SAP CRM Service Configurations

Service Config-Doc
CRM SERVICE (CDIT)

- Config. Document
Contents
CRM SERVICE: Configuration Guide 5
1 Purpose 5
2 Configuration 5
Maintain Organizational Data for Service Scenarios 5
2.1.1 Performing Division Settings (SAP CRM) 5
2.1.2 Define Divisions 6
2.1.3 Define Distribution Channels 7
2.1.4 Define Combination of Distribution Channel and 8
2.1.5 Division 8
Maintaining Organizational Units 8
2.1.6 Creating an Organizational Model (SAP CRM) 9
2.1.7 Create Organizational Unit 10
2.1.8 Assign Attributes to Organizational Unit 11
Maintaining Positions for the Organizational Units 13
Organizational Units Assignment 14
2.1.9 Creating a Billing Unit 14
2.1.10 Assigning Billing Unit to Service and Sales 15
2.1.11 Organization 15
2.1.12 Assigning Company Code to Billing Unit 16
2.1.13 Assigning Plant and Storage Location to Service Organization 17
Service Master Data 18
2.5.1 Service Products 18
2.5.1.2 Hierarchy for Service Product 18
2.1.13.1.1 Assigning Service Product Type to Hierarchy 20
2.1.13.2 Categories for Service Products 20
2.1.13.2.1 Creating Categories 21
2.5.2 Warranty Products 23
2.5.2.1 Hierarchy for Warranty Product 23
2.1.13.2.2 Assigning Warranty Product Type to Hierarchy 25
2.5.3 Install Base Creation 26
2.5.3.1 Creating Categories for Equipment Replication 26
2.5.3.2 Default settings for Equipment Replication 28
2.5.4 Settings for Service Transactions (CRM) 29
2.5.4.1 Defining Transaction Types (Service Order and 29
2.5.4.2 Service Confirmation) 29
2.5.4.3 Defining Item Categories 35
2.5.4.4 Defining Item Category Determination (Service Order) 44
2.5.4.5 Defining Copying Control for Transaction Types 46
2.5.4.6 Defining Copying Control for Item Categories 47
2.5.4.7 (Service Order to Conformation) 47
2.5.4.8 Defining Item Category determination while copying (Service Order to Confirmation) 48
2.5.5 Settings for Service Quotation Transactions (CRM) 50
2.5.5.1 Defining Transaction Types (Service Order Quotation) 50
2.5.5.3 Defining Item Category Determination (Service Order 54
2.5.5.4 Quotation) 54
2.5.5.7 (Service Order Quotation to Service Order) 56
2.5.5.8 Defining Item Category determination while copying (Service Order Quotation to Service
Order) 58
2.5.6 Settings for Complaints Transactions (CRM) 59
2.5.6.1 Defining Transaction Types (In-House Repair, Sales Return, Used Part returns) 59
2.5.6.3 Defining Item Category Determination (In-House 75
2.5.6.4 Repair, Sales Return, Used Part Return) 75
2.5.6.7 (Service Order Quotation to Service Order) 77
2.5.7 Settings for Service Contract Transactions (CRM) 78
2.5.7.1 Defining Transaction Types (Service Contract Quotation, Service Contract) 78
2.5.7.3 Defining Item Category Determination 84
2.5.7.6 Defining Item Category determination while copying 86
2.5.7.7 Defining Item Category Determination 92
2.5.7.8 CRM Billing Integration with R/3 Accounting 93
3.1 Maintaining Organizational Data Profile 94
3.2 Defining Partner Determination Procedure 97
3.3 Defining Date Profile 98
3.3 Action Profile 99
3.4 Status Profile 99
3.5 Defining Catalogs, Codes and Profiles 101
4.1 Service Process Controlling Integration 105
4.1.1 Checking Order Type for Internal Order (SAP ECC) 106
4.1.2 Establishing Controlling Type, Level, and Scenarios (SAP ECC) 108
4.1.3 Replicating Service Characteristics Relevant to Controlling (CRM) 109
4.2 Service Process Logistics Integration 110
4.2.1 Define Logistics Scenario for the Procurement of Materials and Services (CRM) 110
4.2.2 Assign Plant and Storage Location to Service Organizational Units (CRM) 110
4.2.3 Define Transfer Parameters for the Goods Movement 111
4.2.4 Create and Change Logistics Scenario for Article Withdrawal ( ECC ) 111
4.2.5 Set Purchasing Document Types for CRM Logistics Integration 112
5.1 Service Resource Planning. 113
5.1.1 Defining Scheduling Engine Functions 113
5.1.2 WFM Core Settings 114
Checking RFC Connection 114
5.1.3 Defining Time Allocation Types 114

5.1.4 Defining Availability Templates 115
5.1.5 Checking Application Status 117
5.1.6 Transferring Status to the WFM Core 118
5.1.7 Creating Resources and Availabilities 118
5.1.8 Appointment Offering in Service Orders 120
5.1.9 Checking Texts for Appointment Scheduling 120
5.2.0 Defining Appointment Interval Groups 121
5.2.1 Checking Parameters for Appointment Scheduling 122
5.2.2 Specifying Event Handling for the WFD Objects 123
5.2.3 Maintaining scales for Qualifications 124
5.2.4 Defining parameters for Qualification Requirements for Item category 125
5.2.5 Basic Setting for Service Resource Planning 126
5.2.6 Defining Service Profiles for Scheduling 127
5.2.7 Selecting the Scheduling Engine 128
CRM SERVICE: Configuration Guide
1 Purpose
This configuration guide provides the information the configuration settings that have been made
to for CRM SERVICE Processes.
2 Configuration
Maintain Organizational Data for Service Scenarios
2.1.1 Performing Division Settings (SAP CRM)
Use
Here we can specify whether or not we work with divisions in the CRM system.
If we use CRM together with an ECC System, we must always maintain a dummy division in
ECC, in order that you can exchange data (master data and documents) between systems, if you
are not using a header division in CRM.
If you use a header division in CRM you do not need to use a dummy division for data transfer
between the ECC and CRM Systems.
Procedure
1. Access the activity using one of the following navigation options:
Transaction code SPRO
Division Settings Define Use of Division and Dummy Division Organizational Management
Master Data SAP CRM IMG menu CRM
2. Set the indicator Division not active if you want to work without a division.
3. Select the indicator Header division if you wish to use divisions at header level in business
transactions in CRM Enterprise.
4. Enter a dummy division if you have set the indicator Division not active. The division that you
enter here must be available in the corresponding ECC system.
Screen Entry Details
2.1.2 Define Divisions
Use
In this step, you can define divisions for CRM in addition to those copied from the ECC System.
You normally have to maintain divisions manually only if you use a CRM standalone system, i.e.
no ECC integration is implemented. Otherwise the divisions have been copied automatically
from ECC into CRM via the initial data replication.
Procedure
1. Access the activity using the following navigation options:
Division Settings Define Divisions Organizational Management Master Data SAP CRM
IMG menu CRM
2. Choose New Entries.
3. Enter the ID and description of your central ECC division in case the division has not been
replicated from the ECC.
4. You can enter additional divisions, but for the SAP Best Practices scenarios only the first entry
will be used.
5. Save your entries.
2.1.3 Define Distribution Channels
Use
In this step, we can define distribution channels for CRM.
Procedure
Organizational Management Master Data SAP CRM IMG menu CRM Organizational Data
for Sales Scenarios Define Distribution Channels
3. Enter 1 3 distribution channels with ID and description according to the distribution
channels in your ECC system.
2.1.4 Define Combination of Distribution Channel and
2.1.5 Division
Use
In this step, we can define combinations of distribution channels and divisions that can be
assigned as attributes to the sales organization to define a sales area.
Procedure
Organizational Management Master Data SAP CRM IMG menu CRM Organizational Data
for Sales Scenarios Define Combination of Distribution Channel and Division
3. Enter possible combinations of distribution channels and divisions according to your sales
areas in the ECC system and your settings in the preceding activities.
Maintaining Organizational Units
Use
Organizational units are functional units of a company. Depending on how task distribution is
organized in a company, these can be, for example, departments, groups or project teams.
Separate organizational units for marketing, sales and service will be defined.
The organizational unit in sales and distribution structures the company according to SD
requirements. Sales transactions are prepared and implemented in a sales organization. Several
sales offices or sales groups or other freely definable organizational units can be assigned at
lower level than the sales organization. It is not possible, however, for other sales organizations
to be subordinate to a sales organization. You can assign attributes to a sales organization in
organizational plan maintenance. The sales organization is then responsible for these attributes;
for example, one or more divisions and distribution channels, a language, or a postal code.
In addition there are organizational unit in the service area in which services are planned and
prepared.
For CRM service there is the attribute Service organization, which you set in organizational
model maintenance on the Function tab page. This attribute flags an organizational unit as a
responsible organizational unit in the service area. This means that the organizational unit is
flagged as a superordinate organizational unit in the service area, to which you can assign
subordinate organizational units.
Subordinate organizational units, the responsible service organizations, report to the service
organization. By inheriting the attribute Service organization, the system identifies the
subordinate organizational units implicitly as organizational units for the service area.
2.1.6 Creating an Organizational Model (SAP CRM)
Use
An organization model is created initially together with a root organizational unit which builds
the basic node for all other organizational units.
Procedure
Transaction code PPOCA_CRM
Master Data SAP CRM IMG menu Customer Relationship Management Maintain
Organizational Model Organizational Management Organizational Model
2. Confirm the date proposed by the system or enter your own validation dates.
3. Choose Continue.
4. A root organizational unit is automatically created.
5. Maintain the following values for this organizational unit:
Field name Value
Basic data
Organization Unit (ID) O 50000025
Organization Unit (Description) Reliance Retail Ltd.
Address
House No/Street
Location Mumbai
Postal Code
Country IN
Attributes
Country IN
6. Save your data. An ID will be automatically created for the root organization.
2.1.7 Create Organizational Unit
Prerequisites
The root node O 50000025 has already been created like described in preceding section.
Procedure
Transaction code PPOMA_CRM
Maintain Organizational Model Organizational Model SAP CRM menu Master Data
2. Run the following steps to create the following SAP Best Practices organizational structure as
an to work with:
3. In the screen area Assignment Plan (CRM), select the root organizational unit Company BP
for CRM. This object has already been created is the preceding section.
4. Mark the organizational unit and click the right mouse button and choose Create.
2. Mark the option Is line supervisor of Organizational unit, then choose Transfer.
3. On the tab Basic Data you have to enter the Code and a Description for the organizational unit
(see screenshot above).
4. On the Address tab, enter an address for the organizational unit. You have to enter at least City,
Postal Code and Country.
Result
The organizational units for sales and service scenarios have been created.
2.1.8 Assign Attributes to Organizational Unit
Use
We can use general attribute maintenance to attribute data (attributes) to organizational units,
when creating your sales and distribution or service structure. You always maintain these
attributes specifically for a scenario (Sales or Service).
CRM distinguishes between organizational and business attributes:
organizational attributes define the type of organizational unit, for example, whether it is a sales
organization or a service group.
business attributes define the responsibility of an organizational unit, for example, for which
distribution channels or product groups an organizational unit is responsible.
Attributes can have one or more values. For some attributes, you can also enter areas (for
example, partner numbers 001 to 300).
The following organizational units are available in CRM for which you can enter the
corresponding organizational unit in the ECC system.
Scenario Organizational attribute Corresponds in ERP with
Sales Sales organization Sales organization

Sales Sales office Sales office
Sales Sales group Sales group
Service Service organization Planning plant
Procedure
Access the activity using one of the following navigation options:
Maintaining of organizational attributes
1. In order to maintain the organizational attributes select an existing organizational unit and
choose the tab Function.
2. Select the relevant scenario (Sales or Service) and maintain the following attributes.
In case of a standalone CRM system, i.e. without ERP integration an ERP Org Assignment is not
necessary and possible.
Organizational Unit ID Scenario Function ERP Org Assignment
50000039 Sales
Sales organization
ECC sales org.: 9001
50000039 Service
Service Organization
Service Organization:
0001
50000080 Service
Service Team
Maintaining of business attributes
1. In order to maintain the business attributes select an existing organizational unit and choose
the tab Attributes.
2. In field Attribute maintenance scenario, select the relevant scenario (Sales or Service) to
maintain the appropriate attributes of the organizational unit.
3. Select field Obj. Permitted in Determination if necessary.
Otherwise this organizational unit will not be taken into consideration for the organizational data
determination.
4. Maintain all necessary attributes for both scenarios of an organizational unit if necessary.
Choose button All Attributes to enter the values for the attributes.
Organizational Unit ID Scenario Attribute Value Value to
50000039
Sales Country IN
Correspondence Language EN
Sales Tupel () 0101 2001
Ref. currency for document INR
Division 01
Distribution Channel 01 20
Postal Code
50000039 Service Postal Code 100000 199999
Postal Code
50000039 Sales Obj. Permitted in Determination
50000080 Service Obj. Permitted in Determination
Postal code 110001 110400
50000080 Sales Tupel () 2001
Ref. currency for document INR
Division 01
Distribution Channel 20
5. Choose the button Check for the Consistency. The light becomes green. If not, choose Display
check results.
Maintaining Positions for the Organizational Units
Use
You assign positions to organizational units, in doing this, you also determine the tasks assigned
to them. You can define a chief position within an organizational unit, to which all other
positions in the organizational unit report.
Procedure
2. In the screen area Assignment Plan (CRM), select the organizational unit, which you want to
assign the position.
3. Mark the organization unit and click the right mouse button and choose Create.
4. Mark the option Incorporates Position, then choose Transfer.
5. On the tab Basic Data you have to enter the Code and a Description for the position. Set the
check box Head of own organization unit for all managers.
6. Choose the tab Function and select your scenario, e.g. Sales or Service. Here you can select
and assign, for example, the appropriate sales and service organization.
7. Choose the tab Attributes. You will see the inherited Attributes from the organization unit.
8. Choose the button Check for the Consistency. The light becomes green. In other cases, choose
Display search results for details.
Maintain the following positions:
Organizational Units Assignment
2.1.9 Creating a Billing Unit
Use
The purpose of this activity is to create the billing unit(s) being assigned to sales orders via the
respective sales organization when performing sales transactions.
Procedure
Transaction code BP
Maintain Business Partner Business Partner SAP CRM menu Master Data
2. Choose Create Organization.
3. In field Create in Role select the entry Billing Unit using the input help.
4. On the confirmation screen choose Create.
5. Choose Grouping Y4.
6. Enter a name (for example BP Billing Unit).
7. On tab page Address enter a Country (for example DE).
8. Save your entries and take a note of the number of the newly created Billing Unit:
Result
A billing organization unit has been created.
Screen entry details
2.1.10 Assigning Billing Unit to Service and Sales
2.1.11 Organization
Use
The purpose of this activity is to define for service and sales transactions which billing units are
found from the appropriate service/sales organizations.
Prerequisites
The respective service and sales organizations and billing units are already defined in the system.
Procedure
Master Data SAP CRM IMG menu Customer Relationship Management Cross-System
Assignment of OrganizationalOrganizational Management Assign Billing Units to
Service/Sales OrganizationsUnits
2. Choose New Entries and enter the following data:
Field Name Field Entry
Service Org O 50000039
Service Org SO_9001
Sales Org. O 50000039
S Org. SO_9001
Bill. Unit 10108
Result
A billing unit has been assigned to each service and sales organization being necessary.
2.1.12 Assigning Company Code to Billing Unit
Use
The purpose of this activity is to define which company code is determined from the respective
billing unit. This applies to sales transactions and service transactions in CRM Online that are
invoiced via CRM Online, and posted as billing documents in SAP ECC Financial Accounting
(FI).
Prerequisites
Company Code 9001 has been replicated and a new billing unit has been created.
Procedure
Assignment of OrganizationalOrganizational Management Assign Company Codes to Billing
UnitsUnits
2. Choose New Entries and select the following values (using the input help):
Bill. Unit 10108
Co Code 9001
2.1.13 Assigning Plant and Storage Location to Service Organization
Use
The assignment applies to service processes in SAP CRM and is used to determine the correct
plant and storage location when withdrawing or reserving spare part items.
Prerequisites
The respective service organizations units are already defined in the system.
Procedure
Assignment of OrganizationalOrganizational Management Assign Plant and Storage Location
to Service OrganizationalUnits Units
2. Choose New Entries and enter the following data:
Service Organization O 50000039
Service Team O 50000080
Service Employee *
Plant 4001
Storage Location 1003
Result
A plant and storage location has been assigned to each service organization being necessary.
Service Master Data
Service Products
2.5.1.2 Hierarchy for Service Product
Use
Hierarchies allow you to create classification structures showing the relationships between
categories. A hierarchy is constructed like a tree structure with a root category that includes all
other categories. The root category is the highest-level node within the hierarchy and does not
generally contain any control information.
Procedure
1. To carry out the activity, choose one of the following navigation options:
SAP CRM Creating Hierarchies

Transaction code COMM_HIERARCHY
Maintain Categories and Hierarchies New Hierarchy Products SAP Menu Master Data
Result
The new hierarchy is now created product type Service.
2.1.13.1.1 Assigning Service Product Type to Hierarchy
Use
The product types Service need to be assigned to the appropriate hierarchy.
Procedure
1. Carry out the following steps:
SAP CRM Assigning Product Type to Hierarchy
Transaction code COMM_PRAPPLCAT
IMG Path Cross-Application Components SAP Products Product Category Assign Category
Hierarchies to Applications 2. Double click on the folder Assgmt per Product Type for Application Product.
4. Maintain the values as shown in the following tables:
Product Type Hierarchy ID
Service ZSER01
5. Choose Save.
6. Choose back twice.
Result
The new Service hierarchy is now assigned to the product type Service.
2.1.13.2 Categories for Service Products
Use
The service product master data has to be maintained with special information according to the
transaction in which they are used. Therefore you have to create two product categories:
Service with Resources:
These service products are used in the transaction service customer and describe the service to be
performed or which has been performed.
Service Products for Contracts:
These service products describe in SLA contracts which service has to be performed when
required. For example, the service employee has to be at the customers within four hours.
The product categories with sets and attributes for those kinds of services have to be created.
Prerequisites
It is a prerequisite for the creation of the categories that the hierarchy ZSER01 has been Created
in SAP CRM.
2.1.13.2.1 Creating Categories
Use
Creation of new categories for service products used for SLA contracts, for service products used
as items in a service order.
Procedure
SAP CRM Creating Categories
Maintain Categories and Hierarchies Products SAP Menu Master Data
3. Choose Open Hierarchy
4. Select the newly created hierarchy ZSER01 and choose Continue.
5. Choose Display <-> Change.
Creating Category for Service with Resources
Choose the root category Product Subtype ZSER_
6. Choose New Category.
7. Enter the following data:
Category ID ZSER_0001
Description Service with Resources
8. Choose Continue.
9. On the Category tab page maintain the values as shown in the following table (if not already
done):
Category tab page
Basic Data on Category
Product Type Service
Product / Object Assignment Possible
Product / Object Maintenance: Control Fields
Can Maintain Documents
Can Maint. Conditions
10. On the Set Types tab page maintain the values as shown in the following table:
Set Types tab page
Assigned Set Types
Set Type Description Position View ID
COMM_PR_SHTEXT Descriptions 10 General
COMM_PR_LGTEXT1 Basic Texts 20 General
CRMM_PR_SALESA Sales: Control Fields, Quantities 10 Sales and Distribution
CRMM_PR_SALESG Sales: Groupings 20 Sales and Distribution
CRMM_PR_TAX Taxes 30 Sales and Distribution
COMM_PR_LGTEXT2 Sales: Texts 40 Sales and Distribution
COMM_PR_SRV Basic Data on Services 10 Service
ZDIV_SET Division Set Type 20 Service
CRMM_PR_BTR Transaction Control Fields 30 Service
COMM_PR_SRVRR Resource Requirement 40 Service
COMM_PR_SRVDUR Duration of Work 50 Service
COMM_PR_UNIT Units of Measure 60 Service
Creating Category for Contract Services
Choose the root category Product Subtype ZSER_
Category ID ZSER_0002
Description Service Products for Contracts
12. Choose Continue.
done):
Category tab page
Product Type Service
14. On the SetTypes tab page maintain the values as shown in the following table:
SetTypes tab page
Assigned Set Types
CRMM_PR_SALESA Sales: Control Fields, Quantities 10 Sales and Distribution
CRMM_PR_SALESG Sales: Groupings 20 Sales and Distribution
CRMM_PR_TAX Taxes 30 Sales and Distribution
COMM_PR_LGTEXT2 Sales: Texts 40 Sales and Distribution
COMM_PR_SRV Basic Data on Services 10 Service
ZDIV_SET Division Set Type 20 Service
CRMM_PR_BTR Transaction Control Fields 30 Service
CRMM_PR_SRVENT Default Values for Service Contracts 40 Service
COMM_PR_UNIT Convert Units of Measure 50 Service
SERVICEPLAN Service Plan 60 Service
Warranty Products
Hierarchy for Warranty Product
Use
Hierarchies allow you to create classification structures showing the relationships between
categories. A hierarchy is constructed like a tree structure with a root category that includes all
other categories. The root category is the highest-level node within the hierarchy and does not
generally contain any control information.
Procedure
SAP CRM Creating Hierarchies
Maintain Categories and Hierarchies New Hierarchy Products SAP Menu Master Data
2.1.13.2.2 Assigning Warranty Product Type to Hierarchy
Use
The product types Service need to be assigned to the appropriate hierarchy.
Procedure
7. Carry out the following steps:
SAP CRM Assigning Product Type to Hierarchy

Transaction code COMM_PRAPPLCAT
IMG Path Cross-Application Components SAP Products Product Category Assign Category
Hierarchies to Applications 8. Double click on the folder Assgmt per Product Type for Application Product.
10. Maintain the values as shown in the following tables:
Product Type Hierarchy ID
Service ZWTY01
11. Choose Save.
12. Choose back twice.
Result
The new Warranty hierarchy is now assigned to the product type Service.
Creating Category for Warranties
13. Choose the root category Product Subtype ZWTYCAT_
Category ID ZWTYCAT001
Description Warranty Time Dependent
17. Choose Continue.
done):
Category tab page
Product Type Warranty
19. On the Set Types tab page maintain the values as shown in the following table:
Set Types tab page
Assigned Set Types
CRMM_PRWTY Warranty 10 Warranty
CRMM_PRWTY_CAT Warranty Catalog Data 20 Warranty
CRMM_PRWTY_CNT Warranty Counter Data 30 Warranty
CRMM_PRWTY_SRV Warranty Services 40 Warranty
Install Base Creation
Creating Categories for Equipment Replication
Purpose
The Purpose of this equipment category is to map the equipment structure in ECC to CRM.
Procedure
SAP CRM Creating Categories
Maintain Categories and Hierarchies Products SAP Menu Master Data
22. Choose Open Hierarchy
23. Select the existing Hierarchy R3PRODSTYP and choose Continue.
24. Choose Display <-> Change.
Creating Category for Equipment
Default settings for Equipment Replication
Procedure
IMG Define Default Settings for Equipment Replication
Transaction code
Installed Base Replication of Equipment fromSAP Menu Master Data SAP ECC Customer
Service (CS) Define Default Settings for Equipment Replication
Settings for Service Transactions (CRM)
Defining Transaction Types (Service Order and
Service Confirmation)
Use
In this process, you define transaction types for service order and confirmations. Define the
controlling attributes (for example, text determination procedure, partner determination
procedure, status profile, and organizational data profile) for Respective Transaction types.
To exchange the service order documents between the CRM and ECC systems it is necessary to
create the sales document with an identical identifier (ZSRO,ZL1S,ZINS,ZSRT,ZSRC) has to be
maintained in ECC system. This entry is necessary for the replication of sales orders and
availability check.
Procedure
Define Transaction Types Basic Settings Transactions SAP CRM IMG menu CRM
2. Select Trans. Type SRVO, SRVC and choose the button Copy As (F6).
3. On the Definition of Transaction Types screen make the following entries (accept the default
values for all other fields):
Field name Description User action and values Parameters
Trans. Type ZSRO CDIT Service Order
ZL1S CDIT L1Service order
ZSRT CDIT Order Templ

ZINS CDIT Installation
ZSRC CDIT Service
Confirm
4. Choose Enter.
5. Choose Save.
Defining Item Categories
Use
In this process, you define item categories for service order. An item category specifies the
properties and attributes of a business transaction item, and therefore controls how the item is
processed.
To exchange the service items between the CRM and ECC systems it is necessary to create the
item category with an identical identifier in ECC. This entry is necessary for the replication of
service orders, sales items and the availability check.
Procedure
Define Item Categories Basic Settings Transactions SAP CRM IMG menu CRM
2. Select Item Category Type AGN, TAN, and REN and choose the button Copy As (F6).
3. On the Definition of Item categories accept the default values for all fields:
Item category ZSOP Reliance Service Item
ZSPR R Item for Pur req
ZSRR R Item for reservati
ZSTP Rel Templ. Service
ZL1S L1 Service Item
SRVP SAP Service Item
ZSCP Rel Confirm. Service
ZSCM R Confirm .Material
ZFSP Confirm. Service Free
4. Choose Enter.
5. Choose Save.
Defining Item Category Determination (Service Order)
Use
In this process, you can define, per business transaction category and item category group, which
item categories the system defaults for processing business transactions. At the same time, you
can define which item categories can alternatively be entered manually for system default. There
are a maximum of three alternative item categories possible.
To Replicate the Order in ECC and for availability check, an entry has to be made in ECC item
category determination for transaction type ZSRO, ZL1S, ZINS, ZSRT in the ECC back-end
system according to the ones in the CRM system. This entry is necessary for the replication of
sales orders and the credit check

Procedure
Define Item Category Determination Basic Settings Transactions SAP CRM IMG menu
CRM
2. Choose New Entries and enter the following new item category determinations:
Trans. Type ItmCtyGrp Item Usage MainItmCty Item Cat.
ZSRO ZSOP
ZSRO ZSRP ZSOP
ZSRO ZSRM ZSRR
ZSRO NORM ZSRR
ZSRO SPLA SRVP
ZL1S ZSRP ZSOP
ZL1S ZSRM ZSRR
ZL1S NORM ZSRR
ZINS ZFSP SRVP
ZINS ZSRP ZSOP
ZINS NORM ZSRR
ZINS ZSRM ZSRR
ZSRT ZSTP
ZSRT ZSRP ZSTP
ZSRT ZSRM ZSTP
ZSRC SPLA ZFSP
ZSRC ZSRP ZSCP
ZSRC ZSRM ZSCM
ZSRC ZSRM ZSCP ZSCM
ZSRC ZFSP ZFSP
Defining Copying Control for Transaction Types
Use
In this step, you define the control for copying for the Transaction Types ( Service Order to
Service Confirmation).To do this, you enter a source transaction type and a target transaction
type, and define the corresponding conditions for this combination.
Procedure
Copying Control Basic Settings Transactions SAP CRM IMG menu CRM Define
Copying Control for Transaction Typesfor Business Transactions
2. Choose New Entries and enter the following new copying controls:
Source trans. Trans. type Copy item number Complete reference Copying Routine Copy Price
Agreements
ZSRO ZSRC
ZL1S ZSRC
ZINS ZSRC
ZSRT ZSRO
Defining Copying Control for Item Categories
(Service Order to Conformation)
Use
In this step, you define the control for copying Service order to Confirmation items. To do this,
you enter a source item category and a target item category, and define the corresponding
conditions for this combination.
Procedure
Copying Control for Item Categoriesfor Business Transactions
Source trans. Trans. type Copy routine Copy conditions Copying Routine Reexplode Structure/F
Process Flow Fix Copy PO data
ZSOP ZSCP Copy all conditions
ZSRR ZSCM Copy all conditions
ZL1S ZSCP Copy all conditions
Defining Item Category determination while copying (Service Order to Confirmation)
Use
In this step, you define a specific item category determination which should be run during
copying. The item category is used to find the target item category in the source transaction for
the transaction type in the target transaction. This means that the transaction type for the source
transaction is not relevant for the item category determination.
Procedure
Copying Control Basic Settings Transactions SAP CRM IMG menu CRM Define Item
Categoy determination whilefor Business Transactions copying
Source Category. Target Trans. type ItemCat by
ZSOP ZSRC ZSCP
ZSRR ZSRC ZSCM
ZL1S ZSRC ZSCP
SRVP ZSRC ZFSP
3. Save the entries
Settings for Service Quotation Transactions (CRM)
Defining Transaction Types (Service Order Quotation)

In this process, you define transaction types for service order Quotation. Define the controlling
attributes (for example, text determination procedure, partner determination procedure, status
profile, and organizational data profile) for Respective Transaction type.
Procedure
7. Select Trans. Type SRVQ and choose the button Copy As (F6).
Trans. Type ZSRQ CDIT Serv Ord
Quote
9. Choose Enter.
10. Choose Save.
Use
processed.
Procedure
7. Select Item Category Type SRQP, SRQM and choose the button Copy As (F6).
Item category ZSQM Service Mat. Item Qt
ZSQP Service Prod. Item Qt
9. Choose Enter.
10. Choose Save.
Defining Item Category Determination (Service Order
Quotation)
Use
Procedure

CRM
ZSRQ NORM ZSQP
ZSRQ ZSRP ZSQP
ZSRQ ZSRM ZSQM
Use
In this step, you define the control for copying for the Transaction Types ( Service Order
Quotation to Service Order).To do this, you enter a source transaction type and a target
transaction type, and define the corresponding conditions for this combination.
Procedure
Agreements
ZSRQ ZSRO
ZSRQ ZL1S
ZSRQ ZINS
ZSRQ ZINH
ZSRO ZSRQ
ZL1S ZSRQ
ZINS ZSRQ
ZINH ZSRQ
(Service Order Quotation to Service Order)
Use
Procedure

ZSQP ZL1S Copy all conditions
ZSQP ZSOP Copy all conditions
ZSQM ZSRR Copy all conditions
ZSOP ZSQP Copy all conditions
ZSRR ZSQM Copy all conditions
ZL1S ZSQP Copy all conditions
Defining Item Category determination while copying (Service Order Quotation to Service Order)
Use
Procedure
Category determination whilefor Business Transactions copying
Source Category. Target Trans. type Item Cat by
ZSQP ZSRO ZSOP
ZSQM ZSRO ZSRR
ZSQP ZINS ZSOP
ZSQM ZINS ZSRR
ZSQP ZL1S ZSOP
ZSQM ZL1S ZSRR
ZSQP ZINH ZSOP
ZSQM ZINH ZSRR
ZSOP ZSRQ ZSQP
ZSRR ZSRQ ZSQM
6. Save the entries
Settings for Complaints Transactions (CRM)
Defining Transaction Types (In-House Repair, Sales Return, Used Part returns)
In this process, you define transaction types for In-House Repair, sales returns and Used part
returns. Define the controlling attributes (for example, text determination procedure, partner
determination procedure, status profile, and organizational data profile) for Respective
Transaction type. The settings relevant to R/3 is mentioned in the R/3 Configuration guide.
Please note that his document does not give the settings to be done in R/3 to enable In-House
Repair.
Procedure
2. Select Trans. Type REPA, CRMC, UPRR and choose the button Copy As (F6).
Trans. Type ZINH RIL In-House Repair
ZRET CDIT Sales Returns
ZUPR REL Used Part Return
4. Choose Enter.
5. Choose Save.
Use
processed.
Procedure
10. Select Item Category Type RREQ, RSUB, DGNS, LOAN, LRET, RRET, REPA, CRMC, and
choose the button Copy As (F6).
Item category ZRRQ CDIT Repair Request
ZRSU R Return for Repair
ZDGN RIL Diagnosis Item
ZLOA R Loan Device Deliver
ZLRE R Loan Device Pick Up
ZDRE Returns Request
ZCMP CDIT Complaints
ZG2N Credit Memo
ZTNN CDIT Fre of Char Sub
ZSRE sales Return item
9. Choose Enter.
10. Choose Save.
Defining Item Category Determination (In-House

Repair, Sales Return, Used Part Return)
Use
Procedure
CRM
ZINH ZRRQ
ZINH REPA ZDGN ZSOP
ZINH NORM ZRRQ
ZINH NORM LOAN ZDGN ZLOA
ZINH NORM LOAN ZLOA ZLRE
ZINH NORM
ZINH NORM REPA ZDGN ZSOP
ZINH NORM RRET ZRSU ZRET
ZINH NORM RSUB ZRRQ ZRSU
ZINH ZLOA ZLOA
ZINH ZLOA LRET ZLOA ZLRE
ZINH ZSRM ZSRR
ZINH ZSRM RMAT ZSOP ZSRR
ZINH ZSRP ZSOP
ZINH ZSRP ZRRQ ZDGN
ZINH ZSRP DGNS ZRRQ ZDGN
ZINH ZSRP REPA ZDGN ZREP
ZUPR NORM ZDRE
ZUPR ZSRM ZDRE
ZRET ZCMP
ZRET NORM ZCMP
ZRET NORM CRED ZCMP ZG2N
ZRET NORM REPL ZCMP ZTNN
ZRET NORM RETR ZCMP ZSRE
ZRET ZSRM ZCMP
ZRET ZSRM CRED ZCMP ZG2N
ZRET ZSRM REPL ZCMP ZTNN
ZNORM ZSRM RETR ZCMP ZSRE
Use
In this step, you define the control for copying for the Transaction Types ( In-House repair Order,
Used part return, sales Return).To do this, you enter a source transaction type and a target
Procedure
Agreements
ZINH ZREM
ZINH ZSRC
ZINH ZSRQ
ZRET ZSRC
ZSRC ZUPR
(Service Order Quotation to Service Order)
Use
Procedure
ZRRQ ZDGN
ZRRQ ZRSU
ZRSU ZRET
ZDGN ZSOP
ZSOP ZSRR
ZLOA ZLRE
ZSOP ZLOA
ZCMP ZSRE
ZCMP ZG2N
ZCMP ZTNN
ZSCM ZDRE
Settings for Service Contract Transactions (CRM)
Defining Transaction Types (Service Contract Quotation, Service Contract)

Use
In this process, you define transaction types for service order and confirmations. Define the
controlling attributes (for example, text determination procedure, partner determination
procedure, status profile, and organizational data profile) for Respective Transaction types.
To exchange the service order documents between the CRM and ECC systems it is necessary to
create the sales document with an identical identifier (ZSCQ,ZSC) has to be maintained in ECC
system. This entry is necessary for the replication of sales orders and availability check.
Procedure
12. Select Trans. Type ZSCQ, ZSC and choose the button Copy As (F6).
Trans. Type
ZSCQ CDIT Contract Quote
ZSC CDIT Service Contract
14. Choose Enter.
15. Choose Save.
Use
processed.
Procedure
13. Select Item Category Type RREQ, RSUB, DGNS, LOAN, LRET, RRET, REPA, CRMC, and
choose the button Copy As (F6).
Item category ZRRQ CDIT Repair Request
ZSCN R Serv. Contract Item ZRSU R Return for Repair
ZSCQ R Serv. Contract Item ZDGN RIL Diagnosis Item
16. Choose Enter.
17. Choose Save.

Defining Item Category Determination
Use
Procedure
CRM
ZSC ZSRP ZSCN
ZCSQ ZSRP ZSCQ
ZSC SPLA SPLA
ZSC SPLA ZSCN SPLA
Use
In this step, you define the control for copying for the Transaction Types ( In-House repair Order,
Used part return, sales Return).To do this, you enter a source transaction type and a target
Procedure
Agreements
ZSCQ ZSCN
Use
Procedure
Source trans. Trans. type Copy routine Copy conditions Copying Routine Re explode Structure/F
ZSCN ZCMP
ZSCN ZSOP
ZSCN ZSRR
ZSCN ZRRQ
ZSCN ZDGN
ZSCN ZL1S
ZSCQ ZSCN
Defining Item Category determination while copying
Use
Procedure
2 Access the activity using the following navigation options:
Category determination whilefor Business Transactions copying
3 Choose New Entries and enter the following new copying controls:
Source Category. Target Trans. type Item Cat by
ZSCN ZSRO ZSOP
ZSCQ ZSC ZSCN
4 Save the entries
Settings for CRM Billing
Define Billing Types
In this process, you define Billing types for service Processes. Define the controlling attributes
(for example, text determination procedure, partner determination procedure, status profile, and
organizational data profile) for Respective Billing types.
Procedure
Define Billing Types Billing SAP CRM IMG menu CRM
19. Select Trans. Type F2SV , F2SK, L2 and choose the button Copy As (F6).
Trans. Type
Z2SK Invoice Service Contract
ZBSO Invoice SER ORD

ZL2 CDIT Debit Memo
21. Choose Enter.
22. Choose Save.
Define Billing Item categories
In this process, you define item categories for CRM Billing. An item category specifies the
properties and attributes of a billing transaction item, and therefore controls how the item is
processed.
Procedure
Define Item Categories Billing SAP CRM IMG menu CRM
16. Select Item Category Type SCN, L2N and choose the button Copy As (F6).
Item category
ZSCN RR Service
ZL2N Debit Memo Item
ZSCC RR Service Contract
23. Choose Enter.
24. Choose Save.
Defining Item Category Determination
Use
In this process, you can define item category determination for CRM billing
Procedure
Item Category Determination Billing SAP CRM IMG menu CRM
Source transac-tion Source Item category Billing Item category
ZSRC ZSCP ZSCN
ZSRC ZSCM ZSCN
ZSC ZSCN ZSCC
ZRDM ZLMF ZL2N
CRM Billing Integration with R/3 Accounting
Assign Revenue Accounts for Service Processes
Procedure
Transfer of Billing Integration Billing SAP CRM IMG menu CRM Assign Revenue
Accounts for Service ProcessesDocuments to Accounting
O 50000039 0DIF 20 * * * 5420300
O 50000039 0PAG 20 * * * 6370700
O 50000039 0PAR 20 * * * 6370700
O 50000039 0PN0 20 * * * 6370710
O 50000039 1308 20 * * * 6370700
O 50000039 PTCS 20 * * * 5420300
O 50000039 PTRD 20 * * * 7575800
O 50000039 PTVI 20 * * * 5671200
O 50000039 ZPCE 20 * * * 6370700
O 50000039 ZPHA 20 * * * 6370700
O 50000039 ZPIT 20 * * * 6370700
O 50000039 ZPSV 20 * * * 6370710
O 50000039 ZPTE 20 * * * 6370700
O 50000039 ZRND 20 * * * 6370700
2.5.7.9 Assign Document Types
Procedure
Assign Document Types Transfer of Billing Documents to Accounting Integration
Billing SAP CRM IMG menu CRM
Billing Type Doc typ Cancellation
Z2SK ZR AB
ZBSO ZR AB
ZG2 DG DA
ZL2 DR DR
Basic Functions
3.1 Maintaining Organizational Data Profile
Use
The purpose of this activity is to create a new organization determination profile that allows you
to determine the responsible organizational unit by means of Pin Code of the Business Partner or
by the the assignment of the respective system user, which creates a business transaction, in the
organizational model.
Prerequisites
The organizational model has been created and all persons creating business transactions in the
CRM system are assigned to an organizational unit either as user or as business partners with
an assigned user.
Also Pin code are captured as org attributes for Organizational determination by business partner
Pin code.
Procedure
1. Access the activity by using the following navigation options
Transaction code CRMC_ORGPROF
Organizational Management Master Data SAP CRM IMG menu CRM Maintain
Change Rules and Profiles Organizational Data Determination Organizational Data Profile
2. To create new organizational data determination profile perform the following the following
steps
3. Choose new entries and enter the following values
4. Save Settings
5. Assign Organizational data profile to Transaction types.
3.2 Defining Partner Determination Procedure
Use
The purpose of this activity is to define partner determination procedures which the system uses
to automatically enter partners in business transactions. The partner functions and access
sequences you defined before were combined here.
Procedure
SAP CRM Defining Partner Determination Procedure
IMG Path Customer Relationship Management Basic Functions Partner Processing Define
Partner Determination Procedure
2. Highlight the standard determination procedure and choose Copy As.
3. Maintain the following values:
Z0000006 Reliance Service Header
Z0000007 Reliance Service Header Instal
Z0000008 Reliance iist Service Header
Z0000009 Tech Consignment stock
Z0000010 Reliance Service Header L1
Z0000020 Business Activities-SMS
Z0000030 Reliance Spare Part Item
Z0000062 Notification
ZLOAPART loa partner det
ZPART_SC Rel Service Contract PD
ZREPA In House Repairs
ZRETPAR CDIT Returns Profile
ZRETRNS CDIT Returns Item
ZRSUPART zRepair: Normal Item

ZSRC_PD Rel Confirmation Header
4. Choose Enter.
5. On screen Specify object to be copied choose copy all.
6. Confirm the following message.
7. Save your entries
8. Assign Partner determination profiles to Transaction types and item categories.
3.3 Defining Date Profile
Use
The date profile controls which date types, durations, reference objects and date rules can be
used in a specific transaction type or item category.
Depending on the date profile, you also define the characteristics for date types and durations
(for example, time unit, reference object, duration, date rule) in this activity.
Procedure
SAP CRM Defining Date Profile
Define Date Profile Date Management Basic Functions IMG Menu Customer Relationship
Management
2. Select and highlight standard date profiles and choose Copy As.
ZCONTRACT Date Profile for Rel Service Contracts
ZPREFINST Date Profile for Installation
ZSPL002 Date Profile for CDIT Service Plan
ZSRVOR_DTPR CDIT serv ord date profile
ZSRV_QUOT CDIT Standard Service Quotation Item
4. Assign newly created Date Profiles to transactions and item categories.
3.3 Action Profile
Procedure
SAP CRM Maintaining Action Profile for Print Action
Actions in Transaction Actions Basic Functions IMG Path CRM Define Action Profiles
and ActionsChange Actions and Conditions
2. Make the following entries
ZCOPY_SERVICE_PLAN Create Service Plan
ZING_REPITM Repair Item
ZINHOUSEREP_PRINT In-House Repair Print
ZNEW_INHOUSE_REP_ACTIONS Rel In House Repair Actions
ZREPAIR_ITEM Repair Item
ZREPAIR_LOAN_DEVICE Repair Loan Device Item
ZREP_PART REP PART
ZRETURN_REQ Return Request

ZSALERET_REP Repair Product for Sales ret
ZSERVICE ORDER QUOTE Service Quote Print
ZSERVICECONTRACT_PRINT service contract print
ZSERVICEORDER Service Order
ZSERVICEORDER_PRINT Service Order Print
ZSERVICEORDER_STATUS_CHANGE Service Order Status Change
4. Assign newly crated action profiles to transaction types and item categories.
3.4 Status Profile
Procedure
SAP CRM Maintaining Action Profile for Print Action
Define Status Profiles Status Management Basic Settings Transactions IMG Path CRM
Select Standard Status Profiles and choose copy As..
3. Save entries
4. Assign the newly created status profiles to transactions.
3.5 Defining Catalogs, Codes and Profiles
Use
The catalogs ,codes and profiles control the reason for complain, cause of the defect , the
corrective measure taken for a service transaction.
Procedure
To carry out the activity, choose one of the following navigation options:
SAP CRM Catalogs, Codes and Profiles
Catalogs, Codes and Profiles - Basic Functions IMG Menu Customer Relationship
Management > Define Catalogs
Catalogs, Basic Functions IMG Menu Customer Relationship Management Codes and
Profiles -> Define Code Groups and Codes for Catalogs
Management > Define Code Group Profiles
Management > Define Subject Profiles
Transactions -IMG Menu Customer Relationship Management > Settings for Complaints ->
Settings for Subjects -> Assign Subject Profiles to Transaction Types
Service Process Controlling Integration
Use
The purpose of this section is to describe the necessary settings for the controlling integration.
For controlling integration to function, you must define the controlling scenario in the ECC
system and assign this to a combination of service characteristics.
Checking Order Type for Internal Order (SAP ECC)
Use
The purpose of this activity is to have an order type for the internal order needed. The Order
Type is the Key SAP CO Customizing for CRM Integration.
Procedure
SAP ECC Checking Order Type for Internal Order (SAP ECC)
Transaction code KOT2_FUNCAREA
Define Order Types Order Master Data Internal Orders IMG menu Controlling
2.
3.
4.
5.
Result
A new order types for internal orders has been created.
Establishing Controlling Type, Level, and Scenarios (SAP ECC)
Use
The purpose of this activity is to specify the controlling type and controlling level for
combination consisting of a transaction type and the responsible service organization for a
certain validity period in your ECC back-end system.
Procedure
SAP ECC Establishing Controlling Type, Level, and Scenarios (SAP ECC)
CustomerIMG menu Integration with other mySAP.com Components Controlling Setting for
Service Processing Relationship Management Establish Controlling Type, Controlling Level,
andIntegration Controlling Scenarios
3. .
Result
The required controlling type and controlling level have been specified.
Replicating Service Characteristics Relevant to Controlling (CRM)
Use
The purpose of this activity is to replicate the characteristics of service processes (contracts,
orders and confirmations) that you want to use for Controlling in the ECC system.
Procedure
SAP CRM Replicating Service Characteristics Relevant to Controlling
Transaction code CRM_SERVICE_CO_CHAR
Settings for Service Processes Transactions IMG menu CRM Replicate Service
Characteristics Relevant to ControllingIntegration
2. Select the RFC destination of your replication target system (ECC system).
3. Mark the following objects to be replicated:
Transaction Types
Item Categories
Organizational Units
Service Types
Valuation Types
Product Categories
4. Choose Execute.
Result
The characteristics of service processes (contracts, orders and confirmations) that you want to
use for Controlling in the ECC system have been replicated.
Service Process Logistics Integration
Use
The purpose of this section is to describe the necessary settings for the Logistics integration.
For logistics integration to function, you must define the logistics scenario in the CRM & ECC
system.
Define Logistics Scenario for the Procurement of Materials and Services (CRM)
Use
The purpose of the this section is to define the logistics scenario like purchase requisition,
purchase order or reservation to be created from CRM system.
Procedure
SAP CRM Define Logistics Scenario for the Procurement of Materials and Services
Settings for Service Processes Transactions IMG menu CRM Logistics Integration
-Integration > Define Logistics Scenario for the Procurement of Materials and Services
Assign Plant and Storage Location to Service Organizational Units (CRM)
Use
The purpose of this section is to assign the Plant and storage location for the spare part
withdrawal.
Procedure
-Integration > Assign Plant and Storage Location to Service Organizational Units
Service Organization Service Team Service Employee Plant Storage Location

< Your Service Team based on Org Model> * < Plant as defined in ECC > < Storage Location as
Defined in ECC >
Define Transfer Parameters for the Goods Movement
Use
The purpose of this section is to specify the withdrawal of goods from plant and storage location
by the appropriate movement type.
Procedure
-Integration > Define Transfer Parameters for the Goods Movement
Create and Change Logistics Scenario for Article Withdrawal ( ECC )
Use
The purpose of this section is to specify in ECC the logistics scenario for material withdrawal.
Procedure
SAP ECC Create and Change Logistics Scenario for Article Withdrawal
Transaction code spro
Integration with Other mySAP.com Components -IMG menu Controlling > Customer
Relationship Management -> Settings for Service Processing -> Logistics Integration -> Create
and Change Logistics Scenario for Article Withdrawal
Set Purchasing Document Types for CRM Logistics Integration
Use
The purpose of this section is to set the type of purchasing document to be created from CRM for
a spare part not available.
Procedure
SAP ECC Set Purchasing Document Types for CRM Logistics Integration
Transaction code spro
Integration with Other mySAP.com Components -IMG menu Controlling > Customer
Relationship Management -> Settings for Service Processing -> Logistics Integration -> Set
Purchasing Document Types for CRM Logistics Integration
Service Resource Planning.
Use
You can use the Service Resource Planning function to find suitable and available resources
(technicians) to assign to a service item.
Prerequisites
If you want to select resources according to their availability using Service Resource Planning,
you require Workforce Management Core (WFM Core) being installed as an Add-On with patch
0004 in your CRM system.
It is the central data basis of all data relevant to planning, such as the availability of personnel
resources and workforce requirements. It also finds and manages allocations of resources to
requirements. In the current scenario we have WFM core 2000 with patch level 0007.
Defining Scheduling Engine Functions
Use
The purpose of this activity is to define which Scheduling Engine functions are active.
If appointment scheduling is active, you can use this functionality in the Interaction Center and
in Service Orders in PCUI. Also check the settings under Appointment Scheduling.
Procedure
SAP CRM Defining Scheduling Engine Functions
Settings Settings for Service Processes Transactions IMG menu CRM Select Active
Functions for Schedulingfor Service Resource Planning Engine
2. Check if the following functions are activated:
Function Active
Appointment Scheduling
Ranking List of Resources to Tasks
Service Process Buffers
3. If not, activate these options and save your entries.
WFM Core Settings
Checking RFC Connection
Use
You are using the WFM Core as an add-on in SAP CRM, so you do not need to establish a RFC
connection.
The purpose of this activity is to ensure that no RFC connection has been assigned to the WFM
Core.
Procedure
SAP CRM Checking RFC Connection
IMG menu CRM Transactions Settings for Service Processes Settings for Service Resource
Planning Select RFC Connection
2. Make sure that no RFC connection has been assigned here. Otherwise delete all values.
Defining Time Allocation Types
Use
The time description of a resource consists of individual time specifications. Each time
specification can be of a particular type, such as WORK for working time, ILL for illness,
and so on. You can assign the attribute Available or Not available and a priority to each time
specification type. The time availability of a resource is calculated from the total of all time
specifications (for example, Monday through Thursday, 8 am to 6 pm, Friday 8 am to 2 pm).
Procedure
SAP CRM Defining Time Allocation Types
Settings Settings for Service Processes Transactions IMG menu CRM Make Settings for
the WFM WFM Core for Service Resource Planning Core
Define Time Allocation TypesResource Settings Business Settings for WFD Server WFD
Server
3. Enter the values as shown in the following table:

Result
All required time allocation types are created.
Defining Availability Templates
Use
The purpose of availability templates is to enter the time slots when the technicians are either
available or on leave. Maintaining the templates help in easier maintenance of service
arrangements for the technicians.
Procedure
SAP CRM Defining availability Templates
Define Availability TemplatesResource Settings Business Settings for WFD Server WFD
Server
4.
Checking Application Status
Use
An assignments application status controls the functions that are possible for that assignment.
The purpose of this activity is to specify which WFM Core statuses correspond to the status from
the application.
Procedure
SAP CRM Checking Application Status
Define Application Status Business Settings for WFD Server WFD Server
2. Check if the following values are maintained:
Application Cat AppStatus Core Status Text Text
CRMSV I1004 10 REL Released
CRMSV I1005 10 CMPD Completed
CRMSV I1058 10 ASGD Assigned
CRMSV I1059 10 INFO Informed
CRMSV I1060 10 REJC Declined
CRMSV I1061 10 ACTD Accepted
CRMSV I1062 10 CUST At Customer Site
Transferring Status to the WFM Core
Use
The purpose of this activity is to transfer the business statuses from SAP CRM to the Workforce
Management Core (WFM Core). There these statuses can be represented as technical statuses of
the WFM Core. For more information, see the documentation for Customizing for the WFM
Core.
Prerequisites
This transfer is first possible using WFM Core 4.0.
Procedure
SAP CRM Transferring Status to the WFM Core
Transaction code CRM_LRP_STATUS_WFM
Workforce Deployment -IMG menu CRM > General Settings for Service Resource Planning ->
Transfer Status to the WFM Core
2. Choose Execute to run the activity.
Creating Resources and Availabilities
Use
If you are not using the SAP ECC HR component, you can create resources as well as
availabilities in the Workforce Management Core (WFM Core) by using the SAP CRM
integration with the WFM Core.
Resources in the WFM Core correspond to employees in SAP ECC and to business partners in
the role Employee in SAP CRM.
The purpose of this activity is to synchronize the data in the WFM Core and to create resources
and availabilities in the scheduling engine.
Prerequisites
You have made the necessary Customizing settings for the WFM Core.
You have created service employees as business partners in the role Employee and assigned
these to a service team of your organizational structure.
The service manager has the authorization to access WFM core & workforce management.
Service arrangements of employees or technicians need to be maintained via portal.
Procedure
Log in to Portal and navigate to Workforce Management
Under workforce management navigate to Employees.
Search for the Employees in the Org ( Service Center ).
Go to details for the employee.
Navigate to Service Arrangement & maintain data as shown below.
Appointment Offering in Service Orders
Use
The following chapters describe the necessary settings for the integrated Appointment Offering
in the service orders.
When a customer calls your Interaction Center to arrange a visit from one of your service
employees, you can offer him or her a selection of different appointments determined by the
system based on different parameters.
Checking Texts for Appointment Scheduling
Use
If you require additional parameters for appointment scheduling with the Scheduling Engine, you
can use this activity to display the relevant input fields of the Interaction Center application.
The first parameter in the standard solution with the WFM Core contains the scheduling strategy,
the second parameter contains the appointment interval group. The third parameter is not used.
Procedure
SAP CRM Checking Texts for Appointment Scheduling

Settings for Transactions IMG menu Customer Relationship Management Appointment
Settings for Service Resource Planning Service Processes Select Texts for Appointment
SchedulingScheduling
2. Check if the following entries exist:
3. If not, create them by choosing New Entries.
5.2.0 Defining Appointment Interval Groups
Use
The purpose of this activity is to define the appointment interval groups and appointment
intervals, which are required for arranging appointments in a CRM system.
To divide a day into time intervals you could create an appointment interval group for mornings
and one for afternoons. For example, for mornings you enter the appointment intervals 8 a.m.
with a duration of two hours and 10 a.m. with a duration of two hours. We have kept only one
interval for our requirement
Procedure
SAP CRM Defining Appointment Interval Groups
Define Appointment Interval GroupsWFD Server Business Settings for WFD Server
2. Choose New Entries and maintain the following values:
4. Highlight the newly created appointment interval group DAY and double-click on node
Appointment Intervals.
5. Choose New Entries and maintain the following entries:
Result
All required appointment interval groups and appointment intervals were defined.
5.2.1 Checking Parameters for Appointment Scheduling
Use
The purpose of this activity is to define how the management of appointment scheduling
parameters is controlled for each channel (Internet Customer Self-Service and Interaction
Center). You can specify for each parameter whether it is used (Active flag), whether it relates to
a mandatory field, and whether the field is displayed. You can also define a default value.
Parameter 1 for the WFM Core relates to the scheduling strategy.
Parameter 2 relates to the appointment interval group.
Parameter 3 is not used (the Active flag is not set).
All fields are mandatory fields. If you want to deactivate a field, you have to enter a default
value.
Procedure

SAP CRM Checking Parameters for Appointment Scheduling
Settings for Transactions IMG menu Customer Relationship Management Appointment
Settings for Service Resource Planning Service Processes Manage Parameters for
Appointment SchedulingScheduling
2. Check if the following entries are active:
3. If not, maintain them and save your entries.
5.2.2 Specifying Event Handling for the WFD Objects
Use
The purpose of this activity is to subscribe your application systems to receive information about
changes made to objects.
In the process, you specify:
the applications to which you want changes to objects from WFM Core to be transferred
the application connection (logical system and function module)
the WFM objects (assignments, requirements, resources, time specifications) you want to use to
transfer information
the event type of the WFM objects (new, deleted, modified) you want to be transferred
Prerequisites
You have set up the RFC destinations of the subscriber applications. Normally, this is something
you did in the building block CRM Connectivity by defining the Logical Destinations.
Procedure
SAP CRM Specifying Event Handling for WFD Objects
Specify Event Handling for WFD Objects WFM Event Handler WFD Server
Logical System AppCat Subscriber Function Module
(e.g., CLNT) CRMSV CRM_LRP_WFM_CALL_BACK
For the logical system name and ID see the following IMG path:
Define Logical System. SAP HCM Integration Business Settings for WFD Server WFD
Server Workforce Deployment
3. Save your entries and choose Back.
4. Highlight the newly created application connection and double-click on node Generic
Subscription Objects.
Save your entries.
Maintaining scales for Qualifications
Use
The purpose of this section to illustrate the concept of scale in qualification management. This
is later used in maintaining the service arrangement for the technicians.
Procedure
SAP CRM Qualifications
Settings for Transactions IMG menu Customer Relationship Management Settings for
Service Resource Planning Service Processes Qualifications -> Maintain Scales
Defining parameters for Qualification Requirements for Item category
Use
The purpose of this section is to enable the qualification requirement for item category. This
means that when resource planning is done the system looks at the qualification of the item.
Procedure
SAP CRM Qualifications
Settings for Transactions IMG menu Customer Relationship Management Settings for
Service Resource Planning Service Processes Qualifications -> Define Parameters for
Qualification Requirements for Item Category
Basic Setting for Service Resource Planning
Use
The purpose of this section is to specify the type of demand that will be required for resource
planning. There are different kinds demand for which planning can be done.
Procedure
SAP CRM Service Resource Planning
Workforce Deployment -IMG menu Customer Relationship Management > Service Resource
Planning -> Basic Settings -> Specify Demand Types for Resource Planning
Following Entries are maintained.
Defining Service Profiles for Scheduling
Use
In this IMG activity you define a time range in which an assignment can be created for a service
order item. This time range is used in:
Assignment scheduling, as a window in which the scheduler can create an assignment.
Assignment creation. Warnings are generated if the assignment is created outside the time
range.
Find and Rank (Resources and Demands) to define the time range which the availability
percentage must match.
The time range is also displayed as ToDate and FromDate in the Service item list of the Resource
Planner Application (RPA).
Procedure
SAP CRM Service Resource Planning
Workforce Deployment -IMG menu Customer Relationship Management > Service Resource
Planning -> Service Order Based Demands-> Define Service Profiles for Scheduling
Following entry is maintained.
Selecting the Scheduling Engine
Use
The purpose of this IMG activity is to define filter values for the Business Add-In Select
Scheduling Engine (CRM_SRV_SDL), to which you can assign a Business Add-In
implementation.
Recommendation
The CRM_SRV_SDL_WFM, CRM_SRV_SDL_RFC and WFDS filter values are filters for the
following implementations:
CRM_SRV_SDL_WFM connection to the component WFMCORE_200 -> use Resource
Planning Tool in the CRM System.
WFDS connection to the component WFMCORE_200 -> use Resource Planner Application in
the WFMCORE_200 component.
CRM_SRV_SDL_RFC RFC connection to an external Scheduling Engine.
In our context we use WFDS.
Procedure
SAP CRM General Settings for Service Resource Planning
Workforce Deployment -IMG menu Customer Relationship Management > General Settings
for Service Resource Planning -> Select Scheduling Engine
Filter value chosen is shown below.

SAP CRM Service Configurations

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SAP CRM Service Configurations

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CRM SERVICE (CDIT)

5.1.3 Defining Time Allocation Types 114

Sales Sales organization Sales organization

SAP CRM Creating Hierarchies

SAP CRM Assigning Product Type to Hierarchy

ZSRT CDIT Order Templ

sales orders and the credit check

Defining Transaction Types (Service Order Quotation)

4. Access the activity using the following navigation options:

Transaction code SPRO

Defining Item Category Determination (In-House

Defining Transaction Types (Service Contract Quotation, Service Contract)

Screen Entry Details

ZBSO Invoice SER ORD

ZRSUPART zRepair: Normal Item

ZRETURN_REQ Return Request

Service Organization Service Team Service Employee Plant Storage Location

4. Save your entries.

SAP CRM Checking Texts for Appointment Scheduling

1. Access the activity using the following navigation options:

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