SAP CRM Service - Refresher Course

SAP CRM Service - Refresher
course
Objectives
► Explain how SAP CRM covers Service Request, Service

Orders, Contracts and Service Plans and how these are
customized.
► Explain what Installed Bases are and how they are
presented in SAP CRM.
► Demonstrate which Service Concepts like Warranties and
Complaints are used in SAP CRM.
► Show how CRM Service Objects are integrated with ERP.
Page 2 March 7, 2024 Presentation title

Agenda
► SAP CRM Service

► Introduction
► Installed Base Management
► Warranty Management
► Service Request & Service Order
► Service Contract & Service Plan
► Integration with ECC
► Knowledge Check

The Importance of Customer Service in the
Market
► Winning a new Customer is far
Product
more expensive than keeping
an existing one.
Physical
Price
► Excellent Service can make the
Evidence
difference between a bad
customer experience and a
delighting one.
► The modern Marketing Theory
Process Place
counts 7 P’s: three of them are
Service related ones.
► CRM Service is designed to
People Promotion support those critical, yet vital
business functions.

CRM Service – Process Overview
Field Service
Management
Customer
Returns &
Service &
In-House Repair
Support
Analyze Optimize
Warranty &
Installation &
Claim
Maintenance
Management
Collaborate
Service Service
Contracts & Logistics &
Agreements Finance
Service
Marketing &
Sales

Agenda
► SAP CRM Service

► Introduction
► Knowledge Check

Installed Base Overview
► Installed base management enables the representation of

objects installed at customer’s site (such as devices,
machines, software, and so on) for which a service is
offered.
► It provides a graphical representation of individual objects,
products, text nodes, etc.
► It allows for structuring in a hierarchical way, with no
hierarchical limitations due to the “Component” concept.

Installed Base
• IBASE ID
Header • Status
• Customer ID
Parties • Customer defined partner functions
Involved
• Address where machine is installed

Address
• Service Orders and Contracts where Ibase is used

Service
Transactions

Installed Base Components
• Individual object can be assigned to Ibase as object component.

Individual • Contains Serial No. and Reference product information
Object • When assigned to Ibase, warranty start date and warranty end date can
be maintained
• You can assign an existing product to an installed base as a component.

Product • General information is displayed for this product
• You can incorporate one ibase into another ibase as a component.

Installed Base However, this just means making a reference to that installed base.
• It would also be possible, e.g, to group all installed bases for a customer
under a new, higher-level installed base.
• Text components can also be used to structure an installed base.

Text • These are just a representation in ibase for understanding

Installed Base - Example

Installed Base– Example



Installed Base Object– Example

System Demonstration –
Installed Base
► Create an Individual Object

► Create an Installed Base

Agenda
► SAP CRM Service

► Introduction
► Knowledge Check

Warranty Management
► A warranty is a promise made by us to

the customer or by a vendor supplier to
us..
► Guaranteeing that a product is without
defects
► With a validity for a specific period
► Defining entitlements for repair or exchange
of defective parts wholly or in part without
charge

Warranty Management
► A Warranty is a special product type in CRM.

► Once the object gets installed, the warranty can be
activated for the iObject
► When you create a business transaction in service, such
as a service complaint, or service order, the system
automatically checks whether valid warranty information is
available for the reference object of the transaction and
assigns it to transaction

Warranty Product
• Warranty ID
• Description
• Warranty Type – Vendor warranty/customer warranty
• Warranty Basis – Time, Counter, Time and/or Counter
Header • Accounting Indicator - Influence on pricing and financial management
• Warranty Period
• End date rule
• Coverage terms for parts, labour, and travel

Service • Include/Exclude Mode
Limitations • Limitations on Product, Product group, item category, item object type

Warranty Product - Structure

Warranty Product – Example

Warranty Product
► Create a Warranty product

► Assign warranty product to Ibase object

Agenda
► SAP CRM Service

► Introduction
► Knowledge Check

Service Request and Service Order –
Overview
► Typical scenarios when a Service Request and hence

Service Order is created are:
► A customer calls in, reporting a defect in a piece of equipment, and
requests a technician to come on-site for repair
► A customer sends a defect piece of equipment to the manufacturer
for repair
► A planned maintenance (PM) is due, and the customer requests
the manufacturer to perform the service (typically based on a
service plan)

Service Request
► Service Request Management is used to reliably submit,

dispatch, approve and fulfill requests for service by
customers
► It is starting transaction to capture customer request.
► Service requests can easily be linked to other types of
documents, for example to related problems or knowledge
articles

Service Request
• Customer information • Related Knowledge article

Header • Product information • Status
• Multilevel categorization
• The item for the service request is usually determined automatically

Item based categorization.
• To avoid item to be determined based on categorization, BAdI can be
used.
• IC agent remarks.
Notes • Any other custom remarks
• Customer ID
Involved

Service Request
• Service request start date

Dates • Service request end date
• Customer defined dates
• Sales Org/Distribution Channel/Division

Organization • Service Org
Data
• Customer defined actions with scheduled and start conditions

Scheduled
Actions

Service Request – Example



Service Request
Create Service Request

Service Order
► The Service Order is a transaction similar to the sales

order, in which all required information can be captured,
for example:
► Sold-To Party
► Organizational Data (Sales and Service Organization)
► Service to be performed
► Contractual details, like service contract
► Spare Part Requirements
► Affected equipment with serial number, if known

Service Order
• Customer information • Dates

Header • Product information • Status
• Multilevel categorization • Service Order custom fields
• Service Products e.g Labour codes

Item • Service Parts e.g Spare Parts
• Expense Items e.g Hotel Expenditure
• IC agent remarks.
Notes • Branch/Franchisee remarks
• Any other custom remarks
• Logs
• Customer ID
Involved

Service Order
• Call booking date

Dates • Closing date

Data

Scheduled
Actions
• MRP • Tax
Pricing details • Discount • Gross Value
• Net Value

Service Order
• Set of questions
Questionnaire • Answer could be drop down, radio button, free text etc.
• File format
Attachments • Url
• All proceeding and follow up transactions

Transaction • ECC transactions e.g delivery, PGI, accounting etc.
History • Transaction analyzer

Service Order Specific Items
► The Item List of a Service Order can consist of various

different item object types:
► A Service Product is the description of a (usually) intangible
service performed, e.g. “Repair Machine” or “Update Software.”
► A Service Part is a tangible item, similar to a regular sales product
– service parts can be differentiated from regular sales items
through their item category group.
► An Expense Item
represents extra costs
occurred to perform the
service, like travel
expenses or extra
purchases.

Service Order– Example





Service Order
Create Service Order

Agenda
► SAP CRM Service

► Introduction
► Knowledge Check

Service Contract Overview
► A Service Contract represents an agreement between a

company and its customers specifying how, when, or at
which price a service job is to be performed.

Service Contract Overview (cont.)
► A Service Contract can exist in various facets, the most

relevant ones are, with their key information.
► Value/Quantity Contract: This is a specific contract type, valid
until either a certain value has been sold, or a certain quantity has
been executed.
► Service Agreement: Define SLAs (service level agreements) and
prices for the execution of defined services for specific customers,
defined as volume or quantity contract.
► Usage-based Service Contract: Define “pay-per-use” contracts,
e.g. leasing contracts for copiers, telephony, etc.
► Service Plan: Define contracts that regularly create service orders
automatically based on time or usage.

Service Contract
• Customer information • Status

Header • Product information • Service Contract custom fields
• Dates
• Sale Items
Item • Service plan
• Service Products e.g Labour codes
• Service Parts e.g Spare Parts
• Branch/Franchisee remarks
Notes • Any other custom remarks
• Logs
• Customer ID
Involved

Service Contract
• Contracts Start Date

Dates • Contract End Date
• Contract Validity Period

Data

Scheduled
Actions
• MRP • Tax
Pricing details • Discount • Gross Value
• Net Value

Service Contract
• File format
Attachments • Url

Transaction • Transaction analyzer
History

Service Contract Determination
► Service Contract Determination

► When you create a Service Order, the system can determine if an
applicable service contract exists automatically.
► The determination rules are based on:
► Sold-To Party (same or “Authorized Sold-To”)
► Sales Area and Service Organization
► Status and Validity of the Contract
► Product List: the Service Product item must be in the Product List of
the Contract item
► Object List: the Object in the Object list of the Order item must be in
the Object list of the Contract item
► The system automatically created a reference in the Order to the
respective Contract.

Service Contract Specific - Service Plan
Items
► For Service Plan Items, maintain in the Service Contract

when they should be executed
► Choose between fixed value and cyclical scheduling for
either time or counter-based, or both.
► For example: a copier needs maintenance every year, or
after 20,000 copes (whichever occurs earlier).

Service Contract Specific - Service Plan
Items
► The actual release of Service Orders is based on an

action profile, which should be scheduled as batch job for
automatic execution.
► When a Service Order is released from the plan, the dates
in the Service Plan Item will be updated automatically to
reflect the next release.

Service Contract– Example



Service Contract
Create Service Contract

Service Plan Overview
► Service plan is used to schedule and organize periodic

services that occur repeatedly at certain intervals, such as
regular maintenance, ahead of time.
► Service plans help you to save costs resulting from
unforeseen outages or breakdowns and to plan services
in a better and more transparent way

Service Plan
• Customer information • Service Plan custom fields

Header • Product information
• Status
• Service plan
Item

Transaction • Transaction analyzer
History
• Customer ID
Involved

Service Plan
• Contracts Start Date

Dates • Contract End Date
• Contract Validity Period

Data

Scheduled
Actions

Service Plan– Example

Service Plan– Example

Service Plan
Create Service Plan

Agenda
► SAP CRM Service

► Introduction
► Knowledge Check

Service Integration with SAP ECC
► While CRM Sales offers direct integration with SAP ECC, this is
not the case for CRM Service, as ECC cannot adequately
represent the functionality provided by SAP CRM in this area.
► CRM is a customer centric system based on interactions, ECC is a
process centric system based on a company’s value chain.
► Service process can be represented in SAP CRM from end-to-
end, while for various functionalities, it needs to revert to core ECC
processes, for example:
► Warehouse and Logistics Management
► Purchasing
► Controlling / Profitability Analysis
► Pricing
► Billing
► Quality Management

Further Integration Concepts
• You can (bi-directionally) replicate ECC functional locations to

Installed CRM Installed Based
Base  • You can (bi-directionally) replicate ECC equipment to CRM
Functional iObjects
Location • Thus, it is possible to create iObjects automatically when an item
is shipped to the customer

Agenda
► SAP CRM Service

► Introduction
► Knowledge Check

End of Topic Q&A

Knowledge Check
► Describe typical elements of an Installed Base.

► What are typical elements of a Service Request and
Service Order?
► What are the key differences between Service Products
and Service Parts?
► What types of Service Contracts exist?
► Describe in general terms what the Service Plan in SAP
is.
► Which SAP modules are involved in a typical service
scenario?

SAP CRM Service - Refresher Course

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

SAP CRM Service - Refresher Course

Uploaded by

Copyright:

Available Formats

SAP CRM Service - Refresher

► Explain how SAP CRM covers Service Request, Service

Page 2 March 7, 2024 Presentation title

► SAP CRM Service

Page 3 March 7, 2024 Presentation title

Page 4 March 7, 2024 Presentation title

Page 5 March 7, 2024 Presentation title

► SAP CRM Service

Page 6 March 7, 2024 Presentation title

► Installed base management enables the representation of

Page 7 March 7, 2024 Presentation title

• Address where machine is installed

• Service Orders and Contracts where Ibase is used

Page 8 March 7, 2024 Presentation title

• Individual object can be assigned to Ibase as object component.

• You can assign an existing product to an installed base as a component.

• You can incorporate one ibase into another ibase as a component.

• Text components can also be used to structure an installed base.

Page 9 March 7, 2024 Presentation title

Page 10 March 7, 2024 Presentation title

Page 11 March 7, 2024 Presentation title

Page 12 March 7, 2024 Presentation title

Page 13 March 7, 2024 Presentation title

Page 14 March 7, 2024 Presentation title

► Create an Individual Object

Page 15 March 7, 2024 Presentation title

► SAP CRM Service

Page 16 March 7, 2024 Presentation title

► A warranty is a promise made by us to

Page 17 March 7, 2024 Presentation title

► A Warranty is a special product type in CRM.

Page 18 March 7, 2024 Presentation title

• Coverage terms for parts, labour, and travel

Page 19 March 7, 2024 Presentation title

Page 20 March 7, 2024 Presentation title

Page 21 March 7, 2024 Presentation title

► Create a Warranty product

Page 22 March 7, 2024 Presentation title

► SAP CRM Service

Page 23 March 7, 2024 Presentation title

► Typical scenarios when a Service Request and hence

Page 24 March 7, 2024 Presentation title

► Service Request Management is used to reliably submit,

Page 25 March 7, 2024 Presentation title

• Customer information • Related Knowledge article

• The item for the service request is usually determined automatically

Page 26 March 7, 2024 Presentation title

• Service request start date

• Sales Org/Distribution Channel/Division

• Customer defined actions with scheduled and start conditions

Page 27 March 7, 2024 Presentation title

Page 28 March 7, 2024 Presentation title

Page 29 March 7, 2024 Presentation title

Page 30 March 7, 2024 Presentation title

Create Service Request

Page 31 March 7, 2024 Presentation title

► The Service Order is a transaction similar to the sales

Page 32 March 7, 2024 Presentation title

• Customer information • Dates

• Service Products e.g Labour codes

Page 33 March 7, 2024 Presentation title

• Call booking date

• Sales Org/Distribution Channel/Division