (BUS2000140).