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SAP CRM Service Configurations
SAP CRM Service Configurations
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:
Transaction code SPRO
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.
Screen Entry Details
2.1.3 Define Distribution Channels
Use
In this step, we can define distribution channels for CRM.
Procedure
1. Access the activity using the following navigation options:
Transaction code SPRO
Organizational Management Master Data SAP CRM IMG menu CRM Organizational Data
for Sales Scenarios Define Distribution Channels
2. Choose New Entries.
3. Enter 1 3 distribution channels with ID and description according to the distribution
channels in your ECC system.
4. Save your entries.
Screen Entry Details
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
1. Access the activity using one of the following navigation options:
Transaction code SPRO
Organizational Management Master Data SAP CRM IMG menu CRM Organizational Data
for Sales Scenarios Define Combination of Distribution Channel and Division
2. Choose New Entries.
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.
4. Save your entries.
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
1. Access the activity using one of the following navigation options:
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.
5. Save your entries.
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
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.
6. Save your entries.
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
1. Access the activity using one of the following navigation options:
Transaction code PPOMA_CRM
Maintain Organizational Model Organizational Model SAP CRM menu Master Data
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.
9. Save your entries.
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
1. Access the activity using one of the following navigation options:
Transaction code BP
Maintain Business Partner Business Partner SAP CRM menu Master Data
8. Double click on the folder Assgmt per Product Type for Application Product.
9. Choose New Entries.
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_
14. Choose New Category.
16. Enter the following data:
Field Name Field Entry
Category ID ZWTYCAT001
Description Warranty Time Dependent
17. Choose Continue.
18. 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 Warranty
Product / Object Assignment Possible
Product / Object Maintenance: Control Fields
Can Maintain Documents
Can Maint. Conditions
19. 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_LGTEXT1 Basic Texts 10 General
COMM_PR_SHTEXT Descriptions 20 General
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
20. Save your entries.
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
21. To carry out the activity, choose one of the following navigation options:
SAP CRM Creating Categories
Transaction code COMM_HIERARCHY
4. Choose Enter.
5. Choose Save.
Screen Entry Details
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
1. Access the activity using the following navigation options:
Transaction code SPRO
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:
Field name Description User action and values Parameters
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.
Screen Entry Details
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
1. Access the activity using the following navigation options:
Transaction code SPRO
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
3. Save your entries.
Screen Entry Details
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
1. Access the activity using the following navigation options:
Transaction code SPRO
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
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
6. Access the activity using the following navigation options:
Transaction code SPRO
Define Transaction Types Basic Settings Transactions SAP CRM IMG menu CRM
7. Select Trans. Type SRVQ and choose the button Copy As (F6).
8. 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 ZSRQ CDIT Serv Ord
Quote
9. Choose Enter.
10. Choose Save.
Screen Entry Details
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.
Procedure
6. Access the activity using the following navigation options:
Transaction code SPRO
Define Item Categories Basic Settings Transactions SAP CRM IMG menu CRM
7. Select Item Category Type SRQP, SRQM and choose the button Copy As (F6).
8. On the Definition of Item categories accept the default values for all fields:
Field name Description User action and values Parameters
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
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.
Procedure
4. Access the activity using the following navigation options:
Transaction code SPRO
Define Item Category Determination Basic Settings Transactions SAP CRM IMG menu
CRM
5. Choose New Entries and enter the following new item category determinations:
Trans. Type ItmCtyGrp Item Usage MainItmCty Item Cat.
ZSRQ NORM ZSQP
ZSRQ ZSRP ZSQP
ZSRQ ZSRM ZSQM
6. Save your entries.
Screen Entry Details
Defining Copying Control for Transaction Types
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
4. Access the activity using the following navigation options:
Transaction code SPRO
Copying Control Basic Settings Transactions SAP CRM IMG menu CRM Define
Copying Control for Transaction Typesfor Business Transactions
5. Choose New Entries and enter the following new copying controls:
Source trans. Trans. type Copy item number Complete reference Copying Routine Copy Price
Agreements
ZSRQ ZSRO
ZSRQ ZL1S
ZSRQ ZINS
ZSRQ ZINH
ZSRO ZSRQ
ZL1S ZSRQ
ZINS ZSRQ
ZINH ZSRQ
6. Save your entries.
Screen Entry Details
Defining Copying Control for Item Categories
(Service Order Quotation to Service Order)
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
4. Access the activity using the following navigation options:
Transaction code SPRO
Copying Control Basic Settings Transactions SAP CRM IMG menu CRM Define
Procedure
1. Access the activity using the following navigation options:
Transaction code SPRO
Define Transaction Types Basic Settings Transactions SAP CRM IMG menu CRM
2. Select Trans. Type REPA, CRMC, UPRR 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 ZINH RIL In-House Repair
ZRET CDIT Sales Returns
ZUPR REL Used Part Return
4. Choose Enter.
5. Choose Save.
Screen Entry Details
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.
Procedure
9. Access the activity using the following navigation options:
Transaction code SPRO
Define Item Categories Basic Settings Transactions SAP CRM IMG menu CRM
10. Select Item Category Type RREQ, RSUB, DGNS, LOAN, LRET, RRET, REPA, CRMC,
and choose the button Copy As (F6).
11. On the Definition of Item categories accept the default values for all fields:
Field name Description User action and values Parameters
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
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.
Procedure
7. Access the activity using the following navigation options:
Transaction code SPRO
Define Item Category Determination Basic Settings Transactions SAP CRM IMG menu
CRM
8. Choose New Entries and enter the following new item category determinations:
Trans. Type ItmCtyGrp Item Usage MainItmCty Item Cat.
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
9. Save your entries.
Defining Copying Control for Transaction Types
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
transaction type, and define the corresponding conditions for this combination.
Procedure
7. Access the activity using the following navigation options:
Transaction code SPRO
Copying Control Basic Settings Transactions SAP CRM IMG menu CRM Define
Copying Control for Transaction Typesfor Business Transactions
8. Choose New Entries and enter the following new copying controls:
Source trans. Trans. type Copy item number Complete reference Copying Routine Copy Price
Agreements
ZINH ZREM
ZINH ZSRC
ZINH ZSRQ
ZRET ZSRC
ZSRC ZUPR
Defining Copying Control for Item Categories
(Service Order Quotation to Service Order)
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
7. Access the activity using the following navigation options:
Transaction code SPRO
Copying Control Basic Settings Transactions SAP CRM IMG menu CRM Define
Copying Control for Item Categoriesfor Business Transactions
8. Choose New Entries and enter the following new copying controls:
Source trans. Trans. type Copy routine Copy conditions Copying Routine Reexplode Structure/F
Process Flow Fix Copy PO data
ZRRQ ZDGN
ZRRQ ZRSU
ZRSU ZRET
ZDGN ZSOP
ZSOP ZSRR
ZLOA ZLRE
ZSOP ZLOA
ZCMP ZSRE
ZCMP ZG2N
ZCMP ZTNN
ZSCM ZDRE
9. Save your entries.
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
ZSCN ZSOP
ZSCN ZSRR
ZSCN ZRRQ
ZSCN ZDGN
ZSCN ZL1S
ZSCQ ZSCN
12. Save your entries.
Defining Item Category determination while copying
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
2 Access the activity using the following navigation options:
Transaction code SPRO
Copying Control Basic Settings Transactions SAP CRM IMG menu CRM Define Item
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
18. Access the activity using the following navigation options:
Transaction code SPRO
Define Billing Types Billing SAP CRM IMG menu CRM
19. Select Trans. Type F2SV , F2SK, L2 and choose the button Copy As (F6).
20. 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
Z2SK Invoice Service Contract
ZBSO Invoice SER ORD
ZL2 CDIT Debit Memo
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
1. To carry out the activity, choose one of the following navigation options:
SAP CRM Defining Partner Determination Procedure
Transaction code SPRO
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
1. To carry out the activity, choose one of the following navigation options:
SAP CRM Defining Date Profile
Transaction code SPRO
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
3. Save your entries
4. Assign newly created Date Profiles to transactions and item categories.
3.3 Action Profile
Procedure
1. Access the activity using the following navigation options:
SAP CRM Maintaining Action Profile for Print Action
Transaction code SPRO
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
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
1. Access the activity using one of the following navigation options:
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
1. Access the activity using the following navigation options:
SAP ECC Establishing Controlling Type, Level, and Scenarios (SAP ECC)
Transaction code SPRO
CustomerIMG menu Integration with other mySAP.com Components Controlling Setting
for Service Processing Relationship Management Establish Controlling Type, Controlling
Level, andIntegration Controlling Scenarios
2. Choose New Entries.
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
1. Access the activity using one of the following navigation options:
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
Transaction code SPRO
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
SAP CRM Define Logistics Scenario for the Procurement of Materials and Services
Transaction code SPRO
Settings for Service Processes Transactions IMG menu CRM Logistics Integration 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
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
1. Access the activity using the following navigation options:
SAP CRM Checking RFC Connection
Transaction code SPRO
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
1. Access the activity using the following navigation options:
SAP CRM Defining Time Allocation Types
Transaction code SPRO
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
2. Choose New Entries.
3. Enter the values as shown in the following table:
4. Save your entries.
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
1. Access the activity using the following navigation options:
SAP CRM Defining availability Templates
Transaction code SPRO
Settings Settings for Service Processes Transactions IMG menu CRM Make Settings for
the WFM WFM Core for Service Resource Planning Core
Define Availability TemplatesResource Settings Business Settings for WFD Server WFD
Server
3. Choose New Entries.
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
1. Access the activity using the following navigation options:
SAP CRM Checking Application Status
Transaction code SPRO
Settings Settings for Service Processes Transactions IMG menu CRM Make Settings for
the WFM WFM Core for Service Resource Planning Core
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
1. Access the activity using one of the following navigation options:
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.
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
1. Access the activity using the following navigation options:
SAP CRM Specifying Event Handling for WFD Objects
Transaction code SPRO
Settings Settings for Service Processes Transactions IMG menu CRM Make Settings for
the WFM WFM Core for Service Resource Planning Core
Specify Event Handling for WFD Objects WFM Event Handler WFD Server
2. Choose New Entries and maintain the following values:
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.
5. Choose New Entries and maintain the following values:
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
Transaction code SPRO
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
Transaction code SPRO
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
Transaction code SPRO
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
Transaction code SPRO
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: