CR700

CRM Service
SAP CRM

Date Training Center Instructors Education Website

Participant Handbook
Course Version: 92 Course Duration: 5 Days Material Number: 50093317

An SAP course - use it to learn, reference it for work

Copyright
Copyright © 2009 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. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.

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About This Handbook
This handbook is intended to complement the instructor-led presentation of this course, and serve as a source of reference. It is not suitable for self-study.

Typographic Conventions
American English is the standard used in this handbook. The following typographic conventions are also used. Type Style Example text Description Words or characters that appear on the screen. These include field names, screen titles, pushbuttons as well as menu names, paths, and options. Also used for cross-references to other documentation both internal and external. Example text EXAMPLE TEXT Emphasized words or phrases in body text, titles of graphics, and tables Names of elements in the system. These include report names, program names, transaction codes, table names, and individual key words of a programming language, when surrounded by body text, for example SELECT and INCLUDE. Screen output. This includes file and directory names and their paths, messages, names of variables and parameters, and passages of the source text of a program. Exact user entry. These are words and characters that you enter in the system exactly as they appear in the documentation. Variable user entry. Pointed brackets indicate that you replace these words and characters with appropriate entries.

Example text

Example text

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About This Handbook

CR700

Icons in Body Text
The following icons are used in this handbook. Icon Meaning For more information, tips, or background Note or further explanation of previous point Exception or caution Procedures

Indicates that the item is displayed in the instructor's presentation.

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Contents
Course Overview ......................................................... vii
Course Goals ...........................................................vii Course Objectives .....................................................vii

Unit 1: Overview of CRM Service ...................................... 1
Overview of CRM Service .............................................2

Unit 2: Installed Base Management and Objects ................. 17
Installed Base Management ......................................... 18 Objects ................................................................. 38 Data Exchange of Technical Objects ............................... 51

Unit 3: Service Agreements and Service Contracts ............. 69
Service Agreements .................................................. 70 Service Contracts ..................................................... 79

Unit 4: Service Plans ................................................... 123
Service Plans .........................................................124 Service Plan Simulation .............................................134

Unit 5: Service Order Management ................................. 149
Service Order.........................................................151 Resource Planning...................................................184 Service Confirmation ................................................217 Amount Allocation....................................................240 Service Billing ........................................................246 Service Controlling Integration .....................................258

Unit 6: Complaints and Returns ..................................... 285
Complaints and Returns Processing ..............................286 Complaints and Returns Customizing.............................306

Unit 7: In-House Repair................................................ 325
In-House Repair Processing........................................326 In-House Repair Customizing ......................................353

Unit 8: Warranty Claims ............................................... 365
Warranty Claims Processing .......................................366

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Contents

CR700

Warranty Claims Customizing ......................................388

Unit 9: IT Service Management ...................................... 393
IT Service Management Overview.................................394 Service Requests, Master Requests, Incidents and Problems 402 Knowledge Article and Request for Change .....................417 Additional Topics in IT Service Management.....................429

Index ....................................................................... 443

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Course Overview
This course introduces standard CRM service processes and functions. Both the application and the configuration of CRM Service features will be introduced in this course.

Target Audience
This course is intended for the following audiences: • • Customers, partners and SAP consultants involved in a SAP CRM Service or related project Customers and partners who want to get a detailed knowledge of CRM Service features and functions.

Course Prerequisites
Required Knowledge
• This course requires knowledge of CRM Customizing fundamentals (course CR100)

Recommended Knowledge
• • Courses CR580 to gain knowledge of how to configure the User Interface Course CR410 to gain knowledge of Interaction Center functions.

Course Goals
This course will prepare you to: • Gain a deeper knowledge of the general CRM Service functions. Note: The course will NOT focus on Field Applications, CRM Web Channel, CRM Interaction Center functionality.

Course Objectives
After completing this course, you will be able to: • • • Configure and maintain installed bases and objects Explain and configure contract-related service transactions like Service Agreements, Service Contracts and Service Plans Understand the concept of service order processing and the relevant customizing.

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Course Overview

CR700

• •

Explain and set up different complaint documents like Complaint, Return, In-House Repair and Warranty Claim Understand the main aspects of IT Service Management scenarios

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Unit 1
Overview of CRM Service
Unit Overview Unit Objectives
After completing this unit, you will be able to: • • Present an overview of CRM Service Describe the different CRM Channels and how they are linked to CRM Service.

Unit Contents
Lesson: Overview of CRM Service ..............................................2 Exercise 1: Starting the CRM WebClient UI ...............................9

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Figure 1: SAP CRM and Service Overview 2 © 2009 SAP AG. Lesson Objectives After completing this lesson. All rights reserved. you will be able to: • • Present an overview of CRM Service Describe the different CRM Channels and how they are linked to CRM Service. 2009 .Unit 1: Overview of CRM Service CR700 Lesson: Overview of CRM Service Lesson Overview This lesson gives a brief overview of CRM Service functions within the context of the SAP CRM solution. Business Example Your enterprise has selected SAP CRM as its customer relationship management solution. You would like to become familiar with the CRM Service functionality.

In SAP GUI only administrative tasks are performed.CR700 Lesson: Overview of CRM Service SAP CRM 7. 2009 © 2009 SAP AG. Maintenance of service related master data and service documents like service orders is done via the CRM WebClient UI. opportunity management) Service (for example. Figure 2: CRM WebClient User Interface The slide shows the WebClient User Interface (WebClient UI) of a user working with the standard role of a Service Professional (SERVICEPRO).0 offers several functions and channels. All rights reserved. Functions: – – – Marketing (for example. partner management) Field Applications (mobile or offline devices for field agents) Interaction Center WebClient with telephony and e-mail integration) Web Channel (Web-enabled sales and service functions). service order management). The next slides will give a brief overview over those channels and the functions therein. • Channels: – – – – • Partner Channel Management (for example. Besides the WebClient UI there are other channels that allow to execute service functions. 3 . campaign management) Sales (for example.

Service The slide shows the Interaction Center Web Client User Interface. 2009 .Unit 1: Overview of CRM Service CR700 Figure 3: Interaction Center WebClient . highly-optimized desktop application for interaction center agents. The Interaction Center (IC) WebClient is a thin-client. It provides a framework for processing IC WebClient functions. 4 © 2009 SAP AG. All rights reserved.

All rights reserved. and assign the correct services and spare parts. often on the first call. Allows agents to quickly search. • • • • • • • • • • Account Identification Account Overview Interaction Record and Interaction History Interactive Scripting Call Lists Management. Campaigns Leads Product Search Agent Inbox Alerts E-Mail / Chat. e. • Product Registration Allows agents to quickly search and maintain Installed Bases. and helps agents to resolve service issues faster. There are more features within IC WebClient. • Service Ticket Management Allows agents to report any service request and perform end-to-end service support within defined Service Levels. • Case management Allows agent to easily cluster reported issues in tickets and orders (of the same issue type). 2009 © 2009 SAP AG.CR700 Lesson: Overview of CRM Service Interaction Center WebClient – Service Features • Service Order Management Allows agents to perform deep technical analysis of a reported technical problem including multi-level categorization. maintain or create Objects. • Knowledge search Allows agent to quickly identify solutions to known problems.g. The agent can assign a ticket or order to an existing case or create a new case. within one case. such as creation of credit memos or returns. • Complaint Management Enables the agent to quickly and efficiently create complaints related to a reference document or object and fulfill the follow-on task. 5 .

Internet Customer Self-Service 6 © 2009 SAP AG. such business partners and products.Unit 1: Overview of CRM Service CR700 Figure 4: Mobile Service Features The SAP CRM Mobile Service application is designed to meet the needs of the field service force. Figure 5: CRM Web Channel . This application runs on mobile clients in the offline mode. on their mobile clients. creating complaints. 2009 . Service employees also have offline access to essential data. service representatives can manage the service life cycle (creating service orders. and reporting confirmations) efficiently. All rights reserved. Using this application.

• • • • • This slide gives a brief overview of the standard Internet Customer Self-Service functions that are part of the CRM Web Channel solution. Both scenarios are designed to help you reduce interaction costs and increase customer satisfaction.CR700 Lesson: Overview of CRM Service Internet Customer Self-Service (ICSS) is a Web-based application to support business-to-business (B2B) and business-to-consumer (B2C) scenarios. ICSS provides your customers with a personalized self-help environment where they can manage product-relevant information which are described on the next slide. 2009 © 2009 SAP AG. 7 . Internet Customer Self-Service Features • Account Self-Service – Register an account and maintain personal data – Password Management Knowledge Management – Frequently Asked Questions – Solution Search Contact Us Function – Send a comment – Live Web Collaboration Product Registration – Register purchased products Request Management – Service request – Complaints and Returns Installed Base Management – Display and maintenance of Installed Base information. All rights reserved.

2009 .Service This slide gives a brief overview of the service specific functions available within the CRM Partner Channel Management solution.Unit 1: Overview of CRM Service CR700 Figure 6: Partner Channel Management . All rights reserved. 8 © 2009 SAP AG.

3. Although it is possible to start it using transaction code CRM_UI. All rights reserved. Task 2: Searching for an Installed Base of one of your customers and personalize the CRM WebClient UI. Continued on next page 2009 © 2009 SAP AG. Hint: Due to predefined and multiple assignments in the organizational model this user is assigned to several so called Business Roles. In the general Personalization of the WebClient UI change the Layout to Signature Design. you will be able to: • Gather information using the CRM WebClient UI Business Example You want to familiarize yourself with the CRM WebClient User Interface. you create a specific favorite. 2.CR700 Lesson: Overview of CRM Service Exercise 1: Starting the CRM WebClient UI Exercise Objectives After completing this exercise. You log on to the WebClient UI with a predefined user and open the business role of a Service Professional (SERVICEPRO). 9 . Choose Business Role Service Professional (SERVICEPRO). Observe other personalization options. 1. 1. In the Accounts & Products work center find an installed base of your customer ##Megastore using the Search For Header Using Partner Data. giving you additional options.htm. Task 1: Log on to the SAP CRM system using SAP GUI and do some preparation steps which will allow you to start the CRM WebClient UI. Choose BSP Application CRM_UI_START with Description CRM WebClient UI and choose Start Page default. Call the CRM WebClient UI with your newly created Favorite. Add a Favorite to your SAP Easy Access Menu. Use the same user / password combination than before.

Unit 1: Overview of CRM Service CR700 What is the External ID of the customers installed base? Hint: ##Megastore is the Name of the customer. Click on the hyperlink IBase ID. a) Include the assignment block Service Contracts to the installed base header details. b) Include the assignment blocks Counters. All rights reserved. 2. Observe the hierarchy structure on the left hand side and the displayed assignment blocks on the right. 3. 2009 . Create a Saved Search ##IB which allows you to easily retrieve this information again. Qualification Requirements and Service Transactions to the installed base component details. Use the hyperlink in order to display the details of the installed base. Use the personalization option (pencil icon) to display more assignment blocks both for the installed base header and installed base components. Warranties. 10 © 2009 SAP AG.

Continued on next page 2009 © 2009 SAP AG. Choose Service Professional. 1. CRM_UI_START CRM WebClient UI default. Add a Favorite to your SAP Easy Access Menu. Use the same user / password combination than before.CR700 Lesson: Overview of CRM Service Solution 1: Starting the CRM WebClient UI Task 1: Log on to the SAP CRM system using SAP GUI and do some preparation steps which will allow you to start the CRM WebClient UI. you create a specific favorite. In the general Personalization of the WebClient UI change the Layout to Signature Design. Hint: Due to predefined and multiple assignments in the organizational model this user is assigned to several so called Business Roles. Choose BSP Application. Double-click the Favorite CRM WebClient UI that you created before.htm. 3. Although it is possible to start it using transaction code CRM_UI. All rights reserved. Choose Business Role Service Professional (SERVICEPRO). giving you additional options. a) Choose Favorites → Add other objects. 11 . Choose BSP Application CRM_UI_START with Description CRM WebClient UI and choose Start Page default.htm (F4-Help available) Call the CRM WebClient UI with your newly created Favorite.: Description: Start Page: 2. a) Call the CRM WebClient UI with your newly created Favorite. BSP Applicat. Use the same user / password combination than before.

a) In the general Personalization of the WebClient UI change the Layout to Signature Design.Unit 1: Overview of CRM Service CR700 Observe other personalization options. a) From the navigation bar choose Accounts & Products. Search For: Header Using Partner Data Use the input help of field Partner ID. Personalize My Data or Personalize Navigation Bar. Choose Search → Installed Bases. What is the External ID of the customers installed base? Hint: ##Megastore is the Name of the customer. What is the External ID of the customers installed base? The External ID is ##MEGASTORE. Choose Personalize Layout. 2009 . In the top right corner choose Personalize. Skin: Signature Design. Observe other personalization options. Choose Search. e. Optionally open more personalization options.g. All rights reserved. In the Accounts & Products work center find an installed base of your customer ##Megastore using the Search For Header Using Partner Data. Name 1 / Last Name: ##Megastore. Continued on next page 12 © 2009 SAP AG. 1. Choose Save. Task 2: Searching for an Installed Base of one of your customers and personalize the CRM WebClient UI.

Choose Save. Hint: The Saved Search is available on the page Home and in the corresponding drop-down list box in the upper right corner of the WebClient UI session. a) Include the assignment block Service Contracts to the installed base header details. 13 . a) Save Search As: ##IB. Continued on next page 2009 © 2009 SAP AG. Click on the hyperlink IBase ID. 3. Use the hyperlink in order to display the details of the installed base. Observe the hierarchy structure on the left hand side and the displayed assignment blocks on the right.CR700 Lesson: Overview of CRM Service 2. Choose Go to run the saved search. All rights reserved. Use the personalization option (pencil icon) to display more assignment blocks both for the installed base header and installed base components. Create a Saved Search ##IB which allows you to easily retrieve this information again.

b) Include the assignment blocks Counters. Mark the Available Assignment Block Service Contracts and move it to the Displayed Assignment Blocks. 14 © 2009 SAP AG. Observe the hierarchy structure on the left hand side and the displayed assignment blocks on the right. Warranties.Unit 1: Overview of CRM Service CR700 b) Include the assignment blocks Counters. Warranties. Choose Save. Choose Save. Mark the Available Assignment Blocks Counters. In the hierarchy structure on the left click on one of the installed base components. Use the personalization option to display more assignment blocks both for the installed base header and installed base components. Qualification Requirements and Service Transactions to the installed base component details. Qualification Requirements and Service Transactions to the installed base component details. Qualification Requirements and Service Transactions and move it to the Displayed Assignment Blocks. All rights reserved. a) Include the assignment block Service Contracts to the installed base header details Choose Personalize. a) Use the hyperlink in order to display the details of the installed base. Warranties. 2009 . Choose Personalize.

CR700 Lesson: Overview of CRM Service Lesson Summary You should now be able to: • Present an overview of CRM Service • Describe the different CRM Channels and how they are linked to CRM Service. 2009 © 2009 SAP AG. All rights reserved. 15 .

16 © 2009 SAP AG.Unit Summary CR700 Unit Summary You should now be able to: • Present an overview of CRM Service • Describe the different CRM Channels and how they are linked to CRM Service. All rights reserved. 2009 .

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............................................. 47 Lesson: Data Exchange of Technical Objects ......................................................... Also data exchange options between SAP ERP and SAP CRM are presented.... 17 ............ 51 Exercise 4: Equipment Download ............................................. 18 Exercise 2: Installed Base Maintenance .. 29 Lesson: Objects .... you will be able to: • • • • • • • • • Explain the concept of installed bases Create and work with an installed base Understand the basic customizing settings for installed bases Explain the concept of Objects Configure Objects Describe the data exchange of technical objects between SAP ERP and SAP CRM Understand the Equipment Download Understand the Download of Functional Locations Create an Equipment in SAP ERP Unit Contents Lesson: Installed Base Management ...... Unit Objectives After completing this unit... All rights reserved.......................... 61 2009 © 2009 SAP AG.... installed bases and objects............................Unit 2 Installed Base Management and Objects Unit Overview This unit introduces CRM Service specific master data................ 38 Exercise 3: Objects ........... Especially the equipment download will be explained in more detail..............

software. It can also be used to manage objects used internally.Unit 2: Installed Base Management and Objects CR700 Lesson: Installed Base Management Lesson Overview Installed base management in SAP Customer Relationship Management enables the representation of objects installed at your customer’s site for which a service is offered. mobile service. 2009 . All rights reserved. 18 © 2009 SAP AG. you will be able to: • • • Explain the concept of installed bases Create and work with an installed base Understand the basic customizing settings for installed bases Business Example Your customers have technical objects for which services must be performed. and CRM Web Channel (Internet Customer Self Service). This lesson introduces the basic features of installed bases and also related configuration settings. and so on) for which a service is offered. machines. Installed Base Installed base management in SAP Customer Relationship Management (SAP CRM) enables the representation of objects installed at your customer’s site (such as devices. Installed base management is available in the following channels: CRM WebClient UI. Lesson Objectives After completing this lesson.

An installed base can be the reference basis for services. or software. All rights reserved. machines.CR700 Lesson: Installed Base Management Figure 7: Example of an Installed Base An installed base can be described as a multilevel structure of installed base components for managing objects that are installed (or are going to be installed) on-site at the customer's site. An installed base describes the hierarchical structure of these objects and their individual parts (components). 19 . 2009 © 2009 SAP AG. such as devices.

even if the component is dismantled for exchange. this just means making a reference to that installed base. Customer-specific component types are. You define authorization groups in Customizing. higher-level installed base. All rights reserved. General information is displayed for this product. 20 © 2009 SAP AG. in the General Data block. objects may not be copied. you can determine authorization depending on the following: The authorization group assigned to an installed base. These can be grouped in object families. 2009 .Unit 2: Installed Base Management and Objects CR700 You can use different types of components within Installed Bases: • Product components You can assign an existing product to an installed base as a component. The new authorization object is CRM_IBASE. therefore. for example. • • Text components Text components can also be used to structure an installed base. However. • Structure Gap Structure gaps are used to keep knowledge about the characteristic and the place in a structure of an installed base component. washing machines. cars. telephones. The installed base category You can mix all component types in any way within one structure. An Installed Base as a component of another installed base. The new field Authoriz. repair. You can incorporate one installed base into another installed base as a component. or maintenance. and creating installed bases. For each user. It would also be possible. and so on. Group is available on the Installed Base page. • Customer-specific component types. to group all installed bases for a customer under a new. Hint: As of SAP CRM 7. for example.0 you can control user authorization for displaying. changing. • Objects An object can only be assigned to one installed base component.

An installed base always has an internal ID number assigned by the system. Service level are both service profile and response profile and are especially used in the IT Service Management Scenario. Choose IMG activity SAP Customizing Implementation Guide → Customer Relationship Management → Master Data → Installed Base → Assign Partner Determination Procedure to Installed Base Category 2009 © 2009 SAP AG. The installed base header can contain dependent information like related business partners. 21 . You can also enter an External ID and a Description.CR700 Lesson: Installed Base Management Figure 8: Installed Base Header . service documents like contracts or service orders as well as qualification requirements which are useful in the context of resource planning.Details An installed base is displayed as a tree structure. To define customer specific installed base categories choose IMG activity SAP Customizing Implementation Guide → Customer Relationship Management → Master Data → Installed Base → Installed Base Category → Define Installed Base Category and Installation Rules To be able to maintain Parties Involved assign a partner determination procedure to an installed base category. All rights reserved.

Qualification requirements are maintained within a qualification catalogue. In addition to direct use for individual service processes with the customer. a maximum. 22 © 2009 SAP AG. such as activities covered by service contracts and statistics. 2009 .Unit 2: Installed Base Management and Objects CR700 Figure 9: Installed Base Components Installed base components are individual elements of an installed base at the customer site that contain service-relevant information and can be referred to in business processes. an optimum and a mandatory qualification. All rights reserved. An object becomes a component of this installed base by being included in an installed base structure. It is possible to maintain a minimum. installed base data also forms the basis for additional evaluations.

such as a counter on a photocopier.CR700 Lesson: Installed Base Management Figure 10: Inheritance of Partners and Addresses The installed base partner and address inheritance is purely logical. Successful searches are for example important within Interaction Center WebClient during account identification. This means that inherited partner and address information is not visible on component level but searching for components using according partner or address data works properly. Choose IMG activity SAP Customizing Implementation Guide → Customer Relationship Management → Master Data → Installed Base → Installed Base Category → Activate Partner and Address Inheritance Counters Counters can be used to measure usage or wear and tear on an object. A counter describes the characteristics of a physical measuring device. Inheritance of partner and addresses can be activated in customizing per installed base category. 2009 © 2009 SAP AG. 23 . All rights reserved.

000 miles) 24 © 2009 SAP AG. All rights reserved. recording the mileage during the technical inspection of a car) record energy consumption (for example. minimum and maximum values. a car warranty is only valid for the first 30. 2009 . and the overflow value. You can use counters to: • • • record service histories (for example.Unit 2: Installed Base Management and Objects CR700 Figure 11: Counters The following counter types are available: • • • Backward counter Forward counter Measuring point (for measurements that can increase and decrease) When you create a counter. the unit of measure. household gas or electricity readings) assess warranty claims based on consumption (for example. you specify characteristics such as the measurement purpose of the counter.

When you save a reading. Therefore you can retrieve the counters that are assigned to the reference object in your service transaction. You can also create counters or assign existing counters in the master data of the installed base component. for example within the service order or service confirmation. using the Counter application. When you enter a reading. the system validates it using a standard or customer-defined validation check.CR700 Lesson: Installed Base Management Figure 12: Counter Assignment You can create counters independently of objects. 2009 © 2009 SAP AG. Minimum counter value and maximum counter value: Minimum value and maximum value allowed for this counter. It is possible to enter readings for counters directly in service transactions. Counter overflow indicates the value when the counter is reset to a defined value (usually to zero). you can assign each counter to only one of these. it is automatically assigned a unique number from the number range defined in Customizing. A backward counter resets to the overflow value when it reaches a defined value (usually when it reaches zero). product. To be able to maintain counters and readings in business transactions. Hint: You can assign multiple counters to each installed base component. You can cancel counter readings and reactivate canceled readings. The behavior is different for a measuring point (indicator) or a counter. or object. 25 . assuming it is a forward counter. You can assign existing counters in the master data of the product or object to which the counter relates.or item category level (transaction category Service Process). set the Activate Counter indicator either on transaction type . However. All rights reserved.

it is assumed that a rollover has occurred and the overall value is increased accordingly. For a counter. All rights reserved. they must be created in the system as products.and End Date Coverage terms for parts. go to Customizing for Customer Relationship Management and choose Master Data → Products → Special Settings for Warranties → Define Warranties The following information can be maintained within a warranty master: • • • Warranty Start. For more information.Unit 2: Installed Base Management and Objects CR700 For a counter. Counter customizing can be found under SAP Customizing Implementation Guide → Customer Relationship Management → Master Data → Counters and Readings Warranties Figure 13: Warranty Definition To be able to maintain warranties. labor. You have defined warranty categories. and travel Influence of pricing and financial management by means of an accounting indicator. This may be used in validation rules or for statistical comparison with actual values. Planned counter value is the planned or target value. if it is a backward counter and the visible value on the reading is greater than the visible value on the previous reading. 26 © 2009 SAP AG. one must also specify a planned time frame for the planned value. 2009 .

the date with Date Type Installed On. or objects. among other things. complaint. Then the system assigns the reference object to all customer warranties that are valid on the installation date in the service confirmation. With SAP CRM 7. the service employee enters. and one or more reference objects that he or she marks as installed. After a service employee installs a new object.CR700 Lesson: Installed Base Management Figure 14: Warranty Assignment In installed base management. or service order. In the service confirmation at item level. such as a service confirmation. installed base components. the system creates a warranty for each reference object. 27 . After the service employee changes the status of the confirmation to Completed and saves the confirmation. 2009 © 2009 SAP AG.0 there is a new functionality called automatic triggering of warranty start. and whether claims on warranty services are justified. he or she creates a service confirmation. you can assign warranties to products. When you create a business transaction in service. provided that the following prerequisites are met: Installed On date is set Object is installed (corresponding value in field Installation/Dismantle in assignment block Reference Objects) There is no customer warranty for the reference object yet The system uses the reference product that is assigned to the reference object to determine the appropriate customer warranty. the system automatically checks whether valid warranty information is available for the reference object of the transaction. All rights reserved. The system sets the Warranty Start date of the customer warranty to the same date as the Installed On date.

Unit 2: Installed Base Management and Objects CR700 28 © 2009 SAP AG. All rights reserved. 2009 .

Computer and Copier. Assign warranty WP_001 with warranty start data today to the notebook. Enter two text components. you will be able to: • Create an installed base with several components • Create an installed base category with basic Customizing settings Business Example You provide service for different kinds of technical objects for your customers.CR700 Lesson: Installed Base Management Exercise 2: Installed Base Maintenance Exercise Objectives After completing this exercise. 4. 5. enter product HT-1010 with quantity 1 PC. All rights reserved. 1. Enter the following: Object Family: Category ID Object ID: Description: Equipment UBB Equipment CM##01 Copier 1 Create a corresponding second entry with Object ID CM##02 and Description Copier 2 Continued on next page 2009 © 2009 SAP AG. Create an installed base of category 01 (Installed Base) and enter the following data: External ID: ##HighTech Description: ##High Tech 2. Therefore. Below the text component Copier create two object components. 3. Assign the partner ##Megastore with partner function Sold-to Party to the installed base. 29 . you need to maintain installed bases in CRM and become familiar with the functions available. Below the text component Computer. Task 1: Create an installed base for customer ##Megastore and enter different components.

All rights reserved. by copying the standard entry 01 with all dependant entries.Unit 2: Installed Base Management and Objects CR700 Save the installed base and write down the number: ___________________ Task 2: Perform basic customizing of installed bases. Assign partner determination procedure 00000032 to your newly created installed base category. Installed Base ##. 4. Choose product ID HT-1000. 1. and CRM Individual Object to be assigned to installed bases of your new type. ____________________ Test the (logical) partner inheritance feature by searching for installed base components with partner (number of ##Megastore). Remove all other components. Group Number 01 02 03 04 05 06 07 08 09 Installed Base Category ZA ZB ZC ZD ZE ZF ZG ZH ZI Group Number 10 11 12 13 14 15 16 17 18 Installed Base Category ZJ ZK ZL ZM ZN ZO ZP ZQ ZR Only allow components of types Product. Choose the ID from the table below. Choose Test IB## as External ID and Description. Text. Save the installed base. 3. Create a new installed base category. Activate (logical) partner and address inheritance. 30 © 2009 SAP AG. Assign Sold-To Party ##Megastore to the installed base header and add one product component. Test your new installed base category and create an installed base. 2009 . 2.

Choose Create → Installed Base. Choose Accounts & Products. choose New. 1. Computer and Copier. enter product HT-1010 with quantity 1 PC. All rights reserved.CR700 Lesson: Installed Base Management Solution 2: Installed Base Maintenance Task 1: Create an installed base for customer ##Megastore and enter different components. choose Insert. Text: Computer Choose New again. Continued on next page 2009 © 2009 SAP AG. Below the text component Computer. 31 . Create an installed base of category 01 (Installed Base) and enter the following data: External ID: ##HighTech Description: ##High Tech a) Log on to the CRM WebClient UI and choose Business Role Service Professional (SERVICEPRO). Enter two text components. Text: Copier 4. 01 ##HighTech ##High Tech Assign the partner ##Megastore with partner function Sold-to Party to the installed base. a) In the Assignment Block Text Components. IBase Category External ID: Description: 2. a) In the Assignment Block Parties Involved. Function: ID: Sold-to party <number of ##Megastore> 3.

Below the text component Copier create two object components. Choose ENTER and observe that the warranty is valid for two years starting today. 5. In the structure tree on the left select the installed base component Computer. All rights reserved. In the Assignment Block Product Components area choose New. 2009 . Enter the following: Object Family: Category ID Object ID: Description: Equipment UBB Equipment CM##01 Copier 1 Create a corresponding second entry with Object ID CM##02 and Description Copier 2 Save the installed base and write down the number: Continued on next page 32 © 2009 SAP AG. enter product HT-1010 with quantity 1 PC. a) Below the text component Computer.Unit 2: Installed Base Management and Objects CR700 Assign warranty WP_001 with warranty start data today to the notebook. In the Assignment Block Warranties choose Insert Warranty: WP_001. Product ID: Quantity/Unit: HT-1010 1 PC In the structure tree select the product component.

Choose the ID from the table below. All rights reserved. Enter the following: In the structure tree on the left select the installed base component Copier. enter two objects. 33 . Object Family: Category ID Object ID: Description: Equipment Equipments CM##02 Copier 2 Press Enter and choose Create Object. In the Assignment Block Object Components choose Create New Object. Create a new installed base category. In the Assignment Block Object Components choose Create New Object. by copying the standard entry 01 with all dependant entries. 1. Installed Base ##. Save your installed base and log off the CRM WebClient UI. Group Number 01 02 03 Installed Base Category ZA ZB ZC Group Number 10 11 12 Installed Base Category ZJ ZK ZL Continued on next page 2009 © 2009 SAP AG.CR700 Lesson: Installed Base Management ___________________ a) Below the text component Copier. Object Family: Category ID Object ID: Description: Equipment Equipments CM##01 Copier 1 Press Enter and choose Create Object. Task 2: Perform basic customizing of installed bases.

Select your newly created installed base category and. and CRM Individual Object to be assigned to installed bases of your new type. in the structure tree on the left..Unit 2: Installed Base Management and Objects CR700 Group Number 04 05 06 07 08 09 Installed Base Category ZD ZE ZF ZG ZH ZI Group Number 13 14 15 16 17 18 Installed Base Category ZM ZN ZO ZP ZQ ZR Only allow components of types Product. Choose SAP Reference IMG. All rights reserved. Continued on next page 34 © 2009 SAP AG. a) SAP GUI: SAP Menu → Architecture and Technology → Configuration → Customizing. Confirm and save the data. Select entry 01 and choose Copy As. IBase Category: Type Description: <choose entry from table above> Installed Base ## Choose ENTER and confirm the dialog box with copy all. 0031 (CRM Structure Gap) and 9990 (Screen Control Installed Base) and choose Delete. SAP Implementation Guide → Customer Relationship Management → Master Data → Installed Base → Installed Base Category → Define Installed Base Category and Installation Rules. Text. Select the entries 0016 (IBase as Component). Remove all other components.. Save the data.. 2009 . double-click Permitted Components.

Assign Sold-To Party ##Megastore to the installed base header and add one product component. 35 . a) SAP Implementation Guide → Customer Relationship Management → Master Data → Installed Base → Installed Base Category → Activate Partner and Address Inheritance. Select the entry with IBase Category 01 and choose Copy As. 3. IBase Category: PInherit. Choose Test IB## as External ID and Description.. Choose product ID HT-1000. <your entry> check the flag check the flag 4. Choose New Entries. ____________________ Continued on next page 2009 © 2009 SAP AG. IBase Category: <choose entry from table above> Save the data. Activate (logical) partner and address inheritance. All rights reserved.. a) SAP Implementation Guide → Customer Relationship Management → Master Data → Installed Base → Assign Partner Determination Procedure to Installed Base Category.: AdrInherit: Save the data. Assign partner determination procedure 00000032 to your newly created installed base category.CR700 Lesson: Installed Base Management 2. Save the installed base. Test your new installed base category and create an installed base..

In the Assignment Block Parties Involved observe that no partner ID is visible. Function: ID: Sold-to party <number of ##Megastore> In the Assignment Block Product Components. Product ID: Press Enter In the structure tree on the left. 2009 . Save the installed base. Partner ID: <number of ##Megastore> HT-1000 Choose Search. Search For Component Using Partner Data. choose New. select the Notebook Basic 15. Choose Search → Installed Bases. The component is found! 36 © 2009 SAP AG. Choose Accounts & Products. choose Insert. Note the number of the component ID. In the Assignment Block Parties Involved.Unit 2: Installed Base Management and Objects CR700 Test the (logical) partner inheritance feature by searching for installed base components with partner (number of ##Megastore). IBase Category External ID: Description: <your entry> Test IB## Test IB## Assign Sold-To Party ##Megastore to the installed base header and add one component of type Product. Choose Create → Installed Base. a) Log on to the CRM WebClient UI and choose Business Role Service Professional. Choose Accounts & Products. Choose product ID HT-1000. All rights reserved.

CR700 Lesson: Installed Base Management Lesson Summary You should now be able to: • Explain the concept of installed bases • Create and work with an installed base • Understand the basic customizing settings for installed bases 2009 © 2009 SAP AG. All rights reserved. 37 .

2009 . you will be able to: • • • Explain the concept of Objects Configure Objects Describe the data exchange of technical objects between SAP ERP and SAP CRM Business Example Within your CRM service processes you would like to use objects representing specific and unique entities and serialized products. All rights reserved. formerly known as Individual Objects which can be used to represent globally unique tangible or intangible objects that a company sell or provide services for.Unit 2: Installed Base Management and Objects CR700 Lesson: Objects Lesson Overview This lesson introduces CRM Objects. Objects An Object is a globally unique tangible or intangible object that a company sells or provides services for. It can also be used to represent ERP master data like equipments. Figure 15: Objects 38 © 2009 SAP AG. Lesson Objectives After completing this lesson.

at least one attribute describing the object is different. data that is generally specific to an object. A car. and other basic data that essentially describes and categorizes the object. Object 2009 © 2009 SAP AG. Object data includes the information required for specific business processes (such as customer inquiries. such as serial number. A supplier of electricity. has its own specific number plate. When creating an object with reference to a product. such as manufacturer or model. can be reused (from reference product). Unlike a product. however. is created for each object separately. contracts). Figure 16: Installed Base: Product vs. All rights reserved. They can be objects a company sells or provides services for. an object can be uniquely identified. Objects constitute unique entities and serve as a central reference for business transactions between a company and another party. date and place of purchase. can describe the location to which electricity is delivered using objects such as “building” and “apartment”. service processes. for example. Objects are integrated in the product master and provide you with the tools to create the data you require on the objects used in your business processes and track their use within these processes. for example. The product master provides a central source from which object-specific data can be retrieved. 39 . This means that although there may be similar objects. This is generally its identification. whereas data that is likely to be shared by a large number of objects.CR700 Lesson: Objects An object is a globally unique tangible or intangible object that a company sells or provides services for. It is possible to use Alternative IDs for objects. for example. sales orders. It is often a specific single unit derived from a product. a VIN or self-defined identifiers Objects can be created with or without reference to a product.

That means that an object is generally identified by a number. it is not likely to be confused with any other washing machine. London. Individual data that is valid for exactly one object is stored in the object. Building with address: In addition. For example: • • ID number: A computer monitor with the manufacturer's serial number 123ZGK654 Location: Mr. Smith's washing machine at 25 George Street. or description. However. fixed relationship. household appliances and software licenses).Unit 2: Installed Base Management and Objects CR700 The product contains general information about the goods or services it describes. Figure 17: Object Fact Sheet 40 © 2009 SAP AG. Each object belongs to an object family: • • Settings made at the object family level determine which fields can be maintained for the objects. individual objects can be used to represent objects relevant to the business environment that are not actually service or sales process objects. 2009 . it cannot make a statement about individual objects that could possibly exist for the product. All rights reserved. • You can categorize objects in object families with the same types of object (for example. All other settings related to objects are also made at the object-family level. You can define the attributes that are relevant to each object family for the description of associated objects as individual fields. Although the washing machine does not have a serial number.

CR700 Lesson: Objects The object fact sheet gives a summarized overview of all relevant data regarding a customers service objects. Warranties: Displays all available warranties for the object. • • • The IMG documentation Define Object Families gives a detailed. 41 . The following assignments blocks are delivered: • • • • • • • Header: Object Details Displays basic object data. Parties Involved: Lists all partners together with their functions for the object concerned. 2009 © 2009 SAP AG. Last Closed Service Orders: The last n service orders that have been given the status “Completed”. The object fact sheet can be adapted. Counters and Readings: Displays all available counters and readings for the object. Open Service Items: Displays any open service items for the objects. contact data including function. All rights reserved. Cases: Lists the cases which have been created for the object concerned. and location details. Service Contracts: Displays the service contract items and related service contracts for the object concerned. Only those items from documents that do not contain any errors and that have been released are displayed. step-by-step description of how to customize objects. Defining customer-specific Objects The following slides describe necessary steps to define a customer-specific Object. Open Product Service Letter Items: Displays the product service letter items and product service letters available for the object.

Unit 2: Installed Base Management and Objects CR700 Figure 18: Step 1: Define Object Family Choose SAP Customizing Implementation Guide → Cross-Application Components → SAP Product → Objects → Define Object Families to define a new Object Family. This IMG documentation contains more detailed information on the different steps mentioned in this procedure. Some of the steps refer to the basic setup of Products in SAP CRM and the general extensibility of Products. 2009 . All rights reserved. Figure 19: Step 2/3: Maintain Attributes and Set Types The concept of Attributes and Set Types is introduced in course CR100 (CRM Customizing Fundamentals). 42 © 2009 SAP AG.

forget to assign a partner determination procedure. The relationship Reference Product for Individual Object is relevant once you would like to create an object with reference to a product. for example. Product Hierarchies are maintained via CRM WebClient UI. no parties involved can be maintained directly in the object. For maintaining partners it is also a prerequisite to assign the relationship category Partners for Product/Individual Object. All rights reserved.CR700 Lesson: Objects Choose CRM SAP GUI menu Master Data → Products → Maintain Set Types and Attributes to define Attributes and Set Types. It is important to maintain both Set Types and Relationships in order to work with those kind of objects properly. 43 . If you. For test purposes you can choose CRM SAP GUI transaction COMM_HIERARCHY to maintain Product Hierarchies and Product Categories. 2009 © 2009 SAP AG. Figure 20: Step 4: Maintain the Product Hierarchy and Assign Object Family/Set Types The concept of Product Hierarchies is introduced in course CR100 (CRM Customizing Fundamentals).

After this optional step.Unit 2: Installed Base Management and Objects CR700 Figure 21: Step 5: Assign Object Family to Installed Base Category Choose IMG activity SAP Customizing Implementation Guide → Customer Relationship Management → Master Data → Installed Base → Objects / Object Family → Assign Object Families to Installed Base Categories to assign the object family to an installed base category. it is possible to create object components in installed base maintenance. 2009 . All rights reserved. Figure 22: Create a newly defined Object 44 © 2009 SAP AG.

2009 © 2009 SAP AG. Choose the appropriate Object Family and Base Category. Therefore choose Accounts & Products → Create → Object. All rights reserved.CR700 Lesson: Objects In CRM WebClient UI it is now possible to create Objects using the new Object Family. 45 .

2009 . All rights reserved.Unit 2: Installed Base Management and Objects CR700 46 © 2009 SAP AG.

2. Task: Create an object with reference to an existing product (material) master and include this newly created object into an existing installed base. Include this newly created object to your installed base ##HighTech. you will be able to: • create an (individual) object in CRM and assign it to an existing installed base. Create an object and enter the following information: Object ID: Object: Object Family: Base Category: Reference Product: <do not maintain. Business Example Some of your customer's technical objects are specific and represented through CRM Objects. 1. All rights reserved.CR700 Lesson: Objects Exercise 3: Objects Exercise Objectives After completing this exercise. internal numbering> ##Notebook Object 0401 (Equipment) 0401 (Equipments) HT-1011 Add account ##Megastore as relevant Sold-to Party. You include Objects into installed bases of your customers. Observe the assignment block Reference Product Attachments. 47 . Therefore change the installed base ##HighTech and assign the object you created under node Computer. 2009 © 2009 SAP AG.

a) In the CRM WebClient UI choose Accounts & Products → Create → Object. Continued on next page 48 © 2009 SAP AG. internal numbering> ##Notebook Object 0401 (Equipment) 0401 (Equipments) HT-1011 Add account ##Megastore as relevant Sold-to Party. Choose ENTER to confirm this data. 2009 . All rights reserved. Create an object and enter the following information: Object ID: Object: Object Family: Base Category: Reference Product: <do not maintain. _________________ The assignment block Reference Product Attachments does contain a picture of the notebook which has been inherited from the reference material HT-1011. Enter the data provided above. Save the object and note the number. Observe the assignment block Reference Product Attachments.Unit 2: Installed Base Management and Objects CR700 Solution 3: Objects Task: Create an object with reference to an existing product (material) master and include this newly created object into an existing installed base. Find the Partner ID of customer ##Megastore using the search help and enter Partner Function Sold-to party. 1. Open assignment block Parties Involved.

Enter the Object ID you have noted in the previous part of this exercise. In the hierarchy structure choose text component Computer. a) Choose Accounts & Products → Search → Installed Bases. Therefore change the installed base ##HighTech and assign the object you created under node Computer. Include this newly created object to your installed base ##HighTech. 2009 © 2009 SAP AG. On the assignment block Object Components choose New.CR700 Lesson: Objects 2. Choose Edit. Confirm and save the data. 49 . Search for your installed base using search field External ID ##HighTech. All rights reserved.

Unit 2: Installed Base Management and Objects CR700 Lesson Summary You should now be able to: • Explain the concept of Objects • Configure Objects • Describe the data exchange of technical objects between SAP ERP and SAP CRM 50 © 2009 SAP AG. All rights reserved. 2009 .

Especially equipments (serial number information) is of importance within CRM service processes. Equipment Download Figure 23: Equipment Download .Overview 2009 © 2009 SAP AG. Lesson Objectives After completing this lesson. Equipments. functional locations and bills of material can be loaded to CRM.CR700 Lesson: Data Exchange of Technical Objects Lesson: Data Exchange of Technical Objects Lesson Overview This lessen introduces the replication of technical objects from SAP ERP to SAP CRM. you will be able to: • • • Understand the Equipment Download Understand the Download of Functional Locations Create an Equipment in SAP ERP Business Example You would like to exchange ERP master data to SAP CRM to reuse it. All rights reserved. 51 .

The initial download of data is triggered in SAP CRM and is executed by middleware. Pieces of equipment are represented in SAP CRM as objects of an installed base. If a piece of equipment has a construction type maintained in SAP ERP . the data remains consistent in both systems automatically. this is automatically copied to the Warranties assignment block of the object. this structure is displayed as a hierarchy in the installed base. Prerequisites for the download of equipments are • • Materials and business partners have been downloaded from SAP ERP to SAP CRM. equipment installed at a functional location in SAP ERP is inserted in the installed base structure in SAP CRM below the object component representing the functional location. where they are stored as object components of installed bases. the corresponding material is assigned as the reference product of the equipment object in SAP CRM. The warranty validity dates in this block are copied from SAP ERP. SAP CRM checks for a corresponding customer/vendor warranty in the SAP CRM system when the equipment is downloaded. under Master Data → Installed Base → Replication of Technical Objects from SAP ERP → Define Default Settings for Replication of Equipment . If the equipment has an underlying structure.Unit 2: Installed Base Management and Objects CR700 You can use this function to download pieces of equipment from SAP ERP customer service to SAP CRM. You have checked that the delivered implementation of Business Add-In (BAdI) Creation of Objects by Equipment Download (CRM_EQUI_LOAD) meets your requirements and is activated. Uploads and delta downloads take place automatically when data is changed in SAP CRM and SAP ERP respectively. If a customer/vendor warranty start and end date is entered in SAP ERP for a piece of equipment. All rights reserved. If you also replicate functional locations (see Replication of Functional Locations Between SAP CRM and SAP ERP). Replication is bidirectional. You have defined default settings for replication in Customizing for Customer Relationship Management. If a warranty template exists for the sales area and reference product of the equipment in SAP CRM. regardless of the system in which a change was made. ensuring that. • 52 © 2009 SAP AG. 2009 .

2009 © 2009 SAP AG. and then select an SAP ERP system as the source site and an SAP CRM system as the destination site. start transaction R3AS.Prerequisites The figure above lists necessary settings/prerequisites for the equipment download. 53 . The next figures will go in more details. All rights reserved. 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 Setting up Equipment Download Figure 24: Equipment Download . To run the initial download. specify the load object EQUIPMENT.CR700 Lesson: Data Exchange of Technical Objects The following data is exchanged between both systems: • • • • • • • • • Description Hierarchy Serial Number Business Partner Address Status Manufacturer Object Type Variant configuration.

Figure 26: Default Settings for Equipment Replication Choose IMG activity SAP Customizing Implementation Guide → Customer Relationship Management → Master Data → Installed Base → Replication of Technical Objects from SAP ERP → Define Default Settings for Replication of Equipment Both Installed Base Category EQ and Object Family 0401 are delivered with standard customizing. 2009 .Unit 2: Installed Base Management and Objects CR700 Figure 25: Set up of Product Hierarchies in SAP CRM It is important to assign set types and relationship categories. The Category ID 0401 has been defined within Product Hierarchy maintenance and typically is a customer-specific ID. This was mentioned in a previous lesson (Setting up of Objects). For more information how to set up product hierarchies. necessary for object maintenance. to a dedicated product category. All rights reserved. 54 © 2009 SAP AG. you can find information in the Online Help.

It contains several methods that can be used to enhance the equipment data load. To activate the bidirectional data exchange (Upload) activate two adapter objects. 55 . The BAdI is CRM_EQUI_LOAD. 2009 © 2009 SAP AG.CR700 Lesson: Data Exchange of Technical Objects Caution: There is a new authorization object CRM_IBASE available. All rights reserved. The (technical) user who is downloading/creating equipments/objects need the authorization to create installed bases of category EQ. Figure 28: Starting the Initial Download of Equipments In the training system. Figure 27: Activation of Equipment Download and Upload The activation of the equipment download is done via activating a BAdI implementation. the initial download of equipments has been executed.

You have defined default settings for replication in Customizing for Customer Relationship Management. You can also upload information on the assignment of equipment to functional locations from SAP CRM to SAP ERP.Unit 2: Installed Base Management and Objects CR700 Since the permanent load is active. where they are stored as object components of an installed base. The structure of functional locations in SAP ERP is reflected in the installed base structure in SAP CRM. If you also replicate pieces of equipment (see Replication of Equipment Between SAP CRM and SAP ERP). The initial download of data is triggered in SAP CRM and is executed by middleware. Prerequisites for the download of functional locations are. Download of Functional Locations Figure 29: Download of Functional Locations You can use this function to download functional locations from SAP ERP to SAP CRM. the assignment of equipment to functional locations is also reflected in the installed base structure. • • Materials and business partners have been downloaded from SAP ERP to SAP CRM. newly created ERP equipments are downloaded to SAP CRM automatically. However. under Master Data → Installed Base → Replication of Technical Objects from SAP ERP → Define Default Settings for Replication of Functional Locations . Functional locations are represented as object components of an installed base in SAP CRM. 2009 . you cannot upload objects representing functional locations to SAP ERP. Uploads and delta downloads take place automatically when data is changed in SAP CRM and SAP ERP respectively. All rights reserved. 56 © 2009 SAP AG.

where they are stored as object components of an installed base. Address. Business partners. You can only install equipment in and dismantle it from a functional location. However. Manufacturer. Description. or delete a downloaded functional location. 57 . start transaction R3AS. Long text. you cannot upload objects representing functional locations to SAP ERP. Figure 30: Example: Download of Functional Locations You can use this function to download functional locations from SAP ERP to SAP CRM. 2009 © 2009 SAP AG. System status. and then select an SAP ERP system as the source site and an SAP CRM system as the destination site. specify the load object FUNCLOC.CR700 Lesson: Data Exchange of Technical Objects To run the initial download. All rights reserved. Hint: In SAP CRM. you cannot change the downloaded structure of functional locations. Hierarchy. The following data is downloaded from SAP ERP: Functional location ID. You can also upload information on the assignment of equipment to functional locations from SAP CRM to SAP ERP. create new functional locations in a downloaded structure.

ERP assignment block in product and object data. You can replicate BOMs that are defined for the following types of master data in SAP ERP: Material Equipment Functional location When replicated to SAP CRM. If a BOM exists for this material in SAP ERP. such as time. this is shown in the Referenced Service Parts .Unit 2: Installed Base Management and Objects CR700 Figure 31: Download of Bill of Material (BOM) information You can use this function to replicate bills of material (BOMs) to SAP CRM from SAP ERP. BOMs are represented as lists of products.ERP assignment block in the equipment object in SAP CRM. It is not possible to assign any type of validity parameters. 2009 . Header-level attributes of a BOM are not stored in SAP CRM. 58 © 2009 SAP AG. You cannot change BOM data in SAP CRM. All rights reserved. A material that is assigned to a piece of equipment in SAP ERP as a construction type is represented as the reference product in the corresponding equipment object in SAP CRM. linked by means of relationship types with the following: Products representing materials replicated from SAP ERP Objects representing equipment and functional locations replicated from SAP ERP The entries in a BOM are displayed in the Service Parts .

service order (and quotation). the products from the BOM are included in the product proposal for transaction items. 2009 © 2009 SAP AG. 59 .CR700 Lesson: Data Exchange of Technical Objects You can assign a product or object from SAP ERP as a reference product for a service contract (and quotation). or service confirmation in SAP CRM. All rights reserved. If this reference product has a BOM assigned to it in SAP ERP.

All rights reserved.Unit 2: Installed Base Management and Objects CR700 60 © 2009 SAP AG. 2009 .

1. 2. There are different ways to search for this data. Therefore use menu Logistics → Customer Service → Management of Technical Objects → Serial numbers → Change Enter both material number and serial number and activate the equipment view. Display the details of the object. Hint: Example: if you are assigned to group number 12. All rights reserved. Caution: This exercise only focuses on the technical data exchange. They want to load this data to SAP CRM in order to use it in CRM service scenarios. Create an Equipment view for this serial/material number combination. You can also search using the search fields Reference Product ID / Alternative ID Type / Alternative ID. In SAP ERP change the existing serial number <50+##> for material master HT-1089. Process steps like delivering the equipment to the customer (including posting of goods issue) for example are not taken into account. Continued on next page 2009 © 2009 SAP AG.CR700 Lesson: Data Exchange of Technical Objects Exercise 4: Equipment Download Exercise Objectives After completing this exercise. Task: Create equipment data in SAP ERP and load this data to SAP CRM. In SAP CRM find the serial number/equipment data using the CRM WebClient application Object. you will be able to: • load equipment data between SAP ERP and SAP CRM Business Example Some of your customers maintain equipment and serial number information in SAP ERP. You can search with the ERP equipment number when entering it into the search field Object ID. 61 . please change serial number 62 (= 50+12).

Unit 2: Installed Base Management and Objects CR700 Where do you find the (ERP) serial number information? 3. All rights reserved. 62 © 2009 SAP AG. Hint: This task is for testing purposes of bidirectional data exchange only! Partner information will be transferred from ERP to CRM once documents in logistics execution are processed. Add Sold-to party ##Megastore to this object and check whether the partner information is transferred back to SAP ERP. 2009 . In CRM include the Object ID to your ##HighTech installed base below text component Computer. 4.

Hint: After having saved the data. Create an Equipment view for this serial/material number combination. Hint: Example: if you are assigned to group number 12.CR700 Lesson: Data Exchange of Technical Objects Solution 4: Equipment Download Task: Create equipment data in SAP ERP and load this data to SAP CRM. On the tab SerData observe and note the equipment number. All rights reserved. You can search with the ERP equipment number when entering it into the search field Object ID. There are different ways to search for this data. Save the data. Therefore use menu Logistics → Customer Service → Management of Technical Objects → Serial numbers → Change Enter both material number and serial number and activate the equipment view. 63 . In SAP CRM find the serial number/equipment data using the CRM WebClient application Object. 1. Caution: This exercise only focuses on the technical data exchange. You can also search using the search fields Reference Product ID / Alternative ID Type / Alternative ID. a) Choose the menu path mentioned above. Choose button Activate Equipment view. The equipment is now available in CRM as an Object (within an installed base). please change serial number 62 (= 50+12). Process steps like delivering the equipment to the customer (including posting of goods issue) for example are not taken into account. enter Material HT-1089 and Serial number <50+##> and choose ENTER. In SAP ERP change the existing serial number <50+##> for material master HT-1089. 2. Continued on next page 2009 © 2009 SAP AG. CRM Middleware transfers equipment information from SAP ERP to SAP CRM.

Choose ENTER. Continued on next page 64 © 2009 SAP AG. Choose Edit List. you can identify your object directly. If you narrow down the search using the Partner ID and/or (Reference) Product ID (HT-1089). a) In your object details open the assignment block Parties Involved. 2009 . Use the hyperlink in order to display the details of this object. On the Identify Account page on the choose Objects. You should find the object/equipment you created in the result list.Unit 2: Installed Base Management and Objects CR700 Display the details of the object. without the need to choose from a result list. All rights reserved. 3. Choose tab Partner and observe that the sold-to party information now is available. Enter your Serial Number and search for objects. Hint: This is an example for a possible bidirectional data exchange of equipment data. Add partner function Sold-to party and the Partner ID of ##Megastore. b) In SAP ERP choose menu Logistics → Customer Service → Management of Technical Objects → Serial numbers → Change. Hint: Optionally you can log on to the Interaction Center Web Client using business role Default IDES IC AGENTS (Z_IDES_AGENT). Where do you find the (ERP) serial number information? a) Choose Accounts & Products → Search → Objects and enter Object ID: <ERP equipment number> Choose Search. Add Sold-to party ##Megastore to this object and check whether the partner information is transferred back to SAP ERP. The serial number can be found on assignment block ERP Identification. Hint: This task is for testing purposes of bidirectional data exchange only! Partner information will be transferred from ERP to CRM once documents in logistics execution are processed.

65 . Enter the Object ID of your equipment. a) Accounts & Products → Search → Installed Base. In the assignment block Object Components choose New. In CRM include the Object ID to your ##HighTech installed base below text component Computer. In the structure tree mark Computer. All rights reserved. Go to the details of your installed base and choose Edit. Save the installed base.CR700 Lesson: Data Exchange of Technical Objects 4. Confirm the dialog with Yes. 2009 © 2009 SAP AG. External ID: ##HighTech Choose Search.

2009 .Unit 2: Installed Base Management and Objects CR700 Lesson Summary You should now be able to: • Understand the Equipment Download • Understand the Download of Functional Locations • Create an Equipment in SAP ERP 66 © 2009 SAP AG. All rights reserved.

67 . All rights reserved.CR700 Unit Summary Unit Summary You should now be able to: • Explain the concept of installed bases • Create and work with an installed base • Understand the basic customizing settings for installed bases • Explain the concept of Objects • Configure Objects • Describe the data exchange of technical objects between SAP ERP and SAP CRM • Understand the Equipment Download • Understand the Download of Functional Locations • Create an Equipment in SAP ERP 2009 © 2009 SAP AG.

Unit Summary CR700 68 © 2009 SAP AG. All rights reserved. 2009 .

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......................... 115 2009 © 2009 SAP AG....................Unit 3 Service Agreements and Service Contracts Unit Overview This unit introduces both Service Agreements and Service Contracts...... Due to the vast variety of service contract features and functions.......................... 73 Lesson: Service Contracts................................................ 79 Exercise 6: Service Contracts .....101 Exercise 7: Service Contract Billing.... you will be able to: • • • • • • • Understand the purpose of service agreements Create a service agreement and test agreement determination Describe the options for Service Level Agreements........................... All rights reserved.. Understand the main features and functions of CRM service contracts Create a new type of service contract in Customizing Create and test a new type of service contract Understand contract determination Unit Contents Lesson: Service Agreements......... 69 ........................... the focus in this unit will be set to those documents.............................. 70 Exercise 5: Service Agreements .... Unit Objectives After completing this unit....

Therefore you use a service agreement which later on can be the basis of a service contract. a CRM service transaction of type “Group Contract”. The standard transaction type of a service agreement is OAS. Figure 32: Service Agreements Service agreements have a leading transaction category: Group Contract (BUS2000107). Lesson Objectives After completing this lesson. All rights reserved.Unit 3: Service Agreements and Service Contracts CR700 Lesson: Service Agreements Lesson Overview This short lesson introduces Service Agreements. 2009 . you will be able to: • • • Understand the purpose of service agreements Create a service agreement and test agreement determination Describe the options for Service Level Agreements. Business Example You would like to offer specific price conditions in long-term outline agreements to your customers. 70 © 2009 SAP AG. a standard item category is OASP.

Only if it finds no service contracts does it search for service agreements. activate the indicator for agreement determination in Customizing for the transaction type corresponding to your service order. 71 . The goal is to define assignments for a large group of customers. the system determines the service agreement and assigns it to the service order. you could copy the price agreements from the service agreement right into the service order. All rights reserved. If the system should search for contracts as well as agreements. This way.CR700 Lesson: Service Agreements You can set one sales agreement or service agreement as default within the Account application (assignment block Sales Area Data). You cannot exchange service agreements with SAP ERP Central Component (SAP ERP). you can use a hierarchy node or a hierarchy tree to create a group. If service orders are created for a customer who is part of the business partner hierarchy tree or business partner hierarchy node defined in the service agreement. Service contracts take priority over service agreements 2009 © 2009 SAP AG. If you use this option. Figure 33: Service Agreement Determination If you want the system to find valid service agreements when documents such as service orders are created. there is another grouping function available: grouping using the business partner hierarchy. and for whom the corresponding sales area data was processed. without specifying a certain sold-to party. In addition to the group form of the business partner type. Service Agreements can by created for a business partner type. it first searches for valid service contracts. So the agreement is valid for all business partners who are assigned to the corresponding partner type. for example.

In addition to the group form of the business partner type. Figure 34: Authorized Account Hierarchies You can create a service agreement for a business partner type without specifying a certain sold-to party. for example. 2009 . All rights reserved. The goal is to define assignments for a large group of customers.Unit 3: Service Agreements and Service Contracts CR700 You must set the copying control for item categories of the desired follow-up document. If a service order is created for a customer who is part of the business partner hierarchy that is assigned to the service agreement. you could copy the price agreements from the service agreement right into the service order. Those and other settings relevant for successful service agreement determination can be found in the Online Help under topic Service Contract Management. To trigger a dialog box with the exploded account hierarchy node when you create a service order as a follow-up transaction from the service agreement. such as service order. This means that the agreement is valid for all business partners who are assigned to the corresponding partner type. special partner determination settings are required. the system determines the service agreement and assigns it to the service order. there is another grouping function available: grouping using the business partner hierarchy. 72 © 2009 SAP AG. Copying control for transaction types is optional. If you use this option. and who are assigned the same sales area data as is assigned to the service agreement. you can assign a hierarchy tree or hierarchy node (section of a tree) to a service agreement. This way.

discounts. Release and save the service agreement. Create a Service Agreement for your customer ##Megastore and enter the product SRV1_4. Task: Create a service agreement for one of your customers and check for successful agreement determination. Which setting in Customizing is relevant for service agreement determination? 2009 © 2009 SAP AG. Choose condition type Item Discount (0PAR) and amount 20%. 4. Check the organizational data and note the sales area. 1. Check the business partner master data and find the service agreement. billing and follow-up actions can be maintained and inherited to contracts and service orders. Information about pricing. Create a service order of type Service Process for your customer ##Megastore and enter service product SRV1_4 Check for successful service agreement determination and check if the price agreement on item level was applied. you will be able to: • Create a service agreement • Create a service agreement Business Example Service agreements allow you to create long-term agreements that contain information about prices and products for a particular customer or group of customers. 2. 5. 6. Hint: Service Agreements can be created for a group of business partners using the field Partner Type which is available both in the Account data and in the Service Agreement Details. 3. Add a price agreement on item level for product SRV1_4. 73 .CR700 Lesson: Service Agreements Exercise 5: Service Agreements Exercise Objectives After completing this exercise. All rights reserved. In this case use Personalization in order to display the Assignment Block Parties Involved and Organizational Data.

All rights reserved. Create a Service Agreement for your customer ##Megastore and enter the product SRV1_4. Sales US (US Sales & Service) 14 (Service) Continued on next page 74 © 2009 SAP AG. 2009 . a) Check the organizational data and note the sales area. In this case use Personalization in order to display the Assignment Block Parties Involved and Organizational Data. Description Product: In the Assignment Block Sold-to party: Open the Assignment Block Sales Organization: Distribution Channel: ##Agreement SRV1_4 Parties Involved add <ID of ##Megastore> Organizational Data. Choose Service Contracts Choose Create → Service Agreement. Hint: Service Agreements can be created for a group of business partners using the field Partner Type which is available both in the Account data and in the Service Agreement Details. Check the organizational data and note the sales area.Unit 3: Service Agreements and Service Contracts CR700 Solution 5: Service Agreements Task: Create a service agreement for one of your customers and check for successful agreement determination. 1.

Choose the Assignment Block Interaction History. Hint: You can assign one service agreement as default for your account. Choose condition type Item Discount (0PAR) and amount 20%. You should see the number of your group contract (service agreement). SRV1_4 20 0PAR – Item Discount 3.CR700 Lesson: Service Agreements 2. In the Assignment Block Price Agreements choose New. Add a price agreement on item level for product SRV1_4. Name 1 / Last Name: Choose Search. Continued on next page ##Megastore 2009 © 2009 SAP AG. Choose Back. Price Type: Choose OK. Observe the field Default Sales Agreement in the Sales data. Product ID: Amount: Choose Back. Released 4. Check the business partner master data and find the service agreement. 75 . In the Assignment Block Sales Area Data choose Actions → Edit for US Sales & Service / Service. a) Choose Accounts → Products Choose Search → Accounts. a) In the Service Agreement details: Status: Choose Save. a) In the Assignment Block Items choose Action → Edit to open the item details. Release and save the service agreement. All rights reserved. In the result list choose the link in field Name.

All rights reserved. Go to the Item Details. A dialog box with the number of the service agreement is displayed. 2009 . Check for successful service agreement determination and check if the price agreement on item level was applied. Choose the Assignment Block Price Details. Choose Service Orders Choose Create → Service Order. Description: Sold-to party: Product: Quantity: Choose ENTER. The item discount of 20% was applied. ##AgreementDetermination ##Megastore SRV1_4 1 AU Continued on next page 76 © 2009 SAP AG. Choose Service Process. Select the line with your group contract and confirm.Unit 3: Service Agreements and Service Contracts CR700 5. a) Create a service order of type Service Process [ZSE1] for your customer ##Megastore and enter service product SRV1_4 with quantity 1 AU. Create a service order of type Service Process for your customer ##Megastore and enter service product SRV1_4 Check for successful service agreement determination and check if the price agreement on item level was applied.

SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types. Which setting in Customizing is relevant for service agreement determination? a) SAP GUI Choose SAP Menu → Architecture and Technology → Configuration → Customizing. 2009 © 2009 SAP AG. is set to F (Only at Item Level : Always With Selection Option). The parameter Agreement Determin. 77 . Find and select entry ZSE1 (Service Process) and choose Details. Choose SAP Reference IMG. All rights reserved. Hint: In the WebClient UI it is possible to personalize the Web Page Dialog Select Transaction Type (is display when choose Service Order → Create) and to include the field Transaction Type.CR700 Lesson: Service Agreements 6.

78 © 2009 SAP AG. 2009 .Unit 3: Service Agreements and Service Contracts CR700 Lesson Summary You should now be able to: • Understand the purpose of service agreements • Create a service agreement and test agreement determination • Describe the options for Service Level Agreements. All rights reserved.

contract determination and integration aspects are explained. Lesson Objectives After completing this lesson. In return you will charge monthly fees for granting those services. Service Contract Basics Figure 35: Service Contracts 2009 © 2009 SAP AG. 79 . Basic contract features. Therefore you would like to offer certain services including customer-specific service levels and price conditions. All rights reserved. Therefore you would like to better understand the options with CRM Service Contracts. you will be able to: • • • • Understand the main features and functions of CRM service contracts Create a new type of service contract in Customizing Create and test a new type of service contract Understand contract determination Business Example You would like to establish long-term relationships with your customers.CR700 Lesson: Service Contracts Lesson: Service Contracts Lesson Overview This lesson introduces CRM Service Contracts.

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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, objects 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 functions for monitoring compliance with those terms. A contract may include contract-specific price agreements that control not only what is covered by the contract , but also what prices may be charged for any work covered by that contract. SAP CRM Service Contract documents are not transferred to SAP ERP.

Figure 36: Service Contract Structure

A service contract consists of header data and item data. A service product can be stipulated for each service contract item and the customer can claim this product over a certain period at a specific price. In a service contract item, you stipulate services or service packages with a specific target quantity or particular overall value. Contracts including this kind of agreement are called Service Contracts (Value/Quantity).

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The following contract item specific data can be maintained: • Service data: For service contracts, you can maintain the service agreements that define the characteristics of the service product in the contract items, for example. Different parameters, such as response time or availability time, can be such concrete service agreements. For more information, see Service Level Agreements (SLA). For service plans, you can maintain Service Plan Data instead of service agreements. Object list: Here you assign objects to which the service product stipulated in the contract item refers. The object list can contain installed bases, installed base components, objects, or products. For more information, see Object List. Product list: Here you enter the services and service parts that should be in the service product as stipulated in the contract item. The product list can contain products, product categories, or product ranges (partner/product range). For more information, see Service and Product List. Release list: If services or service parts entered in the product list are claimed as part of service orders or repair orders, the system records this in the release list. For more information, see Service Contract (Value/Quantity). Price agreements: In addition to the prices defined at header level, special price agreements can be made for each contract item. Price agreements are contract-specific prices and discounts. You define which services are covered completely, partially, or not at all by a contract. Billing plan: Billing plans in the contract items control periodic billing. Depending on the billing plans and Customizing settings, billing requests are generated automatically and transferred directly to CRM Billing.

SC and SCC are standard CRM transaction types for service contracts.

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Figure 37: Service Contract Items

Service Contract Items are the parts of a service contract in which the services to be performed for the customer under service contract conditions are defined. In SAP CRM both Service Profile and Response Profile together are called Service Levels. SCN is a standard item category for service contract item. 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 multiple services and service parts are grouped in the product list (for example, car inspection) A service package in which several services and service parts are grouped in the product list (for example, car inspection) A service limited according to value or quantity (for example, free-of-charge telephone consultation for 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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Figure 38: Service Levels - Service Profile and Response Profile

In the service profile, you define the time frames when the services specified in the service contract (such as hotline or maintenance) can be executed In the response profile, you define the periods within which processing of the service in the service process item should have started, and by when the processing should have been completed. The corresponding dates are calculated based on these periods and with reference to the service profile in the service process, which was created with reference to the contract. To maintain the response times, choose a key combination in the transaction by selecting the required line and switching to the view for response times. There you can enter any number of time frames for the selected key combination. Service Profile and Response Profile are maintained in SAP GUI. Choose SAP Menu → Service → Maintain Availability and Response Times. Contract pricing can be based on those profiles (for example, a standard price on the product level or an extra charge depending on profile chosen). This is done via the pricing condition technique. In standard Customizing, condition 1305 is delivered for an extra charge depending on service profile, and condition 1306 for an extra charge depending on response profile. You can view this on the assignment block Price Details.

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Figure 39: Availability Time and Response Time: Example

In this example, the response times determined are displayed for a call received on Monday at 12 p.m. Service profile: 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. Response time: 2 hours – response by Monday 3 p.m.

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

Service Levels are not only available within products. They are also available in the following master data and can be used in SLA determination to assign the correct service profile and response profile to service transactions such as service requests, incidents, and requests for change or even a service order. Service contracts Accounts / Business Partners Product items Objects Installed base or installed base components Sales and service organizational units

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In customizing it is possible to define a SLA determination procedure which can be assigned to a transaction type. Response time: How long it will take to respond to the customer need – for example, call back within specified 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. You can create additional parameters using customer-specific set types. Processing of the data from the set type can be done by using Business Add-Ins (BAdIs) and/or Actions.

Figure 40: Service Contract Item - Object List

Each service contract line item can specify a list of objects. Objects are entered in the assignment block Object List at item level. Installed bases and installed base components can be used as elements of this object list. The button Proposal for Product List displays a list of the associated services and service parts for the reference object that you selected in the object list of the service contract item. From this list, you can transfer them into the product list.

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If the element in the object list is a product or object that was downloaded from SAP ERP that has an assigned bill of materials (BOM) in SAP ERP, all BOM materials also appear as service parts.

Figure 41: Service Contract Item - Product List

Each service contract line item can specify a list of products. Products are entered in the assignment block Product List at item level. In the product list belonging to a service contract item, services and service parts are entered that are in the service product, which is defined in the contract item. These services and service parts can be claimed in the course of the subsequent service order processing with reference to a service contract. The product list can be specified by product or product category. There is input help in the object list in the form of a Proposal for Product List button. See Object List. It is possible to simultaneously create price agreements for selected rows of the product list by choosing Create Price Agreement. In this way, you can define a discount of 100% for all service parts in the product list at the same time.

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Figure 42: Billing Plan - Example: Periodic Billing

You use billing plans to schedule individual dates for billing for a product or service, independent of the product delivery or provision of the service. You can either bill the same amount at regular intervals (periodic billing plan) or bill different amounts at specified dates that have been predefined (milestone billing plan). You can decide whether one billing plan should be valid for all the items in a business transaction (valid at header level), or whether different billing plans are required for the individual transaction items (valid at item level). The billing plan contains a list of dates. For each of these dates up to the horizon, the system generates a billing request item. Each billing request item triggers the system to create a billing document when certain conditions have been fulfilled. The system determines the dates for billing request items based on general date information, for example, the start and end date of a contract. The general date information can either be copied from the header of the business transaction or from the billing plan type. The system uses the following rules to generate billing request items: • • The settlement period The billing date

In standard, a released contract item triggers the creation of billing due list items. Item categories and item category determination for both transactions and the billing application have to be set up accordingly.

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You can choose whether the billing request items are all generated immediately, or should be generated in groups (BAdI).

Figure 43: Price Agreements

Price Agreements are contract-specific prices and discounts which you want to grant the customer, for example a rebate for a certain service or service part. Price agreements are applied to service transactions which are created with reference to a service contract (item), for example a follow-up service order (release order). If you create service processes with reference to the contract (item), the system takes these price agreements into account. This means that the customer is billed only for those expenses not covered by the contract. In addition to the prices defined at header level, special price agreements can be made for each contract item. For example, a price agreement can define that all service parts are free of charge, and that the installation of service parts is to be invoiced at the rate of $25 per hour. Price agreements have no effect on periodic contract billing. The amounts charged for periodic contract billing result exclusively from the header and item conditions of the contract. Customizing of price agreements: Choose SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Contracts → Price Agreements and Configuration → Define and Assign Groups of Condition Tables and Types to define a condition maintenance group and to assign it to a transaction type and/or item category.

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when creating a service process with a transaction type for which contract determination is activated. If more than one contract exists. the system immediately assigns it to the business transaction. the system displays a list of possible contracts. The system does not search for contracts when you create a sales order or a business transaction in Service. If exactly one relevant contract exists. assign immediately if unique. For assignment at header level. Contract search at header level only takes place if no contract has been assigned yet and no items are available. Service Contract Determination Figure 44: Service Contract Determination According to the Customizing settings. or the system determines the contract and copies it automatically to the transaction. you must enter the reference object. 89 . C = Header and item (reference object). either you are requested to select a contract. The system then only finds those contracts where the object list contains the reference object or if the object list is empty.CR700 Lesson: Service Contracts The same condition types must be used in the pricing procedure of the follow-up service orders for the price agreement to automatically apply. All rights reserved. The following settings are available: • • (Space) = No contract determination. You can then choose the contract you want to use from this list. Copying control for item categories is a mandatory prerequisite in order to use contract determination. In standard condition maintenance group 1300 is delivered for service contracts (items). If no contract has been assigned at header level 2009 © 2009 SAP AG.

In a similar way to option E = Only at item level. the system searches for existing contracts. The difference between this and option C is that the list with contracts is always opened. Therefore. as well as for the product. The system only proposes a contract if it is valid at the requested delivery time (sales orders) or on the requested start date (service orders). a contract search takes place at item level in a similar way to option F = Only at item level. You make this setting in Customizing of an item category of corresponding service contract item by using indicators Filter Contract Item by Object List and Filter Contract Item by Product List. The system then carries out contract determination for all items that are not yet assigned to a contract. you have defined whether the system should also find contract items whose object list or product list is empty when an item is created in one of the business transactions listed above. you can use a pushbutton to start the contract search for all items. If items are manually created in the business transaction in Service. In a similar way to option C = Header and item (reference object) assign immediately if unique. All rights reserved. the system displays a list with these contracts. for which the business transaction in Service was created. no automatic assignment takes place if only one contract is found. distribution channel and. Therefore. For service contracts. In Customizing for the contract item category. a contract search takes place at item level in a similar way to the option E = Only at item level. from which you can choose the one you want to use. always with selection option. D = Header and item (reference object) always with selection option. If a contract has been assigned at header level. sales organization and distribution channel for which a sales order is issued. F = Only at item level. assign immediately if unique.Unit 3: Service Agreements and Service Contracts CR700 • • • • and you create items manually in the business transaction. the system searches for existing service contracts. If only one contract is found that fulfills the selection criteria. if applicable. G = Manual. the system searches for contracts that exist for a particular customer. For sales contracts. no automatic assignment takes place when only one contract is found. 2009 . in a similar way to option F = Only at item level. no new search takes place when you create an item. the system automatically copies all the relevant data from the appropriate service transaction item to the business transaction. assign immediately if unique. If multiple contracts are found. the service organization. However. always with selection option. The system does not search automatically for existing contracts after the business transaction data has been entered. When you create a business transaction item. assign immediately if unique. the system searches for existing contracts. sales organization. as well as for the reference object. E = Only at item level. 90 © 2009 SAP AG. always with selection option. the system searches for contracts that exist for a particular customer. The difference between this and option E is that the list with contracts is always opened.

CR700 Lesson: Service Contracts Figure 45: Service Contract Determination . 91 .Details 2009 © 2009 SAP AG. All rights reserved.

or that have an empty object list for the service contract item. service contract items with empty object lists are found. contracts are found that have the reference object for the business transaction header entered in the object list of the service contract item. • Copying control: The copying control for item categories must be set in Customizing. 92 © 2009 SAP AG. Services and service parts available with a selected contract are proposed by copying to a service order. when creating a service process with a transaction type for which contract determination is activated. For successful contract determination. All rights reserved. Object list: In standard Customizing. You can use the Business Add-In definition CRM_SERVICE_CONTRACT (Business Add-In for Service Contract Determination) to include your own selection criteria or to limit the selection criteria (see above) delivered by SAP. Sales and service organization in the service contract and the service process must be identical. Status: The status of the service contract item must be Released. 2. or the product list of the service contract item can be empty. If no reference objects were entered for the business transaction item. 3. Validity: The date in the Requested Start field in the service process must lie within the validity period of the service contract item. either you are requested to select a contract. 2009 . A release order list shows the history of service orders relating to value/quantity of service contract items. or the system determines the contract and copies it automatically to the transaction. the following criteria have fulfilled: • • • • • Partner: The sold-to party in the service contract and the service process must be identical. or that have an empty object list for the service contract item. If the reference object was not entered in either the business transaction item or in the business transaction header. Product list: the product in the business transaction item must be entered in the product list of the service contract item. 1. contract determination runs in the following sequence: Contracts are found that have reference objects entered for the business transaction item in the object list of the service contract item.Unit 3: Service Agreements and Service Contracts CR700 According to the Customizing settings.

data from this transaction is transferred to the billing component. checked. When a transaction is saved and at least one item is billing-relevant. supplemented with master data. independent of the product delivery or provision of the service. products to be billed for (services and service parts). In the above example. and saved in a billing due list item. the item category FAPF (billing-plan sub-items) is set to Billing After Contract Release (via CRM Billing). a debit memo request is automatically created in SAP ERP for each service transaction. 2009 © 2009 SAP AG. SAP CRM automatically transfers billing-relevant data to SAP ERP. When data is transferred. and a fixed amount is billed as specified in the terms of the contract. Transfer takes place when a user sets a particular status for the transaction. and conditions.CR700 Lesson: Service Contracts Billing and Controlling Integration Figure 46: Service Contract Billing Billing for service contract items takes place periodically. The data transferred includes the billing date. You can either bill the same amount at regular intervals (periodic billing plan) or bill different amounts at specified dates that have been predefined (milestone billing plan) The billing due list is a collection of all billable transactions. 93 . For service transactions containing items that are defined as relevant for external billing. business partners. You use billing plans to schedule individual dates for billing for a product or service. All rights reserved. Billing takes place according to a billing plan.

without additional processing steps.Unit 3: Service Agreements and Service Contracts CR700 in the form of a sales order. Service process costs are collected in the CO cost object associated with the contract. Service contract items that are relevant for billing are transferred when contract data is updated and a contract item is marked as Released. 2009 . Billing request items generated by a billing plan are transferred automatically to SAP ERP. All rights reserved. Any costs associated with service orders assigned to a service contract can flow to SAP ERP as well. Controlling integration is defined in the same way as for service processes. SAP NetWeaver BI can report on service contract data from SAP CRM and other SAP or non-SAP systems. You can choose between single object and mass controlling. 94 © 2009 SAP AG. and are collected at contract level. You can perform billing immediately for these debit memo requests. Caution: You cannot cancel service contract items once they have been transferred to SAP ERP Figure 47: Controlling Integration Service contract revenues can flow to SAP ERP Controlling (CO). The items in this order represent the billing-relevant items in the original service transaction.

2009 © 2009 SAP AG.CR700 Lesson: Service Contracts BI provides the following analyses: • Service Contract Analysis: – – – • Identifies contract products with a high net value Provides an overview of the value and volume of active service contracts Monitors customer satisfaction with services performed under contracts Service Level Compliance Analysis: – – – – Rate of completion on schedule with completion dates determined by Service Level Agreements Provides an overview of delayed and on-schedule services Monitors the punctuality of services Enables quality analysis in service organizations. revenues can be posted before. Figure 48: Revenue Recognition Revenue recognition controls how much revenue is to be reported in which posting period. or after the actual billing. All rights reserved. 95 . In this way. which are normally posted to revenue accounts. during. Revenue recognition allows you to post revenue to the financial accounting component in SAP ERP independent of billing documents.

which minimizes the amount of time required to create a service contract. Events are releases that are reflected as service orders or service confirmations. the billing document is posted to an accruals account first and the revenues are transferred to the revenue accounts in a second step. Time-based (periodic) revenue recognition means that the revenue of a sale is distributed and posted evenly over the entire contract term. If applicable you could also prepare an object list. All rights reserved. 96 © 2009 SAP AG. Note: The user interface for the service contract template is a configuration of the component for service contracts with Object Type BT112_SCT. or a service contract quotation. For this process. the billing document is posted to an accruals account first and the revenues are transferred to the revenue accounts in a second step. for example filled with standard products. Service-based revenue recognition (value/quantity contracts with a target quantity) means that the revenue is realized based on an event. • • Additional Functions for Service Contracts Figure 49: Service Contract Templates You use service contract templates to define reusable data. This type of posting occurs without a revenue recognition process. a usage-based service contract. You can. for example prepare the service contract template with a standard product list and standard price agreements. 2009 .Unit 3: Service Agreements and Service Contracts CR700 Revenues can be realized on a periodic basis or on the basis of individual events: • Standard revenue recognition means that billing documents are posted directly to a revenue account. Once again.

the contract start date is defaulted with today's date. The new data type SRV_INST is contained in the standard date profile CONT002 for service contracts. 97 . Copy an existing service contract template. the contract start date on header level is changed and inherited to the item level.CR700 Lesson: Service Contracts Depending on your Customizing settings. Create a service contract template as a follow-up transaction. All rights reserved. The Installed On date can be maintained either on header or item level. Create a service contract or service contract quotation as a follow-up transaction. 2009 © 2009 SAP AG. based on the service contract template. Caution: It is necessary to maintain the dependent dialog Screen Areas: Dates and assign screen area SERVICE in order to maintain this date in the contract application. When it is maintained on header level. you can: Create a new service contract template. Using the new date type SRV_INST (Installed On) it is possible to change the contract start date to an actual start date. based on a service contract or a service contract quotation. Figure 50: Automatic Start of Contract When a standard service contract is created.

date types. All rights reserved. or todays date. Date profiles contain date rules. cancellation date. A reference object is where the system draws the date from. Date Customizing can be found under SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Date Management → Define Date Types. quarterly. acceptance date. Date rules determine a date. and reference objects allowed.Unit 3: Service Agreements and Service Contracts CR700 Figure 51: Dates in Service Contracts Dates are controlled within the contract by a date profile. first of the month. The date profile is assigned to the transaction type and/or the item category. for example. durations. Date types are found as various fields in the contract. for example. contact start date. Duration Types and Date Rules SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Date Management → Define Date Profile 98 © 2009 SAP AG. or dates to or from on a billing plan. Duration is a period such as the validity period of a contract. 2009 . start date plus validity. end date. such as from the system or from a customer.

instead. After the mass change process is executed. which you can find on the SAP Easy Access screen under Service. To configure mass change processes go to SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Settings for Contracts → Additional Settings for Service Contracts → Change Processes → Mass Change Processes 2009 © 2009 SAP AG. You have made the settings for the change processes in Customizing for Customer Relationship Management under SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Settings for Contracts → Additional Settings for Service Contracts → Change Processes. You can use transaction Delete Mass Change Processes (transaction CRM_MASS_CP_DEL). You cannot undo the execution of this change process.CR700 Lesson: Service Contracts Figure 52: Contract Change Processes You use this function to make changes to existing contracts. you see the result: contracts for which the change was successful and contracts for which the mass change process was not applicable. Each change process has different effects in the further processing of the contract. You can use mass change processes to make changes for selected contracts simultaneously. The settings you define here control all the change processes. The system does not change the selected contracts with this change process. This does not work for all change processes. to delete log files for previously executed mass change processes which are no longer needed. This is only possible for change processes that you have defined at the header level. 99 . both in contract management and in accounting. to free memory space on the database. it creates new ones. All rights reserved. You can use process Cancel Last Change Process to undo all changes that the last change process made. however. for example changing the sold-to party for multiple service contracts at once.

Unit 3: Service Agreements and Service Contracts CR700 100 © 2009 SAP AG. All rights reserved. 2009 .

you are able to maintain long-term agreements with your customers. Assign Billing Plan 02 (Periodic Billing) to both transaction type ZC## and – since you will later use a standard item category – to item category SCN. Maintain item category determination. create a new transaction type ZC## (##Service Contract) by copying the standard entry SC. Copy and replace the transaction type with ZC##. Assign organizational data profile ZIDES_05 to your newly created transaction type. 4. Allow the transaction type to be used in channel CRM WebClient UI. In Customizing. Make the following settings: Transaction Type: Description (short): Description (long): Inactive: ZC## ## Service Contract ## Service Contract <blank> 2. All rights reserved. you will be able to: • Create a new transaction type for a service contract • Perform contract-specific Customizing settings • Create and maintain a service contract Business Example Using service contracts. Task 1: Create a new transaction type for service contracts and adapt it so that it meets your requirements. You would like to use billing plan functionality within your ##Service Contract. test your new transaction type 1. and billing plan functionality can be used with service contracts. contract products (service level agreements). Reference objects. Continued on next page 2009 © 2009 SAP AG. Mark all entries that are linked to the standard transaction type SC. 101 . After completing the necessary Customizing steps. price agreements. 5.CR700 Lesson: Service Contracts Exercise 6: Service Contracts Exercise Objectives After completing this exercise. 3.

Create a second item. assign the installed base with External ID ##Megastore to this item. 6. 7. Enter product SER_022 with quantity 1. Enter the following data: Description: Sold–to party: Service product: Quantity: 3. Maintain a price agreement with respect to a product group (0PAG). 4. 2009 .Unit 3: Service Agreements and Service Contracts CR700 6. Release and save the contract and write down the number: _______________________ Task 3: 1. All service parts should get a discount of 25%. ##Megastore ##Contract Enter product SER_021 with quantity 1. Test your settings and create a service order of type Service Process. On item level. 5. This setting is necessary so that the billing request items (transaction item category FAPF) coming from the billing plan can be billed using CRM Billing (and standard billing item category FAPF). Confirm that in this case item category Service Contract Item (SCN) is determined. All rights reserved. 3. ## Contract Determination 1 ##Megastore SRV1_4 1 Which service contract items are determined? Continued on next page 102 © 2009 SAP AG. Maintain billing item category determination for your newly created transaction type. 2. Enter the following data: Sold-to party: Description: 2. 1. On item level. Task 2: Test your settings and create a service contract of type ##Service Contract (ZC##). assign the installed base with external ID ##HighTech to this item.

SRV1_4 1 Service product: Quantity: 6. All rights reserved. 103 . Enter the following data: Description: Sold–to party: Installed Base Component: ## Contract Determination 2 ##Megastore Use search pattern Component Using Header Data and search for any component of installed base with<external ID = ##MEGASTORE> SRV1_4 1 Service product: Quantity: 3.CR700 Lesson: Service Contracts Task 4: 1. 5. Test your settings and create another service order of type Service Process. 2. 1. Which service profiles (availability times) and response profiles (response times) are used in your contract? Where does this information come from? Continued on next page 2009 © 2009 SAP AG. 4. Which service contract items are determined? Task 5: In order to use Service Level Agreements service profiles (availability times) and response profiles (response times) have to be maintained in your contract. Enter the following data: Description: Sold–to party: Reference Object: Product ID: ## Contract Determination 3 ##Megastore Use search pattern Component Using Object Data and search for the object/equipment/serial number component which you included to you installed base ##HighTech in a previous exercise. 2. Which service contract items are determined? Test your settings and create another service order of type Service Process.

What is the response profile for product SER_022? Which indicator is used in the response profile from above to calculate the response times? Use SAP GUI to answer this question. 104 © 2009 SAP AG. 4. All rights reserved. 2009 .Unit 3: Service Agreements and Service Contracts CR700 3.

ZIDES_05 Continued on next page 2009 © 2009 SAP AG.CR700 Lesson: Service Contracts Solution 6: Service Contracts Task 1: Create a new transaction type for service contracts and adapt it so that it meets your requirements. a) Choose Details. create a new transaction type ZC## (##Service Contract) by copying the standard entry SC. 2. In Customizing. Assign organizational data profile ZIDES_05 to your newly created transaction type. SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types. Choose Back (F3). Transaction Type: Description (short): Description (long): Inactive: ZC## ##Service Contract ##Service Contract <blank> Choose ENTER and confirm the dialog box. Choose SAP Reference IMG. Data Prof. Make the following settings: Transaction Type: Description (short): Description (long): Inactive: ZC## ## Service Contract ## Service Contract <blank> a) SAP Menu → Architecture and Technology → Configuration → Customizing. Org. Find and select entry SC and choose Copy As. 105 . All rights reserved. test your new transaction type 1. After completing the necessary Customizing steps.

a) In the dialog structure. Choose Copy As…. Channel: CRM WebClient UI. choose Channel. a) SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination. Transaction Type: Choose ENTER. Repeat this step until you copy all selected entries. Copy and replace the transaction type with ZC##. Mark all entries that are linked to the standard transaction type SC. All rights reserved. 2009 . Save your settings and go back to the IMG. Select all entries that start with exactly SC. Choose New Entries. ZC## Continued on next page 106 © 2009 SAP AG. 4.Unit 3: Service Agreements and Service Contracts CR700 3. Maintain item category determination. Allow the transaction type to be used in channel CRM WebClient UI. Save your settings and go back to the IMG.

SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Billing Plan → Assign Billing Plan Type to Item Category. Save your settings and go back to the IMG.PlanProc: Transaction Type: Item Category: BillingPlanType: <blank> ZC## SCN 02 Save your settings and go back to the IMG. a) SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Billing Plan → Assign Billing Plan Type to Business Transaction Type. Assign Billing Plan 02 (Periodic Billing) to both transaction type ZC## and – since you will later use a standard item category – to item category SCN. 107 . Bill. All rights reserved. You would like to use billing plan functionality within your ##Service Contract. Bill. Choose New Entries. Choose New Entries. Continued on next page 2009 © 2009 SAP AG.PlanProc: Transaction Type: BillingPlanType: <blank> ZC## 02 Hint: You will not use your own item category but a standard item category SCN in this context.CR700 Lesson: Service Contracts 5.

Enter the following data: Sold-to party: Description: a) ##Megastore ##Contract Choose Service Contracts Choose Create → Service Contract.: ZC## Choose ENTER. Choose ##Service Contract. 2009 .Unit 3: Service Agreements and Service Contracts CR700 6. a) Product: Quantity: SER_021 1 Continued on next page 108 © 2009 SAP AG. All rights reserved. This setting is necessary so that the billing request items (transaction item category FAPF) coming from the billing plan can be billed using CRM Billing (and standard billing item category FAPF). Source Process Cat. Task 2: Test your settings and create a service contract of type ##Service Contract (ZC##). Save your settings and go back to the IMG. Confirm that in this case item category Service Contract Item (SCN) is determined. Choose Copy As…. Find and mark the entry beginning with SC. Enter product SER_021 with quantity 1. Maintain billing item category determination for your newly created transaction type. a) SAP Implementation Guide → Customer Relationship Management → Billing → Item Category Determination → Assign Item Categories Choose CRMB (CRM Billing). Description: Sold-to party: ##Contract ##Megastore 2. 1.

<External ID = ##HighTech> 4. a) Choose Action → Edit for your item. 109 . Maintain a price agreement with respect to a product group (0PAG).CR700 Lesson: Service Contracts 3. Enter product SER_022 with quantity 1. Choose button Edit List. Installed Base: Choose Back. Continued on next page Use search help and find installed base with External ID##Megastore 2009 © 2009 SAP AG. Installed Base ID: Choose Back. a) In the item details choose assignment block Price Agreements. On item level. All service parts should get a discount of 25%. Choose Back (to go to the contract details). a) In the assignment block Items. Choose assignment block Object List. Product: Quantity: 6. assign the installed base with external ID ##HighTech to this item. Create a second item. SER_022 1 On item level. Choose button New. a) Choose Action → Edit for your item. assign the installed base with External ID ##Megastore to this item. Product Group: Amount: 02 (Spare parts) 25 0PAG – Product Group. Choose assignment block Object List. 5. Choose Back (to go to the item details). All rights reserved. Choose New Price Type: Choose OK.

Enter the following data: Continued on next page 110 © 2009 SAP AG. Choose Service Process. Task 3: 1. Release and save the contract and write down the number: _______________________ a) In the Service Contract Details: Status: Choose Save ____________________________ Released. Enter the following data: Description: Sold–to party: Service product: Quantity: a) 3. ## Contract Determination 1 ##Megastore SRV1_4 1 Which service contract items are determined? Task 4: 1. Test your settings and create another service order of type Service Process. a) Choose Service Orders Choose Create → Service Order. 2. Choose Service Process. 2009 .Unit 3: Service Agreements and Service Contracts CR700 7. a) Press ENTER. Both contract items from the preceding exercise are determined. Test your settings and create a service order of type Service Process. All rights reserved. 2. a) Choose Service Orders Choose Create → Service Order.

Enter the following data: Description: Sold–to party: Reference Object: Product ID: ## Contract Determination 3 ##Megastore Use search pattern Component Using Object Data and search for the object/equipment/serial number component which you included to you installed base ##HighTech in a previous exercise. Choose Service Process. Which service contract items are determined? In this case reference object information is taken into account and only one contract item is determined and – due to customizing settings – immediately assigned to the service order item. 111 . This time it is the second contract item. Continued on next page 2009 © 2009 SAP AG. 4. Test your settings and create another service order of type Service Process. SRV1_4 1 Service product: Quantity: a) 6. a) Press ENTER.CR700 Lesson: Service Contracts Description: Sold–to party: Installed Base Component: ## Contract Determination 2 ##Megastore Use search pattern Component Using Header Data and search for any component of installed base with<external ID = ##MEGASTORE> SRV1_4 1 Service product: Quantity: a) 3. a) Press ENTER. Choose Service Orders Choose Create → Service Order. a) 5. Which service contract items are determined? In this case reference object information is taken into account and only one contract item is determined and .due to customizing settings immediately assigned to the service order item. All rights reserved.

Product SER_021 SER_022 Service Profile Mo – Fr 7 – 17h Mo – Sa 6 – 18h Response Profile Response profile ‘Economy class’ Response profile ‘Business class’ ##Contract 2. In assignment block Service Levels you find the profiles. Choose Accounts & Products Choose Search → Products. Service Profile: Response Profile Mo–Sa 6–18 h Response profile ‘Business class’ Continued on next page 112 © 2009 SAP AG. Which service profiles (availability times) and response profiles (response times) are used in your contract? a) Choose Service Contracts Choose Search → Serivce Contracts Service Contract Description: Choose Search.Unit 3: Service Agreements and Service Contracts CR700 Task 5: In order to use Service Level Agreements service profiles (availability times) and response profiles (response times) have to be maintained in your contract. Product ID SER_022 3. 2009 . All rights reserved. Where does this information come from? a) Service Profile and Response Profile are maintained within the product master. 1. Select the corresponding service contract from the result list by clicking the link in column Service Contract ID. What is the response profile for product SER_022? a) Select the corresponding product from the result list by clicking the link in column Product ID. Observe item details in the assignment block Items.

choose Response Profile. In the dialog structure. 113 . Which indicator is used in the response profile from above to calculate the response times? Use SAP GUI to answer this question. All rights reserved. a) SAP GUI Choose SAP Menu → Service → Maintain Availability and Response Times. In the dialog structure. choose Indicators for Response Times. The response times Duration Until First Reaction (SRV_RF_DURA) and Duration Until Service End (SRV_RR_DURA) are calculated based on the Priority of the service order. 2009 © 2009 SAP AG. Select the response profile BUSINESS.CR700 Lesson: Service Contracts 4.

All rights reserved. 2009 .Unit 3: Service Agreements and Service Contracts CR700 114 © 2009 SAP AG.

Task 1: Use CRM Billing to create a billing document for your service contract. Create a service contract of type Contract w. and create the billing documents. Since ERP–Billing of CRM service contracts is optionally possible. you have to use SAP GUI. 2.CR700 Lesson: Service Contracts Exercise 7: Service Contract Billing Exercise Objectives After completing this exercise. monthly billing). Which billing item category was determined? Why? Check the document flow for the billing document. (Z300) for your customer. ##Megastore. 1. 3.g. ERP Bill. and use product SER_021_ERP with quantity 1. you will be able to: • Bill a CRM service contract with CRM Billing • Bill a CRM service contract with ERP Billing Business Example You would like to bill your CRM service contracts using the CRM Billing application. and write down the number: _________________ Continued on next page 2009 © 2009 SAP AG. 1. Release and save the contract. expand the line item with your contract number. SAP Menu → Service → Billing → Maintain Billing Due List Search with your (contract) document number. 115 . Which entries does it contain? Task 2: Use ERP Billing to create a billing document for another kind of service contract. Maintain the billing due list. you would like to test this as well. Hint: In the WebClient UI it is only possible to bill the entire service contract. All rights reserved. If you only would like to bill certain items (e.

116 © 2009 SAP AG. What do you observe? Bill the service contract in the ERP back-end system. What kind of product is SER_021_ERP? Where was it created? Take a look at the transaction history of the service contract.Unit 3: Service Agreements and Service Contracts CR700 2. All rights reserved. 4. 3. 2009 .

In the Assignment Block Items you find the Billing item category Billing Req. and create the billing documents. SAP Menu → Service → Billing → Maintain Billing Due List Search with your (contract) document number. 2. 117 . Expand the item corresponding to your contract using the triangle icon. Mark the first sub-item which corresponds to the billing plant item of the first month and choose iconIndividual Billing. you have to use SAP GUI. Which billing item category was determined? Why? a) In SAP GUI the billing item category can be observed in the billing due list (last column). expand the line item with your contract number. 1. a) In SAP GUI choose SAP Menu → Service → Billing → Maintain Billing Due List Document Number: <your contract number> Choose Execute.CR700 Lesson: Service Contracts Solution 7: Service Contract Billing Task 1: Use CRM Billing to create a billing document for your service contract. Item – Billing Plan (FAPF). Optional: In CRM WebClient UI navigate to the details of a billing document. Hint: 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. Hint: In the WebClient UI it is only possible to bill the entire service contract.g. The billing item category FAPF has been determined. Maintain the billing due list. Continued on next page 2009 © 2009 SAP AG. monthly billing). All rights reserved. If you only would like to bill certain items (e. These settings have been applied here. Check the data and save the billing document.

Continued on next page Released 118 © 2009 SAP AG. All rights reserved. Choose the assignment block Referenced Transactions. Create a service contract of type Contract w. Payer ID: <number of ##Megastore> Select the line with the first of your billing documents and choose the link in column Billing Doc. and write down the number: _________________ a) Choose Service Contracts Choose Create → Service Contract. Check the document flow for the billing document. Task 2: Use ERP Billing to create a billing document for another kind of service contract. ##Megastore. Write down the number: ____________________. ERP Bill. 2009 .Unit 3: Service Agreements and Service Contracts CR700 3. (Z300) for your customer. Which entries does it contain? a) In CRM WebClient UI choose Billing Choose Search → Billing Documents. 1. ID. Here you can find the service contract. and use product SER_021_ERP with quantity 1. Description: Sold–to party: Product: Quantity: Contract ERP Billing ## ##Megastore SER_021_ERP 1 Release and save the contract and write down the number. ERP Bill. Choose the assignment block Follow-Up Transactions. Status: Choose Save. Here you can find the accounting document. Choose Contract w. Release and save the contract.

Save the billing document. 4. What do you observe? a) Choose assignment block Transaction History. <number of debit memo request> 2009 © 2009 SAP AG. Choose menu Sales document → Billing. A replicated document of type Debit Memo Request was created in the ERP system. Order: Choose ENTER. The main product category is MAT_DIEN (Service). 3. Take a look at the transaction history of the service contract. What kind of product is SER_021_ERP? Where was it created? a) In assignment block Items. Bill the service contract in the ERP back-end system. 119 . choose the link in column Product ID for product SER_021_ERP. a) SAP Menu → Logistics → Sales and Distribution → Sales → Order → Display. Some data parts are not ready for input because the original system is different. Press button Edit. All rights reserved.CR700 Lesson: Service Contracts 2. The product was created in the ERP system and transferred to CRM.

All rights reserved.Unit 3: Service Agreements and Service Contracts CR700 Lesson Summary You should now be able to: • Understand the main features and functions of CRM service contracts • Create a new type of service contract in Customizing • Create and test a new type of service contract • Understand contract determination 120 © 2009 SAP AG. 2009 .

CR700 Unit Summary Unit Summary You should now be able to: • Understand the purpose of service agreements • Create a service agreement and test agreement determination • Describe the options for Service Level Agreements. All rights reserved. • Understand the main features and functions of CRM service contracts • Create a new type of service contract in Customizing • Create and test a new type of service contract • Understand contract determination 2009 © 2009 SAP AG. 121 .

Unit Summary CR700 122 © 2009 SAP AG. All rights reserved. 2009 .

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..............124 Lesson: Service Plan Simulation ..........134 Exercise 8: Creating a Service Plan ......................... All rights reserved...........137 2009 © 2009 SAP AG.............Unit 4 Service Plans Unit Overview This unit gives a compact overview of service plan functionality in SAP CRM............... 123 .... including a service plan item Understand Service Plan Simulation Simulate a Service Plan Unit Contents Lesson: Service Plans ......................... you will be able to: • • • • Describe the functions and contents of service plans Create a service contract................. Unit Objectives After completing this unit...........

and to schedule resources.Unit 4: Service Plans CR700 Lesson: Service Plans Lesson Overview This lesson introduces basic features of CRM service plans. 124 © 2009 SAP AG. including a service plan item Business Example Your service organization would like to maintain technical objects repeatedly and it should only be described once. All rights reserved. ahead of time. to plan services in a better and more transparent way. 2009 . With service plans it is also possible to use time or counter-based interval strategies. like personnel or materials. such as regular maintenance. Also relevant master data and specific transaction settings are presented. more efficiently. Lesson Objectives After completing this lesson. you will be able to: • • Describe the functions and contents of service plans Create a service contract. Figure 53: Service Plans You can use a service plan to schedule and organize periodic services that occur repeatedly at certain intervals. Service plans help you to save costs resulting from unforeseen outages or breakdowns.

Merge the new service order with additional data (sub-items from a service order template. Update the service plan by calculating the next planned date. reference objects. or dates). The service plan creates release objects. Service orders are created from a service plan using actions (the Post Processing Framework). in the system with the help of scheduling. every year) Fixed Interval – terminated by confirmation Performance-dependent trigger – – Based on counter readings Fixed counter interval with date forecast • Complex trigger – Combination of the above. 125 . Figure 54: Two Options for Planned Services 2009 © 2009 SAP AG.CR700 Lesson: Service Plans Follow-up documents are generated using an action on sub-item level: • Temporal trigger – – • Based on time interval (for example. 2. such as service orders. All rights reserved. 3. which can take place on the basis of time intervals or counter readings Three steps are carried out by the system: 1. Create a service order by copying the service plan item (copy control).

126 © 2009 SAP AG. since it ends when the service contract runs out. This transaction type has the leading transaction category Service Plan (BUS2000245). you can create service plan items as subitems for a service contract item. All rights reserved. item category SPMP (Service Plan Item in Service Plan) is available for contract-independent service plans. According to the way your service contract is set up. SAP delivers the transaction type SRMP (SAP Service Plan) in standard Customizing. and are valid for the entire lifetime of the object. you enter one or more service plan items at item level in the service contract (left part of the figure above). If you want to create a service contract item with service plan items under it. and this type of service plan has a time limit. Contract-independent service plans primarily reference the object on which the services will be performed.Unit 4: Service Plans CR700 You can functionally enhance a service contract by adding a service plan. contract-independent service plans contain no data specific to the customer or sold-to party. A service plan created in this way differs from an independent service plan in that data can be entered for business partners and billing. For contract-independent service plans. This item category must be assigned to the item object type Service Plan Item CRM (BUS2000148) in Customizing. The service plan can be a separate business process which is independent of the service contract. 2009 . relevant services are proposed for selection for the reference object that you enter in the object list of the service contract item. This item category must be assigned to the item object type Service Plan Item CRM (BUS2000148) in Customizing. Unlike service plans that are bound to service contracts. such as interval values. and would like to define service plan items as subitems. To enable processing of planned dates and service plan data. To do so. In addition. You can use the product proposal to help you make your entries when creating the service plan items. In the case of the product proposal. The service plan appears in the service contract at item level as a separate item category. This way. and they are not related to the validity period of a service contract. you can use the product proposal in the service contract item. you can automate creation of the service plan items You first create a service contract item for a service plan. A service plan item is created automatically for each service that is selected. assign item category SPLA (Service Plan Item) to the item. or you can add service plan items directly to the service contract header without the contract item in between.

when there is an existing service contract. A service plan exists only. This feature enables the service plan to remain assigned to the object for its complete life cycle. All rights reserved. but can be linked to the object to be serviced. • 2009 © 2009 SAP AG. Service Contract. A service plan can be linked to a contract or stand alone • Scenario 1 shows the linkage of a service plan to the reference object.CR700 Lesson: Service Plans Figure 55: Life Cycle of an Object. The service plan exists independent of the location or assignment to a customer (service contract) Scenario 2 shows the situation where a service plan is linked to a service contract. and Service Plan The service plan no longer has to be linked to the contract. even if its owner changes. 127 .

Unit 4: Service Plans CR700 Figure 56: Service Interval Template Service interval templates are defined within SAP GUI (SAP Menu → Service → Maintain Service Interval Templates). A Service order template describes only the scope of planned services and not the actual execution (customer and time frame). A service plan product should to be assigned to the item category group Service Plan Product (SPLA). All rights reserved. 2009 . 128 © 2009 SAP AG. Figure 57: Service Intervals and Products Service plan products are maintained via the WebClient UI (Accounts & Products → Search/Create → Products/Product).

All rights reserved. Caution: The Interval Template field is hidden in the standard delivery. Figure 58: Scheduling Scenarios Scheduling. UI configuration is necessary in order to make this field available within the product application. 129 .CR700 Lesson: Service Plans A service plan product needs the set type SERVICEPLAN to allow the maintenance of a service interval template. in this context. is defined as: • A general rule about the frequency and the parameters of a planned service The following scheduling types are provided: • • • • Cyclic Once Alternating Fixed values 2009 © 2009 SAP AG.

2009 .because the date rule “Todays Date” is assigned by default to the date type “Planning Start Date” in Customizing.Unit 4: Service Plans CR700 All scheduling types can depend on all service plan types • • • Time Counter Both time and counter: – For example. Figure 59: Scheduling The system calculates the planned dates (that is. – 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? All service plan types can be combined with all scheduling types. by default. the dates on which a service should be performed) for the services defined in the service plan. 130 © 2009 SAP AG. All rights reserved. This is.000 km → 20% rebate on time and material → Mobility warranty for one year (breakdown service and so on). the current date when the service plan item is created . The “Planning Start Date” is calculated on the start of planning. “Mobility Service” for cars: → Inspection every 15.

CO integration can be achieved by using the service contract item or service contract header as a Controlling object. You can use the duration “Lead Time” to calculate the “Release Date”. allows interaction of the dates and actions of the individual service plan items to be monitored. As soon as the document is created. If a service order template has been assigned to the service interval template of the service plan product. Follow-up documents (such as service orders or quotations) are created before the planned date is reached. Pricing of the service order item and sub-items can be influenced by the service contract item.CR700 Lesson: Service Plans Planned dates can be determined for counter-based scheduling by means of a consumption prediction or a calculated consumption value. A Business Add-In for the Service Plan (CRM_SERVICEPLAN_BADI) is available. After the “Release Date” is exceeded. which can be used either manually or automatically. All rights reserved. The date on which a follow-up document is created is defined by the date type “Release Date”. the service order template items are copied in the service order item as sub-items. 131 . 2009 © 2009 SAP AG. and also allows the generation of follow-up documents. For time-based scheduling. the planned date is calculated using the service interval that was defined in the service plan. Figure 60: Creating a Service Order from a Service Plan Item A service plan item is a sub-item of the service contract item. an action is triggered and a follow-up document is created in the system. the service employee can process and confirm the document. The Post Processing Framework (PPF).

The planned dates in the service plan can then be recalculated. 2009 . The data from the service plan item is first copied to the item of the new business transaction during generation of the follow-up documents. You can assign a business transaction template to a service interval either within a service interval template. you can predefine a business transaction template in which the detailed services and their scope are entered. if all the scheduled actions comply with the start condition and. can be copied from the service contract. Additional data. and the service plan can be updated accordingly. generates the follow-up documents. 132 © 2009 SAP AG. All rights reserved. If more complex services are to be used on a planned date. or in the contract during maintenance of a service plan item.Unit 4: Service Plans CR700 A background job can be set up for automatic monitoring that checks. if necessary. such as price agreements. at regular intervals. such as a service order template.

133 .CR700 Lesson: Service Plans Lesson Summary You should now be able to: • Describe the functions and contents of service plans • Create a service contract. including a service plan item 2009 © 2009 SAP AG. All rights reserved.

and to calculate the workload for a predefined period.Unit 4: Service Plans CR700 Lesson: Service Plan Simulation Lesson Overview This lesson introduces the Service Plan Simulation options which are helpful for planning of resources like service technicians and service parts. or also for a long-term period (such as the entire lifecycle of a service plan). All rights reserved. you will be able to: • • Understand Service Plan Simulation Simulate a Service Plan Business Example Service Plan Simulation Figure 61: Service Plan and Forecast Simulation of service plans or service contracts provides you with a list of future service orders and enables you to determine the resources (service employees. Lesson Objectives After completing this lesson. 2009 . service parts) required for each service order. for example. simulate all 134 © 2009 SAP AG. Service plans can be simulated for a short-term period (such as the upcoming week or month). You can also.

or to compare current and planned service data. virtual service orders are created using existing service plans and their date rules.CR700 Lesson: Service Plan Simulation existing service plans. In addition. 2. 4. you can make a setting for all the service plans for the upcoming month to be simulated at the start of every month Process of Service Plan Simulation can be describes as follows: 1.) Transfer data to SAP NetWeaver BI Service plan simulation can be executed by choosing Service Contracts → Search → Service Plan Simulation. you can send the data forecast during the simulation to SAP NetWeaver BI to perform further. View a list of dates and services orders containing the desired information (resources. Enter parameters for forecast horizon Select all service contracts with service plan within this horizon The system creates virtual service orders to determine resources for search service event date. 2009 © 2009 SAP AG. or only the service plans of a certain customer for a defined period. dates etc. The virtual service orders cannot be stored in SAP CRM. you can fix a time for the start of the simulation. more detailed analyses. 135 . 3. All rights reserved. SAP supplies predefined queries for analyzing the simulated data in SAP NetWeaver BI. For example. such as information about the required resources and products. products. but they can be read and evaluated for business purposes without the data having to be transferred to SAP NetWeaver Business Intelligence (SAP NetWeaver BI) first for analysis. 5. During the simulation. These virtual service orders are displayed in the list together with additional information. If necessary.

SAP supplies predefined queries for analyzing the simulated data in BI. All rights reserved.Unit 4: Service Plans CR700 Figure 62: Forecasting: Process Steps in SAP CRM If necessary. 136 © 2009 SAP AG. you can send the data forecast during the simulation to BI to perform further. or to compare current and planned service data. more detailed analyses. 2009 .

for example.CR700 Lesson: Service Plan Simulation Exercise 8: Creating a Service Plan Exercise Objectives After completing this exercise. Which service plan type is used? Which scheduling type for service interval is used? How frequently will service orders be generated? Which service order template (transaction template) is assigned? Task 3: In the WebClient UI take a look at the service order template (transaction template) which was assigned to the service interval template. 4. In the WebClient UI find and open the service product SPL_SERVER. Which products are assigned to the service order template? Continued on next page 2009 © 2009 SAP AG. 2. 2. you will be able to: • Explain the concept of service plans • Create a service contract with a service plan item • Simulate a service plan Business Example Service plans help you to save costs incurred through unforeseen downtimes and increase efficiency. 1. such as employees or materials. through improved and more comprehensible planning and more efficient scheduling of resources. 1. Which item category group is assigned to the product? Which interval template is assigned to the service plan? Task 2: In SAP GUI examine the service interval template that was assigned to the service plan product. 3. 3. 137 . All rights reserved. Task 1: Examine a special service plan product that will later be used in a service contract (such as a service plan item). 1.

Is there a scheduled action available? Save your service contract. Check the details of the transaction type SRVT. Create a service contract of type Service Contract and enter the following data: Description: Sold–to Party: ##Service Plan ##Megastore Add product SER_022 with quantity 1 and – as a sub–item – the product SPL_SERVER. Select the scheduled action using the search criteria Application Key. All rights reserved. Task 5: Create a new service contract but this time with an additional service plan item. 5. Is an action scheduled for the service plan item? Release the service contract and check the scheduled actions again. Which item category was determined for the service plan product? Check the service plan data on item level. 3. 2. also with quantity 1.Unit 4: Service Plans CR700 Task 4: Where in customizing for transaction types can you define that a new transaction of that kind has the characteristic of a template? 1. Use the Action Monitor in SAP GUI to generate a follow–up service order. Have all the products from the transaction template been copied into the service order? Continued on next page 138 © 2009 SAP AG. In the WebClient UI go to the assignment block Transaction History of your service contract and check if a service order is displayed. You could alse enter Action Profile SERVICEPLAN or Action Definition CREATE_SERVICEORDER 8. Hint: Enter your contract number with preceeding and succeeding wildcard (“*”). 2009 . 6. 7. 4. 1.

Can you explain the outcome? 2009 © 2009 SAP AG. How many service orders do you expect to be simulated when selecting your service contract? Start the service plan simulation and simulate service orders for your service contract. 139 . 2. Simulation of Next 12 Months). 1. All rights reserved.CR700 Lesson: Service Plan Simulation Task 6: Perform a simulation of service plans. Use appropriate selection parameters (transaction type Service Process. 3.

SPL_SERVER. 2009 . 1. It is SPLA (Serv. In the WebClient UI find and open the service product SPL_SERVER. The Service Plan Type is Time–Based 2. Task 2: In SAP GUI examine the service interval template that was assigned to the service plan product. a) Choose Accounts & Products Choose Search → Services. All rights reserved. Interval template IDES_HT_1 is assigned. Which item category group is assigned to the product? a) Select the corresponding entry in the result list by clicking the link in column Service ID. Which interval template is assigned to the service plan? a) The Interval template can be found in assignment block Service Details. 2. Which scheduling type for service interval is used? a) The Scheduling Type is Cyclical Continued on next page 140 © 2009 SAP AG. The item category group can be found in assignment block Service Details. Plan Products).Unit 4: Service Plans CR700 Solution 8: Creating a Service Plan Task 1: Examine a special service plan product that will later be used in a service contract (such as a service plan item). Which service plan type is used? a) SAP GUI: SAP Menu → Service → Maintain Service Interval Templates. 1. Service ID: Choose Search. 3.

1. Two products are assigned to the service order template: service produckt SRV1_4 and service part R–1130. 4. How frequently will service orders be generated? a) Select the template line and double–click Service Interval in the dialog structure on the left. 200670 Continued on next page 2009 © 2009 SAP AG. Which products are assigned to the service order template? a) Choose Service Orders Choose Search → Service Order Templates Service Order Template ID: Choose Search. A service order will be generated every three months.CR700 Lesson: Service Plan Simulation 3. Select the corresponding item and click the link in column Service Order Template ID. All rights reserved. The products can be found in assignment block Items. 141 . Which service order template (transaction template) is assigned? a) Service Order Template (Transaction template) 200670 Task 3: In the WebClient UI take a look at the service order template (transaction template) which was assigned to the service interval template.

a) Check the details of the transaction type SRVT (SAP Serv. Ord. Find and select entry SRVT. SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types. All rights reserved. Task 5: Create a new service contract but this time with an additional service plan item. Templ). SAP Menu → Architecture and Technology → Configuration → Customizing Choose SAP Reference IMG. 1. In the General settings observe that the field Template Type is set to D (= Template for Transactions: CRM Online Without Document Flow). 2009 . Create a service contract of type Service Contract and enter the following data: Description: Sold–to Party: ##Service Plan ##Megastore Continued on next page 142 © 2009 SAP AG.Unit 4: Service Plans CR700 Task 4: Where in customizing for transaction types can you define that a new transaction of that kind has the characteristic of a template? 1. Check the details of the transaction type SRVT. Choose Details ( ).

also with quantity 1. Product ID: Quantity: Choose ENTER. 100 SPL_SERVER 1 SER_022 1 Which item category was determined for the service plan product? a) The item category can be found in assignment block Items. there is no action scheduled yet. Choose button Schedule New Actions. Higher–Lev. ) to navigate to the item details of the Choose the assignment block Service Plan Item Details. The item category is Service Plan Item (SPLA). Continued on next page 2009 © 2009 SAP AG. All rights reserved. Choose assignment block Interval Details. 143 . Item: Product: Quantity: 2. Is an action scheduled for the service plan item? a) If necessary use Personalization in order to display the assignment block Scheduled Actions. Choose Service Contract. Description: Sold–To party: ##Service Plan ##Megastore Choose the assignment block Items. 4.CR700 Lesson: Service Plan Simulation Add product SER_022 with quantity 1 and – as a sub–item – the product SPL_SERVER. 3. a) Choose Actions → Edit ( service plan item. Here you can find the scheduling type and service plan type. as well as the template. Here you can find the interval value and unit. No. Check the service plan data on item level. a) Choose Service Contracts Choose Create → Service Contract.

Unit 4: Service Plans CR700 5. You could alse enter Action Profile SERVICEPLAN or Action Definition CREATE_SERVICEORDER a) SAP Menu → Service → Action Monitor Application Key: ChooseExecute. Save your service contract. mark the line corresponding to your service plan item. All rights reserved. After a successful selection. 8. Hint: Enter your contract number with preceeding and succeeding wildcard (“*”). Choose Save. <* your contract number *> Continued on next page 144 © 2009 SAP AG. Choose Process. In the WebClient UI go to the assignment block Transaction History of your service contract and check if a service order is displayed. Is there a scheduled action available? a) Choose Back. Now a scheduled action Planned Service is available. Status: Release Again go to the item details of the service plan item. Release the service contract and check the scheduled actions again. a) 7. 6. 2009 . Choose Back. Use the Action Monitor in SAP GUI to generate a follow–up service order. Select the scheduled action using the search criteria Application Key.

1. How many service orders do you expect to be simulated when selecting your service contract? a) Since the flag Contract End Date is set to today + 12 month and the service interval template uses the interval every three months.CR700 Lesson: Service Plan Simulation Have all the products from the transaction template been copied into the service order? a) Display the service contract header details. Continued on next page 2009 © 2009 SAP AG. Yes. three service orders should be simulated. Have all the products from the transaction template been copied into the service order? Navigate to the service order. all items have been copied into the service order. 2. One service order was already created in the previous exercise. All rights reserved. Open the Assignment Block Transaction History. Start the service plan simulation and simulate service orders for your service contract. A service order has successfully been generated and is displayed. Task 6: Perform a simulation of service plans. 145 .

Target Transaction Type: Choose Simulate 3. a) Choose Service Contracts Choose Search → Service Plan Simulation. otherwise the simulation will not be possible. Can you explain the outcome? a) In the result list you should see three different Planned Dates. 2009 . Alternative: Choose your service contract and make sure that you are in display mode.Unit 4: Service Plans CR700 Use appropriate selection parameters (transaction type Service Process. Press button Simulation. The action you executed in one of the prior exercises already triggered the first service order. one for every service order (item). Via the item number navigate to the item details of the service plan product. Service Process 146 © 2009 SAP AG. For every position of the service plan you can find one item in the simulation. Transaction ID: Choose Search. Simulation Date To: Transaction Type: one year from today Service Process <your contract number> Choose Simulation. Select your contract and choose Simulation. In assignment block Overview you can already see the first created service order. All rights reserved. You can see this service order in assignment block Overview of the service contract item. Simulation of Next 12 Months).

All rights reserved.CR700 Lesson: Service Plan Simulation Lesson Summary You should now be able to: • Understand Service Plan Simulation • Simulate a Service Plan 2009 © 2009 SAP AG. 147 .

All rights reserved.Unit Summary CR700 Unit Summary You should now be able to: • Describe the functions and contents of service plans • Create a service contract. 2009 . including a service plan item • Understand Service Plan Simulation • Simulate a Service Plan 148 © 2009 SAP AG.

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..........233 Lesson: Amount Allocation ............................................................... All rights reserved.......... different SAP ERP integration aspects are explained... Unit Objectives After completing this unit............. Create billing documents for services that have been performed..... Unit Contents Lesson: Service Order ........201 Lesson: Service Confirmation .............. Possible follow-up functions are the dispatching of service technicians (resource planning)...........217 Exercise 11: Service Confirmation .184 Exercise 10: Resource Planning ............................... At the end of this unit......................151 Exercise 9: Service Order ................... Describe the options for controlling integration...... service confirmation processing as well as billing and controlling integration........................240 2009 © 2009 SAP AG..............173 Lesson: Resource Planning .......................... you will be able to: • • • • • • • • • • • • Understand the concept of CRM service orders Explain basic and advanced functions of CRM service orders Understand integration aspects of the CRM service order with SAP ERP Understand the Resource Planning Application Personalize the Resource Planning Application Create Assignments within the Resource Planning Application Understand the concept of CRM service confirmations Explain basic functions of CRM service confirmations Describe the integration aspects of CRM service confirmations with SAP ERP Create an amount allocation for services that have been performed......Unit 5 Service Order Management Unit Overview This unit introduces basic features of CRM service orders and follow-up and related functionality................................................... 149 .............

...........................Unit 5: Service Order Management CR700 Lesson: Service Billing ....................................258 Exercise 13: Optional Exercise: ERP Integration ........................................251 Lesson: Service Controlling Integration........... 2009 .................................. All rights reserved.........................246 Exercise 12: Billing ..265 150 © 2009 SAP AG..

Lesson Objectives After completing this lesson. Therefore you need to understand basic features of CRM service order processing. After introducing the basics in service order processing. 151 .CR700 Lesson: Service Order Lesson: Service Order Lesson Overview This lesson introduces the general features of service orders. you will be able to: • • • Understand the concept of CRM service orders Explain basic and advanced functions of CRM service orders Understand integration aspects of the CRM service order with SAP ERP Business Example Your company offers service to technical equipment sold to the customers. 2009 © 2009 SAP AG. All rights reserved. which allows to create different service documents. Service Order Basics Figure 63: Service Order in the WebClient UI The above figure shows a CRM service order in the CRM WebClient UI. is delivered with SAP standard customizing. some specific functions relevant in service order processing will be explained in more detail. A business role Service Professionial (SERVICEPRO).

the inheritance history is lost. Figure 64: Structure of a Service Order As with all other CRM documents. 2009 . a service order consists of header and item data. Based on the main reference object that you have entered in the service order. you can display a list of relevant products for the order items. Service transaction is a business transaction category of its own. If a reference object or categorization is changed at item level. The service process functions are controlled by a transaction type and item categories. All rights reserved. this reference object or categorization is also deleted at item level. 152 © 2009 SAP AG. CRM Web Channel (Internet Customer Self-Service) or using a mobile device. Inheritance of reference objects from header to item level takes place automatically. If a reference object or categorization is deleted at header level. This functionality is called Product Proposal. The multilevel categorization and the reference objects is inherited from the header level to the item level.Unit 5: Service Order Management CR700 Service orders can also be created via CRM Interaction Center WebClient UI. Each transaction type is assigned to a leading business transaction category.. A service order can be created with reference to a service agreement or service contract.

The amount allocation defined in the service order is not binding. 2009 © 2009 SAP AG. 153 . see Amount Allocation with SAP ERP Integration. and in the case of a free-of-charge repair. The service product item describes a service. You can specify an accounting indicator in a service order item to determine different prices for products. You can either bill for the resources planned in a service order. you need to create a billing request as a follow-up transaction to a service order and release the billing request. The item is used to document customer wishes (for example. Actions can be used for output determination and for escalation management.CR700 Lesson: Service Order In the service order pricing takes place using the SAP CRM pricing functions. You can also use the accounting indicator in a service order item to determine the settlement receiver of costs. You can change the default assignment of amounts to bill-to parties and controlling cost objects. Figure 65: Service Product Item Service processing is triggered by an item that contains a service product. you may want the quality management department to be the receiver. To trigger billing and the posting of costs and revenues according to your amount allocation settings. with reference to dates) and contains planning-relevant data. in the case that a service is covered by a warranty. based on absolute or percentage discounts and surcharges for services performed under warranty. For more information. Caution: CRM service orders are not replicated/converted into ERP service orders. or for the resources actually used and recorded in a service confirmation. you may want the sales department to be the receiver instead of the executing cost center. All rights reserved. For example.

All rights reserved. which logistics scenario you would like to use: • SAP Customizing Implementation Guide → Integration with Other mySAP. 2009 . dates. The technicians stock is represented by a • • • Storage Location in SAP ERP Technician consignment stock in SAP ERP Customer consignment stock in SAP ERP In SAP ERP you define. • SAP Customizing Implementation Guide → Integration with Other mySAP. Figure 66: Service Part Item Products of type Material can be loaded from SAP ERP to SAP CRM. the estimated duration.Unit 5: Service Order Management CR700 Planning-relevant data includes the service group that is responsible for the performance of a service. The setup of products of type Service in CRM is documented in CRM customizing: • SAP Implementation Guide → Customer Relationship Management → Master Data → Products → Special Settings for Service Processes → Define Service Products. It is possible to create purchasing documents for CRM Service spare part items. 154 © 2009 SAP AG. the Relevant for resource planning indicator.com Components → Customer Relationship Management → Settings for Service Processing → Logistics Integration → Set Purchasing Document Types for CRM Logistics Integration. quantity and. the number of persons necessary for the execution of a service.com Components → Customer Relationship Management → Settings for Service Processing → Logistics Integration → Create and Change Logistics Scenario for Material Withdrawal. if required.

Goods Issue) are possible follow-up steps. Logistics Execution processes (Delivery. the system updates the CRM service order status and transaction history (document flow).CR700 Lesson: Service Order Figure 67: Sales Product Item A sales product item within a service order triggers the CRM Middleware to transfer / create a sales order (item) in ERP. The goods issue deletes the delivery demand and updates the CRM document. All rights reserved. When creating a delivery. Transfer Order. 2009 © 2009 SAP AG. 155 . The billing document can be created based on the service process data or the delivery data (based on sales item quantity or delivered quantity). Figure 68: Expense Item You are able to enter any expenses incurred during your service activities.

lifting platform Material tool: A tool that is only managed quantitatively and which cannot be identified uniquely. Individual tools are tools that are valuable or difficult to procure. if certain types of work can only be carried out using a specific lifting platform. You enter individual tools as objects in SAP CRM. For example. You can enter the number or the duration of use. You enter material tools as CRM Material products in SAP CRM. All rights reserved. Tools are divided into the following tool categories: • Individual tool: A tool that can be uniquely identified by a serial number or an ID. 2009 . You use material tools if it does not matter which particular tool is used. you enter this tool as an individual tool. screwdriver • It is recommended to create a specific product category for Tools. measuring device. Examples: Hammer. 156 © 2009 SAP AG.Unit 5: Service Order Management CR700 Figure 69: Tool Item You can enter tools for service orders and service confirmations in order to bill them to your customers and to determine and allocate internal costs. which means it can be identified. Examples: Hangar.

as a follow-up transaction 2009 © 2009 SAP AG. 157 . You can create hierarchies of templates by referencing a template from within another template. Depending on your Customizing settings. as a follow-up transaction Create a service order template on the basis of a service order.CR700 Lesson: Service Order Figure 70: Service Order Templates You use service order templates to define reusable sets of service-related data that minimize the amount of time required to create a service transaction. A service order template describes only the scope of planned services and not the actual execution (customer and time frame). Service Order Templates basically have the same characteristics as Service Orders. you can: • • Create a service order on the basis of the service order template. All rights reserved.

158 © 2009 SAP AG. When values from sub-items are cumulated. The condition 0KUM is available for the culmination of pricing data. • Account Assignment: The system posts costs automatically to the account assignment object of the higher-level item. 2009 . these quantities are not cumulated right up to the top level. the condition type must be entered in the calculation procedure and the calculation procedure must be assigned to the sales organization. if for example. A BAdI is provided to enable customers to define specific rules regarding the culmination of values. you assign unplanned confirmation items to a planned confirmation item. an additional tab Item Hierarchy displays where the item hierarchy is represented graphically. If these items themselves have sub-items with quantities.Unit 5: Service Order Management CR700 Figure 71: Item Hierarchy When you create a service order. • • You are able to define how the durations and quantities are to be cumulated using the BadI CRM_SERVICE_I_HIER_CUM. This is also true. The standard delivery of SAP CRM includes the implementation CRM_SERVICE_I_CUM. All rights reserved. you link the individual items to form a hierarchy by entering the number of the superior item in the field Higher-Level Item. For this. As soon as you have maintained an higher-level item. 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. This implementation defines that only the sub-item quantities of the very next level are cumulated.

sales. sales order. text determination procedure. sales. would be more likely to have 'sales' as a leading business transaction category than 'business activity'.CR700 Lesson: Service Order Figure 72: Business Transaction Category: Header Transaction types are defined in Customizing. 159 . organizational data profile). The business transaction category specifies the business context in which a transaction type can be used (for example. A sales transaction with business activity data. A transaction type is assigned to one or more business transaction categories (such as. A transaction type defines the attributes and characteristics of a business transaction (for example. All rights reserved. service request. for example. status profile. activity). visit) and the controlling attributes (for example. This category is simply a preference and is not related hierarchically to the other business transaction categories. One business transaction category is the leading business transaction category. activity). A transaction type controls how a specific business transaction is processed. Choose SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types 2009 © 2009 SAP AG. partner determination procedure. service.

2009 . Reference Objects and Product Proposal 160 © 2009 SAP AG. and therefore controls how the item is processed. All rights reserved. An item category specifies the properties and attributes of a business transaction item.Unit 5: Service Order Management CR700 Figure 73: Business Transaction Category: Item Item Categories are defined in Customizing. Choose SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Categories Additional Service Order Functions Figure 74: Categories.

161 . • Standard relationship types “Services” and “Service Parts” are provided within product maintenance. Service Parts .CR700 Lesson: Service Order Multi-Level Categorization: • • Codes. catalogs and subject profiles have be maintained in Customizing (Basic Functions) Categories have to be maintained using the WebClient UI application Service Operations → Create → Categorization Schema The usage of product proposals require that product relationships have been maintained. All rights reserved.ERP”. Reference Objects and Product Proposals in the application This slide shows a CRM service order in the WebClient UI and refers to the basic functions mentioned before.0 it is also possible to use a relationship type “Service Parts . As of SAP CRM 7.ERP represent Bill of Material Information from SAP ERP. 2009 © 2009 SAP AG. Figure 75: Categories.

Figure 77: Counter Integration in Service Orders 162 © 2009 SAP AG. 2009 .Unit 5: Service Order Management CR700 Figure 76: Multi-Level Categorization Customizing of Subject Profiles • SAP Implementation Guide → Customer Relationship Management → Basic Functions → Catalogs. it is necessary to map categories to codes.g. Maintain categories and assign codes from Subject Profile. All rights reserved. service orders. complaints). Codes and Profiles → Define Subject Profiles. When using multi-level categorization within CRM orders (e. Assign Subject Profile to Transaction Type and/or Item Category • Choose the Service Process details.

service parts. 2009 © 2009 SAP AG. All rights reserved.000 miles) Scheduling service plans (for example. 163 . and sales products that have been replicated from SAP ERP. recording the mileage during the technical inspection of a car) Claiming services (for example. • • • Figure 78: Planned Costs in Service Orders You can use this integration function to retrieve planned costs from SAP ERP for services. a car warranty is only valid for the first 30. household gas or electricity readings) Assessing warranty claims based on consumption (for example. tools.0. Hint: This function is supported as of SAP enhancement package 4 for SAP ERP 6. recording the number of times that a customer was in contact with your consultancy team during an implementation project) Recording energy consumption (for example. the next scheduled maintenance work should be scheduled after 1000 operating hours).CR700 Lesson: Service Order Possible counter reading scenarios include: • • Recording service histories (for example.

2009 .Unit 5: Service Order Management CR700 Cost elements from SAP ERP are shown in the Price Details assignment block. you need to configure the UI component CRMCMP_PRC to include the relevant fields.Overview 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. Costs are displayed in SAP CRM in the business transaction currency. you can trigger repricing from the edit view of the Price Details assignment block to show the new costs. Determinations and Checks Figure 79: Determinations and Checks . If you want to display costs and a margin in the Price Totals assignment block. All rights reserved. Warranty Check • Warranty data is displayed in the service order header or service order item details. on header and item level of a business transaction. No currency conversion takes place for costs. 164 © 2009 SAP AG. You can also set up pricing in SAP CRM to calculate margins. based on the planned costs from SAP ERP. If costs change in SAP ERP.

2009 © 2009 SAP AG. 165 . Qualification requirements can be assigned to the following: • • • • • • Sold-to Party Ship-to Party / Service Recipient Installed Base Header Installed Base Component Service Product Objects. 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 • Figure 80: Qualification Requirement Determination Service orders and service order items can contain qualification requirements Qualification requirements are inherited by the service order items from the service order header. They can also be changed manually by the user. If a Credit Check is active. and by sub-items from superior items.CR700 Lesson: 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. All rights reserved.

and contract items). All rights reserved. that is main item and subitems. based on the quotation status. the default package components. depending on how the product package is configured: Choose between alternative package components within one group Select or deselect optional package components. To accept the whole quotation (or only parts of it). follow-up transactions are generated automatically. These combinations of product are modeled as product packages in your master data. • Package Quotations Figure 81: Package Quotation You can use package quotations to sell packaged solutions to your customers by creating a quotation for combinations of different types of product (tangible products. are displayed automatically. You can do the following. services. you set the status at header level to Released. SAP Implementation Guide → Customer Relationship Management → Workforce Deployment → General Settings for Service Resource Planning → Qualifications → Define Parameters for Qualification Requirements for Item Category. You can display the items in a hierarchy view. Once a quotation has been released and saved. If the 166 © 2009 SAP AG. 2009 . When packages are entered as items in a quotation.Unit 5: Service Order Management CR700 Qualification Requirement determination is activated/controlled in Customizing: • SAP Implementation Guide → Customer Relationship Management → Workforce Deployment → General Settings for Service Resource Planning → Qualifications → Define Parameters for Qualification Requirements in Transaction.

BUS2000140 CRM Service Product Item and BUS2000146 CRM Service Material Item contain flag Package Explosion. the status of the item is set to Completed. Once this has happened. Quotation is copied to subsequent document). by releasing the main item. • 2009 © 2009 SAP AG. Once an item has been copied into a follow-up transaction. Every item category that is used in the package quotation (item category determination!) needs the setting Initially a Quotation. Copying Control for Item Categories and Define Item Category Determination when Copying has been maintained properly.CR700 Lesson: Service Order statuses at item level have not already been set to Released. All rights reserved. follow-up transactions are created for the mandatory subitems. Customizing prerequisites • • The relevant transaction type contains the flag Package Explosion Item categories of types BUS2000131 CRM Sales Item. it is not possible to create a package quotation in the CRM Web Client UI using Service Orders → Create → Service Order Quotation • An action profile similar to SERVICE_QUOTATION_PROD_PKG has been assigned to the transaction type. • Copying Control for Transaction Types. Caution: Without this prerequisite. packages themselves have to be accepted as a whole. 167 . a processing parameter has to be set accordingly (target transaction types). changing the status at header level to Released automatically changes the item statuses to Released. Caution: In the details of each action definition. and the status of the package subitems is set to Released. Although package quotations can be partially accepted.

Products can have special prices when offered within a package. and service orders). Using product packages provides the following benefits: Different products can be combined based on specified rules. 2009 . a number of specific relationship types have to be assigned to relevant product categories. A package has a superordinate product that bundles the package components. Products can be offered as whole. Product packages are used to combine different products into a package that is designed to meet certain customer requirements. and is typically composed of various relationships at different hierarchy levels. 168 © 2009 SAP AG. For the creation of product packages. contracts. Packages can contain optional components as well as alternative components. sales orders. but processed in different follow-up transactions (for example.Unit 5: Service Order Management CR700 Figure 82: Product Packages A product package is a combination of different products that are sold as a whole. The package items can be tangible products. or contract items. services. The online help (CRM → Master Data → Product Packages contains detailed information how to set this up. All rights reserved.

All rights reserved. Figure 84: Service Product Item .CR700 Lesson: Service Order ERP Integration of Service Orders Figure 83: ERP Integration of CRM Service Orders The figure above gives an overview of integration aspects of CRM service orders with SAP ERP.ERP Integration 2009 © 2009 SAP AG. 169 .

com Components → Customer Relationship Management → Settings for Service Processing → Controlling Integration ERP: SAP Customizing Implementation Guide → Integration with Other mySAP.ERP Integration 170 © 2009 SAP AG. All rights reserved.Unit 5: Service Order Management CR700 Controlling integration is set up both in CRM and in ERP Customizing: • CRM: SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Service Transactions → Integration → Set Up Time Sheet and Controlling Integration CRM: SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Service Transactions → Integration → Replicate Service Characteristics Relevant to Controlling CRM: Customer Relationship Management → Master Data → Organizational Management → Cross-System Assignment of Organizational Units → Assign Cost Centers to Service Organizational Units ERP: SAP Customizing Implementation Guide → Integration with Other mySAP. 2009 .com Components → Customer Relationship Management → Settings for Service Processing → Time Sheet Integration → Define Derivation of Attendance Type. • • • • Planning of Activity Types is done in SAP ERP using SAP Menu Accounting → Controlling → Cost Center Accounting → Planning → Activity Output/Prices → Change or via transaction code KP26. Figure 85: Service Part Item . Activity Type and Cost Element.

CR700 Lesson: Service Order Logistics integration is set up both in CRM and in ERP Customizing: • CRM: SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Service Transactions → Integration → Logistics Integration → Define Logistics Scenario for the Procurement of Materials and Services CRM: SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Service Transactions → Integration → Logistics Integration → Assign Plant and Storage Location to Service Organizational Units CRM: SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Service Transactions → Integration → Logistics Integration → Business Add-Ins for Logistics Integration ERP: SAP Customizing Implementation Guide → Integration with Other mySAP. same number as in CRM).ERP Integration Customizing prerequisites for the successful transfer of CRM service order sales items to ERP are: • • • • ID of CRM transaction type equals ID of ERP sales document type ID of CRM item category equals ID of ERP item category Item category both in CRM and ERP are set up equally. • • • Figure 86: Sales Product Item .com Components → Customer Relationship Management → Settings for Service Processing → Logistics Integration → Set Purchasing Document Types for CRM Logistics Integration. 2009 © 2009 SAP AG. 171 . All rights reserved. Number assignment is harmonized (external number assignment in ERP.

ERP Integration You can assign appropriate Cost Elements in ERP Customizing: • SAP Customizing Implementation Guide → Integration with Other mySAP. All rights reserved. Activity Type and Cost Element. 172 © 2009 SAP AG.Unit 5: Service Order Management CR700 Figure 87: Expense Item . 2009 .com Components → Customer Relationship Management → Settings for Service Processing → Time Sheet Integration → Define Derivation of Attendance Type.

CR700 Lesson: Service Order Exercise 9: Service Order Exercise Objectives After completing this exercise. All rights reserved. Maintain the following entries in item category determination: Continued on next page 2009 © 2009 SAP AG. After completing the necessary customizing steps. You would like to be able to enter standard service items (item category group Service item [SRVO]). maintain item category determination for the newly created transaction type. For training purposes you use a specific item category ZSRP for service items as well as standard entry SRVM for service part items. Task 1: Create a new transaction type for service orders and adapt it so that it meets your requirements. standard service part items (item category group Service Material [SRVM]) and standard service part items as sub–items to service items. For training purposes you choose to copy ZSE1. test you new transaction type. Create a new transaction type ZS## for Service Orders. 173 . ZS## ## Service Order Description (short): ##Service Order Since you would like to enter different kinds of products. 1. Transaction Type: Description (long): 2. Copy the existing entry ZSE1 (description Service Process) and enter the following data: Hint: The standard transaction type for service orders is SRVO. you will be able to: • Create a new transaction type for service orders • Maintain item category determination • Create and process a service order Business Example You make yourself familiar with service order management functions and create you own transaction type for service orders. You would like to use service and service part items only in your service order and create corresponding item category determination entries.

Hint: SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Service Transactions → Integration → Replicate Service Characteristics Relevant to Controlling Task 2: Test your settings and create a Service Order of type ## Service Order (ZS##) in the CRM WebClient UI. a) What are the short descriptions of both item categories? b) What are the item object types of those item categories? c) What is the billing relevance of both item categories? d) Which item category is resource planning relevant? e) Which item category is confirmation relevant? 4. it is necessary to replicate service characteristics (Transaction Types) relevant to ERP controlling. 1. Otherwise controlling integration is not working properly in the system. Since you created a new transaction type in CRM. Enter the following data: Continued on next page 174 © 2009 SAP AG. All rights reserved.Unit 5: Service Order Management CR700 Please be aware that a fourth – training specific – entry was added to the following table! Transaction Type ZS## ZS## ZS## ZS## Item Category Group Service item Service Material Service Material Standard item ZSRP Item Category Usage Main Item Category Item Category ZSRP SRVM SRVM SRVM 3. Analyze the item categories ZSRP and SRVM that will be used within your service orders. 2009 .

2. Hint: You have to switch from Show All Items to Service Items and Service Part Items in order to see more item specific details. assign any of them to the service order items. _________________ 2009 © 2009 SAP AG. Check for resource planning . Also use personalization options! 3.and confirmation relevance of the line items. 4. save the service order. All rights reserved. 175 .g. How can you integrate service order templates (e. 5.CR700 Lesson: Service Order Description: Sold–to Party: Product (Service): Quantity: Product (Service Part): Quantity: Product (Service Part): Quantity: ##First Service Order ##Megastore SRV1_4 2 AU R-1130 1 PC R-1140 1 PC If service contract items are determined. 6. note the number and create a Saved Search for it. predefined repair steps and necessary service parts) into service order creation? Who is the responsible service technician group for the service item? Can you add tool items to the service order? Why or why not? Release all items.

Copy the existing entry ZSE1 (description Service Process) and enter the following data: Hint: The standard transaction type for service orders is SRVO. After completing the necessary customizing steps. Confirm the pop–up and save the data.Unit 5: Service Order Management CR700 Solution 9: Service Order Task 1: Create a new transaction type for service orders and adapt it so that it meets your requirements. Continued on next page 176 © 2009 SAP AG. All rights reserved. Transaction Type: Description (long): a) SAP GUI: SAP Menu → Architecture and Technology → Configuration → Customizing Choose SAP Reference IMG. 1. test you new transaction type. For training purposes you choose to copy ZSE1. Create a new transaction type ZS## for Service Orders. Transaction Type: Description (short): Description (long): ZS## ## Service Order ## Service Order Choose ENTER to start the copy process. SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types Choose the button Position. mark the entry and choose Copy As. Transaction Type: ZSE1 ZS## ## Service Order Description (short): ##Service Order Choose ENTER. 2009 .

maintain item category determination for the newly created transaction type. All rights reserved. Maintain the following entries in item category determination: Please be aware that a fourth – training specific – entry was added to the following table! Transaction Type ZS## ZS## ZS## ZS## Item Category Group Service item Service Material Service Material Standard item ZSRP Item Category Usage Main Item Category Item Category ZSRP SRVM SRVM SRVM a) SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination Choose the button New Entries and enter the data given in the exercise table one by one. Analyze the item categories ZSRP and SRVM that will be used within your service orders. a) What are the short descriptions of both item categories? b) What are the item object types of those item categories? c) What is the billing relevance of both item categories? d) Which item category is resource planning relevant? e) Which item category is confirmation relevant? a) What are the short descriptions of both item categories? Continued on next page 2009 © 2009 SAP AG. 177 . 3. standard service part items (item category group Service Material [SRVM]) and standard service part items as sub–items to service items. Since you would like to enter different kinds of products.CR700 Lesson: Service Order 2. For training purposes you use a specific item category ZSRP for service items as well as standard entry SRVM for service part items. You would like to be able to enter standard service items (item category group Service item [SRVO]).

Choose Service Process. All rights reserved. res. Item Object Type (SRVM): c) CRM Service Material Item.plan Repeat the steps for item category SRVM. What is the billing relevance of both item categories? In the structure tree on the left double-click Assignment of Business Transaction Categories. Description (short): b) Service Mat.Unit 5: Service Order Management CR700 SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Categories Choose Position. 2009 . Item What are the item object types of those item categories? Item Object Type (ZSRP): CRM Service Product Item Repeat the steps above for item category SRVM. Description (short): Service w. Choose Sales. d) Which item category is resource planning relevant? In the structure tree on the left double-click Assignment of Business Transaction Categories. Both item categories are Not Relevant for Billing. Item Category: ZSRP Mark the entry and choose Details. In the structure tree on the left double-click Customizing Item. In the structure tree on the left double-click Customizing Item. Continued on next page 178 © 2009 SAP AG.

Hint: SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Service Transactions → Integration → Replicate Service Characteristics Relevant to Controlling a) Choose the IMG menu path mentioned above. Enter the following data: Description: Sold–to Party: Product (Service): Quantity: Product (Service Part): Quantity: Product (Service Part): Quantity: ##First Service Order ##Megastore SRV1_4 2 AU R-1130 1 PC R-1140 1 PC Continued on next page 2009 © 2009 SAP AG. All rights reserved. Mark Transaction Types and choose Execute. item category SRVM does not offer this flag! e) 4. Otherwise controlling integration is not working properly in the system. Task 2: Test your settings and create a Service Order of type ## Service Order (ZS##) in the CRM WebClient UI.CR700 Lesson: Service Order Only item category ZSRP is relevant for resource planning. 1. Due to the Item Object Type CRM Service Material Item. 179 . Which item category is confirmation relevant? Both item categories are marked as confirmation relevant! Since you created a new transaction type in CRM. it is necessary to replicate service characteristics (Transaction Types) relevant to ERP controlling.

Unit 5: Service Order Management CR700 If service contract items are determined. In the Assignment Block Items create the following entries. Description: Sold–to Party: Choose ENTER. Product ID: Quantity: Product ID: Quantity: Product ID: Quantity: SRV1_4 2 (AU) R-1130 1 (PC) R-1140 1 (PC) ##First Service Order ##Megastore If a service contract is determined. Choose Peter ##Finger as contact person. Continued on next page 180 © 2009 SAP AG. Choose ## Service Order. Choose Create → Service Order. a) Log on to the CRM WebClient UI and choose Business Role Service Professional. assign any of them to the service order items. 2009 . your service order ZS## properly determines item categories! In the CRM WebClient UI only the descriptions (text) are displayed. Choose Service Orders. Hint: Due to your item category determination settings and the products entered (source of the item category group!). All rights reserved. assign the service order items to it.

CR700 Lesson: Service Order 2. predefined repair steps and necessary service parts) into service order creation? a) In the Assignment Block Items choose the button Copy from Template. Choose the Personalization icon within the assignment block Items. Choose Show Service Items. Choose Show Service Part Items. How can you integrate service order templates (e. Hint: You have to switch from Show All Items to Service Items and Service Part Items in order to see more item specific details. 4. All rights reserved. Service Technician Group: Service US1 (Org Unit ID 50004983) Continued on next page 2009 © 2009 SAP AG. This button is available when you are in Edit mode. Also use personalization options! a) Check for resource planning – and confirmation relevance of the line items. Choose the Personalization icon within the assignment block Items. Make the field Confirmation Relevant available in the list view. Make the fields Resource Planning Relevant and Confirmation Relevant available in the list view.g. Use Personalization Options and also display the assignment block Parties Involved. This service item is both resource planning and confirmation relevant. This service item is confirmation relevant only. 3. Who is the responsible service technician group for the service item? a) Choose Show All Items or Show Service Items. Navigate to the Item Details by choosing Action → Edit. 181 . Check for resource planning .and confirmation relevance of the line items.

Note the number or copy it into the clipboard. Can you add tool items to the service order? Why or why not? a) As long as item category determination is not maintained (tools use standard item category and – group SRVT). Choose Search → Service Orders. 6. In the navigation bar choose Service Orders. Hint: An indicator for not being able to add tool. Release all items. tool items can not be added to your newly created transaction type. note the number and create a Saved Search for it. All rights reserved.Unit 5: Service Order Management CR700 5. expense or sales items in your service order is the content of the drop-down list box Show in the assignment block Items. Choose Save. Service Order ID: <Your order ID> Save Search As: Choose Save. save the service order. Choose Status → Released . 2009 . _________________ a) Navigate to the Service Order Details. ##FirstOrder 182 © 2009 SAP AG.

All rights reserved. 183 .CR700 Lesson: Service Order Lesson Summary You should now be able to: • Understand the concept of CRM service orders • Explain basic and advanced functions of CRM service orders • Understand integration aspects of the CRM service order with SAP ERP 2009 © 2009 SAP AG.

2009 . All rights reserved. Therefore you take a look into the standard Resource Planning Application functionality of SAP CRM. you will be able to: • • • Understand the Resource Planning Application Personalize the Resource Planning Application Create Assignments within the Resource Planning Application Business Example You would like to optimize the processing of assignment (assign service order items to your service personnel and vice versa). and improve resource utilization.Unit 5: Service Order Management CR700 Lesson: Resource Planning Lesson Overview This lesson introduces the Resource Planning Application which can be used to dispatch service order based demands to service technicians (resources). Lesson Objectives After completing this lesson. respond to critical situations. using a number of resources. In IMG activity SAP Customizing Implementation Guide → Customer Relationship Management → Workforce Deployment → Service Resource Planning → Basic Settings → Specify Demand Types for Resource Planning you define which type of demand is used. Figure 88: Resource Planning You use service resource planning to execute either service order-based or project-based scheduling. You can use service resource planning to comply with determined SLA dates. Companies can use service resource planning to schedule and monitor services requested by a customer. 184 © 2009 SAP AG.

Figure 89: Resource Planning Application Resource planning functions are part of the standard Business Role of a Service Professional (SERVICEPRO). Users in the role of a service resource planner schedule and dispatch order-based demands. ability to find the most suitable resource for a selected demand. 2009 © 2009 SAP AG. so that the time data is available for resource planning. 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. Functions include support of flexible resource and demand searches.CR700 Lesson: Resource Planning Data about service employee availability and assignments is stored in the Workforce Management Core (WFM Core). 185 . In addition. All rights reserved.

e. Defaults – – – – – Default Resource Search Default Demand Search Default Resource View Default Scheduling Strategy together with Demand Status.Settings The resource planning application can be personalized by the user. 2009 . Gantt Settings Horizon: How far in the future can the resource planner scroll in Gantt-View? – Smart Assignments: Use of default duration when creating assignments directly in Gantt Chart. • Resource View – Gantt Chart – Weekly View View Mode: assigned / available.Unit 5: Service Order Management CR700 Figure 90: Resource Planning Application . remaining. All rights reserved. – • • • 186 © 2009 SAP AG. Customer. not staffed Default Assignment Appearance.g.

CR700 Lesson: Resource Planning Figure 91: Resources Resources can directly be created via CRM WebClient UI (Employee or Service Providers). All rights reserved. Service Area: You use this to define the resources service area. Qualification: The employees qualifications and the proficiency level for each qualification. the system updates resource planning with the information for the relevant employee. If you are integrated with SAP ERP HCM. When you add service arrangements using the user interface. and qualifications of the employee is stored in SAP ERP HCM. Location: Address of the individual employee or of the organization to which the employee belongs to. Example: ZIP Code Job Function: Defines where the resource can be scheduled. If not. The Service Arrangement Assignment Block contains most important resource planning relevant information: • Availability: The days and times when the employee can be scheduled to meet a demand. all information about the hiring. • • • • 2009 © 2009 SAP AG. Resources can be assigned to both a first-line area of service (Primary Service Area) and a secondary area of service (Alternative Service Area). basic availability. 187 . Job functions might have further granularity based on a level. and accessed using service resource planning. the information about availability and qualifications is stored in employee maintenance. The availability times can be entered manually or via a predefined template. A service area is a smaller grouping of locations beyond the organizational structure identified as being available for resources to service.

when you create or change assignments.Unit 5: Service Order Management CR700 You can define overtime limit profiles and capacity limit profiles for employees. The system performs assignment checks for overtime limits or capacity limits. you might see warning messages or error messages that specify the error condition. Depending on the assignment checks. To configure resource specific settings choose in customizing SAP Customizing Implementation Guide → Customer Relationship Management → Workforce Deployment → WFD Server → Business Settings for WFD Server → Resource Settings Figure 92: Service Arrangement Availability Templates: • SAP Implementation Guide → Customer Relationship Management → Workforce Deployment → WFD Server → Business Settings for WFD Server → Resource Settings → Define Availability Templates. Service Area • SAP Implementation Guide → Customer Relationship Management → Workforce Deployment → WFD Server → Business Settings for WFD Server → Resource Settings → Define Service Areas. 2009 . Qualification 188 © 2009 SAP AG. All rights reserved. Job Function • SAP Implementation Guide → Customer Relationship Management → Workforce Deployment → WFD Server → Business Settings for WFD Server → Resource Settings → Define Job Functions and Levels.

Demand. You can choose from a series of data display options for each days cell data. 189 . time allocations and overall availability within the selected period. • You can adapt and enhance the data in the columns and cells that are displayed in the weekly view. at Workforce Deployment → Service Resource Planning → Basic Settings → Business Add-Ins (BAdIs) → Business Add-In: Resource List Display Gantt View: • The view provides a graphic representation of resources and their assignments. All rights reserved. 2009 © 2009 SAP AG. Cell content data types are Assigned / available. remaining. Customer (name).CR700 Lesson: Resource Planning Figure 93: Resource Overviews Weekly View: • A resource list where each day of the week is a column with a row for each resource. You do this in Customizing for Customer Relationship Management. Location.

Based upon the selection criteria specified. The match is represented by a corresponding percentage in the resource result list. it ranks them in the resource list. • • 190 © 2009 SAP AG. Saved Searches: You can save search queries for the resource search. you can set up the system so that it automatically searches for the team for which you are responsible. 2009 . Once the system has determined resources. The demand window is derived from the earliest start date and the latest end date of the possible date types that are valid for this demand.Unit 5: Service Order Management CR700 Figure 94: Resource Searches There are different options to do a resource search: • Manual Search: The search function allows you to locate resources using a combination of one or more selection criteria. In Settings. you can store a default search query for the resource search. and access them again using Saved Searches in the Resources assignment block. you use the resource planning application to determine the resources that are most suitable for the demand. All rights reserved. Each of these selection criteria could contain one or more values. Propose Resource functionality: Once you have performed a demand search. using find and rank processing. when you access the resource planning application. The system uses the demand window and the estimated duration of the demand item to identify potential matches with resource availability. a list of resources fulfilling all the required selection criteria is generated and displayed in the resource list. For example. The proficiency of the qualification (Proficiency dropdown list in the resource search) must be between the minimum and maximum proficiency of the qualification requirement.

CR700 Lesson: Resource Planning Figure 95: Service Order Demands Service order items can provide demands for the resource planning application (RPA). you must ensure the following: The item object type must be Service Transaction Item (BUS2000140). in Customizing for the transaction item category. All rights reserved. In terms of service transaction items. The transaction item must be flagged as relevant for resource planning. The following information explains how you can integrate the planning of service order items in the RPA. 2009 © 2009 SAP AG. The transaction item must be released. 191 . You can set this flag as a default value.

BUILTIN DISPATCHER – SAP Implementation Guide → Customer Relationship Management → Workforce Deployment → WFD Server → Dispatcher Settings → Switch between liveCache and Built-In Dispatcher. Define a Dispatcher.g. All rights reserved. e. Service Order Demand (optionally: Project Role Demand) SAP Implementation Guide → Customer Relationship Management → Workforce Deployment → Service Resource Planning → Basic Settings → Specify Demand Types for Resource Planning. You can define which date types are relevant for the service order items in the resource planning application.g. e.Unit 5: Service Order Management CR700 Prerequisites in Customizing: • Define Demand types. In Customizing choose SAP Customizing Implementation Guide → Customer Relationship Management → Workforce Deployment → Service Resource Planning → Service Order Based Demands → Define Date Types. e. Define a Scheduling Engine. 2009 . – – • • • Figure 96: Demand Searches 192 © 2009 SAP AG.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 → Business Add-Ins (BAdIs) → Select Scheduling Engine.

a list of demands fulfilling all the required selection criteria is generated and displayed in the demand list. you can set up the system so that it automatically searches for demands for which your team is responsible. The demand window is derived from the earliest start date and the latest end date of the possible date types that are valid for this demand. For example. • • Figure 97: Assignments An assignment is a relationship between a demand and a resource that results in measurable work. The match is represented by a corresponding percentage in the demand result list. and chosen Propose Demands. Depending on the personalized (default) settings either the List or the Form View is called. Propose Demand functionality: You have selected a resource in the resource view. you can store a default search query for the demand search. when you access the resource planning application. Saved Searches: You can save search queries for the demand search. All rights reserved. Based upon the selection criteria specified. When selecting a hyperlink in the list of the resources the corresponding assignments will be displayed. 2009 © 2009 SAP AG.CR700 Lesson: Resource Planning There are different options to do a demand search: • Manual Search: The search function allows you to locate demands using a combination of one or more selection criteria. 193 . In Settings. and access them again using Saved Searches. The system uses the demand window and the estimated duration of the demand item to identify potential matches with resource availability. Each of these selection criteria could contain one or more values.

you can use the function Resolve Assignment Conflicts in the Resources assignment block. the affected assignments are automatically deleted. You can use a report to automatically change assignment statuses for service demands. All rights reserved.Unit 5: Service Order Management CR700 Assignments can have the following assignment types: Concrete: Assignment type for which the effort exactly matches the duration. for example. Work Time Based Concrete: Assignment that is distributed to a number of individual concrete assignments. For service demands. Changes to extraordinary availability can involve the absence of an employee due to illness. Using this function. You do this in Customizing for Customer Relationship Management. 2009 . Capacitive: Assignment type for which the effort is less than the duration. and the demands are newly scheduled. Figure 98: Assignment Processing Options There are several ways to create an Assignment • • • Manual Creation of Assignments Creating Assignments using a Scheduling Strategy Schedule items automatically (activated in Customizing). according to the availability of a resource. This assignment type is only relevant for assignments for cProject roles. to automatically resolve assignment conflicts that have resulted from a change to the extraordinary availability of a resource. by choosing Workforce Deployment → General Settings for Service Resource Planning → Assignments → Define Assignment Status Change 194 © 2009 SAP AG.

for a specific time frame. on the Resource Planner Overview page. Additional Features Figure 99: Assignments . You can manually execute the report. resources can display an overview of their own assignments for a specific time frame. and can confirm the services by navigating to the relevant service order. For planning purposes. resource planners can display the daily assignments for resources. In addition. 195 .CR700 Lesson: Resource Planning You can access the report Change Assignment Status in Customizing for Customer Relationship Management.Technician Self Service You can use the page Search: Assignments by Resource to display an assignment list and a time allocation list for each resource. The assignments involve service demands that are based on service order items. The status that is set in Customizing for Customer Relationship Management under Define Assignment Status Change causes notifications to be automatically sent to the relevant resources. 2009 © 2009 SAP AG. All rights reserved. for a specific time frame. or schedule it as a background job. managers have the option to display an overview of all assignments planned for an internal or external resource. In turn. by choosing Workforce Deployment → General Settings for Service Resource Planning → Assignments → Change Assignment Status.

• 196 © 2009 SAP AG. under Appointments. by choosing Workforce Deployment → General Settings for Service Resource Planning → Appointment Scheduling. Customizing of Appointment Scheduling: • You have set up appointment scheduling. at which a service employee will arrive at his or her premises to carry out a required service.Unit 5: Service Order Management CR700 Figure 100: Appointment Scheduling Appointment scheduling enables you to arrange a time with your customer. You do this in Customizing for Customer Relationship Management. All rights reserved. Appointment scheduling is carried out at item level. Appointment scheduling is available for the following applications: Service order and in-house repair order (standard business transactions in the WebClient UI) Service order (IC-specific) E-service You call appointment scheduling at item level. You do this in Customizing for Customer Relationship Management. 2009 . You have defined appointment interval groups. by choosing Workforce Deployment → WFD Server → Business Settings for WFD Server → Define Appointment Interval Groups .

• Qualification • SAP Customizing Implementation Guide → Customer Relationship Management → Workforce Deployment → General Settings for Service Resource Planning → Qualifications → Define Parameters for Qualification Requirements in Transaction . 2009 © 2009 SAP AG.CR700 Lesson: Resource Planning Figure 101: Qualifications Qualifications and Catalogs are maintained in Customizing: • SAP Implementation Guide → Customer Relationship Management → Workforce Deployment → Service Resource Planning → Qualification Management → Maintain Scales. 197 . All rights reserved. SAP Customizing Implementation Guide → Customer Relationship Management → Workforce Deployment → General 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. SAP Implementation Guide → Customer Relationship Management → Workforce Deployment → Service Resource Planning → Qualification Management → Edit Qualification Catalog. 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).

Unit 5: Service Order Management CR700 Figure 102: SAP HCM Integration Figure 103: Resource Planning System Landscape The Workforce Deployment Server (WFD) is part of the Workforce Management (WFM) Add-on 200. It is possible to use external scheduling engines for resource planning of CRM service order items. 198 © 2009 SAP AG. All rights reserved. 2009 . • SAP Customizing Implementation Guide → Customer Relationship Management → Workforce Deployment → General Settings for Service Resource Planning → Scheduling Engine → Notes for the Integration of CRM/Scheduling Engine/HR .

CR700 Lesson: Resource Planning Use transactions SE18 (BAdI Builder) and SE19 (BAdI Implementation) to get information on the CRM_SRV_SDL Business Add-In and its implementations. All rights reserved. 199 . 2009 © 2009 SAP AG.

2009 . All rights reserved.Unit 5: Service Order Management CR700 200 © 2009 SAP AG.

CR700 Lesson: Resource Planning Exercise 10: Resource Planning Exercise Objectives After completing this exercise. you will be able to: • Understand resource planning relevant master data • Start and work with the Resource Planning Application • Create assignments for a service order items. Business Example The Resource Planning Application (RPA) allows a resource planner to assign the service technician(s) to the service tasks. In the WebClient UI (work center Resource Planning) find the employee Lou Windham. All rights reserved. Task 1: As a resource planner you would like to become familiar with resource planning relevant master data and with the resource planning application itself. What are the availability times of Lou Windham? What are the details behind Service Area US Colorado? Service Areas are defined in Customizing. open the details and take note of the Assignment Block Service Arrangements. 201 . Continued on next page 2009 © 2009 SAP AG. 1. It offers several functions to optimize assignment processing and allows the resource planner to monitor the assignment status. Use the hyperlink of the arrangement name Lou Windham / Denver CO 80210 in order to get to the details of it.

Continued on next page 202 © 2009 SAP AG. fixed breaks. Make Monday the first day of the week. Save this search as Team1_D## and hide the search fields. 3. Assigning an availability template to a service arrangement defines its availability for the specified time period. Use the button Settings within the Resource Planning Overview and if necessary set the time zone to CET. 2009 . you would like to personalize general settings. On the import process. such as working schedules. those changes are transported to the productive system. 2. All rights reserved. 3. b) Show the Search Fields and list all Demands that belong to organization unit US Service Employee Group 1. When you change an availability template that is already in use by an existing service arrangement. the report WFDBP_SYNCHRONIZE_TEMPLATE is triggered in background for each effected template. Save this search as Team1_R## and hide the search fields. If you update an availability template in the same system in which it is used by existing service arrangements. These templates may be assigned to any service arrangement for a specified time period. Save your settings. a) Show the Search Fields and list all Resources that belong to organization US Service Employee Group 1.Unit 5: Service Order Management CR700 2. Where in Customizing are Availability Templates defined? Hint: An availability template consists of one or more availability rules. What are the qualifications of Lou Windham? Task 2: Call the Resource Planning Application (RPA) and make yourself familiar with it. Create two Saved Searches for the Resources and the Service Demands. etc. Each rule is a periodic occurrence of some availability type. Assign both Saved Searches as defaults in the general settings and list both resources and demands with the newly created search variants. 1. Before you start to use this application. Choose the Gantt Chart as default resource view and Daily as default view mode. then you must manually execute the report WFDBP_SYNCHRONIZE_TEMPLATE to propagate the changes to the existing service arrangements.

Use the hyperlink of the Demand ID and navigate to the service order. What is the Start and End Time of this assignment? Can you explain those times? Without changing anything apply the information. Before saving change the following: Description: ##RPA 2 In the item details change the date information and enter: Continued on next page 2009 © 2009 SAP AG.test@sapides. In the resource list mark Lou Windham and in the list of demands mark your service order (Demand ID).com. 3. All rights reserved. Optionally you can notify the service representative via e–mail. This e–mail will appear in the Business Workplace (SAP GUI) of user CRM–##. Leave the WebClient UI session open. Tomorrow 10:00 Tomorrow 12:00 Start the Resource Planning Application and in the list of demands find the service order you created in the preceding exercise. Go to the item details and observe Assignment information. Create a service order of type Service Process and enter the following information: Description: Sold-To Party: Product ID: Quantity: ##RPA 1 ##Megastore SRV1_4 2 In the item details change the date information and enter: Requested Start: Requested End: 2.CR700 Lesson: Resource Planning Task 3: Assignment processing within the Resource Planning Application. You create several assignments for service order demand using different methods. 203 . 4. 1. In the Assignment Block Assignments use the button Create to create an assignment. Go back to the service order header and copy the service order. Overwrite the default e–mail address and enter crm–##.

Go to the item details and check if an assignment has been created automatically. 204 © 2009 SAP AG.Unit 5: Service Order Management CR700 Requested Start: Requested End: Next Tuesday 14:00 Next Tuesday 17:00 Release the service order and save it. All rights reserved. Create an assignment for Lou Windham. Observe that Start Date. Before saving change the following: Description: Item category: ##RPA 3 Auto Assign 6. Hint: SAP Implementation Guide → Customer Relationship Management → Workforce Deployment → General Settings for Service Resource Planning → Scheduling Engine → Schedule Items Automatically 7. 5. Go back to the service order header and copy one of the two service orders you created. In the item details change the date information and enter: Requested Start: Requested End: Next Wednesday 15:00 Next Tuesday 17:00 Release the service order and save it. In the Resource Planning Application find your second service order and use the Propose Resource button. End Date. 2009 . Use assignment self-service functionality and display all of Lou Windham's assignments in the next week. the minimum availability and the qualification requirement are defaulted (from the service order item) and that Lou Windham is a possible resource.

Use the hyperlink of the arrangement name Lou Windham / Denver CO 80210 in order to get to the details of it. What are the details behind Service Area US Colorado? Service Areas are defined in Customizing. 1. or use a single postal code. a) Choose Resource Planning. In the WebClient UI (work center Resource Planning) find the employee Lou Windham. The definition of service areas takes place in Customizing: SAP Implementation Guide → Customer Relationship Management → Workforce Deployment → WFD Server → Business Settings for WFD Server → Resource Settings → Define Service Areas Continued on next page 2009 © 2009 SAP AG. Use the hyperlink Windham to find employee details. What are the availability times of Lou Windham? What are the details behind Service Area US Colorado? Service Areas are defined in Customizing. This information can be used in resource planning when the dispatcher is looking for a resource near the customer (or near the object). What are the availability times of Lou Windham? In the Assignment Block Service Arrangements use the hyperlink Lou Windham / Denver CO 80210 to find resource planning relevant details. All rights reserved.CR700 Lesson: Resource Planning Solution 10: Resource Planning Task 1: As a resource planner you would like to become familiar with resource planning relevant master data and with the resource planning application itself. You can identify a range of postal codes. 205 . open the details and take note of the Assignment Block Service Arrangements. Choose Search → Employees. Last Name: Windham Choose Search. Service areas are defined by the combination of postal code(s) and country. a list of postal codes. In the Assignment Block Availability you can see that Lou Windham is working from Monday to Friday 08:00 until 17:00.

What are the qualifications of Lou Windham? a) Lou Windham has very good knowledge of Microsoft XP and Unix. choose template STANDARD and check Rule Maintenance details. All rights reserved. Use the button Settings within the Resource Planning Overview and if necessary set the time zone to CET. 1. If you update an availability template in the same system in which it is used by existing service arrangements. When you change an availability template that is already in use by an existing service arrangement. Make Monday the first day of the week. you would like to personalize general settings. These templates may be assigned to any service arrangement for a specified time period. Before you start to use this application. those changes are transported to the productive system. then you must manually execute the report WFDBP_SYNCHRONIZE_TEMPLATE to propagate the changes to the existing service arrangements.g. etc. a) SAP Implementation Guide → Customer Relationship Management → Workforce Deployment → WFD Server → Business Settings for WFD Server → Resource Settings → Define Availability Templates E. Task 2: Call the Resource Planning Application (RPA) and make yourself familiar with it. such as working schedules. 3.Unit 5: Service Order Management CR700 2. Where in Customizing are Availability Templates defined? Hint: An availability template consists of one or more availability rules. Each rule is a periodic occurrence of some availability type. On the import process. 2009 . fixed breaks. Continued on next page 206 © 2009 SAP AG. Choose the Gantt Chart as default resource view and Daily as default view mode. Assigning an availability template to a service arrangement defines its availability for the specified time period. the report WFDBP_SYNCHRONIZE_TEMPLATE is triggered in background for each effected template.

Hint: The resources are still displayed in Weekly View since the default settings will take effect the next time the Resource Planning Application is called. In the area Defaults choose Resource View: View Mode: Save your settings. Make Monday the first day of the week. Choose Search → Resource Planning. All rights reserved. a) Show the Search Fields and list all Resources that belong to organization US Service Employee Group 1. Choose the button Settings.CR700 Lesson: Resource Planning Save your settings. Save this search as Team1_R## and hide the search fields. 2. b) Show the Search Fields and list all Demands that belong to organization unit US Service Employee Group 1. If you would like to change the resource view immediately choose the same settings in the Visualization area. Choose Resource Planning. Time Zone: Week Starts: CET Monday Choose the Gantt Chart as default resource view and Daily as default view mode. Create two Saved Searches for the Resources and the Service Demands. 207 . Gantt Chart Daily Continued on next page 2009 © 2009 SAP AG. a) Use the button Settings within the Resource Planning Overview and if necessary set the time zone to CET.

2009 . Save Search As: 3. Task 3: Assignment processing within the Resource Planning Application. Add the search criteria Organization. Using the Input Help search for Object name: *group 1 Select the entry US Service Employee Group 1 (50004983). You create several assignments for service order demand using different methods. 1. a) Assign both Saved Searches as defaults in the general settings and list both resources and demands with the newly created search variants. All rights reserved. a) In the Assignment Block Resources choose the hyperlink Show Search Fields. In the Assignment Block Service Demands choose the hyperlink Show Search Fields. Choose Settings. Create a service order of type Service Process and enter the following information: Continued on next page 208 © 2009 SAP AG. Team1_D## Assign both Saved Searches as defaults in the general settings and list both resources and demands with the newly created search variants. In the area Defaults assign both Saved Searches accordingly. Save Search As: b) Team1_R## and hide the search fields. Using the Input Help search for Object name: *group 1 Select the entry US Service Employee Group 1 (50004983).Unit 5: Service Order Management CR700 Save this search as Team1_D## and hide the search fields. Add the search criteria Organization.

Product ID: Quantity: SRV1_4 2 In the item details change the date information and enter: In the Assignment Block Items choose Actions → Edit. Release and save the service order. All rights reserved. 209 .CR700 Lesson: Resource Planning Description: Sold-To Party: Product ID: Quantity: ##RPA 1 ##Megastore SRV1_4 2 In the item details change the date information and enter: Requested Start: Requested End: a) Tomorrow 10:00 Tomorrow 12:00 Create a service order of type Service Process and enter the following information: Choose Service Orders. Description: Sold–To Party: ##RPA 1 ##Megastore Choose Mr. Change the Status to Released. Choose Save. Peter ##Finger as Contact Person. Choose Create → Service Order Choose Transaction Type Description Service Process. 2. Continued on next page Tomorrow 10:00 Tomorrow 12:00 2009 © 2009 SAP AG. Requested Start: Requested End: Choose the button Back. Start the Resource Planning Application and in the list of demands find the service order you created in the preceding exercise.

2009 .test@sapides. Continued on next page 210 © 2009 SAP AG. All rights reserved. Leave the WebClient UI session open. Optionally you can notify the service representative via e–mail.com.Unit 5: Service Order Management CR700 In the resource list mark Lou Windham and in the list of demands mark your service order (Demand ID). Overwrite the default e–mail address and enter crm–##. What is the Start and End Time of this assignment? Can you explain those times? Without changing anything apply the information. In the Assignment Block Assignments use the button Create to create an assignment.

In SAP GUI Easy Access Menu choose SAP Business Workplace. In the Assignment Block Assignments Choose Action → Notify Resource. 211 . the duration of 60 minutes leads to an End Time of 11:00. Leave the WebClient UI session open! Optionally you can notify the service representative via e–mail. All rights reserved.com. In this case Date From SRV_CUST_BEG and Date To SRV_CUST_END are relevant (see date profile of item category!) Without changing anything apply the information. Choose Inbox and check the latest information.com. If necessary scroll to the right in order to see Priorities. Choose Send.test@sapides.test@sapides. Overwrite the default e–mail address and enter crm–##. Hint: In Customizing you define a time range in which an assignment can be created for a service order item SAP Implementation Guide → Customer Relationship Management → Workforce Deployment → Service Resource Planning → Service Order Based Demands → Define Service Profiles for Scheduling Choose the default profile id and observe the demand windows. The Start Time is tomorrow 10:00 as specified in the service order item details. Address: crm–##. Choose button Apply. Continued on next page 2009 © 2009 SAP AG. Since the service product SRV1_4 has default duration of 30 minutes and since the service order quantity was set to two.CR700 Lesson: Resource Planning This e–mail will appear in the Business Workplace (SAP GUI) of user CRM–##. This e–mail will appear in the Business Workplace (SAP GUI) of user CRM–##. a) In the resource list mark Lou Windham and in the list of demands mark your service order (Demand ID).

choose Back. Choose Copy. Requested Start: Requested End: Choose Back ChooseStatus → Released. Go back to the service order header and copy the service order. Choose the item number hyperlink in the assignment block Items. You will find assignment details when opening assignment block Assignments. Description: ##RPA 2 Choose Actions → Edit. 4. Choose Save. 2009 . Go to the item details and observe Assignment information. Choose Contact Person Mr. Peter ##Finger. Use the hyperlink of the Demand ID and navigate to the service order.Unit 5: Service Order Management CR700 3. Next Tuesday 14:00 Next Tuesday 17:00 Continued on next page 212 © 2009 SAP AG. Before saving change the following: Description: ##RPA 2 In the item details change the date information and enter: Requested Start: Requested End: Next Tuesday 14:00 Next Tuesday 17:00 Release the service order and save it. a) From the Assignment Block Service Demands navigate to your service order. All rights reserved. a) From the item details of your first service order.

a) In the Resource Planning Application find your second service order and use the Propose Resource button. Observe the Start and End date/time of the proposal. 6. End Date. Observe that Start Date. End Date. Go back to the service order header and copy one of the two service orders you created. the minimum availability and the qualification requirement are defaulted (from the service order item) and that Lou Windham is a possible resource. Find and mark your second service order (Demand ID). Create an assignment for Lou Windham. Choose Resource Planning. Choose button Propose Resources. 213 . Choose Back to leave the Proposal List for Resources and to go back to the Resource Planning Overview. In the assignment block Assignments choose Create and after observing detailed information choose Apply. Choose Search → Resource Planning. the minimum availability and the qualification requirement are defaulted (from the service order item) and that Lou Windham is a possible resource. Observe that Start Date. Continued on next page 2009 © 2009 SAP AG. Create an assignment for Lou Windham. In the Resource Planning Application find your second service order and use the Propose Resource button. Mark Lou Windham. All rights reserved.CR700 Lesson: Resource Planning 5. Before saving change the following: Description: Item category: ##RPA 3 Auto Assign In the item details change the date information and enter: Requested Start: Requested End: Next Wednesday 15:00 Next Tuesday 17:00 Release the service order and save it.

Unit 5: Service Order Management CR700 Go to the item details and check if an assignment has been created automatically. All rights reserved. Peter ##Finger. Choose Contact Person Mr. Hint: SAP Implementation Guide → Customer Relationship Management → Workforce Deployment → General Settings for Service Resource Planning → Assignments → Schedule Items Automatically Item Category ZAAP (Auto Assign) is using scheduling strategy DEFAULT. Continued on next page 214 © 2009 SAP AG. an assignment was automatically created. Yes. 2009 . Go to the item details and check if an assignment has been created automatically. Description: Item category: ##RPA 3 Auto Assign In the item details change the date information and enter: Requested Start: Requested End: Next Wednesday 15:00 Next Tuesday 17:00 Release the service order and save it. Hint: SAP Implementation Guide → Customer Relationship Management → Workforce Deployment → General Settings for Service Resource Planning → Scheduling Engine → Schedule Items Automatically a) Choose Copy.

Therefore you would choose Edit List. You should see all of Lou Windham's assignments in the next week. In the result list mark resource Lou Winham. a) Choose Resource Planning → Search → Assignments Time Frame: Next Week Service Arrangement: Lou Windham* Choose Search. 215 . All rights reserved. Use assignment self-service functionality and display all of Lou Windham's assignments in the next week. Hint: It is possible to change assignment data like status or date information. Choose button Assignments. please do not maintain anything. 2009 © 2009 SAP AG. Hint: You could also choose button Time Allocations for example to create a sick leave entry but since everyone in class uses Lou Windham.CR700 Lesson: Resource Planning 7.

Unit 5: Service Order Management CR700 Lesson Summary You should now be able to: • Understand the Resource Planning Application • Personalize the Resource Planning Application • Create Assignments within the Resource Planning Application 216 © 2009 SAP AG. 2009 . All rights reserved.

CR700 Lesson: Service Confirmation Lesson: Service Confirmation Lesson Overview This lesson introduces the CRM service confirmation. Both basic features as well as important ERP integration aspects are explained in detail. you will be able to: • • • Understand the concept of CRM service confirmations Explain basic functions of CRM service confirmations Describe the integration aspects of CRM service confirmations with SAP ERP Business Example After having performed an on-site service. technicians would like to confirm services. Service Confirmation Basics Figure 104: Structure of a Service Confirmation 2009 © 2009 SAP AG. Lesson Objectives After completing this lesson. You would like to better understand features of service confirmation and especially understand integration options with SAP ERP. service parts and other items. Therefore service confirmation documents are created in SAP CRM. 217 . All rights reserved.

Prior to submitting a confirmation. Prices. if you are required to make confirmations on a daily basis but require more than a day to complete an assignment. For example. This functionality utilizes action processing within service orders. 218 © 2009 SAP AG. 2009 . they can also confirm individually. You can create multiple confirmations for an order. Items that you select are copied to the service confirmation document. as well as conditions and working times for assignments are defaulted from the product master data of the items into the order. expenses.Unit 5: Service Order Management CR700 A service confirmation is a business transaction used to enter the actual work performed and materials consumed within the context of a service process. and spare parts. When creating the service confirmation as a follow-up document. You can use service confirmations to enter working times (including travel time and overtime). service parts. If an installed base is assigned to the confirmation. or tools that were not originally planned in the order. Except from sales items all other types of items can be maintained within a service confirmation. and subjects. If multiple service representatives are working on an assignment. you can add or correct data. distance traveled. you can go to the installed base and update it. service products. the system automatically proposes the planned items for selection.Service Item Service items can be used to confirm travel and working times. The standard action profile for service orders contain an appropriate action. for example. All rights reserved. you could update the installed base if an installed object is to be replaced by another object while the original is repaired. Figure 105: Confirmation . or create new items for services. reference objects. There is no connection to ERP travel management.

the Serial No. Caution: The set type CRM_SERIALNUM has to be assigned to an appropriate product category. In standard the field Serial No. There are different serial number validation options available: 0 – Default value 1 – Entries possible. All rights reserved.CR700 Lesson: Service Confirmation It is possible to include installation information using the assignment block Reference Objects. Processing within a product master indicates whether serial numbers are relevant for a certain product. The system validates the serial numbers that you enter. Processing is a hidden field. The field Serial No. From the service confirmation it is possible to automatically trigger the warranty start (of an Object). You can enter serial numbers for service parts in service confirmations and update inventory management in SAP Enterprise Resource Planning (SAP ERP).Service Part Service part items can be used to confirm consumed parts (spare parts). Use UI Configuration to display this field in the CRM WebClient UI application. Without this assignment. Processing field is not ready for input. 219 . Figure 106: Confirmation . and how a serial number created in a document should be validated. but no check against master data 2 – Check object in CRM 3 – Check object and serial number in CRM 4 – Check for serial number in SAP ERP 2009 © 2009 SAP AG.

If the quantity you entered for a service part is greater than one.Tool Item It is possible to include tool items into service confirmations. You maintain the serial numbers exclusively in SAP ERP. you can enter other serial numbers in the Reference Objects assignment block by using Edit List. All rights reserved. SVCT. the Serial Number field is available for this purpose. you can enter serial numbers manually. is available in standard customizing. 2009 .Unit 5: Service Order Management CR700 For service parts in service confirmations in the CRM WebClient UI. Figure 107: Confirmation .Expense Item Figure 108: Confirmation . 220 © 2009 SAP AG. An item category for tool items. In the general data for the service part item.

Procedure: Open the service process for which you want to enter a confirmation and generate a confirmation by creating a follow-up document. 2009 © 2009 SAP AG. change the actual quantities and transfer the service or spare part items to the confirmation. If necessary. Prerequisites: The service process has the status Released. 221 . The confirmation screen appears. Create any additional items in the confirmation that were not part of the service process. If required. enter the Service Type and Valuation Type for the confirmed services. Enter the damage code and/or cause. you are offered the relevant assignments for confirmation instead of service product items. 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. If resource planning assignments exist for a service process. All rights reserved.CR700 Lesson: Service Confirmation Figure 109: Service Confirmations with Service Process You can create service confirmations with reference to service processes to enter the actual times and spare parts required for the completion of a service process. You use these types to differentiate between services for billing and controlling purposes. Set the status Completed and save the confirmation. All service process items (service products and spare parts) that can be confirmed are offered for selection.

2009 . that certain spare parts belong to a service or that a service consists of several individual services The system cumulates pricing data. duration and quantity in the higher-level item. if you choose items that are linked directly to one another (for example. Item hierarchies are used to show. Item 6 and Item 7). All rights reserved. 222 © 2009 SAP AG.Unit 5: Service Order Management CR700 Figure 110: Item Hierarchy and Confirmation You are able to freely select the items and sub-items that you want to confirm. 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. the hierarchy structure is shown in the Item Hierarchy tab of the confirmation. When doing this. for example.

who is on site due to another order. 2009 © 2009 SAP AG. to perform a repair. In this case. e. A service confirmation without a preceding document can trigger CO-Integration.CR700 Lesson: Service Confirmation Figure 111: Service Confirmations without Service Process Using service confirmations without service process. a service employee can perform a service for which there is no existing service process and enter this service so that billing and all other subsequent processes are triggered. the working time and spare parts required for the repair can be invoiced to the customer. there is no existing service process from which the confirmation can occur. the creation of an internal order. Example: A customer asks a service employee. 223 .g. the service employee can perform the repair and subsequently create a confirmation. All rights reserved. Because the device failed only an hour ago and therefore. In this way. the customer has not yet reported the problem.

The reference product contains valid warranty information. In addition the field Installation/Dismantle is personalized and maintained with valueInstallation Part. The object does not contain a warranty. the system creates a warranty for each reference object. 2009 . the date with Date Type Installed On. 224 © 2009 SAP AG. Prerequisites for triggering the automatic warranty start: • In the assignment block Reference Objects on service confirmation item level either an object component or object is entered. In the service confirmation at item level. After the service employee changes the status of the confirmation to Completed and saves the confirmation. the service employee enters. The system sets the Warranty Start date of the customer warranty to the same date as the Installed On date. and one or more reference objects that he or she marks as installed. Then the system assigns the reference object to all customer warranties that are valid on the installation date in the service confirmation. • • The system uses the reference product that is assigned to the reference object to determine the appropriate customer warranty. among other things.Unit 5: Service Order Management CR700 Follow-up Processing Figure 112: Automatic Warranty Start From the service confirmation it is possible to automatically trigger the warranty start (of an Object). All rights reserved.

a goods receipt can be created in ERP. Service part item contains a product of the type Material. time data is created in the Cross Application Time Sheet (CATS). Expense Item contains a product from the type Material.com Components → Customer Relationship Management → Settings for Service Processing → Time Sheet Integration → Define Derivation of Attendance Type. If the service product item contains a time duration. All rights reserved.CR700 Lesson: Service Confirmation Figure 113: Time and Material Confirmation Items Service product item: contains a product of the type Service. 225 . which has been taken from the technicians stock. With completion of the service confirmation. Activity Type and Cost Element 2009 © 2009 SAP AG. 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: SAP Customizing Implementation Guide → Integration with Other mySAP.

When you confirm assignments.Unit 5: Service Order Management CR700 Figure 114: Follow-up Actions from Service Confirmations When you create a confirmation with reference to a service process with assignments. their status is automatically changed to Completed in the resource planning application. All rights reserved. CRM Confirmation items can be pricing . the billing due list is updated once • • • the service confirmation status is Completed the service order status is Completed the Release for Billing has be executed. working time is copied from these assignments to the confirmation document. 226 © 2009 SAP AG. 2009 . When using the standard billing-relevance Transaction-Related Billing After Completion.and billing-relevant.

227 . Service Type and Valuation Type can be used to derive different activity types. CRM Item Category. Replicate CRM information like item categories. Derivation of relevant Activity Types can be defined in ERP Customizing: • SAP Customizing Implementation Guide → Integration with Other mySAP.com Components → Customer Relationship Management → Settings for Service Processing → Time Sheet Integration → Define Derivation of Attendance Type.CR700 Lesson: Service Confirmation ERP Integration of Service Confirmations Figure 115: Service Product Item . • • Planning of Activity Types takes place in ERP (transaction /nkp26). All rights reserved. Activity Type and Cost Element.ERP Integration The relevant Data Entry Profile for Cross Application Time Sheet bookings can be assigned in ERP customizing: • SAP Customizing Implementation Guide → Integration with Other mySAP. 2009 © 2009 SAP AG. to ERP using the following customizing path in CRM: – SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Service Transactions → Integration → Replicate Service Characteristics Relevant to Controlling. service types etc.com Components → Customer Relationship Management → Settings for Service Processing → Time Sheet Integration → Assign Data Entry Profile.

228 © 2009 SAP AG.com Components → Customer Relationship Management → Settings for Service Processing → Logistics Integration Create and Change Logistics Scenario for Material Withdrawal For example the relevant plant / storage location can be assigned in CRM customizing: SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Service Transactions → Integration → Logistics Integration → Assign Plant and Storage Location to Service Organizational Units. All rights reserved.ERP Integration A documentation containing necessary information how to set up Logistics Integration can be found in CRM customizing: SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Service Transactions → Integration → Logistics Integration → Description of Logistics Integration. item category and relevant service organization a logistics scenario is determined: SAP Customizing Implementation Guide → Integration with Other mySAP.Unit 5: Service Order Management CR700 Figure 116: Service Part Item . Depending on transaction type (of service confirmation). 2009 .

229 .g. A Cost Element (e. All rights reserved. Figure 118: Follow-Up Processing: CATS 2009 © 2009 SAP AG. 459000) can be assigned in ERP Customizing: • SAP Customizing Implementation Guide → Integration with Other mySAP.CR700 Lesson: Service Confirmation Figure 117: Expense Item .com Components → Customer Relationship Management → Settings for Service Processing → Time Sheet Integration → Define Derivation of Attendance Type. Activity Type and Cost Element.ERP Integration A condition / price information maintained in the service confirmation is transferred as Actual Costs to ERP Controlling.

Requirements: • • • A personal master record for each service employee is required (replication of SAP ECC / SAP R/3 master data into SAP CRM). integration with a Cross-Application Time Sheet (CATS) is required. and so on. When recording the confirmation in the CATS. The difference between the start and end of work in the confirmation.Unit 5: Service Order Management CR700 When distributing relevant confirmation data. CATS supports only entries for single days (including night shifts). The entry contains the information about the CO object. Confirmed working times are used as the basis for the payroll. CATS enables standardized. Figure 119: Expense Confirmation: CO Reposting 230 © 2009 SAP AG. cross-application recording of employee working times. therefore. 2009 . The actual costs are calculated based on the corresponding activity type and the performing cost center. The SAP Human Resources is updated with the report CAT6. Controlling is updated with the report CAT7. the attendance type. the personal ID. the activity type. the time. All rights reserved. The CATS data entry profile is required for the CRM system. cannot be more than 24 hours. Entries are created in the CATS database. the system uses the attendance type and the absence type from this data entry profile and the activity type from the personal master record.

g.CR700 Lesson: Service Confirmation The Service Technician reports an expense (e. internal order) takes place automatically. 2009 © 2009 SAP AG. hotel receipt) and is compensated through his cost center. The relevant cost center is derived of HR master data (personnel number) in ERP.g. All rights reserved. A CO Reposting from Cost Center to CO Object (e. 231 .

All rights reserved.Unit 5: Service Order Management CR700 232 © 2009 SAP AG. 2009 .

In the WebClient UI (log off and log on in order to refresh customizing) create a follow–up Service Confirmation to your first service order. 1. transfer all confirmation–relevant items and enter the following data: Executing Service Employee: Lou Windham (Employee ID 400440) Change the status to completed and save the Confirmation. 233 . 1. Transfer all confirmation–relevant items. 3. Which item categories have been determined in your service confirmation? Task 2: Create a service confirmation but this time without a preceding service order. Create a service confirmation of type Confirmation and enter the following data: Continued on next page 2009 © 2009 SAP AG. 2. you will be able to: • Maintain copying control Service Order to Service Confirmation • Create a service confirmation • Understand the ERP integration into the Cross-Application Time Sheet Business Example Service technicians create service confirmations as follow-up documents to service orders in order to report actual duration of service tasks. Task 1: Create a service confirmation with reference to your service order with Description ##First Service Order. the usage of spare parts and possible expenses. In Customizing maintain copying control for transaction types and create a new entry. All rights reserved.CR700 Lesson: Service Confirmation Exercise 11: Service Confirmation Exercise Objectives After completing this exercise. Specific confirmation information will be used to trigger an automatic warranty start of an (reference) object. In this case it is not necessary to maintain copying control for item categories since predefined item categories are used and copying control already is maintained. It should be possible for your new service order transaction type ZS## to create a follow–up Service Confirmation (ZSEC).

Check if the service confirmation has triggered an automatic warranty start. 2009 . In the item details of the service confirmation item enter a duration of 30 minutes. 2. Complete and save the confirmation. All rights reserved. Enter a service confirmation item and choose SRV1_4 with quantity 1 AU. 234 © 2009 SAP AG. Hint: Choose Reference Objects → Product input help and search for the product with Product Description ##Notebook Object.Unit 5: Service Order Management CR700 Description Sold-To Party Executing Service Employee ## Automatic Warranty Start ##Megastore Lou Windham (400440) Enter the (individual) object you created in the Objects exercise as the reference object. 3. Also enter an installation date (today) and additional installation information. This includes the Installation Part (your object) and the Installation Location (your installed base). Therefore navigate to the object and check the assignment block Warranties.

In this case it is not necessary to maintain copying control for item categories since predefined item categories are used and copying control already is maintained.: Tgt. All rights reserved. SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Copying Control for Business Transactions → Define Copying Control for Transaction Types Choose New Entries. 235 . Source trans. In the WebClient UI (log off and log on in order to refresh customizing) create a follow–up Service Confirmation to your first service order. Trans. 1. In Customizing maintain copying control for transaction types and create a new entry. a) SAP GUI: SAP Menu → Architecture and Technology → Configuration → Customizing Choose SAP Reference IMG. It should be possible for your new service order transaction type ZS## to create a follow–up Service Confirmation (ZSEC). 2. Transfer all confirmation–relevant items.CR700 Lesson: Service Confirmation Solution 11: Service Confirmation Task 1: Create a service confirmation with reference to your service order with Description ##First Service Order. transfer all confirmation–relevant items and enter the following data: Executing Service Employee: Lou Windham (Employee ID 400440) ZS## ZSEC Continued on next page 2009 © 2009 SAP AG. Type: Save your entry.

2009 . transfer all confirmation–relevant items and enter the following data: Choose Service Orders Choose Search → Service Orders Service Order Description: Choose Search. Choose Save. Executing Service Lou Windham (400440) Employee: Choose Status → Completed. Choose Choose. Use the hyperlink and navigate to the details of the service order with Description ##First Service Order. In the Select Items dialog choose Select All. All rights reserved. The item category for the service part items is Material Confirm (SVCM). Choose button Create Follow–Up.Unit 5: Service Order Management CR700 Change the status to completed and save the Confirmation. ##First* Continued on next page 236 © 2009 SAP AG. Which item categories have been determined in your service confirmation? a) Which item categories have been determined in your service confirmation? Display the Assignment Block Items. a) In the WebClient UI create a follow–up Service Confirmation to your first service order. The item category for the service item is Service Confirm (SVCP). Service orders you created in one of the last exercises should be listed. 3. Choose Service Confirmation (Confirmation).

Hint: Choose Reference Objects → Product input help and search for the product with Product Description ##Notebook Object. This includes the Installation Part (your object) and the Installation Location (your installed base). 2. Use the input help as described above. Also enter an installation date (today) and additional installation information. In the assignment block Items enter SRV1_4 with quantity 1. Choose ENTER. Enter a service confirmation item and choose SRV1_4 with quantity 1 AU. In the item details of the service confirmation item enter a duration of 30 minutes.CR700 Lesson: Service Confirmation Task 2: Create a service confirmation but this time without a preceding service order. 237 . In the fields Product enter the reference object ##Notebook Object. Specific confirmation information will be used to trigger an automatic warranty start of an (reference) object. Continued on next page 2009 © 2009 SAP AG. Enter the header data given in the exercise. All rights reserved. 1. Create a service confirmation of type Confirmation and enter the following data: Description Sold-To Party Executing Service Employee ## Automatic Warranty Start ##Megastore Lou Windham (400440) Enter the (individual) object you created in the Objects exercise as the reference object. a) Choose Service Orders → Create → Service Confirmation.

In the assignment block Reference Objects use personalization to include the field Installation/Dismantle to the list of displayed fields. Include Installation Part to the object information which is already available. There are no customer warranties for the reference object. In the assignment block Service Item Details enter Actual Duration: 30 Minutes In the assignment block Dates enter an Installed On date today. 2009 . All rights reserved. Therefore navigate to the object and check the assignment block Warranties. Check if the service confirmation has triggered an automatic warranty start. a) Use the Reference Object / Product hyperlink to directly navigate to the object. • • • 238 © 2009 SAP AG. Hint: There are a number of prerequisites which have to be fulfilled to automatically trigger a warranty start: • • The Installed On date is set. You should see a valid warranty with a start date that equals the installation date (today). Change the status to Completed and save the confirmation. Choose Back.Unit 5: Service Order Management CR700 Complete and save the confirmation. a) Choose Action → Edit to navigate to the item details. Include a second item to the Reference Objects assignment block. The warranty that is assigned to the reference object must still be valid (field Valid in assignment block Warranties for the reference object). The object is installed (appropriate value in field Installation/Dismantle in assignment block Reference Objects. The organizational data (sales organization and distribution channel) of the warranty must match the customer's organizational data in the confirmation. If necessary open assignment block Warranties. 3. This prevents an existing warranty from being overwritten. Enter your installed base (or any component) as Installation Location.

CR700 Lesson: Service Confirmation Lesson Summary You should now be able to: • Understand the concept of CRM service confirmations • Explain basic functions of CRM service confirmations • Describe the integration aspects of CRM service confirmations with SAP ERP 2009 © 2009 SAP AG. All rights reserved. 239 .

Lesson Objectives After completing this lesson. 2009 .Unit 5: Service Order Management CR700 Lesson: Amount Allocation Lesson Overview This lesson introduces amount allocation. and they may stem from service orders or service confirmations. You can assign internal and external recipients when you create the service order or service confirmation. you will be able to: • Create an amount allocation for services that have been performed. These items may be either billable or non-billable because of warranty claims. Business Example You would like to establish an amount allocation process in order to distribute revenues and costs to different receivers. 240 © 2009 SAP AG. Figure 120: Amount Allocation: Definition You can use amount allocation to allocate items to multiple external and internal recipients. All rights reserved.

– • The system calculates the costs according to the same distribution rules and based on the same profitability segment as the revenues. such as those related to warranties) in service orders or service confirmations among multiple internal cost objects on header or item level. You have the following options for distribution: • You can use billing requests to distribute revenues (billable items) in service orders or service confirmations among multiple bill-to parties on header or item level as follows: Splitting the total billing amount among multiple bill-to parties. Alternatively. 2009 © 2009 SAP AG. an absolute value. – Splitting the total billing amount among bill-to parties based on product groups You can distribute costs (non-billable items. and so on. All rights reserved. the system determines the price for that item. additional conditions. into the distribution rules.CR700 Lesson: Amount Allocation Figure 121: Amount Allocation When you create an amount allocation transaction (billing request) as a follow-up transaction for a service order or service confirmation. You can define the billing amount either as a percentage of the invoice value. If so. you can enter cost objects. For each service order item or service confirmation item. The price determination is based on product prices. You can change or edit this information in the amount allocation transaction. the system copies the bill-to parties and the billing amounts from the preceding transaction. which the system uses to calculate revenues and costs internally. or a quantity. the accounting indicator (such as warranty or goodwill). the system determines whether it is relevant for billing. 241 .

• • • Often.Unit 5: Service Order Management CR700 Figure 122: Amount Allocation Process Possible to define shortly before billing takes place. how much the customer or the insurers should pay. goodwill) – Change of invoice recipient A field service employee can often not decide himself. even if the service has not yet been completed Settlement is performed once the service has been completed Partial billing of services possible. • The settlement of expenses is possible at different times during the service process: • • • Settlement is performed monthly. who should pay which expenses. warranty. 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. All rights reserved. 242 © 2009 SAP AG. 2009 .

or billing request. 243 . You can enter the splitting rules for cost distribution at header or item level. 2009 © 2009 SAP AG. according to which the costs and revenues from the items in the document are distributed to various cost recipients such as payers or bill-to parties.CR700 Lesson: Amount Allocation Figure 123: Splitting of Items You can define rules in the service order. service confirmation. All rights reserved. The setup of Amount Allocation is described within the following IMG documentation: • SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Service Transactions → Settings for Amount Allocation → All Settings for Amount Allocation.

Unit 5: Service Order Management CR700 Figure 124: Grouping of Items Flexible grouping possibilities • Grouping of items is possible. but only pays 50% of the expenses for services Grouping of items can be derived from the product type. for example: Customer pays completely for all materials. – • 244 © 2009 SAP AG. All rights reserved. 2009 .

2009 © 2009 SAP AG.CR700 Lesson: Amount Allocation Lesson Summary You should now be able to: • Create an amount allocation for services that have been performed. All rights reserved. 245 .

All rights reserved.Unit 5: Service Order Management CR700 Lesson: Service Billing Lesson Overview Service transactions like service orders or service confirmations can be relevant for billing. Billing for these items can take place in CRM using CRM Billing. 246 © 2009 SAP AG. you will be able to: • Create billing documents for services that have been performed. Lesson Objectives After completing this lesson. 2009 . The sales item can be flagged as not billing relevant in ERP. Business Example Figure 125: CRM Billing Standard CRM service processes are CRM Billing relevant. This lesson introduces billing options for those documents. Besides standard CRM Billing it is also possible to use ERP Billing for service transactions. A sales order is created in the ERP system for sales items so that these items can be delivered using SAP ECC / SAP R/3.

if yes. You have made settings in the business transaction category Sales in Customizing for the item category. the Billing Engine is called up for a service process item for billing the order quantity (flat-rate). the items have to be released for billing (transaction CRM_SRVBIL). Transaction-related billing after confirmation: In CRM. Billing data is updated for accounting from CRM Billing. All rights reserved. Furthermore. revenue is updated in the relevant controlling object. Pricing occurs in all service documents according to the general pricing for the CRM System. an internal order or a profitability segment. In each case. for billing the order quantity. the Billing Engine is called up for a transaction. These settings define whether and.CR700 Lesson: Service Billing Prerequisites for CRM: • • Pricing must have occurred for billing to take place. 247 . • • Figure 126: Billing Options How services are billed is triggered by the Billing Relevance indicator in the item category. 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. how billing should occur. if the item has been confirmed. Transaction-related billing: In CRM. 2009 © 2009 SAP AG.

and either the relevant debit memo request item is automatically canceled or. 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. If it is no longer possible to cancel individual items later on in the process. the Billing Engine is called up for a sales product item. if the item has already been billed. the confirmation item must not. you can create a credit memo request in ERP to reverse a debited amount. a credit memo request is created. you can cancel or reject transactions in SAP CRM. You can cancel invalid items by specifying a reason. you must make sure that the corresponding item category in R/3 is set to Not relevant for billing. for billing the cumulated delivery quantity. the service process item must be flagged as billing-relevant. Delivery-related billing: Deliveries for sales product items in R/3 are billed with the Billing Engine in CRM. Figure 127: External Billing of Service Transactions (ERP Billing) External Billing of Service Orders and Service Confirmations in ERP • • Data is transferred to ERP when an order or confirmation is set to Completed. In the last two cases. • 248 © 2009 SAP AG. All rights reserved. The cancellation reason is transferred to ERP through item category mapping. 2009 . however. however. for example because an invoice has already been created for a debit memo request. After data transfer. the service process item must not. • • Fixed Price: In this case. The delivery in SAP R/3 returns the delivery quantity to the sales product item. You can also combine fixed price and resource-related billing. Resource-Related Billing: The confirmation item must be flagged as billing relevant.Unit 5: Service Order Management CR700 Transaction-related billing according to delivery quantity: In CRM.

partner. To do this. before it is transferred to ERP. Modification of Sales Order Data in SAP ERP Before Data Import is possible via BAdI SRV_BILLING_CHANGE. and conditions. such as partners and conditions. Figure 128: Prerequisites for ERP Billing You can influence header and item data.CR700 Lesson: Service Billing External Billing of Service Contracts in ERP • Billing request items generated by a billing plan are transferred automatically to ERP. Service contract items that are relevant for billing are transferred when contract data is updated and a contract item is marked as Released. see the documentation for this BAdI. You can modify data such as the order reason. create an implementation of the Business Add-In (BAdI) CRM_EXT_BILLING (Influencing Data from Service Processes for Billing in ERP). For more information. billing block. SAP note 813774 “Billing of CRM service processes in R/3” provides additional information. All rights reserved. You can find this BAdI in SAP CRM Customizing under Customer Relationship Management → Transactions → Settings for Service Processes → Business Add-Ins. 249 . provided to Modification of CRM Service Transaction Data Before Transfer to SAP ERP is possible via BAdI CRM_EXT_BILLING. 2009 © 2009 SAP AG.

com Components → Customer Relationship Management → Settings for Service Processing → Billing Integration →Map Transaction Types and Item Categories. create an implementation of the BAdI SRV_BILLING_CHANGE. 250 © 2009 SAP AG.Unit 5: Service Order Management CR700 To do this. You can find this BAdI in Customizing for your Plug-In or SAP ERP system under Integration with Other mySAP. 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 → BAdI: Influencing Data for External Billing of CRM Service Documents. 2009 . All rights reserved.

Maintain the billing due list and create a billing document for the service confirmation your created earlier. 2. it is possible to process the billing due list in order to create billing documents (in SAP CRM). After the service technicians have completed the service confirmations. 3. Choose appropriate search criteria. Task: Standard CRM service processes are CRM billing–relevant. 2. To answer this question. Complete and save the confirmation. SVCP See details of relevant (which?) billing item category! Optional (difficult): Create a new service order of type Service Process. 4. Continued on next page 2009 © 2009 SAP AG. you will be able to: • Create a billing document for a Service Confirmation Business Example The standard CRM service processes are CRM billing–relevant. 251 . 5. Do you see accounting documents? Check in the Customizing of Billing Types why accounting documents have been created immediately. Release and save the service order. Enter ##Megastore as Sold–To Party and service product SRV6_1 with quantity 1 AU. 1. Hint: 1. All rights reserved. Transaction Type of service confirmation: ZSEC Item Categories within service confirmation: SVCM. Transfer the service product and enter Lou Windham as executing service employee.CR700 Lesson: Service Billing Exercise 12: Billing Exercise Objectives After completing this exercise. Check the document flow of the billing document. 3. you have to analyze the relevant customizing. Create a billing document in the CRM system and check for successful ERP transfer of accounting data. Create a follow–up service confirmation of type Confirmation.

Hint: This time a different item category is involved.Unit 5: Service Order Management CR700 6. 252 © 2009 SAP AG. 2009 . Try to create a billing document like you did before. Check the billing–relevance and the corresponding IMG documentation. All rights reserved.

Choose appropriate search criteria. Choose Search → Billing Due List Items. 253 . Choose button Individual Billing. All rights reserved. Choose button Continue. 1. a) Maintain the billing due list and create a billing document for the service confirmation your created earlier. Choose appropriate search criteria. Payer ID (or Sold–To Party): <number of ##Megastore> Choose Search. Continued on next page 2009 © 2009 SAP AG. Choose Save. Mark the line item corresponding to confirmation number from preceding exercise. Maintain the billing due list and create a billing document for the service confirmation your created earlier. In CRM WebClient UI choose Billing.CR700 Lesson: Service Billing Solution 12: Billing Task: Standard CRM service processes are CRM billing–relevant. Create a billing document in the CRM system and check for successful ERP transfer of accounting data.

Continued on next page 254 © 2009 SAP AG. You can use the hyperlink and display the documents. Once this Status is Transferred. Log on with ERP user/password! Hint: The transaction launcher together with Internet Transaction Server (ITS) functionality is used to display ERP accounting documents in WebClient UI environment. Observe the Transfer to Accounting Status in the Billing Document Details. Do you see accounting documents? Use the hyperlink and navigate to the billing document. In other systems: Please make sure that the entry ERP in the Define Transaction Launcher Logical Systems and URLs (/ncrms_ic_cross_sys) contains proper information. Check the document flow of the billing document. 2009 .Unit 5: Service Order Management CR700 2. the Assignment Block Follow–Up Transactions contains an Accounting document entry. All rights reserved. Do you see accounting documents? a) Check the document flow of the billing document.

2. Hint: 1. SA Process Cat. Continued on next page 2009 © 2009 SAP AG. Mark ZFSE [Invoice Service Transaction] and choose Details. Transfer to Acctg is not set! 4. Check in the Customizing of Billing Types why accounting documents have been created immediately. SAP Implementation Guide → Customer Relationship Management → Billing → Define Billing Item Categories Choose CRMB (CRM Billing). SVCP See details of relevant (which?) billing item category! Check in the Customizing of Billing Types why accounting documents have been created immediately. you have to analyze the relevant customizing. SVCM (also ZSRP) The relevant billing item category is SCN. The default Billing Type is: Invoice Service Transaction [ZFSE]. To answer this question. Mark SCN and choose Details. Choose Position. you have to analyze the relevant customizing. To answer this question. ZSEC Source Item Cat. All rights reserved. Observe that the flag No Autom. a) Transaction Type of service confirmation: ZSEC Item Categories within service confirmation: SVCM. SAP Implementation Guide → Customer Relationship Management → Billing → Define Billing Types Choose CRMB (CRM Billing). Enter ##Megastore as Sold–To Party and service product SRV6_1 with quantity 1 AU.CR700 Lesson: Service Billing 3. SAP Implementation Guide → Customer Relationship Management → Billing → Item Category Determination → Assign Item Categories Choose CRMB (CRM Billing). Optional (difficult): Create a new service order of type Service Process. 255 . 3.

Transaction ID: <your confirmation number> Mark your line item and choose button Release for Billing. a) See the previous solution if you need details how to create a follow–up service confirmation. All rights reserved. 2009 . Hint: This time a different item category is involved. 2. Your confirmation number should be in this list. a) 5. Check the billing–relevance and the corresponding IMG documentation. a) When searching for billing due list items with Transaction ID (= confirmation number. Change the status of the service order to Completed In the navigation bar choose Billing.Unit 5: Service Order Management CR700 Release and save the service order. Choose Billing → Billing Due List Items. Choose Search → Release for Billing. 256 © 2009 SAP AG. 6. Completion of the service order. Complete and save the confirmation. This is due to the fact that the item category of the confirmation item has a billing–relevance setting which is Transaction–Related Billing After Completion. Create a follow–up service confirmation of type Confirmation. See the previous solution for details how to create a billing document. Using the Release for Billing function. Transfer the service product and enter Lou Windham as executing service employee. Try to create a billing document like you did before. See the previous solution if you need details how to create a service order. you will not find your confirmation although you completed it. When using this billing–relevance two more things have to happen before a billing due list entry is created: 1.

CR700 Lesson: Service Billing Lesson Summary You should now be able to: • Create billing documents for services that have been performed. 257 . All rights reserved. 2009 © 2009 SAP AG.

2009 . You can display and evaluate costs and revenue for services. Expenses are updated to the profitability segment. Lesson Objectives After completing this lesson. Costs are updated only for delivery-related billing. you will be able to: • Describe the options for controlling integration. for example. All rights reserved. time sheet integration of confirmed working time and controlling integration (planned versus actual costs/revenues) can be set up. In this way. Figure 129: Controlling Integration You can use the integration of service and sales processes with Controlling in SAP Financials to transfer controlling-relevant data from CRM to an ERP system. Business Example SAP CRM Service offers several ERP integration options. Sales orders are billed using CRM Billing or ERP Billing. The service confirmation updates the costs for the consumption of resources either to the profitability segment or to the internal order. 258 © 2009 SAP AG. You would like to better understand those integration options. you can analyze the entire value flow (including costs and expenses) for services and sales orders. for each product category or service organization. Costs are either updated to the profitability segment or to the internal order. Logistics integration of service parts. Services are billed using CRM Billing.Unit 5: Service Order Management CR700 Lesson: Service Controlling Integration Lesson Overview This lesson gives an overview of both controlling and logistics integration.

2009 © 2009 SAP AG. 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. It corresponds to a market segment.CR700 Lesson: Service Controlling Integration Figure 130: Controlling Types The customer must make the settings for all transaction types in the Controlling Integration table. You can calculate the profitability of a profitability segment by comparing its sales revenues with its costs. organizational units and so on in the CRM System and must replicate these to SAP ERP. service organization. All rights reserved. All service transactions with the same CO-PA characteristics are assigned to the same profitability segment. Mass-Object-Controlling • • Costs and revenues are assigned directly to a profitability segment Analysis of goods sold and revenues in CO-Profitability Analysis (CO-PA) with original SAP CRM attributes. A profitability segment is an object within Profitability Analysis (CO-PA) to which costs and revenues are assigned.g. product category. In SAP BI you are able to evaluate the single service transaction even if you have chosen mass object controlling. e. A profitability segment in an operating concern is defined by a combination of characteristic values. The customer defines transactions types. 259 .

The controlling relevant characteristics are replicated to SAP ERP. Residence time 1 and 2 for the archiving CO partner update. overtime.Unit 5: Service Order Management CR700 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. the single object controlling level is defined for each relevant transaction type. Object class. and responsible service unit. You differentiate the calculation of costs by doing the following: – – Replicating the item category. and so on. Additional Features for Single Object Controlling • • • Planned Costs and Revenues Accounting Indicator Cockpit for Controlling Integration. All rights reserved. you have to define a controlling scenario. 260 © 2009 SAP AG. the service type. and the valuation type into ERP (based on the CRM customizing) and Defining some transformation in the Plug-In customizing. 2009 . Results analysis key Settlement profile. For the controlling type single object controlling. • It is possible to differentiate the calculation of costs for the following: – – • Special qualifications. service unit. • The following parameters are defined by the controlling scenario: – – – Pricing procedure. driving hours. such as for a specialist or apprentice Standard working time. In SAP ERP. Overhead key.

This function provides controlling functionality for internal orders. spare parts and expenses within a service order Comparison of planned and actual values on an internal order representing a service order. When you enter the account assignment. WBS element. and sales orders that already exist in SAP ERP. All rights reserved.CR700 Lesson: Service Controlling Integration Planned Costs and Revenues • • • Determination of planned costs including surcharges based on order planning for services. 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.g. no check is made to determine whether the account assignment object exists and can be posted to. 261 . Accounting Indicator • • • • Confirmation of used resources with information about the reason e. If you enter the account assignment at the header level. but is relevant for the Controlling process – Errors occurred during costing are only shown in the cockpit. You can enter the account assignment at the header or item level of the transaction. WBS elements. network activity or customer defined cost receivers via business add-in Additional controlling functions depending on receiver type. Costs and revenues are posted directly on these objects. warranty. Cockpit for Controlling Integration • Manages error messages that are only relevant for Controlling The internal order for a service order can be created. 2009 © 2009 SAP AG. – • • 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. No new account assignment objects are created. it is inherited by all items. All follow-up documents receive the account assignment of the preceding document. When the service order is released. This is irrelevant for the CRM process. spare parts and expenses Determination of planned revenues based on billable services. Supports the maintenance of master data and settlement rules for internal orders belonging to service orders or confirmations Integrates reporting for the controlling of internal orders. the settlement rule can not be created. sales order item. This account assignment cannot be changed.

and functional area. they are transferred into ERP as well.Unit 5: Service Order Management CR700 or when the service confirmation is entered. The Controlling Type and Controlling Level are defined for combinations consisting of a transaction type. the internal order is always created with the order type SAPS. There are several options: • • • • • No Controlling Mass-Object Controlling (profitability segment) Single-Object Controlling (internal order) on business transaction level Single-Object Controlling (internal order) on item level Controlling for Account Assignment If you assigned single-object controlling to the Controlling type. If you enter accounting indicators in the transaction. depends on the account assignment object. settlement profile. and a responsible service organization for a certain validity period. How this information is evaluated. a service organization. and therefore which functions are available. All rights reserved. The Controlling Scenario is needed for single object controlling and defines how the internal orders that are created from CRM are described. orders and confirmations) that you want to use for Controlling in ERP. 2009 . Figure 131: Controlling Integration Replication: You can replicate the characteristics of service processes (contracts. results analysis key. The following parameters are defined by the controlling scenario: costing sheet. the account assignment information is transferred into SAP ERP. 262 © 2009 SAP AG. For single-object controlling. you must also specify the Controlling Scenario. object class. overhead key.

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. All rights reserved. The movement type and special stock indicator created are dependent on transaction types and item categories. 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.CR700 Lesson: Service Controlling Integration Figure 132: 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. 263 . and service employee. Reservation • You can create a reservation after saving the service order. availability information from ERP is possible. • Availability-to-Promise Information for Service • During the service order creation. 2009 © 2009 SAP AG. service team.

Unit 5: Service Order Management CR700 264 © 2009 SAP AG. All rights reserved. 2009 .

a service confirmation and a billing document and analyze ERP integration. Note: Note the service order number. Do not assign a contract to your service order items! 1. Enter Sold–to Party ##Megatore. you will be able to: • Analyze a CRM service order process with respect to ERP CO integration • Analyze a CRM service order process with respect to ERP Logistics integration • Analyze a CRM service order process with respect to ERP Time Sheet integration. Observe details for the service item. Reserv [ZSR2]. Create the service order and change the item category of the service part item to Service Mat.CR700 Lesson: Service Controlling Integration Exercise 13: Optional Exercise: ERP Integration Exercise Objectives After completing this exercise. The following exercises are advanced and require quite a bit of ERP background knowledge! Task 1: Create a new service order of type Service Process [ZSE1]). description ##ERP service product SRV1_4 with quantity 1 AU and service part R–1130 with quantity 1 PC. Release and save the service order. All rights reserved. _________________ 2. 265 . Controlling Integration a) Where in Customizing do you find the general settings for controlling integration? Continued on next page 2009 © 2009 SAP AG. Business Example You would like to better understand the integration aspects within CRM service order processing. Therefore you create a service order.

Unit 5: Service Order Management CR700 In ERP find the internal order that was created from your CRM service order. b) How can the Total plan costs for OEM products consumed be derived? c) How can the Total plan costs for Dir. transfer both items and enter the following data: Continued on next page 266 © 2009 SAP AG. Where does this information come from? d) CRM Pricing. Where does this information come from? Activity Type 1410. 3. a) Create the follow–up confirmation of type Confirmation. Repair Hours be derived? d) How can the Total plan costs for Sales Revenues – Domestic be derived? Hint: Tips for solving the exercise: a) ERP Customizing via shortcut transaction! b) Plant 3800. Logistics Integration a) For which plant/storage location has a material reservation been created? b) What is the reservation number? c) Which IMG activity controls that a material reservation but not a purchase order is created for the service part item entered in the service order? Hint: a) CRM Customizing Logistics Integration.Activity Alloc. b) Change the Layout to include the Internal Order number. Confirm both the service and the service part item. c) CRM Customizing Logistics Integration Task 2: Create a follow-up service confirmation of type Confirmation [ZSEC]. __________________ Display the Cost Analysis. Where does the plant information come from? c) SAP Menu → Accounting → Controlling → Cost Center Accounting → Planning → Activity Output/Prices → Change. All rights reserved.Int. 2009 . Note: Note the number of the internal order. 1. Cost Center 4100.

Continued on next page 2009 © 2009 SAP AG. b) Observe the Actual Duration of 30 Minutes and the (order) Quantity of 1. b) When looking at the time sheet of Lou Windham. Logistics Integration a) Where in Customizing do you find the Logistics Scenario for Material Withdrawal? Which entry is relevant for this exercise? b) Where in Customizing do you find the information which storage location is assigned? c) Check the Stock Overview for material R–1130 and plant 3800. All rights reserved. __________________ c) Which Personnel Number is assigned to Lou Windham? 2. Change the current Layout and add the fields Order and Reservation to the Position. Mark the VAN1: Windham storage location and choose Environment → Material Movements. c) How many hours have been confirmed? 3. 267 . Cross Application Time Sheet (CATS) Integration a) Which Data Entry Profile is used when confirming time in CRM? Check in customizing. do you find the time that was entered due to the creation of the confirmation in the preceding exercise? Use the date and the internal order number to identify your entry. Go back to the confirmation details and change the Status to Completed. Note: Note the service confirmation number.CR700 Lesson: Service Controlling Integration Description: Executing Service Employee: ##ERP_CONF 400440 (Lou Windham) Go into the details of the service item SRV1_4.

All rights reserved. Do you observe a difference? How do you explain the Total actual costs? b) Transfer the time sheet data to controlling. b) Perform an Individual Billing and before you save the billing document observe the quantity of the service item. the document number is 1653 (corresponding to internal order 501152). in the following screen. 4. 4) Execute the selection. 2) Check the flag Test run! 3) Enter the Personnel number of Lou Windham.g. 2009 . Do you observe a difference? Task 3: Create a CRM billing document for your service confirmation. remove the Test run flag and execute the transfer. a) Search for Billing Due List Items and use the Sold–To Party ID as search criteria. 1. enter the Document number. Controlling Integration. 5) Change the current layout and add the field Receiver Order to the list. Controlling Integration a) Display the internal order and check the Cost Analysis again. E. 2. c) Display the internal order and check the Cost Analysis again. Hint: a) ERP Customizing via shortcut transaction! b) CRM Customizing! c) SAP Menu → Logistics → Materials Management → Physical Inventory → Environment → Stock → Stock Overview [transaction /nmmbe]. 7) Go back to the selection screen. Make sure that you only transfer the time corresponding to your service confirmation. 6) Identify the document number that corresponds to your internal order. Therefore do the following: 1) Start transaction SAP Menu → Human Resources → Time Management → Time Sheet → Transfer → Accounting [CAT7].Unit 5: Service Order Management CR700 Find the material document that corresponds to your service confirmation. Continued on next page 268 © 2009 SAP AG.

Do you observe a difference? 2009 © 2009 SAP AG. All rights reserved.CR700 Lesson: Service Controlling Integration Display the internal order and check the Cost Analysis again. 269 .

Create the service order and change the item category of the service part item to Service Mat.Unit 5: Service Order Management CR700 Solution 13: Optional Exercise: ERP Integration Task 1: Create a new service order of type Service Process [ZSE1]). All rights reserved. 2009 . Do not assign a contract to your service order items! 1. Enter Sold–to Party ##Megatore. Reserv [ZSR2]. Continued on next page 270 © 2009 SAP AG. description ##ERP service product SRV1_4 with quantity 1 AU and service part R–1130 with quantity 1 PC. Observe details for the service item.

271 .CR700 Lesson: Service Controlling Integration Release and save the service order. Save the service order. Note: Note the number of the internal order. Choose Contact Person Mr. Note: Note the service order number. Choose Transaction Type Description Service Process and enter the following data: Description: Sold–To Party: Choose ENTER. __________________ Continued on next page SRV1_4 1 (AU) R-1130 1 (PC) ##ERP ##Megastore 2009 © 2009 SAP AG. In the Assignment Block Items enter the following items: Product ID: Quantity: Product ID: Quantity: Choose ENTER. 2. _________________ a) In the CRM WebClient UI choose Service Orders. All rights reserved. Controlling Integration a) Where in Customizing do you find the general settings for controlling integration? In ERP find the internal order that was created from your CRM service order. Note: Note the service order number. Change the Status to Released. Peter ##Finger. Choose Create → Service Orders. Change the Item Category of the service part item R-1130 to Service Mat. Reserv.

In ERP find the internal order that was created from your CRM service order. b) How can the Total plan costs for OEM products consumed be derived? c) How can the Total plan costs for Dir. Repair Hours be derived? d) How can the Total plan costs for Sales Revenues – Domestic be derived? Hint: Tips for solving the exercise: a) ERP Customizing via shortcut transaction! b) Plant 3800. 2009 . Cost Center 4100. Controlling Level. Where does the plant information come from? c) SAP Menu → Accounting → Controlling → Cost Center Accounting → Planning → Activity Output/Prices → Change.com Components → Customer Relationship Management → Settings for Service Processing → Controlling Integration → Establish Controlling Type.Int.Activity Alloc. Continued on next page <your service order number> 272 © 2009 SAP AG. Where does this information come from? Activity Type 1410. Where does this information come from? d) CRM Pricing. and Controlling Scenarios The second entry shows that currently Single–Object Controlling is active independent of CRM organizational data and independent of CRM Transaction Types. SAP Menu → Accounting → Controlling → Internal Orders → Master Data → Special Functions → Order → Display [/nKO03] Choose the Value Help (F4) and change to Internal Order Created from CRM Service. All rights reserved.Unit 5: Service Order Management CR700 Display the Cost Analysis. Business Transaction: Start the search. a) General settings can be found in ERP Customizing SAP Customizing Implementation Guide → Integration with Other mySAP. Note: Note the number of the internal order.

Choose Menu Extras → Cost Analysis. The field Price control contains parameter S (= Standard price) which is USD 15. 273 .00. Mark Accounting 1. Choose Continue. b) The plan costs for the service part item R–1130 can be derived when looking at the material master accounting data (Plant 3800) SAP Menu → Logistics → Sales and Distribution → Products → Material → Other Material → Display [/nmm03]. c) SAP Menu → Accounting → Controlling → Cost Center Accounting → Planning → Activity Output/Prices → Change Controlling Area: Choose ENTER.CR700 Lesson: Service Controlling Integration __________________ Display the Cost Analysis. 2000 Continued on next page 2009 © 2009 SAP AG. All rights reserved. Choose button Master Data. Material: R–1130 Choose button Select Views. Plant: 3800 Hint: The relevant plant is derived from here SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Service Transactions → Integration → Logistics Integration → Assign Plant and Storage Location to Service Organizational Units. For Service Organization O 50004982 (Service US). Choose Continue. plant 3800 is assigned.

2009 .Unit 5: Service Order Management CR700 Version: From period: To period: Fiscal year: Cost Center: Activity Type: Choose ENTER. Check the sales prices of both products SRV1_4 and R-1130 (e. 0 01 12 <this year> 4100 1410 Choose Overview Screen ( ). All rights reserved. This is due to the fact that a Duration of 30 minutes was defaulted from the service product SRV1_4 into the service order item details. d) How can the Total plan costs for Sales Revenues – Domestic be derived? The CRM service order pricing calculates a net value of USD 74. The sum of Fixed price and Variable price equals USD 19.g. the value there equals half of the value you just found.00.80. When looking at the Cost Analysis of the internal order. in product master). 3. Logistics Integration a) For which plant/storage location has a material reservation been created? b) What is the reservation number? Continued on next page 274 © 2009 SAP AG.

275 . Transaction Type ZSE1 (Service Process) and Item Category ZSR2 (Service Mat. c) CRM Customizing Logistics Integration a) SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Service Transactions → Integration → Logistics Integration → Assign Plant and Storage Location to Service Organizational Units. All rights reserved.) independent of Organizational Units lead to a (material) Reservation. R–1130 3800 Observe the number of reserved parts for storage location 0001. plant 3800 and storage location 0001 is assigned. In ERP: SAP Menu → Logistics → Materials Management → Inventory Management → Environment → Stock → Stock Overview [transaction MMBE]. Reserv. You can identify your reservation once the field Order is included into the Layout of this list! c) SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Service Transactions → Integration → Logistics Integration → Define Logistics Scenario for the Procurement of Materials and Services. Mark the line 0001 Warehouse 0001 and choose menu Environment → Reservation. For Service Organization O 50004982 (Service US) and independent of the Service Team and Service Employee. b) Change the Layout to include the Internal Order number. Continued on next page 2009 © 2009 SAP AG. Material: Plant: Choose Execute ( b) ).CR700 Lesson: Service Controlling Integration c) Which IMG activity controls that a material reservation but not a purchase order is created for the service part item entered in the service order? Hint: a) CRM Customizing Logistics Integration.

All rights reserved. Go back to the confirmation details and change the Status to Completed. 2009 . 1. b) Observe the Actual Duration of 30 Minutes and the (order) Quantity of 1. __________________ Continued on next page 276 © 2009 SAP AG. a) Create the follow–up confirmation of type Confirmation. Note: Note the service confirmation number. Confirm both the service and the service part item. transfer both items and enter the following data: Description: Executing Service Employee: ##ERP_CONF 400440 (Lou Windham) Go into the details of the service item SRV1_4.Unit 5: Service Order Management CR700 Task 2: Create a follow-up service confirmation of type Confirmation [ZSEC].

Choose Service Confirmation → Confirmation. Choose Search → Employees. b) When looking at the time sheet of Lou Windham. Choose button Create Follow–Up. Description: Executing Service Employee: ##ERP_CONF 400440 (Lou Windham) Go into the details of the service item SRV1_4. All rights reserved. In the Assignment Block Items choose Actions → Edit ( item SRV1_4. do you find the time that was entered due to the creation of the confirmation in the preceding exercise? Use the date and the internal order number to identify your entry. 2. Find Lou Windham and go into the details. Note: Note the service confirmation number. The corresponding Personnel Number is 10451. In the Select Items dialog mark both items.CR700 Lesson: Service Controlling Integration c) Which Personnel Number is assigned to Lou Windham? a) Search for your service order and display it. ) for line Continued on next page 2009 © 2009 SAP AG. Choose Choose. b) Choose Back. Choose Save. c) Choose Accounts & Products. Cross Application Time Sheet (CATS) Integration a) Which Data Entry Profile is used when confirming time in CRM? Check in customizing. 277 . Choose Status → Completed.

Change the current Layout and add the fields Order and Reservation to the Position. The Data Entry Profile is ISP_SM. 0. Mark the VAN1: Windham storage location and choose Environment → Material Movements. Continued on next page 278 © 2009 SAP AG. All rights reserved.com Components → Customer Relationship Management → Settings for Service Processing → Time Sheet Integration → Assign Data Entry Profile. 2009 . Logistics Integration ).Unit 5: Service Order Management CR700 c) How many hours have been confirmed? a) ERP Customizing SAP Customizing Implementation Guide → Integration with Other mySAP.5 Hours (= Duration of 30 minutes) have been confirmed. b) SAP Menu → Human Resources → Time Management → Time Sheet → CATS Classic → Display Working Times [/ncat3] Data Entry Profile: ISP_SM Personnel Number: 10451 Choose Display Times ( c) 3. a) Where in Customizing do you find the Logistics Scenario for Material Withdrawal? Which entry is relevant for this exercise? b) Where in Customizing do you find the information which storage location is assigned? c) Check the Stock Overview for material R–1130 and plant 3800.

CR700 Lesson: Service Controlling Integration Find the material document that corresponds to your service confirmation. Transaction Type ZSEC [Confirmation]. ChooseCustomer Relationship Management → Settings for Service Processing → Logistics Integration → Create and Change Logistics Scenario for Material Withdrawal. c) SAP Menu → Logistics → Materials Management → Physical Inventory → Environment → Stock → Stock Overview [transaction /nmmbe]. Controlling Integration Continued on next page ). Hint: a) ERP Customizing via shortcut transaction! b) CRM Customizing! c) SAP Menu → Logistics → Materials Management → Physical Inventory → Environment → Stock → Stock Overview [transaction /nmmbe]. Item Category SVCM [SAP Confirmation Service Material Item] and Service Organization Service US lead to Logistics Scenario Plant / Storage Location! b) SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Service Transactions → Integration → Logistics Integration → Assign Plant and Storage Location to Service Organizational Units. 4. Mark the line 1500 VAN1: Windham and choose menu Environment → Material Movements. 2009 © 2009 SAP AG. Cange the current Layout and add the fields Order and Reservation to the Position. In the Hidden fields block find Reservation and move it to the selected fields. a) In ERP enter transaction /nscrm. Choose Copy. 279 . With your reservation number from a preceding exercise you should be able to identify your material document. The entry including the Service Employee [Personnel Number!] 10451 leads to Plant 3800 and Storage Location 1500. All rights reserved. Choose Current Display Variant ( Choose button Position.

Unit 5: Service Order Management

CR700

a) Display the internal order and check the Cost Analysis again. Do you observe a difference? How do you explain the Total actual costs? b) Transfer the time sheet data to controlling. Make sure that you only transfer the time corresponding to your service confirmation. Therefore do the following: 1) Start transaction SAP Menu → Human Resources → Time Management → Time Sheet → Transfer → Accounting [CAT7]. 2) Check the flag Test run! 3) Enter the Personnel number of Lou Windham. 4) Execute the selection. 5) Change the current layout and add the field Receiver Order to the list. E.g. in the following screen, the document number is 1653 (corresponding to internal order 501152). 6) Identify the document number that corresponds to your internal order. 7) Go back to the selection screen, enter the Document number, remove the Test run flag and execute the transfer.

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Lesson: Service Controlling Integration

c) Display the internal order and check the Cost Analysis again. Do you observe a difference? a) Due to the completion of the service confirmation, a goods issue has been posted. Total actual costs for one piece of R–1130 can be observed. 1) Start transaction SAP Menu → Human Resources → Time Management → Time Sheet → Transfer → Accounting [CAT7]. 2) Check the flag Test run! 3) Enter the Personnel number of Lou Windham. Personnel Number: 10451

b)

4) Execute the selection. 5) Change the current layout and add the field Receiver Order to the list. Choose Current Layout ( ). In the Hidden fields block find Receiver Order and move it to the selected fields. Choose Copy. Find your Document Number using the Receiver Order (internal order) number. 6) Identify the document number that corresponds to your internal order. Find the four digit number next to the posting date. 7) Go back to the selection screen, enter the Document number, remove the Test run flag and execute the transfer. c) This time Total actual costs for Repair Hours are available!

Task 3:
Create a CRM billing document for your service confirmation. 1. a) Search for Billing Due List Items and use the Sold–To Party ID as search criteria.

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b) Perform an Individual Billing and before you save the billing document observe the quantity of the service item. a) In CRM WebClient UI choose Billing. Choose Search → Billing Due List Items. Sold–To Party: Choose Search. b) Mark the line item corresponding to confirmation number from preceding exercise. Choose button Individual Billing. Choose button Continue. Navigate to the (temporary) Billing Document using the hyperlink Bill. Doc. ID. The order quantity of the service item SRV1_4 is 1 AU! This quantity was transferred from the quantity of the service confirmation item and is not correlated to the Duration (of 30 minutes). Choose Back. Choose Save. 2. Controlling Integration. Display the internal order and check the Cost Analysis again. Do you observe a difference? a) The Cost Analysis of your internal order now contains Total actual costs for Sales Revenues – Domestic. <number of ##Megastore>

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Lesson: Service Controlling Integration

Lesson Summary
You should now be able to: • Describe the options for controlling integration.

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Unit Summary

CR700

Unit Summary
You should now be able to: • Understand the concept of CRM service orders • Explain basic and advanced functions of CRM service orders • Understand integration aspects of the CRM service order with SAP ERP • Understand the Resource Planning Application • Personalize the Resource Planning Application • Create Assignments within the Resource Planning Application • Understand the concept of CRM service confirmations • Explain basic functions of CRM service confirmations • Describe the integration aspects of CRM service confirmations with SAP ERP • Create an amount allocation for services that have been performed. • Create billing documents for services that have been performed. • Describe the options for controlling integration.

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Unit 6
Complaints and Returns
Unit Overview
This unit introduces basic information on Complaints and Returns management.

Unit Objectives
After completing this unit, you will be able to: • • • Describe the options for complaints handling Describe the options for returns processing. Perform the customizing settings for complaints and returns.

Unit Contents
Lesson: Complaints and Returns Processing...............................286 Exercise 14: Complaints Processing and Customizing ...............297 Lesson: Complaints and Returns Customizing .............................306 Exercise 15: Complaints Customizing ................................... 311

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Lesson: Complaints and Returns Processing
Lesson Overview
This lesson introduces standard Complaints and Returns documents in SAP CRM. The focus will be put on the application and standard features are introduced.

Lesson Objectives
After completing this lesson, you will be able to: • • Describe the options for complaints handling Describe the options for returns processing.

Business Example
• • • 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.

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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287 . Complaints can either be product-related or have no reference to products. services. • • • • 2009 © 2009 SAP AG.CR700 Lesson: Complaints and Returns Processing Figure 133: Two Options: Complaints and Returns In complaints processing. complaints with reference to billing documents. create complaints or replacements as follow-up transactions. and in-house repair orders always refer to a product. such as Microsoft Office documents for full details. You can use complaints and returns in both sales and service. and specifying other logical next steps. All rights reserved. and in-house repair orders for products. Automatic business partner determination. and view status of outstanding complaints. returns. or deliveries with which customers are dissatisfied. creating a return. returns. Features of the Complaint and Return documents: • Actions can automatically be started or can be triggered by the user clicking a push-button within the item details to launch follow-up documents to handle sending a replacement. Complaints with reference to billing documents. you can create complaints. creating a credit memo. Integrated with the Interaction Center so that an agent can quickly view prior transactions with customers. Complaints and Returns are also integrated with CRM Web Channel (Internet Customer Self-Service). Linking of attachments.

288 © 2009 SAP AG.g. you can use actions to • • • • • generate a (sub-) items of type credit memo request generate a (sub-) items of type debit memo request items generate a (sub-) items of type return request item create a quality notification in ERP create a CRM document e. based on predefined planning and start conditions. 2009 .Unit 6: Complaints and Returns CR700 Figure 134: Complaints Process You can create complaints with or without reference to a sales transaction or a service process. You can specify the reason for the complaint using multilevel categorization. Sub-items can be created by actions triggered either manually or by the system. From the complaint. All rights reserved. of type task.

an employee can enter a reason for creating the return. or a customer-specific action. A returns item can be made by copying from the preceding document. As with the complaint. Activities can be triggered such as a credit memo. A credit memo transfers billing relevant items to CRM Billing. A returns order is generated in the ERP system when a returns item is created in the CRM system. All rights reserved. Employees can also create tasks which may be assigned to another employee to complete. a spare parts delivery. 289 . Customer data is entered at the header and additional business partners are determined using partner determination. The number of the ERP sales order and the number of the CRM return is the same. 2009 © 2009 SAP AG. A goods receipt can be posted in ERP to this sales order. This can be done with or without reference to an existing document. The employee creates a return in the CRM system.CR700 Lesson: Complaints and Returns Processing Figure 135: Returns Process The process begins when returned goods are received or a customer asks to return goods.

All rights reserved. The sales order contains the same number and item category as the document in CRM. Quality notifications are often used for internal processes.Unit 6: Complaints and Returns CR700 Figure 136: Examples of Standard Actions Credit and Debit Memos are created in CRM Billing and the relevant controlling objects are created. Service parts delivery automatically creates a sales order in the SAP ERP to which a delivery and goods issue can be posted. 290 © 2009 SAP AG. 2009 . such as stopping outbound deliveries. A quality notification can be created from the complaint header or line item and is integrated with the assigned ERP system. The ultimate goal is to introduce processes to improve the quality of the product. or for external processes such as informing suppliers that goods should be returned.

Categorization: You can use categorization to define predefined content. the system can automatically assign this contract. For example.CR700 Lesson: Complaints and Returns Processing Figure 137: Additional Complaint and Return Functions In addition to the functions mentioned on the figure above. The system copies the data. such as causes of damage. including price agreements. All rights reserved. there are more functions available within complaints and returns processing. or the date by which a decision must be made. from the assigned contract to the complaint transaction. dates can be automatically displayed according to the parameters of the Service Level Agreement associated with the relevant contract item. the date of the first response. which makes complaint entry faster and allows automatic analysis. These dates can be used for monitoring and escalating complaints. If there is only one valid contract. • Contract determination: You can set up an automatic search for valid customer contracts that the system runs when you create a complaint item. Status tracking: You can use the search to monitor complaint processing by checking the status. The system then displays a list of valid contracts from which you can select the desired contract. You can either enter dates manually or let the system enter them automatically. Manual or automatic date assignment: You can enter dates in the complaint. Entry of counter readings: You can enter counter readings for installed base components in complaint headers and complaint items • • • • 2009 © 2009 SAP AG. This method allows you to have an overview of all complaints at any time. for example. 291 .

the selected items from the reference document are copied into the complaint/return document according to the defined copying rules. products. You can also create a reference on item level. Once you have specified in Customizing that references to business objects are allowed for your complaint transaction type. BAdI-Definition: CRM_COPY_BADI_EXTERN. partners.Unit 6: Complaints and Returns CR700 Figure 138: Reference Documents You can create complaints directly from the items in a sales transaction or service process. you can refer to the following business objects: CRM billing transaction Product service letter Marketing campaign Transactions in integrated systems. All rights reserved. quantities. To reference to more than one CRM Billing document is only possible when using a mass controlling scenario. This simplifies the creation of complaints since all data (such as. 2009 . the system prompts you to enter a reference object when creating a complaint. 292 © 2009 SAP AG. or delivery transactions in another inventory management system. You can then select the individual items from the reference object to be copied into the complaint transaction. and prices) is transferred from the preceding transaction. You can add information to an existing complaint document by creating a reference to one or more documents. When you create a new complaint. When you reference items. such as billing transactions or delivery transactions in SAP ERP.

you can enter serial numbers manually. and how validation of a serial number entered in a document should occur. To do so. As you enter the product. returns. you can use the Serial Number field in assignment block Reference Objects. The serial number information is replicated from SAP CRM to the mobile client as part of the product master data. depending on the value in field Serial No. Also check the lesson Data Exchange of Technical Objects. attribute SERIALNO_PROCESSING within products and refer to SAP Note 824780 for more details also with respect to data exchange between ERP and CRM. and in-house repair orders. returns. and in-house repair orders in the CRM WebClient UI.CR700 Lesson: Complaints and Returns Processing Figure 139: Reference Objects and Serial Number Integration You can enter serial numbers for products and service parts within the context of complaints. For items in complaints. The serial numbers specified can be validated and in the interest of logistics integration. Use set type CRM_SERIALNUM. the system checks whether serial numbers can be entered or must be entered. replicated to SAP ERP Central Component (SAP ERP). 293 . 2009 © 2009 SAP AG. The serial number information indicates whether a serial numbers are relevant for a certain product. All rights reserved. Processing ID.

You can use warranty information to make decisions about subsequent actions that need to be taken. Prerequisite is a reference to a service order. You can define whether the user should get an error or information message when increasing the maximum quantity displayed. sales order. the system also displays the maximum quantity of a product or service that can be entered. For new complaint or return items. 2009 .Unit 6: Complaints and Returns CR700 Figure 140: Warranty Determination and Quantity Check Warranty Check • • An automatic check determines whether a warranty exists for customer-specific objects. or billing document. • • • • An automatic check prevents the entry of complaints for more products or services than have actually been sold to a customer. The warranty check is based on: – – Maintained warranty conditions for the object or installed base component Manually maintained delivery date • Check against original quantities for referenced documents. All rights reserved. 294 © 2009 SAP AG. For example you might want the system to automatically create a return item if a warranty exists.

The analyst approves the manual investigation item. and process them at the research. based on information provided by the researcher. or if automatic processing should not take place for certain defined criteria. An investigation allows you to filter out critical documents such as complaints. analyst. • • • • • 2009 © 2009 SAP AG. product B. returns. The system determines the employees responsible and forwards the document to them. The system can use the automatic execution of business rules to automatically decline or release complaints or returns. and determines that the complaint item for product A has to be investigated manually. The system determines the manual approval process and the partners involved (researcher. the document is transferred to a workflow for investigations. The researcher is responsible for providing additional information for manually investigating Product A. 295 . and product C. the system approves the complaint item for product C. and approval processing levels. All rights reserved. rejects the complaint item for product B.CR700 Lesson: Complaints and Returns Processing Figure 141: Investigation This slide shows you the more detailed sequence of the manual investigation process: • First of all. If the circumstances are unclear according to defined criteria. The system validates the complaint items. Only items with manual investigation status have to be processed and will be forwarded to a researcher. which updates the status of the complaint item for Product A. approver) for complaint item product A. but is not allowed to approve an item. or used part returns. In the example. the customer creates a complaint with three complaint items for product A. The end result is that the documents are approved or declined. The approver then sets the final approval. analysis..

This quantity is the order quantity. All rights reserved. RMA action profile is RMA_ITEM which contains RETURN_ITEM_RMA (returns authorization attachment) creates item category RAIN. Authorization checking is supported by a warranty check and a reference to an existing CRM sales order. together with the number of the sub-item.Unit 6: Complaints and Returns CR700 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. The number of the return or complaint. • • 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. which is also available in SAP ERP. Within a complaint with reference to a billing document. 2009 . A scrapping authorization can also be created by a separate action. 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. the returns authorization item is replicated to SAP ERP Central Component (SAP ERP) for the purpose of logistics processing. results in the unique returns material authorization (RMA) number. a return authorization document can be created with data for the physical return. After releasing the returns authorization item and saving the document in SAP CRM. – – This returns authorization is triggered by actions It contains the physical quantity expected. supports the RMA number A returns authorization item that contains the data for the physical return is created for the returns request item. • • • • 296 © 2009 SAP AG. The unique CRM complaint/return number. 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. an invoice correction request item is also created as a sub-item for the returns authorization item. if the returns authorization item has an invoice correction. which you can change if necessary. Returns Authorization Attachment Additionally.

00 in the Assignment Block Items? Hint: Check customizing settings on item category level. 1. 297 . A keyboard that was recently bought has a malfunction. Business Example Customers are complaining about products and services they received from our company. Which item category was determined for your complaint item? 2. In parallel you make yourself familiar with complaints customizing. You would like to create a complaints transaction to document the problems. High priority and enter one piece of product R-1130. you will be able to: • Create and process a complaints documents • Analyze complaints customizing. All rights reserved. Why does the field Net Value in the Assignment Block Complaint Details contain 0. Peter ##Finger of your customer ##Megastore informs you about a product problem. Task 1: Mr. Create a complaint of type Complaint [CRMC] for your customer ##Megastore with description ##Complaint.00 USD although you can observe a value of USD 24. Go into the Sales details! 4. Can you derive why the Requested End time in the complaint header details is twelve hours in the future? Use a SAP GUI mode to analyze Date Management Customizing. 2009 © 2009 SAP AG.CR700 Lesson: Complaints and Returns Processing Exercise 14: Complaints Processing and Customizing Exercise Objectives After completing this exercise. Create a Credit Memo (sub–item) using an action button. Hint: You have to mark the complaint line item in order to see possible buttons! Which item category was determined? Continued on next page 3.

In the WebClient UI search for a Billing Due List item belonging to your complaint which you created earlier. Can you explain why this Status is set? Use a SAP GUI mode to analyze Customizing of billing item categories.Unit 6: Complaints and Returns CR700 5. Task 2: Create a billing document (Credit Memo) for your customer. 6. All rights reserved. Release and save your business transaction. Perform an Individual Billing and create a billing document. Optional: Create a Quality Notification in ERP using the action functionality on the item level. 1. What is the Billing Status of your Billing Due List item? 2. You can use the field Transaction ID. 3. Make a note of the business transaction number of your complaint. Which billing type is relevant? Why? 298 © 2009 SAP AG. In the WebClient UI application release the Billing Block and observe the new status. Transaction Created By or Sold–To Party ID as search criteria. 2009 .

Peter ##Finger of your customer ##Megastore informs you about a product problem. All rights reserved. Description: Sold–to Party: ##Complaint ##Megastore Choose ENTER. High priority and enter one piece of product R-1130. A keyboard that was recently bought has a malfunction. 1. 299 . Choose Contact Person Mr. Create a complaint of type Complaint [CRMC] for your customer ##Megastore with description ##Complaint. Continued on next page 2009 © 2009 SAP AG. Priority: Product: Quantity: High R–1130 1 Which item category was determined for your complaint item? The item category (description) is Complaints. Choose Create → Complaint Choose Transaction Type Description Complaints [CRMC]. Peter ##Finger.CR700 Lesson: Complaints and Returns Processing Solution 14: Complaints Processing and Customizing Task 1: Mr. Which item category was determined for your complaint item? a) Choose Complaints & Returns.

2009 . The technical id of the date profile assigned to this transaction type is ZCOMPLAINT. In the details of it. the duration of 12 Hours is maintained. Check the details of date rule ZSRV_COMPL (Complaints Rule). See the Details for Transaction Type CRMC [Complaints]. SAP Implementation Guide → Customer Relationship Management → Basic Functions → Date Management → Define Date Profile. the duration ZSRV_RF_DURA is used to calculate the date/time! Continued on next page 300 © 2009 SAP AG. a) SAP Implementation Guide → Customer Relationship Management → Basic Functions → Date Management → Assign Date Profile to Transaction Type. The date profile ZCOMPLAINT contains the duration ZSRV_RF_DURA.Unit 6: Complaints and Returns CR700 2. Within the XML definition of this date rule. Can you derive why the Requested End time in the complaint header details is twelve hours in the future? Use a SAP GUI mode to analyze Date Management Customizing. All rights reserved. The date profile ZCOMPLAINT contains the data type SRV_CUST_END which contains a date rule Complaints Rule (ZSRV_COMPL). SAP Implementation Guide → Customer Relationship Management → Basic Functions → Date Management → Define Date Types. Duration Types and Date Rules.

Hint: You have to mark the complaint line item in order to see possible buttons! Which item category was determined? a) In the Assignment Block Items choose Actions → Edit. 4. In the Pricing Data section observe field Statist. Optional: Continued on next page 2009 © 2009 SAP AG. Optionally you can go to Assignment Block Scheduled Actions and schedule a new action Credit Memo. The setting No cumulation – Values can be used statistically is the reason for the behavior. Why does the field Net Value in the Assignment Block Complaint Details contain 0. SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Categories Find and mark item category Complaints (= COMP). All rights reserved.00 USD although you can observe a value of USD 24. Value. Choose button Credit Memo. In the structure tree on the left double–click Assignment of Business Transaction Categories. In the structure tree on the left double–click Customizing Item.CR700 Lesson: Complaints and Returns Processing 3.00 in the Assignment Block Items? Hint: Check customizing settings on item category level. Create a Credit Memo (sub–item) using an action button. 5. A second item (a sub–item) has be created via the action. Which item category was determined? The item category (description) is Credit Memo. Mark Sales. Go into the Sales details! a) The reason for this behavior is a special pricing setting on item category level (business transaction category Sales). 301 .

Unit 6: Complaints and Returns CR700 Create a Quality Notification in ERP using the action functionality on the item level. In the WebClient UI search for a Billing Due List item belonging to your complaint which you created earlier. 6. Release and save your business transaction. You can use the field Transaction ID. a) Choose Status → Released. Choose Search → Billing Due List Items. Check the Assignment Block Transaction History for the Quality Notification number. Transaction Created By or Sold–To Party ID as search criteria. What is the Billing Status of your Billing Due List item? The Billing Status is Blocked. Save the complaint document. Continued on next page <your complaint number> 302 © 2009 SAP AG. All rights reserved. Leave this browser session open. Using the Back button go back to the complaint header data. 1. Transaction ID: Choose Search. Make a note of the business transaction number of your complaint. What is the Billing Status of your Billing Due List item? a) Choose Billing. In the Assignment Block Scheduled Actions (Personalization!) choose button Schedule New Actions. a) In the Assignment Block Items for your complaint item choose Actions → Edit. Task 2: Create a billing document (Credit Memo) for your customer. Mark the action Quality Notification and choose button Schedule. Choose Back. 2009 . In the Assignment Block Scheduled Actions choose Actions → Execute.

In the WebClient UI application release the Billing Block and observe the new status. Find G2N and check the details. Choose Application CRMB (CRM Billing). Can you explain why this Status is set? Use a SAP GUI mode to analyze Customizing of billing item categories. This billing block is responsible for the status you observed! SAP Implementation Guide → Customer Relationship Management → Billing → Item Category Determination → Assign Item Categories. Item Category G2N has short description Credit Memo which was determined in your complaint document (see previous exercise). CRMC [Complaint]. All rights reserved. open the complaint document. Find the entries with Source Process Cat. The second billing block comes from a default setting in the billing item category. SAP Implementation Guide → Customer Relationship Management → Billing → Define Billing Item Categories Choose Application CRMB (CRM Billing). Use the value–help (F4) of field Source Item Category. 3.g. Continued on next page 2009 © 2009 SAP AG. The flag Billing Block is set! Leave this screen open. In this case. 303 . One can be set manually in the document (e. billing item category G2N is assigned / relevant. choose Assignment Block Billing and observe button Block All Items).CR700 Lesson: Complaints and Returns Processing 2. a) There are two kinds of billing blocks in SAP CRM.

See customizing of billing item category G2N. Which billing type is relevant? Why? a) In the WebClient UI mark you billing due list item and choose button Release Billing Block. Choose button Save. 2009 . The Billing Status changed to To Be Processed.Unit 6: Complaints and Returns CR700 Perform an Individual Billing and create a billing document. All rights reserved. 304 © 2009 SAP AG. Choose button Continue. Perform an Individual Billing and create a billing document. Billing Type Credit Memo has been determined. Which billing type is relevant? Why? Mark your billing due list item and choose button Individual Billing. The billing type G2 (=Credit Memo) is set as default billing type.

305 .CR700 Lesson: Complaints and Returns Processing Lesson Summary You should now be able to: • Describe the options for complaints handling • Describe the options for returns processing. All rights reserved. 2009 © 2009 SAP AG.

2009 .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 306 © 2009 SAP AG. Lesson Objectives After completing this lesson. Business Example You would like to configure Complaints and Returns specific transaction types and item categories.Unit 6: Complaints and Returns CR700 Lesson: Complaints and Returns Customizing Lesson Overview This lesson introduces Complaints and Returns related customizing settings. Since it is easily possible to trigger follow-up processes from those documents. you will be able to: • Perform the customizing settings for complaints and returns. All rights reserved. you will focus on settings related to action processing. Figure 142: Complaints and Returns: Customizing The transaction types and item categories for complaints and repairs are predefined as follows in the standard 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) .

For the WebClient UI. COMPLAINT is assigned to transaction type CRMC for complaints. The item category usage can be a parameter within the details of an action definition (or within the condition maintenance of actions). 2009 © 2009 SAP AG. 307 . you can define pushbuttons for each action within an action profile. and the main item category. If they do not meet your requirements. you can do the following: • • • • Create an action profile with action definitions Define the attributes of the actions in the action definitions. COMPLAINT_ITEM is assigned to item category COMP A Wizard in Customizing helps you create action profiles and actions.CR700 Lesson: Complaints and Returns Customizing The item category for the sub-items is determined by the transaction type. Figure 143: Customizing Actions In Action customizing. • Customer Relationship Management → Transactions → Settings for Complaints → Define Pushbuttons for Actions. the item category group (from the product master). All rights reserved. the usage (from the action definition). such as the processing time or whether the action may be changed in the document Define conditions (schedule and start conditions) for action types Assign the action profile to the relevant transaction type and item category Action profiles COMPLAINT and COMPLAINT_ITEM are delivered by SAP. you can define your own actions.

You set the initial value for the notification type which has been set up in the SAP ERP system.Unit 6: Complaints and Returns CR700 Figure 144: Quality Notification Action Configuration Quality notifications are created from the action containing the method QM_NOTIFICATION. Other parameters that can be passed are: RFC_DEST and TEXT_ID. Figure 145: Customizing for Reference Documents IMG → CRM → Transactions → Basic Settings → Define Transaction Type IMG → CRM → Transactions → Settings for Complaints → Integration → Transaction Referencing → Business Add-Ins for Document Referencing 308 © 2009 SAP AG. 2009 . All rights reserved.

309 . 2 = Define object types for document referencing 3 = Assign business object type to transaction type. All rights reserved. 2009 © 2009 SAP AG.CR700 Lesson: Complaints and Returns Customizing 1 = Set the transaction type to be able to create with reference.

Unit 6: Complaints and Returns CR700 310 © 2009 SAP AG. All rights reserved. 2009 .

All rights reserved.CR700 Lesson: Complaints and Returns Customizing Exercise 15: Complaints Customizing Exercise Objectives After completing this exercise. Hint: SAP Implementation Guide → Customer Relationship Management → Basic Functions → Catalogs. • Create a categorization schema for complaints Business Example For statistical and other purposes you would like to be able to maintain categories (reasons for complaints) within your complaints documents. 311 . 1. you will be able to: • Create a new complaint transaction type • Create a subject profile for complaint reasons. In Customizing define a code group and a few codes for catalog C1. Codes and Profiles. This is done in several steps which are described in the following exercise. Use the following values for the code group: Code Group: Description: Status: YCG## ## Complaint Reason Code Group Released Use the following values for complaint reason codes: Code: Description: Cod: Description: Code: Description: Y##A General Complaint Y##B Product Complaint Y##C Service Complaint Continued on next page 2009 © 2009 SAP AG. Task 1: You would like to use the multilevel categorization feature within your complaints documents. Therefore you have to prepare a corresponding subject profile.

Unit 6: Complaints and Returns CR700 2. Maintain item category determination and – for testing purposes – only create one new entry which allows you to enter products with item category group Complaint [ZCMP]. Enter product R-1130 with quantity one and open the item details. Create three new categories on the first level and link them to your complaint codes you created earlier. Add the code group profile YCGP## from Catalog Reason and assign Level 1 to it. In the WebClient UI (Service Operations) create a new Categorization Schema. After completing the necessary customizing steps. Enter the following data: Continued on next page 312 © 2009 SAP AG. Are you able to maintain categories (“codes”)? 4. Define a new code group profile YCGP## (## Code Group Profile) for Catalog C1 and add your newly created code group YCG## to it. YC## ## Complaint ## Complaint Assign your newly created subject profile to your newly created transaction type. Task 3: Create a new categorization schema for the application Complaint and link it to your newly created subject profile. In the WebClient UI create a new complaint of type ## Complaint. All rights reserved. 3. In Customizing create a new transaction type YC## (## Complaint) by copying the standard entry CRMC and make the following settings. 3. 1. 1. Task 2: Create a new transaction type for complaints and adapt it so that it meets your requirements. Create a new subject profile YSP## (## Complaint Reasons) for subject profile category Service. 2009 . test you new transaction type. Transaction Type: Description (short): Description (long): 2.

Are you able to maintain categories (“codes”)? 2009 © 2009 SAP AG. 2. After you have maintained three categories. set the Status to Released and save the schema. go back to the details of the top–level categorization schema. In the Category Hierarchy on the left create three new entries on the first level. Choose appropriate category names and descriptions. Adapt the Valid–From Time if necessary. Enter product COMPLAINT and open the item details. 313 . In the WebClient UI create a new complaint of type ## Complaint. All rights reserved. Category ID: Category Name: Category Description: Subject Code: ##CAT1 ## General ## General Complaint General Complaint Repeat these steps two times in order to map the other to codes to corresponding categories CAT2 and CAT3.CR700 Lesson: Complaints and Returns Customizing Schema ID: Name: Description: Valid–From Date: Valid–From Time: ##SCHEMA ## Schema ## Schema for Categorization today some minutes in the future In the Assignment Block Application Areas create a new entry and link the categorization schema to Application ID Complaint and Subject Profile ## Subject Profile.

Use the following values for the code group: Code Group: Description: Status: YCG## ## Complaint Reason Code Group Released Use the following values for complaint reason codes: Code: Description: Cod: Y##A General Complaint Y##B Continued on next page 314 © 2009 SAP AG. Codes and Profiles. All rights reserved.Unit 6: Complaints and Returns CR700 Solution 15: Complaints Customizing Task 1: You would like to use the multilevel categorization feature within your complaints documents. Hint: SAP Implementation Guide → Customer Relationship Management → Basic Functions → Catalogs. This is done in several steps which are described in the following exercise. 1. 2009 . Therefore you have to prepare a corresponding subject profile. In Customizing define a code group and a few codes for catalog C1.

All rights reserved. SAP Implementation Guide → Customer Relationship Management → Basic Functions → Catalogs.CR700 Lesson: Complaints and Returns Customizing Description: Code: Description: a) Product Complaint Y##C Service Complaint Architecture and Technology → Configuration → Customizing Choose SAP Reference IMG. 315 . In the dialog structure on the left. Choose New Entries Use the following values for the code group: Code Group: Description: Status: Press Enter. Codes and Profiles → Define Code Groups and Codes for Catalogs In the pop up. Y##A General Complaint Y##B Product Complaint Y##C Service Complaint YCG## ## Complaint Reason Code Group Released Continued on next page 2009 © 2009 SAP AG. Choose New Entries Use the following values for two new damage codes: Code: Description: Code: Description: Code: Description: Save your entries. Choose your new code group. enter C1 in the catalog field. double click Codes. Then continue.

Codes and Profiles → Define Code Groups Profiles Mark Catalog C1. 2009 . New Entries Include your newly created code group YCG##.Unit 6: Complaints and Returns CR700 2. 3. Continued on next page 316 © 2009 SAP AG. New Entries Use the following values for your code group profile: Code group profile: YCGPC## Code Group profile ## Code Group Profile text: Press Enter. Create a new subject profile YSP## (## Complaint Reasons) for subject profile category Service. Save your entries. a) SAP Implementation Guide → Customer Relationship Management → Basic Functions → Catalogs. Choose your newly created code group profile. In the dialog structure on the left. double click on Code Groups for Profile. All rights reserved. Define a new code group profile YCGP## (## Code Group Profile) for Catalog C1 and add your newly created code group YCG## to it. In the dialog structure on the left. double click on Definition of Code Groups Profile.

CR700 Lesson: Complaints and Returns Customizing Add the code group profile YCGP## from Catalog Reason and assign Level 1 to it. test you new transaction type. 1. 317 . After completing the necessary customizing steps. Codes and Profiles → Define Subject Profiles New Entries Use the following values for your subject profile: Subject Profile: Subject Profile Category: Text: YSP## Service ## Complaint Profile Choose your newly created subject profile. New Entries Use the following values: Catalog Code Group Profile Level Save your entry. Reason (C1) YCGPC## Level 1 Task 2: Create a new transaction type for complaints and adapt it so that it meets your requirements. Continued on next page 2009 © 2009 SAP AG. double click on Code Group Profile for Subject Profile. In the dialog structure on the left. All rights reserved. In Customizing create a new transaction type YC## (## Complaint) by copying the standard entry CRMC and make the following settings. a) SAP Implementation Guide → Customer Relationship Management → Basic Functions → Catalogs.

YSP## 3. Maintain item category determination and – for testing purposes – only create one new entry which allows you to enter products with item category group Complaint [ZCMP]. Save your settings YC## Complaint(ZCMP) Complaint Item[ZCOM] 4. a) In the dialog structure on the left. double click on Assignment of Business Transaction Categories. Enter product R-1130 with quantity one and open the item details. Subject Profile Save your entries. Continued on next page 318 © 2009 SAP AG. 2009 .Unit 6: Complaints and Returns CR700 Transaction Type: Description (short): Description (long): a) YC## ## Complaint ## Complaint SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types Find and mark entry CRMC and press Copy As…. 2. Choose Service Process. Group: Item Category: Choose Enter. All rights reserved. Transaction Type: Item Cat. In the WebClient UI create a new complaint of type ## Complaint. In the dialog structure on the left. Choose ENTER and confirm the Pop–Up. a) SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination Choose New Entries. Assign your newly created subject profile to your newly created transaction type. Enter the data given in the exercise. double click on Customizing header.

Enter the following data: Schema ID: Name: Description: Valid–From Date: Valid–From Time: ##SCHEMA ## Schema ## Schema for Categorization today some minutes in the future In the Assignment Block Application Areas create a new entry and link the categorization schema to Application ID Complaint and Subject Profile ## Subject Profile. all Category fields are inactive. Task 3: Create a new categorization schema for the application Complaint and link it to your newly created subject profile. Choose Actions → Edit ( Are you able to maintain categories (“codes”)? No. Choose Create → Complaint. All rights reserved. In the navigation bar choose Complaints & Returns. In the WebClient UI (Service Operations) create a new Categorization Schema.CR700 Lesson: Complaints and Returns Customizing Are you able to maintain categories (“codes”)? a) Start the WebClient UI. Continued on next page 2009 © 2009 SAP AG. Choose transaction type description ## Complaint and enter the following: Description: Sold–To Party: Product ID: Quantity ## Complaint Test ##Megastore Complaint 1 (PC) ). 319 . In the Category Hierarchy on the left create three new entries on the first level. Create three new categories on the first level and link them to your complaint codes you created earlier. 1.

Choose appropriate category names and descriptions. Schema ID: Name: Description: Valid-From Date: Valid-From Time: ##SCHEMA ## Schema ## Schema for Categorization !!! today !!! some minutes in the future In the Assignment Block Application Areas create a new entry and link the categorization schema to Application ID Complaint and Subject Profile ## Subject Profile.Unit 6: Complaints and Returns CR700 Category ID: Category Name: Category Description: Subject Code: ##CAT1 ## General ## General Complaint General Complaint Repeat these steps two times in order to map the other to codes to corresponding categories CAT2 and CAT3. After you have maintained three categories. Choose Create → Categorization Schema. Continued on next page 320 © 2009 SAP AG. Choose New. set the Status to Released and save the schema. 2009 . All rights reserved. go back to the details of the top–level categorization schema. Adapt the Valid–From Time if necessary. a) In the navigation bar choose Service Operations. In the Assignment Block Application Areas choose New. Application ID: Parameter: Value: Complaint Subject Profile ## Complaint Profile In the Category Hierarchy on the left create three new entries on the first level.

Continued on next page two minutes from now Released 2009 © 2009 SAP AG. Category ID: Category Name: Category Description: Subject Code: ##CAT3 ## Service ## Service Complaint Service Complaint After you have maintained three categories.CR700 Lesson: Complaints and Returns Customizing Category ID: Category Name: Category Description: Subject Code: ##CAT1 ## General ## General Complaint General Complaint In the structure tree mark the top level (schema level). In the WebClient UI create a new complaint of type ## Complaint. In the structure tree mark the first level (schema level). Category ID: Category Name: Category Description: Subject Code: ##CAT2 ## Product ## Product Complaint Product Complaint In the structure tree mark the first level (schema level). Enter product COMPLAINT and open the item details. Valid–From Time: Status: Choose Save. Choose New. 321 . set the Status to Released and save the schema. All rights reserved. Adapt the Valid–From Time if necessary. Choose New. 2. go back to the details of the top–level categorization schema.

Choose Create → Complaint.Unit 6: Complaints and Returns CR700 Are you able to maintain categories (“codes”)? a) Start the WebClient UI. Choose transaction type description ## Complaint and enter the following: Description: Sold–To Party: Product ID: Quantity ## Complaint Test ##Megastore Complaint 1 (PC) Choose Actions → Edit. now you should be able to maintain a category on first level. 322 © 2009 SAP AG. In the navigation bar choose Complaints & Returns. All rights reserved. 2009 . Are you able to maintain categories (“codes”)? Yes.

All rights reserved. 2009 © 2009 SAP AG.CR700 Lesson: Complaints and Returns Customizing Lesson Summary You should now be able to: • Perform the customizing settings for complaints and returns. 323 .

All rights reserved. 324 © 2009 SAP AG.Unit Summary CR700 Unit Summary You should now be able to: • Describe the options for complaints handling • Describe the options for returns processing. 2009 . • Perform the customizing settings for complaints and returns.

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.................................326 Exercise 16: In-House Repair Processing ........ The standard In-House Repair order features are introduced..................... Understand the customizing settings for In-House Repair.. All rights reserved................337 Lesson: In-House Repair Customizing.........Unit 7 In-House Repair Unit Overview This unit gives an overview of the In-House Repair scenario in SAP CRM.........353 Exercise 17: In-House Repair Customizing...... Unit Contents Lesson: In-House Repair Processing .............355 2009 © 2009 SAP AG..... you will be able to: • • • Describe the options for in-house repair processing Create and manage an in-house repair order..... Unit Objectives After completing this unit................. 325 ..

2009 . you will be able to: • • Describe the options for in-house repair processing Create and manage an in-house repair order.Unit 7: In-House Repair CR700 Lesson: In-House Repair Processing Lesson Overview Lesson Objectives After completing this lesson. 326 © 2009 SAP AG. This means you can create in-house repair orders as follow-up transactions and thereby transfer the data from each preceding transaction. All rights reserved. Business Example You would like to use the CRM In-House Repair order to manage a repair process. Therefore you analyze the options with the CRM In-House Repair document. Figure 146: In-House Repair: Order Structure The in-house repair order is integrated with service processes and sales transactions.

required service parts. defect description. 327 . counter reading .CR700 Lesson: In-House Repair Processing Figure 147: In-House Repair Main Item Data • Contains information that is valid for specific in-house repair order item only (for example. quantity. required repair steps. delivery requests for loaner issues. • 2009 © 2009 SAP AG. the product to be repaired.. scrapping.. ) Sub-items can be created by triggering actions manually or by the system. All rights reserved.) Sub-item Data • Contains information that is valid for the superior main item only (for example. status.

2009 .Unit 7: In-House Repair CR700 Figure 148: In-House Repair: Request Repairs can be reported via Interaction Center or Web Channel (Internet Customer Self-Service). All rights reserved. Based on the repair request item. a return request item can be created via an appropriate action. The customer is allocated a unique returns material authorization (RMA) number which he or she can use to send the product in for repair. Figure 149: In-House Repair: Goods Receipt 328 © 2009 SAP AG. This subitem triggers data exchange with SAP ERP.

SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Complaints → Questionnaire for Complaints → Define Determination for Questionnaires. The returned item will be posted into order-specific stock. • 2009 © 2009 SAP AG.CR700 Lesson: In-House Repair Processing When the return delivery is received in the service center. you can document the result as follows: By filling in an HTML page that is available for the diagnosis item in assignment block Questionnaires. Figure 150: In-House Repair: Diagnosis The creation of a diagnosis item shows that the defective part should be inspected after the returns delivery. You can tailor the HTML page to your needs. the warehouse clerk would search for the corresponding ERP order which matches the RMA number given and create a return delivery with reference. After the returns delivery is received and the technical analysis (diagnosis) is performed. 329 . The ability to create this delivery is controlled by the item category customizing of the return request item. All rights reserved. • SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Complaints → Questionnaire for Complaints → Define Questionnaires.

Using Multi-Level Categorization you can enter reasons (codes). 2009 . The different factors influencing pricing can include: • • • Service parts and services included in the warranty Customer-specific prices (discount) Service contract-specific price agreements.Unit 7: In-House Repair CR700 Figure 151: In-House Repair: Repair Step Planning Relevant service contract information is visible from in-house repair order item referring to service contract. The system determines the prices for each repair item. Figure 152: In-House Repair: Quotation 330 © 2009 SAP AG. All rights reserved.

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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.

Figure 153: In-House Repair: Confirmation

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.

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Repair step items: • Each time confirmation updates the Cross Application Time Sheet (CATS) in ERP and at least the assigned controlling object.

Figure 154: In-House Repair: Delivery of Repaired Product

When the part is completely repaired, the sub-item Return Repaired Product will control the ability to create 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.

Figure 155: In-House Repair: Basic Functions

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Reference Objects • You can provide additional information about the product that is the subject of the repair by entering a reference to objects. The reference object can also be assigned at header level of the in-house repair order. Information about the relationship between a product and an Installed Base enables you, for example, to analyze In-house repair orders to identify problems that depend on the Installed Base in which a product is installed.

Contract determination • Automatic check for valid service contracts from in-house repair order processing, based on – Business partner, validity period, object list – Product list and value/quantity limits A service contract assignment affects the calculation of the delivery dates based on agreed SLA and In-house repair order pricing.

Warranty determination • An automatic check determines whether a warranty exists for the customer-specific objects. This information can be used to make decisions which subsequent actions have to be taken. For example, if a warranty exists, the system should not create any invoices for the repair. The warranty check is based on Maintained warranty conditions for the individual object or installed base component – Manually maintained reference date If a warranty exists, the system will copy the warranty data into all sub-items. –

Return Material Authorization • • The unique CRM in-house repair order number, which is also available in the ERPsystem, 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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Figure 156: In-House Repair: Additional Functionality

Amount Allocation • You can use amount allocation to allocate the value of a billing document, or the value of individual items in a service order to several invoice recipients or payers. You can make this allocation in the order or in the confirmation, or in the amount allocation document itself, whereby allocation to the respective follow-up document is copied as a default value but can still be changed.

Templates • • Templates are predefined repair steps (services and service parts, including default quantities). Templates can be selected as sub-items during in-house repair order creation.

Product Proposal • • Depending on settings within action customizing, 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.

Figure 157: In-House Repair: Logistics Integration

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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 the ERP 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.

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.

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Exercise 16: In-House Repair Processing
Exercise Objectives
After completing this exercise, you will be able to: • Create and manage an in-house repair order.

Business Example
In-House Repair, processing provides you with a wide range of functions for managing all the necessary activities, which repairing goods 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 from a 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 and enters 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 delivery of the loan devices is triggered.

Task 1:
The customer informs you that he has a notebook with bad display (horizontal lines in the display) that he would like you to repair. You record the details of the customer's repair request (reference object; kind of damage) as the main item in a repair order. You create a return item which shows that an inbound delivery is expected for the notebook. The unique RMA number (Return Material Authorization) is made up of the unique number of the In-house repair order and the item number of the returns item. The customer uses the RMA number to send the defective product in for repair. 1. Create an in-house repair order of type In-House Repair for your customer ##Megastore with a description ##Repair Order. Mark the priority as Very high. Enter the product HT-1011 the customer wishes to return and to inspect. If the system proposes the assignment of a service contract, choose No assignment. What is the item category determined for this line item? _______________________________ Continued on next page

2.

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3. 4.

Where would you be able to enter serial number information for the defective product? Within the items details execute the action Send in repairs via a predefined button. The system creates a sub-item which then triggers the creation of a return document in ERP. What is the item category determined for the new line item? ______________________________

5.

Release all items and save your transaction Note the transaction number. _______________________________

6.

Check the Transaction History for successful data transfer into ERP.

Task 2:
The notebook arrives at your service plant. In ERP create an inbound delivery, post goods receipt and check the stock overview. 1. In ERP create an (inbound) delivery of type LR (Returns delivery). SAP Menu: Logistics → Sales and Distribution → Shipping and Transportation → Outbound Delivery → Create → Single Document → With Reference to Sales Order [/nvl01n] Shipping point: Order: Selection date: Delivery Type: 3800 Today’s date <Your transaction number> LR

Afterwards post goods receipt. Note the Return delivery number. _______________________ 2. Check the stock overview for material HT-1011 in plant 3800. What do you observe? SAP Menu → Logistics → Materials Management → Inventory Management → Environment → Stock → Stock Overview [/nmmbe]

Continued on next page

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Task 3:
After the notebook was received, a service representative performs a technical analysis and enters the inspection results. He/she decides what actions need to be taken to fulfill 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. 1. Within the item details of your CRM repair request item create a diagnosis item. What is the item category determined for this new line item? __________________ In the details of the diagnosis item fill out the Inspection Report (Questionnaire!). Mention that the product can be repaired. 2. In our example, the technician decides to perform a repair using a service and a service part item. Trigger the action Repairs + Spare Parts for your Diagnosis line item. Since product proposals are maintained, choose SRV2_9 for the service product and HT–1069 as service part material. Release all items and save your transaction.

3.

Task 4:
After completion of the repair, the service technician reports the working time and the material he used. 1. Open your existing in-house repair order to create a follow-up service confirmation of type Confirmation. Only the diagnosis, the service and the service part items are confirmation relevant! Copy these three items to the confirmation and change the executing service employee to Lou Windham (400440). 2. Complete and save the confirmation.

Task 5:
In your CRM in-house repair order create a new sub-item to trigger the return delivery of the repaired notebook. 1. Open your in-house repair order and go to the item details of the Return for Repair line item. Schedule the Delivery: Repair action. It will be executed automatically! The system creates a new item line that triggers the return delivery of the repaired notebook. Release and save the in-house repair order. Continued on next page

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2.

What is the item category of the newly created item? _______________________

Task 6:
The notebook has to be returned to the customer. When you post goods issue for the delivery, the stock is adjusted accordingly. 1. In ERP create an Outbound Delivery of type LF (Delivery) for the repaired product. Shipping Point: Selection date: Order: Choose Enter. Create a transfer order. Choose Subsequent Functions → Create Transfer Order. In the dialog box, choose Yes. Enter the following data: Warehouse Number: Delivery: Foreground/Background: Adopt Pick Quantity: Choose Enter. Save. 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. 038 Leave as default Background 2 3800 Today’s date Your transaction number

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Task 7:
Optional For the service confirmation including three billing-relevant items, create a billing document in SAP CRM. 1. 2. Find the service confirmation in the Billing Due List. Before creating the billing document, add an Absolute Discount of USD 20.00 for the billing document item referring to the diagnosis item.

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Solution 16: In-House Repair Processing
Task 1:
The customer informs you that he has a notebook with bad display (horizontal lines in the display) that he would like you to repair. You record the details of the customer's repair request (reference object; kind of damage) as the main item in a repair order. You create a return item which shows that an inbound delivery is expected for the notebook. The unique RMA number (Return Material Authorization) is made up of the unique number of the In-house repair order and the item number of the returns item. The customer uses the RMA number to send the defective product in for repair. 1. Create an in-house repair order of type In-House Repair for your customer ##Megastore with a description ##Repair Order. Mark the priority as Very high. a) In the navigation bar choose Complaints & Returns. Choose Create → In-House Repair. Choose Transaction Type Description In-House Repair. Description: Sold–To Party: Choose ENTER. Choose contact person Mr. Peter ##Finger. 2. Enter the product HT-1011 the customer wishes to return and to inspect. If the system proposes the assignment of a service contract, choose No assignment. What is the item category determined for this line item? ##Repair Order ##Megastore

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_______________________________ a) Product–ID: Quantity: HT–1011 1 (PC)

If the system proposes the assignment of a service contract, choose No assignment. What is the item category determined for this line item? The item category is Repair Request. 3. Where would you be able to enter serial number information for the defective product? a) Choose Actions → Edit to get to the item details. In the Assignment Block Reference Objects you are able to enter a serial number. If necessary personalize the content of this Assignment Block. 4. Within the items details execute the action Send in repairs via a predefined button. The system creates a sub-item which then triggers the creation of a return document in ERP. What is the item category determined for the new line item? ______________________________ a) Scroll to the top and observe the available buttons. Choose the button Send in repairs. The system creates a sub-item which then triggers the creation of a return document in ERP. Choose Back. A second line item (Item No. 1100) has been created. What is the item category determined for the new line item? The item category is Return for Repair. 5. Release all items and save your transaction Note the transaction number.

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Choose button Post Goods Receipt. 6. In ERP create an (inbound) delivery of type LR (Returns delivery). SAP Menu: Logistics → Sales and Distribution → Shipping and Transportation → Outbound Delivery → Create → Single Document → With Reference to Sales Order [/nvl01n] Shipping point: Order: Selection date: Delivery Type: 3800 Today’s date <Your transaction number> LR Afterwards post goods receipt. A refresh of the transaction history is triggered. Check the Transaction History for successful data transfer into ERP. In ERP create an inbound delivery. What do you observe? Continued on next page 344 © 2009 SAP AG. Note the Return delivery number. Note the Return delivery number: 2. a) Open the Assignment Block Transaction History. Choose Save. 2009 .Unit 7: In-House Repair CR700 _______________________________ a) Choose Status → Released. Note the transaction number. 1. Task 2: The notebook arrives at your service plant. All rights reserved. _______________________ a) Choose ENTER. If necessary go to the Assignment Block In-House Repair Details and choose Edit. Check the stock overview for material HT-1011 in plant 3800. post goods receipt and check the stock overview.

The actions. All rights reserved. Double-click the line Sales Order Stock. which need to be taken as a result of the technical check. What is the item category determined for this new line item? __________________ Continued on next page 2009 © 2009 SAP AG. a service representative performs a technical analysis and enters the inspection results. 345 . 1. HT–1011 3800 Task 3: After the notebook was received.CR700 Lesson: In-House Repair Processing SAP Menu → Logistics → Materials Management → Inventory Management → Environment → Stock → Stock Overview [/nmmbe] a) Material: Plant: Choose Execute (F8). A sales document with your number should be in the list. are recorded as sub-items of the diagnosis item. Within the item details of your CRM repair request item create a diagnosis item. He/she decides what actions need to be taken to fulfill the customer's repair request.

Trigger the action Repairs + Spare Parts for your Diagnosis line item. Choose Actions → Edit to get to the item details of the diagnosis item. a) In the header details choose Edit. a) Choose Actions → Edit to get to the item details of the repair request item. 2009 . Open the Assignment Block Questionnaire. Choose More → Repair + Parts Choose SRV2_9. choose SRV2_9 for the service product and HT–1069 as service part material. Choose Back to go to the header details. Choose HT-1069. Choose Back. a) You should be in the header details of the repair order. Fill out the report and choose Save at the bottom of the report page. 3.Unit 7: In-House Repair CR700 In the details of the diagnosis item fill out the Inspection Report (Questionnaire!). Mention that the product can be repaired. In our example. What is the item category determined for this new line item? The item category is Diagnosis Item. Choose Status → Released. Choose Save. In the details of the diagnosis item fill out the Inspection Report (Questionnaire!). 2. Mention that the product can be repaired. Release all items and save your transaction. Since product proposals are maintained. Choose Actions → Edit to edit the Inspection Report. Choose button Diagnosis. All rights reserved. Mark the diagnosis item. Continued on next page 346 © 2009 SAP AG. the technician decides to perform a repair using a service and a service part item. Choose Back (to go to the item details).

Executing Service Employee: 2. Complete and save the confirmation.CR700 Lesson: In-House Repair Processing Task 4: After completion of the repair. Only the diagnosis. Choose Service Confirmation (Confirmation). Continued on next page 2009 © 2009 SAP AG. Open your existing in-house repair order to create a follow-up service confirmation of type Confirmation. Task 5: In your CRM in-house repair order create a new sub-item to trigger the return delivery of the repaired notebook. Mark the three items that can be copied. All rights reserved. a) Choose Status → Completed. the service and the service part items are confirmation relevant! Copy these three items to the confirmation and change the executing service employee to Lou Windham (400440). a) Choose button Create Follow-Up. Choose Choose. 1. Choose Save. Only the diagnosis. Open your in-house repair order and go to the item details of the Return for Repair line item. Schedule the Delivery: Repair action. the service technician reports the working time and the material he used. 1. It will be executed automatically! The system creates a new item line that triggers the return delivery of the repaired notebook. 347 . the service and the service part items are confirmation relevant! Copy these three items to the confirmation and change the executing service employee to Lou Windham (400440). Lou Windham.

Open the Assignment Block Scheduled Actions. In ERP create an Outbound Delivery of type LF (Delivery) for the repaired product. In the dialog box. 1. Choose Subsequent Functions → Create Transfer Order.Unit 7: In-House Repair CR700 Release and save the in-house repair order. Shipping Point: Selection date: Order: Choose Enter. Choose Back. Choose Status → Released. All rights reserved. Task 6: The notebook has to be returned to the customer. a) Choose Actions → Edit to get to the item details of the Return for Repair item. Choose Save. Continued on next page 3800 Today’s date Your transaction number 348 © 2009 SAP AG. The system now transfers the new line item into the replicated sales order of the ERP system. Choose the button Schedule. Choose the button Schedule New Actions. the stock is adjusted accordingly. 2009 . choose Yes. 2. Choose Back. What is the item category of the newly created item? _______________________ a) The item category is Repaired Goods Del. The system creates a new item line that triggers the return delivery of the repaired notebook. Release and save the in–house repair order. Mark the action Delivery: Repair. When you post goods issue for the delivery. Create a transfer order.

Choose Subsequent Functions → Create Transfer Order. Enter the following data: Warehouse Number: Delivery: Foreground/Background: Adopt Pick Quantity: Choose Enter. a) SAP Menu: Logistics → Sales and Distribution → Shipping and Transportation → Outbound Delivery → Create → Single Document → With Reference to Sales Order [/nvl01n] Shipping Point: Selection date: Delivery Type: Order: Choose Enter. In the dialog box. 2. choose Yes. Create a transfer order. All rights reserved. Save.CR700 Lesson: In-House Repair Processing Enter the following data: Warehouse Number: Delivery: Foreground/Background: Adopt Pick Quantity: Choose Enter. Check the stock overview for material HT-1011 in plant 3800. Continued on next page 038 Leave as default Background 2 (this will also trigger the posting of goods issue!) 3800 Today’s date LF Your transaction number 038 Leave as default Background 2 2009 © 2009 SAP AG. 349 .

Search for the entry that corresponds to your service confirmation. <your confirmation number> Continued on next page 350 © 2009 SAP AG. Your confirmation number should appear. Transaction ID: Choose Search. The sales order stock has changed. All rights reserved. Find the service confirmation in the Billing Due List. Your sales order is not in the list since you posted the goods issue when creating the transfer order. HT-1011 3800 Task 7: Optional For the service confirmation including three billing-relevant items.Unit 7: In-House Repair CR700 The sales order stock for the in-house-repair has been reduced accordingly. a) Choose Billing. a) SAP Menu: Logistics → Materials Management → Inventory Management → Environment → Stock → Stock Overview [/nmmbe] Material: Plant: Choose Execute (F8). 2009 . create a billing document in SAP CRM. 1. Depending on the initial stock situation in the demo system. it might be that no sales order stock appears at all. Choose Search → Billing Due List Items.

Choose Continue.g. Choose Save to save the billing document. Choose New. In the Assignment Block Price Conditions choose Edit List. All rights reserved. 10) corresponding to the diagnosis line item. 2009 © 2009 SAP AG. add an Absolute Discount of USD 20. Price Element: Amount: Currency: Absolute Discount 20– USD Choose Back (four times). a) Mark the line item and choose Individual Billing. Use the hyperlink of the temporary billing document ID to navigate to the billing document. Before creating the billing document.CR700 Lesson: In-House Repair Processing 2.00 for the billing document item referring to the diagnosis item. 351 . Use the hyperlink of the item number (e.

2009 . 352 © 2009 SAP AG. All rights reserved.Unit 7: In-House Repair CR700 Lesson Summary You should now be able to: • Describe the options for in-house repair processing • Create and manage an in-house repair order.

Business Example You would like to get an overview of In-House Repair order related customizing. the item category group (from the product master). the usage (often from the action definition). and the main item category. you will be able to: • Understand the customizing settings for In-House Repair. All rights reserved. 2009 © 2009 SAP AG. 353 .CR700 Lesson: In-House Repair Customizing Lesson: In-House Repair Customizing Lesson Overview Lesson Objectives After completing this lesson. Figure 158: In-House Repair: Customizing The item category for the subitems is determined by the transaction type.

2009 . 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-items Can be used for additional CRM processes like resource planning or confirmations Manually triggered by user OR automatically triggered by planning and start conditions. 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. A SAP ERP goods issue is triggered to update the in-house repair order stock.Unit 7: In-House Repair CR700 In-House Repair: ERP Relevant Actions • • Create Send in Repairs – SAP ERP return request is created for goods receipt processing. All rights reserved. Create Temporary Replacement Collection (Loan Device Pick-Up) – • A SAP ERP delivery document is created and managed in the delivery list to pick up the loan device from the customer. – • • 354 © 2009 SAP AG. Create Scrapping – Actions • • • • • Flexible definition of actions (standard and customer-specific actions) Representation of recurring process steps Assignment of actions at header. Create Replacement (Loan Device Delivery) A SAP ERP delivery document is created and managed in the delivery list to send a loan device to the customer.

you will be able to: • Analyze relevant item categories within the In-House Repair order • Analyze relevant action profiles and action definition used within SAP Repair order processing. 3. 355 . Review the item category determination for the SAP Repair Order. 1. ______________________________ ______________________________ 4. What item category is determined when an item with item category group Standad item (NORM) is entered on an REPA transaction? _____________________________ 2. Task: Review the customizing settings for the in-house repair orders. What controls that the action REPAIR_RETURN can be triggered manually in the repair order? ______________________________________________________________ 5. you would like to know how the standard actions within the repair order together with item category determination work together. Business Example For a better understanding of the standard SAP Repair order. All rights reserved. When the REPAIR_RETURN action is triggered. What action profile is assigned to this item category? _____________________________ Review the action profile to determine which actions are available on a repair request item.CR700 Lesson: In-House Repair Customizing Exercise 17: In-House Repair Customizing Exercise Objectives After completing this exercise. which entry will be used to determine the item category for a standard item? Why? ______________________________________________________________ ______________________________________________________________ 6. What action profile is attached to this item category? ______________________________________________________________ Continued on next page 2009 © 2009 SAP AG.

What action is available in that action profile? When will this action be invoked? ______________________________________________________________ ______________________________________________________________ 8. All rights reserved. What types of actions are possible in this action profile? ______________________________________________________________ ______________________________________________________________ 356 © 2009 SAP AG. the service technician will look over the item to see what repairs need to be done. The standard action used is REPAIR_DIAGNOSIS. 2009 .Unit 7: In-House Repair CR700 7. What action profile is used by this diagnosis item category? ______________________________________________________________ 10. When the item is sent in by the customer. What item category determination entry is used in this case for our standard item? ______________________________________________________________ 9.

SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination Use the Position button to find the entry. 357 . All rights reserved. What action profile is assigned to this item category? _____________________________ a) SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Categories Use the Position button. 2. Item Category: RREQ The action profile used is Repair Request (REPAIR_REQUEST). Transaction type: Item Category Group: REPA NORM The item category determined is RREQ. 3. 1.CR700 Lesson: In-House Repair Customizing Solution 17: In-House Repair Customizing Task: Review the customizing settings for the in-house repair orders. What item category is determined when an item with item category group Standad item (NORM) is entered on an REPA transaction? _____________________________ a) Architecture and Technology → Configuration → Customizing (SPRO) Choose SAP Reference IMG. ______________________________ Continued on next page 2009 © 2009 SAP AG. Review the item category determination for the SAP Repair Order. Review the action profile to determine which actions are available on a repair request item.

The settings “Immediate Processing” and the checkboxes Executable in Dialog and Display in Toolbox allow the action to be available and manually triggered.Unit 7: In-House Repair CR700 ______________________________ a) SAP Implementation Guide → Customer Relationship Management → Basic Functions → Actions → Actions in Transaction → Change Actions and Conditions → Define Action Profiles and Actions Use the Position button Action Profile: REPAIR_REQUEST Mark the line with REPAIR_REQUEST and choose Action Definition in the Dialog structure on the left. 2009 . When the REPAIR_RETURN action is triggered. All rights reserved. which entry will be used to determine the item category for a standard item? Why? ______________________________________________________________ Continued on next page 358 © 2009 SAP AG. There are two actions: REPAIR_DIAGNOSIS and REPAIR_RETURN. What controls that the action REPAIR_RETURN can be triggered manually in the repair order? ______________________________________________________________ a) Mark the REPAIR_RETURN action and choose Details. 4. 5.

7. Transaction type: Item Category Group: Item Category Usage: Main Item Category: REPA NORM RSUB RREQ Hint: The item category group NORM is derived from the product HT-1011. What action is available in that action profile? When will this action be invoked? ______________________________________________________________ Continued on next page 2009 © 2009 SAP AG. The item category RSUB is determined. All rights reserved. The item category usage RSUB is derived from the action definition (coding within method!). 359 . 6.CR700 Lesson: In-House Repair Customizing ______________________________________________________________ a) SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination Use the position button to find the entry. What action profile is attached to this item category? ______________________________________________________________ a) SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Categories Use the position button Item Category: RSUB The action profile used is Return for Repair (REPAIR_RETURN).

This action will be used to return the item to the customer when the repair is finished.Unit 7: In-House Repair CR700 ______________________________________________________________ a) SAP Implementation Guide → Customer Relationship Management → Basic Functions → Actions → Actions in Transaction → Change Actions and Conditions → Define Action Profiles and Actions Use the position button Action Profile: REPAIR_RETURN Mark the line with REPAIR_RETURN and choose Action Definition in the Dialog structure on the left. There are is one action: REPAIR_RETURN_DELIVERY. the service technician will look over the item to see what repairs need to be done. All rights reserved. The standard action used is REPAIR_DIAGNOSIS. 8. What item category determination entry is used in this case for our standard item? Continued on next page 360 © 2009 SAP AG. 2009 . When the item is sent in by the customer.

361 . What action profile is used by this diagnosis item category? Continued on next page 2009 © 2009 SAP AG.CR700 Lesson: In-House Repair Customizing ______________________________________________________________ a) SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination Use the position button to find the entry. Check the Processing Details and check the processing parameters. Hint: Check the details of the action definition by choosing IMG activityDefine Conditions and your action profile. Processing Details tab!) 9. All rights reserved. The item category group SRVP is derived of the service product SRV_DIAGNOSIS which is added via the action. SAP Implementation Guide → Customer Relationship Management → Basic Functions → Actions → Actions in Transaction →Change Actions and Conditions → Define Conditions (Action profile Repair Request. Transaction type: Item Category Group: Item Category Usage: Main Item Category: REPA SRVP DGNS RREQ Item category DGNS is determined. action Diagnosis. Also item category usage DGNS is added via this action.

10. 2009 . and one for scrapping the item. two for temporary replacements.Unit 7: In-House Repair CR700 ______________________________________________________________ a) SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Categories Use the position button Item Category: DGNS The action profile used is Repair: Result of Diagnosis (Item) (REPAIR_DIAGNOSIS_RESULT_ITEM). What types of actions are possible in this action profile? ______________________________________________________________ ______________________________________________________________ a) SAP Implementation Guide → Customer Relationship Management → Basic Functions → Actions → Actions in Transaction → Change Actions and Conditions → Define Action Profiles and Actions Use the position button Action Profile: REPAIR_DIAGNOSIS_RESULT_ITEM Mark the line with REPAIR_DIAGNOSIS_RESULT_ITEM and choose Action Definition in the Dialog structure on the left. There are five actions: two for repair. 362 © 2009 SAP AG. All rights reserved.

363 . 2009 © 2009 SAP AG.CR700 Lesson: In-House Repair Customizing Lesson Summary You should now be able to: • Understand the customizing settings for In-House Repair. All rights reserved.

Unit Summary CR700 Unit Summary You should now be able to: • Describe the options for in-house repair processing • Create and manage an in-house repair order. 364 © 2009 SAP AG. 2009 . All rights reserved. • Understand the customizing settings for In-House Repair.

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.... 365 ........ Unit Objectives After completing this unit...................... Perform customizing settings for warranty.... The vender then decides whether he is granting a vender warranty including flat rate payments...........Unit 8 Warranty Claims Unit Overview This unit introduces Warranty Claim processing........ All rights reserved..... confirmations or complaints it is possible to automatically create follow-up warranty claims which then can be transferred to a vender.......... you will be able to: • • • 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............373 Lesson: Warranty Claims Customizing ............ Unit Contents Lesson: Warranty Claims Processing .. Starting with service orders........388 2009 © 2009 SAP AG............366 Exercise 18: Warranty Claim Processing .

you will be able to: • • 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.Unit 8: Warranty Claims CR700 Lesson: Warranty Claims Processing Lesson Overview This lesson introduces warranty claim processing. Lesson Objectives After completing this lesson. Figure 159: Warranty Claims 366 © 2009 SAP AG. Since the problem can be caused by your vender. Business Example You service customers who sometimes complain about defective products. All rights reserved. 2009 . you would like to use warranty claim documents in order to communicate with your vender.

367 . through to the statistical evaluation. The Warranty Claim is used to represent the entire Warranty process from creating a Warranty Claim. User interface for processing warranty claims manually. Data administration and an interface for communicating with the reimbursers. 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). Figure 160: Warranty Claim Processing 2009 © 2009 SAP AG. All rights reserved. the technical analysis and relevant follow-up process steps. High-performance routine for checking warranty claims.CR700 Lesson: Warranty Claims Processing A Warranty Claim is an entitlement that a dealer has in relation to a product of a supplier or manufacturer (the reimburser). allowing most of the claims to be checked automatically.

service part. counter reading. codes. All rights reserved. description. • 368 © 2009 SAP AG. and expense items are supported in the warranty claim. Warranty Claim Data • Header Data – • Information valid for the warranty claim as a whole(warranty claim number. description. 2009 . quantity.Unit 8: Warranty Claims CR700 Figure 161: Warranty Claim Creation Prerequisites: • • Partner Function Vendor needs to be assigned to the reference object. and so on). priority. status. status. A warranty check log contains information on checks that have been performed regarding existing warranties for a selected service product. unit of measure. sold-to party. or the installed base that has been entered. Item Data – Information valid for specific warranty claim items only(service item number. Partner Determination – – Supported within all service documents Business partners can be found and entered into transactions automatically. object. Action to copy and filter warranty claim-relevant items and other relevant order data into a new warranty claim. 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. including the result and status of the checks performed. and so on) – Service.

During this process. Figure 162: Warranty Claim Communications The warranty claim can be processed in two different variants. The next two slides will give examples for both variants. This results in a document flow that you can call up for display. 369 . counter readings and all warranty-related information so the process can be mostly be automated. All rights reserved. item) are transferred to the items that are relevant for a warranty.CR700 Lesson: Warranty Claims Processing During processing the claim takes hold of the relevant information such as equipments serial numbers. 2009 © 2009 SAP AG. When creation of a warranty claim is triggered either manually or automatically. all the structures of the service order/confirmation (header. • The following fields are transferred to the vendor: – – – – – – – Net values Codes Texts Products Quantity Reference object information Counter. prices. main item. damage codes / damage reasons (catalogs). the system creates independent items in the warranty claim for each item and sub-item.

Unit 8: Warranty Claims CR700 Figure 163: Warranty Claim . All rights reserved. 370 © 2009 SAP AG. The “manual warranty” is the core process.Complex Process Flow This slide shows an exemplary complex process flow of a warranty claim. where the dealer prints the warranty claim and sends it to the vendor manually.Simple Process Flow This slide shows an exemplary simple process flow of a warranty claim. 2009 . Figure 164: Warranty Claim .

The XIF-enabled process variant is different by the means of communication. This variant can be processed manually (paper based) or automatically via XIF interface (XML file). 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. Interface to SAP ERP is only possible with SAP ERP Warranty Claim via BAdI implementation. The Claim is send back and forth between the service provider and the vendor until a final settlement is reached. Manual handling of incoming Warranty Claims possible. All rights reserved. The Service Provider has now 2 options: • • The Service Provider does not accept the adjusted claim and resubmits a new version of the claim. • • Partially accepted items and rejected items are differentiated by their item status in the system. 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. In addition to whether the claim involves multiple contacts. CRM Billing and Controlling integration – Debit request sub item contains the billing and controlling relevant information. 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. SAP ERP warranty processing is separate from the CRM warranty claim solution. 371 . 2009 © 2009 SAP AG. The warranty claim is send as an EDI document via XIF to the vendor system. Partially accepted items: The service provider sets the status of the item to status “partially accepted by vendor”. 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 CRM warranty claim process includes the generic XIF interface only.CR700 Lesson: Warranty Claims Processing Complex variant: Warranty Claim has to be negotiated on item level.

Service Provider accepts the rejection and changes the item status from “rejected” to “completed”. To run a search you enter the required search criteria and choose Execute. Monitoring of warranty claims is also possible via SAP GUI.Unit 8: Warranty Claims CR700 Rejected items: The service provider sets the status of the item to status “rejected by vendor”. You call up the Service Monitor by entering the transaction code CRM_SRV_REPORT. The Service Provider has now 2 options: • • Service Provider does not accept vendor rejection and resubmits new claim version with adjusted claim value & quantity for negotiation. All rights reserved. 2009 . 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. 372 © 2009 SAP AG. Figure 165: Warranty Monitoring Service Process Monitor enables you to search for warranty claims in different statuses.

The Warranty Claim is used to represent the entire Warranty process from creating a Warranty Claim. 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. through to the statistical evaluation. It is also possible to create Warranty Claim without reference to a preceding document. products. you will be able to: • Create a vendor warranty and assign it to an installed base component • Create a confirmation and trigger the creation of a warranty claim with an action • Reflect the warranty process in the system depending on different statues (e. and prices) is copied from the preceding document (via actions or copying control). All rights reserved.CR700 Lesson: Warranty Claims Processing Exercise 18: Warranty Claim Processing Exercise Objectives After completing this exercise. This simplifies the creation of Warranty Claim since all of the data (for example.g. 373 . Within Accounts & Products create a vendor warranty with the following information. Warranty ID: Warranty: Base Category: Type: Warranty Basis: Date Profile: Ven## Vendor One-Year Warranty ## Warranty (Timedependent) [WTYCAT002] Vendor Warranty Time-Dependent Date Profile: Warranty Processing Continued on next page 2009 © 2009 SAP AG. 2. partners. quantities. You can create Warranty Claim with reference to a service order or a confirmation. Business Example A Warranty Claim is an entitlement that a dealer has in relation to a product of a OEM. Log on to the CRM WebClient UI. the technical analysis and relevant follow-up process steps. 1. Task 1: Create a vendor warranty and assign it to an installed base component.

The component is a Laser Professional Eco (HT–1040) and it is assigned to the ##Megastore Installation. Continued on next page 374 © 2009 SAP AG. External Reference: ##Printer is dead. Add information about the relationship of the product to a vendor. Description: Sold-to Party: Component: Exec. 3.Unit 8: Warranty Claims CR700 Warranty Period: Time Unit: Start Date Type / Start Date Rule DateType / End Date Rule Accounting Indicator: Save your warranty. 1. Add both vendor and customer warranties to the component. All rights reserved. 2009 . Create a Confirmation of type Confirmation. Add your newly created vendor warranty Ven## and the customer printer warranty WP_004. 5. Partner Function: Partner: Save your entries. 1 Year Warranty Start / Today’s Date Warranty End / Warranty Start + Warranty Period Warranty Find an Installed Base component so that you may set up all the necessary information to use warranty processing. Service Employee 2. 4. Printer problems ## ##Megastore Component number of Laser printer 400440 Enter an External Reference. Vendor 3276 (Global Computers) Task 2: Create a new service confirmation.

Which warranty was determined by the system? ________________________________________ Continued on next page 3. 375 . 7. 2009 © 2009 SAP AG.CR700 Lesson: Warranty Claims Processing 3. reference object and description from the predecessor document. Open your warranty claim. Complete and save your confirmation. Open the Assignment Block Transaction History on header level to check if the new created warranty claim appears as a reference. Check whether a warranty has been found. including the item quantity. Product: Quantity: Duration SRV1_4 2 AU 60 Minutes 4. Check if all items with vendor warranty are copied into the warranty claim. Your confirmation number: _____________________ 8. Check the Warranty information within the Item Details: Which warranty was found? ______________ Is it a vendor or a customer warranty? ______________ 6. Product: Quantity: R-1120 1 5. Enter the service that was performed. All rights reserved. Write down your warranty claim number: ______________________ Task 3: Process the warranty claim. Enter a service part that was used. Check whether a message was created that a warranty was found. 1. 2. Create a new claim to process the warranty relevant items by running the action ZIDES Creation of Warranty Claim from Conf.

1. 2. Task 4: In the next steps you will simulate the process where the service provider gets a reply from the vendor. Who is the vendor? Where was this information determined from? ________________________________________ Release all the items on your warranty claim. Set the status to Rejected by Supplier. Optional: Create a print out to process the warranty relevant items by triggering the action ZIDES Print Claim. If the vendor rejects paying for an item. Save the transaction. 7. 2009 . Change the Communication status to Returned by Supplier on transaction header level. 5. All rights reserved. Set the status to Completed. Check which vendor was determined by the system. Hint: 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. the status is set to Rejected by Vendor. First we simulate the rejection of the vendor of the service part: Make sure you are in the details of the item R–1120. We’ll assume that the warranty claim was returned from the vendor and is now ready for further in-house processing.Unit 8: Warranty Claims CR700 4. In our scenario. Change the Communication status of the claim to Send to Supplier on the header level. Then we simulate our response by setting the status to Completed. Continued on next page 376 © 2009 SAP AG. 8. 6. The vendor only partially accepts the claimed hours and rejects the claimed spare part. we accept the rejection and change the item status to completed.

3. 7. 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. 1. Manually update the quantity and amount in the debit request sub–item to the approved value of the vendor. Set the Communication status to Partially Accepted by Supplier. All rights reserved.CR700 Lesson: Warranty Claims Processing Task 5: We will simulate the vendor accepting a partial amount for the service product. 2. 6. the action to create the debit request sub–item needs to be executed manually. In our scenario. Hint: The Service Provider has now 2 options: • • The Service Provider does not accept the adjusted claim and resubmits a new version of the claim. 377 . 4. 2009 © 2009 SAP AG. At the end. Partially accept the service item SRV1_4. 5. we accept the vendor’s decision for this item and make sure that the main item status is set to Completed. Create a billing document for the warranty claim you created. Choose the action Create Billing Document Relationship Subitem. Make sure you are in the details of the item SRV1_4. (This could be set to occur automatically from the status change.) Go to the Assignment Block Scheduled Actions for the item with the status Partially Accepted by Vendor. Set the amount to 1 AU. In our scenario. Check if the system has copied the quantity & amount from the main item into the debit request sub-item. Check the item status of your service item is set to Completed. complete the warranty claim on header level (status Completed) and save the claim.

Log on to the CRM WebClient UI. Save your warranty. Warranty ID: Warranty: Base Category: Type: Warranty Basis: Date Profile: Warranty Period: Time Unit: Start Date Type / Start Date Rule DateType / End Date Rule Accounting Indicator: Save your warranty. 2. 2009 . Enter the data shown above. 1. All rights reserved. a) Within Accounts & Products create a vendor warranty with the following information. Ven## Vendor One-Year Warranty ## Warranty (Timedependent) [WTYCAT002] Vendor Warranty Time-Dependent Date Profile: Warranty Processing 1 Year Warranty Start / Today’s Date Warranty End / Warranty Start + Warranty Period Warranty Continued on next page 378 © 2009 SAP AG.Unit 8: Warranty Claims CR700 Solution 18: Warranty Claim Processing Task 1: Create a vendor warranty and assign it to an installed base component. a) Choose Accounts & Products Choose Create → Warranty.

Use the hyperlink to go to the details of the installation. Partner Function: Partner: Save your entries. Insert (add) the vendor warranty VEN##. Add information about the relationship of the product to a vendor. Insert (add) the customer warranty WP_004 (printer warranty). a) Choose Accounts & Products. a) Open the Assignment Block Warranties on this component. Choose Search → Installed Bases External ID: Choose Search. Save your entries. Create a Confirmation of type Confirmation. Add your newly created vendor warranty Ven## and the customer printer warranty WP_004. Note either the component ID or the identification number of this component. The component is a Laser Professional Eco (HT–1040) and it is assigned to the ##Megastore Installation. a) Open the Assignment Block Parties Involved. 5. Continued on next page 2009 © 2009 SAP AG. 1. ____________ Choose Edit. Mark the installed base component Laser Professional Eco.CR700 Lesson: Warranty Claims Processing 3. All rights reserved. 379 . Find an Installed Base component so that you may set up all the necessary information to use warranty processing. ##MEGASTORE 4. Vendor 3276 (Global Computers) Task 2: Create a new service confirmation. Add both vendor and customer warranties to the component. Insert (add) the account 3276 with (partner) Function Vendor.

Enter a service part that was used. Enter an External Reference. All rights reserved. 2. 2009 . Check whether a warranty has been found. 3. Enter the service that was performed. Choose Confirmation. Check whether a message was created that a warranty was found. Service Employee a) Printer problems ## ##Megastore Component number of Laser printer 400440 Choose Service Orders. Check the Warranty information within the Item Details: Which warranty was found? ______________ Continued on next page 380 © 2009 SAP AG. External Reference: a) see task ##Printer is dead. Product: Quantity: Duration a) see task SRV1_4 2 AU 60 Minutes 4.Unit 8: Warranty Claims CR700 Description: Sold-to Party: Component: Exec. Product: Quantity: a) see task R-1120 1 5. Choose Create → Service Confirmation.

7. Choose Execute for the scheduled action. Change the confirmation status to Completed. All rights reserved.g. a) This action will manually trigger the creation of a warranty claim.CR700 Lesson: Warranty Claims Processing Is it a vendor or a customer warranty? ______________ a) Hint: If a valid warranty was found. Open the Assignment Block Transaction History on header level to check if the new created warranty claim appears as a reference. Complete and save your confirmation. 381 . Create a new claim to process the warranty relevant items by running the action ZIDES Creation of Warranty Claim from Conf. Choose button Schedule. Choose Back. Choose the button Schedule New Actions. Your confirmation number: _____________________ a) 8. Mark the action ZIDES Creation of Warranty from Conf. which is assigned to the installed base component (e. Open the Assignment Block Scheduled Actions at the header level. WP_004) 6. Write down your warranty claim number: ______________________ a) - Continued on next page 2009 © 2009 SAP AG. the system displays a message that valid warranties were found. Warranty information is displayed in the Service Confirmation Details Which warranty was found? Is it a vendor or a customer warranty? The system should determine the customer warranty.

The system should display the vendor warranty assigned to your installed base component. 1. This is the vendor specified on our component. 2009 . 5. Check if all items with vendor warranty are copied into the warranty claim. From the service confirmation transaction history use the hyperlink to open the new warranty claim document. including the item quantity. Search for your warranty claim and open it. Check which vendor was determined by the system.Unit 8: Warranty Claims CR700 Task 3: Process the warranty claim. All rights reserved. reference object and description from the predecessor document. Who is the vendor? Where was this information determined from? ________________________________________ a) You should see an entry with the partner function Vendor and the assigned business partner 3276 (Global Computers) in the header details. Open your warranty claim. Which warranty was determined by the system? ________________________________________ a) Check the Warranty Claim Details. a) b) 2. The vendor should also appear as the Payer and Bill–to Parties (Assignment Block Parties Involved). 3. Status: Released Continued on next page 382 © 2009 SAP AG. Release all the items on your warranty claim. 4. a) Choose Edit. a) Both items and quantities have been copied and are visible in the Assignment Block Items.

8. 1. Send to Supplier 7. Change the Communication status to Returned by Supplier on transaction header level. All rights reserved. Optional: Create a print out to process the warranty relevant items by triggering the action ZIDES Print Claim. Hint: 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. a) Communication: Choose Save. a) Choose button Print on header level or go to Assignment Block Scheduled Actions to trigger the execution of the print action. the status is set to Rejected by Vendor. Save the transaction. we accept the rejection and change the item status to completed. a) Choose Edit. In our scenario. Change the Communication status to Returned by Supplier on transaction header level. We’ll assume that the warranty claim was returned from the vendor and is now ready for further in-house processing. Change the Communication status of the claim to Send to Supplier on the header level. Task 4: In the next steps you will simulate the process where the service provider gets a reply from the vendor. The vendor only partially accepts the claimed hours and rejects the claimed spare part. Choose Save. First we simulate the rejection of the vendor of the service part: Continued on next page 2009 © 2009 SAP AG. If the vendor rejects paying for an item. 383 .CR700 Lesson: Warranty Claims Processing 6.

Make sure you are in the details of the item SRV1_4. a) Status: Choose Back. In our scenario. Set the Communication status to Partially Accepted by Supplier. Partially Accepted by Supplier.) Continued on next page 384 © 2009 SAP AG. 1. (This could be set to occur automatically from the status change. Set the status to Rejected by Supplier. the action to create the debit request sub–item needs to be executed manually. Acceptance: 2. Completed Task 5: We will simulate the vendor accepting a partial amount for the service product. Acceptance: 2. All rights reserved. Set the status to Completed.Unit 8: Warranty Claims CR700 Make sure you are in the details of the item R–1120. a) Choose Action Edit of item R–1120. 2009 . Rejected by Supplier Then we simulate our response by setting the status to Completed. Partially accept the service item SRV1_4. a) Choose Action Edit of item SRV1_4.

Manually update the quantity and amount in the debit request sub–item to the approved value of the vendor.g. a) 5. Hint: The Service Provider has now 2 options: • • The Service Provider does not accept the adjusted claim and resubmits a new version of the claim. It is set to Completed. Mark the action Create Billing Document Relationship Subitem. Both product id and quantity have been copied. a) Check the item status of your service item. 4. 3. Check the item status of your service item is set to Completed. 385 . Check if the system has copied the quantity & amount from the main item into the debit request sub-item. a) In the item details of the service item open the Assignment Block Scheduled Actions.CR700 Lesson: Warranty Claims Processing Go to the Assignment Block Scheduled Actions for the item with the status Partially Accepted by Vendor. Continued on next page 2009 © 2009 SAP AG. Choose the button Schedule New Actions. Choose Back. Choose button Schedule. see task In our scenario. Choose Back. 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. a) You should see an additional line item (e. Choose the action Create Billing Document Relationship Subitem. All rights reserved. Set the amount to 1 AU. we accept the vendor’s decision for this item and make sure that the main item status is set to Completed. item number 15) with the copied values and a reference to the higher level line item.

Status: Completed. At the end. a) Choose Billing. Search either with Transaction ID (= Warranty Claim number) or with Transaction Created By (=CRM–##). 7. 386 © 2009 SAP AG. All rights reserved. Choose Search → Billing Due List Items. complete the warranty claim on header level (status Completed) and save the claim. 2009 . Choose Individual Billing and continue the billing process. Create a billing document for the warranty claim you created.Unit 8: Warranty Claims CR700 6. a) Choose Edit.

2009 © 2009 SAP AG.CR700 Lesson: Warranty Claims Processing Lesson Summary You should now be able to: • 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. 387 . All rights reserved.

Figure 166: Define Warranty Check Profile The warranty check profile can be defined under Customer Relationship Management → Transactions → Settings for Service Processes → Define Profile for Warranty Check.Unit 8: Warranty Claims CR700 Lesson: Warranty Claims Customizing Lesson Overview This short lesson introduces warranty claim specific customizing settings. 2009 . Lesson Objectives After completing this lesson. 388 © 2009 SAP AG. Business Example You would like to implement a transaction type for a warranty claim document. Therefore you would like to understand how warranty determination in those documents is configured. All rights reserved. you will be able to: • Perform customizing settings for warranty.

It contains item object type Customer Debit Memo Request Item (BUS2000167). Figure 167: Warranty Claim Customizing Transaction Type CLMA (Warranty Claim) has the business transaction category of Warranty Claim (BUS2000255). You can either use the transaction type and the item categories mentioned above.CR700 Lesson: Warranty Claims Customizing For each profile. or you can copy them and then change them to suit your business process. 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. 389 . Customer Relationship Management → Transactions → Basic Settings. 2009 © 2009 SAP AG. you can define the following attributes: • • • • • Scope of Check Sequence Fix at Release Fix at Completion Reference Date. All rights reserved. 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.

All rights reserved.Unit 8: Warranty Claims CR700 Lesson Summary You should now be able to: • Perform customizing settings for warranty. 390 © 2009 SAP AG. 2009 .

CR700 Unit Summary Unit Summary You should now be able to: • 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. 2009 © 2009 SAP AG. • Perform customizing settings for warranty. 391 . All rights reserved.

2009 .Unit Summary CR700 392 © 2009 SAP AG. All rights reserved.

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...425 Lesson: Additional Topics in IT Service Management .........394 Exercise 19: General Questions about IT Service Management .......................................417 Exercise 21: Knowledge Article Creation . 411 Lesson: Knowledge Article and Request for Change .................................429 2009 © 2009 SAP AG..... Master Requests...................Unit 9 IT Service Management Unit Overview Unit Objectives After completing this unit.... All rights reserved..........399 Lesson: Service Requests.......402 Exercise 20: Incidents and Problems ..... 393 ..... you will be able to: • • • • • • • • • • describe IT Service Management understand the main features and functions of IT Service Management describe Service Requests and Master Requests understand the main functions of Service and Master Requests explain specific Incident and Problem functions understand the basic concept of Knowledge Articles describe main features of Knowledge Articles explain Request for Change documents describe main features of Requests for Change name additional features of IT Service Management Unit Contents Lesson: IT Service Management Overview ............ Incidents and Problems ..

Your company decided to implement a SAP CRM customer service scenario and plans to implement an IT Service Management solution. Lesson Objectives After completing this lesson.) and also an IT Service Management solution. in-house repair. 394 © 2009 SAP AG. etc. on-site maintenance. Overview of IT Service Management Figure 168: IT Service Management as part of a Share Service Center solution A shared service center allows you to use an interaction center (IC) to efficiently approach interactive and reactive business processes to reduce costs and increase quality. you will be able to: • • describe IT Service Management understand the main features and functions of IT Service Management Business Example SAP CRM offers both standard customer service functions (dispatching of technicians. To create a shared service center.0.Unit 9: IT Service Management CR700 Lesson: IT Service Management Overview Lesson Overview This lesson introduces the concept of IT Service Management delivered with SAP CRM 7. the IC service processes are integrated with the particular SAP process requiring a shared service. 2009 . All rights reserved.

the accounting segments of customer master data. Analyses are available with SAP Business Warehouse. 2009 © 2009 SAP AG. and change management. Enterprise Asset Management. SAP CRM connects to SAP ERP processes such as Supply and Procurement Management.An Integrated Solution With SAP CRM. and Human Capital Management. You can access. HR professionals use the EIC as a single point of contact for their interactions with employees. You can use the IT service desk as a single point of contact for customers with IT-related requests. Billing and Cost Allocation. open vendor invoices. Figure 169: SAP CRM IT Service Management . and Installed Base and Object Management. Change Management. Examples of other Share Service Center Service Desk types are a Facility Management or a Procurement Service Desk. Financial Management. the following processes can be implemented: Service Request and Incident Management. It provides access to basic functionality such as Knowledge Management. All rights reserved. Service Level Management. You can use an accounting interaction center (AIC) to enable financial shared services and handle accounting-related interactions with customers. for example. Problem Management. problem. or travel expense reimbursement. The IT service desk supports incident. Resource Management.CR700 Lesson: IT Service Management Overview The employee interaction center (EIC) combines service center and help desk technology to allow HR professionals to have higher quality and more efficient interactions with employees. It offers a professional call center environment which can be used for the IT service desk. 395 .

A pre-defined interface to SAP Solution Manager Service Desk exists to transfer SAP-related incidents from SAP CRM to the SAP Solution Manager. for example. and of course further open interfaces exist from SAP CRM to all sorts of non-SAP applications. integrated with system or configuration management. Figure 170: IT Service Desk Overview The IT service desk is the central interface between the user and the IT service organization. incidents to be transferred from SAP CRM to SAP Solution Manager if they should be related to a SAP-application issue. IT Service Desk can be used as one component in a shared services center environment. All rights reserved.0 a new default business role “IT Service Desk Agent“ is available for the SAP CRM Interaction Center. problem. 2009 . SAP Business Communication Management can be integrated as a communication management system.Unit 9: IT Service Management CR700 An optional interface to the SAP Solution Manager Service Desk is available to allow. Optionally. for example. With SAP CRM 7. In this role the new transaction types incident. and knowledge article can be accessed. request for change. 396 © 2009 SAP AG. Search for and e-mailing of knowledge articles is supported.

knowledge article and/or request for change.CR700 Lesson: IT Service Management Overview Figure 171: IT Service Management Elements This slide gives an overview of basic IT Service Management elements in the SAP CRM system. An IT Service Professional (CRM WebClient business role) creates a related problem. An IT Service Desk Agent (Interaction Center WebClient business role) receives calls via phone or e-mail and creates incidents. 397 . All rights reserved. 2009 © 2009 SAP AG.

and so on. it is not meant to be used in customer-facing scenarios. It grants easy access to all customer-related information necessary to process an incoming call or e-mail. a connection to SAP Solution Manager Service Desk can be established to transfer incidents related to SAP applications to the SAP Solution Manager for processing. Telephony and e-mail integration is available as well as account identification mechanisms and inbox functionality. All rights reserved. problems. Optionally. The IT Service Desk role is meant to be used by IT service desk personnel. The IT Service Requester role is meant to be used by business users who want to create service requests or incidents and monitor the status of their requests. This business role should only be used internally (within a company‘s firewall). e-mailing. The IT Service Professional role grants access to all SAP CRM IT service functionality and it is meant to be used by IT service experts. requests for change. as well as to incidents.Unit 9: IT Service Management CR700 Figure 172: Standard IT SM Business Roles The IT Service Desk (Agent) business role is based on standard CRM Interaction Center functionality. It can easily be extended so that further requests can be processed. 2009 . solutions. 398 © 2009 SAP AG.

Determine whether this statement is true or false. True False IT Service Management with SAP CRM requires a separate SAP Solution Manager system. 399 . □ □ True False 2009 © 2009 SAP AG.0. All rights reserved. Determine whether this statement is true or false.CR700 Lesson: IT Service Management Overview Exercise 19: General Questions about IT Service Management Exercise Objectives After completing this exercise. you will be able to: • answer some basic questions about IT Service Management Business Example You would like to understand some general ideas of SAP CRM IT Service Management. IT Service Management is one of three Share Service Center scenarios delivered with SAP CRM 7. □ □ 2. Task: Answer the following questions about IT Service Management 1.

Unit 9: IT Service Management CR700 Solution 19: General Questions about IT Service Management Task: Answer the following questions about IT Service Management 1. IT Service Management is one of three Share Service Center scenarios delivered with SAP CRM 7.0. 400 © 2009 SAP AG. IT Service Management with SAP CRM requires a separate SAP Solution Manager system. All rights reserved. it is not required. Answer: True Also the Employee Interaction Center (EIC) and the Accounting Interaction Center (AIC) belong to the "family" of Share Center scenarios. Answer: False Though it is possible to integrate SAP Solution Manager with SAP CRM IT SM. 2009 . 2. SAP IT Service Management is based on standard SAP CRM functions.

All rights reserved.CR700 Lesson: IT Service Management Overview Lesson Summary You should now be able to: • describe IT Service Management • understand the main features and functions of IT Service Management 2009 © 2009 SAP AG. 401 .

2009 . for example. monitor. Incidents and Problems Lesson Overview This lesson introduces Service Requests and Master Requests which are the basis for Incidents and Problems in IT Service Management. in shared service center scenarios. Also specific Incident and Problem functions are introduced. as well as in external customer-facing scenarios. you will be able to: • • • describe Service Requests and Master Requests understand the main functions of Service and Master Requests explain specific Incident and Problem functions Business Example You would like to understand basic functions of service requests and master requests which play an important role in IT SM Incident and Problem Management. Service requests can be used internally by companies where a department delivers services. All rights reserved. approve. dispatch. Lesson Objectives After completing this lesson. Service Request and CRM Master Request Figure 173: Service Request You use service request management to reliably submit. 402 © 2009 SAP AG.Unit 9: IT Service Management CR700 Lesson: Service Requests. Master Requests. and fulfill requests for service by your customers.

can be dispatched to the appropriate personnel for service delivery. The standard transaction type for service requests is SRVR. It is not possible to manually enter items into service requests. 403 . SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Settings for Service Requests → Define System Proposals for Related Transactions 2009 © 2009 SAP AG. or by the users themselves into the system and then. Figure 174: Service Request Details Service requests can easily be linked to other types of documents. directly by the service personnel.CR700 Lesson: Service Requests. if necessary. Standard find functionality proposing relevant documents is available and can be configured in Customizing. Despite this fact. each service request can contain a single line item. Master Requests. Incidents and Problems Service requests can be logged through a service desk. All rights reserved. for example to related problems or knowledge articles.

All rights reserved. 2009 . users process only that master service request rather than processing multiple transactions individually. When a transaction or transactions are locked to a master service request. Figure 176: Item Determination 404 © 2009 SAP AG.Unit 9: IT Service Management CR700 Figure 175: Master Request A master service request is a service request to which one or more business transactions are assigned and locked.

If you don‘t want the item to be determined based on the service request‘s categorization. you can use a BAdI. and sold-to parties. 405 . objects. Master Requests. the service and response profiles can be flexibly determined from these objects based on a determination procedure. Dates like “ToDo By“ can be automatically calculated based on the service and response profile information. such as contracts. it can easily be made visible in the SAP BSP WD Workbench Item determination is activated in Customizing using the following IMG activity: SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Settings for Service Requests → Define Item Determination . Figure 177: SLA Determination Service and response profiles can be assigned to several SLA-relevant objects. 2009 © 2009 SAP AG. You can configure the system to decide whether the selected categorization can be changed after initial category selection and whether the item is redetermined if the categorization is changed.CR700 Lesson: Service Requests. In the service request. All rights reserved. Per default. If no service product is defined for the selected categorization level. products. the item is not displayed in the service request. but a service product is available on a higher-level category. the respective service product will be used for item determination. Incidents and Problems The item for the service request is usually determined automatically based on the service request‘s multilevel categorization. If required. installed bases.

All rights reserved. for example. activate the Auto Complete function per transaction type .Unit 9: IT Service Management CR700 An access sequence for SLA determination can be defined in Customizing:SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Settings for Service Requests → Define SLA Determination Procedures. In the Category Modeler. in the IT Service Professional role choosing Service Operations → Categorization Schemas Service Requests and CRM Master Requests can be categorized using two sets containing up to four categories each (one for Subjects and one for Reasons).catalog category combination. 406 © 2009 SAP AG. assign templates per relevant category: Service request and incident templates in the Incident Template assignment block Master service request and problem templates in the Problem Template assignment block Request for change templates in the Request for Change assignment block You can access the Category Modeler. In Customizing. You can assign up to five categorization blocks to a service request. Figure 178: Multilevel Categorization While creating a new service request. 2009 . The categorization schema is determined based on a transaction type / catalog category combination. you can use the Auto Complete function to copy pre-defined data from a template into the service request. The SLA Determination procedure can be assigned to a transaction type.

Incidents and Problems Figure 179: Locking of related Incidents 2009 © 2009 SAP AG. Dispatching allows to assign a service request to another employee or service team based on flexibly definable rules. for example if a help-desk agent cannot solve an issue remotely and wants to dispatch the service request to the 2nd level support. you can add further blocks in the SAP BSP WD Workbench. Incidents and Problems In Customizing choose Customer Relationship Management → CRM Cross-Application Components → Multilevel Categorization → Assign Transaction Types to Catalog Categories Per default. Suggest knowledge articles (from the Knowledge Articles assignment block): Proposes knowledge articles which are assigned to a category in the categorization schema. There are different ways to search for knowledge articles related to the service request: • • • Knowledge Articles assignment block: Search for relevant knowledge articles via input help. 407 . Master Requests. Rules for dispatching are set up in the Rule Modeler using the context SERVICEREQUEST.CR700 Lesson: Service Requests. All rights reserved. Find knowledge articles (from the „More“ button on header level): Proposes knowledge articles which have the same categorization as the service request. two categorization blocks are visible in a service request.

If an incident is locked to a problem (request for change) but the IT service professional would like to process it individually after all. the IT service professional can assign these incidents to a problem (= master service request). Figure 180: Unlocking an Incident An incident can be assigned and locked to a problem (or also a request for change). Find Related Incidents gives a list of incidents which have the same catalog categorization as the problem. All rights reserved. The completion of the problem (request for change) will automatically close the incident. 408 © 2009 SAP AG. or via Find Related Incidents. The IT service professional can search for the incidents via input help. In this case the incident will not be processed individually. the IT service professional can lock the incidents to the problem. The IT service professional can select the relevant incident/s and assign them to the problem. 2009 .Unit 9: IT Service Management CR700 If several incidents (or service requests) are probably related to the same root cause. the employee can select Unlock in the incident to open the incident again for processing. so that only the problem needs to be completed and the locked incidents will then be automatically closed. To stop individual processing of the incidents.

2009 © 2009 SAP AG. Incidents and Problems Figure 181: Closing of related Incidents The standard action profile IT_PROBLEM_MANAGEMENT contains action definitions which allow to update the status of the related incidents and to automatically attach documents. All rights reserved. 409 . Master Requests. Both actions can successfully be executed once the problem has an appropriate status.CR700 Lesson: Service Requests. for example Completed and once it is saved.

2009 . All rights reserved.Unit 9: IT Service Management CR700 410 © 2009 SAP AG.

All rights reserved. Master Requests. Add Subject Printer → Loud Noise and observe the reference object information. 4. Peter ##Finger of your customer ##Megastore is calling to report a printer problem. Create an incident of type Incident with description ## Printer problem. Add Subject Printer → Loud Noise and observe the reference object information. you will be able to: • create incidents • create a problem. 1. Incidents can be locked for processing and closed once the problem is solved. Try to find a related problem using a standard functionality in the incident. 3. find and link related incidents Business Example As an IT Service Desk Agent you receive calls and create incidents.CR700 Lesson: Service Requests. Again create an incident using the same data as in the above exercise. Identify and confirm contact person Mike Bell of customer ##Megastore. 411 . Continued on next page 2009 © 2009 SAP AG. Change the status of the incident to In Process and end the call. Change the Impact to Medium and the Urgency to High. Task 2: Mike Bell of account ##Megastore is calling and also reports a printer problem. contact person and a related installed base component. Create an incident of type Incident with description ## Printer Noises. Identify the customer. Optionally enter a long text (Problem Description). 1. Incidents and Problems Exercise 20: Incidents and Problems Exercise Objectives After completing this exercise. Identify the same reference object as in the above exercise. 2. In this case a manual search is not required. An IT Service Professional later on works on those incidents by creating a problem and linking the incidents. 2. Task 1: Log on to the system as an IT Service Desk Agent and create and incident.

3. Set the problem status to In Process and save the document. Business partner and reference product (HT-1040) can be used to narrow down the search so that only the incidents you created are listed. 2. 1. 412 © 2009 SAP AG. Task 3: Log on as an IT Service Professional and create a problem that relates to printer incidents. Optionally enter a long text (Problem Description). Using a find function. Solve the problem and create a knowledge article. All rights reserved. Use ## Printer Issue as description. Search for the printer incidents you created earlier.Unit 9: IT Service Management CR700 Change the Impact to High and the Urgency to Medium. Change the status of the incident to In Process and end the call. 4. Display the details of one of your incidents and create a follow-up transaction of type Problem. 2009 . link the second incident to this problem. 3. Employee Responsible. From within the problem lock the related incidents. Therefore open the assignment block Related Incidents.

Choose Category 2 = Loud Noise. 1. Master Requests. Try to find a related problem using a standard functionality in the incident. a) In the navigation bar choose Incident. Use the subject categories on the right-hand side to categorize the incident. 413 . 2. Change the Impact to Medium and the Urgency to High. Identify your account ##Megastore using the search field Account. Peter ##Finger of your customer ##Megastore is calling to report a printer problem. Identify the customer. Create an incident of type Incident with description ## Printer problem. Optionally enter a long text (Problem Description). Observe that contract determination takes place but this time do not assign a contract. In this case a manual search is not required. In the Processing Data section choose the values mentioned in the exercise. Choose transaction type Incident. 3. In the list of contact persons confirm Peter ##Finger. Select the Laser Professional Eco component (reference product HT-1040) and choose Confirm. contact person and a related installed base component. Add Subject Printer → Loud Noise and observe the reference object information. a) Choose More → Find Related Problem As stated in the message area. Incidents and Problems Solution 20: Incidents and Problems Task 1: Log on to the system as an IT Service Desk Agent and create and incident.CR700 Lesson: Service Requests. no related problem can be identified! Continued on next page 2009 © 2009 SAP AG. All rights reserved. a) Log on to the CRM WebClient UI with business Role IT Service Desk Agent. Use the hyperlink Installed Base to search for installed base components belonging to the installed base ##Megastore of your customer. Choose Category 1 = Printer.

a) In the navigation bar choose Incident. Continued on next page 414 © 2009 SAP AG. 2009 . In the list of contact persons confirm Mike Bell. a) Identify your account ##Megastore using the search field Account. 3.Unit 9: IT Service Management CR700 4. a) Change the status to In Process and choose the End button in the toolbar row. Optionally enter a long text (Problem Description). Change the status of the incident to In Process and end the call. Again create an incident using the same data as in the above exercise. Choose Category 1 = Printer and again do not assign a contract. Change the status of the incident to In Process and end the call. In the Processing Data section choose the values mentioned in the exercise. Use the hyperlink Installed Base to search for installed base components belonging to installed base ##Megastore of your customer. 1. Use the subject categories on the right-hand side to categorize the incident. Identify the same reference object as in the above exercise. Identify and confirm contact person Mike Bell of customer ##Megastore. Change the Impact to High and the Urgency to Medium. 2. Choose Category 2 = Loud Noise. Choose transaction type Incident. Expand the installed base and select the Laser Professional Eco component (reference product HT-1040) and choose Confirm. a) Change the status to In Process and choose the End button in the toolbar row. Create an incident of type Incident with description ## Printer Noises. Task 2: Mike Bell of account ##Megastore is calling and also reports a printer problem. All rights reserved. Add Subject Printer → Loud Noise and observe the reference object information.

Using a find function. Search for the printer incidents you created earlier. 2. Enter the description ## Printer Issue and assign the same subject categories that you used in the incidents and additionally assign problem category Unknown Error. Therefore open the assignment block Related Incidents. Mark both incidents and choose button Lock. 415 . 1. 3. Use ## Printer Issue as description. a) In assignment block Related Incidents choose Edit List. Observe the information message! 2009 © 2009 SAP AG. Set the problem status to In Process and save the document. a) In the assignment block Related Incidents choose Edit List. a) Use the hyperlink to navigate to one of your incidents. Solve the problem and create a knowledge article. Business partner and reference product (HT-1040) can be used to narrow down the search so that only the incidents you created are listed. Include Reason category Hardware. From the pop-up choose the second incident and assign it to the problem.CR700 Lesson: Service Requests. Incidents and Problems Task 3: Log on as an IT Service Professional and create a problem that relates to printer incidents. Change the status to In Process. Choose CRM Master Request / Problem. Employee Responsible. Choose Find Related Incidents. Choose Create Follow-Up. 4. All rights reserved. Save the problem and navigate to the details of either of the incidents. link the second incident to this problem. Business Partner: <number of ##Megastore> Choose Search. Master Requests. Display the details of one of your incidents and create a follow-up transaction of type Problem. a) In the navigation bar choose IT Support → Search → Incidents. From within the problem lock the related incidents.

Unit 9: IT Service Management CR700 Lesson Summary You should now be able to: • describe Service Requests and Master Requests • understand the main functions of Service and Master Requests • explain specific Incident and Problem functions 416 © 2009 SAP AG. 2009 . All rights reserved.

Figure 182: Knowledge Article 2009 © 2009 SAP AG. you will be able to: • • • • understand the basic concept of Knowledge Articles describe main features of Knowledge Articles explain Request for Change documents describe main features of Requests for Change Business Example After investigating a problem you would like to provide a solution by creating a Knowledge Article. both main elements in the IT Service Management scenario.CR700 Lesson: Knowledge Article and Request for Change Lesson: Knowledge Article and Request for Change Lesson Overview This lesson introduces the Knowledge Article and the Request for Change. All rights reserved. 417 . In some cases a problem results in a Request for Change. knowledge and processes. Lesson Objectives After completing this lesson. Knowledge Management Knowledge Management can be seen as a centralized repository of information that is designed to allow people to retrieve and use knowledge thereby allowing productive use of assets – people.

such as objects and transactions. represent. You can record details in a knowledge article. opportunities. in addition to the categories assigned to the knowledge article. 2009 . You can specify administration details. The Knowledge Article technically is a transaction kind of document. you can add various pieces of information. as well as assign the knowledge article to other related pieces of information. Figure 183: Lifecycle of a Knowledge Article 418 © 2009 SAP AG. to the knowledge article. the priority of the knowledge article. Multilingual and multiple text authoring Attachment capability and special authorization scopes is available. marketing. It allows faster access to specific information via categorization and full text search.Unit 9: IT Service Management CR700 A Knowledge Article allows you to create. products. installed bases. for example. All rights reserved. incidents is possible. and service processes in the interaction center (IC) and CRM Enterprise. An easy integration to other CRM objects e. description. represented through a transaction type. You can also record short notes about. such as the dates during which the knowledge article is valid. solutions or workarounds to problems. and distribute knowledge within your organization. and keywords. Under the relevant assignment blocks. such as language. customers. or its status. campaigns. It can be used with sales.g.

The standard transaction type for a Knowledge Article is KNAR.CR700 Lesson: Knowledge Article and Request for Change Figure 184: Knowledge Article in the WebClient UI Knowledge Article can be linked to Incidents. Problems and reference objects. Knowledge Articles can be created as a follow-up of transactions such as incidents. They can be created language dependent with reference to a Knowledge Article Templates. 419 . All rights reserved. problems. Figure 185: Knowledge Article Search 2009 © 2009 SAP AG. The standard Knowledge Article Template transaction type is KNAT. request for change.

In CRM Customizing choose the following path to set up Knowledge Search SAP Customizing Implementation Guide → Customer Relationship Management → Enterprise Intelligence → Software Agent Framework 420 © 2009 SAP AG. All rights reserved. Automatic creation of a Knowledge base index takes place when a knowledge article in a new language is created for the first time. Four types of operation can be carried out on a Knowledge Base Index: • • • • Delta Compile: To compile/update the index with modified/newly created knowledge articles Full Compile: To recreate a new Knowledge base index Delete Index: To delete a knowledge base index Background Job: To delta compile the knowledge articles at a particular date and time Delta compilation is triggered when a knowledge article is created/modified thereby updating the knowledge base index on the fly. 2009 . The Compilation page is part of the Knowledge Management work center (SAF Compilation Administration).Unit 9: IT Service Management CR700 Interaction Center Agents can search for Knowledge Articles and e-mail them as attachments to customers. Figure 186: Compilation of Knowledge Articles A knowledge base index is created for faster retrieval of knowledge articles during a search.

CR700 Lesson: Knowledge Article and Request for Change Request for Change Figure 187: Change Management Concept This slide gives an overview of a change management process. All rights reserved. CMDB stands for Configuration Management Database Figure 188: Request for Change in the WebClient UI 2009 © 2009 SAP AG. CMS stands for Configuration Management System/s. 421 .

0 a default transaction type “Request for Change“ is available. and items associated with the infrastructure. With SAP CRM 7. Requests for change can be categorized and prioritized according to the ITIL guidelines. A pre-defined SAP Workflow template can be used to inform the relevant parties that they need to approve the RfC. usually related to one or more configuration items. The request for change is a transaction of the transaction category “Service Process” classified as “Request for Change”. Planning on item level with optional resource management as well as integration into SAP ERP processes like purchasing is available Figure 189: Request for Change . Approval management integration ensures that the request for change is approved by all relevant parties before its implementation can start.Functions 422 © 2009 SAP AG. 2009 . or to services. procedures. All rights reserved.Unit 9: IT Service Management CR700 A request for change (RfC) is a formal proposal for a change in the infrastructure.

and other parameters the approval step partners for the approval procedure can be determined automatically. based on the approval procedure. Optionally a SAP Workflow can be started automatically to inform the step partners that they need to approve the request for change. If you do so • • the approval procedure for a request for change can be determined automatically. based on categorization. e. 423 . priority. and other parameters. Now the implementation phase can start. the RfC‘s status is automatically updated to „Approved“. categorization. approval step partners need to be entered (either manually or determined by a rule). Then the request for change can be set to the status „Awaiting Approval“.g.CR700 Lesson: Knowledge Article and Request for Change Figure 190: Request for Change . For the approval procedure.g. If all approvers have approved their assigned approval steps. 2009 © 2009 SAP AG. e. All rights reserved.Approval Process To start the approval process. an approval procedure needs to be selected in the request for change (either manually or determined by a rule). For approval procedure determination and approval step partner determination you can set up rules in the rule modeler.

All rights reserved. 2009 . For these cases. incidents can be assigned and ”locked“ to a request for change.Unit 9: IT Service Management CR700 Figure 191: Request for Change .Related Incidents Sometimes requests for change are related to one or more incidents. The locked incidents are not processed individually anymore. 424 © 2009 SAP AG.Status Management Figure 192: Request for Change . but they will be automatically updated once the request for change is completed.

2. Complete the problem and the related incidents.CR700 Lesson: Knowledge Article and Request for Change Exercise 21: Knowledge Article Creation Exercise Objectives After completing this exercise. a Knowledge Article is created and linked to a problem. Task: After having found a solution for the printer problem. Category 1: Printer Category 2: Loud Noise Optionally maintain long texts Problem and Solution Description. check the status details of the related incidents. . you will be able to: • Create a Knowledge Article and close a Problem Business Example After finding the solution to similar incidents. 1. Process the problem and change the status to Completed. Change the status to Complete and save the knowledge article. After having saved the status change. create a related knowledge article for it.. 425 . Create a follow-up knowledge article and enter the following information: Keywords: Printer Noise Loud. What do you observe? Can you explain this? 2009 © 2009 SAP AG. Log on to the CRM WebClient UI as IT Service Professional. Display the details of the problem you created earlier. All rights reserved..

create a related knowledge article for it. Continued on next page 426 © 2009 SAP AG. 1. Log on to the CRM WebClient UI as IT Service Professional. 2009 . Display the details of the problem you created earlier. Choose CRM Know. Complete the problem and the related incidents. All rights reserved.. Enter the data given in the exercise. for example using the Business Partner number. 2. a) If necessary search for the problem you created earlier.Unit 9: IT Service Management CR700 Solution 21: Knowledge Article Creation Task: After having found a solution for the printer problem. Finally change the status and save the document. Change the status to Complete and save the knowledge article. Article / Knowledge Article. Choose the button Create Follow-Up. Category 1: Printer Category 2: Loud Noise Optionally maintain long texts Problem and Solution Description. Create a follow-up knowledge article and enter the following information: Keywords: Printer Noise Loud. Process the problem and change the status to Completed.. .

is responsible for the incident status change! 2009 © 2009 SAP AG. Choose Edit. etc. All rights reserved. What do you observe? Can you explain this? a) Navigate to the problem you created earlier.CR700 Lesson: Knowledge Article and Request for Change After having saved the status change. 427 . Save the problem. In the assignment block Related Incidents use a hyperlink to navigate to one of the incidents. In the Problem Details assignment block you see a relationship to the newly created knowledge article. An action Update Statuses (Lock/Unlock. Choose button Show Executed Actions. Closed/Completed). Change the status to Completed. The status of the incident is Completed. Open the assignment block Scheduled Actions. check the status details of the related incidents. Go back to the problem details.

Unit 9: IT Service Management CR700 Lesson Summary You should now be able to: • understand the basic concept of Knowledge Articles • describe main features of Knowledge Articles • explain Request for Change documents • describe main features of Requests for Change 428 © 2009 SAP AG. All rights reserved. 2009 .

for example. 2009 © 2009 SAP AG. An IT item could be.CR700 Lesson: Additional Topics in IT Service Management Lesson: Additional Topics in IT Service Management Lesson Overview This lesson is intended to give an outlook of other IT Service Management specific features which have not been introduced in the preceding lessons. You can view object details. you will be able to: • name additional features of IT Service Management Business Example You would like to get an overview of additional IT Service Management topics. 429 . a specific software program. as well as any relationships to other objects. such as the location of the object. Those items can be created in SAP CRM and technically are specific Objects. Lesson Objectives After completing this lesson. a computer monitor. IT Items With IT Service Management it is possible to manage IT items. All rights reserved. or a server. Figure 193: IT Items You use this business object to keep track of items within your IT infrastructure.

it usually contains standard assignment blocks such as Parties Involved. All rights reserved. Change History. a new object family ”IT Item“ (0404) is available with SAP CRM 7. Figure 194: IT Item Header Details For IT Service Management. problem.0 Its header is adapted to IT service needs.Unit 9: IT Service Management CR700 IT items are integrated into incident. and change management. 430 © 2009 SAP AG. Address. here you can maintain which IT service organization is responsible for the IT item and which contact person is using it. 2009 . for example. etc. Attachments. Per default. Object Structure.

2009 © 2009 SAP AG. 431 . All rights reserved. For these IT items. they can be subject to individual service level agreements. If some IT items require special attention.CR700 Lesson: Additional Topics in IT Service Management Figure 195: IT Item Assignment Blocks In addition IT items offer the following new assignment blocks: • • • • • Infrastructure Details Object Relationships Service Transactions Service Levels Equipment Details (if IT item is created via SAP ERP equipment download). you can assign a specific service profile and response profile.

and from the following service transactions – if an IT item has been entered as reference object on header level: Service request / Incident / Problem / Request for change In the IT item‘s Service Transactions assignment block the system will display the service transactions in which the IT item has been entered as reference object on header level.Unit 9: IT Service Management CR700 Figure 196: Object Relationships In customizing. If relationships have been maintained for an IT Item. 432 © 2009 SAP AG. multilevel display. The relationships are then assigned to object families. Choose Customer Relationship Management → Master Data → Products → Objects → Object Settings for Service Management → Define Object Relationships to set up object relationships. only problems in status ‘open’ and ‘in process’ of this month. You can customize which transaction types and for which status and time frame the transactions should be displayed. This function is available from the IT Item overview page. they – as well as the other IT items‘ relationships – can be displayed with Display Object Relationships in a hierarchical. you can define directed and undirected relationships as well as n:1 and n:m cardinality per relationship. All rights reserved.g. Filter criteria for service transactions are defined in customizing: Customer Relationship Management → Master Data → Products → Objects → Object Settings for Service Management → Define Filter Criteria for Service Transactions Assignment Block. e. 2009 .

433 . or any other issue.0 you can manage all sorts of IT incidents and service requests.CR700 Lesson: Additional Topics in IT Service Management Solution Manager Integration Figure 197: Integration of SAP Solution Manager and SAP CRM You can use SAP CRM as first entry point for all sorts of incidents. application. With SAP CRM 7. SAP Solution Manager 7. and transfer those incidents related to SAP application issues to SAP Solution Manager.0 is the expert system for managing all SAP applications related processes. All rights reserved. irrespective of whether they are related to a hardware. 2009 © 2009 SAP AG.

In SAP Solution Manager the issue might trigger a system customizing change request or it might be identified as a bug and will be routed to SAP support etc. You can also retrieve the same by going via SAP Solution Manager’s work center. All rights reserved. The leading system for this incident has become the SAP Solution Manager. Figure 199: Transferring Incidents – 2 Clicking the hyperlink enables you to easily navigate into the related SAP Solution Manager’s incident (in HTML GUI representation). but status is updated both ways and the final confirmation of any proposed solution is with SAP CRM. The responsible group analyzes the issue and the decision is to transfer this incident to SAP Solution Manager to be further processed.Unit 9: IT Service Management CR700 Figure 198: Transferring Incidents – 1 A newly created incident has been posted. 2009 . 434 © 2009 SAP AG.

e. SAP CRM 7.g. for • • • • • SAP System administration and system landscape maintenance SAP Services Management SAP monitoring processes and interfaces SAP change & transport management SAP related incident management and much more Result: the IT Service Desk stays within one User Interface.0 offers a UI integration of Solution Manager work centers.0 it offers a new Work Center based user interface. 435 . All rights reserved. With version 7. 2009 © 2009 SAP AG.CR700 Lesson: Additional Topics in IT Service Management Figure 200: SAP Solution Manager Work Center Integration SAP Solution Manager helps you to manage your SAP system landscape across the life cycle.

Unit 9: IT Service Management CR700 Lesson Summary You should now be able to: • name additional features of IT Service Management 436 © 2009 SAP AG. All rights reserved. 2009 .

CR700 Unit Summary Unit Summary You should now be able to: • describe IT Service Management • understand the main features and functions of IT Service Management • describe Service Requests and Master Requests • understand the main functions of Service and Master Requests • explain specific Incident and Problem functions • understand the basic concept of Knowledge Articles • describe main features of Knowledge Articles • explain Request for Change documents • describe main features of Requests for Change • name additional features of IT Service Management 2009 © 2009 SAP AG. 437 . All rights reserved.

All rights reserved.Unit Summary CR700 438 © 2009 SAP AG. 2009 .

CR700 Test Your Knowledge Test Your Knowledge 2009 © 2009 SAP AG. All rights reserved. 439 .

Test Your Knowledge CR700 Answers 440 © 2009 SAP AG. 2009 . All rights reserved.

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In-House Repair and Warranty Claim Understand the main aspects of IT Service Management scenarios 2009 © 2009 SAP AG. Service Contracts and Service Plans Understand the concept of service order processing and the relevant customizing. 441 . Return. All rights reserved.CR700 Course Summary Course Summary You should now be able to: • • • • • Configure and maintain installed bases and objects Explain and configure contract-related service transactions like Service Agreements. Explain and set up different complaint documents like Complaint.

All rights reserved.Course Summary CR700 442 © 2009 SAP AG. 2009 .

92 Controlling Integration. 23 Price Agreements. 19 Installed Base Management. 94. 41 Object Family. 40 Object List. 193 Auto Complete. 443 . 395 Address inheritance. 27. 224 I Incident. 184 Resource Search.Index A Accounting Interaction Center. 86 Proposal for Product List. 85 D Dates in Contracts. 230 Complaints. 189 2009 © 2009 SAP AG. 23 M Mass-Object Controlling. 56 G Gantt View. 87 L Locking of Incidents. 286 Contract Change Processes. 241 Appointment Scheduling. All rights reserved. 395 ERP Billing. 406 Automatic Warranty Start. 99 Contract Determination. 408 Installed Base. 197 R Resource Planning. 95 F Functional Locations. 258 Counters. 405 K Knowledge Article. 18 IT Service Desk. 190 Response Profile. 246 Billing Plan. 88 Product List. 289 Revenue Recognition. 396 Item Determination. 83 Returns. 248 Q Qualification. 404 O Object Fact Sheet. 23 Amount Allocation. 85 Objects. 193 E Employee Interaction Center. 38 P Partner Inheritance. 418 B Billing. 89. 259 Master Service Request. 196 Assignments. 263 C CATS. 98 Demand Search. 408 Logistics Integration.

403 Shared Service Center. 128 Service Level Agreement. 83 Service Request. 80 Service Plan. 394 Single-Object Controlling.Index CR700 S Serial Number Integration Complaints. 26 Warranty Assignment. 220 Service Arragement. 406 U Unlocking of Incidents. 27 444 © 2009 SAP AG. 187 Service Confirmation. 84. 128 Service Profile. 260 SLA Determination. 124 Service Plan Product. 2009 . 408 W Warranty. 293 Serial Numbers in Confirmation. 96 Service Interval Template. 80 Service Contract Billing. All rights reserved. 218 Service Contract. 93 Service Contract Template.

please record them in the appropriate place in the course evaluation. If you have any corrections or suggestions for improvement. All rights reserved. 2009 © 2009 SAP AG.Feedback SAP AG has made every effort in the preparation of this course to ensure the accuracy and completeness of the materials. 445 .

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