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Study of the mySAP CRM learning map, mySAP CRM SolutionOverview: SAP eBooks (narrated unit slides), SAPTutorials(interactive screencams), and the links to the documentation
Study of learning maps for SAP CRM 3.1 and SAP CRM 4.0 forbetter knowledge of functions
Note: Customers and partners can access the mySAP CRM learning
maps on the Service Marketplace atservice.sap.com/okp . OKP
mySAP CRM utilizes the SAP WEB APPLICATION SERVER to ensure that all other mySAP CRMBusiness Suite solutions (or similar solutions through other vendors) are driven towards complete
customer focus.
Through its People Centric PORTAL INFRASTRUCTURE delivering unique ROLE MANAGEMENT
AND PERSONALIZATION capability, mySAP CRM empowers individuals and drives performance.
SAP’s EXCHANGE INFRASTRUCTURE facilitates collaboration across company boundaries.
And, mySAP CRM’s core BUSINESS CONFIGURATION industry processes ensure that uniquely
tailored CRM solutions are driven to meet specific industry need.
Today’s complex customer problems require a deployable mySAP CRM solution that can directlyaddress specific challenges regardless of where or when they occur in the cycle of interacting with,
selling to and servicing an organization’s customers.
mySAP CRM blends deep functional capabilities in the core areas of Marketing, Sales and Service with
award-winning Analytics that are directly embedded into the primary interaction channels with which
organizations engage their customers.
All of this enables the closed loop interaction cycle, underlined mySAP CRM‘s
unique value propositions.
mySAP CRM is built on an open, reliable, secure and scalable technology platform.
The strong and complete services offering of SAP helps to quickly implement mySAP CRM and
supports the ongoing optimization of the solution environment.
The mySAP CRM Service solution offers:
Enterprise service Customer service in the Interaction Center
Field Service
E-Service
Service Analytics
This course will primarily focus on Enterprise Service.
Business partners are at the center of business transactions, and thus the center of business interest. Allrelevant information about a business partner must therefore be available quickly in consolidated form.
The customer, therefore, needs to have a central and comprehensive view of the business partner.
A business partner can only be created once, regardless of the business transactions in which it
participates. For example, if a company is both a customer and a vendor, it is still one and the same
business partner.
However, a business partner can figure in a company in other ways. Depending on the specific business
processes in which a business partner participates, the information required about the business partner
may vary considerably.
For example, for the goods delivery process, information on inco-terms and delivery conditions is
required; whereas, for the sales order processing, information on delivery dates and payment conditions
is relevant.
A business partner can be in contact with other business partners. These relationships can be verydifferent in nature (for example, a marriage, contact person, company relationships).
The SAP Business Partner provides functions that fulfill these business processes. A business partner is
created only once in the system, but can take on several different roles. The different relationships
Organizational units for mySAP CRM Service have to be permitted for the scenario Service. The Service Organization indicator marks the selected organizational unit as a service organization.
Organizational units that are responsible for executing services and that should be displayed in the
resource planning tool have to be flagged as Service Team.
You can assign a resource planner position to a service team using Goto → Resource Planner
Assignment .
The system users or business partners assigned to this position are the resource planners who use the
resource planning tool.
The organizational unit will appear under My Service Teams when the resource planner starts the
The product master delivers information about all the products a business buys and sells.Products can be material goods (for example, a PC) or non-material goods (such as services like PC
maintenance).
The product master is the central source of product-specific data. This data is stored in individual
product master records. A product master record contains the data needed for product management. This
data can be sub-divided as follows:
Data that describes the product (such as size and weight)
Data with control functions (such as item category group, which determines the item category of items
in a CRM sales order)
In order to control product-specific data, product master data is split up into the following groups
(product categories):
Material: All products in the conventional sense, for example, PCs, tables, lamps, software.
Service: All services, such as maintenance, preventative maintenance. Financing: Financial products, such as leasing
Warranties: Warranties are guarantees made by a manufacturer, vendor, or seller to a customer to
provide services for a certain period of time wholly or in part without charge.
Different product-specific data is obtained according to the selected product category.
Default values for servicecontracts and warranties
Products with category Service are maintained in the CRM system and don’t have to be transferred to theR/3 system. Set types appear as sub-screens on tab pages in product maintenance and are assigned to in
the Maintain Categories and Hierarchies.
The base unit of measure can be maintained in product maintenance only if the product was created in
the CRM system.
Transaction control fields contain the item category group, which is used to determine the item
category for a transaction item.
The duration of work is used as a default value in the service process item. It is then available as
information in subsequent resource planning. Resource requirements contain a default rule specifying
how the executing service organization, which is to perform the service, is determined automatically
in the service process item.
The default values for service contracts are the service profile and response profile. The service profile
defines the times when a customer is entitled to a service. You can specify the availability times in theservice profile. The response profile is used to generate date and time intervals for the performance of
service tasks. The system calculates the time interval within which a predefined task must be
performed with reference to the service profile to which the response profile is assigned. This set type
is available for service products for contracts.
Additionally to the comparable information given concerning service contracts you before you can
issue warranties, you must define basic conditions and requirements. These conditions and
requirements can be based specifically on your company, your products, your customers, and your
customer group, and differ from country to country or region to region.
The product type Warranty can be used in CRM Service for these purposes.
1-2 Because you are familiar with the process of creating a service product in SAP GUI and
named the different sections of the SAP GUI screen, you will now search for your newlycreated service product in the SAP portal to get to know this new interface, too.
1-2-1 Log on to the portal with user and password provided by your trainer.
1-2-2 Define the role concept in the portal. ____________________________________________________________
The IBases at the uppermost level (~ header) are used to structure the customer or business partner (forexample, company X, department Y, building M, branch A).
The IBase components are found at a lower level.
The set of installed objects at the customer’s site can be used to:
Determine the exact object for which a problem has been reported.
Determine in detail what the transaction refers to (for example, visit by field service representative,
repair by a service employee).
Determine which object is affected and the parts it consists of
(important information for technicians).
Document changes made to objects.
In addition to this direct use of the IBases data for individual service processes with the customer, IBase
data also forms the basis for additional evaluations, such as activities covered by service contracts and
Client Server Installation xyzSold-to Party: Company 4711
Status: Operating
Contact Person: John Summer
Address: Walldorf, Neurottstr. 16
Contact Person: Pat Winter
Address: Rot, Max-Planck-Str. 1Application Server 02
Hard drive 50GB
RAM
Motherboard
Windows NT
Application Server 01
Hard drive 40GB
RAM
Motherboard
Unix
Identification: HD-98765
Identification: HD-43210
Individual Object ...
Installed Base ...
Text ...
Product ...Installed Base
Product Component
Text Component
Individual Object
You can use the IBases for storing your customer‘s structures and objects such as in the above examplefor technical equipments.
You can use different types of components within IBases:
Product components.
Text components.
- Text components can also be used for structure notes.
IBases as a component of another IBase.
Individual objects
- An individual object can only be assigned to one IBase component.
Therefore individual objects may not be copied.
- (An individual object can exist independent from an IBase).
Customer specific component types.
- For example, cars, washing machines, telephones and so on. can be grouped in object families.- An object family can be assigned to multiple categories
You can mix all component types within one structure in any way.
with monotone and non-monotone times Overflow value
Miles
Hour
Speedometer (Miles/Hour)
Counters are measuring points with
counter character :
Monotone, sequenced value outcomes
Overflow value
Planned value
Integrated value check which defines counter as:
Forward counter
Backward counter
Typical counters:
Odometer, electricity meter (forward counter)
Water meter (backward counter)
Odometer (Miles)
Water Meter (Cubic Meter)
Measuring Points
Definition of counter specific wording: Counter Overflow:
The counter overflow indicates the value when the counter is reset to a defined value (in general to
zero), assuming it is a forward counter. (A backward counter resets to the overflow value when it
reaches a defined value (in general, when it reaches zero).
Example (automobile’s odometer):
As soon as the value reaches 99.999,99 (maximum value) the next value that displays will be 0,00
(minimum value).The overflow only affects the visible value displayed on the physical counter.
The system tracks the overall value (100.000,00). An indicator cannot have an overflow value.
- Minimum Value & Maximum Value:
Minimum value and maximum value allowed for this counter. The behavior is different for a
measuring point (indicator) or a counter.
For both, no reading will be accepted with a visible value on a reading less than the Minimum Value.(For a counter, if it is a backward counter and the visible value on the reading is greater than the
visible value on the previous reading, then it is assumed that a rollover has occurred and the overall
value is increased accordingly).
Planned Value:
The planned or target value. This may be used in validation rules or for statistical comparison with
actual values. For a Counter, one must also specify a planned time frame for the planned value.
Example (planned time frame for planned value):
99.999,99 km (~ planned value) per for example, 1 year (~ planned time frame). One uses the
Plan_Time field (for example, 1) in combination with the Plan_Unit field (for example, year) in the
Data Transfer of Equipments: One leading system for data changes:
- CRM: installed base changes in CRM w/o synchronization to R/3.
- R/3: installed base changes into CRM via update from R/3 only.
Initial/delta download communication via CRM Middleware.
Data transfer using external interface (XIF).
Data transfer from R/3 to CRM:
- Restricted to equipment and hierarchies.
- Mapped as individual objects.
Integration of CRM Installed Base with R/3 Master Data:
High tech customers are extensively using serial number to represent individual object in R/3.
Difference between serial numbers and equipments is a flag (both are in the same table).
Validation of equipments and serial numbers are separated due to this flag. Equipments turn to installed bases, serial numbers turn to individual objects.
The components of the equipments are stored as pointers on individual objects.
Only equipments are validated in a second step and routed to the mobile bridge.
Fast search (personalization and configuration possible):- Show field: (e.g.) myFavorites etc.
- Get dropdown list: for example, Installed Base
- Go button triggers the fast search
Open Advanced Search (personalization and configuration possible):- Via Open Advanced Search button you trigger the opening of the Advanced Search area.
Result list:
The results of your (fast) search are shown in the result list.
, 5. Detail areas 1 & 2:
After selecting one result from the result list details concerning this result
Individual objects enable you: To track those uniquely, identified, specific objects in business processes.
Object history:
- partner history
- attribute / configuration history
- business document history
- object structure
- relationship history
Individual Object with reference to product:
- attribute set types
- relationships
- document links
To manage specific data valid for distinct individual objects and support the mappingof business processes that require a unique reference to a specific object.
For example:
- A service contract for an object.
Individual objects are comparable with equipments in R/3.
e.g. IP address of a computer e.g. size of RAM of a computer
An individual object provides specific
data, valid for only one, uniquely
identified, single object
A product contains information on the
features of goods or services
With unique
IP number
Product versus Individual Object: The product contains general information about the goods or services it describes. However,
it cannot make a statement about individual objects that could possibly exist for the product.
Individual data that is valid for exactly one object is stored in the Individual object.
That means, that an Individual object is generally identified by a number, fixed relationship or
description. For example:
- ID number: the monitor of a computer with the manufacturer's serial number "xyz„.
- Location: Mr. Smith's washing machine at 25 George Street, London. Although the washing
machine does not have a serial number, it is not likely to be confused with any other washing
machine.
- Building with address: In addition, Individual objects can be used to represent objects relevant to the
business
environment that are not directly either service or sales process objects. You can categorize Individual objects in object families with the same types of object (for example,
household appliances and software licenses).
You can define the attributes that are relevant to each object family for the description of associated
individual objects as individual fields.
You can group the fields according to the requirements for representation on the interface.
Each Individual objects belongs to an object family.
Settings made at the object family level determine which fields
can be maintained for the objects.
All other settings related to objects are also made at the object family level.
The installed base category differentiates the business use of installed bases. You can use the SET/GET-Parameter IBV to set a default value for an installed base category.
Component types are SAP data. The settings control the program flow for each read or write access to the
installed base data. If you want to define your own object types, you must program a function group and
1-2-1 Log on to the CRM Service 4.0 training system with user name and password
provided by your trainer.
1-2-2 Choose SAP menu → Master Data → Installed Base → Create Installed Base.
(Transaction: IB51).
1-2-3 Create an Installed Base with IBase category Installed Base.
1-2-4 Enter your group number as external ID ## and the description IBase_Megastore##.
1-2-5 Assign the business partner with name ##MEGASTORE (## = your group number)as main partner with partner function Sold-to Party.
1-2-6 Enter an IBase address.
1-2-7 Assign the following IBase components in a 2-level hierarchy:
1) Products: IT1006 (Laserprinter Print-it now), IT1000 (PC Maxitech 1.200Professional), IT1104 (Colordrop Ink Cartridges). Each of them with quantity 1.
2) Text item Color printer related to the component IT1006 (Laserprinter Print-itnow).
3) You could also assign an IObject to your IBase (but you don’t).
Product versus IObject:What is the characteristic of a product (in comparison to an IObject)?
An IBase represents a hierarchical component structure or setup of devices,machinery, products, and so on delivered to customer that can also includeintangible objects such as software packages and licenses.
The installed bases at the uppermost level are used to structure the customer or
business partner. The installed base components are found at a lower level.
1-6-6 Scheme of possible IBase component structure.You can mix all component types within one structure in any way.
Product registration of customer assets represented as installed base components and individual objects;multiple warranties can be assigned to registered products
Quotation for service contract Service contract specifying object coverage, parts and services entitlement, service levels and price
agreements Periodic billing of service contract using CRM billing engine, integrated to SAP R/3 financial and cost
accounting Service order processing with integrated validation of service contract and warranty entitlements Monitoring service level compliance of service order and triggering predefined escalation procedures Service order confirmation and billing according to service contract price agreements and warranty
entitlements Service level compliance analysis, Service contract profitability analysis, Warranty analysis
Represent long-term service agreement withcustomers about content and coverage of
services
Specify service levels a customer is entitled to
List the parts that are covered by contracted
services (for example, server, workstations,
printers)
Product list containing services and spare parts
included in contract entitlement
Contain price agreements for services and parts
Limit contracted services or spare parts in terms
of value and/or quantity
What is a Service Contract?
A service contract is a long-term agreement with business partners that specifies which services are beingoffered for that period. The service contract line item lists customer objects – installed base, installed base components, and products – that are covered by the contract line item.
Service level agreements list the level of service a customer is entitled to and contain functions formonitoring compliance with those terms. A contract may include contract-specific price agreements thatcontrol not only what is covered by the contract but also what prices may be charged for any workcovered by that contract.
Objects (products, installed bases, or installed base components)
a contracted service is valid for; can be specified in an object list.
Product List
Services and spare parts that are covered by the contracted service;
limits can be set in terms of quantity and value
Each contract line item can specify a list of objects that are covered by the service product on that lineitem.
Installed bases and installed base components can be used as elements of this object list. The object list can also include products. Objects are entered on the Objects tab page at the line item level. You can display existing service contract data for each installed base in Installed Base Management. You can specify services and spare parts that should be covered by the contracted services in the product
list The product list can be specified by product, product category, or product range Items in the product list will automatically be validated against requested service during service and
repair order processing
Value / Quantity Limits: Limits can be set in terms of value and/or quantity for contracted services or spare parts
Price agreements for services and parts can be maintained
within a service contract.
They are then applicable for any service process referring to
the service contract.
Header price
agreements
Item price
agreements
Billing
Consideration of
price agreements
Service process with
contract reference
Item 10
Repair service
Price Agreements
Price agreements are contract-specific prices, discounts or deductions. They determine which services are covered wholly, partially, or not at all by the contract. For example, a price agreement can define that all spare parts are free of charge, and that the installation
of spare parts is to be invoiced at the rate of $25 per hour. If you perform service processes with reference to the contract, the system takes these price agreements
into account when billing from the service process. This means that the customer is billed only for those expenses not covered by the contract. Price agreements have no effect on periodic contract billing. The amounts charged for periodic contract
billing result exclusively from the header and item conditions of the contract.
Billing requests generated from contract itemsaccording to billing plan
Transferred to billing engine for billing
Document link between service order and
service contract allowing
Billing of service process with reference to service
contracts pricing conditions
Service order cost settlement to service
contract's cost accounting object
Service Contract Billing
Service contract line items have a billing plan, which controls periodic billing. Billing requests are generated from the billing plan according to its customizing, and are transferred to
the billing engine directly. Service processes assigned to service contracts may incur costs that are not entirely covered by the
contract. These services may be billed at a special rate based on conditions in price agreements in thecontract.
When the service order is billed, these conditions will apply automatically.
SAP CO integration of service contract with SAP R/3
cost accounting object, collecting
Revenues from contract's billing plan
Costs from service orders referring to contract
SAP BW integration of service contract data
Aggregated relevant data on contract header and item level
from mySAP CRM and SAP CO
CRM OnlineCRM Online
SAP BW
Controlling Integration
Service contract revenues can flow to SAP R/3 Controlling. Any costs associated with service orders assigned to a service contract can flow to SAP R/3 as well and
are collected on contract level.
SAP BW can report on service contract data from mySAP CRM and other SAP or non-SAP systems.
The controlling integration is defined in the same way as for service processes. You can choose between
single object and mass controlling. Service process costs are collected in the CO cost object associated
with the contract.
BW provides the following analysis:
Service Contract Analysis
- Identifies contract products with a high net value
- Overview of the value and volume of active service contracts
- Monitors customer satisfaction with services performed under contracts
Service Level Compliance Analysis- Rate of completion on schedule with completion dates determined by service level agreements
- Overview of delayed and on-schedule services
- Monitors the punctuality of services
- Enables quality analysis in service organizations
Copy Service Contract Quotation items with status Quotation
accepted to Service Contract by using button
Service Contract Quotations
Service Contract Quotations: have a defined validity can contain services, materials, spare parts and expense items have the system statuses “Request for Quotation”, “Quotation”, “Quotation Accepted” and
“Completed” can be copied or converted into a service contract
Method 2: only Service Contract Quotation items with status “Quotation accepted” can be copied into Service
Service level of contracted services specified on contract
item level
Determines the delivery of contract based services for ensured
service hours, response time, and so on
Allows escalation procedures to monitor compliance of service
fulfillment with SLA
Controls the pricing of services according to
chosen service level
Controls processing of service processes
referring to the contract,
for example, service due dates
Influences pricing of service contract and
service processes referring to the contract
Service level agreements are a subset of contracts where the customer is assured the performance ofcertain services within a predefined period of time.
For example, if a problem occurs on a customer’s machines, the customer is assured that a technician will be on site to repair the fault within a specified amount of time.
Contract pricing can be determined based on the response time desired for the contract line item. Service process deadlines can be influenced by contract line item. Service profiles and response profiles are assigned to the service product master. When the service product is added to the line item, the profiles are copied into the contract item. The service profile and response profile can be viewed on the Service Data tab. This profile is a default. You may choose another profile for the contract line item. Contract pricing can be based on the profiles (a standard price on the product level, an extra charge
depending on profile chosen). This is done via the condition technique of pricing.
In standard customizing, condition 1305 is delivered for extra charge depending on service window and1306 for extra charge depending on response profile. You can view this on the Condition Detail tab.
allowing to specify time frame of service availability
ensured first reaction time
ensured call closure time
According to the Service window and esponse
time profile fields provided by SAP within
service product master
service contract item
Service Level Agreements (2)
Response time: How long it will take to respond to the customer need – call back within specified time,technician on site within a specified time
Service window or Availability time: Working hours of the Service or Support Center Downtime: Maximum number of breakdowns per year Availability: Percentage of assured system availability Solution time: Maximum period of time allowed for the solution of a problem. The SLA parameters Response Profile and Service Profile are standard delivered. You can create additional parameters using customer-specific set types. Processing of the data from the
In this example, the response times determined are displayed for a call received on Monday at 12 p.m. Service profile: 8a.m. - 12p.m. / 1p.m. - 5p.m. Response time - 8 hours: response by Tuesday 12 p.m. Response time - 4 hours: response by Monday 5 p.m.
Response time - 2 hours: response by Monday 3 p.m. Service profile: 7a.m. - 7 p.m. Response time - 8 hours: response by Tuesday 8 a.m. Response time - 4 hours: response by Monday 4 p.m. Response time - 2 hours: response by Monday 2 p.m.
specific parameters, for example, system availability
level and number of downtimes, using either
1. Service product configuration to specify
service level of contracted item incl. pricing
determination
2. Field extension provided for contract item
to specify service level from customer fields
Enhancement of service level agreement parameters according to customer needs (1): Use of configurable service products with customer-specific SLA parameter fields SLA configuration values specified on service contract item level Pricing determination from variant conditions of service product
SLA dependent service processing ruled via customer exit No system modification
Enhancement of service level agreement parameters according to customer needs (2): Use of customer-specific field extension provided for service contract item Customer's SLA values from service products (without configuration)
Pricing determination using customer-specific append to communication structure SLA dependent service processing ruled using customer exit Screen sequence control modification to integrate customer sub screen into contract item
Example of monitoring a service level agreement: An escalation for a missed deadline could occur as follows:
The responsible processor is informed when the service process is still not in process after 2 hours. The department manager is informed when the service process is still not in process after 3 hours. The customer service manager is informed when the service process is still not in process after the time
According to the settings in Customizing, when creating a service process with a transaction type forwhich contract determination is activated, either you are requested to select a contract, or the system
determines the contract, and copies it automatically to the transaction. Contract determination occurs in
the system based on the following selection criteria:
Partner: The sold-to party in the service contract and in the service process must be identical.
Sales and Service Organization: The sales organization and the distribution channel must be identical.
If the service organization is processed in the service contract, it must be identical to the one in the
service process.
Status: The status of the service contract item must be Released.
Validity: The date in the Start Required by Customer field in the service process must lie within the
validity period of the service contract item.
Object List: The reference object from the service process must be entered in the object list for the
service contract item. Copying Control: The copying of contract items to transaction items must be set in Customizing.
Service contract information is readily visible from any service process assigned to a service contract
Services and spare parts available with a selected contract are proposed to copying to a service order. A
release order list shows history of service orders relating to value/quantity service contract items.
Service delivery dates are calculated based on SLA of selected service contracts.
defining entitlements for repair or exchange of defect
parts
Wholly or in part without charge
Warranties will be created in product master data maintenance using the product type Warranty. Following information can be entered for a warranty: Warranty Category (Customer / Vendor warranty) Warranty Basis (Time / Counter / Time-/Counter dependent)
Warranty Period Accounting Indicator (criterion according to which you can differentiate between billable, non-billable,
and partially billable products for pricing and controlling purposes) Warranty Catalog (for including/excluding catalogs, code groups or codes) Warranty Services (for including/excluding products, product groups, item categories or item object
types) Warranty Counter Data (for specifying the counter readings up to which the warranty is valid)
This data is validated in the service transactions during the warranty check against the item data in the
Assignment and tracking of warranties Product master
Warranty information for Individual Objects created with reference to product, for example, productregistration using e-Service
Warranty information for non-individualized customer products, for example, complaint processing forconsumer products
Individual Object
Assigned automatically when referencing a product master Date attributes of Individual Object such as delivery date, installation date, can be used for start date
determination Installed Base component
Rule based or manual maintenance of warranty start date
Automatic check in Service Order, Repair Order and
Complaint
Check for coverage of product that is subject of service including
scope of entitlement (e.g. free parts and labor)
Repeated warranty validation when relevant data has changed,
e.g. damage code after inspection
Relevant warranty data displayed and stored in document
Warranty Pricing and Billing Integration
Immediate determination of influence on pricing and billing
Accounting indicator copied as default from warranty
Pricing conditions based on accounting indicator
Rule-based Warranty Cost Assignment
Immediate determination of influence on cost settlement
According to the settings in Customizing, when creating a service process with a transaction type forwhich warranty determination is activated, the system determines the warranty and copies itautomatically to the transaction. Contract determination occurs in the system based on the Installed BaseComponent.
Relevant warranty information is visible from any service process a warranty is assigned to. Full control of warranty expenses through rule-based warranty cost assignment Warranty Analysis Provides information about the amount of products with or without warranty Monitors expired warranties per Installed Base and Individual Object
Certain functions are prerequisites for working with all contract types. Before you create a contract in theonline application, you make the following Customizing settings in the IMG for CRM: Date management: You must define the date profiles for key dates in a contract, for example, start and
end date for sales and service contracts, and interim period for lease contracts.
Actions: This is an optional function. You can customize the system to automatically plan and triggerspecific follow-up actions, such as a follow-on document.
Pricing conditions: You determine the conditions that can be used for price agreements in contracts. Cancellation: You can use the cancellation procedure to define and evaluate the various reasons for
canceling a contract.
The first three settings are available under CRM → Basic Functions.
The last setting is available in the IMG under CRM→ Transactions → Settings for Contracts.
Dependent of leading business transaction category
Customizing at header level:
Different settings according
to business transaction category
Service Contract Customizing - Header
Standard delivered contract type: SC (service contract) & SCC (service contract (Value/Quantity) The quantity/value service contracts has the entry C (=Service: Target Value and Quantity) in the
Quantity/Value Contract field in the details of the service contract If the standard transaction types are not adequate for the representation of your business processes, you
can define your own transaction types in Customizing under Customer Relationship Management →
Transactions→ Basic Settings → Define Transaction Types. For each transaction type, you can definethe different attributes that are required for a business process.
Attached to transaction type:
Text determination procedure Partner determination procedure Status profile Number range
Increment item number and increment sub-item number Organizational data profile Early number assignment
Each transaction type is assigned to a business transaction category. Service contract is a businesstransaction category of its own.
First you define the general settings that are the same attributes for all types of item categories. General data: Item object type Profiles
- Text determination procedure- Partner determination procedure- Status profile- Orgdata profile for partner processing- Date profile- Action profile- Condition group- Configuration data
In the second step, you define the business context for which the item category is used. The available
settings differ depending on the assigned business transaction category. The business transactioncategory Sales contains billing data, pricing data and completion rule (here you can define whether itshould be possible to exceed the quantity/value or not).
The standard item category used for service contracts is ‘SCN (SAP Standard Service Contract Item)’. If the standard item category does not fulfill your requirements, you can define your own item categories
in Customizing under Customer Relationship Management → Transactions → Basic Settings → Define
Because a key component of the contract is an agreement for a certain length of time with customers,dates are crucial to contract configuration.
Dates are controlled within the contract by a date profile. The date profile is assigned to the transactiontype and the item category.
Date profiles contain date rules, date types, durations and reference objects allowed. Date rules determine a date, for example, quarterly, first of the month, start date plus validity, today’s
date. Date types are the types of dates we find as various fields in the contract, for example, contact start date,
end date, acceptance date, cancellation date, or dates to or from on a billing plan. Duration gives us periods such as the validity period of a contract. A reference object is where the system draws the date from, such as from the database or from a
Cancellation: You define a cancellation procedure that brings together configuration from cancellationrules and optionally, a cancellation party.
Cancellation rules specify dates during which the cancellation can take place. Cancellation procedures must have at least one rule, but may have more. Cancellation procedures may
specify a party, but then can be invoked only when that party is the canceling party. If you leave the field blank, all canceling parties can use this rule.
Standard procedure 0001 comes shipped. It contains the two cancellation rules, 0001 and 0002. Cancellation rule 0001 – allows cancellation immediately up to two weeks after contract start date Cancellation rule 0002 – allows cancellation with a notice period of up to 3 months at end of year
Cancellation reasons are a list of reasons you enter that are to be used in the contract to indicate why a party is canceling. These can be very useful for analysis at a later point.
Contractual price agreements take effect with billing from a service process with a contract reference. The price agreements are considered if they belong to the contract header or contract line item to which
the service process was assigned. The same condition types used in the contract must be assigned to the pricing procedure for the service
The system can monitor when dates that are defined in the SLA parameters are exceeded. This is done bymaking settings in Escalation Management. You can use Escalation Management to determine anydeadline you want to monitor and which subsequent processes you want to trigger when a date for thisdeadline is exceeded.
Assign the date profile SLA Data at Item Level to your service process item category in the activity Assign Date Profile to Item Category and do the same thing for the action profile Monitoring SLA
Deadlines in the activity Assign Action Profile to the Item Category. Set up the selection report for performing the actions (transaction SPPFP ) according to your requirements.
You can also enhance the action profile using your own action definitions. If you want to use your ownSmart Form as an output medium, enter the name of the Smart Form in Action Processing and define theschedule and start conditions for definition of the action.
Example
You use the SLA parameter First Response Time. The first response time is exceeded in a service process. An e-mail is generated and sent automatically to remind the employee responsible about this process and provide him or her with the most important transaction data.
As an enhancement to this escalation, a second e-mail can be sent to the same person or to a different person after an additional period of time has expired.
The Sales Manager registers products of customer assets and individual objects, service products, serviceintervals and defines service plans.
A service contract is then defined for the customer specifying object coverage, parts and service
entitlement, service plan, service levels and price
Based on time intervals or counter readings service orders or quotations are generated and service
contract and warranty entitlements are checked automatically.
The Resource Planner assigns the service item to one or more technicians, according to the appointment
agreed upon with the customer.
The Field Service Representative performs the service as described in the service plan, confirms working
times and materials used, and documents the inspection results.
The Service Manager performs periodic or individual billing of service plans and contracts using the
CRM billing.
The Service Manager simulates service orders to forecast and evaluate future requirements of qualified personnel, working times, and materials resulting from the service plan.
New date types in the date profile Dynamic call of the date rule of the actual service interval by
date rule for planned date
Access to the service plan context within a date rule (e.g.counters, reference objects, etc.)
Scheduling enables creation of general rules about the frequency and the parameters of a plannedservice. The following scheduling types are supported for the three service plan types Time Dependent,
Service order template items are copied in service
order item as sub itemsPricing of the service order item and sub items caninfluenced from service contract item.
CO Integration by using the service contract item orservice contract header as controlling object.
Car Inspection
Inspection
Service plan item
TÜV
Service order item
Doc flow
Service contract item
shares data with
e.g. price agreements
Sub item
A Serviceplan item is a subitem of the service contract item If a service order template has been assigned to the service interval template of the service plan product,
the items of the service order template are copied in service order item as subitems
Pricing of the service order item and subitems can be influenced by servicecontract item
CO Integration by using the servicecontract item or servicecontract header as controlling object
First you define the general settings that are the same attributes for all types of item categories. General data: Item object type
Profiles
- Text determination procedure
- Partner determination procedure
- Status profile
- Orgdata profile for partner processing
- Date profile
- Action profile
- Condition group
- Configuration data
In the second step, you define the business context for which the item category is used. The available
settings differ depending on the assigned business transaction category. The business transactioncategory Sales contains billing data and pricing data.
The standard item category used for Service Plan Products is SPLA.
If the standard item category does not fulfill your requirements, you can define your own item categories
in Customizing under Customer Relationship Management → Transactions → Basic Settings → Define
Item Categories.
The standard Action Profile assigned to the item category SPLA is SERVICEPLAN.
At the conclusion of this exercise, you will be able to:
• Create service plan
• Generate a service order from a service plan
• Simulate service plans
Service plans help you to save costs incurred through unforeseen
downtimes and to increase efficiency, for example, through improved andmore comprehensible planning, and more efficient scheduling of
resources, such as employees or materials.
The scope of the periodic services is described in the service plan and
their due dates calculated and monitored.
The simulation of service plans provides you with a list of future service
orders and enables you to determine the resources (service employees,spare parts) required for each service order, and to calculate the workload
for a predefined period.
Please note that the next steps have to be done in the SAPGUI!
First, you will check the information in the service plan product. The data in the
serviceplan product controls the service interval via the assigned service interval template.The service interval template is a kind of a rule defining the time when a planned service
should be performed (for example, first oil change after 15.000 km, second oil change after
45.000 km).
1-1 View the product SPL_SERVER to see the settings made for this service plan product.
Which Item Category Group is assigned to the product?
________________________
Which Interval Template for the Service Plan is assigned?
At the conclusion of this exercise, you will be able to:
• Create service plan
• Generate a service order from a service plan
• Simulate service plans
Service plans help you to save costs incurred through unforeseen
downtimes and to increase efficiency, for example, through improved andmore comprehensible planning, and more efficient scheduling of
resources, such as employees or materials.
The scope of the periodic services is described in the service plan and
their due dates calculated and monitored.
The simulation of service plans provides you with a list of future service
orders and enables you to determine the resources (service employees,spare parts) required for each service order, and to calculate the workload
for a predefined period.
Please note that the next steps have to be done in the SAPGUI
First you will check the information in the service plan product. The data in the
serviceplan product controls the service interval via the assigned service intervaltemplate. The service interval template is a kind of a rule defining the time when a
planned service should be performed (for example, first oil change after 15.000 km,
second oil change after 45.000 km).
1-5 View the product SPL_SERVER to see the settings made for this service plan product.
SAP Menu→ Master Data→ Products→ Maintain Product (COMMPRO1). Searchfor the Service Product SPL_SERVER .
In the Locator on the left hand side, you can search for the product.
There are two methods for converting service quotation items to service order items: A transaction type is used that enables a new service order to be created from the quotation using the
follow-up function.
In this case, two documents exist, a quotation and a service order.
A transaction type is used that enables the status of the quotation items to be changed from Quotation
that is to be performed. A service product item includes information
about the planned duration and conditions.
By using the product proposal, the user can
select a service product from a list of services
offered for the product.
A service item can be assigned to an existing
service contract.
Installed Base components and products can
be assigned to a service item in the object list.
Service Product Item
Service processing is triggered by an item that contains a service product (no text items). The service product item describes a service. The item is used to document customer wishes (for example, with
reference to dates) and contains planning-relevant data.
Planning-relevant data includes the service group that is responsible for the performance of a service,
dates, the number of persons necessary for the execution of a service, the estimated duration, quantity
and, if required, the Relevant for resource planning indicator. The sales data must always be maintained
in the service product master.
You can display a product proposal for a reference object (product of the type Material ). The product
proposal contains service products that are possible in connection with this reference object using the
product relationship type Service for . You can transfer the service products to the service process items
by selecting them. The product proposal is used as an entry aid.
The service is confirmed by creating a service confirmation as a follow-up document.
Enables items within the service order and the service confirmation
to be structured in the form of a hierarchy Used to show, for example, that certain spare parts belong to a
service or that a service consists of several individual services
Facilitates service order creation as partner and organization data is
inherited by sub-items from superior items
When you create a service order, you link the individual items to form a hierarchy by entering thenumber of the superior item in the field Higher-Level Item. As soon as you have maintained an higher-
level item, an additional tab Item Hierarchy displays where the item hierarchy is represented
graphically.
When values from sub-items are cumulated, this value is assigned to the higher-level item:
Pricing conditions can either be duplicated in all assigned sub-items or applied to the cumulated value of
all assigned sub-items.
A BAdI is provided to enable customers to define specific rules regarding the culmination of values.
You are able to define how the durations and quantities are to be cumulated using the BadI
CRM_SERVICE_I_HIER_CUM.
The standard delivery of SAP CRM includes the implementation CRM_SERVICE_I_CUM. This
implementation defines that only the sub-item quantities of the very next level are cumulated. If
these items themselves have sub-items with quantities, these quantities are not cumulated right up tothe top level.
The condition 0KUM is available for the culmination of pricing data. For this, the condition type
must be entered in the calculation procedure and the calculation procedure must be assigned to the
Status Management in the service process occurs at the header and item level. The following system statuses exist at header and item level: Open (this is the initial status), In Process,
Released, Completed (the document can not be changed).
Additional statuses can be defined using the user status profile. The system status can be changed
automatically by changing the user status.
You can manually change both the system status and the user status.
The system sets the following additional statuses automatically:
Contains Errors: A document is incorrect if it contains data with errors. An incorrect document cannot
be distributed to R/3.
Billing document: in transfer, transferred, transfer error
The following system statuses are valid for the service processes that are transferred into R/3:
To Be Distributed: A document containing no errors should be distributed to R/3
Distributed: The document was created in R/3, or the changes were successfully copied to R/3. Distribution Failed: The data transfer was unsuccessful. The document could not be created in R/3, or
Planners to effectively manage, assign, and monitor
work to be performed by their service employees in
the field.
Resource Planning
Companies can use service resource planning to schedule and monitor services requested by a customer. As soon as a malfunction occurs in a product, the customer reports it to the service provider so that it can
be corrected. The resource planner can use the resource planning tool to schedule service employee
assignments to plan the necessary assignments on site, and to check that assignments are completed on
schedule.
Data about service employee availability and assignments is stored in the Workforce Management
Core (WFM Core).
In addition, you can use the integration with the Human Capital Management (HCM) component to
transfer time data for the individual service employees to the WFM Core, so that the time data is
Enables you to offer your customer a selection of different appointmentsdetermined by the system based on different parameters.
Appointment scheduling could be done via the Interaction Center or via
the Internet
Appointment Scheduling with external Scheduling Engine
Optimized appointment scheduling
via Partners solutions supported
via a BAdI interface
This variant is used for contact centers that merely want to identify a request for service and indicate acustomer’s preferred date and time for that service to take place. In this case, agents do not offer specific
appointment dates and times to customers.
The ability to offer immediate appointments saves time for both the company and the customers, since
agents do not have to contact customers again at a later date to notify the customer of the appointment
date and time. In addition, appointment scheduling increases customer satisfaction, since the customer is
offered a confirmed appointment time during the first contact, rather than having to wait to be contacted
The resource planning tool provides the resource planner with access to all information relevant forresource planning, that is, the service tasks to be completed and the time availability of the individual
service employees. Times always refer to the reference time zone for the resource planning tool. You
can also set other time zones. The system displays all time data with reference to the time zone selected.
When you start the resource planning tool, the service team that the resource planner is responsible for,
or the one that he last processed, displays automatically and an initial processing period is determined. If
the system cannot determine the service team, the resource planner must select it manually in the locator.
A service employee assignment is created when the resource planner assigns a service task to a service
employee. These assignments are represented as a horizontal bar in the Gantt area. The position of the
horizontal bar represents the duration (that is, start and finish) of the assignment. The color of the
horizontal bar changes in accordance with the assignment status. You can see the assignment status, the
number of the relevant service process, and the customer data in the horizontal bar.
Gantt Area: In addition to assignments, availability and availability descriptions display here. Theresource planner can use the calendar function to go to a specific day. Availability displays as
background, assignments and availability descriptions as horizontal bars, tasks and business activities as
symbols.
The colors have the following meanings:
White (background): Employee is available
Grey (background): Employee is not available
Green: Assignment has the status completed
Yellow: Everything is okay with the assignment
Red: The assignment must be checked. It has, for example, the status rejected and must be assigned to
another employee.
Red striped: The service employee is not assigned to the service team for this period.
You can open a service item directly from the service items list. The technicians’ tasks and activities also display in the Gantt area if the flag Display Business
Activity/Task is marked in the resource planner’s user settings.
Assigned: A resource planner can reset the assignment to this status if he wants to prevent a serviceemployee from using a mobile device to call up the assignment.
Released: This is the initial status. This is set automatically as soon as the resource planner has created
an assignment. These assignments are immediately available for transfer to handheld devices.
Distributed: The status is set automatically as soon as the service employee has called up the
assignment using a handheld device. The resource planner must manually set the status to Distributed so
that assignments can be transferred to a mobile laptop.
Accepted: The Resource Planner sets this status when, for example, the service employee has agreed
over the telephone to perform the assignment. The status is set automatically as soon as the service
employee has called up the assignment using a mobile device.
Rejected: The resource planner can set this status when the service employee has, for example, rejected
the assignment over the telephone. The status is set automatically as soon as the service employee has
rejected the assignment using a mobile device. On site: This status is set automatically as soon as a service employee is on site at the customer site and
reports this using a mobile device.
Completed: This status is set automatically when the service employee has used a mobile device to
confirm that the assignment is complete or when a service confirmation has been entered as a follow-up
The Resource Planner selects one or more service items that have not yet
been assigned and then selects one or more service employees to whom thework could be assigned.
The system proposes possible assignments based on the scheduling
strategy selected. The Resource Planner is then able to accept or reject the
assignments as required.
Automatic Scheduling
2 Hr
1 Hrs
3 Hrs
Service items
Helen Curtis Vacation
Break
Break
Break
Break
Break?
?
Employees 08 09 10 11 12 13 14 15 16 17 18
?
Jill Holding
Bob Star
Claire HopeDan Heath
Pete Joiner
?
You can use automatic scheduling as an alternative to, or in addition to the manual scheduling ofassignments. This function enables the system to determine when a service employee is available to
complete a specified service task. The determination is made using the duration specified in the service
item.
Optimization does not occur during automatic scheduling, it is simply a determination of the time gaps
in a resource planner’s assignment plan and an assignment proposal. If no relevant gaps are found for
the duration of the assignment between the customer required start and the customer required finish, the
system generates a corresponding message.
Prerequisites: To use automatic scheduling, you must have maintained scheduling strategies in the
Workforce Management Core.
You can use the following scheduling strategies for the automatic scheduling:
Forward scheduling
Forward scheduling with finish date Backward scheduling
Backward scheduling with start date
The proposal function can support the resource planner when free slots need to be found for one or more
service items, based strictly on employee availability. Example: An in-house PC support group in which
all team members are qualified to resolve the typical IT problems.
Employees can be called via mouseclick (CTI integration required)
Short messages can be sent to
individual employees
Send Short Message to Service Employee
22
33
11
22
33
11
This function enables you to send short messages to one or more service employees using the followingchannels: pager, mobile telephone (SMS), e-mail, fax. If the resource planner has already selected an
assignment, the data from the relevant service process and the transaction item is read and displayed as
text in a window. The resource planner can change this text before sending it.
Prerequisites: Before you can use this function, the corresponding address data for the service employee
must be defined in the business partner master record.
To transfer information about the assignment, the relevant transaction item and the transaction to the
short message, you must assign a suitable action profile either to the item category or to the transaction
type in Customizing. This action profile must contain an action definition that fulfills the following
prerequisites:
Under Partner Determination, the Partner-Dependent indicator must be set for the action and the
value 0025 must be set for the Partner Function.
The following e-mail settings must be defined for Smart Forms Mail with the transaction types foraction definition:
between the Resource PlanningTool in CRM Online and Mobile
Service:
Assignments
Absences
Attendances
Resource Planner located
in CRM Online
The service employee can
set a status
Integration with Mobile Service
With the functions of the Mobile Service client, the field employee can update assignments andsynchronize the latest changes with mySAP CRM, thus enabling the resource planner to modify plans
accordingly.
Mobile Service features:
Status change of service assignment: accept, reject, in process
Creation of absences and extra attendance in addition to usual working time
A service team can be scheduled only by one resource planner at one time. In exceptional cases theresource planner can also take over the planning for another service team.
Each service employee is assigned to exactly one service team. Service employees are grouped, for
example, according to tasks to be completed or geographical criteria.
Service Employees: Service employees are managed in the system as business partners of the role
Employee. You must create master records as business partners for each service employee and can assign
business partner to a system user and a personnel number.
Service Organization: You have defined your organizational units and the organizational structure in
the following way: You have flagged organizational units that should be displayed in the resource
planning tool as Service Team. You have assigned positions to each service organization. You have
assigned a business partner (that is, a service employee) to each position; each service employee must
be assigned to exactly one service organization. If you want to assign a service employee to another
service organization, enter a date as a time limit up until which the service employee is responsible to theother service organization. Ensure that the dates for the assignments to the different service organizations
do not overlap, so that assignment is unique.
In Organizational Data Management, you have assigned a resource planner to a service team using
Goto → Resource Planner Assignment and have assigned a position to this resource planner. The
system users or business partners assigned to this position are the resource planners.
The item hierarchy structure isdisplayed in the confirmation
when linked items are
confirmed:
Hierarchy
structure is not
shown in item
structure
Hierarchy
structure
is shown
in item
structure
You are able to freely select the items and sub-items that you want to confirm. When doing this, if youchoose items that are linked directly to one another (for example, Item 6 and Item 7), the hierarchy
structure is shown in the Item Hierarchy tab of the confirmation.
Item 2 and Item 4 are not directly linked to one another and therefore, display as independent items in
the confirmation because the item that links them together (Item 3) is not relevant for confirmation.
Using service confirmations without service process, a service employee can perform a service for whichthere is no existing service process and enter this service so that billing and all other subsequent
processes are triggered.
Example: A customer asks a service employee, who is on site due to another order, to perform a repair.
Because the device failed only an hour ago and therefore, the customer has not yet reported the problem,
there is no existing service process from which the confirmation can occur. In this case, the service
employee can perform the repair and subsequently create a confirmation. In this way, the working time
and spare parts required for the repair can be invoiced to the customer.
Procedure:
Create a service confirmation directly.
Enter business partners, a transaction description, service products, and spare parts with the relevant
quantities.
If required, enter the service and valuation type for the confirmed services. Enter the damage code and/or cause.
Set the status to Completed and save the confirmation.
Service product item: contains a product of the type Service. If the service product item contains a timeduration, time data is created in the Cross Application Time Sheet (CATS).
Confirmation relevant information in the service product:
Description
Planned duration
Conditions
Responsible sales area
This data includes default values for
Working time confirmation
Price determination in the billing
Spare part item contains a product of the type Material , which has been taken from the technician’s
stock. With the service confirmation, a goods receipt from the technician’s customer consignment stock
can be created in R/3. Each product for spare part items has a corresponding material master in SAP R/3.
The inventory management administers the material stock.
Expense Item contains a product from the type Service. You have to perform the following step in order
to get the expense item costs on the controlling object
Set up mapping for expense item category and cost element in the CRM specific part of the R/3 IMG
When you create a confirmation with reference to a service process with assignments, working time iscopied from these assignments to the confirmation document. When you confirm assignments, their
status is automatically changed to Completed in the resource planning tool (APO-WFM).
You can use service confirmations to trigger a sequence of external (customer-related) and internal
subsequent processes. In this context, billing is viewed as an external subsequent process and the
transfers to the HR, CO and MM components are viewed as internal subsequent processes. This is
controlled by the item category.
Time sheet (CATS) data is created by the confirmation of services, which is controlled using the flag
Relevant for Distribution in the item category. The service type and the evaluation type play an
important role in this context and can be set in Customizing.
The CATS transfer to Controlling (CO) is necessary to create cost information. The data transferred
from CATS to HR is used as the basis for the payroll.
Goods movements are triggered in R/3 when materials relevant to stock postings are confirmed. CO Reposting takes place after the confirmation is set to completed. The costs will be settled from the
Time ConfirmationTimeTime ConfirmationConfirmation
Transfer to mySAP
Human Resources(Report CAT6)
Transfer to mySAP
Financials(report CAT7)
Determination of the Controlling object
/ profitability segment
Determination of activity type and
absence and attendance type based on
service type and valuation type
Determination of cost center based on
the personnel ID
Determination of the Controlling object
/ profitability segment
Determination of activity type and
absence and attendance type based on
service type and valuation type
Determination of cost center based on
the personnel ID
Status of confirmation
is completed
Status of confirmation
is completed
CATS DB
CRM
Middleware
CRM
Middleware
When distributing relevant confirmation data, integration with a Cross-Application Time Sheet (CATS) is required. CATS enables standardized, cross-application recording of employee working
times.
Entries are created in the CATS database. The entry contains the information about the CO object, the
activity type, the attendance type, the time, the personal ID, and so on.
When recording the confirmation in the CATS, the system uses the attendance type and the absence type
from this data entry profile and the activity type from the personal master record.
The mySAP Human Resources is updated with the report CAT6 . Confirmed working times are used as
the basis for the payroll.
Controlling is updated with the report CAT7 .
The actual costs are calculated based on the corresponding activity type and the performing cost center.
Requirements:
A personal master record for each service employee is required (replication of SAP R/3 master datainto mySAP CRM).
The CATS data entry profile is required for the CRM system.
CATS supports only entries for single days (including night shifts). The difference between the start
and end of work in the confirmation, therefore, cannot be more than 24 hours.
supported Spare parts at the service representative’s
storage location
Spare parts in the service representative’s
consignment stock
Spare parts in customer’s consignment
stock
Spare parts at the service representative’s storage location. Each service representative’s stock is represented by a storage location in the service plant
Spare parts in the service representative’s consignment stock.
The service representative’s stock is managed as service representative’s consignment stock.
Identification occurs using the service representative’s unique personnel number which is managed in
the employee master record in SAP CRM and in the customer master record in SAP R/3.
Spare parts in customer’s consignment stock
A stock of spare parts that is stored on the customer’s premises but does not belong to the customer
(for example, construction site equipment), and is managed as customer consignment stock
Open is the initial status and is set by the system when creating service confirmations. You can stillmake changes to the confirmation document in this status. The system sets the status Distribution Lock
as soon as the open status is set to prevent the document from being transferred to R/3.
You set the Completed status manually for all items either at item level or at header level. If you
manually set all items to Completed , the system automatically sets the header as Completed . As soon as a
document has the status Completed , you can no longer make changes to it. If you determine that the
document is incorrect, you must cancel it.
If you set the Completed status, the system sets the corresponding To Be Distributed status. This status
changes to the status Distributed Successfully if the distribution is successful or to the status Incorrect
Distribution, if the distribution failed. The system proceeds in a similar way with reference to billing.
Cancelled Internally or Billing Document Cancelled: You can use these two statuses to cancel the
following:
Documents that have not yet been distributed: The document is canceled in the CRM system to prevent distribution.
Documents that have already been distributed for billing and internal processing: Cancellation
documents are generated to reverse postings made in integrated SAP systems, for example, changes
made to stock as the result of spare parts being confirmed.
When a document has one of these statuses, no additional changes of status are possible.
Amount Allocation offers the ability to define who should
pay which expenses shortly before billing takes place.
Amount Allocation allows:
Grouping of items and sub-items
Description of price reductions with the accounting indicator
Splitting (on header and item level for Service Order and Service
Confirmation with inheritance from header to item) into different
payers or bill-to-parties
Expenses
RecipientRecipient
RecipientRecipient
Recipient
You can use amount allocation to allocate the value of a billing document, or the value of individualitems in a service order to several invoice recipients or payers. You can make this allocation in the order
or in the confirmation, or in the amount allocation document itself, whereby allocation to the respective
follow-up document is copied as a default value but can still be changed.
Possible to define shortly before billing takes place, who should pay which expenses Often, prices are defined at a very late stage flexible price changes are possible
Settlement information is not always known at the time of order creation
Checks and corrections can be performed shortly before billing takes place
- Change of billing relevance (for example, warranty, goodwill)
- Change of invoice recipient
A field service employee can often not decide himself, how much the customer or the insurers should
pay
The settlement of expenses is possible at different times during the service process:
Settlement is performed monthly, even if the service has not yet been completed
Settlement is performed once the service has been completed
The whole billing process comprises three major steps:
Input processing
Billing
Output processing
CRM Billing: Process Overview
CRM Billing
BillingInput
Processing
Billing
Due
List
Output
SAP
FITransfer
SAPBW
Extraction
O u t p u t P r o
c e s si n g
Other
ApplicationsConnection
mySAP
CRM
-
Invoice
documents
Cancel
lation
Cancel
lation
FB1
The process flow for creating and issuing invoices using CRM Billing can be divided into three sub- processes:
Input processing
Billing
Output processing
During input processing, CRM Billing takes over billing-relevant items from different business
transactions and saves them as billing due list items. From the billing due list, you can process both
single and collective billing from billing due list items and also trigger these to run in the background.
During billing, related billing due list items are also grouped together as far as possible from different
CRM business transactions and transferred to a joint billing document.
Through cancellation, you can cancel individual billing documents and also execute collective
cancellations. The system transfers information on cancellations automatically to mySAP Financials.
Output processing consists of invoice output, the transfer to mySAP Financials and retrieval for SAPBW. You can choose from different output media (for example, print, fax or e-mail) for invoice output,
although output takes place using SAP Smart Forms. The ledger posting of billing data takes place either
in accounts receivable (SAP FI-AR) or in contract accounting (SAP FI-CA). CRM Billing provides all
relevant billing data for the SAP BW for statistical reporting.
How services are billed is triggered by the Billing Relevance indicator in the item category. Transaction-related billing: In CRM, the Billing Engine is called up for a transaction, for billing the
order quantity. This billing type is used for a flat-rate billing with reference to a service process item or
for resource-related billing with reference to a service confirmation item.
Transaction-related billing after confirmation: In CRM, the Billing Engine is called up for a service
process item for billing the order quantity (flat-rate), if the item has been confirmed. Furthermore, the
items have to be released for billing (transaction CRM_SRVBIL).
Transaction-related billing according to delivery quantity: In CRM, the Billing Engine is called up
for a sales product item, for billing the cumulated delivery quantity. The delivery in SAP R/3 returns the
delivery quantity to the sales product item.
Delivery-related billing: Deliveries for sales product items in R/3 are billed with the Billing Engine in
CRM. In the last two cases, you must make sure that the corresponding item category in R/3 is set to Not
relevant for billing . Two different scenarios are used depending on whether you have agreed on a fixed price with the
customer or whether resource-related billing should take place.
Fixed Price: In this case, the service process item must be flagged as billing-relevant, however, the
confirmation item must not.
Resource-Related Billing: The confirmation item must be flagged as billing relevant, however, the
service process item must not. You can also combine fixed price and resource-related billing.
You can use the integration of service and sales processes with Controlling in mySAP Financials totransfer controlling-relevant data from CRM to an R/3. In this way, you can analyze the entire value
flow (including costs and expenses) for services and sales orders.
You can display and evaluate costs and revenue for services, for example, for each product category or
service organization.
Services are billed using CRM Billing. Costs are either updated to the profitability segment or to the
internal order.
Sales orders are billed using CRM Billing or R/3 Billing. Expenses are updated to the profitability
segment. Costs are updated only for delivery-related billing.
The service confirmation updates the costs for the consumption of resources either to the profitability
The customer must make the settings for all transaction types in the Controlling Integration table. The customer defines transactions types, organizational units and so on in the CRM System and must
replicate these in R/3. The customer then makes the following settings in Customizing:
Business Scenario
Technical settings that control the interaction between the application and R/3 Controlling are defined
using the business scenario
There is the business scenario for CRM Service and for CRM Sales
Costs and revenues are assigned directly to a profitability
segment
Analysis of goods sold and revenues in CO-Profitability Analysis
(CO-PA) with original mySAP CRM attributes, e.g. service
organization, product category
A profitability segment is an object within Profitability Analysis (CO-PA) to which costs and revenuesare assigned. It corresponds to a market segment. You can calculate the profitability of a profitability
segment by comparing its sales revenues with its costs.
A profitability segment in an operating concern is defined by a combination of characteristic values.
All service transactions with the same CO-PA characteristics are assigned to the same profitability
segment.
In SAP, BW you are able to evaluate the single service transaction even if you have chosen mass object
Planned Costs and Revenues Determination of planned costs including surcharges based on order planning for services, spare parts
and expenses
Determination of planned revenues based on billable services, spare parts and expenses within a
service order
Comparison of planned and actual values on an internal order representing a service order
Accounting Indicator
Confirmation of used resources with information about the reason e.g. warranty, good will
Differentiation of actual costs in addition to cost element
Determination of different settlement receivers based on accounting indicator via customizing
More accurate calculation of work in process possible
Cockpit for Controlling Integration
Manages error messages that are only relevant for Controlling- The internal order for a service order can be created, the settlement rule can not be created. This is
irrelevant for the CRM process, but is relevant for the Controlling process
- Errors occurred during costing are only shown in the cockpit
Supports the maintenance of master data and settlement rules for internal orders belonging to service
orders or confirmations
Integrates reporting for the controlling of internal orders
The OEM determines that a product improvement is needed for one of its products and creates a ProductService Letter that is sent to the dealers and service providers. The OEM sends information regarding the
tasks, parts, and tools required for the PSL.
The dealer receives the PSL and updates his service system with the information. The additional
information regarding the tasks, parts, and tools is created as a Service Template. The Service Template
is linked to the PSL. The dealer then informs the customers if necessary.
When a customer orders service for an equipment where a valid PSL exist the system determines open
service letters and/or the service manager enhances the service order with a PSL relevant task
The service employee performs the service and performs confirmation for the work done, materials used
etc.
The confirmation status of the PSL of a specific object is changed and the OEM is informed that the PSL
has been carried out for this individual Object
Setting the Amount Allocation the service manager defines who has to pay which part of the PSL taskand Bills the relevant partners
The service manager performs analyzes of the PSL processing.
Each transaction type has a key and a long text. The Leading Business Transaction category specifies the leading business context in which a transaction
type can be used.
Status object type: If this field is empty, the status object type COI is chosen for the item and the status
object type COH for the header.
Contract determination:
No contract determination
Item level, assign if one corresponding contract found: For service contracts, the system searches for
contracts that exist for the specific customer, and for the reference object, sales organization,
distribution channel, and, if applicable, the service organization for which the service order is issued.
Item level, display all corresponding contracts
You have the option of using the BAdI definition CRM_SERVICE_CONTRACT to include BAdIs
(BAdIs for service contract selection), which you can use to provide your own selection criteria or tolimit the selection criteria delivered by SAP.
At the conclusion of this exercise, you will be able to:
• Post Cost to the corresponding controlling objects
• Post goods issue
Time and material data is posted in R/3.
4-1 Integration with R/3
The confirmations have created time data records in the cross application time sheet
(CATS). A supervisor would review the time records for the technicians’ work and then
(because you have not set up automatic transfer to accounting) the supervisor would initiatethe transfer of the data. In this exercise, you will perform these supervisory functions.
In addition, in R/3 you want to view the material goods movements that were created by
the confirmation for the parts used from the technician’s van stock.
4-1-1 CATS Integration
Navigate to R/3 Integration→ CATS Transfer to Controlling
Enter the HR employee number for Lou Windham 10451.
Execute (F8) and the cost information will transfer to accounting.
4-1-2 Stock Overview
Navigate to R/3 Integration→ Stock Overview R/3
Enter the material R-1130 and choose Execute (F8)
You receive a stock overview for all plants and storage locations.
Use the menu path at the top: Environment → Material Movements
to view the material document list for material R-1130.
2-1 Start the Resource Planning Tool to create an assignment for a service technician.
Menu path: SAPmenu→ Service Resource Management→ Resource Planning→ Start
Resource Planning Tool
2-1-2 If necessary, search for the service technician group using the Locator .
Choose Locator
Open Service Team and click on Search Term Enter part of the name of the Service employee group in the With Name field and
use an asterisk (*) as a wildcard in your search.
Field Name or Data Type Values
Service Employee Group US Service Employee Group
1
2-1-2 Check qualifications
To check the qualification requirements of the service order, find your service order
item within the list viewer .
Highlight your service item and use the right mouse button.
Choose the entry Qualification requirements from the list. The result will be a list
with all the qualifications that are needed to perform the service.
Choose Continue to close the pop-up box.
2-1-3 Ranking List
Select all the employees by right mouse clicking on the name of the servicetechnician group and choosing the option Select All Service Employees from a drop-
down list.
Right mouse click on the row with your service process item and a drop-down list
appears. Choose Ranking List .
You will receive a ranking list, which helps to determine the best-suited service
The confirmations have created time data records in the cross application time sheet(CATS). A supervisor would review the time records for the technicians’ work and then
(because you have not set up automatic transfer to accounting) the supervisor would initiatethe transfer of the data. In this exercise, you will perform these supervisory functions.
In addition, in R/3 you want to view the material goods movements that were created by
the confirmation for the parts used from the technician’s van stock.4-1-1 CATS Integration
Log into the R/3 system. Your instructor will give you the user name and
password.
Menu path: SAP Menu → Human Resources → Time Management → Time
Sheet → Transfer → Accounting (CAT7)
Enter the HR employee number for Lou Windham 10451.
Execute (F8) and the cost information will transfer to accounting.
4-1-2 Stock Overview
Menu path: SAP Menu→ Logistics → Materials Management → Inventory
repair ticket the technician has received for the same LCD problem over the
past few weeks, he decides to discuss the issue with some of the other Service Technicians whohave worked on the problem. After a number of discussions with his colleagues as well as with the
Manufacturer, the technician concludes that this is a manufacturing defect and that all remaining
stock needs to be cleared off the shelves as well as all customers who have purchased the Notebook Professional 17 in the past 6 months need to be notified of the problem. He uses the
Product Service Letter to identify who these customers are via the Registered Product Number
(Individual Object) and then to create an automatic service order for follow-up with thesecustomers.
1-1 Create a new product service letter.
Log into the Enterprise Portal with the user provided by your trainer.
Top level navigation: Service and Support→ Product Service Letter .
1-1-1 Create a new PSL with the transaction type: SAP Product Serv. Letter
Select the Create button.Choose the transaction type: SAP Product Service Letter .
1-1-2 Enter the following data:
Field Name or Data Type Description
Bill-To Party US Service (400410)
Description ##LCD Display
Priority Medium
1-2 Identify the product and ID type that are the subject of the product service letter. Choose
Choose the Document Flow tab to view the service orders created for the line items.
To notify the customers of the recall, you could create a letter via a form that istriggered by an action in the service order when it is initially created.
repair ticket the technician has received for the same LCD problem over the
past few weeks, he decides to discuss the issue with some of the other Service Technicians whohave worked on the problem. After a number of discussions with his colleagues as well as with the
Manufacturer, the technician concludes that this is a manufacturing defect and that all remaining
stock needs to be cleared off the shelves as well as all customers who have purchased the Notebook Professional 17 in the past 6 months need to be notified of the problem. He uses the
Product Service Letter to identify who these customers are via the Registered Product Number
(Individual Object) and then to create an automatic service order for follow-up with thesecustomers.
1-2 Create a new product service letter.
In the CRM system, use the menu path: SAP Menu→ Service→ Maintain Product
Service Letters
1-1-2 Create a new PSL with the transaction type: SAP Product Serv. Letter
From the menu choose Business Transaction→
Create Choose the transaction type:SAP Product Service Letter .
1-1-2 Enter the following data:
Field Name or Data Type Description
Bill-To Party US Service (400410)
Description ##LCD Display
Priority Medium
1-2 Identify the product and ID type that are the subject of the product service letter.
Choose the Document Flow icon to view the service orders created for the line
items. To notify the customers of the recall, you could create a letter via a form thatis triggered by an action in the service order when it is initially created.
With or without reference to a product sold or a service performed
Standard actions delivered: credit memo, debit memo, substitutedelivery, return request
Data that can be maintained:
Reference document
Business partner
Reference object
Product sold or service performed
Quantity
Complaint reason and description
You can create complaints and returns directly from the items in a sales or service transaction. Thissimplifies the creation of complaints because all data (for example, partners, products, quantities and
prices) is transferred from the line item.
Complaints and returns processing is integrated with Action Management. You can define business
specific actions (for example, credit or debit memos) that should be triggered by a complaint.
Complaints enable follow-on processes, such as stock posting to be triggered automatically.
Catalogs can be defined with damage codes, which speed the entry of complaints and enables statistical
evaluation. Integration with SAP Business Information Warehouse enables you to create statistics for
evaluation purposes (such as how many complaints reference a particular product).
Users can follow the processing of complaints or returns using status, which gives them information at
An SAP R/3 return request is created forgoods receipt processing.
Create spare part delivery
An SAP R/3 delivery document is created
and managed in the delivery list.
Create credit/debit memo request
The credit/debit memo request is transferred to the CRM Billing
credit/debit request is created. It appears in the billing list.
Create task
A CRM task is created and appears in the task list of the
responsible employee.
Credit Memos and Debit Memos are created within CRM Billing. Both mass controlling and individual controlling scenarios are available for the service process (starting
with SAP R/3 Release 4.6B). Only mass controlling is supported for the sales process.
When credit memos are generated, the relevant controlling objects are created.
During mass controlling, the corresponding profitability segment is determined using the
characteristics of the sales or service process.
During individual controlling, the corresponding internal order is determined using the characteristics
of the service process.
Returns Requests automatically create a return sales order within R/3. The number of the R/3 sales order
and the number of the CRM return is the same. The goods receipt can be posted subsequently to this
return order. In addition, when a returns request is created, accounts receivables are posted in the SAP
R/3 FI component and the controlling object is also posted.
Spare parts delivery automatically creates a sales order in the SAP R/3 SCM component to which adelivery and goods issue can be posted. The sales order contains the same number and item category as
the complaint document in CRM.
R/3 has two new document types, CRMC and CRMR, which correspond to transaction types in CRM.
The process begins when returned goods are received or a customer asks to return goods. The employee creates a return in the CRM system. This can be done with or without reference to an
existing document. A returns item can be made by copying from the preceding document.
Customer data is entered at the header and additional business partners are determined using partner
determination.
A returns order is generated in the R/3 system when a returns item is created in the CRM system. The
number of the R/3 sales order and the number of the CRM return is the same. A goods receipt can be
posted in SAP R/3 to this R/3 order.
As with the complaint, an employee enters a reason from predefined codes.
Activities can be triggered such as a credit memo, a spare parts delivery, or a customer-specific action.
A credit memo transfers billing relevant items to CRM Billing.
A spare part delivery sales order is created in the SAP R/3 SCM component if spare part delivery is
chosen. Employees can also create tasks which may be assigned to another employee to complete.
The contact center agent processes several business transactions relating to a common issue. An alertinforms the agent to create a case to manage all the information together. The case is assigned to a case
processor.
The case processor reviews the case history and assigns a team of people to work on the case by creating
activities to be fulfilled by the team. Additionally, a case note is added instructing the team to link all
electronic forms to the case. A security level of confidentiality is assigned to the case.
While reviewing the case log, the case processor identifies another case related to the current case and
links this case to the current case as a sub-case.
The case processor creates a service confirmation to enter time and expenses associated with the case.
The case processor closes the case after having ensured that all activities, linked business transactions,
and sub-cases have been processed and closed.
Billing of time and expenses for the case.
Using predefined queries and reports, the service manager performs case analyses to maintain visibilityof case processes within his or her reach of responsibility.
Linking of products – supports the linking of an existing Installed Base component, individual object,and product to the case
Maintaining an ongoing notes log to capture case-relevant information; case notes are user, date, and
time stamped and can be further specified through case note types
Tracking of changes as part of the case history through visibility of an audit trail of changes applied to
the case. The changes are user, date, and time stamped
Authorizations restricting viewing and editing capabilities based on case types and case note types. In
addition, it is possible to restrict user access to specific information within an authorized case type.
Case-specific analytical information to support the visibility of case characteristics for ease of search,
selection, and processing
Alerts to support event-triggered alert mechanisms, such as overdue case tasks
Scripting – intelligent guidance tool that provides case instructions for the less experienced user
Case classification – enables the grouping of cases for search, reporting and analysis reasons by definingadditional attributes that are saved with the case
Copying of cases – creation of a new case by copying an existing case with the ability to predefine which
The item category for the subitems is determined by the transaction type, the item category group (fromthe product master), the usage (from the action definition), and the main item category.
Actions use the Post Processing Framework (PPF), a Basis component, which can be automated with theinitiation of outputs, follow-on documents or workflows.
Using the Actions tab page within a business document, you can display a list of actions that can be
A billing type specifies the characteristics and properties of a billing document (an invoice, credit memoor debit memo, for example). The billing type attributes determine how the system behaves during the
billing process.
The item category determines the properties and characteristics of billing due list items and billing items
(normal service items, and credit/debit memo items, for example). The item category attributes
determine how the system behaves during Input Processing and Billing.
The Item Category Determination service is used to define the item category for CRM Billing from
data on CRM business transactions. There are two possible ways of doing this:
You can assign the item category for CRM Billing to a specific combination of transaction type and an
item category of the relevant CRM business transaction.
If the standard setting above is not sufficient for your business scenario, you can use Advanced Item
Category determination to determine the item category for CRM Billing more flexibly.
The contact center agent processes several business transactions relating the component 3961. Analert informs the agent to create a case to manage all the information together. The case is assigned
to a case processor. The case processor reviews the case history and assigns a team of people towork on the case by creating activities to be fulfilled by the team. Additionally, a case note is
added instructing the team to link all electronic forms to the case.
1-1 Log on to the Enterprise Portal with the user name provided by your trainer.
2-1 Create a case of the type Incident Tracking to track all the incidents that are occurring.
Navigate to Service & Support → Case Management.
Choose Create.
When the pop-up appears, choose Incident Tracking .
Enter the following information for your case:
Field Name or Data Entry Description
Header ## Megastore_Case
Priority Very high
Processor 400440 (Lou Windham)
Enter to confirm the data
2-1-1 Save the Case.
3-1 Now you want to enter the case details.
3-1-1 Create a case note to record information about the case
Case Notes tab.
Use the following settings in the drop down boxes:
Enables items within the service order, in-House repair order and
service confirmation to be structured in the form of a hierarchy Used to show, for example, that certain spare parts belong to a
service or that a service consists of several individual services items
When you create a service order, you link the individual items to form a hierarchy by entering thenumber of the superior item in the field Higher-Level Item. As soon as you have maintained an higher-
level item, an additional tab Item Hierarchy is displayed, where the item hierarchy is represented
graphically.
When values from sub-items are cumulated, this value is assigned to the higher-level item
Group conditions can be defined for pricing. They define whether the system should calculate data for
pricing from more than one document item.
Pricing conditions can either be duplicated in all assigned sub-items or applied to the cumulated value of
Availability Information The user can see ATP information for all selected spare part items against SAP R/3.
The delivers the available quantity and earliest availability date. This information is based on the SAP
R/3 settings.
After saving the In-house repair order, the ATP information is deleted.
The relevant ATP plant for In-house repair orders is defined in Customizing.
Reservation
After saving the In-house repair order, the system creates an SAP R/3 reservation in the In-house
repair service plant for all spare part items.
These demands can now trigger the purchasing processing.
A spare part confirmation updates the existing reservation and stock in SAP R/3.
Loan Device Handling
For each repair item, you have the option of sending a loan device to your customer, thereby bridginglong repair times. The repair order manages the loan devices.
Delivery-relevant Sub-items
All delivery-relevant sub-items are replicated into SAP R/3 sales order items.
A delivery is created for each item and the goods receipt for inbound deliveries and a good issue for
The item category for the subitems is determined by the transaction type, the item category group (fromthe product master), the usage (from the action definition), and the main item category.
The customer informs you that he has a notebook with bad display (horizontal lines in the
display) that he would like you to repair.
You record the details of the customer's repair request (reference object; kind of damage)as the main item in a repair order.
You create a return item which shows that an inbound delivery is expected for the
notebook. The unique RMA number (Return Material Authorization) is made up of the
unique number of the In-House repair order and the item number of the returns item. Thecustomer uses the RMA number to send the defective product in for repair.
1-2-1 Create In-House Repair document of type SAP Repairs.
Enter the following data:
Field Name or Data Type DescriptionSold-To Party ##MEGASTORE
Description In-House Repair ##
Priority Very High
Enter the product HT-1011 with quantity 1
If the system proposes the assignment of a service contract, choose No assignment .
Enter Component 3305 as a reference object.
Do not assign a contract.
The system informs you if the object is under warranty. Look in the message list.
Enter the reason for the complaint:
Field Name or Data Type Description
Reason for Complaint Malfunction in LCD display
1-2-2
Creation of Send in Repair Creates a sub item of category Return for repair for the main repair item. The
return item shows that an inbound delivery is expected for the upper-level item.
Release all service items.
Choose Save. Make a note of the transaction number.
In our example, the technicians decide to perform the repair using a service and a spare
part.
1-4-1 Create Diagnosis Item
Open your repair order to add the diagnosis item.
Choose Change if you are in a display mode. Create a sub item of category Diagnosis for the main repair item. The diagnosis item shows that a diagnosis is
necessary.
1-4-2 Create Repair Steps for the diagnosis item
Create sub items for the diagnosis item using action functionality.
Mark the repair item line enter the following data:
Field Name or Data Type Description
Product SRV2_9
The system proposes the item being repaired as the material. Since we will be
using a spare part in our repair, replace the material HT-1011 with the followinginformation:
Field Name or Data Type Description
Product HT-1069
Quantity 1
To confirm your entries, select Enter.
Release the line items.
Release the transaction on the header level.
Choose Save.
1-5 Repair completion confirmation
After completion of the repair, the service technician reports working time and materialused.
1-5-1 Create the confirmation as a follow up transaction from your repair order.
Copy all the line items into the confirmation.
Change the service technician assignment. Enter the following data:
1-1 The following process flow will give you an overview over all possible process steps
which can be performed.
Process Flow
• Order: Repair request and send in repair
• Logistic: Return for repair
• Order: Technical analysis and subsequent actions (repair and temporaryreplacement)
• Logistic: Loan device delivery
• Repair completion confirmation
• Order: Return delivery for the repair
• Logistic: Return delivery for the repair
1-2 Order: Repair request and send in repairs
The customer informs you that he has a notebook with bad display (horizontal lines inthe display) that he would like you to repair.
You record the details of the customer's repair request (reference object; kind of
damage) as the main item in a repair order.
You create a return item which shows that an inbound delivery is expected for thenotebook. The unique RMA number (Return Material Authorization) is made up of the
unique number of the In-house repair order and the item number of the returns item.
The customer uses the RMA number to send the defective product in for repair.
1-2-1 Create In-House Repair document of type SAP Repairs.Log on to the Enterprise Portal
Navigate to Service & Support → In-House Repair Orders
1-4 Order: Technical analysis and subsequent actions (repair and temporary replacement)
After the notebook sent in for repair is received, a service representative performs atechnical analysis and enters the inspection results. He decide what actions need to be
taken to fulfil the customer's repair request.
The actions, which need to be taken as a result of the technical check, are recorded as sub-items of the diagnosis item. Possible actions include:
• Perform repairs
• Scrap the goods
• Send temporary replacement
In our example, the technician decides to perform the repair using a service and a spare
part.
1-4-1 Create a Diagnosis Item
Navigate to Service & Support → In-House-Repair Orders
Enter the transaction number of the repair order and choose Go.
Choose Change if you are in a display mode.
Choose Scheduled Actions for the main line item .
Choose Add.
Choose Diagnosis The system creates a diagnosis line item.
1-4-2 Create Repair Steps.
Mark the Diagnosis line item and choose Scheduled Actions on the line item level.
Choose Add .
Choose Repairs + Spare Parts.
The system creates two new line items ( Repairs and SAP Service Material Item).
Enter the following data for the repair line item.
1-7-1 Navigate to R/3 Integration→ Create Outbound Delivery.
Enter the following data:
Field Name or Data Type Description
Shipping point 3800
Selection data Today’s date
Order Your transaction
number
Choose Enter .
Choose Subsequent Functions → Create Transfer Order .
In the dialog box, choose Yes.
Enter the following data:
Field Name or Data Type Description
Warehouse Number 038
Delivery default proposal
Foreground/Backgrnd System Guided
Adopt pick quantity 2
Choose Enter .
Save.
1-7-2 Stock Overview
Navigate to R/3 Integration → Stock Overview R/3.
Enter the following data:
Field Name or Data Type Description
Material HT-1011
Plant 3800
Choose Execute (F8)
The sales order stock for the In-House-repair has been reduced accordingly.Depending on the initial stock situation in the demo system, it might be that no
1-1 The following process flow will give you an overview over process steps which can be performed.
Process Flow
• Order: Repair request and send in repair
• Logistic: Return for repair
• Order: Technical analysis and subsequent actions (repair and temporary replacement)
• Logistic: Loan device delivery
• Repair completion confirmation
• Order: Return delivery for the repair
• Logistic: Return delivery for the repair
1-2 Order: Repair request and send in repairs
The customer informs you that he has a notebook with bad display (horizontal lines in the display) that
he would like you to repair.
You record the details of the customer's repair request (reference object; kind of damage) as the main
item in a repair order.
You create a return item which shows that an inbound delivery is expected for the notebook. The unique
RMA number (Return Material Authorization) is made up of the unique number of the In-house repairorder and the item number of the returns item. The customer uses the RMA number to send the defective
product in for repair.
1-2-1 Create In-House Repair document of type SAP Repairs.
Log on to the CRM system.
SAP Menu → Service → Maintain Complaints and In-House Repairs
A single Knowledge Entity iscreated with both pieces of
information
The Software Agent Framework (SAF) provides an open architecture that can integrate tools to easilyand flexibly assemble information from multiple SAP CRM data sources, SAP non-CRM data sources
(such as Business Information Warehouse and SAP R/3), and external data sources. Examples of such
tools are compilation, classification, and search services.
Software Agent Framework Features:
Define Knowledge Bases.
Compile the content of knowledge bases into search indexes (requires Text Retrieval and Information
Extraction - TREX).
Automatically synchronize knowledge bases and search indexes (requires TREX).
Cluster the contents of search indexes for knowledge bases (requires TREX).
Search a knowledge base.
Refine the search (requires TREX).
Build your own information security for knowledge bases. See SAP Note 656321 for more information.
The Solution Database (SDB) is a repository of information that is stored in the form of problems andsolutions, and is indexed for immediate retrieval.
The SDB offers a basic interface for knowledge administrators (but also agents, field engineers, and
other users) to search for problems and solutions.
The search engine used in the SDB is TREX. For TREX to find problems and solutions in a search, your
knowledge administrators must compile the SDB using the Indexes application.
The SDB is used as a knowledge base in the following applications:
Knowledge search of Interaction Center (IC) WebClient and IC WinClient.
Business Object Link (Optional)Business Object Link (Optional)
Default by Problem
Type, but can be
changed
Default by Problem
Type, but can be
changed
A problem is a change in a product or system that indicates a malfunction of some type. A problem can be described by freeform text and catalog code attributes. Problems and their solutions are stored and
linked in the Solution Database. The Solution Database can be searched by entering freeform text or
attributes to find one or more appropriate problems, from which one or more solutions can be accessed.
Problems are typically created by Knowledge Engineers.
User settings allow personalization of the solution database screen:
You can use default Problem or Solution Type during Create mode.
You can automatically create a new Solution or Problem for linking.
You can personalize the tree and toolbar view: all or limited buttons on toolbar, technical key on tree
(for example, problem number code), Help tips on tree, details on tree.
System Status and User StatusSystem Status and User Status
A solution is an action or process that will eliminate a symptom and the problem indicated by thesymptom. A solution can be described by freeform text, required actions, or attachments that illustrate
and support the required actions. Solutions and their problems are stored and linked in the Solution
Database.
Solutions are typically created by knowledge engineers.
A relationship links problems and solutions. Problems and solutions are linked to make it easier for users of the Solution Database to quickly find the
solutions relevant to a specific problems, and vice versa. For example, when an agent searches for a
problems in the Solution Database, the system also displays the solutions linked to the problems.
To link a solution to a problems, a knowledge engineer can create a new solution and link it to the
problems, or search for an existing solution and link it to the problems. The same applies to links from
solutions to problems.
When you create a problems using the wizard, you can simultaneously create a solution that is
automatically linked to the problems. Likewise, when you create a solution using the wizard, you can
simultaneously create a problems that is automatically linked to the solution.
Problems and Solutions must be compiled prior to search
The following compilation options are available:
Full Compilation Delta Compilation
Cluster
Delta or Full Compilations can be scheduled as background jobs at regular
intervals
Full Compilation: Compiles all documents. This option is recommended initially and if the index iscorrupted.
Delta Compilation: Compiles all new and changed documents since the last compilation, and removes
deleted documents from the index. If a database needs periodic or heavy modification, it may be more
convenient to use this option because, for example, you could compile all the documents in a single run
at the end of the day.
Cluster: Groups documents and features into different classes called clusters. The document/cluster
relationship and feature/cluster relationship are used to refine the results of searches, for example,
searches carried out using the knowledge search of the Interaction Center WebClient.
Clustering is carried out separately from compilation because reindexing is rarely necessary after the
initial full compilation, but reclustering is often desired when the percentage difference between the
number of documents at the last clustering and the number of new, changed, and deleted documents
exceeds a certain threshold. This threshold is defined in Customizing. For search refinement to work,clustering must always be carried out after each full compilation. Clustering is not necessary after a delta
compilation, but is recommended if the percentage difference is large. Clustering cannot be scheduled as
a background job.
Delete Index: Full compilation is necessary afterwards.
Background jobs can be scheduled, for example, to trigger daily updates.
A compilation log stores compilation information, for example, timestamp of last comp.
In the Interaction Center, agents use the knowledge search to: Find solutions to problems or other issues that are reported by customers through channels such as
telephone, e-mail, and chat
(IC WebClient only) Find cases
Standalone knowledge search
The standalone knowledge search is used to find solutions to problems. As its name suggests, it gives
you the flexibility of a knowledge search outside the Interaction Center. From the SAP Menu, you can
access the standalone knowledge search by choosing Service→ Enterprise Intelligence→ Knowledge
The CRM Portal Administrator creates the infrastructureof the portal. These tasks are technical in nature.
Tasks of the CRM Portal Administrator
Create and maintain knowledge base structure Initiate and coordinate goals of the knowledge experts
Initiate and manage document authorizations via security profiles
Analyze feedback from knowledge experts and users
Create and maintain solution equivalents
This is one of many standard roles that are available with People-Centric CRM. Besides specific Knowledge Management functions, this role should help the administrator to master
several other tasks, for example:
Manage the server for calculation services for Workforce Management (WFM)
Perform a consistency check for hyperlinks and their navigation targets (consistency check)
For additional information, please refer to the latest Business Package information.
In Customizing, there are several Wizards available that help you configure the Software AgentFramework: Customer Relationship Management→ Enterprise Intelligence→ Software Agent
Framework
Installation information is available on the service marketplace http://service.sap.com/crm-inst.
Registration information is validated against CRM (for example, country, region, postal code) Optional to customize the immediate creation of the accounts or have a workflow triggered to the
security administrator (there is a workflow in registration process that you can configure so that someone
has to get authorization from company to activate the account)
Security administrator will assign information security profile (covered later)-segments data so they can
get access for specific data in the solution db.
A Web user can be either a service user or a named user. Each type comes with a different authorization
profile. In the standard scenario, Web users would browse anonymously through the Web site as service
users. When they login, they switch to a named user based on their own authorization profile and
business partner data.
When they are connected to business partners, users do not need to actually log in to access functions
that would normally require that they be logged in. This feature does not depend on the user type (named
user or service user). For security purposes, users of type named user cannot switch to other users.
After the customer has logged in they can maintain their personal data, such as changing their address.
In Customizing, you find settings for the Registration Process:
SAP Implementation Guide→ Customer Relationship Management→ E-Service→ Internet Customer
Your customers register products and services to activate their warranty. Once a product is registered, itis added to the My Registered Products page, where customers can find all their registered products. For
each product, they can view warranty information, create service requests, and create complaints. In this
process customers register a product over the Web by logging in and choosing their purchased product
from the integrated product catalog.
Before products can be registered, they need an entry in the Permitted Object Categories (Product
Master→ SAP Basic Data).
Product registration leads to the creation of an individual object in the CRM system.
Display of individual objects in CRM-System (transaction COMMPR01) is possible with user parameter
COMMPR01_IND_OBJ = X. Customer and product information is available within Relationships.
In Customizing, you find settings for Product Registration under:
SAP Implementation Guide→ Customer Relationship Management→ E-Service→ Internet CustomerSelf Service→ Product Registration
Web users can link Service Requests to products, registered products, and installed bases. They cancreate requests from within the Product Registration and Installed Base Management processes. Web
users can validate their warranty and service contract entitlements during request creation.
When Web users create a Service Request, they specify which product, installed base, or registered
product is concerned by the request. They also select the service that they need. Upon service selection,
the system will search for:
Contracts that cover the requested service. If the service is covered by more than one contracts, users
will select the most suitable one.
Available appointments for this service. Users will select a time that is convenient for them.
Web users can also:
Attach documents.
Display their service requests and monitor their status. If a service request is covered by a service
contract, that contract can be viewed in the detail view of the service request. If a service request waslinked to a solution, that solution can also be viewed in the detail view of the service request.
Update their Service Request details by adding information and/or changing their status. They can also
add new attachments. However, if they want to change the appointment scheduled for a service, they
must call their customer service representative.
Chronologically display texts that they entered as well as replies entered by the agent.
Web users can create complaints about goods or services that they deem unsatisfactory. Each complaintis made up of items that Web users add to the complaint. For each complaint item, users explain why
their expectations were not met and state the actions that they request from you.
Web users can:
Request a credit, a return or a replacement
Check whether a contract/warranty exists
Specify a reference object (Installed Base Component or Registered Product)
Attach documents
In Customizing, you can specify which transaction types you would like to use in the internet customer
self-service scenario.
SAP Implementation Guide→ Customer Relationship Management→ E-Service→ Internet Customer
Self Service→ Set Up Internet Transactions→ Define Transaction Types for the Internet (WithoutWeb Requests)
At the conclusion of this exercise, you will be able to:
• Self-register as a private consumer at the E-Service scenario
• Register a purchased product
• Create a service request with reference to your registered product
A customer recently bought several high tech products. One of the
purchased products (a laser printer) seems to be malfunctioning. Since theselling company offers self-service functionality over the Internet, thecustomer logs on to a special Web page. At first, the customer searches
for text information on a personal computer. Then the customer registers
the purchased laser printer (warranty!) and creates a service request.
1-1 Frequently Asked Questions
1-1-1 Call the URL that starts the E-Service (B2C) scenario (this information provided by
the trainer).
1-1-2 Go to the FAQ’s area and search for an FAQ referring to a Maxitec Personal
Computer.
1-1-3 Search through until you find a solution to any problem and e-mail this solution.
1-2 Self-registration as a private consumer.
1-2-1 Call the URL that starts the E-Service (B2C) scenario.
1-2-2 Select Log In. A new window pops-up. Since you don’t have a User ID yet, you
Choose Submit . After the registration process finishes, close the window.
1-3 Product registration
1-3-1 Log on to the E-Service with User ID and password created in the previous
exercise.
1-3-2 Choose the link that leads you to the area where you can register products.
In the catalog area on the left hand side, navigate to the Laser Printer area and
select the product Laser Allround .
Fill out product information.
Color type: Both
Resolution: 2400
Serial Number: 12345-##
Printer Speed (ppm): 40
Purchase Date: today
Choose the Register button, review the data, and the select the Submit
Registration.
Note the registration number._________________________
1-4 Optional: Create a Service Request for your newly registered product.
1-4-1 Look at the list of registered products. You should see one line item. Select theService Request link at the end of this line. A form Service Request High Tech displays.
Delivers Insight Throughout the Customer Lifecycle
Customer Analytics
Product Analytics
Marketing Analytics
Sales Analytics
Service Analytics
Interaction Channel Analytics
Customer Centric E-Business with mySAP CRM
A key to success of CRM is the ability to answer a variety of questions, for instance about customers, market dynamics, sales or service
performance
gain further insight from these answers and
act upon these insights while interacting with customers, executing marketing campaigns or planning
sales activities
mySAP CRM Analytics provides these capabilities and offers predefined analyses for all of the areas
listed here (refer to graphic)
Particularly strong results can be achieved if the various analyses are combined to create even more
relevant insights and act upon these
For instance, using mySAP CRM analytics a company may want to create a target group of customers
that have low satisfaction (satisfaction and loyalty analysis) and/or are likely to leave (churn
management). The initiative can be further enhanced by identifying those customers in the targetgroup that have high profitability potential (customer life time value analysis) . Based on their recent
behavior (behavior modeling) and propensity to respond to certain offers (cross selling analysis), a
targeted marketing campaign can be initiated, executed and optimized (RFM campaign optimization),
Implementation ofOperations Support DeskSupport Desk
Services for OperationsServices for Operations
Solution MonitoringSolution Monitoring
Providing tools, content,
procedures and services
to implement and operate
your mySAP Business Suite solution
SAP Solution Manager:
a Customer Platform for Implementation and
Operation of mySAP Business Suite
Implementation Operations
SAP Solution Manager supports you throughout the implementation and operation of SAP solutions. It is
a platform that supports the business solution life cycle, from the Business Blueprint throughconfiguration to production operation. SAP Solution Manager offers central access to preconfigured
content, tools, and methodology that you can use during the evaluation and implementation of your
systems.
For implementation, these include:
Contents for evaluating and implementing business solutions predefined by SAP.
The ASAP methodology for the implementation of business solutions.
Tried and tested implementation and test tools, for example, the Implementation Guide (IMG) or the
Test Workbench.
An authoring function that you can use to create your own project templates for your implementation
project. This makes SAP Solution Manager an ideal tool for SAP partners and companies involved in
global rollouts.
SAP Solution Manager Operations allows you to configure, administer, and monitor systems and business processes for a solution. You can work with overall solutions as well as individual systems,
business processes, and software components. You can also set up and run your own solution support.
SAP SolutionAP Solution Manager inanager in Implementationmplementation
Configuration
Project
definition
Define Business
Blueprint
Customizing
synchronization
Authorization
Data
transfer
End user
Training and
documentation
Testing
Project
phase
Roadmaps
Project AdministrationCross
functions
Project
activities
Issue Tracking / Status Monitoring / Reporting
Developments
Define
system landscape
Focus of tool support
Project
Preparation
Business
BlueprintRealization Go Live
& Support
Final
preparation
SAP Solution Manager supports you in all phases of the evaluation and implementation. You can
perform the following activities in an evaluation and implementation project with SAP Solution
Manager:
Project Preparation: The Roadmaps contain information and procedures for all phases of your
implementation project. Your work with SAP Solution Manager really begins after the evaluation
phase. The first step is to define your project in SAP Solution Manager.You enter administrative data
in the Project Administration transaction, for example details of project dates and resources. You set
the project scope and you define the system landscape you require for the implementation of your
solution during the project preparation phase.
Business Blueprint: You define a Business Blueprint by documenting the organizational units,
master data, business scenarios and business processes you require for the implementation of your
solution. During the Business Blueprint definition, you read the documentation supplied by SAP and
partners, create your own project documentation and assign individual process steps to transactions. Realization: You configure your business scenarios in the development system. You check the test
cases delivered with your solution and assign further test cases to individual processes and process
steps. You perform a consistency check for the Customizing of your business processes. In other
words, you check whether the Customizing is the same in the various application components. You
synchronize Customizing with Customizing Distribution. You can organize tests. You can reuse the
test cases selected during configuration. It is possible to carry out project analysis at any point during
your project to obtain information on project status and on progress made in testing or configuration.
Assures that spare parts and external resources areavailable at the right place and time
Allows the integration of third party service providers
and suppliers
Covers the complete logistics chain
Enhanced – Amount allocation
Possible to now allocate costs (non-billable items) to internal
recipients (e.g. cost centers).
Several external (e.g. different customers) and internal (e.g. cost
centers) recipients are possible per item Advanced distribution of revenues and costs to the relevant
receivers before billing
Improved cost controlling by means of clear cost
assignments
Overview (1)
Available with
Industry Extensionsfor SAP CRM 4.0
Available with
Industry Extensionsfor SAP CRM 4.0
Logistics Integration Logistics integration within CRM service has been extended to include reservations, purchase
requisitions and purchase order creation from demand generated within CRM service documents. If
external resources are required for service work, a purchase requisition or purchase order can be
generated within SAP ERP procurement where the determination of the supplier will take place
automatically. A supplier can also be assigned directly from an external catalogue during the creation
of the service order.
Amount Allocation
Prior to the Service Industry Extensions for CRM 4.0 , the process “Amount Allocation” only took
revenues into consideration. This means that it was only possible to split revenues between different
external recipient and it was not possible to split costs in the same way. This enhanced version of this
process will now allow you to split the costs. In addition, you will also be able to split revenues between internal recipients such as Internal Order. For example, that 70% of the costs can be
transferred to the recipient of the warranty costs and the rest to the production facility. This is a major
If spare parts for processing a service order are required, it has to be sure that these spare parts are
available on the required date.
Depending on whether the spare part is already in stock or whether it first needs to be procured or even
manufactured, different logistic processes have to be carried out. The following options for procuring
spare parts will now be provided:
· Reservation
· Purchase requisition
· Purchase order
During the creation of the service order the user has the possibility to choose one of three options or the
system makes the choice based on different parameters (e.g. Item category, process type, service
organization). In Customizing, you define all the relationships and checks that the system uses to
determine and execute the required logistics scenario The determination of the source of supplier takes
place automatically in SAP ERP procurement, but it is also supports the assignment of the source ofsupplier directly from an external catalogue during the creation of the service order. This data will then
be transferred into SAP ERP.
After the creation of the service order it is possible to track the processing status of each individual item
within the document flow.
The procurement of external resources (e.g. technicians) works in a similar way, but please see next slide
for details and descriptions.
For details about the External Procurement, see the scenario or process description available under Gen.
The diagram above represents the document flow and data flow for service order processing with amount
allocation.
The solid arrows in the diagram represent the document flow and the dashed arrows in the diagram
represent the data flow.
When the service order is created, if the controlling integration is turned on in CRM, an internal order is
created in ERP.
Within the service order, you have the opportunity to allocate billable (revenue) and non-billable (costs)
amounts to different receipients, but the data is not transferred to the internal order at this point.
When a follow-up service confirmation is created for the service order, the amount allocation
information within the service order is transferred to the service confirmation where you can update
amount allocation information. However, the amount allocation data is still not transferred to the internal
order at this point.
When a follow-up billing request is created for the service confirmation, the amount allocationinformation within the service confirmation is transferred to the Billing Request and within the Billing
Request, you have your last opportunity to update the amount allocation data before the amount
allocation data is sent to the ERP internal order.
Once the Billing Request document is saved, the billing request document is sent on to the billing due
list in CRM and the amount allocation data is transferred to the internal order in ERP and the associated
Periods for contract invoices (scheduled in the contract-related billing
plan) differ from the fiscal periods
Time-related revenue recognition
Revenues are distributed in equal proportions in specific time periods
Target value/target quantity contracts
With service contracts it is often the case that services to be delivered
are predefined by:
Target quantity
Target value The point in time or the volume of the service consumption are different
Service-related revenue recognition
The revenues are realized on the basis of a specific event, e.g. a
maintenance on-site
Revenue recognition for service contracts
Available with
Industry Extensionsfor SAP CRM 4.0
Many companies require period-based accrual calculation of revenues. This means that revenue must be
realized in the posting period in which the service was rendered rather than in the posting period in
which the billing document was created. You can use the revenue recognition function to fullfill this
requirement by separating revenue recognition from the billing process.
The automatic transfer of data from business processes in SAP Customer Relationship Management
(SAP CRM) Service into an SAP R/3 Enterprise internal order makes it possible for you to use the
revenue recognition in SAP R/3 Enterprise.
Revenue recognition controls in how much revenue is to be reported in which posting period.
Revenue recognition allows you to post revenue to SAP Financial Accounting (SAP FI) independent of
billing documents, which are normally posted to revenue accounts. In this way, revenues can be posted
before, during, or after the actual billing.
Revenues can be realized on a periodic basis or on the basis of individual events:
Standard revenue realization means that billing documents are posted directly to a revenue account.This type of posting occurs without a revenue recognition process.
Time-based (periodic) revenue recognition means that the revenue of a sale is distributed and posted
evenly over the entire contract term. For this process, the billing document is posted to an accruals
account first and the revenues are transferred to the revenue accounts in a second step.
Service-related revenue recognition (value/quantity contract with target quantity) means that the
revenue is realized according to an event such as a service confirmation or a service order . Once again,
the billing document is posted to an accruals account first and the revenues are transferred to the
Example of service-related revenue recognition: You agree a service contract with a customer and the whole amount is invoiced at the beginning of the contract’s
validity. You can however only carry out recognitions if the agreed services are actually carried out. If the whole
contract amounts to 15000 and the value of each individual service 3000, each time you carry out a service, the
value is 3000. If you carry out the service once, the remaining 12000 counts as credit on a deferred revenue
account, until you have carried out the remaining services.
Service contracts are often created as value/quantity contracts. So they contain:
Target quantity
Target value
However, the volume of the service consumption is different. So the costs and revenues must not be in the same
fiscal period. To avoid this and get a balanced periodical result you can use the Revenue Recognition.
Based on the following data of the service contract, it will be possible to transfer the data for the revenue
recognition into SAP ERP:
Target value from the service contract items
Contract Start and Contract End dates
Release values from Service Orders
The following values are calculated in SAP ERP:
Accrual quantity per posting period in percent (degree of revenue recognition) = Release value per posting
period / target value * 100
Realized revenue per period = Accrual quantity per posting period in percent * Planned Revenue