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Table Of Contents

Usage Determination
Scheduling for Counter-Based Service Intervals
Service Monitor
Transaction Analyzer
Change Processes
Cancel Last Change Process
Account Assignment to Profitability Analysis
Amount Allocation with SAP ECC Integration
Accounting Indicator
Creation of Splitting Rules
Repostings
Extended Service Process Analysis in SAP ECC
Logistics Integration
Logistics Integration in the Procurement Process
Customizing for Logistics Integration in Procurement
Logistics Integration in the Material Withdrawal Process
Data Exchange for Service Confirmations: SAP CRM - SAP ECC
Logistics Integration in Delivery-Relevant Processes
Logistics Integration in the Scrapping Process
Billing of Services
External Billing of Service Transactions in SAP ECC
Service Contracts and Service Plans
Service and Product List
Service Agreement
Service Contract Quotations
Service Contract (Value/Quantity)
Service Contract Items
Service Level Agreements (SLA)
Service Contract Determination
Object List
Assigning Service Contracts to Installed Bases
Service Plan
Service Plan in Service Contract
Service Intervals
Scheduling Type
Templates for Service Intervals
Scheduling and Generating Follow-Up Transactions
The Post Processing Framework in CRM
Simulating Service Plans
Revenue Recognition for Service Contracts with SAP ECC Integration
Customizing for Revenue Recognition with SAP ECC Integration
Usage-Based Service Contract Management
Usage-Based Billing
Pool Linkage
Usage-Based Service Contract Processing
Single Contract (Usage-Based Service Contract)
Billing Plan
Control Data
Credit Overview
Certificate of Acceptance
Inception of Usage-Based Service Contracts
Pool Contract
Pool Prebilling
Single Pool Contract
Aggregate Contract
Performing Change Processes
Overview of Contract Change Processes
Change of Sold-To Party
Base Lease Extension
Change of Partners
Cancel Inception of an Item in a Service Contract
Change of Location
Change of Physical Product
Purchase
Stop Accounting
Resume Accounting
Stop Billing
Resume Billing
Restructuring
Contract Termination
Creating the Pool Linkage
Creating a Rule-Based Pool Linkage
Change and Cancel Pool Linkage
Collective Termination of Pool Linkage
Reading Reminders
Product Service Letters
Creating a Product Service Letter
Customizing for the Product Service Letter
Create Product Service Letter Items
Create a Service Order From a PSL Item
Select a Product Service Letter From a Service Order
Product Service Letters in the Customer Portal
Recall Processing of Service Parts with Product Service Letters
Service Recall Processing: Returning Service Parts
Service Recall Processing: Exchange of Defective Products
Functions and Master Data in the Product Service Letter
Content of a Product Service Letter
Dates in the Product Service Letter
Actions in the Product Service Letter
Service Order Templates
Template References
Service Order Quotations
Service Orders
Data Exchange for Service Orders: CRM Server – SAP ECC / SAP APO
Data Transfer to SAP ERP Accounting
Set up Customizing for Availability Check
Web Requests
Setting Up Web Requests
Web Services for Self-Registration and Master Data Changes
Templates for Web Requests
Request Data Structure
Views and Authorization Concept
Digital Signature for Web Requests
Layout Maintenance for BSP-Based Web Requests
JavaScript in Web Requests
Server-Page Scripting Instructions: Layout Definition
Server-Page Scripting Instructions: Event Control
Layout of a BSP-Based Web Request
Setting as Stateless or Stateful Web Request
Migrating from Stateful BSP Applications to Stateless
Layout Maintenance for Adobe-Based Request Forms
Business Rule Framework for Web Requests
Interaction Using Transaction Instance
SAP Demo Requests
Request for Parking Permit
Request for Parking Permit for Third Party
Request for Parking Permit with Digital Signature
Request for Parking Permit Without Item
Request with Pricing
Web Request as Service Transaction
Setting Up Web Requests as Service Transactions
Complaints and Returns
Subsequent Assignment of Preceding Transactions
Complaint Creation
Creation of Quality Notifications in SAP ECC
Complaints with Reference to Billing Documents
Complaints Processing After Third-Party Order Processing (TPOP)
Service Parts Management (SPM)
Customizing for Complaints with Reference to Billing Documents
Examples of Complaints with Reference to Billing Documents
Creation of Complaints with Reference to Billing Documents
Entitlement
Entitlements Check
Quantity Flow and Adjustment
Actions for Complaints Items Without Returns
Difference Calculation
Retroactive Billing
Complaint Creation with Reference to an ERP Handling Unit
Investigation
Billing Item Check for Complaints with Reference to Billing Documents
Returns Authorization
Using Complaints and Returns to Update Sales Contracts
Inventory Adjustments Using Complaints
Complaints with Reference to Trade Promotions
Returns
Authorization Check at Field Level
Graphical Modeling of Segments
Surplus Returns Campaigns
Customizing for Returns
Creating Returns
Return Entitlement Program
Deposit Entitlement Program
Serial Number Entry in Complaints and Returns
Replication of Equipment Between SAP CRM and SAP ERP
Replication of the Equipment Configuration Between SAP CRM and
SAP ERP
Used Part Returns
Entitlement Management
Follow-Up Activities for the Logistical Process
Creation of Used Part Returns
Exchange Group for Used Part Returns
SPM Functions in Complaints and Returns
Quality Inspection
Complaints for External Products
Data Exchange for Complaints: SAP CRM - SAP ECC
In-House Repair Orders
Creation of In-House Repair Orders
Service Confirmations
Creation of Service Confirmations
Serial Number Entry in Service Confirmations
Statuses in the Service Confirmation
Case Management
Document Management
Enhanced Authorization Control for Case Access Using ACE
Case
Linking Related Cases
Case Authorizations
Case Processing in the Interaction Center WebClient
Knowledge Search in SAP CRM
Expanded CRM Case Management Features
Configuring Repetitive Tasks
Sending E-Mails from a Case
Reassigning Business Partners in Linked Objects
Configuring Automatically Created Case Notes
Enhancing Case Categories
Defining a Case Closing Profile
Archiving CRM Cases
Setting the Case Search Scenario
BAdIs for CRM BAPI Parameters
Importing and Exporting Cases with XI
Using Additional Object Types with CRM Case Management
Architecture of CRM Case Management
Creating a Self-Defined Case Record Model
Integrating New Object Types into Cases
Integrating CRM Business Object Types into the Case Record Model
Integrating Non-CRM Business Object Types into Case Record Model
Integrating Additional Fields into the UI and Search Function
Adding New Fields to the Business Transaction
Analyzing Additional Fields with SAP Business Intelligence
Additional Customizing Configuration for Case Management
Integrating Multilevel Categorization
Additional BAdIs for Case Management
Enhanced Search Functionality in Cases
Actions for Subsequent Case Processing
Service Resource Planning
Integration with Service Order Items
Integration with cProjects
Assignments
Create and Maintain Assignments
Multilevel Staffing of Project Roles
Integration with SAP ERP HCM
Find and Rank
Personalization
Resources
Maintain Employees
Maintain Service Providers
Overtime and Capacity Rules
Searching for Resources
Find Suitable Demands
Resource View
Weekly View
Gantt View
Service Arrangements
Service Arrangements for Employees
Service Arrangement Detail
Availability
Capacity
Service Area
Qualifications
Change History for Service Arrangements
Demands
Searching for Demands
Find Suitable Resources
Time Allocations
Time Allocation: Basic Availability
Time Allocation: Extraordinary Availability
Initial Load of Time Allocations
Scheduling and Schedule Strategies
Replace Resource
Notify Resources
Alerts and Messages
Alert List
Messages
Analytics
Groupware Integration
Data Flow from the WFD Server to Groupware
Data Flow from Groupware to the WFD Server
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Published by Ravi Kumar

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Published by: Ravi Kumar on Sep 12, 2011
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