CASE STUDY

Case Study SAP CRM Service

This case study explains an integrated Service process in detail and thus
fosters a thorough understanding of each process step and underlying
SAP functionality.

Product MOTIVATION PREREQUISITES

SAP CRM Service is an essential part within Before you use this case study, you
Release 7.0 customer relationship should be familiar with navigation in
GBI management. the SAP system.
This document focusses on service
Level functions for SAP CRM for Service. In order to successfully work through
Users get a short overview on this case study, it is necessary to
Undergraduate
handling service orders and have finished the Start-Up Case
Graduate
assigning resources to fulfill a Study of this curriculum
Beginner
service request.
Focus NOTES
This case study uses the Global Bike
Service with SAP CRM
Inc. (GBI) data set, which has
exclusively been created for SAP UA
Version global curricula.
1.00 This version is a draft that is provided
to dedicated users for testing
purposes.
Please sent helpful comments and
feedback to:
crm@ucc.ovgu.de

Additional Notes
The rhombs <###> included in this
case study describe your user
number. Whenever these are
included in this case study, please
exchange them for your user
number. In order to successfully work
through this case study we
recommend you to use the Internet
Explorer. In addition, assure that pop
ups are allowed in your browser.

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Process Overview

Employees involved Service Manager, Service Technician

Time 55 min
Learning Objective Understand, plan and perform service activities with
SAP CRM.
Scenario Your company wants to use the service tools to plan service
activities. Therefore you create this activity and provide the
appropriate data. Afterwards the activities will be carried out using
the SAP CRM system.

Process Description
The process contains the following steps:
1. Create Service Arrangement for the service employee
2. Create Service Order Quotation and check data
3. Provide Service Order Quotation to customer
4. Create a service confirmation as Service Engineer

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Create Service Arrangement

Time 20 min
Task. Create a service arrangement
Short Description Create a service arrangement directly in the CRM system.
Position: gbi-### (GBI Service Manager)
User: gbi-###
Business Role: GBI Service Manager

In this task you will create a service arrangement. The service arrangement
contains resource details for the employee. According to these conditions the
system is able to match the right employee responsible for service demands.

To create a service arrangement follow the menu path:

Menu Path
Account & Products ► Search ► Employees
The following window enter your gbi-### user in the field Last Name and gbi-###
press enter:

Select your entry by clicking on the Last name. You’ll see the Employee
Details for your user. Scroll down to the Assignment Block Service
Arrangement and expand it by clicking .

Create an new Service Arrangement by selecting . The following

window will be produced:

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Enter the following data:

Service
Arrangement: Service Arrangement for gbi-### Arrangement for gbi-
###
Arrangement Type: Working Time Based
Arrangement ID: SERVICEARRANGEMENTGBI-###
Hire Date: Today - 1 Year
Start Date: Today
Termination Date: Today + 1 Year
Press Enter. The system will produce new additional Assignment Blocks
beneath the General Data. The Validity block has been filled automatically. We
will fill the next blocks step by step

Insert:
Start Date: Today
End Date: Today + 1 Year
Address Source: Organization
Address Type ID: XXDEFAULT (use input help)

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Insert:
Start Date: Today
End Date: Today + 1 Year
Job Function: Technician
Job Level: GOLD

Insert: 1

Start Date: Today

End Date: Today + 1 Year
Service Area ID: US

Insert:
Start Date: Today
End Date: Today + 1 Year
Choose some qualifications using the input help and make it finally look like
this:

Click and choose the STANDARD template. The list will look

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like this:

Click to go back and save your entries. You have successfully

created a service arrangement for your employee. At the Employee detail page
click to save the changes.

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Create Service Order Quotation

Time 20 min
Task. Create a service order quotation
Short Description Create a service order quotation directly in the CRM
system.
User: gbi-###
Position: gbi-### (GBI Service Technician)
Business Role: GBI Service Manager

In this task you will create a service order quotation. Service order quotations
are legally binding offers with fixed conditions made to a customer. The service
order quotation is made for the performance of services.

To create a service order quotation follow the menu path:

Menu Path
Service Orders ► Create ► Service Order Quotation
The following window will be produced:

Select the Transaction Type YSOQ with Transaction Type Description GBI YSOQ

ServiceQuotation. Afterwards, the following window will open:

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Enter the following information:

Product defective-
Description: Product defective-### ###

Sold-to-Party: 500000 500000

Contact: Mr. Frank Bauer (use input help) Mr. Frank Bauer

Priority: High High

Press Enter. A pop-up window will open. Select Scenario Sales with Sales
Organization UW_Sales. Scroll down to the Organizational Data area that
should now look like the following:

If the Pop-Up did not show, adjust the Organizational Data as shown in the
screenshot above. For Reference Objects in the Quotation Details assignment
block enter the following information:

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Component: <15>
Press Enter. A webpage dialog window opens:

If no webpage dialog window opened, choose Product ID CSSRV_01 CSSRV_01

manually in the Items assignment block. Otherwise Select the suggested entry.
In the following webpage dialog window Contract/Agreement Assignment
window select the suggested entry and click as shown in the following
screenshot:

In the Items area enter a quantity of 1 for the given service as shown in the 1

screenshot below:

In assignment block Parties Involved, insert a new Party with Partner Service Employee
GBI_TECH Service
Function Service Employee Group. Enter the Name GBI_TECH Service Technicians Group
Technicians Group using the input help.

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your entries. If no error messages or warnings occur, you have

successfully created a service order quotation in SAP CRM. Leave the
transaction.

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Check Service Item Details

Time 5 min
Task Check the service item details.
Short Description In the service order quotation, check the service item
details.
Position: gbi-### (GBI Service Person) User: gbi-###

In this task you will check the service items details.

To check the item details of your service order quotation, use the following
menu path:
Service Orders ► Search ► Service Order Quotation Menu Path

Search for your previously created service order quotation by selecting the
search criterion Service Order Quotation Description and in the Search field
Product defective-
enter Product defective-###. Press enter to search for your quotation as shown ###
below:

Select your quotation from the result list by clicking on the Service Order
Quotation ID. The system will open your quotation so the window should look
similar to the following:

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Go to the items area and select the service by clicking on the Item No. 10.

Check the service item details. Have a look at the status and net value
displayed. Have a look at the other assignment blocks as well and note the
Price Details of the item. If needed more information could be added here.

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Send Quotation to Customer

Time 5 min
Task Send the quotation to the customer.
Short Description Send the created service quotation to the customer.
Therefore, print the document in the CRM system.
Position: gbi-### (GBI Service Person) User: gbi-###

Log in to the CRM WebClient as GBI Service Manager. Choose the following
menu path:
Service Orders ► Search ► Service Order Quotation Menu Path

Search for your service order quotation and select it from the result list. The
system will display a window that should look similar to the following:

In the application toolbar select . A webpage dialog opens that

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serves as a preview for your quotation and looks like the following:

Have a look at the quotation details. If necessary, you can now print the
quotation and provide it to the customer if needed. Close the dialog box and go
back to the home screen.

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Convert Quotation to Service Order and Release

Time 5 min
Task Convert the previously created quotation to a service order.
Short Description In the area Service Order Quotation Details convert the
quotation to a service order and release it.
Position: gbi-### (GBI Service Person) User: gbi -###

Log in to the CRM WebClient as service manager. Choose the following menu
path:
Service Orders ► Search ► Service Order Quotation Menu Path

Search for your service order quotation and select it from the result list. The
system will display a window that should look similar to the following:

In the application toolbar select . The following webpage

dialog opens:

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In the webpage dialog select “Service Process GBI Service Order”. Follow-Up Service Process GBI
Service Order
webpage dialog select the displayed transaction type and click .

The following window should look similar to this one:

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In the assignment block Service Order Details set the Status to Released: Released

your entries and note down the service order ID: __________

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Leave the transaction by either clicking back or click the Home button.

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Assign Service Items to Service Employees

Time 5 min
Task Assign service items to service employees
Short Description In Resource Planning assign service items to service
employees
User: gbi-###
Name (Position) gbi-### (Service Manager)

Log in to the CRM WebClient as a service manager. Choose the following

menu path:
Resource Planning ► Search ► Resource Planning Menu Path

The system will display a window that should look similar to the following:

In the assignment block Resources choose right to the

Result List in order to access the Search Criteria. For timeframe select “This

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month” and choose Search. The Result List will look similar to the following:

In the assignment block Service Demands select again.

For Time Frame again select “This Month”. Choose Search. The Service This Month

Result List will look like the following:

From the Result List in the Resources and Service Demands assignment
blocks select both of the results. Afterwards, in the Assignments area click

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. For the end and start time, you can use the next Monday from 9 to
11 a.m. The Assignment area opens and looks like the following:

Enter the actual date and a corresponding time and choose . The
Assignments area will then look like the following:

your entries and log off from the system.

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Create Service Confirmation

Time 5 min
Task Create a Service Confirmation
Short Description As service technician enter the confirmation data.
Name (Position) Herbert Hansen-### (Service Technician) User: hansen-###

Log in to the CRM WebClient UI as service technician. Choose the following

menu path:
Menu Path
Resource Planning ► Search ► Assignments
The system will display a window that should look similar to the following:

For search criteria select next week for the timeframe and click on Search. A
list will be displayed that looks similar to the following:

Highlight the result for service technician Herbert Hansen and choose
Assignments. To open the relevant service order of the assigned service item
click the corresponding Demand ID.

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In the application toolbar choose .

A webpage dialog window appears. Select the category Service Confirmation
with transaction type GBI Confirmation. In the Select Items Web page dialog
highlight the service items you want to confirm and click choose.

In the assignment block Service Confirmation Details, switch the confirmation

status to Completed, if necessary. The assignment block will then look like the
following:

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Choose and note down the confirmation number displayed as a system

message in the status bar for further reference:___________
Log off from the CRM WebClient UI.

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Complete Service Order

Time 5 min
Task Complete Service Order
Short Description You will complete the service order.
User: sanesi-###
Name (Position) Suna Sanesi-### (Service Manager)

Log in to the CRM WebClient as service manager. Choose the following menu
path:
Service Orders ► Search ► Service Orders Menu Path

Search for your service order and select it from the result list. The system will
display a window that should look similar to the following:

In the assignment block Service Order Details, choose and set the Completed
Status to Completed.

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your entries.

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Release Items for Billing

Time 5 min
Task Release Items for Billing
Short Description You will released the service confirmation for billing
User: sanesi-###
Name (Position) Suna Sanesi-### (Service Manager)

Log in to the CRM WebClient as service manager. Choose the following menu
path:
Billing ► Search ► Release for Billing Menu Path

Search for your service confirmation. For search criteria select the number of
the service confirmation and click on Search. Highlight the Service
Conformation and choose .

Note down the billing document ID that is displayed afterwards:___________

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