Crm210

SAP AG 2001

CR210 Mobile Service

CR210CR210

Mobile ServiceMobile Service

n R/3 System

n Release: 2.0C BBPCRM / Customer Relationship Management

n Status: July 2001

n Materialnumber: 5004 8730

SAP AG 2001

Copyright 2001 SAP AG. All rights reserved.

No part of this publication may be reproduced or transmitted inany form or for any purpose without the express permission ofSAP AG. The information contained herein may be changedwithout prior notice.

All rights reserved.

Copyright

Trademarks:

n Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.

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n SAP, SAP Logo, R/2, RIVA, R/3, ABAP, SAP ArchiveLink, SAP Business Workflow, WebFlow, SAP EarlyWatch, BAPI, SAPPHIRE, Management Cockpit, mySAP.com Logo and mySAP.com are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other products mentioned are trademarks or registered trademarks of their respective companies.

SAP AG 2001

SAP Customer Relationship Management (CRM)

Level 2 Level 3

CR600 2 daysMarketing Planning &CampaignManagement

3 days

Mobile Service

CR210 CR310 5 daysSAP BusinessApplication Studio

CR500CRM MiddlewareOverview

2 daysCR200 3 days

Mobile Sales

CR400 3 daysContact Center in CRM:Service InteractionCenter

Internet Sales

ECO220 5 days

CR220 3 days

Internet Pricing &Configurator CR540 2 days

CRM Middlewarefor Mobile Scenarios

CR500

CRM MiddlewareOverview

2 days

CR550

Modifying the CRMMiddleware

3 daysTele Sales &Tele Marketing

2 daysCR750

Overview SAP CRM

CR010 2 days

Business in Detail Technical Basics

Overview SAP CRM

MYSAPCRM 2 days

SAP AG 2001

mySAP Customer Relationship Management

Engageè Marketing Managerè Marketing Analystè Campaign Manager è Product Managerè Telemarketing Agent

Transactè Internet Salesè Sales Managerè Chief Financial Officerè Sales Representativeè Business Sales Analystè Telesales Agentè Contract Administrator

FulfillAn optimized demanddriven supply chain toensure profit, performanceand customer satisfactiontarget:è Supplier (Workplace)è Supply Chain Plannerè Billing Clerk

Serviceè Field Service Engineerè Customer Service Representativeè Customer Service Managerè Support Center Agent è Internet Customer Self

Serviceè Knowledge Engineer

n Everybody is involved in customer interaction

SAP AG 2001

Course Prerequisites

l Understanding of Customer Relationship-related processes,structures, and tasks

l Understanding of Mobile Service Force structures, processesand tasks in service management driven industries, i.e.industries that incorporated an after-sales service in theirvalue chain

l MS Windows

l MS Internet Explorer

l LO110 Customer Service recommended

SAP AG 2001

Target Group

l Audience:

n Customer Project Team Membersinvolved with Mobile Serviceimplementation

n SAP Consultants and Partnersworking with Mobile Servicecustomers

l Duration: 3 days

Notes to the user:

n The training materials are not self-study programs. They complement the course instructor’s explanations . You are provided space to make notes.

n There may not be enough time to do all the exercises during the course. The exercises are intended to be additional examples to those presented during the course. Participants can also use the exercises to deepen their knowledge after the course.

© SAP AG CR210 1-1

SAP AG 2001 SAP AG 2001

Contents:

l Course Goals

l Course Objectives

l Course Content

l Course Overview Diagram

l Main Business Scenario

Course Overview

© SAP AG CR210 1-2


Course Goals

This course will:

l Provide you with a detailed, hands-onunderstanding of Mobile Service functionalityand its application in the technical serviceenvironment.

l Prepare you to support and perform MobileService implementation activities.

© SAP AG CR210 1-3


Course Objectives

At the conclusion of this course, you will be able to:

l Manage Business Partner information

l Access and view equipment master data

l Access and view Products and Services master data

l Manage Activities and maintain related activity andcalendar information

l Generate and track service documents

l Confirm service orders

l Generate service notifications/backreporting

l Manage service contracts

l Perform Analyses on service force activities

l Access information via the Infocenter

© SAP AG CR210 1-4

SAP AG 2001

Preface

Exercises, Solutions

Course Content CR210

Unit 1 Course Overview

Unit 2 Getting Started

Unit 3 Business Partners

Unit 4 Equipment

Unit 5 Products & Services

Unit 6 Activity Management

Unit 7 Service Documents

Unit 8 Backreporting

Unit 9 Service Contract

Unit 10 Reporting & Analyses

Unit 11 Infocenter

Unit 12 Course Wrap-Up

© SAP AG CR210 1-5

SAP AG 2001

Getting StartedGetting Started

Products & ServicesProducts & Services

Service DocumentsService Documents

EquipmentEquipment

BackreportingBackreporting

Service ContractService Contract

Reporting & AnalysisReporting & Analysis

InfocenterInfocenter

Business PartnersBusiness Partners

OverviewOverview

Activity ManagementActivity Management Course Wrap-upCourse Wrap-up

Course Overview Diagram CR210

© SAP AG CR210 1-6


Main Business Scenario (1)

l You are a Field Service Technician for IDES Inc.Technical Goods, a Top 10 service provider inthe technical goods market. IDES Inc. TechnicalGoods provides technical services for theirproducts.

l Your company has multiple service forcesorganized as a service organization.

n Technical services include such activities as technical hotline support/assistance, installation and training for sold products, maintenance and repair services.

© SAP AG CR210 1-7


Main Business Scenario (2)

l Your company's service strategy is based on aquick, efficient and reliable customerservice/sales program. The goal is to retainexisting customers, ensure customer loyalty andsatisfaction and generate new sales through theintegration of sales and service informationgathered by the sales and service staff.

© SAP AG CR210 1-8

SAP AG 2001

L.A.SALESSALES

SERVICESERVICE MARKETINGMARKETING

Sales Rep High Tech

Other IDES Sales Forces,Key Account Managers, etc.

Service Representatives

Campaign Management,Tele Sales; etc. ...

Internet Activities

Customer Relationship Management in a Territory

© SAP AG CR210 1-9

SAP AG 2001

PlantIDES Inc.

PlantPlantIDES Inc.IDES Inc.

Work Center 1Work Work CenterCenter 1 1

Personnel Number 001 PPersonnelersonnel

NumberNumber 001 001 Personnel

Number 00xPPersonnel ersonnel

NumberNumber 00x 00x

Service TechniciansService TechniciansService Technicians PC RepairsPC RepairsPC Repairs

Work Center x Work Work CenterCenter x x Work Center nWork Work CenterCenter n n

Personnel Number 00nPPersonnel ersonnel

NumberNumber 00n 00nPersonnel

Number 002 PPersonnelersonnel

NumberNumber 002 002

Organizational Structure of IDES Inc.Technical Goods

n The units performing the technical services are defined as work centers within a plant.

© SAP AG CR210 1-10

SAP AG 2001

Your region isYour region is

L.A.L.A.

Parker

CALIFORNIACALIFORNIA

Los AngelesLos Angeles

Turner

Smith

Technical Service in region L.A.

© SAP AG CR210 2-1


Contents:

l Mobile Service as part of SAP’s CustomerRelationship Management (CRM)

l Mobile Service User Interface and Navigation

Getting Started

© SAP AG CR210 2-2


Getting Started: Unit Objectives

At the conclusion of this unit, you will be able to:

l Describe how Mobile Service integrates into SAP’sCustomer Relationship Management

l Describe on a high level, the components andarchitecture of Mobile Service

l Describe on a high level, the concept of ASAP forMobile Service

l Describe the components of the User Interface

l Navigate through the system

© SAP AG CR210 2-3

SAP AG 2001




EquipmentEquipment






OverviewOverview


Getting Started: Overview Diagram

© SAP AG CR210 2-4

SAP AG 2001

CO

Aè Discovery and understanding of customer behaviorsè Improve and optimize operational processes to drive

customer retention and acquisition

Analytical

Operational

è Empowerment and personalization throughspecific workplaces

è Seamless real-time interaction processesthroughout the e-business platform

Collaborative

è Combine new ways of interacting with customers tocreate additional value within the ecosystem

è Participate within a market-place or community ofcustomers and business partners

mySAP CRM Differentiators

© SAP AG CR210 2-5

SAP AG 2001

EnterpriseEnterprise

One Face to the Customer

Multi Channel Customer Interaction

Face-to-Face

Face-to-Face-to-FaceFace

InternetInternetInternet

ContactCenter

ContactContactCenterCenter

Channels ofCustomerInteraction

Channels ofCustomerInteraction CustomerCustomer

n Face-to-Face interaction with a customer traditionally involves sales persons and/or service representatives directly meeting with the customer.

n Contact Center is defined as a central point where all calls and phone interaction with the customer takes place. In the traditional role, you may have many departments taking calls, solving customer problems, and taking orders. Other uses would be in the Help Desk environment. The result is a central point of knowledge about customer issues.

n Internet interactions consists of using the Internet to buy and sell. There are three distinct methods of using the internet to buy and sell:

� B2C - Business-to-Consumer

� B2B - Business-to-Business

� B2R - Business-to-Reseller

© SAP AG CR210 2-6

SAP AG 2001

Components of Face-to-Face Interactions

WHOWHO HOWHOW

SalesRepresentative

SalesSalesRepresentativeRepresentative

Pervasive DevicePervasive DevicePervasive Device

TelephoneTelephoneTelephone

LaptopLaptopLaptop

ServiceRepresentative

ServiceServiceRepresentativeRepresentative

WHATWHAT

OrdersOrdersOrders

Prepare

Create

History

Prepare

Create

History

ActivitiesActivitiesActivities

Plan

Create

Calendar

Plan

Create

Calendar

OpportunitiesOpportunitiesOpportunities

Create

Track

Pipeline

Create

Track

Pipeline

n Service Representatives and Sales Representatives using a variety of off-line and on-line mobile devices access customer data and create a variety of business transactions in CRM.

© SAP AG CR210 2-7

SAP AG 2001

Mobile Architecture

PhonePhonePhoneE-MailE-MailE-Mail

CRM ServerCRM Server

SAP Basis

Middleware

Application ComponentsBusiness Objects

OLT

P R/

3 Ad

apte

rO

ther

Adap

t . Mob

ileCl

ient

Adap

ter

BW / SEM

BusinessIntelligence

APO

SupplyChain

Managem.

. . .. . .

Mobile ClientMobile ClientMobile Client




DB

Data Replication

WWWWWWWWW

WorkplaceWorkplaceOLTPOLTP

CRMDatabase

n Mobile Service supports users in the mobile service force, as well as head-office users involved in service activities.

n Mobile Service users work offline, typically using mobile devices such as laptops.

n Driver of the Mobile Service solution is the middleware component of the CRM Server processing the data flow between all related components. The middleware performs the following tasks:

� According to the applicable Business Rules (Publications, Subscriptions), middleware distributes for each user only the portion of Mobile Service data needed to support service activities (e.g. only Denver customers to the laptop of the Service techinician responsible for Denver).

� Consolidates all offline data (Consolidated Database) and synchronizes this data with CRM data from other channels (e.g. Contact Center, Internet).

� Offering Adapters, the middleware not only processes the data flow between all CRM users, but also between Mobile Service and other systems. Standard adapters exist to connect CRM to an SAP R/3 OLTP System, to SAP’s Business Information Warehouse (SAP BW) and to SAP‘s Advanced Planner and Optimizer (APO) using BAPI technology. The middleware also ensures openness to all kinds of other data sources, such as non-R/3 ERP systems and external data providers.

© SAP AG CR210 2-8

SAP AG 2001

SAPMobile Service

SAPMobile Service

OLTP R/3OLTP R/3 Mobile ServiceServer

R/3 AdapterR/3 Adapter

Mobile Service - R/3 Connectivity

l Connect to a single OLTP R/3 system using BAPI technology

n supported R/3 releases 3.1i, 4.0b, 4.5b, 4.6c...

l Initial download of data and customizing information fromthe OLTP R/3

l Delta download of OLTP R/3 data

l Upload of Mobile Sales data to the OLTP R/3 system

n On the OLTP (Online Transaction Processing) R/3 system, an Add-on Package is installed that acts as the counterpart of the R/3 adapter on the middleware server. The installation of the add-on requires a specific hot-package level on the OLTP R/3 system. Modifications on the OLTP R/3 system are not likely to be supported and require further evaluation and possibly conflict resolution.

n On the middleware server, the release version of the OLTP R/3 system is kept as a parameter. Using this parameter information, data is mapped to the correct structures during up- and download.

n Initial download: When configuring the Middleware server, all data needed from the OLTP R/3 system is downloaded in bulk and processed into the consolidated database.

n Delta download: Only Delta information is downloaded from the OLTP R/3 during normal operation, e.g. orders created on the OLTP R/3 and relevant to the Mobile Service system are automatically downloaded to the middleware server.

n Upload: Data processed on the Middleware server and relevant to the OLTP R/3 system is uploaded.

n Predefined Filters for up- and download are available for data fields that are not changeable on the OLTP R/3 system.

n Keys in Mobile Service : For all objects stored in Mobile Service tables, own keys will be generated: GUIDs (Globally Unique Identifiers) ensure that no key conflicts can occur. All database operations in Mobile Service use these GUIDS. Foreign identifiers (e.g. R/3 keys) are not used by the Mobile Service application. They are stored as additional attributes for mapping and information purposes.

© SAP AG CR210 2-9

SAP AG 2001

Order and EquipmentHistory

Service Contracts

Material Data

Timeconfirmationon split level

Attachments forservice orders,notifications

Products &Services

Order Operations

Order Confirmation

Printed ServiceReceipts

BusinessPartners

Installed BaseManagement

Customer andContact Information

On-site Service Order creation

Service Notifications

Mobile Service Functionality Overview

© SAP AG CR210 2-10

SAP AG 2001

FieldService

FieldFieldServiceService

MobileServiceMobileMobileServiceService

What is Mobile Service?

l Suite of tools tailored to the needs of theoffline Mobile Service force:

n Provides an integrated view of customers,actual and historical service orders, installedbase, equipment, service contracts, and vanstock information

n Heavy cross-referencing for easy navigation

l Facilitates the service process by:

n Effectively managing service orders in closedloop with R/3 Service Management/CustomerService.

n Providing any necessary information to carryout on-site service orders

n Managing service orders by multiple fieldtechnicians

n Generating service reports

© SAP AG CR210 2-11

SAP AG 2001

Key Features

FieldService

FieldFieldServiceService

MobileServiceMobileMobileServiceService

l Browser-based environment

l Based on modern industry standards

n Utilizes object-oriented approach

n COM/DCOM based

n Integrates VBA for business rule development

n Highly configurable and reusable objects

l Flexible deployment

n Scaleable to thousands of off-line users

l Programming languages

n VBA, ABAP

l Operating Systems and Databases

n Windows NT, Windows 98, Windows 2000

n SQL-Server, Oracle

l Open to third-party systems

© SAP AG CR210 2-12

SAP AG 2001

Administration Console

l System administration

n Replication administration

n Extract administration

n Client administration

n For detailed information, please refer to the Middleware training course!

© SAP AG CR210 2-13

SAP AG 2001

Customizing using the SAP Mobile ApplicationStudio

SAP MobileApplication Studio

SAP MobileApplication Studio

BusinessObject

Modeling

BusinessObject

Modeling

Help FileModelingHelp FileModeling

UserInterfaceModeling

UserInterfaceModeling

BusinessContext

Modeling

BusinessContext

Modeling

BDocModeling

BDocModeling

Multi-languageModeling

Multi-languageModeling

IndustryTemplateModeling

IndustryTemplateModeling

l The SAP Mobile Application Studio provides a tool set thatenables Mobile Sales to be customized to fit the specific salesprocesses of any company.

© SAP AG CR210 2-14

SAP AG 2001

CRM ASAP Methodology

n Due to the unique processes involved with Mobile Service implementations, an own version of SAP’s implementation methodology Accelerated SAP (ASAP) has been designed.

n ASAP for Mobile Service contains the same elements as ASAP for R/3, significantly tailored to meet the requirements of sales force focused businesses: Roadmap and Accelerators

� Step-by-step project plan and how-to’s

� For the business process consultants: questionnaires, check lists, tools for Mobile Service configuration

� For the technical areas: tools and checklists to support interfaces, data conversions, archiving, infrastructure

Tools

� For project estimation and to set expectations (scope, time, resources)

� For project management: Q&Adb (Interactive tool for developing the Business Blueprint, a document for deriving Mobile Service customization )

© SAP AG CR210 2-15

SAP AG 2001

Onetile setwithtwotiles

StatusBar

Standard Tool BarNavigationBar

Menu Bar

The Mobile Sales User Interface: Overview

© SAP AG CR210 2-16

SAP AG 2001

The Navigation Bar

Navigation Bar

l Main control for navigation: TheNavigation Bar allows navigation toall displayed Business Components(buttons) and all related views.

l Navigation Bar indicates which TileSet (View) is currently displayed(Arrow).

n The Navigation Bar which provides links to all the information maintained in Mobile Sales is the main navigation control. The bar displays the Business Component buttons and their related Tile Sets. When choosing a business component button, a list of business component tile sets drops down.

n If the tile set list under a business component is longer than the drop-down area, arrows appear to allow for scrolling up and down. The chosen tile set is marked with a yellow arrow.

© SAP AG CR210 2-17

SAP AG 2001

The Tile Concept

TileTileTile

HyperlinksHyperlinksHyperlinks

Tile Set (Area)Tile Set (Area)Tile Set (Area)

n The Tile Set Area displays a tile set of related information. A Tile set comprises one to six segments of the tile set area and displays information about a certain subset of information within the business component.

n A Hyperlink is blue underlined text (when using the standard settings) that links to data record information or web sites. To display the information or web site, simply choose the hyperlink by clicking on it.

© SAP AG CR210 2-18

SAP AG 2001

Choose dataitem in listand seedetails in Tilebelow

Current Tile Set Tile with focus

Relatedinformation inlisted form

Maximize/Minimize buttons

Overview data

Tile Set/Tile

© SAP AG CR210 2-19

SAP AG 2001

Menu and Toolbar

Menu Bar

Standard Toolbar

Right MouseClick

n The Menu Bar lists standard functions, like New, Save, Delete, Copy, Paste, etc. When choosing a menu, a drop-down list will show further options. Some menu options may be grayed out or unavailable depending on what content you are working on.

n The Standard Toolbar provides access to standard functions, like New, Save, and Delete. You can also navigate backwards and forwards through the tile sets you have displayed or worked on. When moving the mouse cursor over a button of the Standard Toolbar, a Tool Tip displays the function of this button. Some buttons may be grayed out or unavailable depending on what content you are working on.

© SAP AG CR210 2-20

SAP AG 2001

Additional UI Features (as of CRM 2.0C)

l Back / Forward (History)

l Favorites

l Sorting in grids

n Click on grid button like MS Outlook

n Ascending, descending

l Numeric, integer input controls

n Masked edit control, only numeric inputpossible

l Theater mode / full screen capabilities

l Flexible navigation bar width

l Enhanced keyboard support

l MS Outlook / Lotus Notessynchronization icon in toolbar

l Multibyte support

© SAP AG CR210 2-21


Getting Started: Unit Summary

You are now able to:

l Describe how Mobile Sales is integrated intomySAP Customer Relationship Management

l Describe on a high level, the components andarchitecture of Mobile Sales

l Describe the concept of Industry Templates

l Describe on a high level the concept of ASAPfor Mobile Sales

l Describe the components of the User Interface

l Navigate through the system

© SAP AG CR210 2-22

Exercises

Unit: Getting Started

Topic: CRM, User Interface and Navigation

At the conclusion of this exercise, you will be able to:

• Describe how Mobile Service is integrated in SAP’s Customer Relationship Management

• Describe on a high level the architecture of Mobile Service

• Describe the components of the User Interface

• Navigate through the system

As a Field Service Technician of IDES Inc., you are responsible for providing technical service in your territory. To facilitate this process, you use your Mobile Service system.

1-1 Mobile Service is integrated in SAP’s Customer Relationship Management.

1-1-1 Name the other components / business scenarios:

____________________________________________________________

____________________________________________________________

____________________________________________________________

1-1-2 Mobile Service is the front office of which R/3 module?

____________________________________________________________

1-1-3 Briefly outline the main scenario for the Mobile Service solution.

____________________________________________________________

____________________________________________________________

____________________________________________________________

____________________________________________________________

____________________________________________________________

© SAP AG CR210 2-23

1-2 The Mobile Service connects to several other systems.

1-2-1 Outline the Mobile Service Architecture and name some of the connected systems.

____________________________________________________________

____________________________________________________________

____________________________________________________________

1-2-2 Which component handles the data flow between these systems?

____________________________________________________________

1-2-3 Which tool can be used to customize Mobile Service to company specific needs?

____________________________________________________________

1-2-4 Can you integrate the Mobile Service components into Mobile Sales?

____________________________________________________________

1-3 The Mobile Service User Interface consists of several different parts.

1-3-1 Name five different components of the User Interface.

1._______________________________________

2._______________________________________

3._______________________________________

4._______________________________________

5._______________________________________

1-3-2 Name the smallest basic unit in the User Interface.

____________________________________________________________

1-3-4 Explain the difference between a Tile and a Tile Set.

____________________________________________________________

____________________________________________________________

© SAP AG CR210 2-24

1-4 You have various possibilities to navigate through Mobile Service and to retrieve data.

1-4-1 Name two of these possibilities to navigate through the system.

1._______________________________________

2._______________________________________

1-4-2 Do you know any additional possibilities to navigate through Mobile Service?

____________________________________________________________

1-5 In Mobile Service, you can manage both customer data and the master data of your company's employees.

1-5-1 Log on to Mobile Service.

1-5-2 Navigate to the employee master data.

1-5-3 Search all employees.

1-5-4 Review the master data of SCOTT PARKER-##.

1-5-5 Identify the work center Scott Parker is assigned to.

____________________________________________________________

© SAP AG CR210 2-25

Solutions

Unit: Getting Started

Topic: CRM, User Interface and Navigation


• Describe how Mobile Service is integrated in SAP’s Customer Relationship Management

• Describe on a high level the architecture of Mobile Service

• Describe the components of the User Interface

• Navigate through the system

As a Field Service Technician of IDES Inc., you are responsible for providing technical service in your territory. To facilitate this process, you use your Mobile Service system.

1-1 Mobile Service is integrated in SAP’s Customer Relationship Management.

1-1-1 Name other components / business scenarios.

Field Sales (Mobile Sales), Internet Sales, Service Interaction Center

1-1-2 Mobile Service is the front office of which R/3 module?

CS, Customer Service (former SM, Service Management)

1-1-3 Briefly outline the main scenario for the Mobile Service solution.

As Mobile Service is the front office solution for R/3 Customer Service, all necessary data is as well available on a field service technician’s laptop. This data transfer (mutual) facilitates the processes between the back office and the service technician and will result in a more efficient and transparent work for both of them.

1-2 The Mobile Service connects to several other systems.

1-2-1 Outline the Mobile Service Architecture and name some of the connected systems.

R/3 System, SAP Business Information Warehouse, Middleware, Internet File Server…

1-2-2 Which component handles the data flow between these systems?

The middleware is responsible for the data flow between systems.

© SAP AG CR210 2-26

1-2-3 Which tool can be used to customize Mobile Service to company specific needs?

The Mobile Service Workbench is the responsible tool for customizing to match specific company needs.

1-2-4 Can you integrate the Mobile Service components into Mobile Sales?

The intergration can be done by the Workbench, because the respective data (business objects, etc.) is stored in the same repository. Afterwards all components appear in the navigation bar of one application.

1-3 The Mobile Service User Interface consists of several different parts.

1-3-1 Name five different components of the User Interface

Navigation Bar, History Tool Bar, Menu Bar, Standard Tool Bar, Status Bar, Tile Set with Tiles.

1-3-2 Name the smallest basic unit in the User Interface.

The smallest basic unit is one tile.

1-3-3 Explain the difference between a Tile and a Tile Set.

Tile is the basic unit of a Tile Set. A Tile Set consists of one to six Tiles.

1-4 You have various possibilities to navigate through Mobile Service and to retrieve data.

1-4-1 Name two of these possibilities to navigate through the system.

You can navigate through Mobile Service by using the Navigation Bar, the Menu Bar, or Hyperlinks within a Tile.

1-4-2 Do you know any additional possibilities to navigate through Mobile Service?

You can also use the History Tool Bar to navigate.

1-5 In Mobile Service you can manage both customer data and the master data of your company's employees.

1-5-1 Log on to Mobile Service.

Log in: CRMUSER-## (## being your group number)

Password: CRM

1-5-2 Navigate to the employee master data.

Navigation Bar → Employees

1-5-3 Search all employees.

Employees→ Search

Enter no Criteria and press the Search button. The result will be displayed in a list below.

© SAP AG CR210 2-27

1-5-4 Review the master data of SCOTT PARKER-##.

Select SCOTT PARKER-## by clicking on the link in the Name column, or simply use Employees → List for navigation.

1-5-5 Identify the work center Scott Parker is assigned to.

His assigned work center is PC-SV-##.

© SAP AG CR210 3-1


Business Partners

Contents:

l Business Partners and Contact Persons

l Address Management in Mobile Service

l Overview of Sales Areas, Relationships andHierarchies

l Overview of the Classification Concept

l Related information, such as Notes, Activities andHistory

© SAP AG CR210 3-2


Business Partners: Unit Objectives


l Describe how Business Partners will be representedin Mobile Service

l Describe the different types of Business Partnersrelevant to Mobile Service

l View, enter and modify Business Partner master data

l Describe the Sales Area System

l Understand the Relationship Concept

l Describe the Classification Concept

© SAP AG CR210 3-3

SAP AG 2001




EquipmentEquipment






OverviewOverview

Activity MangementActivity Mangement Course Wrap-upCourse Wrap-up

Business Partners: Overview Diagram

© SAP AG CR210 3-4


Business Partners: Business Scenario

l As preparation for the day, you want to findinformation related to Business Partners you haveto visit (address data, contact persons etc.).

l Your colleagues provide you with valuableinformation for your work on a daily basis.

l As part of your company’s team-selling strategy,you must enter or modify customer dependent datadirectly when you are on a visit to a customer site.

l Pay attention to the various relations between yourBusiness Partners in order to support any currentsales activities.

© SAP AG CR210 3-5

SAP AG 2001

PartnerData

ContactData

Business PartnerBusiness Partner ContactPerson

ContactPerson

Managing Critical Information

Primary functions of these business components:

l Business Partner Component:Manage all Corporate Data on a Business Partner

l Contact Person Component:Gather and maintain information on a particular Contact Person

n Data is stored for legal entities acting on the market as well as for all direct and indirect business partners of the company, independent of their position in the supply chain.

n All company-wide information on a business partner or contact person can be reviewed to get the whole picture. This helps to administrate, categorize and visualize the business partner´s relations in the market and provides the basis for all sales-related activities.

n Sales reps can store detailed information about the business partners and contact persons with whom they deal during their sales activities.

n Depending on the industry, sales force activities can focus more on business partners (e.g. CPG Industry) or more on contact persons (e.g. Ethical Pharmaceuticals).

n Business partner and contact person data can be entered in CRM or downloaded from R/3. Furthermore, Address Data Pools may be used to outsource address data clearing:

� Address Data Pools consolidate address master data for multiple companies:

� In some countries Address Data Pools are of very high importance, especially to the pharmaceutical industry.

� Business partner and contact person master data can be exchanged with data pools via a mapping tool.

© SAP AG CR210 3-6

SAP AG 2001

AccountGroups

Business PartnerBusiness Partner

Business Partners Overview

l Business Partners are all legal entities (likeorganizations) who are directly involved in abusiness relationship.

l Business Partners includeInstitutions/Organizations:

n Sold-to Party

n Ship-to Party

n Bill-to Party

n Payer

n Prospects

n Partner Organizations

n Competitors

n Influencer

n ...

n Business Partners summarize all legal entities involved in a business transaction.

n This example shows a number of account groups. Additional account groups can be defined in the customizing process.

n Note: Business Partners are not people (contact persons).

© SAP AG CR210 3-7

SAP AG 2001

AccountGroups

ContactPerson

ContactPerson

Contact Persons Overview

l Contact Persons are people involved in businessactivities.

l A contact person may or may not be located atthe customer site.

l Contact Persons are own Objects in MobileSales.

l Contact Persons include:

n Contact Persons at organizations

n Persons in Private Practice

n Private Contacts

n All people involved in market activities are defined as Contact Persons in Mobile Service. The Mobile Service definition of Contact Persons contains more than the classical definition of Contact Person as a purchaser at a customer site, as the above example shows.

n Contact Persons are an own object in Mobile Service (not just part of the business partner object). Therefore, account groups for contact persons have been set up.

n Persons in Private Practice, such as a self-employed consultants and freelancers in the CPG and Capital Goods/High Tech Industry or General Practitioners in the Pharmaceutical Industry, do not need a primary relationship (‘works for’) to a Business Partner.

n Typical Contact Persons in the Capital Goods/High Tech industries include: Product Manager, Controller, Head of Department, Company Administration. Examples for persons in private practice are: Architect, Consultant.

n Typical Contact Persons relevant to the CPG industry: Managing Director, Product Manager, Head of Department, Purchaser.

n Typical Contact Persons relevant to the Pharmaceutical sales force include: Physicians (Private Practice or Hospital), Pharmacists, Nurse, Health Politicians.

© SAP AG CR210 3-8

SAP AG 2001

ü Data Transferü Bill-to party

ü Sold-to party

ü Ship-to party

ü Payer

ü Business Partnerrelated ContactPersons

ü Prospects (optional)

⌧ NO Data Transfer

ü Bill-to party

ü Sold-to party

ü Ship-to party

ü Payer

ü Business Partnerrelated ContactPersons

ü Prospects (optional)

⌧ Person in privatepractice

⌧ Private Person

SAPMobile Sales

SAPMobile Sales

Business Partners & Contact Persons in SAP R/3

n Business Partners A R/3 adapter for the up- and download of business partners exists. Predefined filter fields are VKORG, VTWEG, SPART and KTOKD. As an example for each account group the R/3 exchange can be activated or not (e.g. exchange sold to parties and prospects with R/3 while payers are not exchanged).

n Contact Persons The up- and download of contact persons related to a business partner is possible as well. Predefined filter fields are VKORG, VTWEG, SPART and KTOKD as well. However, the account groups person in private practice and private persons cannot be exchanged since there is no equivalent in R/3.

© SAP AG CR210 3-9

SAP AG 2001

ContactPerson

ContactPerson


Electronic Media,Inc.


Sales Sales RepRep

ScottParkerScott

Parker

Key AccountKey Account Manager Manager

AlfredNewman

AlfredNewman

Team Selling in Mobile Service

l Multiple employees in different roles interact with aBusiness Partner/Contact Person (Team Selling)

n Sales and Service Teams can be maintained on both the business partner and contact person level.

© SAP AG CR210 3-10

SAP AG 2001

ContactPerson

ContactPerson

BusinessPartner

BusinessPartner

Address Management

l A Business Partner must always have atleast one address but can have multipleaddresses.

l A Contact Person for a Business Partnerdoesn’t need to have an address but canhave multiple addresses.

l A Person in Private Practice/Contractormust always have at least one addressbut can have multiple addresses.

l A Private Person does not need to havean address but can have multipleaddresses.

© SAP AG CR210 3-11

SAP AG 2001

BusinessPartner

BusinessPartner

BusinessPartner

BusinessPartner

ContactPerson

ContactPerson

Address Management and Upload to SAP R/3

l For Business Partners, exactly ONEaddress can be uploaded fromMobile Service to SAP R/3:

n Business Address

l For Contact Persons of a BusinessPartner, upload is possible for twoaddress types:

n Business Address

n Private Address

n The Display Main Flag indicates which address should be displayed in the overview tile set for the business partner/contact person.

n The business and private address relevant for R/3 upload is indicated by the Address Default Flag (ADRCDFLT).

n The data for such a default address can be changed. However, if a partner or contact person has multiple addresses , you cannot change the address default indication to a different address (the currently flagged default address has to be deleted first).

n The address type is stored in the ADRKIND field.

© SAP AG CR210 3-12

SAP AG 2001

Activities

Opportunities

BusinessPartner

BusinessPartner

ContactPerson

ContactPerson

The Relationship Concept in Mobile Service

l Numerous objects (BusinessPartners, Contact Persons,Products, Activities, SalesDocuments, etc.) can be relatedto each other.

l Relationships can:

n have different categories

n have particular directions

n be reversible

n build Hierarchies or Networks

n have Cardinalities defined

n You can navigate from one object to another via hyperlinks without having to start a new transaction/tile sequence. This even applies in cases where multiple Mobile Sales components are involved (e.g. navigation from a business partner to a related activity).

n Relationships can have different categories. For example:

� For business partners and contact persons, the relationship can be defined as is contact person of or is department of.

� For products and services, the relationship can be defined as is substitute for or is competitor product of .

n Different relationship categories can be defined in the customizing process.

n Each relationship can have particular attributes and directions.

n Relationships can be reversible.

n Relationships can build Hierarchies or Networks.

n Cardinalities for relationships can be defined.

© SAP AG CR210 3-13

SAP AG 2001


Business Partner 2Candid Horton PlazaBusiness Partner 2

Candid Horton Plaza

Contact Person 2Contact Person 2

Business Partner 1LA Wholesalers Inc.Business Partner 1LA Wholesalers Inc.

Business Partner 3Candid San Diego

Business Partner 3Candid San Diego


Business Partner 4Candid InternationalBusiness Partner 4

Candid International

is outlet of

supplies

supplies

is affiliate of is contactperson of

is contactperson offunction:manager

Contact PersonContact Person

is contact person offunction: manager

is married to


is contactperson of

The Business Partner Model

l The Business Partner Model represents the application ofthe Mobile Service Relationship Concept to BusinessPartners and Contact Persons.

n The Mobile Service Business Partner Model applies the Relationship Concept of Mobile Service on business partners and contact persons.

n Contact Persons can be related to Business Partners.

n Each business partner/contact person can be related to other business partner/contact person.

n Contact persons of organizations are related to these organizations via the relationship. A contact person can be a contact person of multiple business partners. In this case one of the relationships has to be flagged as primary relationship for uploading purposes (in R/3 each contact person must be related to exactly one business partner).

n Hierarchical business partner structures can make use of the is department of relationship type.

n Further relationship types can be set up in the customizing process. These can include ‘soft’ links, such as has influence on to build up influencer networks.

n Relationships can be used to represent typical business networks and hierarchies.

n Relationships describe the influence of Business Partners on each other.

n Relationship Management is therefore a central factor of the business strategy.

n A similar structure in implemented in R/3 4.5b on table level.

© SAP AG CR210 3-14

SAP AG 2001

Relationships Scenario 1

Sales activities at different Business Partners of a Holding


Candid HoldingCandid Holding

BelongsTo

BelongsTo

Owns

Owns

Belongs ToBelongs To

OwnsOwns



(Sold to Party)


(Sold to Party)

Business Partner

Sheffield Inc.(Prospect)

Business Partner

Sheffield Inc.(Prospect)

Sales activities at different Business Partners of a Holding

n This example illustrates a typical network occurring in multi business companies. The Business Partner and the Prospect are owned by a Holding. IDES Inc. is already a supplier of the Business Partner and is related via the Holding to the Prospect which is interested in our services. The service division of IDES Inc., therefore, is interested in selling the requested services.

© SAP AG CR210 3-15

SAP AG 2001

Influencer Network

CommitteesCommittees

Decision MakerDecision MakerOpinionLeadersOpinionLeaders

Friends&

Family

Friends&

Family

ColleaguesColleagues

Relationships Scenario 2

Influencer Network

n The decision of a contact person can be influenced by many other contact persons such as friends, family, colleagues, opinion leaders, committees etc.

n The sales force must know and understand such influencer networks.

n These relationships can be represented in Mobile Sales and Mobile Service.

© SAP AG CR210 3-16

SAP AG 2001

Typical Hierarchy StructureTypical Hierarchy Structure

Hierarchies

l Hierarchies can be built with the helpof relationships.

l Relationships used for hierarchiesmust have a special type (directed,only one parent node is possible).

l A business partner/contact person canbe part of different hierarchies.

l Hierarchies can be visualized by a treefunction.

l Hierarchies in Mobile Sales can besales-area-dependent or independent.

l Sales-area-dependent hierarchies canbe downloaded from R/3.

n In general, this hierarchy concept can be applied to all business components equipped with relationships (customizing necessary!).

n Hierarchies enable service technicians, for example, to understand contract conditions within complex company structures.

© SAP AG CR210 3-17

SAP AG 2001

Conditions& Pricing

SAPMobile Sales

Mobile Service

SAPMobile Sales

Mobile Service

Hierarchy in R/3Hierarchy in R/3 Hierarchies in Mobile Sales/Mobile ServiceHierarchies in Mobile Sales/Mobile Service

Download

Sales-Area-Dependent Sales AreaSales Area

R/3 Hierarchyin KNVH




Additional Mobile Sales/MobileService

Hierarchies

Additional Mobile Sales/MobileService

Hierarchies

Must Be Can Be

Business Partner Hierarchies in R/3

n R/3 hierarchies (hierarchy table KNVH) can be downloaded into Mobile Service. Hierarchies created in R/3 are always sales-area-dependent.

n Additional hierarchies can be defined in Mobile Service to reflect market structure important for the sales force. Hierarchies in Mobile Service can be defined sales-area-dependent or not. All hierarchies created in Mobile Service can not be uploaded to R/3.

n Condition and pricing will only be affected by hierarchies downloaded from R/3.

© SAP AG CR210 3-18

SAP AG 2001

RJBPurchasing Alliance

RJBRJBPurchasing AlliancePurchasing Alliance

RJBEuropean Group

RJBRJBEuropean GroupEuropean Group

RJBAmerican Group

RJBRJBAmerican GroupAmerican Group

RJB International StoresNew York

RJB International StoresRJB International StoresNew YorkNew York

RJB Fashion StoresSan Francisco

RJB Fashion StoresRJB Fashion StoresSan FranciscoSan Francisco

RJB TrendsBoston

RJB TrendsRJB TrendsBostonBoston

RJB N.Y. Outlet 1RJB N.Y. Outlet 1RJB N.Y. Outlet 1



Customer Hierarchy Example 1: Outlet Structure

l Suppliers/wholesalers can deliverproducts to customers.

l For purchase alliances, thisrelationship could be representedin a hierarchy.

l Contact persons might be incertain hierarchical positions.

n R/3 hierarchies may exist for such supply chain structures. Conditions/pricing are typically affected.

© SAP AG CR210 3-19

SAP AG 2001

Dr.Vega Dr.Winfield

Dr.Wallace Chief of Cardiology

Mr. BatesGeneral Manager

Cardiology 1Cardiology 1Cardiology 1

The Beverly Hills Memorial HospitalThe Beverly Hills Memorial HospitalThe Beverly Hills Memorial Hospital

Cardiology 1Cardiology 1Cardiology 1

Intensive CareIntensive CareIntensive Care OncologyOncologyOncology CardiologyCardiologyCardiology PharmacyPharmacyPharmacy AdministrationAdministrationAdministration

Customer Hierarchy Example 2:Department Structure

l Business Partner (e.g. Hospital) consists of differentdepartments that might have subdepartments.

l Contact persons (e.g. Physicians) are assigned to certain nodesor leaves of this hierarchical structure.

l The organizational structure of a hospital is needed to facilitatethe administration of a hospital and its contact persons.

n Hierarchies not relevant for conditions and pricing may not exist in R/3. However, for the sales force this can be crucial information.

© SAP AG CR210 3-20

SAP AG 2001

Class Type: Contact PersonClass: Decision Profile

Characteristic: ImportanceValue: High

ContactPersonContactPerson

Classification SystemClassification System

The Classification Concept

n The Classification System serves as a flexible tool to generate additional attributes for any component for classification purposes. This tool is based on the R/3 classification architecture.

n Definitions and assignments of classifications which are maintained in R/3 can be downloaded to Mobile Service. In Mobile Service, the classification concept can be used in different components (Business Partners, Contact Persons, Products and Services, Activities, etc.).

n Values for the characteristics can be of different data types.

n Characteristics can be single value (e.g. characteristic Importance can have value High or Low for a business partner, but not both) or multiple value (e.g. one contact person can have multiple values for the characteristic Hobby: Golf, Tennis, Arts).

© SAP AG CR210 3-21

SAP AG 2001

Business PartnerBusiness PartnerClass Company ProfileClass Company Profile

Example: Classifications of a Business Partner

Market pos.: Market leader Culture: Dynamic, Ambitious Inst. Base: 10,000 Employees: 15,000 ERP-System: SAP R/3 Focus: International Presence: Global

n In the Classification Concept, there could be a class Company Profile applied to the Business Partners Class Type. In this example, eight characteristics are assigned to this class. One of these characteristics is called Market Position. The value of the characteristic is Market Leader.

n Additional characteristics can classify the potential of Business Partners or capture soft factors such as culture, attitude towards company, socio-demographic attributes etc.

© SAP AG CR210 3-22

SAP AG 2001

Potential: HighApproach: Open to Innovations

Price: SensitiveLanguages: English, German

Influence: Opinion LeaderFocus: International

Marital Status: MarriedChildren: 2Interests: Golf

Contact PersonContact Person Class Decision ProfileClass Decision ProfileContact PersonContact Person

Example: Classifications of a Contact Person

n In the Classification Concept, there could be a class ‘Decision Profile’ applied to the Contact Persons class type. In this example, nine characteristics are assigned to this class. One of these characteristics is called “Approach”. The value of the characteristic is “Open to Innovations”.

n Additional characteristics can classify the potential and prescription behavior for a product (typical for pharmaceuticals) or capture soft factors such as opinion leadership, focus of interest, trends, influence, attitude towards company, etc..

n Mailing flags and special responsibilities (replication) can also be set via classifications.

© SAP AG CR210 3-23

SAP AG 2001

SAPMobile Sales

andMobile Service

SAPMobile Sales

andMobile Service

Classification SystemClassification System

Classifications Process Flow

l The R/3 Classification system can bedownloaded to Mobile Sales/Mobile Service.

l Then, a particular object will be related to aclass type and corresponding classes.

l In a last step, the values of the chosen classcharacteristics are assigned.

n The class types, classes, characteristics to classes and possible values are defined as classification master data within SAP R/3 classification system..

© SAP AG CR210 3-24

SAP AG 2001

EquipmentProducts/Services

Activities

Business Partners/ Contact Persons

SalesDocuments

Agreements ServiceDocuments

...

Relationships to other Components

n Other components of the Mobile Sales and Mobile Service system can be related to business partners and contact persons:

� Products and Services ( not Sales Area dependent)

� Agreements

� Sales Documents (Quotation and Orders)

� Activities

� Service documents

� Equipment

© SAP AG CR210 3-25

SAP AG 2001

BusinessPartnersBusinessPartners

ContactPersonContactPerson

Additional Information

l Additional Addresses

l Sales Team (not Sales-Area-dependent)

l Contact Hours

l Classification

l Financial Information(Business Partners only)

l Notes & Attachments

l ...

n Notes and Attachments are not only available for business partners and contact persons, but for most objects in Mobile Service.

n Notes can be flagged as private or public.

n The replication of attachments has to be triggered by a user.

© SAP AG CR210 3-26

SAP AG 2001

l Enhancements R/3 Customer Hierarchy

l Goods receiving Hours

l Installed Base with Drag & Drop Maintenance

l Enhancements Financial Information

l Business Partner Potentials






Enhancements in 2.0C (I)

New in 2.0C:

n The customer hierarchy from SAP R/3 is downloaded to the mobile clients and is displayed in the tileset R/3 Hierarchy. This hierarchy is sales area dependent according to the R/3 OLTP system. In the tile Sales Area, you can choose another sales area and the R/3 Hierarchy may differ. You cannot editing, delete, or create new hierarchy nodes in this tileset. You can delete or create new sales area dependent hierarchy nodes is possible in the tileset Partner Functions. The Partner Function is hierarchically superior has to be used to set up this hierarchy. ATTENTION: The information maintained on the mobile client is only replicated to the consolidated database and from there to other mobile clients dealing with the same customer. It is neither uploaded to the R/3 OLTP system nor to the mySAP CRM Online system !

n The Goods Receiving Hours are dependent from the organizational element Unloading Point. Since this customizing information is not available on the mobile client it is not possible to create new records of Goods Receiving Hours. Only downloaded information can be modified using the button „ Edit “. The modified Goods Receiving Hours are uploaded to the R/3 OLTP system.

© SAP AG CR210 3-27

SAP AG 2001











Enhancements in 2.0C (II)

New in 2.0C:

n In the tree of the installed base neither new equipment can be entered nor existing equipment can be deleted. All the installed base information is downloaded from the R/3 OLTP system and the user can only change the hierarchy structure supported by drag & drop functionality. Any modification in the hierarchical structure is uploaded to the R/3 system.

n The tileset „ Financial Information “ consists of three main areas of information: Dunning Information like the date last dunned and the dunning procedure Banking Information like country key, bank key and account number Tax Information like country key, category and classification

Both the dunning and the tax information is read-only, the information is downloaded from the R/3 OLTP system and the user can neither modify nor delete existing information nor create new dunning or tax records. The banking information can be maintained by the user. All the necessary customizing information, for e.g. country key or bank key is available in the offline client. The banking information is fully synchronized with the R/3 OLTP system. This means that offline modified information is uploaded back to the R/3 OLTP system.

© SAP AG CR210 3-28

SAP AG 2001

CRM MobileBusiness Partner

Model

CRM MobileBusiness Partner

Model

CRM OnlineBusiness Partner

Model

CRM OnlineBusiness Partner

Model

üCentral Business Partner

üBP can be Organization or Person

üPerson can exist without Organization

üFlexible Relationships between BP

üAccount Group drives how BP is used

üClassification Concept for BP

üR/3 Hierarchies can be used

üCentral Business Partner

üBP can be Organization or Person

üPerson can exist without Organization

üFlexible Relationships between BP

üBP Role drives how BP is used

üProfile Concept for BP

üR/3 Hierarchies can not be used

Synchronizationof BP Data

“One Face to theCustomer”

Commonality

Difference

Business Partner Model: CRM Mobile vs.CRM Online

n Business Partner data is exchanged between the CRM Mobile client and CRM Online applications (e.g. Contact Center).

n The general approach to using business partners in CRM Mobile and CRM Online is very similar (SAP Central Business Partner). However, in CRM Online, business partner roles drive how business partners can be used. These roles are not available in CRM Mobile. In CRM Mobile this is driven by account groups like in R/3.

n For business partner segmentation purposes, the classification concept is used in CRM Mobile. In CRM Online, this is done using profiles. Business partner classification and profile information is not exchanged between CRM Mobile and CRM Online.

n R/3 business partner hierarchies are available in CRM Mobile, but not in CRM Online.

n Flexible relationships between business partners can be set up in both CRM Mobile and CRM Online. However, not all relationship categories will be exchanged in CRM 2.0C.

© SAP AG CR210 3-29


Business Partners: Unit Summary


l Describe how business partners and contact personswill be represented in Mobile Service

l Describe the different types of Business Partnersrelevant for Mobile Service

l View, enter and modify Business Partner master data

l Describe the Sales Area System

l Understand the Relationship Concept

l Describe the Classification Concept

© SAP AG CR210 3-30

Exercises

Unit: Business Partners & Contact Persons

Topic: Maintenance of customer data


• Maintain Data for Business Partners

• Enter new Contact persons

• Enter and modify related data (Notes, Contact hours etc.)

• Query data of related Components (Activities, etc.)

As preparation for the day, you want to find information related to Business Partners and Contact Persons you have to visit.

While checking your customer’s data for tomorrow, you notice that some information has to be updated.

1-1 You have to access the business partner data of HITECH-##, customer no. 0001171-##. (## beeing your group number).

1-1-1 Call up the search and list functionality within the Business Partners component.

1-1-2 Enter the customer no. or the customer name as search criteria and start the selection.

1-1-3 Call up the Business Partners overview by the Name 1 hyperlink for HITECH AG-##.

1-1-4 As you know, the customer moved; change the address/street to 110, BUCCANEER HILL. Save your modification!

1-2 They also have an additional correspondence address: PO BOX 38536, 22299 HAMBURG.

1-2-1 Call up the Addresses submenu within the Business Partners component and enter the additional address in Mobile Service. Save your record!

1-2-2 Specify the main address for the customer:

____________________________________________________________

____________________________________________________________

1-2-3 Which address is uploaded to R/3?

____________________________________________________________

© SAP AG CR210 3-31

1-3 As preparation for tomorrow, you review some information related to HITECH-##.

1-3-1 Are there any activities related to this customer in the immediate past?

____________________________________________________________

1-3-2 Can you specify another colleague who is responsible for the customer?

____________________________________________________________

1-3-3 Are there any contracts for HITECH-##?

____________________________________________________________

____________________________________________________________

1-3-4 Call up the Installed Base submenu within the Business Partner component to become familiar with the customer equipment. How many pieces of equipment are installed on customer site?

Amount:__________

1-4 During your last visit to the customer site, you made contact with a new contact person who is responsible for Quality Management. Since the new contact person will assist you in case of any service activities on customer site, you will enter the name as a new contact person.

1-4-1 Call up the Contact Persons submenu within the Business Partners component.

1-4-2 Maintain the following data on KEVIN SULLIVAN-##: Born 07/11/69, NOT MARRIED, QUALITY ASSURANCE DEPARTMENT AS ASSISTANt, Building ECC, Room 4711, Phone 035-123543, Fax 035-999888. Enter his E-mail account [email protected] and save your record!

1-4-3 Call up the search and list functionality within the Contact Persons component to search for your new record.

1-4-4 Mr. Sullivan is a GOLF PLAYER and an ACTIVE MEMBER OF AMNESTY INTERNATIONAL. Enter this soft information as well for Mr. Sullivan.

© SAP AG CR210 3-32

Solutions

Unit: Business Partners & Contact Persons

Topic: Maintenance of customer data


• Maintain Data for Business Partners

• Enter new Contact persons

• Enter and modify related data (Notes, Contact hours etc.)

• Query data of related Components (Activities, etc.)

As preparation for the day, you want to find information related to Business Partners and Contact Persons you have to visit.

While checking your customer’s data for tomorrow, you notice that some information has to be updated.

1-1 You have to access the business partner data of HITECH-##, customer no. 0001171-##. (## beeing your group number).

You have to access the business partner data of HITECH-## customer no. 0001171-##. (## being your group number. Access the Business Partner data of HITECH-##, customer no. 0001171-## in order to maintain the data.

1-1-1 Call up the search and list functionality within the Business Partners component. Call up the search and list functionality within the Business partners component. Business Partner → Search

1-1-2 Enter the customer no. or the customer name as search criteria and start the selection. Enter the customer no. or the customer name as search criteria and start the selection. Enter the search criteria in the field Account No. and/or Name and press the Search button.

1-1-3 Call up the Business Partners overview by the Name 1 hyperlink for HITECH AG-##. Call up the Business Partners overview by the Name 1 hyperlink for HITECH-##.

Click on the hyperlink Name 1 to populate the data for HITECH-## in the overview.

© SAP AG CR210 3-33

1-1-4 As you know, the customer moved; change the address/street to 110 BUCCANEER HILL. Save your modification! As you know the customer moved; change the address/street to 110 Buccaneer Hill. Save your modifications.

Change the street’s name accordingly and save your record.

1-2 They also have an additional correspondence address: PO BOX 38536, 22299HAMBURG.

An additional address has to be entered for HITECH-##.

1-2-1 Call up the Addresses submenu within the Business Partners component and enter the additional address in Mobile Service. Save your record!

Call up the Addresses submenu within the Business Partners component and enter the additional address in Mobile Service. Save your record.

Business Partner → Addresses

Mark the Address Details view and enter a new record. Please fill in the appropriate content for the fields PO Box, Zip and City.

1-2-2 Specify the main address for the customer.

Write down the requested data. The main address is indicated by an activated Main checkbox in the Addresses view.

1-2-3 Which address is uploaded to R/3?

For Business Partners, only the address with the Company Address type is uploaded to R/3.

1-3 As preparation for tomorrow, you review some information related to HITECH-##.

1-3-1 Are there any activities related to this cus tomer in the immediate past?

Business Partners → Overview

Activities List view lists the latest activities for the customer above.

1-3-2 Can you specify another colleague who is responsible for the customer?

Business Partners → Sales Team

Write down your colleague’s names e.g. the sales rep, key account manager and the marketing responsible.

1-3-3 Are there any contracts for HITECH-##?

Business Partners → Contracts

Look up any active service contracts in case of any customer requests.

1-3-4 Call up the Installed Base submenu within the Business Partner component to become familiar with the customer equipment. How many pieces of equipment are installed on customer site?

Business Partners → Installed Base

Specify the amount of equipment installed at a customer site within the Installed Base view. Completely expand the tree structure by clicking the nodes if necessary.

© SAP AG CR210 3-34

1-4 During your last visit to the customer site, you made contact with a new contact person who is responsible for Quality Management. Since the new contact person will assist you in case of any service activities on customer site, you will enter the name as a new contact person.

1-4-1 Call up the Contact Persons submenu within the Business Partners component.

Business Partners → Contact Persons

1-4-2 Maintain the following data on KEVIN SULLIVAN-##: Born 07/11/69, NOT MARRIED, QUALITY ASSURANCE DEPARTMENT AS ASSISTANT, Building ECC, Room 4711, Phone 035-123543, Fax 035-999888. Enter his E-mail account [email protected] and save your record!

Maintain the specified data in the appropriate fields Birth Date, Marital Status, Department, Position, Building, Room, Phone and Fax. Enter the E-mail account with the help of the Edit button to the right.

Fill in any other data if appropriate and save your record.

1-4-3 Call up the search and list functionality within the Contact Persons component to search for your new record.

Contact Persons → Search

Enter SULLIVAN-## in the Name field as search criteria and press the Search button. Click the hyperlink Name to access the contact person’s data Overview.

1-4-4 Mr. Sullivan is a GOLF PLAYER and AN ACTIVE MEMBER OF AMNESTY INTERNATIONAL. Enter this soft information as well for Mr. Sullivan.

Contact Persons → General Note

Enter the specified data as a general note to the contact person Mr. Sullivan.

© SAP AG CR210 4-1


Contents:

l Search and list customer equipment

l Equipment details and business partners

l Equipment service history

l Equipment configuration

l Equipment hierarchy

Equipment

Equipment management will be performed by:

n Accessing the customer equipment by using the search and list functionality

n Accessing the customer equipment through the customer master data

n Access and view the equipment detail information

n Viewing the related business partner and the business partner’s address

n Accessing and viewing the equipment service history

n Accessing and viewing the equipment configuration data

n Viewing the equipment hierarchy

© SAP AG CR210 4-2


Equipment: Unit Objectives


l Explain the elements of the customer equipmentcomponent and their relevance for the servicedocument management.

l Navigate to relevant customer equipment views andexplain the download of data from R/3.

l Explain the content of an equipment’s servicehistory.

l Describe the importance of the equipmentconfiguration data for a technician.

l View the equipment hierarchy.

© SAP AG CR210 4-3

SAP AG 2001




EquipmentEquipment






OverviewOverview


Equipment: Overview Diagram

© SAP AG CR210 4-4


Equipment: Business Scenario

l To prepare for a visit, the service technician has tobecome familiar with the following:

n customer equipment detail information

n equipment hierarchy

n equipment service history

l The technician can get additional information aboutequipment from the equipmentconfiguration/classification data.

n The customer has equipment from your company installed on site.

n In order to prepare the visit, the technician has to become familiar with the customer equipment detail information and a possible equipment hierarchy. Furthermore the technician needs to know the service history of equipment before carrying out a service order.

n The technician can obtain valuable information about the equipment history to implement a solution for the current incident.

n The technician will get additional information from the equipment configuration data.

© SAP AG CR210 4-5

SAP AG 2001

Equipment

l A piece of equipment is an individualobject that is to be serviced as anautonomous unit.

l Pieces of equipment can be:

n Technical devices

n Machines

n Technical systems or parts thereof

n Vehicles

n Software

n Rotating equipment

n Test and measurement equipment

n Others

l A piece of equipment is an individualobject that is to be serviced as anautonomous unit.

l Pieces of equipment can be:

n Technical devices

n Machines

n Technical systems or parts thereof

n Vehicles

n Software

n Rotating equipment

n Test and measurement equipment

n Others

© SAP AG CR210 4-6

SAP AG 2001

SAPMobileService

SAPMobileService

EquipmentManagementEquipment

Management

Equipment Management in R/3

Equipment Management consists of:

l Managing individual object data

l Planning future service activities

l Recording performed services

l Tracking individual costs

l Maintaining a history of technical objects

l Documenting usage times

Equipment Management in R/3

n An equipment master record should be created for a technical object whenever:

n Individual data is to be managed for the object (e.g.: year of construction, warranty periods, technical information).

n Service, repair or upgrade activ ities have to be planned and performed for the technical object.

n These activities have to be documented.

n The costs of service activities have to be tracked.

n Technical data has to be collected and analysed for the object over long periods of time.

n The usage of the technical object (i.e. the periods in which it is installed at various functional locations) has to be documented.

© SAP AG CR210 4-7

SAP AG 2001

Planning & Executionof Service Work

Object Structuring &Change Management

Condition / PerformanceRecording

Service Management &Equipment Usage History

Installation / Dismantlingat Functional Locations

Equipment Functions in R/3 - Mobile Service

Equipment in R/3 - Mobile Service can be used for the following functions:

n Representing objects as structures with any number of levels (Mobile Service) and managing changes (R/3) to these object structures.

n Periodic recording of the condition and performance of these objects.

n Installing and dismantling pieces of equipment at functional locations (R/3).

n Planning (R/3) and executing (Mobile Service) services such as inspections, repairs and upgrades.

n Managing the data relevant for services (warranties, contracts) (R/3) and monitoring the usage history (i.e. where the equipment has been installed) (Mobile Service).

© SAP AG CR210 4-8

SAP AG 2001

Sales Data Sales Data

Location Data

Service Data

General Data

Equipment MasterSerialisation

Data

S/N

Multilingual Texts

Multilingual Texts

PartnersPartners

Measuring Points

Measuring Points

WARRANTY

Classification&ConfigurationClassification

&Configuration

AddressAddress

Equipment Master Record Contents

Documents & DrawingsDocuments & Drawings

n General data: technical data, reference data, manufacturing data

n Location data: location information and account assignment elements

n Servicing and maintenance data: structuring and responsibility assignment

n Sales data: sales area, sales organization, sales channel and division

n Serialization data: material and serial number assignment

n Classification/Configuration: description of individual technical characteristics also with multiple characteristic values possible

n Multilingual texts and documents (e.g.: drawings)

n Partners (e.g.: consignee, contact person, responsible department)

n Measuring points and counters: for performance and condition data

n Address: of the piece of equipment

n Warranties: Warranty times (begin, end etc.)

© SAP AG CR210 4-9

SAP AG 2001

BusinessPartnersBusinessPartners

ServiceDocuments

ServiceDocuments

OtherEquipment

OtherEquipment

Material Master

Material Master

Relations of Equipment

Equipment:

l can be related to multiplebusiness partners

l can be related to otherequipment

l can be related to servicedocuments as a technical object

l is related to the materialmaster data

Equipment:

l can be related to multiplebusiness partners

l can be related to otherequipment

l can be related to servicedocuments as a technical object

l is related to the materialmaster data

A piece o equipment:

n Can be related to multiple business partners.

n Can be related to other equipment.

n Can be related to service documents as main equipment or technical object within service orders and service notifications.

n Is related to the material master data

© SAP AG CR210 4-10

SAP AG 2001

EquipmentEquipment

Search

Overview

Classification

Service History

Installed Base

Service Contracts

Mobile Service Equipment Management

Equipment management components:

l Search and list

l Overview

l Classification

l Service History

l Equipment Hierarchy

Equipment management components:

l Search and list

l Overview

l Classification

l Service History

l Equipment Hierarchy

These are the Mobile Service Equipment Management components.

The following topics will be discussed in detail in the following slides:

n Search and list functionality

n Equipment overview and business partner data

n Equipment configuration

n Equipment service history

n Equipment hierarchy

© SAP AG CR210 4-11

SAP AG 2001

Search and List functionality

Search

Overview

ClassificationService HistoryInstalled Base

Service Contracts

EquipmentEquipmentUse Search to:

l Find and display customerequipment information

l Sort, group and filter thecustomer equipment on yourown preferences

n In general, the user can invoke the list functionality to get a complete list of the customer equipment on the local database. The sequence of the document list display can be set as per some pre-defined sorting index (usually equipment type or customer no./ name). The user can proceed to manage the equipment from this point.

n Moreover, the user can employ the search functionality to obtain a specific customer’s equipment or a list of equipment based on the user specified search parameters (e.g equipment type, equipment no., customer no., customer name ...). With the results from the search functionality, the user can proceed to manage a service document.

© SAP AG CR210 4-12

SAP AG 2001

Equipment Overview

SearchOverview


Service Contracts

EquipmentEquipmentUse Overview to display:

l Equipment detail information

l Related business partners

l Business partner data

n The equipment detail information comprises such data as equipment no., serial no., model no., equipment description, equipment type, customer data, functional location and a possible superior equipment to the positioned one.

n The equipment business partners can be accessed to view a list of the Sold-to-party, Ship-to-party, Bill-to-party etc.

n Additionally, some basic business partner data is provided. This data is basically address data such as name, street, city, zip code and phone number.

© SAP AG CR210 4-13

SAP AG 2001

Characteristics Values

Classes

HardwareHardware

ScreenScreen

Hard DriveHard Drive

13 inch17 inch19 inch

1 GB2 GB4 GB

1.011.21

SoftwareSoftware

VersionVersion

...

Equipment Classification

SearchOverview


Service Contracts

EquipmentEquipmentUse Classification to display:

l Configuration characteristics

l Characteristics values

n The equipment classification and configuration data comprises the characteristics and the respective values for this equipment.

n Additionally, the characteristics are assigned to a class levels (e.g. software, hardware etc.)

n Through this data, the technician can obtain valuable information about the specific customer equipment to be serviced.

© SAP AG CR210 4-14

SAP AG 2001

Equipment History

SearchOverview


Service Contracts

EquipmentEquipmentUse Service History to display:

l Service history

l Service order information

l Service notification

n Within the service history, the technician gets to know about previous service orders and service notifications for the affected equipment. For each piece of equipment, you can retrieve an overview of historic service documents. The overview contains the service document number, the status, the date, the problem description and the assigned technician. For a detailed look at the history of one service document, the document confirmation data is also available.

n Within the standard configuration, only completed orders and notifications will be listed as service history of an equipment.

© SAP AG CR210 4-15

SAP AG 2001

Object structuring

Superior equipment

Equipment

Minor equipment

SearchOverview


Service Contracts

EquipmentEquipmentInstalled Base Management:

l Possibility to dismantle a pieceof equipment within theInstalled Base tree and install itelsewhere to reorganize thestructure

Installed Base

n Display and review the hierarchical relationship that a piece of equipment has to other equipment

n Easy changes through drag & drop functionality

n Changes will be uploaded to the R/3

n Only available equipment can be shifted within the Installed Base

n New Equipment can not be created on the Mobile Client

n Changes to an equipment structure are only possible within one Installed Base. You cannot shift a piece of equipment from one Installed Base to another.

© SAP AG CR210 4-16

SAP AG 2001

Service Contracts

SearchOverview


Service Contracts

EquipmentEquipmentUse Service Contracts to display:

l Service contract items

l Contract item details

l Covered equipment

n You can view all service contract data related information to the equipment here.

© SAP AG CR210 4-17


Equipment: Unit Summary


l Explain the elements of the customer equipmentcomponent and their relevance for the servicedocument management.

l Navigate to relevant customer equipment viewsand explain the download of data from R/3.

l Explain the content of an equipment’s servicehistory.

l Describe the importance of the equipmentconfiguration data for a technician.

l View the equipment hierarchy.

© SAP AG CR210 4-18

Exercises

Unit: Equipment

Topic: Management of customer equipment


• Explain the elements of the customer equipment component and their relevance for service document management

• Navigate to relevant customer equipment views (search and list functionality)

• Explain the content of an equipment’s service history

• Describe the importance of the equipment configuration data for the technician

• View the equipment hierarchy

In order to prepare for the customer visit, you have to get familiar with the customer equipment information in detail. Furthermore, you need to know about the service history of the customer equipment in order to obtain valuable information from the past to solve the current problem.

1-1 You have to access the equipment data for customer HITECH-##, customer no. 0001171-##.

1-1-1 Call up the search and list functionality within the equipment component.

1-1-2 Enter the appropriate customer number as search criteria and start the selection.

1-1-3 Call up the Equipment Detail overview by the Equipment hyperlink for equipment no. 10003562-##.

1-1-4 Are there active contracts to the equipment?

_________________________________________________________

1-1-5 Identify the date the equipment was delivered and if a superior equipment might be affected?

Delivery Date:___________________________

Sup. Equipment:_________________________

1-2 Identify the business partners relevant to the equipment.

1-2-1 Who is the Sold-to party?

_______________________

© SAP AG CR210 4-19

1-2-2 Where is the Ship-to party located?

Name:_______________________

Street:_______________________

City:________________________

1-3 You have to become familiar with the equipment’s service history.

1-3-1 Briefly explain why the service history of a piece of equipment is important for you to know.

____________________________________________________________

____________________________________________________________

____________________________________________________________

1-3-2 Call up the Service History submenu for equipment no. 10003562-##.

1-3-3 Does the equipment already have a service order history?

____________________________________________________________

1-4 Check to see if any classification/configuration data is stored for the equipment.

1-4-1 Outline the possible importance of the classification/configuration data for you as the responsible technician.

____________________________________________________________

____________________________________________________________

____________________________________________________________

1-4-2 Call up the Classification submenu for equipment no. 10003562-##.

1-5 Identify the position of equipment no. 10003562-##. within a possible equipment hierarchy at the customer site.

1-5-1 Explain the relevance of existing superior and minor equipment in case of a malfunction of your equipment.

____________________________________________________________

____________________________________________________________

____________________________________________________________

1-5-2 Call up the Installed Base submenu for equipment no. 10003562-##.

1-5-3 Completely expand the tree structure view to identify any superior or minor equipment.

Superior Equipment:___________________________

Minor Equipment: _____________________________

© SAP AG CR210 4-20

Solutions

Unit: Equipment

Topic: Management of customer equipment


• Explain the elements of the customer equipment component and their relevance for service document management

• Navigate to relevant customer equipment views (search and list functionality)

• Explain the content of an equipment’s service history

• Describe the importance of the equipment configuration data for the technician

• View the equipment hierarchy

In order to prepare for the customer visit, you have to get familiar with the customer equipment information in detail. Furthermore, you need to know about the service history of the customer equipment in order to obtain valuable information from the past to solve the current problem.

1-1 You have to access the equipment data for customer Hitech-##, customer no. 0001171-##.

Click on the Equipment component in the navigation bar.

1-1-1 Call up the search and list functionality within the equipment component.

Equipment → Search

1-1-2 Enter the appropriate customer number as search criteria and start the selection.

Position your cursor in the Customer Number search field and click the Choice button to invoke the Customer Choice. Enter customer HITECH (customer no. 0001171-##) as Search Name.

1-1-3 Call up the Equipment Detail overview by the equipment hyperlink for equipment no. 10003562-##.

Position your mouse pointer at the blue underlined field Equipment 10003562-## and click once.

1-1-4 Are there active contracts to the equipment?

Check to see if the checkboxes Contract Act.(ive) and Mult.(iple) Contract Active are activated or not to find out if the equipment is covered by one or multiple active contracts.

© SAP AG CR210 4-21

1-1-5 Identify the date the equipment was delivered and if a superior equipment might be affected.

Check and specify the content of the fields Del. Date and Superior Eqpt.

1-2 Identify the business partners relevant to the equipment.

View the Equipment Business Partners and the Business Partner’s Address.

1-2-1 Who is the Sold-to party?

View and specify the Sold-to party role for the equipment.

1-2-2 Where is the Ship-to party located?

Position on the Ship-to party role and specify the address of the business partner.

1-3 You have to become familiar with the equipment’s service history.

Access the Service History submenu within the navigation bar component Equipment.

1-3-1 Briefly explain why the service history of a piece of equipment is important for you to know.

The service history of a piece of equipment could give you valuable information about service incidents in the past to solve a current service case. There might be only service notifications listed about previous hotline activities and customer requests.

1-3-2 Call up the Service History submenu for equipment no. 10003562-##.

Equipment → Service History

1-3-3 Does the equipment already have a service order history?

View the Service Order History. In case there are already service documents (i.e. either single service orders, single service notifications or combinations of both) they have the status ‘closed’.

1-4 Check to see if any classification/configuration data is stored for the equipment.

Access the Classification submenu within the navigation bar component Equipment.

1-4-1 Outline the possible importance of the classification/configuration data for you as the responsible technician.

Within the classification / configuration data of an equipment possible deviations from the standard equipment characteristics can be stored. Thus you are well informed about any specifics of a customer's equipment in case of a service repair / maintenance order.

1-4-2 Call up the Classification submenu for equipment no. 10003562-##.

Equipment → Classification

© SAP AG CR210 4-22

1-5 Identify the position of equipment no. 10003562-##. within a possible equipment hierarchy at the customer site.

Access the Installed Base submenu within the navigation bar component Equipment.

1-5-1 Explain the relevance of existing superior and minor equipment in case of a malfunction of your equipment.

In case of a malfunction of a piece of equipment within an equipment hierarchy, it might be possible that the affected equipment has a negative impact on superior or minor equipment as well, which may also need to be serviced.

1-5-2 Call up the Installed Base submenu for equipment no. 10003562-##.

Equipment → Installed Base

1-5-3 Completely expand the tree structure view to identify any superior or minor equipment.

Click on all the nodes of the tree control to completely expand the equipment hierarchy structure and then specify the requested values.

© SAP AG CR210 5-1


Products & Services

Contents:

l Overview of Products and Services

l Material types

l R/3 Download

l Relationships of Products and Services

l Classification of Products and Services

l Product hierarchies

l Products and Services additional related information

© SAP AG CR210 5-2


Products & Services: Unit Objectives


l Describe how Products and Services can be handledin Mobile Service

l Describe the R/3 Download process for products andservices

l Describe how the Mobile Sales and Mobile Serviceconcepts for relationships and classification can beapplied to products and services

l Describe product hierarchies

l Navigate to Products and Services to view detailedproduct information

© SAP AG CR210 5-3

SAP AG 2001



Service DocumentService Document

EquipmentEquipment






OverviewOverview

Products & Services: Overview Diagram

Activities & CalendarActivities & Calendar Course Wrap-upCourse Wrap-up

© SAP AG CR210 5-4


Products & Services: Business Scenario (1)

l The material master file contains materials such asProducts (product groups with hierarchies, parts,items) and Services (e.g. hotline services, trainingservices, installation services, maintenance servicesetc.) available on your laptop.

l The full choice on the material master enables you toadd e.g. the exchanged spare parts to a service order.

l Within the team selling strategy of your company, theproducts and services master record keeps youinformed and up-to-date about the products andservices offered by your sales colleagues.

© SAP AG CR210 5-5


Products & Services: Business Scenario (2)

l If any questions about these products and servicesare addressed to you on customer site, the masterfile information helps you to give the customer theappropriate response.

l The products and services component provides youwith valuable information, e.g. about the materialBOM or notes/attached documents that could containexchange procedure descriptions or explosiondrawings for a specific material.

© SAP AG CR210 5-6

SAP AG 2001

Grouping of Materials in Products and Services

ServicesServices

ProductsProducts

MaterialsMaterials

l Products are goods thatcan be physicallyhandled, sold to,ordered by, or placedwith a business partneras recorded in a productmovement.

l Services are immaterialgoods that differ fromphysical products. Theyare generally non-transportable and nonstockable.

n In R/3, the corresponding area to the Mobile Sales and Mobile Service Products and Services component is called Material Master. The general structure of Products and Services corresponds to the structure of the R/3 Material Master.

n Typical Products in Mobile Sales and Mobile Service can be:

� Own products/articles (physical)

� Competitive products

n Services can be delivered separately or along with other products. Typical services can be:

� Installation services

� Transportation services

� Guarantee and maintenance services

� Consulting services

� Information services

n Note : Every material is assigned to exactly one division, but can be allocated to more than one sales area as each sales area contains the Division the product is assigned to.

© SAP AG CR210 5-7

SAP AG 2001

Material Types

Competitor product

l By using the MaterialTypeattribute, you can dividematerials into differentgroups.

l The material typedetermines a material'sprocurement type(selection of fields andtables)

n The material types of R/3 are used to categorize products and services in Mobile Sales and Mobile Service.

n Important material types include:

� HAWA = own trading good

� DIEN = own service

� ERSA = spare part

� WETT = competitor product

n Only materials with the competitor products material type can be maintained in Mobile Sales and Mobile Service. Products and services for all other material types can be downloaded from R/3, but not entered, modified or deleted in Mobile Sales and Mobile Service.

n Information concerning plant, storage, prices and bills of materials (BOM) can not be maintained for competitor products.

n A copy functionality allows for creating competitor products based on the data of existing materials. All dependent information relevant to the material type competitor product is copied as well. You have to enter a new material number (MATNR) for the copied competitor product.

© SAP AG CR210 5-8

SAP AG 2001

Products and Services R/3 Download

Materials in R/3Materials in R/3 Products and Services in Mobile Sales/Mobile ServiceProducts and Services in Mobile Sales/Mobile Service

R/3 Materialsin MARA

Can be maintainedin Mobile Sales/Mobile

Service

Can NOT be maintainedin Mobile Sales/Mobile

Service

AdditionalCompetitor

Products andServices

AdditionalCompetitor

Products andServices

DownloadDownloadProducts & Services

in MARAProducts & Services

in MARA

SAPMobile Sales/Mobile Service

SAPMobile Sales/Mobile Service

n Materials can be downloaded from the R/3 material master via the OLTP R/3 adapter.

n Both initial download and delta download are supported.

n Pre-defined filter fields for downloading materials are VKORG, VTWEG, SPART, MTART and MATNR.

n No materials can be uploaded from Mobile Sales and Mobile Service to R/3 (no upload for the additional competitive products maintained in Mobile Sales and Mobile Service either).

n Bills of Materials (BOM): Since BOMs only relevant to production (R/3 PP) are not needed in sales processes, in the standard filter setting of the OLTP R/3 adapter, only BOMs with BOM usage Sales and Distribution or Universal will be downloaded to Mobile Sales and Mobile Service. However, this can be changed if necessary during project implementation.

© SAP AG CR210 5-9

SAP AG 2001

Relationships of Products & Services

...

Products & Services

Service OrdersSales Documents

EquipmentService Contracts

n Products and services can be related to other Mobile Sales and Mobile Service components:

(1:N) Sales Documents

(1:N) Service Contracts

(0:N) Service Orders

(0:1) Equipment

n These relationships are set up in the corresponding component, not in Products and Services. As an example, the assignment of a product to a service order is performed in the Service Order component. In Products and Services, you can only display relationships of Products and Services to Promotions and Campaigns, Opportunities, Orders and Quotations.

n You can also attach unstructured notes and attachments (documents) to a product/service.

© SAP AG CR210 5-10

SAP AG 2001

Example:An installation training (own service) is offered by IDES Inc. to allbusiness partners who have bought the IDES Inc. PC (own product).

Example:An installation training (own service) is offered by IDES Inc. to allbusiness partners who have bought the IDES Inc. PC (own product).

Relationships of Products and Services

PRODUCT: IDES Inc. PC SERVICE: Installation TrainingRELATIONSHIPRELATIONSHIP

TYPE:TYPE:

“own service for”“own service for”“own service for”

l Relationships between materials can be set up for BusinessPartners and Contact Persons as well.

n Products/Services can be related to other products/services.

n Just like relationships between other objects (e.g. business partners and contact persons), product relationships can have a relationship type as a qualifying attribute and can be classified.

n In the Products and Services component of Mobile Sales and Mobile Service, only relationships between Products, Services, and Competitor Products can be established.

n The typical relationship types between Products and Services include: - competes with - is spare part of - is substitute for product - is service for

n Some relationships are product type dependent. You cannot define a relation is spare part of for products which are categorized as Competitor Products.

© SAP AG CR210 5-11

SAP AG 2001

Resolution:1024x1536 Resolution:1024x1536

Exchange Procedure:

No

Exchange Procedure:

No

Soundcard:RockblasterSoundcard:

Rockblaster

Manufacturer:IDES Inc.

Manufacturer:IDES Inc.

PriceSegment:

Upper

PriceSegment:

Upper

Processor:Pentium

Processor:Pentium

Competitor Products:

No

Competitor Products:

No

Potential:High

Potential:High

Classification of Products and Services

PRODUCT: IDES Inc. PC

l The Classificationconcept of MobileSales and MobileService can beapplied toProducts andServices

n You can apply the Classification concept of Mobile Sales and Mobile Service to Products and Services.

© SAP AG CR210 5-12

SAP AG 2001

Products and Services Hierarchies

SAP Mobile SalesSAP Mobile SalesProducts and Services Hierarchies in Mobile Sales/Mobile ServiceProducts and Services Hierarchies in Mobile Sales/Mobile Service

Conditions& Pricing

Products andServicesHierarchies

Downloadedfrom R/3 MVKE(SA Dependent)

Products andServicesHierarchies

Downloadedfrom R/3 MVKE(SA Dependent)

Additional Products andServices Hierarchiesmaintained viaRelationships inMobile Sales &Mobile Service

Additional Products andServices Hierarchiesmaintained viaRelationships inMobile Sales &Mobile Service

Products andServicesHierarchy

Downloadedfrom R/3 MARA(SA Independent)

Products andServicesHierarchy

Downloadedfrom R/3 MARA(SA Independent)

Sales AreaSales Area Sales AreaSales Area

n The sales-area-independent product hierarchy is downloaded from the R/3 MARA table (column PRDHA).

n Additionally, each product can be element in one R/3 hierarchy for each sales area (MVKE table).

n Hierarchies downloaded from R/3 are extendable from 3 to maximum 9 levels.

n You can set up additional products & services hierarchies via relationships in Mobile Sales and Mobile Service.

n Only the hierarchies downloaded from R/3 are relevant for conditions & pricing.

© SAP AG CR210 5-13

SAP AG 2001

Additional Information on Products & Services

v

Units ofMeasurementInformation


Bill ofMaterials(BOM)Information


Plant and StorageInformation


PricePrice

© SAP AG CR210 5-14

SAP AG 2001

v

PricePrice

Prices of Product and Services

l Agreements is the Mobile Salescomponent dealing with product pricesand conditions.

l In the Products and Services businesscomponent, only one price can bedisplayed: PR00.

l Prices in Mobile Service are sales-area-dependent.

l Prices cannot be changed in MobileService.

l Additional to the PR00, quantity scalesare accessible within the Products andServices business component.

n Conditions such as prices, rebates and discounts are master data themselves and therefore stored in their own tables (like in R/3).

n Within the Business Component Products and Services only one price will be displayed: PR00.

n This price will be displayed from either of 2 sources: - on single price level : Net Price (table A004 column KSCHL=PR00) - on price list level: Price List Price (table A006 column KSCHL=PR00)

n The only conditions that are accessible within the Products and Services Business Component are quantity scales.

n Prices and conditions will be downloaded from R/3, but cannot be uploaded to R/3.

© SAP AG CR210 5-15

SAP AG 2001



Plant and Storage Information

l Plant and Storage information is downloadedfrom R/3.

l Stock data for most Stock types can be shownfor a storage location in Mobile Sales/MobileService, e.g.

n Valuated Stock

n Stock in Quality Inspection

n Restricted Stock

n ...

l Since this is OFFLINE Information, it can notbe used for ATP checks (‘Available toPromise’) in the Sales Documents componentor for Material Reservation checks in theService Order component.

l ONLINE ATP checks are possible for salesdocuments (APO-online connection required).

n Plant and storage information provides an overview of the plant and storage structure of the related products and services.

n Every plant is related to at least one sales organization.

n Every storage location belongs to exactly one plant and every plant accumulates at least one storage location.

n Stock data of all Stock types is available for a storage location in Mobile Sales and Mobile Service (MARD) table. In the customizing process, you can change the subset of these stock types to be displayed in Mobile Sales and Mobile Service.

© SAP AG CR210 5-16

SAP AG 2001



Units of Measurement

l Unit of measurement Information can bemaintained in Mobile Sales/Mobile Servicefor each competitive Product and Service.

l Every product/service has one base unit ofmeasurement.

n Example: Chewing Gum, Unit Piece

l Additionally, a product/service can have onedifferent sales unit for each sales area.

n Example: Sold in packs

l Every product/service can have furtheralternative units of measurement.

n Example: Box containing 10 packs

n Within the Units of Measurement view the user gets information on weight, volume, size and dimension, as well as on height, width and length. This information is sales area independent.

n Additionally a list of alternative units (100 pieces = 1 carton; 200 cartons = 1 pallet) is displayed.

n Sales area specific data is displayed in the relevant measurement detail view. Here all units and quantities that differ between the relevant sales areas will display. By positioning on the relevant sales area entry, the information within this tile will update.

© SAP AG CR210 5-17

SAP AG 2001

v



Bills of Material (BOM)

l A BOM is a structured list of allcomponents that make up a product.

l Product components are known as BOMitems.

l Example:

n Product: PC

n BOM items: all components that are usedto assemble this PC.

l BOMs can be displayed in Mobile Salesand Mobile Service

n A Bill of Material (BOM) is a complete, formally structured list of the components that make up a product.

n BOM information enables service technicians to review product configuration and give detailed information about products and product groups. A BOM is a structured way to group a number of materials in order to maintain a set of materials in the products and services master file with a material number.

n Every BOM has its own material number and can be maintained in R/3.

n The components in a bill of material are known as BOM items. Using the PC example, some BOM items could be the chipset, the sound card, the disc drive, hard disc etc.

n All these BOM items are part of the product and service master; these items have their own material numbers and can be ordered, and are maintained separately from the BOM itself.

n In Mobile Sales and Mobile Service material BOM will be downloaded from R/3 only.

n You cannot modify these Bills of Materials and the corresponding BOM items in Mobile Sales and Mobile Service.

© SAP AG CR210 5-18

SAP AG 2001

Material Master Commonality

l The Material Master (R/3) can bedownloaded to Mobile Sales and MobileService where it is called Products andServices.

l Both offer sales area independent aswell as sales area dependentHierarchies.

l Both use the Classification system.

© SAP AG CR210 5-19

SAP AG 2001

Material Master Differences

l In its first release, Mobile Sales andMobile Service makes use of R/3Material Master functionality that canbe downloaded to the Products andServices component, but:

n You cannot enter, modify or delete ownproducts and services.

n You can enter, modify and deletecompetitor products.

n Mobile Sales and Mobile Service offeradditional relationships of Productsand Services.

n Mobile Sales and Mobile Service makeuse of the classification concept forrelations.

© SAP AG CR210 5-20


Products & Services: Unit Summary


l Describe how Products and Services can behandled in Mobile Service

l Describe the R/3 Download process for productsand services

l Describe how the Mobile Sales and Mobile Serviceconcepts for relationships and classification can beapplied to products and services

l Describe product hierarchies

l Navigate to Products and Services to view detailedproduct information

© SAP AG CR210 6-1


Activity Management

Contents:

l Activity Types

l Calendar Operation

l Relating Activities to other Mobile SalesComponents

l Activity Reports

© SAP AG CR210 6-2


Activity Management: Unit Objectives


l Describe how Mobile Sales and Mobile Servicehelp you support your service activities

l View, enter, and modify all of your Activities andCalendar data

l Apply Mobile Sales and Mobile Service Activityfunctionality to your daily service duties

© SAP AG CR210 6-3

SAP AG 2001




EquipmentEquipment






OverviewOverview


Activity Management: Overview Diagram

© SAP AG CR210 6-4


Activity Management: Business Scenario

l You want to get an overview of today’s activities.

l These activities include the service cases, trainingevents, team meetings, expense report preparation,van stock replenishment etc.

l You would also like to prepare yourself by readingformer sales reports regarding the customer sothat you can support your company’s team-sellingstrategy.

© SAP AG CR210 6-5

SAP AG 2001

Activities

Appointments

Tasks

Activity Types

l In Mobile Service, you canrecord two types of activities:

n Appointments

n Tasks

l Both can be Business orPrivate

n Mobile Service allows you to record two types of activities:

� Appointments

� Tasks

n Both are stored in the same table.

n Both can be related to other Mobile Service components.

n A flag indicates whether an activity is an Appointment or a Task.

n Both activity types can be business or private.

n All Service Documents will display in the calendar view.

© SAP AG CR210 6-6

SAP AG 2001

Appointments

Appointments

l Appointments:

n can involve any employeetask or duty

n must have a fixed start andend date

n typically occur on a specificdate, but can also be longer(e.g. sales event)

n are scheduled anddisplayed in the activityview/calendar

n are typically planned orfixed appointments

n can be recurrent

Activities

Tasks

n For service technicians, typical appointments could be team meetings, training events, replenishment of van stock, etc.

n The entry of Private Appointments (e.g. private dinner) is optional.

n Technical Note: an appointment is an activity with KV_ACTFLAG = TRUE

© SAP AG CR210 6-7

SAP AG 2001

Appointments

Tasks

Tasks

Activities l Tasks:

n are personal- or work-related duties

n are similar to appointments

n can have a start and duedate

n are displayed in the task listin the calendar view

n can become an appointment

n A task for a technician could be the preparation of the monthly expense report. This is a typical task because it has a due date but not a fixed date to carry out this task.

n A task can become an appointment when the technician copies the task into the calendar.

n The entry of Private Tasks (e.g. ‘buy a new tie’) is optional as well.

n Although it is possible to change a task to an appoin tment (copying the task into the calendar), you cannot change an appointment to a task.

n Technical Note: A task is an activity with KV_ACTFLAG = FALSE

© SAP AG CR210 6-8

SAP AG 2001

ContactPersonsContactPersons

Activity

BusinessPartner

BusinessPartner

EmployeesEmployees

Notes

Attachments

Promotion/Campaign

Opportunity

SalesDocument

Relationship of Activities

l An activity can onlybe related to oneBusiness Partner.

l An activity can berelated to multipleContact Persons.

l Multiple employees /service reps can beresponsible for anactivity (one mainresponsible person).

l Many other objectscan be related to anactivity.

n An activity can be related to one business partner. (0:1 relation)

n An activity can be related to mult iple contact persons. (0:n relation).

n Multiple employees/service technicians can be responsible for an activity. (1:n relation. There has to be at least one employee responsible for the activity.)

n Many other objects can be linked to an activity. Note: In contrast to Notes (0:n) and Attachments (0:n), Sales Documents (0:1), Opportunities (0:1) and Promotions & Campaigns (0:1) are own Business Components.

© SAP AG CR210 6-9

SAP AG 2001

l Depending on the activity (appointment or task, business orprivate), some relations are required, while others are notpossible. Customization example:

BusinessAppointment

BusinessTask

PrivateAppointment /

Task

BusinessPartner

Possible Possible Not possible

ContactPersons


Employees Must Must Must

Opportunity Possible Possible Not possible

Campaign Possible Possible Not possible

SalesDocument


Notes Possible Possible Possible

Attachments Possible Possible Possible

ActivityReports

Possible Not possible Not possible

Activities Relationship Rules

n E.g. a business partner can be related to business appointments or business tasks but not to private activities.

n However, each kind of activity must be related to at least one employee who is responsible for the particular activity.

© SAP AG CR210 6-10

SAP AG 2001

Reporting

Calendar

July 2000

Activity Lists

Activity Overview

Products/Services

Business PartnersEmployeesContact PersonsService Documents

Service OrdersService RequestsEquipmentService Contracts

Activity Management Core Components

l Activity Lists

l Activity Overview

l Calendar Management

l Activity Reporting

© SAP AG CR210 6-11

SAP AG 2001

Reporting

Activity Lists

Activity Overview

Products/Services



Activity Lists

Calendar

l In addition to lists in the Activity ManagementComponent of Mobile Sales, activity lists existin related business components in MobileService as well (e.g. Business Partners andContact Persons).

© SAP AG CR210 6-12

SAP AG 2001

Activity Overview

Activity Lists

Products/Services



Activity Overview

Reporting

Calendar

l The whole picture of the activities related to abusiness partner or a contact person might alsobe of interest for the technician in order tosupport the sales colleagues within thecompany’s team selling strategy.

l According to the One Face to the Customerapproach of SAP CRM, company wide activitiesof colleagues and head-office can be seen.

© SAP AG CR210 6-13

SAP AG 2001

Calendar

July 2000

Calendar Management

Activity Lists

Products/Services



Activity Overview

Reporting

l The calendar is the core component for day-to-day activity management.

l The calendar provides a list of an employee’sdaily appointments (completed historicalappointments as well as future planned / fixedappointments).

l Details are shown for the activity highlighted inthe listing.

l A task list can be shown as additionalinformation.

l The calendar is integrated with ActivityReporting

l Integration with MS Outlook is possible.(synchronized locally)

© SAP AG CR210 6-14

SAP AG 2001

Reporting

Activity Reporting: Overview

Activity Lists

Products/Services



Activity Overview

Calendar

l Overviewl Activity Reporting functionality is critical to

sales because:n It is an important source for:

w effort analysis performed by management aswell as by technicians themselvesw information on business partners and contact

persons including soft factors important forcall / visit preparationw detecting possible problemsw information on competitors activities

n Reporting requirements differ significantlybetween industries, countries, andcompanies.

n Important Note: As the daily number of activities per service technician reaches a reasonable number, it is crucial for the acceptance of the system in the field force that activity reporting be performed quickly and efficiently (e.g. pre-filled activity reporting tile).

n Multiple Activity Reports may be required for an activity, e.g. Product Reporting, Subject-related Activity Reporting.

n Soft factors can be captured in a structured way using classifications (add on to activity reporting), as well as unstructured by using notes fields directly on the activity report.

© SAP AG CR210 6-15


Activity Management: Unit Summary


l Describe how Mobile Sales and Mobile Service helpyou support your service activities

l View, enter, and modify all of your Activities andCalendar data

l Apply Mobile Sales and Mobile Service Activityfunctionality to your daily service duties

© SAP AG CR210 6-16

Exercises

Unit: Activity Management

Topic: Activity Management


• Describe how Mobile Service supports managing your service activities.

• View, enter and modify all of your activities and calendar data.

• Apply Mobile Service Activity and Calendar functionality to your daily service duties.

• Change tasks out of your task list to appointments (activities with a fixed start and end date)

You want to get an overview of today’s activities.

These activities include the service cases, training, team meetings, expense report preparation, van stock replenishment etc.

1-1 You want to get an overview about your service cases for APRIL 25TH, 2000. Open the Mobile Service Calendar functionality.

1-1-1 Call up the Calendar submenu within the Service Documents component.

1-1-2 Scroll in the Calendar view and position yourself on the date mentioned above. Why are some of the dates indicated bold and some not?

____________________________________________________________

1-1-3 Please specify the order (500120-##, HITECH-##) on that specific date in more detail:

Notification No.:_________________________

Status:____________________________

Short Text:_________________________

Customer:__________________________

1-1-4 Access the Service Order Overview to view the Order Details via the appropriate hyperlink. Look at the Notification Details in the Service Requests Overview in case a service notification is related to the service order

Close the Mobile Service application.

© SAP AG CR210 6-17

1-2 You want to enter your activity Service Team Meeting on December1st from 8:00am to 10:00am as an appointment in your calendar. Open the Mobile Sales Calendar functionality.

1-2-1 Call up the Daily Calendar submenu within the Activities component.

1-2-2 Scroll in the Calendar view and position yourself on the date mentioned above. Enter the appointment in the Daily Appointments view. Check if the appointment is stored and visible in the Appointment Detail view.

1-2-3 Enter the Activity Details overview of your appointment by the hyperlink Description in order to complete your record. Check the start and end time of your appointment and adjust if necessary. Set the priority to HIGH and change the appointment’s type if appropriate. Fill in some data of your choice for the reason and the objective.

Save your record.

1-2-4 Who is responsible for the activity? Add VERONICA SMITH as well to the responsibles list to remind you to give her a lift to the service team meeting. Thus the activity will also be visible in her Calendar view after the next data exchange (no action necessary!).

Responsible:_______________________________

1-3 You have to complete your travel and expense report by end of this month. Enter this activity as a task in the Daily Calendar submenu within the Activities component.

1-3-1 Select the Tasks view and enter this task into your task list with the description mentioned above. Save your record. Check if all mandatory fields are filled properly.

1-3-2 Access the Activity Details view with the Description hyperlink to complete your record. Fill in some appropriate data of your choice in the fields Reason and Objective. Also set the end date, i.e. due date for this task.

Save your modifications.

1-4 You get the information that you have to hand in your travel and expense report by the last Wednesday of the month. Change the previously entered task into an appointment to accomplish this activity for the same day.

1-4-1 You have to change your task into an appointment. Access the Activity Details view with the Description hyperlink to modify your record.

1-4-2 Activate the Appointment checkbox and adjust the start and end date. Enter a start time and an end time for this activity that will last AT LEAST TWO HOURS (e.g. 10:00AM TO 12:00PM ). Save your modifications!

1-4-3 Return to the Daily Calendar view. The former task should not be visible in the task list. Search in the Calendar view for your new appointment.

© SAP AG CR210 6-18

1-4-4 You found that the report has to be completed by 12:00am. Adjust the start and end time accordingly (e.g. 8:00AM TO 10:00AM) to have some extra time to compile everything properly. Check the impact of your modifications in the Daily Appointment view within the Daily Calendar submenu.

To change a task to an appointment, you can use the Make Appointment button in the Daily Calendar View in the Tasks list. However, keep in mind that this will just add the Task as an Appointment in the Daily Appointments view. The Task remains in the Tasks list until you delete it or use it for other purposes!

© SAP AG CR210 6-19

Solutions

Unit: Activity Management

Topic: Activity Management


• Describe how Mobile Service supports managing your service activities.

• View, enter and modify all of your activities and calendar data.

• Apply Mobile Service Activity and Calendar functionality to your daily service duties.

• Change tasks out of your task list to appointments (activities with a fixed start and end date)

You want to get an overview of today’s activities.

These activities include the service cases, training, team meetings, expense report preparation, van stock replenishment etc.

1-1 You want to get an overview about your service cases for APRIL 25TH, 2000. Open the Mobile Service Calendar functionality.

Open the Mobile Service Calendar functionality to get an overview about your services cases for APRIL 25TH 2000.

1-1-1 Call up the Calendar submenu within the Service Documents component.

Service Documents → Calendar View

1-1-2 Scroll in the Calendar view and position yourself on the date mentioned above. Why are some of the dates indicated bold and some not?

Scroll in the Calendar view to the appropriate month and click once on the date mentioned above. Only dates where activities exist will show as bold.

1-1-3 Please specify the order (500120-##, HITECH-##) on that specific date in more detail.

Write down the required values for the first activity listed in the Daily Activities view. Mark the activity in the Daily Activities view so the Service Document Header view will populate the detailed information for this service activity.

© SAP AG CR210 6-20

1-1-4 Access the Service Order Overview to view the Order Details via the appropriate hyperlink. Look at the Notification Details in the Service Requests Overview in case a service notification is related to the service order


Click once on the Order No. hyperlink to invoke the Service Order Details view. Use the Notifn. hyperlink to access the Notification Details view for additional information related to the service order.


1-2 You want to enter your activity SERVICE TEAM MEETING ON DECEMBER1ST FROM 8:00AM TO 10:00AM as an appointment in your calendar. Open the Mobile Sales Calendar functionality.

Open the Mobile Sales Calendar functionality to enter the activity SERVICE TEAM MEETING FOR DECEMBER 1ST FROM 8:00AM TO 10:00 AM as an appointment in your calendar.

1-2-1 Call up the Daily Calendar submenu within the Activities component.

Activities → Daily Calendar

1-2-2 Scroll in the Calendar view and position yourself on the date mentioned above. Enter the appointment in the Daily Appointments view. Check if the appointment is stored and visible in the Appointment Detail view.

Scroll in the Calendar view and click once on the date mentioned above. Select the Daily Appointments view and enter SERVICE TEAM MEETING as activity description within the 8:00am row. Drag the activity to the specified end time (10:00am). Save the record and check in the Appointment Detail view if the activity record is visible and stored properly.

1-2-3 Enter the Activity Details overview of your appointment by the Description hyperlink in order to complete your record. Check the start and end time of your appointment and adjust if necessary. Set the priority to HIGH and change the appointment’s type if appropriate. Fill in some data of your choice for the reason and the objective.

Save your record.

Use the Description hyperlink to access the Activity Details view. Enter the appropriate data in the fields Start time, End Time, Priority, Reason, and Objective. Save the record.

1-2-4 Who is responsible for the activity? Add VERONICA SMITH as well to the responsibles list to remind you to give her a lift to the service team meeting. Thus the activity will also be visible in her Calendar view after the next data exchange (no action necessary).

Check in the Responsibles view for the default person. Main responsible: SCOTT PARKER-## (Login dependent default)

Mark the Responsibles view and enter a new record. Click the Name field in order to invoke the Employee Choice View through the Choice Button. Start the selection without a search criteria and select VERONICA SMITH. Save your record.

© SAP AG CR210 6-21

Add a new note that Veronica Smith needs a lift to the service team meeting.

Activities → Notes

1-3 You have to complete your travel and expense report by end of this month. Enter this activity as a task in the Daily Calendar submenu within the Activities component.

Enter the activity Travel and Expense report as a task to your task list. Activities → Daily Calendar

1-3-1 Select the Tasks view and enter this task into your task list with the description mentioned above. Save your record. Check if all mandatory fields are filled properly.

Select the Tasks view and make an appropriate entry in the field Description. Check if all mandatory fields are filled and save the record.

1-3-2 Access the Activity Details view with the Description hyperlink to complete your record. Fill in some appropriate data of your choice in the fields Reason and Objective. Also set the end date, i.e. due date for this task.


Use the Description hyperlink to access the Activity Details view. Please enter the requested data in the fields End Date, Reason and Objective.


1-4 You get the information that you have to hand in your travel and expense report by the last Wednesday of the month. Change the previously entered task into an appointment to accomplish this activity for the same day.

Change your task TRAVEL AND EXPENSE REPORT to an appointment for the LAST WEDNESDAY OF THE MONTH.

1-4-1 You have to change your task into an appointment. Access the Activity Details view with the Description hyperlink to modify your record.

Access the Activity Details view via the Description hyperlink in the Tasks list.

1-4-2 Activate the Appointment checkbox and adjust the start and end date. Enter a start time and an end time for this activity that will last at least TWO HOURS (e.g. 10:00am To 12:00am). Save your modifications!

Enter the requested date in the fields Start Date and End Date, Start Time and End Time. Activate the Appointment checkbox and save the record.

1-4-3 Return to the Daily Calendar view. The former task should not be visible in the task list. Search in the Calendar view for your new appointment.

Return to the Daily Calendar through the navigation bar

Activities → Daily Calendar and check if the former task is still visible in the Tasks view. The task disappeared. Cross-check in the Calendar view if the new appointment is visible instead.

© SAP AG CR210 6-22

1-4-4 You found that the report has to be completed by 12:00am. Adjust the start and end time accordingly (e.g. 8:00AM TO 10:00AM) to have some extra time to compile everything properly. Check the impact of your modifications in the Daily Appointment view within the Daily Calendar submenu.

Access the Activity Details view via the Description hyperlink in the Appointment Detail view, and change the content of the fields Start Time and End Time accordingly (e.g. 8:00AM TO 10:00 AM). Within the Daily Appointments view, you can check the new start and end times of your appointment .

To change a task to an appointment, you can use the Make Appointment button in the Daily Calendar View in the Tasks list. However, keep in mind that this will just add the Task as an Appointment in the Daily Appointments view. The Task remains in the Tasks list until you delete it or use it for other purposes!

© SAP AG CR210 7-1


Service Documents

Contents:

l Searching and listing service documents

l Creation of service documents

l Service order and Service detail information

l Supplementary Information of servicenotification

l Service items, error codes and actions

l Equipment detail information

l Service order operations and allocatedcomponents

l Defining the sequence of the servicedocuments.

n After the data exchange, the technician is able to access its service documents on the laptop by using:

� The Inbox to access and view the downloaded data

� The search and list function

� The calendar function

n The management of service document details will be done by accessing and viewing the:

� Service order and service detail information

� Service order operations

� Allocated components for a service order operation

� Supplementary information of the related service notification (Service items, Error codes and Actions)

� Equipment details of a service document equipment (service history, equipment configuration, service contract information)

� Defining the sequence of the service documents

© SAP AG CR210 7-2


Service Documents: Unit Objectives


l Describe the service data exchange process

l Describe how Service Documents are represented inMobile Service

l Access and manage Service Documents

l Create Service Documents

l Access and review Service Order details

l Access the supplementary information of the servicenotification

l Define the sequence of the Service Documents

© SAP AG CR210 7-3

SAP AG 2001




EquipmentEquipment






OverviewOverview


Service Documents: Overview Diagram

© SAP AG CR210 7-4


Service Documents: Business Scenario

l After the regular download of data from the CRMserver to your laptop, you access the servicedocuments assigned to you in the R/3 system by thedispatcher.

l You create a new service document for the client

l You become familiar with the detailed information foreach service document relevant to you in the nearfuture.

l You need supplementary information about the order.

l You have to get familiar with the equipment details.

© SAP AG CR210 7-5


Service Documents: Business Scenario

l You also need to know if a order contains one ormore operations. You will also get a description ofthe operations to be carried out.

© SAP AG CR210 7-6

SAP AG 2001

CUSTOMERSERVICENEED

Service Documents

Overview of Service Documents

l Service documents are super-sets ofservice orders and servicenotifications.

l Service documents are generated onthe CRM server and downloaded toMobile Service or directly created onthe Client.

ServiceOrder

ServiceOrder

ServiceNotification

ServiceNotification



n Service technicians mostly work on the basis of service orders (mostly created w.r.t. one or more service notifications).

© SAP AG CR210 7-7

SAP AG 2001

Service Orders

A service order is a basic documentcontaining a request for a serviceactivity to be performed on amaintenance object at a customersite on a specific date.

ServiceOrder

ServiceOrder

n A service order contains one or more operations that describes the individual work steps.

n A service order may have one or more back-up service notifications and may be applicable for undertaking service activities for one or more customer objects.

© SAP AG CR210 7-8

SAP AG 2001

Service Notifications

A service notification is a basicdocument containing supplementarydata regarding a malfunctioningobject at a customer site.

ServiceNotification

ServiceNotification

n A Service notification can be reported in a structured manner by the use of service items (i.e. the part of the object affected and the symptoms), item causes (i.e. the cause of the problem) and activities (i.e. steps undertaken to solve the problem)

n A service notification may lead to the creation of a service order. Therefore you have to create a service order right away out of its notification on the Mobile Service Client.

© SAP AG CR210 7-9

SAP AG 2001

CreationCreation

PlanningPlanning

ReleaseRelease

SAPMobile Service

SAPMobile Service

Data DownloadData Download

ExecutionExecution

ConfirmationConfirmation

Technical CompletionTechnical Completion

Data UploadData Upload

Billing Billing

SettlementSettlement

ClosingClosing

Service Order Processing

ServiceOrder

ServiceOrder

n The following tasks will be performed within R/3:

� Creation

� Planning

� Release

n The following tasks will be performed by Mobile Service:

� Data download

� Execution

� Confirmation

� Technical completion

� Data upload


� Billing

� Settlement

� Closure

© SAP AG CR210 7-10

SAP AG 2001

Creation

Release

Planning

Data Download

Execution

Confirmation

Technical Completion

Data Upload

Billing

Settlement

Closing

SAPMobile Service

SAPMobile Service

Service Order Functions

ServiceOrder

ServiceOrder

The Service order has the following functions:

n Planning services such as repair, servicing and inspection activities, installation and modification

n Description of work to be performed

n Resource planning: internal and external employees, materials and tools

n Scheduling for execution

n Support of execution and monitoring

n Order download / data exchange of information relevant for service order execution

n Documentation of work progress using status management and completion of operations

n Data upload / confirmations of times, material withdrawals, goods receipts and billing documents

n Settlement of expenses incurred as a result of the order

n Internal: Settlement of costs and revenues to controlling objects or to a contract

n External: Billing of expenses to a customer

© SAP AG CR210 7-11

SAP AG 2001

Order HeaderOrder HeaderOrder Header

Order OperationsOrder OperationsOrder Operations

Object ListObject List

Order Structure

n Order addressn Contact personn Main equipmentn Descriptionn Statusn Priorityn Scheduled datesn Accounting indicatorn Main technician

n Descriptionn Splitn Responsible techniciann Estimated and actual workn Flag for partial confirmation

n Applicable serviceitems

n Related servicenotifications

n Components

n Consumed Material

n Time Confirmation

ServiceOrder

ServiceOrder

A service order is structured as follows:

n Order header comprising order address, contact person, main equipment (reference object), description, status, priority, scheduled dates, accounting indicator and main technician.

n If the order applies to several service items, these will be visible in the object list.

n If the order is related to several notifications, these will also appear in the object list.

n The order contains one or more operations. These are individual work steps that are executed by the technicians. Each operation is assigned to one technician.

n An order operation contains the description (text), the responsible technician, the scheduled dates, the estimated and actual work and a flag for partial confirmation.

n For each operation, the technician can perform one or multiple time confirmations.

n Components are needed materials allocated to one operation. These components are either spare parts or tools necessary to carry out the operation.

n Allocated components are represented by the material number, the material type, the material description, the material group and the quantity.

© SAP AG CR210 7-12

SAP AG 2001

Billing Billing

SettlementSettlement

ClosingClosing

SAPMobile Service

SAPMobile Service

Create Service OrderCreate Service Order

ExecutionExecution

ConfirmationConfirmation

Technical CompletionTechnical Completion

Data UploadData Upload

On-site Service Order creation

EmergencyServiceRequest


On siteService Order

creation

On siteService Order

creation

Mobile Service scenario:

n In emergency cases a service order will be created on customer site.

n Creating a service order out of a service notification is possible

n After the execution, confirmation, and technical completion, an upload to R/3 ensures that all order data will be transferred.


� Billing

� Settlement

� Closure

© SAP AG CR210 7-13

SAP AG 2001

Order StatusOrder StatusOrder Status

Operation StatusOperation StatusOperation Status

Order and Operation Statuses

ServiceOrder

ServiceOrder n Released

n Dispatched to techniciann Openn Acceptedn Rejectedn New dispatch necessaryn Partially confirmedn Finally confirmed

n Releasedn Openn Partially confirmedn Finally confirmed

n Mobile Service provides statuses on service order and operation levels.

n Mobile Service and R/3 will use common statuses synchronized by the Middleware up- and download (BAPI for system statuses) and a specific interlinkage table for additional user statuses.

n The status informs the back office about the current status of a service order (on the technician‘s laptop).

n The status management for one or multiple service orders will be performed by the technician within a special tile set of Mobile Service.

n A status can impose certain restrictions on the further processing of a service order. E.g. a service order cannot be closed unless all operations are confirmed.

© SAP AG CR210 7-14

SAP AG 2001

MECHANICS

Service Work Center Hierarchy

Parker

Turner

SmithService Work

CenterMechanic 1:

Service Work Center

Mechanic 1:

Parker

Assignment of Technician to a Service Order in R/3

ServiceOrder

ServiceOrder

n Mobile Service assumes that only one technician is assigned to one work center because only technicians/work centers can be assigned to one service order.

n There could be hierarchies of work centers maintained in the R/3 system.

Example:

Work center Service

Work center Hotline

Work center Dispatch

Work center Technicians

Work center Technician Mr. Turner

Work center Technician Mr. Parker

n Only the last mentioned personified work centers can be assigned to a service order.

© SAP AG CR210 7-15

SAP AG 2001

OLTP R/3OLTP R/3

ServiceTechnician

Mobile ServiceData ExchangeData Exchange

Data Exchange

l Service documents (and dependent data) will be downloaded tothe technicians’ laptop through a data exchange mechanism.

l The frequency of data exchange depends heavily on the handlingof service calls in an organization.

l To guarantee a permanent update of data on the laptop and in theR/3 system, a regular data exchange is crucial.

n Usually the technician will trigger the data exchange once or twice a day (in the morning/evening).

n In emergency cases, additional data exchange could happen at any time.

n A frequent data exchange is crucial to ensure the data synchronization with the CRM Middleware Server, the other Mobile Service User and the OLTP-R/3-System.

n The technician is not forced to activate the exchange (e.g. not necessary when he works on one specific order for the next few days).

© SAP AG CR210 7-16

SAP AG 2001

Inbox

The Inbox provides a set ofobjects that are new to theuser’s laptop. For example:

n service documents

n mailings

n customers

n equipment

n The technician can manage a service document from the list available in the inbox.

© SAP AG CR210 7-17

SAP AG 2001


Calendar

Search

Status Management

Search and List functionality (I)

Use Search to:

l display all of your documents

l Sort, group and filter theservice documents on yourown preferences

n In general, users can invoke the list functionality for the service documents to get a complete list of the service documents assigned to them. The sequence of the document list display can be set as per some pre-defined sorting index (usually a combination of document status and document reference date). The user can proceed to manage a service document from this point.

n Moreover, the user can employ the search functionality to obtain a specific service document or a list of service documents based on the user specified search parameters (e.g. document status, document reference date, priority of execution, customer, customer object etc.). With the results from the search functionality, the user can proceed to manage a service document.

© SAP AG CR210 7-18

SAP AG 2001

Management of Service Document Details

l Equipment details

l Supplementary information fornotification data

l Order operationsl Checking affected equipment

under Service contract

n Within these topics, technicians gathers detailed information on every service document they are interested in.

© SAP AG CR210 7-19

SAP AG 2001

Supplementary Information

l Notification detail informationl Service itemsl Defects and causesl Actions undertaken

ServiceNotification

ServiceNotification

n The service notification provides supplementary data for the technician--basically data on the malfunctioning equipment and the service request report given to the the service hotline.

n The notification details information contains data such as the notification number, the type, the status, the priority, the customer address, the functional location, the affected equipment, a description text (and long text), the malfunctioning dates, the desired start and the suggested main technician.

n Service items might already have been identified in the pre-clarification phase in the back office. A separate list provides the technician information about the object group, the object code, the item text, the problem group and the problem code for each service item. This data is based on the catalog data from the R/3 system that is also available on the laptop.

n For an item, specific defects and causes might already have been identified in the pre-clarification phase in the back office. The technician can view them in a separate list comprising the cause group and the cause code. This data is based on the catalog data from the R/3 system that is also available on the laptop.

n For an item, specific actions might already have been undertaken in the pre-clarification phase in the back office. The technician can view them in a separate list. The technician obtains data about the action group, the action code and the action text. This data is based on the catalog data from the R/3 system that is also available on the laptop.

© SAP AG CR210 7-20

SAP AG 2001

EquipmentEquipment

Equipment Details

l Object information

l Equipment detail informationl Equipment business partner

l Equipment configuration data

l Service history

n A piece of equipment is an individual object that is to be served as an autonomous unit.

n The equipment of a service order is either maintained as main equipment in the detailed order information or listed as additional affected equipment in the object list (object information) of the relevant service order.

n This object list is literally a list of objects (e.g. piece of equipment, service notifications) that are assigned to a service order.

n The equipment detail information includes such data as equipment no., serial no., model no., equipment description, equipment type, customer data and a possible superior equipment to the positioned one.

n You can also view the equipment business partner examine the Sold-to party, Ship-to party, Bill-to party, etc.)

n The equipment configuration data comprises characteristics and the respective values for this equipment, e.g. the software version used for a computer (characteristic: software/value: version #).

n Within the service order history, the technician learns about previous service orders and notifications to the affected equipment. For each equipment, an overview of historic service documents is available. The overview contains the document number, date, description and assigned technician. For a detailed look into the history on one service document, the document confirmation data is also available.

© SAP AG CR210 7-21

SAP AG 2001

Order Operation DetailsOrder Operation DetailsOrder Operation Details

Allocated ComponentsAllocated ComponentsAllocated Components

Order Operation

n Descriptionn Responsible techniciann Scheduled datesn Estimated and actual workn Flag for partial confirmation

n Spare partsn Necessary tools

ServiceOrder

ServiceOrder

n The order contains one or more operations that are individual work steps to be executed by the technicians. Each operation is assigned to one technician.

n An order operation contains the description (long text), the responsible technician, the scheduled dates, the estimated and actual work and a flag for partial confirmation.

n Components are needed materials allocated to one operation. These components are either spare parts or tools necessary to carry out the operation. While creating the service document, additional material components may be necessary to fix the problem at the customers’ site. Therefore, components can be allocated to order operations. They have to be sent to the technician. The component overview provides the necessary information.

n Allocated components are represented by the material number, the material type, the material description, the material group and the quantity.

© SAP AG CR210 7-22

SAP AG 2001

Operation Splits

Operation

assigned toWorkcenter

and Technician

Operation

assigned toWorkcenter

and Technician

Split nassigned to

Technician A

Split n + 1assigned to

Technician B

n Split operations for capacity planning

n One order can include several operations.

n On the OLPT Site, each operation can be split.

n Each split can be assigned to an individual technician

n Time confirmation is available on split level

© SAP AG CR210 7-23

SAP AG 2001

Equipment under Service Contract

EquipmentEquipment AssignmentAssignment

l Checking affected equipment under Service contract

ServiceContrac

t

ServiceContrac

t

ServiceOrder

ServiceOrder

n The equipment could be covered under a number of service contracts.

n The service order is only related to one service contract.

© SAP AG CR210 7-24

SAP AG 2001

l Defining order

l Finding contact

l Printing a daily plan

Defining the Sequence of Service Documents

n Technicians can be given authorization to change the sequence of orders (equal to re-scheduling of orders).

n In some service organizations, only the dispatcher in the office defines the order date and time; the technician is not free to change anything.

n In other cases, technicians are asked to organize and optimize their daily schedule. Sometimes, only a rough date without time information has been scheduled (especially in the case of preventive maintenance orders)

n The last step of preparation before visiting the first customer could be a printout of the service documents that are due for the current day. This helps if the technician is not able to carry the laptop on the customer site (e.g. the equipment surrounding, e.g. dust, humidity and temperature, isn’t appropriate to operate the laptop.

n The printout contains the relevant data for each document (i.e. date and time information, location/address, equipment data, contact person, and problem descriptions…). For the printout, a template will be used to display the data in a user-friendly way.

© SAP AG CR210 7-25


Service Document: Unit Summary


l Describe the service data exchange process

l Describe how Service Documents are represented inMobile Service

l Access and manage Service Documents

l Access and review Service Order details

l Access the supplementary information of theservice notification

l Define the sequence of the Service Documents

© SAP AG CR210 7-26

Exercises

Unit: Service Document

Topic: Management of Service Documents


• Explain the data exchange procedure

• Describe how service documents are represented in Mobile Service

• Explain how to access and become familiar with the service order details (order operations, allocated components, object information etc.)

• Outline how to access the additional information in the service notification

• Explain the relevance of service contract information within a service document

After the regular download of data from the Mobile Service server, you access the service documents that were assigned to you in the R/3 system by the dispatcher.

You have to become familiar with the service document details relevant to you for the next day.

1-1 The data exchange component is the data link between your laptop and the R/3 system.

1-1-1 Why is a regular data exchange important for you and the back office?

____________________________________________________________

____________________________________________________________

____________________________________________________________

1-1-2 Which data is generally transferred?

____________________________________________________________

____________________________________________________________

____________________________________________________________

© SAP AG CR210 7-27

1-1-3 What are the necessary requirements for transferring a service document to your laptop? You have to fulfill all of the requirements. (Think of the service order process)

1.__________________________________________________________

2.__________________________________________________________

3.__________________________________________________________

4.__________________________________________________________

1-2 Mobile Service introduced a concept called Service Documents.

1-2-1 Briefly explain the idea behind this concept.

____________________________________________________________

____________________________________________________________

____________________________________________________________

1-2-2 Call up the search and list functionality within the Service Documents component and search for your service documents with the status Open.

1-2-3 Access the service order detail overview by the Order No. hyperlink for order no. 500120-##

1-3 The service order detail overview offers you the most important information about your current service case. Use hyperlinks as well.

1-3-1 Specify the following:

Order status:_________________________

Priority:_____________________________

Contact Person:_______________________

Desired Start:_________________________

1-3-2 Find out whether more than one piece of equipment is affected in this service case?

____________________________________________________________

1-3-3 Does a service notification exist beside the service order that could give you additional information?

____________________________________________________________

1-3-4 You probably have to call the contact person for the customer in order to confirm your arrival before you leave the prior customer. Find out about possible contact persons and their phone numbers.

Contact person’s name: __________________________

Contact person’s phone number:___________________

© SAP AG CR210 7-28

1-3-5 The equipment might be under warranty so the customer does not have to pay for your services. Specify the following:

Warranty begin date:_______________________

Warranty end date:_________________________

1-3-6 If applicable, check the main technician’s employee data. You may not be the main technician, but you have to lend support within this service case. Find out the technician’s telephone number in case you have to continue the work or if any questions occur.

Colleague’s phone number:__________________________

1-4 Now you have to become familiar with any operations that you have to carry out in detail.

1-4-1 Access the order operation detail overview by the Operation No. hyperlink for operation no. 0010.

1-4-2 How many operations have to be carried out for the service order?

Amount:____

1-4-3 Specify for operation no. 0010 the following:

Description:______________________________

Estimated work:___________________________

1-5 For each operation, multiple allocated components (i.e. reserved materials to carry out the operation) can be stored.

1-5-1 How many allocated components exist for operation no. 0010?

Amount:____

1-5-2 What is the necessary quantity for material no. R-1150-##?

Quantity:____

1-5-3 Access the product and services component (material master) by the material no. hyperlink for material no. R-1150-## to find out if a technical description is available (Note or Attachment) for the exchange procedure.

____________________________________________________________

1-5-4 Check which materials (e.g. variants under submenu Relationships) can be substituted for this material. Possibly an older variant is in operation at the customer site.

____________________________________________________________

1-6 In addition, you need to know about the technical objects (equipment) involved in this service case. There might be more than one technical object involved beside the main equipment.

1-6-1 Call up the Object Information submenu within the Service Order component.

1-6-2 How many technical objects are related to the service order?

© SAP AG CR210 7-29

Amount:____

1-6-3 Specify the construction year and month of equipment no. 10003562-##.

Year:____________ Month:___________

1-7 How many operations are assigned to the service order?

Quantity: ___________

1-8 The split flag in tile Operations indicates that the appropriate operation is split in several sub-operations.

1-8-1 View the split list of Operation 10. Are there splits assigned to that operation?

_________________________________

1-9 You have to work on equipment that is part of an installation. You need information about this installation (installed base) and the equipment. Enter the equipment component. Search for the equipment with the number 10003562-## and follow the hyperlink.

1-9-1 What’s the description of that equipment?

___________________

1-9-2 Which business partner is assigned to the equipment?

___________________

1-9-3 Where is the equipment located?

___________________

1-9-4 Is there any classification data available?

___________________

1-9-5 To perform your work, it may be useful to know the object’s service history. Is there any information available?

___________________

1-9-6 Choose tileset Installed Base to view the installation that embraces the equipment.

1-10 Check any additional information to the service order by accessing related notifications.

1-10-1 Search the notification NO. 200000343-## and select the related order. Click on the submenu Additional Info in the Service Order component.

© SAP AG CR210 7-30

1-10-2 Specify the following notification details:

Short text:______________________________

Malf. Start:_____________________________

Reported by:____________________________

Reported date:___________________________

1-10-3 How many service items were already entered in the pre-clarification that was done in the back office?

Amount:____

1-10-4 Is there an attachment available for

a) our service order?

b) our notification?

1-11 Check to see if the current service order is related to a service contract. This might influence whether the customer will be charged for your services or not.

1-11-1 Call up the Overview submenu within the Service Order component.

1-11-2 Search for the service contract no. and service contract item.

© SAP AG CR210 7-31

Solutions

Unit: Service Document

Topic: Management of Service Documents


• Explain the data exchange procedure

• Describe how service documents are represented in Mobile Service

• Explain how to access and become familiar with the service order details (order operations, allocated components, object information etc.)

• Outline how to access the additional information in the service notification

• Explain the relevance of service contract information within a service document

After the regular download of data from the Mobile Service server, you access the service documents that were assigned to you in the R/3 system by the dispatcher.

You have to become familiar with the service document details relevant to you for the next day.

1-1 The data exchange component is the data link between your laptop and the R/3 system.

1-1-1 Why is a regular data exchange important for you and the back office?

A regular data exchange is crucial to ensure the data synchronization between the Mobile Service Server, other Mobile Service users and the R/3 system. Otherwise data inconsistency can occur, e.g. the technician does not immediately perform the data exchange after vacation and hence does not receive newly assigned service documents.

1-1-2 Which data is generally transferred?

In general, all data that is assigned for him on basis of the defined replication rules for the Mobile Service Server. After an initial data setup of the laptop, only net field communication takes place for new, modified or deleted data. Data is both received and sent within one data exchange procedure.

© SAP AG CR210 7-32

1-1-3 What are the necessary requirements for transferring a service document to your laptop? You have to fulfill all of the requirements. (Think of the service order process)

Here are the compulsory requirements for a service order transfer to the laptop:

1. The service order was created in the R/3 system.

2. The assignment of the respective work center / technician has taken place.

3. The service order in the R/3 system was set to the status released.

4. The data exchange procedure was carried out successfully.

1-2 Mobile Service introduced a concept called Service Documents.

1-2-1 Briefly explain the idea behind this concept.

Service documents are super-sets of service orders and service notifications that can be related. They are listed in Mobile Service in one table so that the technician does not have to distinguish between a service order and a related service notification that describe the same service case. In addition, the navigation (search and list functionality) is so much easier to use.

1-2-2 Call up the search and list functionality within the Service Documents component and search for your service documents with the status Open.

Service Documents → Search

First, click on the Choice button to enter the value OPEN in the Search field, and then click the Search button to start the selection.

1-2-3 Access the service order detail overview by the Order No. hyperlink for order no. 500120-##

Select the blue underlined field Order No. 500120-## and click once.

1-3 The service order detail overview offers you the most important information about your current service case. Use hyperlinks as well.

Select the service order detail overview (Service Order → Overview). Make use of the hyperlinks to specify the required data.

1-3-1 Specify the following:

Order status:_________________________

Priority:_____________________________

Contact Person:_______________________

Desired Start:_________________________

Write down the required information. Keep in mind that some field descriptions might be abbreviated.

1-3-2 Find out whether more than one piece of equipment is affected in this service case?

The Mult. Equip. checkbox appears activated if multiple pieces of equipment are related to the service order. These pieces of equipment are visible in the Equipment List.

© SAP AG CR210 7-33

1-3-3 Does a service notification exist beside the service order that could give you additional information?

The Additional Info checkbox indicates at least one notification related to the service order if it is activated. These notifications are also visible in the Equipment List.

1-3-4 You will probably have to call the contact person for the customer in order to confirm your arrival before you leave the prior customer. Find out about possible contact persons and their phone numbers.

Make use of the Customer hyperlink to access the Business Partner Overview. Choose the appropriate contact person and click the Last Name hyperlink to invoke the Contact Persons Overview. Write down the content of the fields Name, First Name and Phone.

1-3-5 The equipment might be under warranty so the customer does not have to pay for your services.

Use the Main Equipt hyperlink to access the Equipment Details Overview. Note the content of the fields Warranty Begin and Warranty End.

1-3-6 If applicable, check the main technician’s employee data. You may not be the main technician but you have to lend support within this service case. Find out the technician’s telephone number in case you have to continue the work or if any questions occur.

Search for the equipment No. 10003562-## (Equipment → Search). Use the Main Tech. hyperlink to access the Employee Overview. Write down the contents of the Telephone field. Return to the Service Order Overview.

1-4 Now you have to become familiar with any operations that you have to carry out in detail.

You have to have at least one operation for a service order. (Service Documents à search) Select order 500120-## (Service Orders → Operations)

1-4-1 Access the order operation detail overview by the operation no. hyperlink for operation no. 0010.

Click on the hyperlink Operation No. for operation no. 0010 in the Order Operations view.

1-4-2 How many operations have to be carried out for the service order?

Write down the amount of the listed data sets in the Order Operations view.

1-4-3 Specify for operation no. 0010 the following:

Select the order operation 0010 in the Order Operation view to populate the appropriate Operation Details. Write down the contents of the Description and Est. Work. fields.

1-5 For each operation, multiple allocated components (i.e. reserved materials to carry out the operation) can be stored.

You find the allocated Components listed in the Operations submenu.

1-5-1 How many allocated components exist for operation no. 0010?

Write down the amount of the listed data sets in the Allocated Components view for operation no. 0010.

© SAP AG CR210 7-34

1-5-2 What is the necessary quantity for material no. R-1150-##?

Write down the content of the field Quantity for material no. R-1150-##.

1-5-3 Access the product and services component (material master) by the Material No. hyperlink for material no. R-1150-## to find out if a technical description is available (Note or Attachment) for the exchange procedure.

Click on the Material No. hyperlink for material no. R-1150-## to access the Products/Services component. Access the submenu Notes (Product/Services → Notes) or Attachments (Product/Services → Attachments) to find a possible technical description.

1-5-4 Check which materials (e.g. variants under submenu Relationships) can be substituted for this material. Possibly an older variant is in operation at the customer site.

Check in the Relationships submenu (Product/Services → Relationships) within the Product Relation view for any products that can be substituted for this material. Expand the tree structure and position on the IS SUBSTITUTE FOR PRODUCT level.

1-6 In addition, you need to know about the technical objects (equipment) involved in this service case. There might be more than one technical object involved beside the main equipment.

You will find in the Equipment List (could be as well named Object List) all technical objects (equipment) related to a service order.

1-6-1 Call up the Object Information submenu within the Service Order component.

Service Orders → Object Information

1-6-2 How many technical objects are related to the service order?

Write down the amount of the listed data sets in the Equipment List.

1-6-3 Specify the construction year and month of equipment no. 10003562-##.

Select the Equipment no. 10000498 in the Equipment List to populate the appropriate Equipment Details. Write down the contents of the Constr. and Yr/MM fields

1-7 How many operations are assigned to the service order?

Service orders -à Operations

All operations are listed in the Order Operations tile.

1-8 The split flag in tile Operations indicates that the appropriate operation is split in several sub-operations.

1-8-1 View the split list of Operation 10. Are there splits assigned to that operation?

Service orders -à Operations split -à Operation Split list

© SAP AG CR210 7-35

1-9 You have to work on equipment that is part of an installation. You need information about this installation (installed base) and the equipment. Enter the equipment component. Search for the equipment with the number 10003562-## and follow the hyperlink.

By using the business component equipment, the service technician can view valuable Information concerning the technical object/equipment that’s on malfunction including his installed base and service history.

1-9-1 What’s the description of that equipment?

Equipment à search (enter the appropriate equipment number or get all equipments listed) à equipment list. There you’ll find the desired piece of equipment. To see details concerning this, just click the appropriate hyperlink. Now you are located in Equipment – Overview tileset. Write down the desired information after examining the Equipment Details tile.

1-9-2 Which business partner is assigned to the equipment?

Equipment à search à equipment list. Enter the Equipment Overview tileset by choosing the right Equipment number. You’ll find the requested information in tile Equipment Business Partner.

1-9-3 Where is the equipment located?

Beside the Equipment Business Partner tile, there is a tile called Business Partner Address.

1-9-4 Is there any classification data available?

Change to the Classification tileset.

1-9-5 To perform your work, it may be useful to know the object’s service history. Is there any information available?

Change to the Service History tileset to get an overview of what already has been done with that particular piece of equipment. (In this case you do not find a service history)

1-9-6 Choose the Installed Base tileset to view the installation that possesses the equipment.

Change to the Installed Base tileset.

1-10 Check any additional information to the service order by accessing related notifications.

The service notification details are represented in Mobile Service as additional information.

1-10-1 Search for notification No.200000343-## and select the related order. Click on the submenu Additional Info in the Service Order component.

Service Documents → Search (Select the related Order 5000120-##) Service Orders → Additional Info

Select notification no. 200000343-## in the Object List to move the required data into the Notification Details view.

© SAP AG CR210 7-36

1-10-2 Specify the following notification details.

Write down the notification details Short text, Malf. Start, Reported By and Reported On.

1-10-3 How many service items were already entered in the pre-clarification that was done in the back office?

Write down the amount of the listed data sets in the Service Items view.

1-10-4 Is there an attachment available for

a) our service order?

b) our notification?

Attachments can be assigned to all kinds of service documents.

a) To display an attachment that is assigned to a service order, choose the Attachment tileset in Navigation service order. (In this case you do not find attachments)

b) In order to display an attachment that is assigned to a service notification, choose Attachment tileset in Navigation service request. (In this case, you do not find attachments)

1-11 Check to see if the current service order is related to a service contract. This might influence whether the customer will be charged for your services or not.

A service order can be related to one service contract.

1-11-1 Call up the Overview submenu within the Service Order component.

Service Orders → Overview

1-11-2 Search for the service contract no. and service contract item.

You will find the contract and item number in the content of the SC and Ref. fields.

© SAP AG CR210 8-1


Backreporting

Contents:

l Execution of service activity

l Closing a service activity

l Material confirmation

l Time confirmation

l Technical backreporting

l Printing a service receipt

l Status management

l Order escalation

l Creation of a service document

© SAP AG CR210 8-2


Backreporting: Unit Objectives


l Complete a service document

l Perform the time and material confirmation

l Enter serviced items, error codes and actionsundertaken within the technical backreporting

l Escalate a service document

l Describe the status management features

l Describe the basic feature and functionality of thedata upload

© SAP AG CR210 8-3

SAP AG 2001



Service DocumentService Document

EquipmentEquipment






OverviewOverview

Activities & CalendarActivities & Calendar Course Wrap-upCourse Wrap-up

Backreporting: Overview Diagram

© SAP AG CR210 8-4


Backreporting: Business Scenario (1)

l After managing your service documents, you arenow able to start his work on the servicedocuments for the day.

l When you are on site, you will compare the servicedocument information with the situation found atthe customer.

l Within the confirmation of a service document, youwill assign all materials consumed to the servicedocument.

l In order to complete the service document, you willcreate a time confirmation.

© SAP AG CR210 8-5


Backreporting: Business Scenario (2)

l Within the technical backreporting, you will enterthe service items and the related error codes andactions undertaken from the catalog data.

l You print out a service receipt for the customer andset the status of the service document to complete.

l If you can’t complete the service document, you willescalate the service order.

l Finally, you upload the entered data to inform theback office about your current service activities.

© SAP AG CR210 8-6

SAP AG 2001

Material Confirmation

UnplannedMaterial

Withdrawal

UnplannedMaterial

Withdrawal

PlannedMaterial

Withdrawal

PlannedMaterial

Withdrawal

MaterialConfirmation

MaterialConfirmation

Material Confirmation:

n The technician confirms all the materials used to carry out the service activity. Those could be planned materials (according to prior material allocation) or unplanned materials. The used materials will be part of invoicing later on. However, the technician can decide on the material level whether the materials are subject to billing or not.

Planned material withdrawals:

n In the case of a planned material consumption, a choice in addition to the prior allocated components is available. Through a transfer mechanism, you can easily copy already planned material positions to the section where the technician has to enter all the materials consumed during the service activities.

n The actual quantity of a used material might differ from the reserved quantity. In that case, the technician can make the appropriate change afterwards.

Unplanned material withdrawals:

n If a material needed has not been reserved before, a choice over the material master is offered. Through various selection criteria over the material master the user can generate an appropriate material list to identify the consumed material he has taken out of the stock.

n On basis of the material list, you can select the appropriate material(s). You have to add the used quantity manually.

© SAP AG CR210 8-7

SAP AG 2001

Travel TimeTravel Time Confirmation InfoConfirmation InfoConfirmation Info

Time Confirmation

TimeConfirmation

TimeConfirmation

nn Confirmation textConfirmation text

nn Confirmation long-textConfirmation long-text

nn Activity typeActivity type

nn Work start and end timeWork start and end time

nn Break timeBreak time

nn Actual work timeActual work time

nn Remaining work timeRemaining work time

Work TimeWork Time

n As part of the commercial completion (subject to invoicing), you can assign the time spent to carry out the service activity. Usually two different types of time will be entered: Travelling time and working time. Additionally, a difference exists between normal time and overtime. All those times reflect different costs. They are stored separately by using different activity types. Similar to the material confirmation, the technician can decide which times will be invoiced to the customer.

n The order contains one or more operations that are individual work-steps to be executed by the technicians. Each operation is assigned to one technician. An order operation contains the description (long text), the responsible technician, the scheduled dates, the estimated and actual work and a flag for partial confirmation.

n For each of the operations, multiple time confirmations are possible. To create a time confirmation for a particular operation the technician has to mark the respective operation in the operation list and has to enter the confirmation text, the confirmation long-text, the activity type, and the work start and end time. Additionally, the break time, the actual work time, and the remaining work time have to be entered

n Through the time confirmation, an automatic operation confirmation will be carried out simultaneously.

n The confirmation number will be generated and is not editable. The technician and the confirmation date will be defaulted.

© SAP AG CR210 8-8

SAP AG 2001

Task Management

TaskManagement

withnotification

TaskManagement

withnotification

On notificationlevel

On notificationlevel

On notificationitem level

On notificationitem level

Task Management

n Ability to create service tasks on-site

n Tasks are possible on notification level and on notification item level

n Easily navigated with predefined codes / catalogs

© SAP AG CR210 8-9

SAP AG 2001

Service Notification Functions

Functions:

l Entry of incoming customer service requests

l Access to information on

n customer

n serviceable items

n contracts

n warranties

l Initiation and monitoring of follow-up actions

l Technical completion confirmation ofservices (backreporting) in Mobile Service

l Documentation

ServiceNotification

ServiceNotification

n Entry of incoming customer service requests. Principally, service notifications will be created in the R/3 system. In case a technician is needed on the customer site to perform any service activities the customer requests, often a service order is created.

n Access to information on customer, serviceable items, contracts, and warranty information provided within the R/3 as well in the Mobile Service system.

n Initiation and monitoring of follow-up actions done in the R/3 system.

n Technical completion confirmation of services (backreporting) executed within Mobile Service.

n Documentation completed in the R/3.

n You should bear in mind that a service notification cannot record costs and revenues.

© SAP AG CR210 8-10

SAP AG 2001

Service Notification Types

Notification Types:

l Problem notification

n A customer requests for a service.

l Activity report

n Entry of a service activity after the service hasbeen performed.

l Service request

n General request for a service-related activity.

l Other types can be freely defined

ServiceNotification

ServiceNotification

In the standard system, the following service notification types have been defined:

n Problem notification: the customer calls, sends a fax or a letter requesting a service activity. This is the type Mobile Service, which the technician’s work will base on.

n Activity report: a service activity that has already been performed and related technical findings are entered in the system.

n Service request: in order to improve customer service, an entry is made in the system by, for example, a sales person or a service technician.

n Other service notification types can be defined as required using customizing functions. The screen layout, reference objects and so on, can be determined individually for each notification type in R/3.

© SAP AG CR210 8-11

SAP AG 2001

nn Reference objectReference object

nn Contact person /Contact person /customercustomer

nn DescriptionDescription

nn Data required toData required tocomplete thecomplete thenotificationnotification

HeaderHeader

nn Object groupObject group

nn ObjectObject code code

nn ProblemProblem group group

nn ProblemProblem code code

ItemsItems

nn ActionAction group group

nn ActionAction code code

nn ActionAction text text

ActivitiesActivities

nn Cause groupCause group

nn CauseCause code code

CauseCause

Service Notification Structure

ServiceNotificationStructure

ServiceNotificationStructure

A service notification can comprise the following elements:

n Header: contains the reference object (e.g. equipment to which the notification refers). It also contains information on the contact person or customer, descriptive texts, and additional data required to carry out the notification (notification priority, deadlines, department in charge).

n Service items: can be assigned to the notification header. Service items might already have been identified in the pre-clarification phase in the back office. A separate list provides the technician information about the object group, the object code, the item text, the problem group, and the problem code for each service item. This data is based on the catalogue data from the R/3 system which is available as well on the laptop to enter additional data..

n Activities: are used to enter and describe the service tasks that have been performed. For an item, specific actions might already have been undertaken in the pre-clarification phase in the back office. The technician can view them in a separate list. The technician obtains data about the action group, the action code and the action text. This data is based on the catalog data from the R/3 system that is available as well on the laptop to enter additional data.

n Causes: contains the cause groups and cause codes for the serviced item. For an item, specific defects and causes might already have been identified in the pre-clarification phase in the back-office. The technician can view them in a separate list comprising the cause group and the cause code. This data is based on the catalog data from the R/3 system that is available as well on the laptop to enter additional data..

© SAP AG CR210 8-12

SAP AG 2001

Object part Cause of damage

Damage/problem Material confirmation

Code

Code-gruppe

CatalogCatalog

Code-Code-groupgroup

CodeCode

DamageDamage--CatalogCatalog

MechanicalMechanicalDamageDamage

CodeCode010010 Corrosion Corrosion020 Broken020 Broken glass glass030030 Defective motor Defective motor.. .... ..

CatalogCatalog

Catalog StructureCatalog Structure ExampleExample

Catalogs

CatalogsCatalogs

n Catalog data like object parts, tasks, cause of damage / problem, actions and material are available

n Predefined catalogs are provided

n Creation of individual catalogs in R/3 and downloaded to the Mobile Client

n Easy and efficient way to report valuable information on the client

n Use catalog functionality for reporting and analysis purposes in R/3- and Business Warehouse System

© SAP AG CR210 8-13

SAP AG 2001

Technical Backreporting

Technical backreporting:

l Details of activities related to a service orderare reported after the order is completed.

l The malfunctioning can be reported in astructured manner by the use of

n Service items

n Defects and causes

n Actions undertaken

TechnicalBackreporting

TechnicalBackreporting

n Technical backreporting information can be used for quality assurance purposes. Technical backreporting mostly refers to an existing notification (extension of notification data). If a technician works only on the basis of a service order without an attached notification, a notification header is created by the system.

n Service items might already have been identified in the pre-clarification phase in the back office. A separate list provides the technician with information about the object group, object code, item text, problem group, and the problem code for each service item. This data is based on the catalog data.

n New notification items and problem descriptions can be entered in the overview list.

n For an item, specific defects and causes might already have been identified in the pre-clarification phase in the back office. The technician can view them in a separate list comprising the cause group and the cause code. This data is based on the catalog data.

n For each item, codes for defects and causes can be assigned.

n For an item, specific actions might already have been undertaken in the pre-clarification phase in the back office. The technician can view them in a separate list. Data about the action group, the action code and the action text is based on the catalog data.

n If the technicians have performed activities concerning this notification, they can enter those activities.

n The technician has to check the data already being entered by the back office. There might be differences between the customer description of the malfunction and the actual situation on site.

© SAP AG CR210 8-14

SAP AG 2001

Service Receipts

l The technician can print a service receipt forthe customer that contains:

n time spent on the service call

n materials used

l A service receipt should be signed by thecustomer.

l Customized receipt templates can be assignedfor this function.

ServiceReceipt

s

ServiceReceipt

s

n The technician can generate a service receipt if they have the laptop with them. This receipt, which serves as a document about the times and materials used by the technician, must be signed by the customer.

n Later, the customer will receive an invoice about the rendered services and consumed materials according to the service receipt.

n The printout will be triggered by the Generate button in the service order overview screen. Templates for different printouts can be maintained centrally within the business component Layout .

© SAP AG CR210 8-15

SAP AG 2001

Status Management

l The status of a service document can be set to:

n Open

n In process

n Complete

n New dispatch necessary

n Accepted

n Rejected

n Others possible ...

ServiceDocument

Status

ServiceDocument

Status

n Mobile Service provides a status management function that refers to the R/3 status logic. Mobile Service and R/3 use common statuses synchronized by the Middleware up- and download and a specific interlinkage table for additional user statuses. Because status management is often customized or used differently by organizations, the following statuses represent a common set of statuses used for Mobile Service:

� Open: represents a service order that the technician didn’t work on yet. This will be status of a service order after the download from the R/3 on the technician’s laptop.

� In process: automatically assigned to a service order when at least one operation is partially confirmed.

� Complete : assigned by the technician when completed activities are confirmed. During the upload to the R/3 system, this status converts into the appropria te R/3 status. As part of the status change, open reservations (Allocated Components) close automatically.

� New Dispatch necessary: will be set when a service activity cannot be completed and work has to start/continue at a later time. During the upload to the R/3 system, this status converts to the appropriate R/3 status.

� Accepted: assigned by a technician to inform the back office that a service order will be performed on the scheduled date and time.

� Rejected: assigned by a technician when the service order will not be performed.

© SAP AG CR210 8-16

SAP AG 2001

Order Escalation

l In the system, you can assign reasons for notcompleting a service, such as:

n Customer/contact person is not available whilethe technician is at the customers’ site

n Missing material components to fix the problem

n Service activity cannot be completed and workhas to start / continue at a later time

n Technician needs technical assistance

Customer/contact person is not available while the technician is at the customer’s site

n A re-scheduling has to take place. Date and time of the service document will be changed.

Missing material components to fix the problem

n Assigned when additional material components are necessary to fix the problem at the customers’ site. These components can be allocated/reserved and then sent to the technician or to the customer. The component overview provides the necessary information.

Service activity cannot be completed and work has to start / continue at a later time

n Assigned when a service activity cannot be completed and work has to start / continue at a later time. During the upload to the R/3 system, this status converts into the appropriate R/3 status.

Technician needs technical assistance

n When the technician needs technical assistance, there is access to the employee master that includes possible contacts with telephone numbers. When the technician gets sufficient information, he can continue with the repair and change to the process group Closing Service Activity afterwards.

n A combination of Closing Service Activity and Order Escalation is possible. Example: The technician starts a repair but finds out that a necessary material is missing to finish work. In that case, the technician does a partial confirmation (part of Closing Service Activity) and triggers a material reservation (part of Order Escalation) afterwards.

© SAP AG CR210 8-17

SAP AG 2001

Service Document Creation

l Service documents can be created in either R/3or the Mobile Service client for:

n Immediate creation of an order

n An existing notification (R/3)

n Immediate creation of a notification

n Combining several notifications in one order

n A sales-order item (R/3)

n Automatically generating an order from amaintenance item (R/3)

ServiceDocumentCreation

ServiceDocumentCreation

n The creation of service documents on the technician’s laptop depends heavily on the service management organization.

n Normally, the service order dispatch takes place in the R/3 system due to optimization purposes.

n Under some circumstances, the technician might be forced to create an own service document to proceed with the work.

© SAP AG CR210 8-18

SAP AG 2001

CreateCreate

Enter Service ItemsEnter Service Items

Enter Defects/CausesEnter Defects/Causes

Enter ActionsEnter Actions

Upload to R/3Upload to R/3

Download to MSEDownload to MSE

ClosingClosing

CustomerServiceRequest

CustomerServiceRequest

Create Service OrderCreate Service Order

Service Notification Processing

SAPMobile Service

SAPMobile Service

ServiceNotification

ServiceNotification

Processing a service notification created by the technician can comprise the following steps:

n Creation of a service notification: When a customer makes a service request, the technician is asked to immediately create a service notification at the customer’s site during a visit to perform an unplanned service activity.

n The technician can enter service items that are affected, including a problem description. A choice over the notification catalog is offered.

n For each item, you can assign defects and causes (error codes). A choice over the notification catalog is available.

n The technician who has already performed activities concerning this notification can enter those as actions undertaken. A choice over the notification catalog is available.

n Data download/upload: A created service notification on the technician’s laptop will be available in the R/3 system after the next upload of data. There, follow-up activities will be performed, e.g. to create a service order out of he notification which has to be dispatched again. The closing of the notification in its entirety will be done in the backoffice.

© SAP AG CR210 8-19

SAP AG 2001

Create NotificationCreate Notification



Customer requestsCustomer requestsparts and resolvesparts and resolveswithout Technicianwithout Technician

Upload to R/3Upload to R/3

Hotline resolvesHotline resolvesrequest withoutrequest without

TechnicianTechnician

TechnicianTechnicianresolves the requestresolves the request

onsiteonsite

Follow-up Actions for a Service Notification

SAPMobile Service

SAPMobile Service

ServiceNotification

ServiceNotification

Possible ResolutionsPossible Resolutions

Mobile Service scenario:

n In emergency cases a notification will be generated by the technician. An upload to R/3 ensures that the hotline is informed about the technician’s activities and can proceed with the decision about the necessary follow-up actions.

The service hotline decides if:

n the service notification can be completed with advice from the service hotline or the technician for the customer to fix the problem.

n the customer requests spare parts to be installed without any assistance from a technician. A sales order is created out of the service notification and the spare parts are delivered to the customer, therfore the Mobile Service / technician is not affected.

n the customer requests assistance by a service technician to perform the necessary service activities no matter if needed spare parts are involved or not. A service order will be created in the back office. Now the service dispatcher has to decide if the technician on site is the appropriate technician to solve the problem immediately or if the service order has to be dispatched to a new technician/different date (may be due to spare parts missing on customer site which have to be delivered first). A service order is created within the R/3 system and available at the technician’s laptop after the next data exchange.

© SAP AG CR210 8-20

SAP AG 2001

Full screenmode

Attachment Listwith Previews

Service Request with Attachments

Two views are available:

n List and preview mode for easy navigation and selection.

n Full screen mode

© SAP AG CR210 8-21

SAP AG 2001

Data ExchangeData Exchange

Service Technician

Mobile Service

Data Exchange

l Service documents (and dependent data) are uploaded fromthe Mobile Service Client to the R/3 system through a dataexchange mechanism.

l The frequency of data exchange depends on the handling ofservice calls in an organization.

l A regular data exchange is needed to guarantee up-to-dateinformation in the Mobile Sales Client and the R/3 system.

n Usually the technician triggers the data exchange once or twice a day (in the morning/evening).

n In emergency cases, additional data exchange could happen at any time.

n A frequent data exchange is crucial to ensure the data synchronization with the Mobile Service Server, the other Mobile Service User and the OLTP-R/3-System.

n The technician is not forced to activate the exchange (e.g. not necessary when he works on one specific order for the next few days)

© SAP AG CR210 8-22


Backreporting: Unit Summary


l Complete a service document

l Perform the time and material confirmation

l Enter serviced items, error codes and actionsundertaken within the technical backreporting

l Escalate a service document

l Describe the status management features

l Describe the basic feature and functionality of thedata upload

© SAP AG CR210 8-23

Exercises

Unit: Backreporting

Topic: Backreporting of Service Documents


• Explain how to complete a service document

• Perform the time and material confirmation

• Enter serviced items, error codes, and actions undertaken within the technical backreporting

• Explain when a service document has to be escalated

• Outline the status management features

• Describe the basic functionality of the data upload of completed service documents

After managing the service documents described in the previous exercise unit you are now able to start your work. To complete your work, you have to confirm the materials consumed, to create time confirmations and to complete the technical backreporting.

Finally, you will set the appropriate service document status in order to upload your performed service activities to the R/3 system.

1-1 Imagine you have completed your physical work and now you have to document your service activities by entering the appropriate data into Mobile Service.

1-1-1 Brielfly explain why the completion and confirmation of a service document is important for the back office colleagues working with the R/3 system. Keep in mind the follow-up activities of service order processing.

____________________________________________________________

____________________________________________________________

____________________________________________________________

____________________________________________________________

____________________________________________________________

© SAP AG CR210 8-24

1-1-2 Please specify which data you entered is transferred in general to the back office / R/3 system:

1.__________________________________________________________

2.__________________________________________________________

3.__________________________________________________________

4.__________________________________________________________

1-1-3 In order to start the backreporting of service order no. 500120-## access the search and list submenu of the Service Documents component. Enter the order no. 000500120-## as search criteria and change to the Service Order Overview via the appropriate hyperlink.

1-2 First you will start with the material confirmation, i.e. you will enter all materials you have consumed within your service activities for this specific service order.

1-2-1 Call up the Material Confirmation submenu within the Service Orders component and mark operation no. 0010.

1-2-2 Please explain the relevance of the materials listed in the Allocated Components view.

____________________________________________________________

____________________________________________________________

____________________________________________________________

1-2-3 Please add material no. R-1150-## from the Allocated Components view to the Components Used view via the Transfer button.

1-2-4 Please enter an appropriate second material (e.g. MSA-3009) of your choice from the material master to the Allocated Component view via the Choice button. The Product Choice view helps you to select the right material. Save the record.

Your material no._________________

1-2-5 You have forgotten to specify the quantity and the unit for your consumed material. Determine the Stock Point and the Stock Point Location and save the record again. Please specify your choice:

Quantity:_____________________

Unit:________________________

Stock Point:__________________

St. Pt. Loc.:___________________

© SAP AG CR210 8-25

1-3 In the next step, you will enter your time confirmation for this specific service order. Keep in mind that there is a one to many relation between the operation and the time confirmation.

1-3-1 Call up the Time Confirmation submenu within the Service Orders component. Please be sure that you have selected operation no. 0010 in the Order Operations view.

1-3-2 Enter a new time confirmation within the Time Confirmation view. Which fields are defaulted. Please specify:

1.__________________________________________________________

2.__________________________________________________________

3.__________________________________________________________

4.__________________________________________________________

1-3-3 Please enter appropriate data in all fields to complete your time confirmation properly. Please keep the operation no. 0010 in mind! Remember: Don’t activate the Final Conf. Indicator checkbox since we want to enter a second time confirmation. Save the record.

1-3-4 Please enter a second time confirmation to simulate that you finished your work on this operation one day afterwards. Please enter your data properly so that the confirmation date is different and no reminding work exists. Activate the Final Conf. Indicator checkbox to report that all work is finished for this operation. Save the record.

1-3-5 Please check if you are now able to enter a third time confirmation for this operation.

Answer:_______

1-4 Additionally, you now have to perform the technical backreporting of the malfunctioning of the equipment.

1-4-1 Briefly explain the general idea behind the technical backreporting and specify the three descriptive elements for this task.

____________________________________________________________

____________________________________________________________

____________________________________________________________

1.__________________________________________________________

2.__________________________________________________________

3.__________________________________________________________

© SAP AG CR210 8-26

1-4-2 Call up the Technical Confirmation Header submenu within the Service Orders component to review the entries made by the hotline in the pre-clarification phase together with the customer. You are asked to compare the malfunctioning description with the actual situation at customer site (no action necessary!). As everything is as described, you finish up the notification header with the completion of the malfunctioning end date because you solved the problem properly. Fill in the appropriate date (overwrite existing data if necessary) and save the record.

1-4-3 Now access the Technical Confirmation Service Items submenu within the Service Orders component to complete your technical backreporting on the detail level.

1-4-4 Please complete the entries already made by the hotline in the R/3 system. Keep in mind that the Defects and Causes view and the Actions Undertaken view represent data which is dependent on those in the Service Item view. Make use of the catalog data with the help of the choice buttons.

Enter one cause and one action dataset per service item so you end up with at least two service items, two causes, and two actions undertaken.

Save your entries.

1-5 Finally, you have to set the right status to complete the commercial confirmation and the technical backreporting of the service order.

1-5-1 Call up the Status Management submenu within the Service Documents component and mark the service order no. 500120-##.

1-5-2 Within the Service Document Header, you can check if the specific service order is the right one.

1-5-3 Set the status to Closed and save the record. Now the service order is ready for the upload. As part of the upload, all open reservations (allocated components) close.

1-5-4 It may happen that you are not able to solve a service case within the first visit and you have to set the service order to a different status e.g. New Dispatch Necessary. Please specify the possible reasons:

1.__________________________________________________________

2.__________________________________________________________

3.__________________________________________________________

4.__________________________________________________________

1-6 After finishing your physical work, your customer asks you to fix another device as well. As you are quite busy today, you create a service notification. Later on, you’ll upload this document to your companies R/3 System for further processing (e. g. dispatching).

1-6-1 Call up the Overview submenu in the Service Requests component.

© SAP AG CR210 8-27

1-6-2 Enter a new record. (Use Document Type S1 to create a Service Notification) Please specify the defaulted values:

1.__________________________________________________________

2.__________________________________________________________

3.__________________________________________________________

1-6-3 Enter the customer and equipment data using the Choice buttons. Furthermore enter the priority (if applicable), a short text, a detailed problem description, the malfunctioning start date, and the reported-by data.

Save your entry.

1-6-4 Call up the Service Items submenu in the Service Requests component in order to complete your entries with the classification of the items you have to service, the cause of the problem and the actions undertaken.

Save your entry.

1-6-5 As you are familiar with the work that has to be done, you assign a task to the item, you create before.

1-6-6 You know the device that is malfunctioning pretty well, but the technician who will be assigned to the notification by the dispatcher may not. Therefore you attach for example a wiring diagram and a log file describing the malfunction to your notification.

1-6-7 Write down you notification number: __________________________

1-6-8 Save the notification.

1-7 You finish your work on the customer's site much faster than expected. The customer asks you to fulfill its request (see exercise 1-1) right now. As you have the experience, spare part, and time you need to execute your customer’s wish, you create a service order at the customer's site.

1-7-1 Open business component service documents.

1-7-2 Search for the notification you have entered before.

1-7-3 View the notification details.

1-7-4 Use the button create service order to create an order assigned to this notification. Alternatively it is possible to create a service order directly (without assignment to a notification).

1-7-5 Fill in the order details and create two order operations. Please insert the information that you receive from the instructor.

1-7-6 Save the order.

1-7-7 Since you want to upload the order to an R/3 System later on, you need to press the upload button. If you only want to save it locally, just bypass this step.

1-7-8 Execute the order (no action necessary)

© SAP AG CR210 8-28

Solutions

Unit: Backreporting

Topic: Backreporting of Service Documents


• Explain how to complete a service document

• Perform the time and material confirmation

• Enter serviced items, error codes, and actions undertaken within the technical backreporting

• Explain when a service document has to be escalated

• Outline the status management features

• Describe the basic functionality of the data upload of completed service documents

After managing the service documents described in the previous exercise unit you are now able to start your work. To complete your work, you have to confirm the materials consumed, to create time confirmations and to complete the technical backreporting.

Finally, you will set the appropriate service document status in order to upload your performed service activities to the R/3 system.

1-1 Imagine you have completed your physical work and now you have to document your service activities by entering the appropriate data into Mobile Service.

1-1-1 Briefly explain why the completion and confirmation of a service document is important for the back office colleagues working with the R/3 system. Keep in mind the follow-up activities of service order processing.

After the upload of the completed service document by the technician the customer will be charged for the rendered services and the materials consumed. Thus the back office will perform the billing and the internal and external settlement of profits and costs. Finally, the service order will be commercially closed within the R/3 system.

1-1-2 Please specify which data you entered is transferred in general to the back office / R/3 system.

1. The material confirmation data

2. The time confirmation data

3. The service notification data on header and item level

4. The status of the service order

© SAP AG CR210 8-29

1-1-3 In order to start the backreporting of service order no. 500120-## access the search and list submenu of the Service Documents component. Enter the order no. 000500120-## as search criteria and change to the Service Order Overview via the appropriate hyperlink.

Service Documents → Search

Enter the service order no. 000500120-## in the Order No. search field and press the Search button. Click the Order No. hyperlink to invoke the Service Order Overview.

1-2 First you will start with the material confirmation, i.e. you will enter all materials you have consumed within your service activities for this specific service order.

Within the material confirmation you will now enter all materials consumed for the service order. Keep in mind that the material confirmation is related to the service order operations!

1-2-1 Call up the Material Confirmation submenu within the Service Orders component and select operation no. 0010.

Service Orders → Material Confirmation

Select operation no. 0010 in the Order Operations view.

1-2-2 Please explain the relevance of the materials listed in the Allocated Components view.

In case of a planned material withdrawal, a choice over the prior allocated components (material reservations) is available. The Transfer button allows you to copy the material from the Allocated Components view to the Components Used view. In case of an unplanned material withdrawal (material taken e.g. from the van stock), you enter directly the consumed materials in the Components Used view.

1-2-3 Please add material no. R-1150-## from the Allocated Components view to the Components Used view via the Transfer button.

Position on the material no. R-1150-## and click on the Transfer button. The material should be afterwards visible in the Components Used view.

1-2-4 Please enter an appropriate second material (e.g. MSA-3009) of your choice from the material master to the Allocated Component view via the Choice button. The Product Choice view helps you to select the right material. Save the record.

Select the Used Components view and enter a new record. Position your cursor in the Product No. field and click on the Choice button. The Product Choice view will appear. Press the Search button. Choose an appropriate material and press the Select button.

Save the record.

1-2-5 You have forgotten to specify the quantity and the unit for your consumed material. Determine the Stock Point and the Stock Point Location and save the record again. Please specify your choice.

Enter the required information with the help of the choice buttons and specify your entries.

Save the record!

© SAP AG CR210 8-30

1-3 In the next step, you will enter your time confirmation for this specific service order. Keep in mind that there is a one to many relation between the operation and the time confirmation.

Within the time confirmation you enter all times you needed to complete your service duties. Remember: the time confirmation is related to the service order operations.

1-3-1 Call up the Time Confirmation submenu within the Service Orders component. Please be sure that you have selected operation no. 0010 in the Order Operations view.

Service Orders → Time Confirmation

Select operation no. 0010 in the Order Operations view.

1-3-2 Enter a new time confirmation within the Time Confirmation view. Which fields are defaulted. Please specify:

1. Confirmation No. with a generated number (not to be modified).

2. The technician with the technician of the operation.

3. The confirmation date with the system date.

4. The activity type with the value Repair Hour.

1-3-3 Please enter appropriate data in all fields to complete your time confirmation properly. Please keep the operation no. 0010 in mind! Remark: Don’t activate the Final Conf. Indicator checkbox since we want to enter a second time confirmation. Save the record.

Please make some appropriate entries in the fields Conf. Text, Confirmation Long Text, Work Start, Finish, Break Time, Actual Work, Rem.Work with regard to the operation no. 0010.

Don’t activate the Final Conf. Indicator checkbox. Save the record.

1-3-4 Please enter a second time confirmation to simulate that you finished your work on this operation one day afterwards. Please enter your data properly so that the confirmation date is different and no reminding work exists. Activate the Final Conf. Indicator checkbox to report that all work is finished for this operation. Save the record.

Please enter a second time confirmation for operation no. 0010. Set the Confirmation date to the next day, set the Actual Work to the value entered under 1-3-3 Rem. Work and activate the Final Conf. Indicator checkbox. Please leave the field Rem.Work empty.

Save the record.

1-3-5 Please check if you are now able to enter a third time confirmation for this operation.

Answer: No! The operation is closed with the final time confirmation.

© SAP AG CR210 8-31

1-4 Additionally, you now have to perform the technical backreporting of the malfunctioning of the equipment.

1-4-1 Briefly explain the general idea behind the technical backreporting and specify the three descriptive elements for this task.

The technical backreporting of a service document within the service notification is the technical description of the malfunctioning equipment in a structured manner. This is done for internal purposes and offers the opportunity to run statistical reports in the R/3 system about e.g. different equipment types and their malfunctioning reasons.

1. The service items (object and problem codes)

2. The defects and causes (cause code)

3. The actions undertaken by the technician to solve the problem (action code)

1-4-2 Call up the Technical Confirmation Header submenu within the Service Orders component to review the entries made by the hotline in the pre-clarification phase together with the customer. You are asked to compare the malfunctioning description with the actual situation at customer site (no action necessary!). As everything is as described, you finish up the notification header with the completion of the malfunctioning end date because you solved the problem properly. Fill in the appropriate date (overwrite existing data if necessary) and save the record.

Service Orders → Tech Conf (Header)

Enter the required values in the two Malf. End fields (date and time) and save the record.

1-4-3 Now access the Technical Confirmation Service Items submenu within the Service Orders component to complete your technical backreporting on detail level.

Service Orders → Tech Conf (Service items)

1-4-4 Please complete the entries already made by the hotline in the R/3 system. Keep in mind that the Defects and Causes view and the Actions Undertaken view represent data which is dependent to those in the Service Item view. Make use of the catalogue data with the help of the choice buttons.

Enter one cause and one action dataset per service item so you end up with at least two service items, two causes, and two actions undertaken.

Save your entries!

Enter one cause and one action for an existing service item. Choose a service item in the Service Item view.

Select the Defects and Causes view and enter a new record with the help of the catalog data for the Cause group and Cause code fields. Make an appropriate text entry of your choice in the field Cause Text and save the record.

© SAP AG CR210 8-32

Select the Actions Undertaken view and enter a new record with the help of the catalogue data for the fields Action Group and Action code. Make an appropriate text entry of your choice in the Action Text field, set the Execution Factor to 1 and save the record.

Enter a new service item and assign as well one cause and one action for it. Save your records.

1-5 Finally, you have to set the right status to complete the commercial confirmation and the technical backreporting of the service order.

1-5-1 Call up the Status Management submenu within the Service Documents component and select the service order no. 500120-##.

Service Documents → Status Management

Select the service order no. 500120-##.

1-5-2 Within the Service Document Header, you can check if the specific service order is the right one.

Check the Service Order Document Header view (No further action necessary!).

1-5-3 Set the status to Closed and save the record. Now the service order is ready for the upload. As part of the upload, all open reservations (allocated components) close.

Set the status to Closed in the Service Document Status view and save the record. The status field in the Service Document List should be updated for this service order.

1-5-4 It may happen that you are not able to solve a service case within the first visit and you have to set the service order to a different status e.g. New dispatch necessary. Please specify the possible reasons.

Reasons to escalate the order:

1. Your customer/contact person/equipment is not ready/available to start work

2. Some of your needed materials are missing

3. You cannot complete the service case and have to continue the work at a later time.

4. You need technical assistance by another technician (2nd visit necessary)

1-6 After finishing your physical work, your customer asks you to fix another device as well. As you are quite busy today, you create a service notification. Later on, you’ll upload this document to your companies R/3 System for further processing (e. g. dispatching).

1-6-1 Call up the Overview submenu in the Service Requests component.

Service Requests → Overview

Highlight tile notification detail. Press the New button in the Menu bar. Enter the required Data. Don’t forget to mention your group number in the short text field to find your notification more easily later on. Use customer HITECH and select a piece of equipment.

© SAP AG CR210 8-33

1-6-2 Enter a new record! (Use Document Type S1 to create a Service Notification) Please specify the defaulted values.

The following values default:

1. The notification no. with a generated system no.

2. The notification type

3. The notification status with open

1-6-3 Enter the customer and equipment data by the choice buttons. Furthermore enter the priority (if applicable), a short text, a detailed problem description, the malfunctioning start date, and the reported-by data.

Save your entry!

Enter the requested values and save your entries!

1-6-4 Call up the Service Items submenu in the Service Requests component in order to complete your entries with the classification of the items you have to service, the cause of the problem and the actions undertaken.

Save your entry!

Service Requests → Service Items

Enter the requested values (as described in section 1-5) and save your entries!

1-6-5 As you are familiar with the work that has to be done, you assign a task to the item, you create before.

Now you choose tileset service item task within the same business component. Highlight tile Service task and enter the required data.

You know the device that is malfunctioning pretty well, but the technician who will be assigned to the notification by the dispatcher may not. Therefore you attach for example a wiring diagram and a log file describing the malfunction to your notification.

Choose the Attachments tileset within business component service requests. Highlight the Attachments tile and press the New button in the Menu bar to assign an attachment. Use (for example) a .doc, .txt or bmp file that you may find on your hard disk drive.

1-6-6 Write down you notifications number.

The notification number can be found in each tileset of this business component.

Choose the Attachments tileset within business component service requests. Highlight the Attachments tile and press the New button in the Menu bar to assign an attachment. Use (for example) a .doc, .txt or bmp file that you may find on your hard disk drive.

1-6-7 Save the notification.

The notification number can be found in each tileset of this business component.

© SAP AG CR210 8-34

1-7 You finish your work on the customer's site much faster than expected. The customer asks you to fulfill its request (see exercise 1-1) right now. As you have the experience, spare part, and time you need to execute your customer’s wish, you create a service order at the customer's site.

In Mobile Service, you can easily create a service order. This can be done directly or out of a service notification.

1-7-1 Open business component service documents.

Open Service Documents.

1-7-2 Search for the notification you have entered before.

Choose the Search tileset. Enter the number of the notification you created earlier and press the Search button in the Service Document Search tile.

1-7-3 View the notification details.

Simply hit the notification number in tile service document list. That brings you to the Service Request – Overview tileset.

1-7-4 Use the Create Service Order button to create an order assigned to this notification. Alternatively it is possible to create a service order directly (without assignment to a notification).

Press the Create Service Order button to create an order which is assigned to that notification.

1-7-5 Fill in the order details and create two order operations. Please insert the information that you receive from the instructor.

Now you are in the Order Details tile. Use the New button in the Menu bar to create a new order. Highlight the Order Operations tile to enter operations which are assigned to the order.

1-7-6 Save the order.

Press the Save button.

1-7-7 Since you want to upload the order to an R/3 System later on, you need to press the Upload button. If you only want to save it locally, just bypass this step.

If you want the order to be uploaded to a R/3 System, press the upload button in the Order Details tile. Otherwise, the order remains locally on the client.

1-7-8 Execute the order (no action necessary)

No action necessary.

© SAP AG CR210 9-1


Contents:

l Overview of service contracts

l Contract items

l Equipment under service contracts

l Service documents related to a service contract

Service Contract

Content of service contract:

n Overview of service contracts

n Contract items

n Equipment under service contracts

n Service documents related to a service contract

© SAP AG CR210 9-2



l Explain how Mobile Service supports the servicecontract management

l Describe the different elements of the servicecontract component and their relevance in servicedocument management

l Navigate to relevant service contract views andexplain the download of data from R/3

Service Contract: Unit Objectives

© SAP AG CR210 9-3

SAP AG 2001




EquipmentEquipment






OverviewOverview


Service Contract: Overview Diagram

© SAP AG CR210 9-4

SAP AG 2001

l Service contract data is downloaded to your laptopso that you can answer customer questionsprecisely.

l Equipment covered by a service contract can affectthe services to be carried out by the servicetechnician. Therefore, you have to determine ifequipment identified in a service order is coveredby a service contract.

SAP AG 2001

Service Contract: Business Scenario

n The Service contract data comprise contract items, price agreements, and technical objects / equipment under contract items. You can send this to the technician to keep him/her informed so the technician can answer customer questions precisely.

n The technician has to check to see if equipment in the service order might be covered by a service contract.

n The coverage of an equipment under contract can influence the services to be carried out and whether the customer has to be charged for these services.

© SAP AG CR210 9-5

SAP AG 2001

ServiceContractServiceContract Service Contract Features:

l Services

n Response times

n Service profile

n Price arrangements

l Conditions

n Prices

n Discounts, surcharges

n Cancellation rules

l Technical objects/equipment

Features of the Service Contract

The following are defined in the service contract:

n Which services are to be performed within the framework of the contract

n Which conditions are valid for billing and cancellation

n On which serviceable items are the services to be performed

© SAP AG CR210 9-6

SAP AG 2001

Assignment

Company Invoice

Service OrderService OrderBillingBillingService OrderService Order

EntryEntry

ServiceContractServiceContract

EquipmentEquipment

Settlement

Based on contractconditions

ContractAssignment

Againstcontract

Scenario Service Order with Service Contract

n If the serviceable item on the service order or a higher level serviceable item is assigned to a service contract item, then the order is automatically assigned to the contract.

n For resource related billing, the price agreements defined in the contract are considered.

n The contract item is transferred into the settlement rule of the service order as a receiver object. As a result, the service order is settled against the contract. Costs and revenues for the service order are assigned to the contract.

© SAP AG CR210 9-7

SAP AG 2001

nn Sold-to PartySold-to Party

nn Contract dataContract data

nn Pricing AgreementsPricing Agreements

HeaderHeader

nn ServicesServices

nn ConditionsConditions

nn Contract dataContract data

nn Pricing agreementsPricing agreements

nn Serviceable itemsServiceable items

ItemsItems

Service Contract Structure

Structure

Structure

n Note: The service contract data is downloaded from the R/3 system to Mobile Service for informational purposes only and cannot be modified and uploaded by the technician.

n The service contract is a sales document in SD.

n The sales document types WV (Service and Maintenance) or MV (Rental contract) are used as standard settings.

n The order header contains the assignment to the sold-to party. Contract data, a billing plan, and price agreements can also be stored in the order header. These are valid for all items for which no alternatives have been defined.

n The order items contain the services / products and the conditions. Contract data , a billing plan, and price agreements can also be stored at the item level. The serviceable items on which the services are to be performed are also assigned at the item level.

n Functional locations, equipment with or without assembly information, or material serial numbers can be entered as serviceable items. When entering a functional location, the contract item is valid for all pieces of equipment installed at this functional location. When entering a piece of equipment, the contact item is also valid for all subordinate pieces of equipment.

© SAP AG CR210 9-8

SAP AG 2001

l Search and list functionality

l Service contract overview

l Service contract item list

l Assigned technical objects / equipment

l Contract item configuration

l Contract item conditions

l Validation and cancellation

l Business partner

Mobile Service Contract Management

ManagementManagement

© SAP AG CR210 9-9



l Explain how Mobile Service supports theservice contract management

l Describe the different elements of the servicecontract component and their relevance inservice document management

l Navigate to relevant service contract viewsand explain the download of data from R/3

Service Contract Management: Unit Summary

© SAP AG CR210 10-1


Reporting & Analyses

Contents:

l Mobile Service and Analytical CRM

l Local Reporting with Crystal Reports

© SAP AG CR210 10-2


Reporting & Analyses: Unit Objectives

At the conclusion of this unit,you will be able to:

l Describe how Mobile Service can make use ofAnalytical CRM

n Analytical CRM Approach

n Client integration of embedded Solution Workbooks

n CRM-BW Integration

n CRM Business Content

l Describe how Crystal Reports are embedded inMobile Service

© SAP AG CR210 10-3

SAP AG 2001




EquipmentEquipment






OverviewOverview


Reporting & Analyses: Overview Diagram

© SAP AG CR210 10-4


Reporting & Analyses: Business Scenario

l Important reporting requirements you have toconsider as part of the implementation areintegrated analytics across all CRM channelsbeing used (not only Mobile Service, but alsoInteraction Center, Internet etc.) and other sources(e.g. R/3, 3rd party data providers) that need to beprovided to the sales force

l Additionally, the service technicians need pre-defined reports they can run locally on theirMobile Service clients.

n The service team leader role could either be represented by a person who is responsible for the whole service department or by an experienced technician who works in the field and is responsible for a group of technicians in a specific region.

© SAP AG CR210 10-5

SAP AG 2001

TouchPoints

CustomerInteraction Platform

WebAnalytics

CICAnalytics

…

Customer InformationPlatform

CustomerValue

CustomerBehaviour

CustomerPortfolio

Sales Planning

Campaign Planning & Optimization

Marketing Planning &Optimization

Product &Brandmanage -

ment

Sales Cycle

Analysis

Market /CompetitorResearch

CustomerServiceAnalysis

Pipeline Analysis

TeamPerformance

AnalysisCapture

Data

ProvideKnowledge

Analytical CRM Overview

Customer

n Integrated data basis

� Across systems

� Across applications

� Across touchpoints (not only Mobile Service)

� External data

n Interfaces to operational systems

� Direct implementation of analysis results

n Closed loop

� Optimization in feedback loop

� Flexible reaction to market changes

© SAP AG CR210 10-6

SAP AG 2001

Offline Usage in Mobile Service Client

Reports generated in BWon statistical BW data

Automated generation,assignment to users andreplication managed inMobile Service Middleware

Some OLAP functionalityavailable

Solution Workbooks for Mobile Service Reporting

n Solution Workbooks are Reports generated in the SAP Business Information Warehouse (BW) for offline usage in Mobile Service.

n The full scope of data in BW is available for these reports. This includes Mobile Service and Mobile Sales data as well as data from any other sources (e.g. R/3, external data providers etc.) that might be important for service management analysis. Furthermore, by using BW as a central reporting tool, you are assured that consistent statistical data is used for reporting across the service technicians.

n The generation of Solution Workbooks is automated. This process is triggered and managed in the Mobile Service Middleware, including the assignment of reports to users (every user is only allowed to see the data he is responsible for) and the replication of the reports to the Mobile Service clients.

n Solution Workbooks are based on MS Excel technology making use of VBA customization. The Workbooks are fully embedded as a tile in the Mobile Service user interface, accessible via the navigation bar.

n Solution Workbooks provide some basic OLAP functionality (Online Analytical Processing), i.e. it can be navigated through the reports, axis can be switched etc. However, full OLAP functionality like in BW is not available, only the OLAP processes foreseen by the workbook administrator can be performed. Moreover, only the data needed for the particular reporting purpose of the Solution Workbook is available, any OLAP navigation outside this data range is not possible (no full infocubes available).

© SAP AG CR210 10-7

SAP AG 2001

Drop Down BoxDrop Down BoxDrop Down Box

Scroll BarScroll BarScroll Bar

Text BoxText BoxText Box

Switch ButtonSwitch ButtonSwitch Button

ButtonsButtonsButtons

Chart andData TableChart andChart andData TableData Table

TileTileTile

OLAP ButtonsOLAP ButtonsOLAP Buttons

History ButtonHistory ButtonHistory Button

Components of a Solution Workbook

n Buttons allow for the navigation through the Solution Workbook. The workbook administrator sets up the corresponding functionality via VBA customization.

n In the Text Box, the main menu and the active worksheet name (or sub menu) is displayed.

n For Charts and Tables, any standard type and layout available in MS Excel may be used.

n You can use the Scroll Bar is used to select the desired area within a chart. You can customize a maximum value, and standard interval values

n Drop Down Boxes enable navigation over characteristics (e.g., different products), and / or key figures (e.g., revenue, profit).

n Using the Switch Button, you can exchange x and z values in the chart (y values are always key figures) or to switch between different diagram types (depending on the macro coding).

© SAP AG CR210 10-8

SAP AG 2001

OLAP Buttons in a Solution Workbook

l Free Query Button

n Starting Point for online analysis in an extraworksheet

l Zoom Buttons

n Allows for Drill-Down type operations

n Drill-Down operations are only possible forpaths forseen by the workbook administrator

n Drill-Down means that some findings in the report can directly be analyzed on a more detailed level. As an example: a regional manager analyzes the total amount of monthly closed service documents by his service technicians. Realizing that the total amount of a technician has increased, he could ‘drill down’ to have a more detailed look at this technician, e.g. to have a closer look on the service documents for this particular technician.

© SAP AG CR210 10-9

SAP AG 2001

External dataprovider like

CRMFoundation

CRMMarketing

CRM SALES

CIC Web

CRM OnlineCRM mobile

CDB ADB

MSE Client

BW

M W f l o w c o r e a p p l i c a t i o n

CRM-BW Integration - Extraction

n Data is extracted from CRM, R/3 and other sources into BW, which acts as the primary reporting tool for Analytical CRM.

n Mobile Service data is extracted from the Consolidate Database (CDB) of the CRM Server using the flow functionality of the CRM Middleware.

n CRM Online data is extracted from the CRM Online Application Database (ADB) of the CRM Server.

© SAP AG CR210 10-10

SAP AG 2001

External dataprovider like

CRMFoundation

CRMMarketing

CRM SALES

CIC Web

CRM OnlineCRM mobile

CDB ADB

MSE Client

BW

M W f l o w c o r e a p p l i c a t i o n

CRM-BW Integration - Retraction

n Analtical CRM results can be provided by BW back to CRM where they can be used in the operational applications.

n For Mobile Service, Solution Workbooks can be generated in BW and distributed to the Mobile Service clients.

© SAP AG CR210 10-11

SAP AG 2001

BW

Creation of MSA userMaintenance of rolesCreation of variants


CRM Middleware

BW Request Maintenance•Activation•Scheduling•Variant assignment


AdminConsole

Subscription•Workbooks via Roles•Variants via User


MSE Client

Offline Solution Workbook(with variants)Offline Solution Workbook(with variants)

Application Integration - Mobile Scenario (I)

SolutionWorkbooks

n BW Preparation for Personalized Reporting for MSE

Role specific Personalization

Access to Solution Workbooks via role assignment

Restricts the user to see only certain kind of reports

Users with the same role receive the same Solution Workbook

Roles should be designed according to common needs of the business roles (e.g. customer service manager)

User specific personalization

Determines who sees what within a Solution Workbook

Restricts the user to analyze only a subset of data from a query

Query result is restricted by variants or user exits

© SAP AG CR210 10-12

SAP AG 2001

BW



CRM Middleware



AdminConsole



MSE Client

Offline Solution Workbook(with variants)Offline Solution Workbook(with variants)

Application Integration - Mobile Scenario (II)

SolutionWorkbooks

n CRM Configuration for Distribution of Solution Workbooks

Preparation of system environment

Connection of CRM and BW Systems

Loading of meta data from BW to CRM

Maintenance of subscriptions for MSE Users via AdminConsole / Middleware

Subscription of Solution Workbooks via Role

Subscription of Queries via Variants

Distribution of Solution Workbooks and Queries to MSE users

Customizing of requests for Solution Workbooks and Queries

Running the requests from BW

Display on the Mobile Client

Updating of Solution Workbooks and Queries on Mobile Client via normal data transfer

Assembling of Solution Workbooks and Queries from Client Database

© SAP AG CR210 10-13

SAP AG 2001

Sales Current Month (US$) Computers Printers TotalTerritory Chicago - Total 1.237.520,00 497.649,00 1.735.169,00 Michigan Steele, Chicago 31.624,00 13.211,00 44.835,00 Lakefront Int., Chicago 30.985,00 13.007,00 43.992,00 … … … …

Service TechnicianService Technician

Sales RepSales Rep

Bill Brown,Denver

Scott Parker,Chicago

Service orders Computers Printers Avg. Repair time

Technician Bill Brown 8.00 3.00 2.50Problem solved 1st visit 5.00 2.00 3.00Problem solved 2nd visit 3.00 1.00 2.00 … … … …

User-Specific Assignment of Reports

l All users with the same business role (e.g. service technicianor sales rep) will receive the same workbook types

l Each user must only receive his portion of the data (e.g., ownterritory, own customers, own activities)

n Permission for specific instances of a characteristic is done via variants or user exits (horizontal authorization).

n You can determine which user is authorized for which data from the replication criteria used by the Middleware.

© SAP AG CR210 10-14

SAP AG 2001

l Customer service managers oversee theactivities of customer servicerepresentatives and/or order processingstaff. They are responsible for ensuringconsistent customer service and satisfactionby implementing customer service policiesand procedures.

l Customer service managers monitor globalservice administration processes and useinformation from Business Warehousequeries to evaluate customer satisfactionand track any customer problems.

Example for role specific Business Content:Customer Service Manager

n For example, by comparing quotations and incoming orders, the customer service manager can judge the success rate of quotations

© SAP AG CR210 10-15

SAP AG 2001

CRM Business Content

CRM Business Content (not including SD Business Content)

16

12

6

InfoCubes

287

69

52

InfoObjects

49

33

10

SolutionWorkbooks

BW Release

2.0A

2.1B

2.1C

n CRM Business Content consists of extractors, infocubes, info objects and reports/soltution workbooks already preconfigured in BW.

n CRM Business Content is shipped with BW and therefore depends on the release of BW to be used.

© SAP AG CR210 10-16

SAP AG 2001

l The InfoCube contains key figures for qualitynotifications, maintenance notifications, and servicenotifications. These three notification categories areupdated using a separate InfoSource:

n Quality notifications

n Maintenance notifications

n Service notifications

Example: InfoCube Notifications

n Examples for Key Figures

Complaint quantity

Number of notifications

Number of notifications completed on time

Returned quantity

Number of tasks with the status outstanding or released

Number of tasks with the status successful

Number of tasks

Number of notifications with the status outstanding

Notification lead time

Downtime of a piece of equipment

Number of breakdowns

© SAP AG CR210 10-17

SAP AG 2001

Business Content Example - CP Industry

l Important InfoObjects:promotions and campaigns,listings, specific attributes (e.g.,outlet type, Nielsen, keyaccount).

l Promotions and campaigns(including navigation attributesand status) are uploaded forrevenue analysis.

n Open Items:

� It won’t be possible to upload listings. Other reporting tools have to be used instead (Crystal Reports)

© SAP AG CR210 10-18

SAP AG 2001

Business Content Example - High Tech

l Important: Opportunity analysis.

l Opportunities are uploaded toconduct analysis on materialand historical figures (pipelineanalysis).

l Navigation attributes foropportunities include referencenumber, type, status, kind, from,to, and phase.

© SAP AG CR210 10-19

SAP AG 2001

Business Content Example - Pharmaceuticals

l Important: activity analysis, andpotentials, certain InfoObjects(e.g., specialization), market data.

l Activities are master data thatcan be analyzed by navigationattributes, status, and type.

n Open Items:

� No customers will be extracted from CRM, in this case no doctors

� Potential maintenance is done using the powerful R/3 classification concept

� Classifications are not supported by BW yet

� Other complementary reporting tools have to be used in addition (Crystal Reports)

© SAP AG CR210 10-20

SAP AG 2001

Industry Roles Processes Information

High tech Team leader

Technician

Service order Workload

Outcome - Effort

Service Hotline

Field Service

Repair time

Potentialbenchmark

Service History

ServiceEvaluation

EmployeeEvaluation

SelfManagement

Servicepreparation

Mobile Service Business Content

l Industry specific pre-configured Info Cubes and SolutionWorkbooks based partly on Mobile Service as source system(incl. Extractors).

© SAP AG CR210 10-21

SAP AG 2001

Service Technician

Mobile Service Reporting via Crystal Reports 7

Head-Office:

l Report Design in Crystal Report Designer

l Import into Mobile Service

l Add Title and Description

l Send to Service Technician

Service Technician:

l Enters Report Overview and SearchFunction in Mobile Service

l Runs Reports (Crystal Report Viewer)

n You can integrate Crystal Reports 7 into Mobile Service

� Reports run directly on the Mobile Service database in contrast to the statistical data of embedded SAP BW solution workbooks

� Reports can be started directly from the Mobile Service User Interface

n Reports can be designed in the Head-Office and distributed to all field based users

� Full functionality of Crystal Report Designer available

© SAP AG CR210 10-22

SAP AG 2001

Data Source OLAPcapability

TypicalAnalyses

Yes, limitedOnline accessto BW can begranted tospecific usergroups,allowing for fullOLAPcapability

Effort-ResultAnalysis, Salesand ServiceData

Reports Local Database,ConsolidatedMobile ServiceDatabase

NA Service orderWorkloadReports

Reporting & Analysis Components

Company-wideData Warehouse,statistical data

SAP BW(EmbeddedSolutionWorkbooks)

n OLAP: Online Analytical Processing

© SAP AG CR210 10-23


Reporting & Analyses: Unit Summary


l Describe how Mobile Service can make use ofAnalytical CRM

n Analytical CRM Approach

n Client integration of embedded Solution Workbooks

n CRM-BW Integration

n CRM Business Content

l Describe how Crystal Reports are embedded inMobile Service

© SAP AG CR210 11-1

SAP AG 2001

Contents:

l Infocenter overview

l Information and content types

l Channels and Subscription

l Operating the Mobile Sales and Mobile ServiceInfocenter

SAP AG 2001

Infocenter

© SAP AG CR210 11-2


Infocenter: Unit Objectives

At the conclusion of this unit, you will be able to

l Describe the basic concept and information flow ofthe Mobile Sales and Mobile Service Infocenter

l Locate information using the Infocenter

l Subscribe to information channels

© SAP AG CR210 11-3

SAP AG 2001




EquipmentEquipment






OverviewOverview


Infocenter: Overview Diagram

© SAP AG CR210 11-4


Infocenter: Business Scenario

l As a field service technician, you want to get anupdate on the latest news concerning yourbusiness, including general company information,press releases on your most importantcustomers, as well as information about productsand services offered by IDES Inc.

© SAP AG CR210 11-5

SAP AG 2001

MarketIntelligence

CorporateFiles/Data

Mngt/FieldMessages

1. GATHER

2. MANAGE

3. DELIVER

4. DISPLAY

Agents

AutomatedMarketing

Encyclopedia

Attention Manager

Polite Communication Technology

Infocenter Server

Market Intelligence Manager

Agents

Technicians

Mobile Service Client

Infocenter Architecture and Information Flow

n The main goal of Mobile Sales and Mobile Service Infocenter is to proactively gather, manage, deliver and display corporate sales and service tools, market intelligence and corporate messaging to the sales force, field technic ians, resellers and customers.

n Gather Content: Information or files can be gathered from the web, enterprise data repositories, or file servers. Any file or information can be quickly published to the targeted employees. Thus field technicians spend less time searching for information, such as information on products and services, catalogues and CADs (e.g. explosion drawings).

n Manage Content: In a web repository, information can be organized and targeted for automated replication according to management policies.

n Deliver Content: Information can be delivered automatically to users without interfering with normal network operations. This can include large files to users even if connected intermittently by modem.

n Display Content: Business critical content can be displayed by flashing or be deposited in subscribed channels in the background.

© SAP AG CR210 11-6

SAP AG 2001

File Systems

Databases

ERP Systems News Feeds Internal WebSites

External WebSites

LegacySystems

The Mobile Sales and Mobile Service Infocenter server canautomatically gather information from numerous sources andreplicate it to the Field Service Technicians.

Data Sources and Types

n For collecting information to be published to the field technicians numerous Info Sources can be used:

� ERP Systems Legacy Systems

� Internal Web Sites External Web Sites

� Databases News Feeds

� File Systems

n Information Formats:

� Through the Infocenter all kinds of formats, like documents (Doc, Pdf, Html, Rtf, Txt etc.), presentations (Ppt, Avi, Wav, Bmp, Tif, Gif etc.) or others (CAD, Xls etc.), can be published.

n Typical Information Categories:

� The Infocenter allows for the replication of information on customers, industries or your company like press releases, product information, catalogues, customer references etc.

n Information Types:

� Information can be classified according to a short and long life cycle. Long life cycle information is stored timely unlimited. Short life cycle information is stored only for a definable period of time (deletion can be automated). Nevertheless, a field technician can save short life cycle information locally on his system.

© SAP AG CR210 11-7

SAP AG 2001

Competitor ChannelsCompetitor Channels

News ChannelsNews Channels

CompetitorInfo

Sources

CompetitorInfo

Sources

Information SourcesInformation Sources

InfocenterChannelsSources are Assigned toChannels by System Admin

InfocenterChannelsSources are Assigned toChannels by System Admin

Corporate ChannelCorporate Channel

NewsSources

NewsSources

ChannelSubscriptionsChannelSubscriptions

ÜUsers are assigneduser groups.

ÜChannels can beassigned to Usergroups (e.g., ServiceTechnician).

ÜUsers are assigneduser groups.

ÜChannels can beassigned to Usergroups (e.g., ServiceTechnician).

Ü Individual users canalso unsubscribe tochannels assigned totheir user group.

Ü Individual users canalso unsubscribe tochannels assigned totheir user group.

Service Technician

Brown

Service Technician

Brown

Channel Delivery and Subscription

n The number and type of info sources to be connected to the Infocenter (e.g. company’s intranet, press release Internet pages, etc.) is selected during customization.

n Channel A channel can be represented by a folder that contains all kinds of information related to a specific topic. A channel can also contain several sub channels that split the channel topic in more detailed, more specific topics for an easier search for information.

n From all available channels, the system administrator can specify those to be displayed on the technician’s laptops. The set of channels can differ between the field technicians or between groups of field technicians to meet their needs.

n Subscription In the Infocenter subscription view, each technician can choose which of the provided channels he is interested in.

n Header and short description of a document is displayed to the technician. After checking the short descriptions the technician can decide whether to download the whole information or not.

© SAP AG CR210 11-8

SAP AG 2001

one Mobile Service tile set, one view, no further navigation

Retrieving Information

n Navigation through information repository (provided by the subscribed channels) through a tree control in one Infocenter view, grouped by channel topics with one or more subgroups.

n A list shows title information for the channel selected in the tree.

n By clicking on the hyperlink the technician opens the corresponding office or multimedia program.

© SAP AG CR210 11-9

SAP AG 2001

Subscription Flags

Channel overview tree

Channels Filters

Flash Box

Subscribing to Channels

n In the subscription view, navigation through all channel topics that are provided by the system administration can be performed in a tree control. When choosing a channel, a list of all sub channels displays.

n Using the subscription checkbox, you can select the channels / sub channels of interest can be selected.

n To view all available channels or only the ones subscribed or not yet subscribed to, the sub channel list can be filtered by using tabs at the bottom of the subscription view.

n Additionally, the system administrator can ensure the sales reps attention by sending Flash Messages (see red box above) giving a short description and pointing to important information.

© SAP AG CR210 11-10


Infocenter: Unit Summary


l Describe the basic concept and information flow ofthe Mobile Sales and Mobile Service Infocenter

l Locate information using the Infocenter

l Subscribe to information channels

© SAP AG CR210 12-1

SAP AG 2001

Unit 7 Service Documents

Unit 8 Backreporting

Unit 9 Service Contract

Unit 10 Reporting & Analysis

Unit 11 Infocenter

Unit 12 Course Wrap-up

Preface

Exercises, Solutions

Unit 1 Course Overview

Unit 2 Getting Started

Unit 3 Business Partners

Unit 4 Equipment

Unit 5 Products & Services

Unit 6 Activity Management

Course Wrap Up

SAP AG 2001

© SAP AG CR210 12-2


You are now able to perform the following:

l Manage Business Partner information

l Manage equipment information

l Access and view Products and Services master data

l Manage Activities and calendar information

l Confirm service orders

l Generate service notifications/backreporting

l Manage service contracts

l Perform Analyses on service force activities

l Access information via the Infocenter

Course Objectives

Equipment:

n Access and view of customer equipment, service history for the customer equipment, configuration information, measurement points or counters defined

Service documents:

n Management of Service documents

Service order confirmation:

n Access and view of order header and detail information, order operations (to-do list), all supporting data for the execution of an order, all supporting data for the execution of an order, material allocation

n Access, enter and modify time and material confirmation for order fullfillment purposes

Service notification / Technical backreporting:

n Access, enter and modify a service notification

n Access, enter and modify service items, the item causes and the activities undertaken

n Familiarization with the service catalog usage for creating the elements (items, causes and actions)

Service contracts:

n Access and view of service contract header, items and their configuration, customer objects covered by service contract, additional conditions relevant for the contract/contract items

© SAP AG CR210 12-3

SAP AG 2001

Level 2

Level 3

CR600 2 daysMarketing Planning &CampaignManagement

3 days

Mobile Service

CR210 CR310 5 daysSAP BusinessApplication Studio

CR500CRM MiddlewareOverview

2 daysCR200 3 days

Mobile Sales

CR400 3 daysContact Center in CRM:Service InteractionCenter

Internet Sales

ECO220 5 days

CR220 3 days

Internet Pricing &Configurator CR540 2 days

CRM Middlewarefor Mobile Scenarios

CR500

CRM MiddlewareOverview

2 days

CR550

Modifying the CRMMiddleware

3 daysTele Sales &Tele Marketing

2 daysCR750

Overview SAP CRM

CR010 2 days

Business in Detail Technical Basics

Overview SAP CRM

MYSAPCRM 2 days

Recommended Follow-up Courses

n LO110 Customer Service is also recommended as a prerequisite course.

© SAP AG CR210 12-4


l Go through the exercises

l Read documentation

l Review the ASAP for Mobile Service Roadmap

l Read release notes

Recommended Follow-up Activities

Crm210

Education

days sap ag

infocenter sap ag

crmcentermiddleware

sap ag cr2101

sap logo

sap earlywatch

sap archivelink

sap agcr2101