SAPCRM mySAP CRM Solution Overview SAPCRM mySAP CRM Solution Overview
CR700
mySAP CRM Service (Release SAP CRM 4.0)
THE BEST-RUN BUSINESSES RUN SAP SAP AG 2004
© SAP AG 2003
SAP R/3, SAP CRM 4.0 (BBP release) 2004/Q2 Material number: 50067915
Copyright
Copyright 2005 SAP AG. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice.
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Prerequisites
Prerequisites: CR100 Base Customizing
Recommended: Study of the mySAP CRM learning map, mySAP CRM Solution Overview: SAP eBooks (narrated unit slides), SAPTutorials (interactive screencams), and the links to the documentation Study of learning maps for SAP CRM 3.1 and SAP CRM 4.0 for better knowledge of functions Note: Customers and partners can access the mySAP CRM learning maps on the Service Marketplace atservice.sap.com/okp. OKP . stands for SAP Knowledge Products
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Target Groups and Duration Target Groups: SAP R/3 customers and potential SAP customers planning an implementation of mySAP CRM Service Customers and consultants who need to get detailed knowledge about service processes in mySAP CRM Service Those who want to learn the fundamentals of mySAP CRM Service
Duration: 3 days
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mySAP CRM Service: Course Outline
Day 1
Day 2
1.
Overview of CRM Service
5.
Service Order Management
2.
Installed Base; Individual Object
6.
Complaints and Returns
7.
In-House Repair
3.
Service Contract & Entitlement
4.
Planned Services
Day 3 8.
Enterprise Intelligence
9.
E-Service
10. Service Analytics Appendix SAP AG 2004
Additional Learning
Recommended: Study of the mySAP CRM Service learning map Access via the Service Marketplace at service.sap.com/okp with the links to the documentation Topics covered:
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Mobile Service
Mobile Service for Handheld
Overview of mySAP CRM Service: Course Outline
Day 1
Day 2
1.
Overview of CRM Service
4.
Planned Services
2.
Installed Base; Individual Object
5.
Service Order Management
3.
Service Contract & Entitlement
Day 3 6.
Complaints and Returns
7.
In-House Repair
8.
Enterprise Intelligence
9.
E-Service
10. Service Analytics SAP AG 2004
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Appendix
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mySAP CRM Service
Overview of mySAP CRM Service
SAP AG 2004
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mySAP CRM Service: Unit Objectives At the conclusion of this unit, you will be able to Describe the integrated mySAP CRM architecture and technology Give a survey of the mySAP CRM Service solution Describe the mySAP CRM Service key capabilities Describe the different mySAP CRM Service user interface options Describe the relevant mySAP CRM Service data
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mySAP CRM Service: Business Scenario
Your enterprise has selected mySAP CRM as its customer relationship management solution. Therefore, you want to become familiar with the key capabilities mySAP CRM service offers. In addition, you want to learn about mySAP CRM architecture and technology and find out what different user interfaces are available.
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mySAP CRM: Technology & Architecture - Overview Drives mySAP CRM as the Most Advanced CRM Solution in the Market Multi Channel Customer Interactions People-Centric
Connected
Industry Specific
Collaborative SAP AG 2004
mySAP CRM utilizes the SAP WEB APPLICATION SERVER to ensure that all other mySAP CRM Business Suite solutions (or similar solutions through other vendors) are driven towards complete customer focus. Through its People Centric PORTAL INFRASTRUCTURE delivering unique ROLE MANAGEMENT AND PERSONALIZATION capability, mySAP CRM empowers individuals and drives performance. SAP’s EXCHANGE INFRASTRUCTURE facilitates collaboration across company boundaries. And, mySAP CRM’s core BUSINESS CONFIGURATION industry processes ensure that uniquely tailored CRM solutions are driven to meet specific industry need.
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mySAP CRM Service: Solution The Solution is Complete Rich Functionality and Supporting Capabilities
mySAP CRM Service Enables Unparalleled Customer Service and Fulfillment
Enterprise Service Customer Service in the Interaction Center Field Service E-Service Service Analytics SAP AG 2004
Today’s complex customer problems require a deployable mySAP CRM solution that can directly address specific challenges regardless of where or when they occur in the cycle of interacting with, selling to and servicing an organization’s customers. mySAP CRM blends deep functional capabilities in the core areas of Marketing, Sales and Service with award-winning Analytics that are directly embedded into the primary interaction channels with which organizations engage their customers. All of this enables the closed loop interaction cycle, underlined mySAP CRM‘s unique value propositions. mySAP CRM is built on an open, reliable, secure and scalable technology platform. The strong and complete services offering of SAP helps to quickly implement mySAP CRM and supports the ongoing optimization of the solution environment. The mySAP CRM Service solution offers: y Enterprise service y Customer service in the Interaction Center y Field Service y E-Service y Service Analytics This course will primarily focus on Enterprise Service.
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mySAP CRM Service: Key Capabilities Core Functionality & Feature Highlights • Planned Services • Counter Based Planning • Performance Based Planning • Simulation of Service Plans • Strategic Service Planning
Enterprise Service
Service Planning & Forecasting
• Resource Planning Tool • Appointment Scheduling • Multi Channel Integration • Qualifications for Resource Optimization
Customer Service & Support
Resource Planning & Optimization
• Project Management • Project Resource Planning • Opportunity Management • Engagement Management
Service Operations Management
Professional Services
• Installed Base • Returns Processing • In-House Repair • Resource Planning • Service Order & Requests • Contracts & Entitlements, Planned Services • Financial/Controlling Integration • Service Operations Analytics
• Service within the Interaction Center • Service Order & Requests • Complaints & Returns • Contracts & Entitlements • Installed Base • Resource Planning • Case Management • Warranty Management
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Service Planning and Forecasting: mySAP SAP enables an organization to proactively maintain products for optimal performance and create consistent revenue streams for the service business. Customer Service and Support: mySAP SAP provides timely resolution to customer issues by connecting the entire service process from initial customer contact through to final resolution. Resource Planning and Optimization: The resource planning and optimization capabilities of mySAP CRM enable resource planners to plan long-term resource strategies and optimize short-term scheduling tactics. Service Operations Management: Service Operations Management is the central operations control for the management of the service enterprise in mySAP SAP. Professional Services: mySAP CRM enables service providers to meet current and future client-centric business needs.
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mySAP CRM Service: User Interface Options
Service Confirmation
Time Management
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PC UI (People Centric User Interface) - pre-configured user roles: y Pre-assembled content for complete business tasks. y Easy adaptation of the roles for specific needs. y Path: Content Admin → Roles. Also, within the roles admin, it is possible to create/ delete or modify the navigation structure for one specific role. y Transaction-driven roles: - Focus on transactions to find, modify, or create data - Provide access to transactions very quickly using 2nd-level navigation - Have overview pages only for each entry in the 2nd-level navigation - Have no detail navigation iView - Focus on transaction-driven pages - Examples of transaction-driven role: Service Representative y Information-driven roles: - Focus on structured and unstructured information, reporting - Provide overview pages to every kind of object - Navigate between the pages using detail navigation on third level - Focus on content from different sources in iViews - Examples of information-driven roles: Service Manager Mobile UI: y mySAP CRM supports two types of mobile scenarios: laptops and handheld devices. Laptops employ the solutions for mobile sales and mobile service, which are synchronized using the CRM middleware with the SAP CRM server applications. Handheld solutions can be accessed in online or offline mode.
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mySAP CRM Service: People-Centric User Interface (UI) CRM service application on portal page Orientation Area Search Area Result List Detail Area 1
Detail Area 2
mySAP EP* iViews (Service Analytics) on portal page
iViews
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mySAP CRM Service: People Centric User Interface (UI): CRM Service application on portal page: y The CRM system builds up the application (= internal service). y The portal provides the framework, in which the application is displayed (= external service). mySAP EP iViews (Service Analytics) on portal page: y Portal pages are structured in work sets (navigation elements). The portal receives analysis values and combines those in iView technique to framework which is displayed on the screen.
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mySAP CRM Service: Business Partner Business Partner Relationships Patient
Employee
Borrower
Business Partner
Tenant
Creditor
Vendor Vendor Customer
Accounts Receivable
Neutral Persons and organizations Cross-application Open infrastructure Integration through operational concepts
ManuManufacturing facturing Plant Plant
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Business partners are at the center of business transactions, and thus the center of business interest. All relevant information about a business partner must therefore be available quickly in consolidated form. The customer, therefore, needs to have a central and comprehensive view of the business partner. A business partner can only be created once, regardless of the business transactions in which it participates. For example, if a company is both a customer and a vendor, it is still one and the same business partner. However, a business partner can figure in a company in other ways. Depending on the specific business processes in which a business partner participates, the information required about the business partner may vary considerably. For example, for the goods delivery process, information on inco-terms and delivery conditions is required; whereas, for the sales order processing, information on delivery dates and payment conditions is relevant. A business partner can be in contact with other business partners. These relationships can be very different in nature (for example, a marriage, contact person, company relationships). The SAP Business Partner provides functions that fulfill these business processes. A business partner is created only once in the system, but can take on several different roles. The different relationships between business partners can also be defined.
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mySAP CRM Service: Organization Possibilities A part of an international organization: Global Service
Level 1
Americas
South America
North America
Level 2
USA
Level 3
California
Level 4
Office S.F.
Group SF1
Europe
France
Berlin Office
Group B1
Munich Office
Group B2
Level 5
Office L.A.
Group SF2
Germany
Level 6
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Organizational units for mySAP CRM Service have to be permitted for the scenario Service. The Service Organization indicator marks the selected organizational unit as a service organization. Organizational units that are responsible for executing services and that should be displayed in the resource planning tool have to be flagged as Service Team. You can assign a resource planner position to a service team using Goto → Resource Planner Assignment. The system users or business partners assigned to this position are the resource planners who use the resource planning tool. The organizational unit will appear under My Service Teams when the resource planner starts the resource planning tool.
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mySAP CRM Service: Organizational Unit Positions and holders assigned to an organizational unit: Berlin Office
Level 4
Position Employee
Group B1
Group B2
Service Manager
Jane Miller
User Position
Munich Office
Jane Miller
Service Representative
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Organizational Unit An organizational object (object type key O), which is used to form the basis of an organizational plan. Organizational units are functional units of an enterprise. Depending on how task distribution is organized in an enterprise, these can be, for example, departments, groups, or project teams. Position An organizational object (object type key S) which shows the functional task distribution of individual items and their reporting structure in the organizational plan. In CRM, positions could be, for example, sales manager, sales representative, Interaction Center manager or Interaction Center agent. Holders (employees or CRM users) can be assigned to one or more positions. Employee / User Employees and users are persons assigned to a position. A person can be a CRM business partner with the role Employee (object type key BP) or only a CRM User (object type key US) that is assigned to a position in an organizational plan. By assigning an employee or a user to a position, you can show where an employee is assigned organizationally in a company (what his function is). Assigning an employee is recommended because an employee master contains more business data than a user.
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mySAP CRM Service: Product Master Financing
Material
Service
Products Products are are differentiated differentiated according according to to product categories product categories
Warranties
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The product master delivers information about all the products a business buys and sells. Products can be material goods (for example, a PC) or non-material goods (such as services like PC maintenance). The product master is the central source of product-specific data. This data is stored in individual product master records. A product master record contains the data needed for product management. This data can be sub-divided as follows: y Data that describes the product (such as size and weight) y Data with control functions (such as item category group, which determines the item category of items in a CRM sales order) In order to control product-specific data, product master data is split up into the following groups (product categories): y Material: All products in the conventional sense, for example, PCs, tables, lamps, software. y Service: All services, such as maintenance, preventative maintenance. y Financing: Financial products, such as leasing y Warranties: Warranties are guarantees made by a manufacturer, vendor, or seller to a customer to provide services for a certain period of time wholly or in part without charge. Different product-specific data is obtained according to the selected product category.
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mySAP CRM Service: Product Category Service Service
Use in: Service
Process Item Service Confirmation Item Service Contract Item
Set types for Services: Basic
data: base unit Transaction control fields Duration of work Resource requirements Default values for service contracts and warranties
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Products with category Service are maintained in the CRM system and don’t have to be transferred to the R/3 system. Set types appear as sub-screens on tab pages in product maintenance and are assigned to in the Maintain Categories and Hierarchies. y The base unit of measure can be maintained in product maintenance only if the product was created in the CRM system. y Transaction control fields contain the item category group, which is used to determine the item category for a transaction item. y The duration of work is used as a default value in the service process item. It is then available as information in subsequent resource planning. Resource requirements contain a default rule specifying how the executing service organization, which is to perform the service, is determined automatically in the service process item. y The default values for service contracts are the service profile and response profile. The service profile defines the times when a customer is entitled to a service. You can specify the availability times in the service profile. The response profile is used to generate date and time intervals for the performance of service tasks. The system calculates the time interval within which a predefined task must be performed with reference to the service profile to which the response profile is assigned. This set type is available for service products for contracts. y Additionally to the comparable information given concerning service contracts you before you can issue warranties, you must define basic conditions and requirements. These conditions and requirements can be based specifically on your company, your products, your customers, and your customer group, and differ from country to country or region to region. The product type Warranty can be used in CRM Service for these purposes.
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Warranties can be categorized as follows: - Category of warranty: customer warranty, vendor warranty - Validity: time-dependent, counter-dependent, time-dependent, and counter-dependent
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Overview of CRM Service: Unit Summary You are now able to Describe the integrated mySAP CRM architecture and technology Provide a survey of the mySAP CRM Service solution Describe the mySAP CRM Service key capabilities Describe the different mySAP CRM Service user interface options Describe the relevant mySAP CRM Service data
SAP AG 2004
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Exercises Unit: Introduction - CRM Service Overview Topic: Service Products in SAP GUI and PCC UI
At the conclusion of this exercise, you will be able to: • Create service products • Identify the different kinds of service products • Describe the build-up of the two different user interfaces (SAP GUI and PC UI) Your organization offers various services for its customers. Since you chose mySAP Customer Relationship Management as a solution, you would like to become familiar with it.
1-1
Create a new service product that represents the service you provide to a customer in SAP GUI. 1-1-1
Log on to the CRM system. The trainer will provide a user name and password.
1-1-2
Which product types are available? ____________________________________________________________ Define the different product types. ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________
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1-1-3
Create a product master with product type Service and category SRV_SERV. (Service: Purchasing).
1-1-4
Enter Product ID SRV## (## is your group number) and the Description Technician Work Hour ##.
1-1-5
The Item category group is SRVO (service item), the Base unit H (hour).
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1-1-6
The price for one work hour in sales organization Sales US and distribution channel 14 (service) is 100.00 USD (US Dollar). Select Condition type 0PR0 (price) for key combination sales organization/distribution channel/product.
1-1-7
Assign the product to sales organization Sales US and distribution channel 14 (service), division 00. The sales unit in this sales area should be H (hour).
1-1-8
The duration of work should be one H (hour).
1-1-9
Save your service master of product type service.
1-1-10 Your product should be a service for product IT1006 (Laserprinter Print-it now). Change product IT1006 and enter product SRV## as a service for it. Save your product.
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OPTIONAL: 1-2 Because you are familiar with the process of creating a service product in SAP GUI and named the different sections of the SAP GUI screen, you will now search for your newly created service product in the SAP portal to get to know this new interface, too. 1-2-1 Log on to the portal with user and password provided by your trainer. 1-2-2 Define the role concept in the portal. ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ 1-2-3 Describe the two different types of roles and give an example. Type 1 ___________________________________________________________ ___________________________________________________________ Example: ___________________________________________________________ Type 2 ___________________________________________________________ ___________________________________________________________ Example: ___________________________________________________________ 1-2-4 Open the Products area. 1-2-5 Search for the product IT1006 using Advanced Search. (You could alternatively search using Fast Search). 1-2-6 Browse through the different tabs and have a look at the data. What happens after opening the Conditions tab? ___________________________________________________________
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Solutions Unit: Introduction - CRM Service Overview Topic: Service Products in SAP GUI and PCC UI
1-1
Create a new service product that represents the service you provide to a customer in SAP GUI. 1-1-1
Log on to the CRM system. The trainer will provide user and password. Choose SAP menu → Master Data → Products → Maintain Products (COMMPR01).
1-1-2
There are four product types available: • Material:
All products in conventional sense, for example, PCs, tables, software. • Service:
All products, such as maintenance, preventative maintenance. • Financing:
Financial products, such as leasing. • Warranty:
Guarantees made by a manufacturer, vendor, or seller to a customer to provide services for a certain period of time wholly or in part without charge.Create a service product master. Select Service. Field Name or Data Type
Values
For Category
SRV_SERV (Service: Purchasing)
Choose Continue. 1-1-4
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General Data: Field Name or Data Type
Values
Service
SRV##
Description
Technician Work Hour ##
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1-1-5
1-1-6
1-1-7
Service tab: Field Name or Data Type
Values
Item Category Group
SRVO
Base Unit of Measure
H (hour)
Conditions tab: Field Name or Data Type
Values
CTyp (= Condition Type)
0PR0 (Price)
Selection of key combination
SAP004 (Sales Organization /Distribution Channel/Product)
Sales Organization
Sales US
Distribution Channel
14
Amount
100.00 (e.g.)
Currency
USD (US Dollar)
Sales & Distribution tab: Select Assign. Field Name or Data Type
Values
Sales Organization
Sales US
Distribution Channel
14
Select Enter. Sales: Control Fields / Quantities:
1-1-8
1-1-9
© SAP AG
Field Name or Data Type
Values
Sales Unit
H (hour)
Service tab: Duration of Work: Field Name or Data Type
Values
Duration of Work
1
H (hour)
Save.
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1-1-10 Assign your product as a service for product IT10006. Choose Open Product Field Name or Data Type
Values
Product ID
IT1006 (Laserprinter Print-it now)
Select Continue (Enter). Make sure you are in change mode. If not, use the Display <-> Change icon. Choose Relationships. Choose the Services tab: Field Name or Data Type
Values
Product
SRV## (Technician Work Hour)
Save.
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OPTIONAL: 1-2
Become familiar with SAP portal. 1-2-1 Log on to the portal with the user name and password provided by your trainer. 1-2-2 Definition of the role concept in the portal: • People-Centric CRM packages all content needed to perform a job function
as a role • A role consists of work-sets for each business activity • Each work-set provides pages to access all underlying applications needed
to perform a task 1-2-3 There are two different types of roles: 1) Transaction-driven roles: •
Focus on transactions to find, modify, or create data
•
Provide access to transactions very quickly via 2nd-level navigation
•
Have overview pages only for each entry in the 2nd-level navigation
•
Have no detail navigation iView
•
Focus on transaction-driven pages
Example of transaction-driven roles: •
Service Representative2) Information-driven roles:
•
Focus on structured and unstructured information, reporting
•
Provide overview pages to every kind of object
•
Navigate between the pages via detail navigation on third level
•
Focus on content from different sources in iViews
Example of transaction-driven roles: •
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Service Manager
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1-2-4 Open the products area. Select Products & Installations → Products. 1-2-5 Choose Open Advanced Search to search for the product IT1006. (You could also search using Fast Search). Advanced Search pop-up: Field Name or Data Type
Values
Search
Product
By
General
Product Type
Material
ID/Description
IT1006
Choose Go. 1-2-6 Browse through the different tabs and have a look at the data. What happens after opening the Conditions tab? When opening the Conditions tab, a second tab area appears.
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Installed Base
Day 1
Day 2
1.
Overview of CRM Service
4.
Planned Services
2.
Installed Base; Individual Object
5.
Service Order Management
3.
Service Contract & Entitlement
Day 3 6.
Complaints and Returns
7.
In-House Repair
8.
Enterprise Intelligence
9.
E-Service
10. Service Analytics SAP AG 2004
© SAP AG
Appendix
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Installed Base
Installed Base (IBase) Management Installed Base (IBase) Customizing
SAP AG 2004
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Installed Base: Unit Objectives
At the conclusion of this unit, you will be able to Identify functions and contents of IBase Create and know how to work with an IBase Perform the customizing settings for IBase
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Installed Base: Business Scenario
z Your customer’s technical equipment for z which they need services to be provided.
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Installed Base: Structure Partners
Header z Category z External ID z Description z Status (system/user) z Authorization Group
Address
Documents
Partners
Components z Product z Text z Installed base z Individual object z Customer-specific types
Address
Documents
Components
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The IBases at the uppermost level (~ header) are used to structure the customer or business partner (for example, company X, department Y, building M, branch A). The IBase components are found at a lower level. The set of installed objects at the customer’s site can be used to: y Determine the exact object for which a problem has been reported. y Determine in detail what the transaction refers to (for example, visit by field service representative, repair by a service employee). y Determine which object is affected and the parts it consists of (important information for technicians). y Document changes made to objects. In addition to this direct use of the IBases data for individual service processes with the customer, IBase data also forms the basis for additional evaluations, such as activities covered by service contracts and statistics.
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Installed Base: Example of Component Structure Client Server Installation xyz Application Server 01
Sold-to Party: Company 4711 Status: Operating Contact Person: John Summer Address: Walldorf, Neurottstr. 16
Motherboard RAM Hard drive 40GB
Identification: HD-98765
Unix Application Server 02
Contact Person: Pat Winter Address: Rot, Max-Planck-Str. 1
Motherboard RAM Hard drive 50GB
Identification: HD-43210
Windows NT Installed Base
Product ...
Product Component
Text ...
Text Component
Installed Base ...
Individual Object
Individual Object ... SAP AG 2004
You can use the IBases for storing your customer‘s structures and objects such as in the above example for technical equipments. You can use different types of components within IBases: y Product components. y Text components. - Text components can also be used for structure notes. y IBases as a component of another IBase. y Individual objects - An individual object can only be assigned to one IBase component. Therefore individual objects may not be copied. - (An individual object can exist independent from an IBase). y Customer specific component types. - For example, cars, washing machines, telephones and so on. can be grouped in object families. - An object family can be assigned to multiple categories You can mix all component types within one structure in any way.
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Installed Base: Functions and Properties Partner and address information Status management Time-based representation of IBase, showing Create, change, display IBase Relationships Comparison of two IBase Tree structure for IBase component navigation Component structure and component detail view
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IBase functions and properties: y Partner and address information - Header or component of IBase - Multiple partners possible (sold-to-party, service employee group, responsible employee) y Status management. - System status (created, inactive, ...); User status (operating, ...) y Time based representation of IBase, showing. - Changes to IBase structure - Adding / removing of IBase components y Create, change, display IBase - Including changes of IBase in the past y Relationships - Connecting counter, measurement point, qualification requirement and warranty y Display, compare, change two IBases - Display and compare two different IBases - Display two different statuses for one IBases for to different times and compare them - Changes to IBase structure (for example: the move of components between IBases) y Tree structure for installed base component navigation - Cut, copy, paste - Drag & drop y Component structure and component detail view - Subordinate installed bases in installed base
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Installed Base: Integration Integration Qualifications
Qualification: Good hardware knowledge
Qualification: Good project management skills
Qualification: Speaks Spanish fluently
Warranties
Counters
E.g. printer SAP AG 2004
Creation and linking of qualification requirements for a service employee to an installed base or components. Qualification requirements for the service employee... y determine the qualifications required by a service employee for servicing an installed base or the components of an installed base, for example, welding permission. y are to be checked in the resource planning tool to see that the required qualifications for processing a service order for a component match with the actual qualifications of the assigned service employee. Creation and linking of warranties to components of an installed base. Warranties may contain one ore more of the following... y a defined validity period; a link to an uniquely identified product, installation or object; Coverage terms for parts, labor, and travel; Influence of pricing and financial management; Purchasing information and tracking of aggregate warranty cost. Option of assigning counters to components of an installed base. Data from counter readings are available for... y Follow-up scenarios: Trigger maintenance order when specified counter reading is reached; Check warranty claims (for example, based on operating hours). y Evaluation scenarios: Reporting on usage, capacity; Calculation of consumption. y CRM billing from service documents: Based on counter readings (for example, consumption).
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Installed Base: Counter Integration (1) Two Counter Types Measuring Points
Counters Counters are measuring points with counter character:
Measuring points have indicator character: Non-monotone value outcomes
Monotone, sequenced value outcomes
No overflow value
Overflow value
Typical measuring points:
Planned value
Thermometer, Speedometer
Integrated value check which defines counter as:
Special case of a measuring point:
Forward counter
Oil meter reader:
Backward counter
Typical counters:
Generally monotone decreasing but
with monotone and non-monotone times
Odometer, electricity meter (forward counter)
Overflow value
Miles
Water meter (backward counter) Speedometer (Miles/Hour)
Odometer (Miles) Water Meter (Cubic Meter)
Hour
SAP AG 2004
Definition of counter specific wording: Counter Overflow: y The counter overflow indicates the value when the counter is reset to a defined value (in general to zero), assuming it is a forward counter. (A backward counter resets to the overflow value when it reaches a defined value (in general, when it reaches zero). Example (automobile’s odometer): y As soon as the value reaches 99.999,99 (maximum value) the next value that displays will be 0,00 (minimum value).The overflow only affects the visible value displayed on the physical counter. The system tracks the overall value (100.000,00). An indicator cannot have an overflow value. - Minimum Value & Maximum Value: Minimum value and maximum value allowed for this counter. The behavior is different for a measuring point (indicator) or a counter. For both, no reading will be accepted with a visible value on a reading less than the Minimum Value. (For a counter, if it is a backward counter and the visible value on the reading is greater than the visible value on the previous reading, then it is assumed that a rollover has occurred and the overall value is increased accordingly). Planned Value: y The planned or target value. This may be used in validation rules or for statistical comparison with actual values. For a Counter, one must also specify a planned time frame for the planned value. Example (planned time frame for planned value): y 99.999,99 km (~ planned value) per for example, 1 year (~ planned time frame). One uses the Plan_Time field (for example, 1) in combination with the Plan_Unit field (for example, year) in the © SAP AG
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Create Counter view. (The fields are not relevant for indicators because they don’t have any time dependencies).
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Installed Base: Counter Integration (2) 4 different Counter Views Administration View
Administration View
External View
Counter Search functions e.g.
Counter Reading functions e.g.
•
•
•
• Counter creation
• Create Measuring Point •
Administration View
Create Counter Reading Create Multiple Counter Readings
•
Display all Readings
•
Display last Reading
Create Counter
Master Data View
Business Transaction View
Master Data View
Business Transaction View Business transaction related:
Master data related e.g. • Counter Creation: • Create Counter in:
• One order: • Service order
• Individual object
• Service confirmation
• IBase component
• Service plan •
• Counter reading entry
SAP AG 2004
Counter administration view: You can reach the counter administration view via the transaction: /ncrm_mpk_admin. Counter readings relevant to execution of services are recorded for various purposes: Recording service histories. y For example, recording mileage during technical inspection of a car. Claiming services. y For example, recording number of times that customer was in contact with consultancy team during project implementation. Recording energy consumption. y For example, household gas or electricity readings. Assessing warranty claims based on consumption. y For example, car warranty is only valid for the first 30,000 miles. Scheduling service plans. y For example, next maintenance work should be scheduled after 1000 operating hours.
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Installed Base: Enhancements Enhancements Plausibility check in structuring objects by object families Inheritance of addresses and partners Display subordinate IBases of an IBase
Zoom
Generating IBases from sales processes
SAP AG 2004
New in IBase CRM 4.0 y Plausibility check in objects by object families: - Installed base maintenance. > Restriction to install IBase components below other components by adjustable entries in customizing table. > Restriction logic not only for IBase component types but also for object families. - Example: If there is an object family Building and an object family Elevator, it should not be possible to have buildings as subordinate objects below elevators. y Inheritance of addresses and partners: - Logical inheritance of address and partner data by lower level components along IBase structure. - Inheritance can happen physically (inquiry whether this is wanted) or read together manually. y Display subordinate IBases of an IBase: - Selection of processing functions either within the structure display or in the screen area: Direct Subordinate Objects (please compare screenshot overview and zoomed view). y Generating IBases of an IBase: - Each new sale has an impact on the existing IBase at customer site. - IBase is updated by drag & drop of sales item. - Triggered from R/3 sales order calling CRM IBase API’s (SD R/3 → CRM). - R/3 IBase created from sales order to be transferred to CRM IBase (SD R/3 IBase → CRM IBase). - R/3 materials and serial numbers map into CRM IBase product components with identification. - CRM sales order creates/updates customer’s CRM IBase.
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Installed Base: Reporting Reporting Change of IBase in the past
SAP AG 2004
Maintenance of IBase in the past: IBase Maintenance (incl. enhancements for mobile clients): y IBase transports exact history of all changes made in the life cycle to the database. y Visualizes IBase changes. - For entire IBase. - For each IBase component. y 3.0: Changes in IBase with current date/time only. (IBase data can only be displayed in the mobile client. Changes to the data are only possible in CRM online [exception: moving a component within an IBase]). y 4.0: Changes of IBase can be backdated until the last change of IBase. (Creation of an IBase and its components; copy & paste for component creation; customer-specific components supported [set types are downloaded from CRM enterprise]; serialized components [creation & modification of individual objects]; structural changes across IBases; partner maintenance; attribute maintenance; Ibase history – display of structure on a previous date; notes & attachments exchange). Action Log: y Who made what changes to IBase in the past at a glance y Reports where components of IBase are used y Reports all service orders for an IBase component
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Installed Base: Middleware - R/3 Integration Middleware / R/3 Integration External interface (XIF) for IBase
Migration of R/3 equipments into CRM IBase
Enhancement of the equipment validation service for R/3 serial numbers External System (Non SAP)
R/3 R/3 Equipments
CRM Server CRM Middleware Groupware Adapter External Interface Adapter R/3 Adapter
CRM Server Applications CRM Adapter (Validation Service)
BW Adapter Mobile Client Adapter
SAP Web Application Server
SAP AG 2004
Data Transfer of Equipments: y One leading system for data changes: - CRM: installed base changes in CRM w/o synchronization to R/3. - R/3: installed base changes into CRM via update from R/3 only. y Initial/delta download communication via CRM Middleware. y Data transfer using external interface (XIF). y Data transfer from R/3 to CRM: - Restricted to equipment and hierarchies. - Mapped as individual objects. Integration of CRM Installed Base with R/3 Master Data: y High tech customers are extensively using serial number to represent individual object in R/3. y Difference between serial numbers and equipments is a flag (both are in the same table). y Validation of equipments and serial numbers are separated due to this flag. y Equipments turn to installed bases, serial numbers turn to individual objects. The components of the equipments are stored as pointers on individual objects. y Only equipments are validated in a second step and routed to the mobile bridge.
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Installed Base: People-Centric User Interface (UI) People-centric UI For for example, IBase
Orientation Area Search Area Result List
Detail Area 1
Detail Area 2
SAP AG 2004
The pattern-based People Centric UI screen design (to exemplify: IBase) with the following five areas: Orientation area: y Preconfigured user role to preassemble content for complete business tasks and specific needs (for example, service representative or – service manager: Welcome Mike Burton) y Path: Products & Installations → Installations y Path: Products & Installations → Individual objects) Search area: y Fast search (personalization and configuration possible): - Show field: (e.g.) myFavorites etc. - Get dropdown list: for example, Installed Base - Go button triggers the fast search y Open Advanced Search (personalization and configuration possible): - Via Open Advanced Search button you trigger the opening of the Advanced Search area. Result list: y The results of your (fast) search are shown in the result list. , 5. Detail areas 1 & 2: y After selecting one result from the result list details concerning this result can be shown in detail.
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Installed Base: Integration of Individual Object Service Orders Complaints
In-house repair
Service order and confirmation
Service contract
Case management
Service cycle IBase ... Product ... Text ... IBase ... Individual object ...
SAP AG 2004
Individual objects enable you: y To track those uniquely, identified, specific objects in business processes. Object history: - partner history - attribute / configuration history - business document history - object structure - relationship history y Individual Object with reference to product: - attribute set types - relationships - document links y To manage specific data valid for distinct individual objects and support the mapping of business processes that require a unique reference to a specific object. For example: - A service contract for an object. Individual objects are comparable with equipments in R/3.
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Installed Base: Individual Object versus Product Product versus Individual object: Product
IObject
A product contains information on the features of goods or services
An individual object provides specific data, valid for only one, uniquely identified, single object
e.g. size of RAM of a computer
e.g. IP address of a computer
With unique IP number
SAP AG 2004
Product versus Individual Object: y The product contains general information about the goods or services it describes. However, it cannot make a statement about individual objects that could possibly exist for the product. y Individual data that is valid for exactly one object is stored in the Individual object. That means, that an Individual object is generally identified by a number, fixed relationship or description. For example: - ID number: the monitor of a computer with the manufacturer's serial number "xyz„. - Location: Mr. Smith's washing machine at 25 George Street, London. Although the washing machine does not have a serial number, it is not likely to be confused with any other washing machine. - Building with address: In addition, Individual objects can be used to represent objects relevant to the business environment that are not directly either service or sales process objects. You can categorize Individual objects in object families with the same types of object (for example, household appliances and software licenses). You can define the attributes that are relevant to each object family for the description of associated individual objects as individual fields. You can group the fields according to the requirements for representation on the interface. Each Individual objects belongs to an object family. y Settings made at the object family level determine which fields can be maintained for the objects. y All other settings related to objects are also made at the object family level.
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Installed Base: BW Integration of Individual Objects BW Integration
Retrieve individual object data from BW
BW data as a basis for analytical functions
SAP AG 2004
BW Connection: y Enabling evaluation of costs per component and IBase. y Retrieve individual object data from BW. y BW data as a basis for analytical functions.
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Installed Base: Channel Integration of Individual Objects Channels E-Service
E-Service - Internet
Product self-registration Mobile Service - Laptop
Field Applications
Mobile Service
Interaction Center
Interaction Center
Sales, service and marketing processes
SAP AG 2004
IBase integration into service order: y Processing of service orders and requests with reference to any component of a customer’s IBase. y CRM online, internet customer self-service, customer interaction center, mobile service. IBase integration into service contract: y IBase components used to exactly specify service contract coverage for customers objects. y Service contract information visible from installed base. IBase integration into interaction center: y Search and display customer’s installed base by partner, address or identification data in CIC navigation area. y Detailed display of selected installed base in the CIC application area. y Ease-of-use transfer of selected installed base components into service process as reference objects or spare part items.
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Installed Base Customizing: Topic Objectives
At the conclusion of this topic, you will be able to Perform the customizing settings for IBase
SAP AG 2004
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Installed Base: Customizing Steps IBase category Assign user status profile Permitted component types Assign partner determination procedure
Customer-specific component types Individual objects Object families Attributes Set types
SAP AG 2004
The installed base category differentiates the business use of installed bases. You can use the SET/GET-Parameter IBV to set a default value for an installed base category. Component types are SAP data. The settings control the program flow for each read or write access to the installed base data. If you want to define your own object types, you must program a function group and a class.
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In Addition Individual Object: Customizing Steps Steps: 1. Define object family 2. Define the fields (attributes) 3. Define groups of fields (set types) 4. Include set types in the API/BDOC structures 5. Define object family (part 2) 6. Create categories for object families 7. Initialise number assignment 8. Reserve set types for an object family
Steps for use in IBase management: 1. Assign object families to IBase categories 2. Define characteristics of object families SAP AG 2004
You can find the complete description of Customizing individual objects in the Implementation Guide (IMG) documentation for the IMG function Perform Steps for Individual Objects. Step 4 is necessary only if the changes are to be transported to a different system or if Installed Base data will be transferred into the CRM system via API. If you want to use descriptions for the individual objects, you have to assign the set type COMM_PR_SHTEXT. The transaction code for step 6 is COMMPROBJ. Step 7 is done in the product number range maintenance. You have to create a number range for external numbering. Step 8 is optional and has to be performed only if you'd like to reserve a set type for individual objects so that it cannot be used for products.
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In Addition Counter: Customizing Steps Steps: 1. Maintain counter attributes 2. Maintain counter categories 3. Set flags on transaction type and/or item category
SAP AG 2004
You can find the complete description of Customizing counter settings in the Implementation Guide (IMG) documentation for the IMG: Step 1: IMG → Customer Relationship Management → Master Data → Counter → Maintain Counter Attributes Step 2: IMG → Customer Relationship Management → Master Data → Counter → Maintain Counter Categories Step 3: IMG → Customer Relationship Management → Transactions → Basic Settings → Define Item Categories
Step 3 is necessary for the way the counters and readings display. There you can set the checkmarks: y Display counter y Display reading y One tab page
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Installed Base: Unit Summary
You are now able to Identify functions and contents of IBase Create and know how to work with an IBase Perform the customizing settings for IBase
SAP AG 2004
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Exercises Unit: Installed Base and Individual IObjects Topics: •
Installed Base (IBase)
•
Individual Object (IObject)
•
Counter
In SAP GUI and PCC UI At the conclusion of this exercise, you will be able to: • Create an IBase including IObject and Counter • Maintain an IBase including IObject and Counter
Your customers have technical or other objects. Some of them are individual while others include counters. The services you provide refer to these objects.
1-1
Describe Installed Base (IBase). 1-1-1 Define the term IBase. _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ 1-1-2 Outline a scheme of a possible IBase component structure (including all different components that an IBase can contain).
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1-2 Create Installed Base (IBase). 1-2-1 Log on to the CRM Service 4.0 training system with user name and password provided by your trainer. 1-2-2 Choose SAP menu → Master Data → Installed Base → Create Installed Base. (Transaction: IB51). 1-2-3 Create an Installed Base with IBase category Installed Base. 1-2-4 Enter your group number as external ID ## and the description IBase_Megastore##. 1-2-5 Assign the business partner with name ##MEGASTORE (## = your group number) as main partner with partner function Sold-to Party. 1-2-6 Enter an IBase address. 1-2-7 Assign the following IBase components in a 2-level hierarchy: 1) Products: IT1006 (Laserprinter Print-it now), IT1000 (PC Maxitech 1.200 Professional), IT1104 (Colordrop Ink Cartridges). Each of them with quantity 1. 2) Text item Color printer related to the component IT1006 (Laserprinter Print-it now). 3) You could also assign an IObject to your IBase (but you don’t). Product versus IObject: What is the characteristic of a product (in comparison to an IObject)? _____________________________________________________________ _____________________________________________________________ _____________________________________________________________ What is the characteristic of an IObject (in comparison to an product)? _____________________________________________________________ _____________________________________________________________ _____________________________________________________________ 1-2-8 Save your first IBase. Note internal IBase number of first IBase. ___________________________________________________________ OPTIONAL: 1-2-9 Create a second IBase in the same way then you did the first one. 1-2-10 Save your second IBase. Note internal number of second IBase. ___________________________________________________________ 1-2-11 Assign your second IBase as a component to your first IBase. 1-2-12 Save.
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1-3 Change Installed Base (IBase). 1-3-1 Change your first IBase and replace the component IT1000 (PC Maxitech 1.200 Professional) with component IT1005 (Flatscreen Cormoran 17"). OPTIONAL: 1-4 Display Installed Base (IBase). 1-4-1 Display your Installed Base with valid-on time 10 minutes before actual time. 1-5 Change two Installed Bases (IBases). 1-5-1 Change both IBases you created before. Dismantle one component and install it in the other installed base. 1-6 Installed Base (IBase) in PC UI. 1-6-1 Log on to the portal with the user name and password provided by your trainer. 1-6-2 Open the Installed Base area. 1-6-3 Search for the IBase you created first using Fast Search. 1-6-4 Look at the General and Detailed data concerning your IBase.
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Unit: Installed Base and Individual Object Topics: Customizing of Counter At the conclusion of this exercise, you will be able to: •
Maintain the customizing settings for Counters
2-1 Customize counter settings. 2-1-1 Create a new counter attribute. For creating a new counter attribute, maintain the following data: Field Name or Data Type
Values
Counter attribute
Z##_C_ATTR
Description
Z##_Counter_Attribute
Unit of measure
PC (piece).
Save. 2-1-2 Create a new counter category. For creating a new counter category, make a new entry and maintain the following data: Field Name or Data Type
Value
Category
Z##
Description
Z##_Counter_Category
Input Mode
Visible Value
Save. 2-1-3 Review item categories settings for counters. Look at item category ZSRP to see what settings have been maintained.
© SAP AG
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Display counter
•
Display reading
•
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Save.
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Solutions Unit: Installed Base and Individual Objects Topics: •
Installed Base (IBase)
•
Individual Object (IObject)
•
Counter
In SAP GUI and PCC UI 1-2
Describe Installed Base (IBase). 1-6-5 Define the term IBase: An IBase represents a hierarchical component structure or setup of devices, machinery, products, and so on delivered to customer that can also include intangible objects such as software packages and licenses. The installed bases at the uppermost level are used to structure the customer or business partner. The installed base components are found at a lower level. 1-6-6 Scheme of possible IBase component structure. You can mix all component types within one structure in any way.
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1-2
Create Installed Base (IBase) in SAP GUI. 1-2-1 Log on to the CRM Service 4.0 training system with a user name and password provided by your trainer. 1-2-2 Choose SAP menu → Master Data → Installed Base → Create Installed Base. (IB51). 1-2-3 Select: Field Name or Data Type IBase Category
Values 01 (Installed Base)
Select Enter. 1-2-4 IBase data: Field Name or Data Type
Values
Ext. ID
##
Description
IBase_Megastore##
Click Enter. 1-2-5 Choose Goto → Partner in the menu bar. Partner Assignment pop-up: Field Name or Data Type
Values
Function
Sold-to Party
Partner
##Megastore
Main Partner Click Transfer. 1-2-6 Choose Goto → Address in the menu bar. Enter required data in Address Maintenance pop-up. Select Copy.
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1-2-7 Enter the direct subordinate objects. 1) Product tab: Field Name or Data Type
Values
Product ID
IT1006 (Laserprinter Print-it now)
Quantity
1
Product ID
IT1000 (PC Maxitech 1.200 Professional)
Quantity
1
Product ID
IT1104 (Colordrop Ink Cartridges)
Quantity
1
Enter. 2) Enter a text item under the IT1006. Mark the product IT1006 (Laserprinter Print-it now) in the structure-tree. Text tab: Field Name or Data Type Description Enter.
Values Enter text: e.g. Color printer
3) Product versus IObject: Definition Product: A product contains information on the features of goods or services (For example, size of RAM of a computer).Definition IObject: An individual object provides specific data, valid for only one, uniquely identified, single object (e.g. IP address of a computer). 1-2-8 Save your first IBase. Note the internal IBase number: _______________________________________________________________
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OPTIONAL: 1-2-9 Create a second IBase in the same way then you did the first. 1-2-10 Save your second IBase. Note the internal IBase number: _______________________________________________________________ 1-2-11 Assign your second IBase as a component to your first IBase. Choose SAP menu → Master Data → Installed Base → Change Installed Base. (IB52). Choose Enter. Open your first IBase: Field Name or Data Type
Values
Installed Base
Internal number of your first IBase
Choose Enter. Field Name or Data Type
Values
Installed Base
Internal number of your second IBase
1-2-12 Save.
1-3 Change Installed Base (IBase). 1-3-1 Replace the product IT1000 with the product IT1005. Choose SAP menu → Master Data → Installed Base → Change Installed Base. (IB52). Select Enter. Open your first IBase: Field Name or Data Type
Values
Installed Base
Internal number of your first IBase
Select Enter. Mark the product IT1000 (PC Maxitech 1.200 Professional) in the structure tree. Select Cut in the context menu. Choose IBase_Megastore## in the structure tree Products tab: Field Name or Data Type
Values
Description
IT1005 (Flatscreen Cormoran 17")
Quantity
1
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OPTIONAL: 1-4 Display Installed Base (IBase). 1-4-1 SAP menu → Master Data → Installed Base → Display Installed Base (IB53). Field Name or Data Type
Values
Installed Base
Number of your first IBase
Valid-on time
10 minutes before
Select Enter. 1-5 Change two Installed Bases (IBases). 1-5-1 SAP menu → Master Data → Installed Base → Change Two Installed Bases. (IB54). Field Name or Data Type
Values
IBase(left)
Number of your first IBase
IBase (right)
Number of your second IBase
Select Enter. Drag one component from the left to the right side. Save. 1-6 Installed Bases in PC UI. 1-6-1 Logon to the portal with a user name and password provided by your trainer. 1-6.1 Choose Products & Installations→ Installations. 1-6.2 Fast Search: Field Name or Data Type
Values
IBase
Number of your first IBase
1-6.3 Mark your IBase in the result list. Double click. Browse through the different tabs and have a look at the data.
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Unit: Installed Base and Individual Object Topics: Customizing of Counter
2-2 Customize counter settings. 2-2-1 IMG path: CRM → Master Data → Counter → Maintain Counter Attributes. Select New Entries. Field Name or Data Type
Values
Counter Attribute Description
Z##_C_ATTR Z##_Counter_Attribute
Unit of measure
PC (pieces)
Save. 2-2-2 IMG path: CRM → Master Data → Counter → Maintain Counter Categories. Select New Entries. Field Name or Data Type
Values
Category
Z##
Description
Z##_Counter_Category
Input Mode
Visible Value
Save. 2-2-3 Review item categories settings for counters. Look at item category ZSRP to see what settings have been maintained. IMG path: Choose CRM → Transactions → Basic Settings → Define Item Categories. Choose SRV1. In Dialog Structure on left side of screen, choose Assignment of Business Transaction Categories. Choose Service Process. Double click on Customizing Item in dialog structure. View the settings for Display Counter, Display Reading and One tab page.
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Service Contract & Entitlement
Day 1
Day 2
1.
Overview of CRM Service
4.
Planned Services
2.
Installed Base; Individual Object
5.
Service Order Management
3.
Service Contract & Entitlement
Day 3 6.
Complaints and Returns
7.
In-House Repair
8.
Enterprise Intelligence
9.
E-Service
10. Service Analytics SAP AG 2004
© SAP AG
Appendix
CR700
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Service Contract & Entitlement
Service Contracts & Service Quotations Warranties & Service Level Agreements Service Contract & Warranty Customizing
SAP AG 2004
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Service Contract & Entitlement: Unit Objectives At the conclusion of this unit, you will be able to: Identify functions and contents of service contracts Create service contracts Bill contracts Describe the options for Service Level Agreements Enter a contract with Service Level Agreements Describe the effects of contracts on service processing Perform the customizing settings for service contracts and Service Level Agreements
SAP AG 2004
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Service Contract & Entitlement: Topic Objectives At the conclusion of this topic, you will be able to: Create service contracts Bill service contracts
SAP AG 2004
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Service Contract & Entitlement Service Contract Quotation
Product & Warranty Registration
Service Contract
22 33
11
Service Contract Billing
Contract & Warranty Analysis
44 88
Service Order Confirmation & Billing
Service Order Service Order Escalation
55
77
66
SAP AG 2004
Product registration of customer assets represented as installed base components and individual objects; multiple warranties can be assigned to registered products Quotation for service contract Service contract specifying object coverage, parts and services entitlement, service levels and price agreements Periodic billing of service contract using CRM billing engine, integrated to SAP R/3 financial and cost accounting Service order processing with integrated validation of service contract and warranty entitlements Monitoring service level compliance of service order and triggering predefined escalation procedures Service order confirmation and billing according to service contract price agreements and warranty entitlements Service level compliance analysis, Service contract profitability analysis, Warranty analysis
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What is a Service Contract? Service Contracts Represent long-term service agreement with customers about content and coverage of services Specify service levels a customer is entitled to List the parts that are covered by contracted services (for example, server, workstations, printers) Product list containing services and spare parts included in contract entitlement Contain price agreements for services and parts Limit contracted services or spare parts in terms of value and/or quantity
SAP AG 2004
A service contract is a long-term agreement with business partners that specifies which services are being offered for that period. The service contract line item lists customer objects – installed base, installed base components, and products – that are covered by the contract line item. Service level agreements list the level of service a customer is entitled to and contain functions for monitoring compliance with those terms. A contract may include contract-specific price agreements that control not only what is covered by the contract but also what prices may be charged for any work covered by that contract.
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Header Data
Service Contract Structure • Partner
• Cancellation
• Dates
• Texts
• Billing Plan
• Status
• Billing
• Organization
• Prices & Conditions
• Actions
• Price Agreements
Service Product
Item Data
SLA Object List
Installed Base
Target Value / Quantity
Product
Product List
Services
Release List
Spare Parts
SAP AG 2004
As with all other CRM documents, the service contract consists of header and item data. The service contract functions are controlled by the transaction type. The header billing plan contains the totals for all item billing plans. In the billing due list only item billing plans appear. The services performed for the customer under service contract conditions are defined in the service contract item. Objects can be installed bases, installed base components or products. Dates could be, for example, validity period of contract Different types of services can be stipulated as service products in a service contract item: y An individual service (for example, hotline) y A service package in which several services and spare parts are grouped in the product list (for example, car inspection) y A service limited according to value or quantity (for example, free-of-charge telephone consultation for the first three months after buying software) y A service plan in which planned services reoccurring at intervals are entered (for example, maintenance of a photocopier every 3 months)
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Object List & Product List Object list Objects (products, installed bases, or installed base components) a contracted service is valid for; can be specified in an object list.
Product List Services and spare parts that are covered by the contracted service; limits can be set in terms of quantity and value
SAP AG 2004
Each contract line item can specify a list of objects that are covered by the service product on that line item. Installed bases and installed base components can be used as elements of this object list. The object list can also include products. Objects are entered on the Objects tab page at the line item level. You can display existing service contract data for each installed base in Installed Base Management. You can specify services and spare parts that should be covered by the contracted services in the product list The product list can be specified by product, product category, or product range Items in the product list will automatically be validated against requested service during service and repair order processing
Value / Quantity Limits: y Limits can be set in terms of value and/or quantity for contracted services or spare parts
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Price Agreements Price agreements for services and parts can be maintained within a service contract. They are then applicable for any service process referring to the service contract. Header price agreements Item 10 Repair service
Item price agreements
Consideration of price agreements
Billing Service process with contract reference SAP AG 2004
Price agreements are contract-specific prices, discounts or deductions. They determine which services are covered wholly, partially, or not at all by the contract. For example, a price agreement can define that all spare parts are free of charge, and that the installation of spare parts is to be invoiced at the rate of $25 per hour. If you perform service processes with reference to the contract, the system takes these price agreements into account when billing from the service process. This means that the customer is billed only for those expenses not covered by the contract. Price agreements have no effect on periodic contract billing. The amounts charged for periodic contract billing result exclusively from the header and item conditions of the contract.
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Service Contract Billing Contract billing using CRM Billing Engine Billing requests generated from contract items according to billing plan Transferred to billing engine for billing
Document link between service order and service contract allowing Billing of service process with reference to service contracts pricing conditions Service order cost settlement to service contract's cost accounting object
SAP AG 2004
Service contract line items have a billing plan, which controls periodic billing. Billing requests are generated from the billing plan according to its customizing, and are transferred to the billing engine directly. Service processes assigned to service contracts may incur costs that are not entirely covered by the contract. These services may be billed at a special rate based on conditions in price agreements in the contract. When the service order is billed, these conditions will apply automatically.
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Controlling Integration SAP CO integration of service contract with SAP R/3 cost accounting object, collecting Revenues from contract's billing plan Costs from service orders referring to contract
SAP BW integration of service contract data Aggregated relevant data on contract header and item level from mySAP CRM and SAP CO
CRM Online SAP BW
SAP AG 2004
Service contract revenues can flow to SAP R/3 Controlling. Any costs associated with service orders assigned to a service contract can flow to SAP R/3 as well and are collected on contract level. SAP BW can report on service contract data from mySAP CRM and other SAP or non-SAP systems. The controlling integration is defined in the same way as for service processes. You can choose between single object and mass controlling. Service process costs are collected in the CO cost object associated with the contract. BW provides the following analysis: y Service Contract Analysis - Identifies contract products with a high net value - Overview of the value and volume of active service contracts - Monitors customer satisfaction with services performed under contracts y Service Level Compliance Analysis - Rate of completion on schedule with completion dates determined by service level agreements - Overview of delayed and on-schedule services - Monitors the punctuality of services - Enables quality analysis in service organizations
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CR700
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Service Contract Quotations Method 2: Create Service Contract as Follow-up transaction
Method 1: Convert Service Contract Quotation into Service Contract Service Quotation Contract Item 1 Item 2
Copy Service Contract Quotation items with status Quotation
Service Quotation Contract
9 9
Convert Convert
Item 3 Quotation item status: Quotation accepted Quotation rejected
accepted to Service Contract by using
Item 1
Contract Quotation
Item 2
Item 1
Item 3
Item 2
9 9 9 9
Service Quotation (Contract)
Service Contract Follow-up Follow-up document document
Item 1 Item 2
Item 3
Order item status: Quotation accepted Quotation
Quotation item status: Quotation accepted (1,2) Quotation (3)
Order item status: Open (1,2)
Result 2
Result 1
1 document
button
Item status indicates whether the item belongs to: Quotation (Quotation, Quotation) or Order (Quotation accepted)
Service Quotation Service Contract
2 documents
SAP AG 2004
Service Contract Quotations: y have a defined validity y can contain services, materials, spare parts and expense items y have the system statuses “Request for Quotation”, “Quotation”, “Quotation Accepted” and “Completed” y can be copied or converted into a service contract Method 2: y only Service Contract Quotation items with status “Quotation accepted” can be copied into Service Contract
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CR700
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Service Level Agreements: Topic Objectives At the conclusion of this topic, you will be able to: Describe the options for Service Level Agreements Describe the effect of contracts on service processing
SAP AG 2004
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CR700
3-13
Service Level Agreements (1) Service level of contracted services specified on contract item level Determines the delivery of contract based services for ensured service hours, response time, and so on Allows escalation procedures to monitor compliance of service fulfillment with SLA Controls the pricing of services according to chosen service level Controls processing of service processes referring to the contract, for example, service due dates Influences pricing of service contract and service processes referring to the contract
SAP AG 2004
Service level agreements are a subset of contracts where the customer is assured the performance of certain services within a predefined period of time. For example, if a problem occurs on a customer’s machines, the customer is assured that a technician will be on site to repair the fault within a specified amount of time. Contract pricing can be determined based on the response time desired for the contract line item. Service process deadlines can be influenced by contract line item. Service profiles and response profiles are assigned to the service product master. When the service product is added to the line item, the profiles are copied into the contract item. The service profile and response profile can be viewed on the Service Data tab. This profile is a default. You may choose another profile for the contract line item. Contract pricing can be based on the profiles (a standard price on the product level, an extra charge depending on profile chosen). This is done via the condition technique of pricing. In standard customizing, condition 1305 is delivered for extra charge depending on service window and 1306 for extra charge depending on response profile. You can view this on the Condition Detail tab.
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Service Level Agreements (2) Standard SLA parameters delivered by SAP, allowing to specify time frame of service availability ensured first reaction time ensured call closure time
According to the Service window and Response time profile fields provided by SAP within service product master service contract item
SAP AG 2004
Response time: How long it will take to respond to the customer need – call back within specified time, technician on site within a specified time Service window or Availability time: Working hours of the Service or Support Center Downtime: Maximum number of breakdowns per year Availability: Percentage of assured system availability Solution time: Maximum period of time allowed for the solution of a problem. The SLA parameters Response Profile and Service Profile are standard delivered. You can create additional parameters using customer-specific set types. Processing of the data from the set type occurs using Business Add-Ins (BAdIs).
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Availability Time and Response Time Example Service profile Response profile 8am -12pm / 1pm - 5pm 8 hours 4 hours 2 hours 7am - 7pm 8 hours 4 hours 2 hours
8am 12pm
6pm
Monday
8am 12pm
6pm
time
Tuesday
Notification received SAP AG 2004
In this example, the response times determined are displayed for a call received on Monday at 12 p.m. Service profile: 8a.m. - 12p.m. / 1p.m. - 5p.m. y Response time - 8 hours: response by Tuesday 12 p.m. y Response time - 4 hours: response by Monday 5 p.m. y Response time - 2 hours: response by Monday 3 p.m. Service profile: 7a.m. - 7 p.m. y Response time - 8 hours: response by Tuesday 8 a.m. y Response time - 4 hours: response by Monday 4 p.m. y Response time - 2 hours: response by Monday 2 p.m.
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Service Level Agreements - Enhancements Two options to enhance SLA function by customer specific parameters, for example, system availability level and number of downtimes, using either 1. Service product configuration to specify service level of contracted item incl. pricing determination 2. Field extension provided for contract item to specify service level from customer fields
SAP AG 2004
Enhancement of service level agreement parameters according to customer needs (1): y Use of configurable service products with customer-specific SLA parameter fields y SLA configuration values specified on service contract item level y Pricing determination from variant conditions of service product y SLA dependent service processing ruled via customer exit y No system modification Enhancement of service level agreement parameters according to customer needs (2): y Use of customer-specific field extension provided for service contract item y Customer's SLA values from service products (without configuration) y Pricing determination using customer-specific append to communication structure y SLA dependent service processing ruled using customer exit y Screen sequence control modification to integrate customer sub screen into contract item Example of monitoring a service level agreement: An escalation for a missed deadline could occur as follows: y The responsible processor is informed when the service process is still not in process after 2 hours. y The department manager is informed when the service process is still not in process after 3 hours. y The customer service manager is informed when the service process is still not in process after the time in the service window has run out.
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Service Contract Structure Service Process
Service Contract
Header Data
Determination criteria = • Business Partner • Business Partner • Sales / Service Organization • Validity Dates
= =
• Start Required Date
=
• Ibase
• Ibase
• Item Status “Released” Copy
Service Item
Item Data
• Sales / Service Organization
Service Item
SLA
Copy
SLA
Price Agreements
Copy
Price Agreements
SAP AG 2004
According to the settings in Customizing, when creating a service process with a transaction type for which contract determination is activated, either you are requested to select a contract, or the system determines the contract, and copies it automatically to the transaction. Contract determination occurs in the system based on the following selection criteria: y Partner: The sold-to party in the service contract and in the service process must be identical. y Sales and Service Organization: The sales organization and the distribution channel must be identical. If the service organization is processed in the service contract, it must be identical to the one in the service process. y Status: The status of the service contract item must be Released. y Validity: The date in the Start Required by Customer field in the service process must lie within the validity period of the service contract item. y Object List: The reference object from the service process must be entered in the object list for the service contract item. y Copying Control: The copying of contract items to transaction items must be set in Customizing. Service contract information is readily visible from any service process assigned to a service contract Services and spare parts available with a selected contract are proposed to copying to a service order. A release order list shows history of service orders relating to value/quantity service contract items. Service delivery dates are calculated based on SLA of selected service contracts.
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Warranties: Topic Objectives At the conclusion of this topic, you will be able to: Describe the features of warranties Describe the effect of warranties on service processing
SAP AG 2004
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Warranty - Definition A warranty is a promise made to the customer
Guaranteeing that a product is without defects
With a validity for a specific period
defining entitlements for repair or exchange of defect parts Wholly or in part without charge
SAP AG 2004
Warranties will be created in product master data maintenance using the product type Warranty. Following information can be entered for a warranty: y Warranty Category (Customer / Vendor warranty) y Warranty Basis (Time / Counter / Time-/Counter dependent) y Warranty Period y Accounting Indicator (criterion according to which you can differentiate between billable, non-billable, and partially billable products for pricing and controlling purposes) y Warranty Catalog (for including/excluding catalogs, code groups or codes) y Warranty Services (for including/excluding products, product groups, item categories or item object types) y Warranty Counter Data (for specifying the counter readings up to which the warranty is valid) This data is validated in the service transactions during the warranty check against the item data in the transaction.
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Warranties - Assignment Warranty Warranty Master Master
IBase IBase Component Component e.g. Individual Object
Warranty Warranty category category (customer) (customer) Warranty Warranty Basis Basis (time, (time, counter, counter, time time and/or and/or counter) counter) Period Period (validity) (validity)
Installation Installation Relationship Relationship Attributes: Start date
Subjects Subjects (including, (including, excluding) excluding)
Rule start
Services Services (including, (including, excluding) excluding)
Rule end
End date
Product Product Master Master Relationships
Rule Rule Start Start (e.g. (e.g. Iobject Iobject installation installation date) date) Rule Rule End End (e.g. start (e.g. start date date ++ runtime) runtime) SAP AG 2004
Assignment and tracking of warranties Product master y Warranty information for Individual Objects created with reference to product, for example, product registration using e-Service y Warranty information for non-individualized customer products, for example, complaint processing for consumer products Individual Object y Assigned automatically when referencing a product master y Date attributes of Individual Object such as delivery date, installation date, can be used for start date determination Installed Base component y Rule based or manual maintenance of warranty start date
Allows multiple assignment of warranties
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Service Process – Warranty Validation Automatic check in Service Order, Repair Order and Complaint Check for coverage of product that is subject of service including scope of entitlement (e.g. free parts and labor) Repeated warranty validation when relevant data has changed, e.g. damage code after inspection Relevant warranty data displayed and stored in document
Warranty Pricing and Billing Integration Immediate determination of influence on pricing and billing Accounting indicator copied as default from warranty Pricing conditions based on accounting indicator
Rule-based Warranty Cost Assignment Immediate determination of influence on cost settlement
SAP AG 2004
According to the settings in Customizing, when creating a service process with a transaction type for which warranty determination is activated, the system determines the warranty and copies it automatically to the transaction. Contract determination occurs in the system based on the Installed Base Component. Relevant warranty information is visible from any service process a warranty is assigned to. Full control of warranty expenses through rule-based warranty cost assignment Warranty Analysis y Provides information about the amount of products with or without warranty y Monitors expired warranties per Installed Base and Individual Object y Warranty expense analysis
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Service Contract & Warranty Customizing: Topic Objectives At the conclusion of this topic, you will be able to: Perform the customizing settings for service contracts Perform the customizing settings for warranty management
SAP AG 2004
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Service Contract & Warranty Customizing
Transaction Type Item Category Date Management Pricing Conditions Actions Cancellation
SAP AG 2004
Certain functions are prerequisites for working with all contract types. Before you create a contract in the online application, you make the following Customizing settings in the IMG for CRM: y Date management: You must define the date profiles for key dates in a contract, for example, start and end date for sales and service contracts, and interim period for lease contracts. y Actions: This is an optional function. You can customize the system to automatically plan and trigger specific follow-up actions, such as a follow-on document. y Pricing conditions: You determine the conditions that can be used for price agreements in contracts. y Cancellation: You can use the cancellation procedure to define and evaluate the various reasons for canceling a contract. The first three settings are available under CRM → Basic Functions. The last setting is available in the IMG under CRM → Transactions → Settings for Contracts.
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Service Contract Customizing - Header
Define transaction type: Transaction attributes and characteristics: Controlling attributes Leading business transaction category Assign business transaction categories: Additional business transaction categories Dependent of leading business transaction category Customizing at header level: Different settings according to business transaction category SAP AG 2004
Standard delivered contract type: SC (service contract) & SCC (service contract (Value/Quantity) The quantity/value service contracts has the entry C (=Service: Target Value and Quantity) in the Quantity/Value Contract field in the details of the service contract If the standard transaction types are not adequate for the representation of your business processes, you can define your own transaction types in Customizing under Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types. For each transaction type, you can define the different attributes that are required for a business process. Attached to transaction type: y Text determination procedure y Partner determination procedure y Status profile y Number range y Increment item number and increment sub-item number y Organizational data profile y Early number assignment Each transaction type is assigned to a business transaction category. Service contract is a business transaction category of its own.
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Service Contract Customizing - Item
Define item category: Item attributes and characteristics: Controlling attributes Item object type Assign business transaction categories: Assign business transaction categories Only certain combinations are permitted Customizing at item level: Different settings according to business transaction category SAP AG 2004
First you define the general settings that are the same attributes for all types of item categories. y General data: Item object type y Profiles - Text determination procedure - Partner determination procedure - Status profile - Orgdata profile for partner processing - Date profile - Action profile - Condition group - Configuration data In the second step, you define the business context for which the item category is used. The available settings differ depending on the assigned business transaction category. The business transaction category Sales contains billing data, pricing data and completion rule (here you can define whether it should be possible to exceed the quantity/value or not). The standard item category used for service contracts is ‘SCN (SAP Standard Service Contract Item)’. If the standard item category does not fulfill your requirements, you can define your own item categories in Customizing under Customer Relationship Management → Transactions → Basic Settings → Define Item Categories.
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Date Management Configuration Important dates used in contracts: Validity Dates: Start and End of Contract Cancellation Dates Billing Plan Dates Date Date Profiles Profiles consist consist of: of: Date Date rules rules Date Date types types Durations Durations Reference Reference Object Object
SAP AG 2004
Because a key component of the contract is an agreement for a certain length of time with customers, dates are crucial to contract configuration. Dates are controlled within the contract by a date profile. The date profile is assigned to the transaction type and the item category. Date profiles contain date rules, date types, durations and reference objects allowed. Date rules determine a date, for example, quarterly, first of the month, start date plus validity, today’s date. Date types are the types of dates we find as various fields in the contract, for example, contact start date, end date, acceptance date, cancellation date, or dates to or from on a billing plan. Duration gives us periods such as the validity period of a contract. A reference object is where the system draws the date from, such as from the database or from a customer.
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Service Contracts: Cancellation
Transaction Transaction Type Type
Cancellation Cancellation Procedure Procedure Cancellation Cancellation Rule Rule 11
Cancellation Cancellation Rule Rule 22
SAP AG 2004
Cancellation: You define a cancellation procedure that brings together configuration from cancellation rules and optionally, a cancellation party. Cancellation rules specify dates during which the cancellation can take place. Cancellation procedures must have at least one rule, but may have more. Cancellation procedures may specify a party, but then can be invoked only when that party is the canceling party. If you leave the field blank, all canceling parties can use this rule. Standard procedure 0001 comes shipped. It contains the two cancellation rules, 0001 and 0002. y Cancellation rule 0001 – allows cancellation immediately up to two weeks after contract start date y Cancellation rule 0002 – allows cancellation with a notice period of up to 3 months at end of year Cancellation reasons are a list of reasons you enter that are to be used in the contract to indicate why a party is canceling. These can be very useful for analysis at a later point.
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Contract Customizing - Price Agreements Price agreements are contract-specific conditions which affect work done in service processes assigned to the contract. Allowed condition types are assigned to a group. The group is assigned to item categories and transaction types for contracts. These same condition types must be used in the pricing procedure of the service process for the price agreements to automatically apply.
SAP AG 2004
Contractual price agreements take effect with billing from a service process with a contract reference. The price agreements are considered if they belong to the contract header or contract line item to which the service process was assigned. The same condition types used in the contract must be assigned to the pricing procedure for the service process.
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Customizing SLA Escalation Management Make settings in Escalation Management to control which processes are triggered when deadlines are missed Assign the date profile to the item category Assign the action profile to the item category
SAP AG 2004
The system can monitor when dates that are defined in the SLA parameters are exceeded. This is done by making settings in Escalation Management. You can use Escalation Management to determine any deadline you want to monitor and which subsequent processes you want to trigger when a date for this deadline is exceeded. Assign the date profile SLA Data at Item Level to your service process item category in the activity Assign Date Profile to Item Category and do the same thing for the action profile Monitoring SLA Deadlines in the activity Assign Action Profile to the Item Category. Set up the selection report for performing the actions (transaction SPPFP) according to your requirements. You can also enhance the action profile using your own action definitions. If you want to use your own Smart Form as an output medium, enter the name of the Smart Form in Action Processing and define the schedule and start conditions for definition of the action. Example y You use the SLA parameter First Response Time. The first response time is exceeded in a service process. An e-mail is generated and sent automatically to remind the employee responsible about this process and provide him or her with the most important transaction data. y As an enhancement to this escalation, a second e-mail can be sent to the same person or to a different person after an additional period of time has expired.
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CR700
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Customizing Warranties
Define profile for warranty check: Warranty check attributes settings: Scope of check Reference date Assign warranty check profile to transaction header: Assign warranty check profile
SAP AG 2004
The warranty check profile can be defined under Customer Relationship Management → Transactions → Settings for Service Processes → Define Profile for Warranty Check. For each profile, you can define the following attributes: y Scope of Check y Sequence y Fix at Release y Fix at Completion y Reference Date Assign the warranty check profile to the service contract transaction type under Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types: y Select Business Transaction Category Service Process y Assign Warranty Check Profile y Templates for frequently used warranties can be created in Customizing under Customer Relationship Management → Master Data → Products and then the activity Define Default Values for Warranties allowing to predefine values for: - Warranty Category - Warranty Basis - Date Profile - Warranty Start - Warranty End - Name of Period - Accounting Indicator
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- To use them in the product master, you have to use the set type Warranty.
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Service Contract & Entitlement: Unit Summary You are now able to: Identify functions and contents of service contracts & warranties Create service contracts & warranties Bill contracts Describe the options for Service Level Agreements Enter a contract with Service Level Agreements Describe the effects of contracts on service processing Perform the customizing settings for service contracts, SLA & warranties
SAP AG 2004
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Exercises Unit: Service Contract & Entitlements Topic: Service Contract At the conclusion of this exercise, you will be able to: • Create service contract • Assign installed bases and price agreements to the service contract product A contract is an agreement between customer and supplier. The contract contains products, price agreements, duration, and terms of payment. The customer pays a certain price for this package and receives an agreed performance (for example, telephone hotline 7/24, reduced prices on spare parts, and so on). 1-1
Create a new service contract. 1-1-1 Create a service contract with transaction type Service Contract using the following data: Field Name or Data Type
Description
Sold-to Party
##Megastore
Description
Contract ##
Product
SER_021 (Quantity 1)
1-1-2 Assign your previously created installed base. 1-1-4 Maintain the following products in the product list:
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Field Name or Data Type
Description
Product 1
SRV1_4
Product 2
R-1130
Product 2
R-1160
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1-1-5 Create a price agreement for the product R-1160 on item level. Field Name or Data Type
Description
Condition Type
0PAR (Item Discount Contract – SAP00090)
Amount
10
1-1-6 Release the items (expand the toolbar on the header level) and save the service contract. Your service contract number: __________
2-1
Create a new service order. Check whether your newly created service contract will be determined and can be assigned to the service order. 2-1-1 Create a service order with transaction type Service Process using the following data: Field Name or Data Type
Description
Sold-to Party
##Megastore
Description
Harddisk problems ##
Product
R-1160 (Quantity 1)
2-1-2 Assign the service contract you have created in the previous exercise. 2-1-3 Check the Prices on item level: Has the discount from the service contract been copied? _______________ 2-1-4 Check the contract assignment on item level. 2-1-5 Release the items and save your service order. Your service order number: __________
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Unit:
Service Contracts & Entitlements
Topic:
Billing of the Service Contract
At the conclusion of this exercise, you will be able to: •
Bill the service contract
•
Check the creation of an internal order
•
Post the revenues to CO
Your long-term agreements (contracts) with your customers will be billed on periodically basis (for example, monthly). You can use CRM billing to create invoices.
1-1
Perform an individual billing of the previously created service contract. 1-1-1 Go to Maintain Billing Due List and enter the number of your service contract, then press F8 (Edit). 1-1-2 Select the row with the actual month and perform an individual billing for this item. 1-1-3 Save. 1-1-3 Search for your billing document.
1-2
Check the creation of the internal order in R/3. Search for your internal order: 1-2-1 Use F4 search Internal Order created from CRM Service. 1-2-2 Enter the transaction number of your service contract in the Business Transaction field and check the Master Data.
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Exercises Unit: Service Contract & Entitlements Topic: Warranty At the conclusion of this exercise, you will be able to: • Identify warranties within the processing of business transactions in Service • Specify the effect of warranties on pricing and billing A warranty is a promise made to the customer - guaranteeing that a product is without defects - with a validity for a specific period - defining entitlements for repair or exchange of defect parts - wholly or in part without charge 1-1
Assign a warranty to a component of your installed base. 1-1-1 Open the installation for your BP ##Megastore. 1-1-2 Assign the following warranty to the IBase component: Field Name or Data Type
Description
Warranty
WP_001
1-1-3 Save your changes. 1-2
Create a new service order and check whether the warranty you just examined will be determined in the document. 1-2-1 Create a service order with transaction type Service Process using the following data: Field Name or Data Type
Description
Sold-to Party
##Megastore
Description
Notebook warranty ##
1-2-2 Enter a Spare Part Product: Field Name or Data Type
Description
Product
R-1130
Please select No assignment when the pop-up appears! © SAP AG
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1-2-3 Assign the installed base component for your business partner ##Megastore as Reference Object on item level: 1-2-4 The system displays a message that valid warranties were found. Check the Warranties tab on item level: Which warranty was found? ______________ Which accounting indicator was found? ______________ What is the impact of the accounting indicator on the prices? _______________________________________________ 1-2-5 Release the items and save your service order. Your service order number: __________
1-3
Create a confirmation for your service order. 1-3-1 Create a confirmation as a follow-up transaction for your service order. 1-3-2 Copy all items into the confirmation. 1-3-3 Check whether the warranty data has been copied into the service confirmation. Is it the same warranty as in the service order? __________________ 1-3-4 Check the prices. Does the accounting indicator impact the prices? How? ________________________________________ 1-3-5 Complete items and save your confirmation. Your confirmation number: _____________
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Solutions Unit: Service Contract & Entitlements Topic: Service Contract
1-3 Create a new service contract. 1-3-1 Log on to the Portal with the user name and password provided by your trainer. Go to Field Service → Contracts and create a service contract with transaction type Service Contract Choose Create. In the pop-up, choose Service Contract. Field Name or Data Entry
Description
Sold-to Party
##Megastore
Description
Contract ##
Choose Add Entry Field Name or Data Entry
Description
Product
SER_021
Quantity
1
To confirm the entries, choose Enter. 1-3-2 Assign your previously created installed base on item level. Choose the Installed Base tab Select Add Entry and enter the number of your IBase.
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1-3-3 Maintain the following products in the product list: Choose Product list tab Choose Add Entry Field Name or Data Type
Description
Product 1
SRV1_4
Product 2
R-1130
Product 2
R-1160
1-3-4 Create a price agreement for the product R-1160 on item level. Choose Price Agreement tab Choose Add Entry Field Name or Data Type
Description
Condition Type
Item Discount Contract – SAP00090
Product ID
r-1160
Amount
10
Enter 1-1-5 Release the item and save the service contract. Choose Status tab (on item level) Select Add Entry and select the status Released in the drop down box. Save Your service contract number: __________
Go to Service & Support → Orders and create a new service order. Check whether your newly created service contract will be determined and can be assigned to the service order.
2-1
2-1-1 Create a service order with transaction type Service Process. Choose Create
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In the pop up, choose Service Process: Field Name or Data Type
Description
Sold-to Party
##Megastore
Description
Hard drive problems ##
Enter. Choose Add Entry Field Name or Data Type
Description
Product
R-1160
Quantity
1
2-1-2 Assign the service contract you have created in the exercise before. After choosing Enter to confirm the product ID, a pop-up appears. Select Choose. 2-1-3 Check the Prices on item level. Prices tab Has the discount from the service contract been copied? Yes, the discount has been copied. 2-1-5 Check the contract assignment on item level. Contracts tab View the contracts information. 2-1-6 Save your service order. Save Your service order number: __________
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Solutions Unit: Service Contract & Entitlements Topic: Billing of the service contract
1-1
Go to IDES → Billing and perform an individual billing of the previously created service contract. 1-1-4 Go to Maintain Billing Due List and enter the number of your service contract, then choose F8 (Edit). Choose CRM Billing as Billing Engine Application: Enter your service contract number in the selection screen, then choose F8: 1-1-5 Select the row with the actual month and perform an individual billing for this item. 1-1-6 Save. 1-1-4 Go to Field Service → Billing and search for your billing document. Choose Open Advanced Search and enter your business partner number in the Payer field. Choose the Search result to display the details.
1-2
Go to R/3 Integration → Display Internal Order and check the creation of the internal order in R/3. Search for your internal order: 1-2-1 Use F4 search Internal Order created from CRM Service. 1-2-1 Enter the service contract number in the Business Transaction field and perform the search. Check the Master Data.
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Solutions Unit: Service Contract & Entitlements Topic: Warranty
1-1
Assign a warranty to your installed base. 1-2-3 Go to Products & Installations → Installations and open the installation for your BP ## Megastore. Select Open Advanced Search and search the installed base by partner. Enter your business partner number in the Partner field : Field Name or Data Type
Description
Search
Installed Base
By
Partner
Partner
##Megastore’s BP number
Go. Choose the IBase with the description ##Megastore Installation. (This is a preexisting IBase that you did not create) 1-2-4 Assign a warranty to the IBase component. Choose the Search result to display the details of the IBase. Expand the structure and select the IBase component to assign the warranty. Choose the component with the identification A0100036. Warranty tab Add Entry. Enter the following warranty information: Field Name or Data Type
Description
Warranty
WP_001
Enter. 1-2-5 Save .
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1-3
Create a new service order and check whether the warranty you just examined will be determined in the document. 1-3-1 Create a service order with transaction type Service Process using the following data: Sales & Support → Orders Choose Create Choose Service Process in the pop up menu Enter the following information: Field Name or Data Type
Description
Sold-to Party
##Megastore
Description
Notebook warranty ##
1-3-2 Enter a line item for a Spare Part Product Products tab Select Spare Parts from the drop-down box. Choose Add Entry. Field Name or Data Type
Description
Product
R-1130
Quantity
1
Choose Enter: Select No Assignment in the pop-up of the service contract assignment: 1-2-3 Assign your installed base component as Reference Object on item level: Reference Object tab (item level) Choose Add Entry Search for component by installation data for the installed base component with the warranty assigned.
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Field Name or Data Type
Description
Search
Component
By
Installation Data
Ext ID
*##* (search for your group number with asterisks) CR700
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Choose the component with the identification A010036. Enter 1-2-4 The system displays a message that valid warranties were found. Check the Warranties tab on item level: Warranty tab Which warranty was found? WP_001 Which accounting indicator was found? Goodwill What is the impact of the accounting indicator on the prices? Prices tab See condition type 2308 with 100% discount. 1-2-5 Save your service order. Your service order number: _____________
1-3
Create a confirmation for your service order. 1-3-1 Create a confirmation as a follow-up transaction for your service order (expand the toolbar on header level). Choose Expand Choose Create Confirmation Choose Confirmation in the pop-up box. 1-3-2 Copy all items into the confirmation. Choose Copy All. After you selected the Copy All button, the green light in the Transfer column turns into a checkmark. 1-3-3 Check whether the warranty data has been copied into the service confirmation. Go to the Products tab. Choose the Warranties tab (on the item level). Is it the same warranty as in the service order? Yes.
© SAP AG
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1-3-4 Check the prices. Prices tab Does the accounting indicator impact the prices? How? The accounting indicator is found by the access sequence of the condition type Z308. 1-3-5 Complete items and save your confirmation. Choose Expand. Choose Complete Items in the expanded menu. Save. Your confirmation number: _____________
© SAP AG
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Solutions Unit: Service Contract & Entitlements Topic: Service Contract
1-1
Create a new service contract. 1-1-1 Log on to the SAP GUI with the user name and password provided by your trainer. SAP Menu → Service→ Service Contracts and Service Plans → Maintain Service Contracts. and create a service contract with transaction type Service Contract From menu at top: Business Transaction → Create Choose Service Contract Enter the following information:. Field Name or Data Entry
Description
Sold-to Party
##Megastore
Ext Reference
Contract ##
Add a line item: Field Name or Data Entry
Description
Product
SER_021
Quantity
1
To confirm the entries, choose Enter. 1-1-2 Assign your previously created installed base on item level. Double click on the line item or use the Expand Data Areas button. Choose the Object list tab Field Name or Data Entry
Description
Installed Base
Your installed base
1-1-3 Maintain the following products in the product list: Choose Product list tab Field Name or Data Type
© SAP AG
Description
Product 1
SRV1_4
Product 2
R-1130 CR700
3-50
Product 2
R-1160
1-1-4 Create a price agreement for the product R-1160 on item level. Choose Price Agreement tab Field Name or Data Type
Description
Condition Type
0PAR (Item Discount Contract – SAP00090)
Product ID
r-1160
Amount
10
Enter 1-1-5 Release the item and save the service contract. Choose Status tab (on item level) Select Set Status and select the status Released in the drop down box. Save Your service contract number: __________
2-1 Create a new service order. Check whether your newly created service contract will be determined and can be assigned to the service order. SAP Menu → Service→ Maintain Service Process 2-1-1 Create a service order with transaction type Service Process. From menu at top, choose Business Transaction →Create Choose Service Process: Field Name or Data Type
Description
Sold-to Party
##Megastore
Description
Hard drive problems ##
Product
R-1160
Quantity
1
2-1-2 Assign the service contract you have created in the exercise before. © SAP AG
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After choosing Enter to confirm the product ID, a pop-up appears. Select the contract and choose Contract Assignment 2-1-3 Check the Prices on item level. Choose Item Details Conditions tab Has the discount from the service contract been copied? Yes, the discount has been copied. 2-1-4 Check the contract assignment on item level. Contract data tab View the contracts information. 2-1-5 Save your service order. Save Your service order number: __________
© SAP AG
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© SAP AG
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Solutions
Unit: Service Contract & Entitlements Topic: Billing of the service contract
1-1
Perform an individual billing of the previously created service contract. SAP menu → Service → Billing → Maintain Billing Due List 1-1-1 Enter the number of your service contract, then choose F8 (Edit). 1-1-2 Select the row with the actual month and perform an individual billing for this item. Choose the row for this month. Choose Individual Billing. 1-1-3 Save. The line that has been billed will be marked with a green dot. 1-1-4 View the billing document. SAP menu → Service → Billing Maintain → Billing Documents Enter search criteria Field Name or Data Type Payer
Description The BP number for ##Megastore
Choose Maintain Billing Documents to display the details. Highlight the row and choose Details . 1-2
Check the creation of the internal order in R/3. 1-2-2 Log into the R/3 system using the user your instructor gives you. SAP Easy Access Menu →Accounting →Controlling →Internal Orders →Master Data →Special Functions→Order → Display Use F4 in the Order field. Choose the search help Internal Order created from CRM Service. 1-2-3 Enter the service contract number in the Business Transaction field and choose Start search. Choose the line by doubleclicking Choose Master Data
© SAP AG
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© SAP AG
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Solutions Unit: Service Contract & Entitlements Topic: Warranty
1-1
Assign a warranty to your customer’s installed base. 1-1-1 Open up the installed base which has been created for your ##Megastore customer in your CRM system. SAP Menu→ Master Data → Installed Base→ Change Installed Base (IB52) Choose F4 for search help in the Installed Base field. Use the Text = Description search tab Field Name or Data Type
Description
Description
##* (your group number followed by an asterisk)
Enter Choose the IBase with the description ##Megastore Installation. (This is a preexisting IBase that you did not create) Choose Enter to display the IBase. 1-2-4
Assign a warranty to the IBase component. Choose the Notebook Basic 15 component with the identification A0100036. Choose Relationships Warranty tab Enter the following warranty information: Field Name or Data Type
Description
Warranty
WP_001
Enter. 1-2-5 Save . 1-3
Create a new service order and check whether the warranty you just examined will be determined in the document.
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1-3-2 Create a service order with transaction type Service Process using the following data: SAPMenu →Service → Maintain Service Processes Choose Business Transaction → Create Choose Service Process Enter the following information: Field Name or Data Type
Description
Sold-to Party
##Megastore
Description
Notebook warranty ##
1-3-3 Enter a line item for a Spare Part Product Field Name or Data Type
Description
Product
R-1130
Quantity
1
Choose Enter: Select No Assignment in the pop-up of the service contract assignment: 1-2-3 Assign your installed base component as Reference Object on item level: Choose Item Details Objects tab Search in the component field by choosing F4. Use the Search Component Using Installed Base Field Name or Data Type
Description
Description of IBase
*##* (search for your group number with asterisks)
Enter Choose the component with the identification A010036. 1-2-4 The system displays a message that valid warranties were found. Check the Warranties tab on item level: Warranty tab Which warranty was found? WP_001
© SAP AG
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Which accounting indicator was found? K1 Goodwill What is the impact of the accounting indicator on the prices? Conditions tab See condition type 2308 with 100% discount. 1-2-5 Save your service order. Your service order number: _____________
1-3
Create a confirmation for your service order. 1-3-1 Create a confirmation as a follow-up transaction for your service order (expand the toolbar on header level). Choose Follow up button Choose Create Service Confirmation→ Confirmation Choose Confirmation in the pop-up box. 1-3-2 Copy all items into the confirmation. Choose the line item . Choose Copy 1-3-3 Check whether the warranty data has been copied into the service confirmation. Choose the Warranty tab (on the item level). Is it the same warranty as in the service order? Yes. 1-3-4 Check the prices. Conditions tab Does the accounting indicator impact the prices? How? The accounting indicator is found by the access sequence of the condition type Z308. 1-3-5 Complete items and save your confirmation. Choose Fast Entry Choose Complete.. Save. Your confirmation number: _____________
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© SAP AG
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Planned Services
Day 1
Day 2
1.
Overview of CRM Service
4.
Planned Services
2.
Installed Base; Individual Object
5.
Service Order Management
3.
Service Contract & Entitlement
Day 3 6.
Complaints and Returns
7.
In-House Repair
8.
Enterprise Intelligence
9.
E-Service
10. Service Analytics SAP AG 2004
© SAP AG
Appendix
CR700
4-1
Planned Services & Forecasting
Service Plan & Service Interval Simulation & Forecasting
SAP AG 2004
© SAP AG
CR700
4-2
Planned Services: Unit Objectives At the conclusion of this unit, you will be able to Identify functions and contents of service contracts Describe the functions and contents of service plans Create a service contract including a service plan item Simulate & forecast service plans Perform the customizing settings for service plans, service intervals & service templates
SAP AG 2004
© SAP AG
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Planned Services & Forecasting
Service Plan & Service Interval Simulation & Forecasting
SAP AG 2004
© SAP AG
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4-4
Planned Services: Business Scenario Planned Services Business scenario with which the maintenance of an object is planned or performed by a service organization according to defined rules. Examples of rules:
Proactive triggering of quotations for services Services according to legal requirements, accident prevention regulations or environmental protection Contractual agreements Within these rules the following agreements are met: Which object is covered What triggers a planned service
SAP AG 2004
Benefits of the Planned Services scenario: y Lead to a reduction of costs and an increase in efficiency through the standardization and effective planning of (planned) services y Prevent unplanned downtimes through regular maintenance y Enable the efficient planning of resources, for example, personnel and materials y Take account of legal requirements, for example, product liability laws and accident prevention regulations
© SAP AG
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Planned Services & Forecasting Trigger service order from service plan
Define service plan Register products for service
22
11
33
Create and optimize assignment
Planned Services
Perform service plan simulation and forecasting
Perform billing of service plan
Perform service and confirmation
44
77 55 66 SAP AG 2004
The Sales Manager registers products of customer assets and individual objects, service products, service intervals and defines service plans. A service contract is then defined for the customer specifying object coverage, parts and service entitlement, service plan, service levels and price Based on time intervals or counter readings service orders or quotations are generated and service contract and warranty entitlements are checked automatically. The Resource Planner assigns the service item to one or more technicians, according to the appointment agreed upon with the customer. The Field Service Representative performs the service as described in the service plan, confirms working times and materials used, and documents the inspection results. The Service Manager performs periodic or individual billing of service plans and contracts using the CRM billing. The Service Manager simulates service orders to forecast and evaluate future requirements of qualified personnel, working times, and materials resulting from the service plan.
© SAP AG
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Service Plan: Definition (1) A service plan
Is a functional enhancement and increases the functionality of the service contract
Generates follow-ups (quotation, service order, activity) at definable points in time
Uses a service strategy which is stored as master data
Determines when and which service is to be planned, performed or offered for which object. The rules therefore are defined in the service interval
Can be set up so that a follow-up transaction is triggered before the actual service plan is due
Planned Services
Individual or periodic scheduling
Intervals can be based on time, counter or both of them
Periodic services can be billed to the customer independently of the services actually performed. SAP AG 2004
Follow-up documents are generated using a new action profile on the sub item level 1. Temporal Trigger - Based on time interval (for example, every year) - Fixed Interval – terminated by confirmation 2. Performance-dependent Trigger - Based on counter readings (real counter based) - Fixed counter interval with date forecast 3. Event-dependent Trigger - Message or reporting of a failure 4. Complex Trigger - Combination of each of the above ( 1 to 3 ) Service orders are created from a service plan using the PPF (Post Processing Framework) Three steps are carried out: y Create a service order by copying the service plan item (copy control) y Merge the new service order with additional data (for example, sub-items from a service order Template, Reference Objects or Dates) y Update the service plan by calculating the next planned date
© SAP AG
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Service Plan: Definition (2) A service plan contains Service intervals as information regarding when services are to be performed or other follow-ups are to be created automatically Technical objects Descriptions of work to be performed Scheduling data Maintainable agreements for services
WHEN?
WHAT?
WHERE?
Service plan
Quotation Order Activity
SAP AG 2004
A service uses copy references for services to be performed y Describes complex service items y Analyzes template in the case of service order y Is on item level for service interval Date interpreter y Base tool within CRM y Calculates dates on the basis of rules (service interval) y Modification-free rules be created
© SAP AG
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Service Interval & Products Service interval Specific service interval is performed repeatedly and described once Defines which service is to be done when Service intervals will be copied in the contract via the service product and can be modified there Service intervals get resolved into sub items in the contract item
Services are either individual items or templates
Planned service products CRM product A service interval can be referenced Can be limited to object families
SAP AG 2004
A service plan product has to be assigned to the item category group SPLA (Service Plan Product). A service plan product needs a special settype to allow the assignment of a Service Interval Template. A planned service should be performed on a regular basis. Therefore, a Service Interval can be created. A service interval is a kind of a rule, stating which service should be performed when.
© SAP AG
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Service Interval Template
New transaction for defining scheduling parameters
Service interval template can be assigned to a service product (new settype for service products)
New transaction type Service Template can be used as a task list for tasks to be done when service has to be performed
Service Product Car Inspection
Service Interval Template Set type
Car Inspection z Scheduling type: cyclic, once, alternating, fixed values z Time and/or counterbased z Service template: task list
SAP AG 2004
© SAP AG
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Scheduling Scenarios Service plans and service intervals enable the planning of services in advance based on time and/or counter values:
A recurring service should be performed
A service should be performed once or several times on a specified point in time (not recurring)
A service should be performed based on a counter interval The planned date is evaluated on estimated counter consumption which is converted from the system into a duration added to the start date The planned date is determined by estimated values, available measuring vouchers continuously adapt the planned date to actual consumption
unique planning
cyclical planning
Time / Counter Small Inspection
Big Small Inspection Inspection
Big Inspection
Inspection
Inspection
Time / Counter
SAP AG 2004
Scheduling means in this context: y A general rule about the frequency and the parameters of a planned service The following scheduling scenarios are provided: y Cyclic y Once y Alternating y Fixed values All these scenarios can depend on: y Time y Counter y Both of them - Example “Mobility Service” for cars:
Inspection every 15.000 km 20% rebate on time and material Mobility warranty for one year (breakdown service, etc.) - Questions to be answered within Planned Services:
How many inspections will we have to perform next week/month/year? Do we have enough service technicians available? How about costs and revenues for mobility services?
© SAP AG
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Scheduling Scheduling via special date rules
New date types in the date profile
Dynamic call of the date rule of the actual service interval by date rule for planned date
Access to the service plan context within a date rule (e.g. counters, reference objects, etc.)
Date rule for planned date: e.g. with counter interval
SAP AG 2004
Scheduling enables creation of general rules about the frequency and the parameters of a planned service. The following scheduling types are supported for the three service plan types Time Dependent, Counter Dependent & Time & Counter Dependent: y Cyclical y Once y Alternating y Fixed values
© SAP AG
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Creating Service Order from a Service Plan Service Contract
Service order
Service contract item
Service order item
Car Inspection
Sub item
shares data with e.g. price agreements
Service plan item
TÜV
Item usage Doc flow
Inspection
Service Order Template
Check light
Check light
Check brakes
Service order template items are copied in service order item as sub items
Check brakes
Pricing of the service order item and sub items can influenced from service contract item. CO Integration by using the service contract item or service contract header as controlling object.
SAP AG 2004
A Serviceplan item is a subitem of the service contract item If a service order template has been assigned to the service interval template of the service plan product, the items of the service order template are copied in service order item as subitems Pricing of the service order item and subitems can be influenced by servicecontract item CO Integration by using the servicecontract item or servicecontract header as controlling object
© SAP AG
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Service Contract Customizing: Item
Define item category: Item attributes and characteristics: Action Profile Date Profile Assign business transaction categories: Assign business transaction categories Only certain combinations are permitted Customizing at item level: Different settings according to business transaction category Time Interval Rule Counter Interval Rule SAP AG 2004
First you define the general settings that are the same attributes for all types of item categories. y General data: Item object type y Profiles - Text determination procedure - Partner determination procedure - Status profile - Orgdata profile for partner processing - Date profile - Action profile - Condition group - Configuration data In the second step, you define the business context for which the item category is used. The available settings differ depending on the assigned business transaction category. The business transaction category Sales contains billing data and pricing data. The standard item category used for Service Plan Products is SPLA. If the standard item category does not fulfill your requirements, you can define your own item categories in Customizing under Customer Relationship Management → Transactions → Basic Settings → Define Item Categories. The standard Action Profile assigned to the item category SPLA is SERVICEPLAN.
© SAP AG
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Planned Services & Forecasting
Service Plan & Service Interval Simulation & Forecasting
SAP AG 2004
© SAP AG
CR700
4-15
Service Plan Simulation: Goals Forecast of future services Forecast service events for a given time period such as z Planned dates z Organizational units involved z Resources needed z Pricing information
Give an idea how the next periods could look like z Resource workload:
Demand for a specific resource cumulated within a period
z Service workload:
Amount of services to be performed in a certain period
Support mid-term and long-term planning with forecast
SAP AG 2004
Basic Needs y Predict future resource workloads based on current service contracts y Determine service event dates based on virtual service orders y Transfer forecast data to SAP Business Information Warehouse y Compare forecast and actual data Process y Enter parameters for forecast horizon y Select all service contracts with service plan within this horizon y System creates virtual service orders (which are not saved) to determine resources for each service event date y The user can see a list of dates and service orders as a result containing the desired information (resources, products, dates,…) y Transfer data to SAP BW (reporting and analysis functionalities)
© SAP AG
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Service Plan and Forecast Service Plan: only the next planned date
so next plan date item 10
time
parameters: • forecast horizon: t1 – t2 or • next 2 orders
Forecast: series of next planned dates
so item 10
so item 10
Order1
so item 10
time
Order2
t1
t2
SAP AG 2004
© SAP AG
CR700
4-17
Forecasting: Process steps in CRM
XSelect service transaction & simulation period
Y
[Trigger transfer
Maintain simulation parameters for result list
Z
of results to BW
Simulate service orders on header and item level
SAP AG 2004
© SAP AG
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Planned Services & Forecasting: Unit Summary You are now able to: Identify functions and contents of planned services Create service plans, service intervals, and service interval templates Describe the scheduling scenarios Forecast planned services in CRM
SAP AG 2004
© SAP AG
CR700
4-19
© SAP AG
CR700
4-20
Exercises Unit: Planned Services Topic: Planned Services At the conclusion of this exercise, you will be able to: • Create service plan • Generate a service order from a service plan • Simulate service plans Service plans help you to save costs incurred through unforeseen downtimes and to increase efficiency, for example, through improved and more comprehensible planning, and more efficient scheduling of resources, such as employees or materials. The scope of the periodic services is described in the service plan and their due dates calculated and monitored. The simulation of service plans provides you with a list of future service orders and enables you to determine the resources (service employees, spare parts) required for each service order, and to calculate the workload for a predefined period.
Please note that the next steps have to be done in the SAPGUI! First, you will check the information in the service plan product. The data in the serviceplan product controls the service interval via the assigned service interval template. The service interval template is a kind of a rule defining the time when a planned service should be performed (for example, first oil change after 15.000 km, second oil change after 45.000 km). 1-1
View the product SPL_SERVER to see the settings made for this service plan product. Which Item Category Group is assigned to the product? ________________________ Which Interval Template for the Service Plan is assigned? ________________________
© SAP AG
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1-2
Review the assigned Service Interval Template. Which Plan Type is used? ___________________ Which Scheduling Type is used? ___________________
1-3
Review the Service Interval of the template. When will the next Service Order be generated? ___________________________ Which Transaction Template is assigned? ___________________________ What impact does the assignment of a transaction template have? ___________________________________________________ Please note that the next steps can be performed in the either the PCUI or SAP GUI.
1-4
Review the Transaction Template 200250. Which service products are assigned to the service process template? ____________________ ____________________ ____________________
2-1
Open the Service Contract you have created in the previous exercise. 2-1-1 Add the product SPL_SERVER (Quantity 1) as a sub item. What is the item category of the product? _________________________________ 2-1-2 Check the Service Plan data. Is the data the same as defined in the Service Interval Template? _______________ 2-1-3 Is there an action scheduled? _______________
© SAP AG
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2-1-4 Release the service plan item and check the scheduled actions again. Is there a scheduled action? ____________________________ What does this action trigger? ____________________________ 2-1-5 Execute the action and save your service contract. 2-1-6 Display Follow-Up Service Order. Go to Document Flow for your service contract and check if a document with the description Service Plan Product exists. Note the number of the service process. _____________________________ 2-2
Open the follow-up Service Order: Have all the products from the transaction template been copied into the service order? ________________
Please note that the next steps have to be done in the SAPGUI. 2-3
Simulate your service plan and forecast the next planned maintenance of the server. SAP Menu → Service → Service Contracts & Service Plans → Simulate Service Plans 2-3-1 Choose the variant CR700 from the menu Go to → Variants → Get. 2-3-2 On the selection screen, enter the following data: Field Name or Data Entry
Description
Transaction Number
Simulation Period
next 12 month
2-3-3 Execute (F8). 2-3-4 Select the line with your service contract and choose the Simulation button. How many service orders have been simulated? ______________ © SAP AG
CR700
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© SAP AG
CR700
4-24
Solutions Unit: Planned Services Topic: Planned Services At the conclusion of this exercise, you will be able to: • Create service plan • Generate a service order from a service plan • Simulate service plans Service plans help you to save costs incurred through unforeseen downtimes and to increase efficiency, for example, through improved and more comprehensible planning, and more efficient scheduling of resources, such as employees or materials. The scope of the periodic services is described in the service plan and their due dates calculated and monitored. The simulation of service plans provides you with a list of future service orders and enables you to determine the resources (service employees, spare parts) required for each service order, and to calculate the workload for a predefined period.
Please note that the next steps have to be done in the SAPGUI First you will check the information in the service plan product. The data in the serviceplan product controls the service interval via the assigned service interval template. The service interval template is a kind of a rule defining the time when a planned service should be performed (for example, first oil change after 15.000 km, second oil change after 45.000 km). 1-5
View the product SPL_SERVER to see the settings made for this service plan product. SAP Menu → Master Data → Products → Maintain Product (COMMPRO1). Search for the Service Product SPL_SERVER. In the Locator on the left hand side, you can search for the product.
Field Name or Data Type © SAP AG
Description CR700
4-25
SPL_SERVER
Product ID
Double-click on the result. The details of the product appear on the right hand side. Go to the Service tab. Which Item Category Group is assigned to the product? SPLA. Which Interval Template for the Service Plan is assigned? IDES_HT_1 This information is found under Service Plan – Interval Template 1-6
Review the assigned Service Interval Template. SAP Menu → Service → Service Contracts & Service Plans → Maintain Service Interval Templates (CRMD_SERV_CYCLE) Which Service Plan Type is used? The service plan type for IDES_HT_1 is Time Based. Which Scheduling Type is used? Cyclical. See column Scheduling Type.
1-7
Review the Service Interval of the template: Highlight the line of the Service Interval Template and select the Service Interval folder: When will the next Service Order be generated? Every three months. Which Transaction Template is assigned? Transaction Template 200250. What impact does the assignment of a transaction template have? The template contains products that will be automatically copied into the generated service order.
© SAP AG
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Please note that the next steps can be performed in the PCUI or SAP GUI. To perform these steps in the PCUI, please log on to the Enterprise Portal with the user name provided by the trainer. 1-8
Review the transaction template assigned to your service product. Go to Products & Installations→ Templates Search for the Transaction Template 200250. Which service products are assigned to the service process template? Enter the number of the transaction template in the Search field and choose Go. Select the Search result to display the details of the template:
2-2
Go to Field Service → Contracts and open the Service Contract you have created in the previous exercise. Enter the service contract number and press Go. If you don’t remember your service contract number, you can choose Advanced Search to search by business partner. 2-3-1 Add the product SPL_SERVER (Quantity 1) as a sub item Products tab Choose Add Entry Field Name or Data Type
Description
Product
SPL_SERVER
Quantity
1
Higher Level Item
100
Enter What is the item category of the product? Service plan item. 2-3-2 Check the Service Plan data: Highlight the line of the service plan product; the details display. Go to the Service Plan tab and check the data: Is the data the same as defined in the Service Interval Template? Yes, every 3 months, the system will create a service order containing the products specified in the transaction template 200250.
© SAP AG
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2-1-3 Go to the Scheduled Actions tab Is there an action scheduled? No, as long as the service plan item has not been released, no action will be scheduled. 2-1-4 Release the service plan item and check the scheduled actions again: Go to the item level Status tab(under the Products tab) Choose Add Entry Choose Released from the drop down box.. Return to the Scheduled Actions tab. Is there a scheduled action? Yes. What does this action trigger? The action triggers the creation of a follow-up service order (transaction type Service Process). 2-1-5 Execute the action and save your service contract. Choose Execute. Save 2-1-6 Display Follow-Up Service Order. Go to Document Flow tab of your service contract and check if a document with the description Service Plan Product exists. Note the number of the service process: _____________________________ 2-2 Open the follow-up Service Order Either click on the link for the service process or Go to Service & Support → Orders Enter the number of the service order in the Search field and choose Go. Highlight the search result to display the details. Have all the products from the transaction template been copied into the service order? Yes.
© SAP AG
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Please note that the next steps have to be done in the SAPGUI! 2-3 Simulate your service plan and forecast the next planned maintenance of the server. SAP Menu → Service → Service Contracts & Service Plans → Simulate Service Plans (CRMD_SERV_FORECAST). 2-3-1 Choose the selection variant CR700 from the menu. Use the menu path: Go to → Variants → Get Choose CR700. Enter. 2-3-2 On the selection screen, enter the following data: Field Name or Data Type
Description
Transaction Number
Simulation Period
next 12 month
Execute (F8). 2-3-3 Select the line with your service contract and select the Simulation button. How many service orders have been simulated?
© SAP AG
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Service Order Management
Day 1
Day 2
1.
Overview of CRM Service
4.
Planned Services
2.
Installed Base; Individual Object
5.
Service Order Management
3.
Service Contract & Entitlement
Day 3 6.
Complaints and Returns
7.
In-House Repair
8.
Enterprise Intelligence
9.
E-Service
10. Service Analytics SAP AG 2004
© SAP AG
Appendix
CR700
5-1
Service Order Management
Service Quotation Service Order Contract determination/ warranty check
Resource Planning Service Confirmation Amount Allocation Service Billing Controlling Integration Product Service Letter Service Process Customizing SAP AG 2004
© SAP AG
CR700
5-2
Service Order Management: Unit Objectives At the conclusion of this unit, you will be able to: Describe the contents and functions of the scenario Service Order Management List the steps for service order processing Create a service quotation and service order Create a service confirmation Describe the additional functions like amount allocation, contract, and warranty determination Describe the content and functions of the controlling and logistic integration Perform the customizing settings for service process
SAP AG 2004
© SAP AG
CR700
5-3
Service Order Management: Business Scenario
Support of the Complete Service Processing Lifecycle from Service Quotation Creation to Billing A single, powerful, yet user-friendly document supports the call center agent or service technician to perform the daily business Even the most varied and complex of service scenarios can be structured within the service order and planned within the Resource Planning Tool The full information is available for the field technicians to perform the services on site and report confirmation data
SAP AG 2004
© SAP AG
CR700
5-4
Service Order Management: Business Scenario Create and communicate quotation
Make inquiry
Accept quotation
22
33
11 Convert quotation into service order
Bill customer, perform analyses 88 Approve confirmation, assign costs
44 Execute assignment, perform confirmation
Create and optimize assignments 55
77
66
SAP AG 2004
The Customer responds to a marketing campaign and requests a quotation for a number of products and services. The Service Representative creates a quotation for the products and services requested and communicates this to the customer using phone or e-mail. The Customer accepts the quotation. The Service Representative converts the quotation into a service order and releases the order. The Resource Planner assigns any field service tasks to one or more of his Field Service Representatives. The Field Service Representative performs the service assignment at the customer site and performs confirmation for the work done, materials used and so on. The Service Manager checks and approves the confirmation data and decides which costs should be billed to the customer. The Service Manager triggers billing of the customer and performs analyses of the complete service order processing cycle.
© SAP AG
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Service Quotation and Order: Topic Objectives At the conclusion of this topic, you will be able to: Describe functions and contents of service quotations and orders Describe the steps for service quotation/order processing Create and maintain a service quotation/order
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Service Quotation Management Create and communicate quotation
Make inquiry
Accept quotation
22
33
11 Convert quotation into service order
Bill customer, perform analyses 88 Approve confirmation, assign costs
44 Execute assignment, perform confirmation
Create and optimize assignments 55
77
66
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Inquiry & Quotation Processing: Features Service Order & Service Contract Quotations: Can be created for service orders and service contracts Can provide customers with information regarding prices and terms of delivery before the actual order or contract is created Quotation items can be identified by the system status Quotation
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Service quotations have a defined validity. Quotations can contain services, materials, spare parts, and expense items that may be hierarchically structured. Have system status request for quotation, quotation, quotation accepted, completed. Locator Search Possibility to search for service quotations in the Locator Processing of Multiple Quotation Items Icons Convert to Order and Convert to Quotation Order Probability Value for the probability that an order is initiated on the basis of the quotation. Can be overwritten manually.
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Service Quotation: Conversion Methods
Using the follow-up function Quotation
! Quotation ! Quotation " Quotation
Order Open Open
Copy accepted quotation items into a service order 2 Documents!
Changing the status of the items Order
! ! "
Order
Quotation
Open
Quotation
Open
Quotation
Completed
Accept or reject quotation items in the service order 1 Document!
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There are two methods for converting service quotation items to service order items: y A transaction type is used that enables a new service order to be created from the quotation using the follow-up function. In this case, two documents exist, a quotation and a service order. y A transaction type is used that enables the status of the quotation items to be changed from Quotation to Quotation accepted. In this case, one document exists.
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Service Order Management Create and communicate quotation
Make inquiry
Accept quotation
22
33
11 Convert quotation into service order
Bill customer, perform analyses 88 Approve confirmation, assign costs
44 Execute assignment, perform confirmation
Create and optimize assignments 55
77
66
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Service Order Management: Features Basic Functions Header and Item Data Item Hierarchy Status Management Reference Objects Product Proposal Damage/Cause Codes Contract Determination Warranty Check Credit Limit Check Counter Integration Qualification Integration
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Header and Item Data Header Data Information that is valid for the service order as a whole (For example, Service order number, status, description, priority, Soldto Party, ...)
Item Data Information that is valid for specific service order items only (For example, service item number, status, description, quantity, unit of measure, counter reading, subject codes, ...)
The service order is a document that can contain: Services product items Spare part items Sales product items Expense items
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As with all other CRM documents, the service process consists of header and item data. The service process functions are controlled by the transaction type.
You can find the priority and the category only on header level.
Objects can be IBase components or products. The subjects - damage, location, cause and task codes can be selected from catalogs.
Actions can be used for output determination and for escalation management.
Items describe the services that should be performed.
The item data depend on the type of service process item. The resource planning assignment appears only for service product items, the schedule lines only for sales product items. Contract data appears only when the item has been assigned to a service contract.
You can postprocess service processes in the CRM System at any time if you need to complete or change data.
You can also save incorrect or incomplete transactions in the CRM System where they will be available for postprocessing in the service process list.
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Service Product Item
A service product item describes the service that is to be performed. A service product item includes information about the planned duration and conditions. By using the product proposal, the user can select a service product from a list of services offered for the product. A service item can be assigned to an existing service contract. Installed Base components and products can be assigned to a service item in the object list.
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Service processing is triggered by an item that contains a service product (no text items). The service product item describes a service. The item is used to document customer wishes (for example, with reference to dates) and contains planning-relevant data. Planning-relevant data includes the service group that is responsible for the performance of a service, dates, the number of persons necessary for the execution of a service, the estimated duration, quantity and, if required, the Relevant for resource planning indicator. The sales data must always be maintained in the service product master. You can display a product proposal for a reference object (product of the type Material). The product proposal contains service products that are possible in connection with this reference object using the product relationship type Service for. You can transfer the service products to the service process items by selecting them. The product proposal is used as an entry aid. The service is confirmed by creating a service confirmation as a follow-up document.
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Spare Part Item
A spare part item is a product with type Material. A spare part item is used to plan, control, and document the required spare part components. The spare part item informs the technician which spare part is required for the service process. The technician’s stock is represented by a
Technician consignment stock in SAP R/3.
Customer consignment stock in SAP R/3
Storage Location in SAP R/3
A spare part item can be assigned to a service contract.
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Sales Product Item
Within a service process, a sales product item is used to sell a required spare part. The sales product item informs the technician which spare part is required for the service process and delivered separately to the customer. Within a service process, an Available-to-Promise check can be performed for each sales product item (SAP APO integration).
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A sales product item creates y A demand in the Advanced Planner and Optimizer (APO). y A sales order item in R/3. The corresponding sales order should be created with the same order number as the CRM service process. You can create a delivery in R/3 for the sales order. When creating a delivery, the system y Performs an Available-to-Promise check y Performs a demand settlement y Creates delivery demands in the APO system y Updates the CRM document (delivery number and quantity) The goods issue deletes the delivery demand and updates the CRM document. The billing document can be created based on the service process data or the delivery data (based on sales item quantity or delivered quantity). Prerequisites: y Order type and item category are set up in R/3. y Business partner and products of the type material exist also in R/3.
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Expense Item
Each expense item documents an additional invoice that is paid by the service representative, e.g. hotel receipt. Each expense item updates the assigned controlling object by reassigning amounts from the service representative's cost center to the relevant controlling object.
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You are able to enter any expenses incurred during your service activities.
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Item Hierarchy
Enables items within the service order and the service confirmation to be structured in the form of a hierarchy Used to show, for example, that certain spare parts belong to a service or that a service consists of several individual services Facilitates service order creation as partner and organization data is inherited by sub-items from superior items
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When you create a service order, you link the individual items to form a hierarchy by entering the number of the superior item in the field Higher-Level Item. As soon as you have maintained an higherlevel item, an additional tab Item Hierarchy displays where the item hierarchy is represented graphically. When values from sub-items are cumulated, this value is assigned to the higher-level item: Pricing conditions can either be duplicated in all assigned sub-items or applied to the cumulated value of all assigned sub-items. A BAdI is provided to enable customers to define specific rules regarding the culmination of values. y You are able to define how the durations and quantities are to be cumulated using the BadI CRM_SERVICE_I_HIER_CUM. y The standard delivery of SAP CRM includes the implementation CRM_SERVICE_I_CUM. This implementation defines that only the sub-item quantities of the very next level are cumulated. If these items themselves have sub-items with quantities, these quantities are not cumulated right up to the top level. y The condition 0KUM is available for the culmination of pricing data. For this, the condition type must be entered in the calculation procedure and the calculation procedure must be assigned to the sales organization.
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Status Management in the Service Process System Status:
Open
In Process
Released
Completed
Additional System Status: Distribution Lock Distributed
Additional Option: User Status (freely definable) SAP AG 2004
Status Management in the service process occurs at the header and item level. The following system statuses exist at header and item level: Open (this is the initial status), In Process, Released, Completed (the document can not be changed). Additional statuses can be defined using the user status profile. The system status can be changed automatically by changing the user status. You can manually change both the system status and the user status. The system sets the following additional statuses automatically: y Contains Errors: A document is incorrect if it contains data with errors. An incorrect document cannot be distributed to R/3. y Billing document: in transfer, transferred, transfer error The following system statuses are valid for the service processes that are transferred into R/3: y To Be Distributed: A document containing no errors should be distributed to R/3 y Distributed: The document was created in R/3, or the changes were successfully copied to R/3. y Distribution Failed: The data transfer was unsuccessful. The document could not be created in R/3, or the changes could not be copied.
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Basic Functions & Master Data Damage/Cause Codes Codes can be entered both at header and item level to describe or categorize the service order subject, such as: Description, Cause, Reason, Location
Reference Objects Such as business partners, or products can be entered at header level or item level
Product Proposal Product proposals can be generated and selected as items during service order creation SAP AG 2004
Damage/Causes, Codes y Codes, Catalogs and Profiles can be maintained in Customizing y BW analyses could be defined based on the codes entered in the service order. Reference objects are the basis for: y Determining the responsible sales and service organization y Generating product proposals, quantities, and durations y Determining whether a contract or warranty exists Product proposals example: y Change ink cartridge is a service of the product Printer T610
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Contract Determination/Warranty Check Contract Determination The system checks automatically during creation of the service order whether contracts exists for the customer.
Warranty Check The system checks automatically during creation of the service order whether a warranty exists for the product, object or IBase that has been entered.
Credit Limit Check It is possible to activate a credit check in CRM Service Orders. SAP AG 2004
Contract Determination y Service Level Agreement (SLA) dates are determined on the basis of the contract and overwrite standard response dates and times in the service order y The object list in the service order shows which items are covered by the contract. Warranty Check y Warranty data displays on a separate tab in the service order Credit Limit Check y When a Service Order with Service Items is created and then released and saved, subsequent processes such as the creation of assignments in the Resource Planning Tool are triggered. y If a Credit Check is active, the setting of the Released status is prevented if: - The manual or automatic credit check has not been performed - The result of the credit check is not OK
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Counter Integration: Features Counters Can be assigned to:
an Individual Object
an Installed Base
a Product
Counter Readings Can be entered in:
CRM Service Orders
CRM Service Confirmations
CRM Service Plans
Counter Engine Counter Administration Function
External Interface for Entering Counter Readings SAP AG 2004
Possible counter reading scenarios include: y Recording service histories (for example, recording the mileage during the technical inspection of a car) y Claiming services (for example, recording the number of times that a customer was in contact with your consultancy team during an implementation project) y Recording energy consumption (for example, household gas or electricity readings) y Assessing warranty claims based on consumption (for example, a car warranty is only valid for the first 30,000 miles) y Scheduling service plans (for example, the next scheduled maintenance work should be scheduled after 1000 operating hours)
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Qualification Integration: Features Qualifications Service orders and service order items can contain qualification requirements Qualification requirements are inherited by the service order items from the service order header, and by sub-items from superior items. They can also be changed manually by the user. Qualification requirements can be assigned to the following:
Business Partner (Main Partner)
IBase / Component,
Service Product
Individual Object
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Example The service item Domestic Rewiring has the qualification requirement NICEIC Certified, meaning that the employee who is assigned to do the job must be an electrician approved by the NICEIC (National Inspection Council for Electrical Installation Council).
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Resource Planning: Topic Objectives At the conclusion of this topic, you will be able to: Describe the system landscape and relevant components Use the resource planning tool Set up the resource planning functions
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Resource Planning The Resource Planning Tool enables Resource Planners to effectively manage, assign, and monitor work to be performed by their service employees in the field.
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Companies can use service resource planning to schedule and monitor services requested by a customer. As soon as a malfunction occurs in a product, the customer reports it to the service provider so that it can be corrected. The resource planner can use the resource planning tool to schedule service employee assignments to plan the necessary assignments on site, and to check that assignments are completed on schedule. Data about service employee availability and assignments is stored in the Workforce Management Core (WFM Core). In addition, you can use the integration with the Human Capital Management (HCM) component to transfer time data for the individual service employees to the WFM Core, so that the time data is available for resource planning.
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Resource Planning Create and communicate quotation
Make inquiry
Accept quotation
22
33
11 Convert quotation into service order
Bill customer, perform analyses 88 Approve confirmation, assign costs
44 Execute assignment, perform confirmation
Create and optimize assignments 55
77
66
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Resource Planning: Features Features System Landscape Appointment Scheduling Employee Availability Employee Qualifications Resource Planning Tool Pager/Email/SMS/CTI Integration Assignment Processing Interface to External Scheduling Engines Field Service Support Groupware Integration
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System Landscape
CRM Resource Planning Tool
CRM Service Order
Business Object Layer RPT
mySAP CRM
BAdI CRM_SRV_SDL RFC Communication via BAdI Implementation CRM_SRV_SDL_WFM
RFC Communication via BAdI Implementation CRM_SRV_SDL_RFC
SAP Business Connector Scheduling Engine
XML Communication
WFM Core
Third-Party Scheduler
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Interface Architecture: Available Information: Business transaction type (Header) Transaction number Priority Business transaction category (Item) Product Product description Planned duration Executing Service Team & Superior Org-unit Customer (+ Zip Code, Street, Region) Appointment dates Customer required date SLA dates (First reaction and finish) Resource table Status
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Workforce Management (WFM) Core WFM (Workforce Management) Core is a component required in order to perform scheduling and contains the following information: Time data (e.g. Employee availability data from mySAP HCM, work schedule) Resources Object that represents the CRM Business Partner in the role ‘Employee’ in WFM Core Demands – Service order items Assignments – The link between a Resource and a Demand
CRM WFM Core AddOn with Built-In Dispatcher
APO WFM Core AddOn with Built-In or liveCache Dispatcher
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To do semiautomatic scheduling and appointment scheduling, you can use the WFM Core AddOn or the WFM Core in an APO Release 4.0. Both dispatcher (Build-In and liveCache) support this. If you use the WFM Core in an APO Release lower than 4.0, you have to use the life Cache for semiautomatic scheduling. Appointment Scheduling is not possible with these APO Releases.
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mySAP HCM Integration
The Resource Planning scenario can be performed with or without integration to mySAP HCM:
Integration to mySAP HCM
No integration to mySAP HCM
Employee master data
Existing HR employees can be created via ALE as CRM Business Partners in the role Employee
Employees are created as CRM Business Partners in the role Employee in CRM
Employee availability data
Detailed availability data from the service employee HR calendar can be displayed in the CRM Resource Planning Tool
Basic availability data (work schedule) can be created via report for the complete service employee group
Employee Existing HR employee qualification qualifications can be created data using ALE in CRM
Employee qualifications and qualification catalogs can be created in CRM
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Appointment Scheduling
Appointment Scheduling with WFM Core
Enables you to offer your customer a selection of different appointments determined by the system based on different parameters.
Appointment scheduling could be done via the Interaction Center or via the Internet
Appointment Scheduling with external Scheduling Engine
Optimized appointment scheduling via Partners solutions supported via a BAdI interface
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This variant is used for contact centers that merely want to identify a request for service and indicate a customer’s preferred date and time for that service to take place. In this case, agents do not offer specific appointment dates and times to customers. The ability to offer immediate appointments saves time for both the company and the customers, since agents do not have to contact customers again at a later date to notify the customer of the appointment date and time. In addition, appointment scheduling increases customer satisfaction, since the customer is offered a confirmed appointment time during the first contact, rather than having to wait to be contacted with appointment information.
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Qualifications Employee Qualifications Describe the person’s the skills and licenses
Qualification Requirements Are linked to
Business Partner (Main Partner)
IBase / Individual Object
Service Product or Product
Indicate that a service or spare part item requires a particular qualification and detail necessary properties, such as proficiency Can be fulfilled by human resources that have specific qualifications Are inherited by the service order items from the service order header, and by sub-items from superior items It is possible to specify in Customizing how qualifications should be determined Can be manually changed by the user SAP AG 2004
The Following Scenarios will be Supported: y CRM with WFM Core (or external scheduler) without mySAP HCM y CRM with WFM Core (or external scheduler) with mySAP HCM - Qualifications of an employee are maintained in mySAP HCM and are distributed with the employee - Qualifications of an employee are maintained in mySAP HCM. The HR qualifications are not distributed with the employee Example The service item Domestic Rewiring has the qualification requirement NICEIC Certified, meaning that it must be performed by a field service employee who is an electrician approved by the NICEIC (National Inspection Council for Electrical Installation Council).
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Ranking List Ranking List A ranked list of suitable service employees displays for a service item, based on the service employee qualifications and availability for the specified time period.
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Assignment Processing Automatic Scheduling of Service Items Assignments are created automatically in the Resource Planning Tool when the service order is saved Can be defined for a particular item category A BAdI is provided that enables assignments to be rescheduled if scheduling relevant data has changed in the service order
Multi-User Concept within the Resource Planning Tool It is now possible for more than one Resource Planner to access the Resource Planning Tool in Change mode at any one time
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Archiving of Assignments with the Service Order y Functionality was also backported to mySAPCRM Release 3.0 Customizable Colors of Assignments with the Service Order y Assignment colors can be set in Customizing y Colors depend on the status of the assignment (Released, Communicated, Completed) PRP Assignments in the Resource Planning Tool y Project Resource Planning assignments can display in the Resource Planning Tool y It is possible to branch directly from a Project Systems assignment into the PS project itself Tasks and Activities in the Resource Planning Tool y CRM tasks and activities can be displayed in the Resource Planning Tool
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Resource Planning Tool
Gantt Area Employees Time Assignments
Service Items List
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The resource planning tool provides the resource planner with access to all information relevant for resource planning, that is, the service tasks to be completed and the time availability of the individual service employees. Times always refer to the reference time zone for the resource planning tool. You can also set other time zones. The system displays all time data with reference to the time zone selected. When you start the resource planning tool, the service team that the resource planner is responsible for, or the one that he last processed, displays automatically and an initial processing period is determined. If the system cannot determine the service team, the resource planner must select it manually in the locator. A service employee assignment is created when the resource planner assigns a service task to a service employee. These assignments are represented as a horizontal bar in the Gantt area. The position of the horizontal bar represents the duration (that is, start and finish) of the assignment. The color of the horizontal bar changes in accordance with the assignment status. You can see the assignment status, the number of the relevant service process, and the customer data in the horizontal bar.
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Resource Planning Tool: Areas
Gantt Area: availability
Locator:
service employee assignments
search and select service teams
Service Items List: all service tasks Sort/Filter function
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Gantt Area: In addition to assignments, availability and availability descriptions display here. The resource planner can use the calendar function to go to a specific day. Availability displays as background, assignments and availability descriptions as horizontal bars, tasks and business activities as symbols. The colors have the following meanings: y White (background): Employee is available y Grey (background): Employee is not available y Green: Assignment has the status completed y Yellow: Everything is okay with the assignment y Red: The assignment must be checked. It has, for example, the status rejected and must be assigned to another employee. y Red striped: The service employee is not assigned to the service team for this period. You can open a service item directly from the service items list. The technicians’ tasks and activities also display in the Gantt area if the flag Display Business Activity/Task is marked in the resource planner’s user settings.
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Resource Planning Tool: Functions
Maintain availability description Maintain assignment Change assignment status Communication:
Send short message to employee
Call employee or business partner
Service Employee:
Sort
Display/change detailed information
Gantt Area:
Change processing period
Change reference time zone
Hide time ranges
SAP AG 2004
Availability description: Specifies details about the period, availability type, the service employee and, if required, a comment about availability. You can also change the duration of the availability description directly in the Gantt area by dragging the horizontal bar at one end. Create assignment: Select a task in the service item list and call up a horizontal bar in the Gantt area. Alternative: Select a service task from the service item list, select a service employee in the Gantt area, choose Assignment, enter start, finish, and additional data in the dialog box. Existing assignments are not influenced by assignments that have been newly created. A time overlay of several assignments to one service employee is possible. Create several assignments: Select a service task from the service item list and, while holding down the Shift key, select several service employees, right-click and choose Schedule from the context menu. Change assignment: If you use drag & drop to move the assignment to another service employee, the length of the horizontal bar stays the same, but the status is reset to status released. Change assignment status: Open the detail window and choose the status required. For sending short messages and for calling, communication data (telephone number or e-mail) must be maintained in the business partner master record for the business partner. For calling, the telephony integration must be active.
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Status of Employee Assignments
Assigned Released Distributed Accepted Rejected On site Completed
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Assigned: A resource planner can reset the assignment to this status if he wants to prevent a service employee from using a mobile device to call up the assignment. Released: This is the initial status. This is set automatically as soon as the resource planner has created an assignment. These assignments are immediately available for transfer to handheld devices. Distributed: The status is set automatically as soon as the service employee has called up the assignment using a handheld device. The resource planner must manually set the status to Distributed so that assignments can be transferred to a mobile laptop. Accepted: The Resource Planner sets this status when, for example, the service employee has agreed over the telephone to perform the assignment. The status is set automatically as soon as the service employee has called up the assignment using a mobile device. Rejected: The resource planner can set this status when the service employee has, for example, rejected the assignment over the telephone. The status is set automatically as soon as the service employee has rejected the assignment using a mobile device. On site: This status is set automatically as soon as a service employee is on site at the customer site and reports this using a mobile device. Completed: This status is set automatically when the service employee has used a mobile device to confirm that the assignment is complete or when a service confirmation has been entered as a follow-up document.
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Automatic Scheduling
The Resource Planner selects one or more service items that have not yet been assigned and then selects one or more service employees to whom the work could be assigned. The system proposes possible assignments based on the scheduling strategy selected. The Resource Planner is then able to accept or reject the assignments as required.
Service items
Employees Jill Holding
08
09
10
11
Pete Joiner Helen Curtis
14
15
16
17
18
Break
Claire Hope Dan Heath
13
Break
Bob Star
3 Hrs 1 Hrs 2 Hr
12
??
Break
?
Break
?
Break
Vacation
SAP AG 2004
You can use automatic scheduling as an alternative to, or in addition to the manual scheduling of assignments. This function enables the system to determine when a service employee is available to complete a specified service task. The determination is made using the duration specified in the service item. Optimization does not occur during automatic scheduling, it is simply a determination of the time gaps in a resource planner’s assignment plan and an assignment proposal. If no relevant gaps are found for the duration of the assignment between the customer required start and the customer required finish, the system generates a corresponding message. Prerequisites: To use automatic scheduling, you must have maintained scheduling strategies in the Workforce Management Core. You can use the following scheduling strategies for the automatic scheduling: y Forward scheduling y Forward scheduling with finish date y Backward scheduling y Backward scheduling with start date The proposal function can support the resource planner when free slots need to be found for one or more service items, based strictly on employee availability. Example: An in-house PC support group in which all team members are qualified to resolve the typical IT problems.
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Sending Short Messages 11
Send Short Message to Service Employee
22 33
Send
Type
Address
! !
PAG
01718999123
!
Send Short Message to Service Employee
PAG
01718999456
INT
[email protected]
INT
[email protected]
Please accept/reject assignment 80000037/10 Service item 80000037/10 for Business Partner 4711, has been assigned for processing on 05.31.01
11
Employees can be called via mouse click (CTI integration required)
22
Short messages can be sent to individual employees
33
Messages can be sent to one or more employees assigned to a service item
Address: 1127 Delaware Road Nth. Indianapolis, IN46204 Contact: Robert Ash Tel. 317.784.9054 Priority: 2 - High Duration: 4 hours Description: Standard installation... Send
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This function enables you to send short messages to one or more service employees using the following channels: pager, mobile telephone (SMS), e-mail, fax. If the resource planner has already selected an assignment, the data from the relevant service process and the transaction item is read and displayed as text in a window. The resource planner can change this text before sending it. Prerequisites: Before you can use this function, the corresponding address data for the service employee must be defined in the business partner master record. To transfer information about the assignment, the relevant transaction item and the transaction to the short message, you must assign a suitable action profile either to the item category or to the transaction type in Customizing. This action profile must contain an action definition that fulfills the following prerequisites: y Under Partner Determination, the Partner-Dependent indicator must be set for the action and the value 0025 must be set for the Partner Function. y The following e-mail settings must be defined for Smart Forms Mail with the transaction types for action definition: - Form name: name of your Smart Form form - Processing class: CL_DOC_PROCESSING_CRM_ORDER - Processing method: CRM_SRVORDER_EXEC_SMART_FORM - Store mode: e-mail only
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Integration with Mobile Service
Bidirectional data exchange between the Resource Planning Tool in CRM Online and Mobile Service:
Assignments
Absences
Attendances
Resource Planner located in CRM Online The service employee can set a status
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With the functions of the Mobile Service client, the field employee can update assignments and synchronize the latest changes with mySAP CRM, thus enabling the resource planner to modify plans accordingly. Mobile Service features: y Status change of service assignment: accept, reject, in process y Creation of absences and extra attendance in addition to usual working time y Data exchange with mySAP CRM and WFM
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Assignment Processing: Groupware Integration
Assignments can be displayed in the respective employee service calendar(s)
Supported for Lotus Domino and Microsoft Exchange products
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Prerequisites: Organization
Resource Resource Planner
Patricia Preston Peter Johnson
Service Service Team Team
Mary Black Joe Miller
Jim Brown
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A service team can be scheduled only by one resource planner at one time. In exceptional cases the resource planner can also take over the planning for another service team. Each service employee is assigned to exactly one service team. Service employees are grouped, for example, according to tasks to be completed or geographical criteria. Service Employees: Service employees are managed in the system as business partners of the role Employee. You must create master records as business partners for each service employee and can assign business partner to a system user and a personnel number. Service Organization: You have defined your organizational units and the organizational structure in the following way: You have flagged organizational units that should be displayed in the resource planning tool as Service Team. You have assigned positions to each service organization. You have assigned a business partner (that is, a service employee) to each position; each service employee must be assigned to exactly one service organization. If you want to assign a service employee to another service organization, enter a date as a time limit up until which the service employee is responsible to the other service organization. Ensure that the dates for the assignments to the different service organizations do not overlap, so that assignment is unique. In Organizational Data Management, you have assigned a resource planner to a service team using Goto → Resource Planner Assignment and have assigned a position to this resource planner. The system users or business partners assigned to this position are the resource planners.
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Prerequisites: Service Process
Category Date
Partner Status
Service Service Process ProcessItem Item
Service ServiceTask Task
Service Product
Relevancy
Duration
SAP AG 2004
The following prerequisites must be fulfilled so that the service process items can be read as service tasks in the service item list: The leading business transaction category for the relevant transaction type must be Service. The item object type must be Service Process Item (BUS2000140). You have used partners to assign exactly one service group to the service process item. The partner function must be of the partner function category Service Team and defined as single value. You could have also specified this data at header level. In this case, the data is inherited at item level. The customer required by date must be entered in the service process item. In addition, the date types start SRV_CUST_BEG and finish SRV_CUST_END must be preset in Customizing for the service process. The service process item must contain a service product, be free of errors, and be released. It has an estimated duration and a time unit. It is flagged as relevant to resource planning. You can set this flag as a default value in Customizing for the transaction item category. The finish and start dates of the customer required by date for the item are located in the processing period of the resource planning tool. Assignments can be displayed in the resource planning tool for which the customer required by date for the item lies outside of the processing period. This is the case when the resource planner has planned the assignments in a previous planning run with a different processing period. All service tasks together represent the resource planner’s worklist.
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Service Confirmation: Topic Objectives At the conclusion of this topic, you will be able to: Create service confirmations Describe the integration for service confirmation
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Service Order Management Create and communicate quotation
Make inquiry
Accept quotation
22
33
11 Convert quotation into service order
Bill customer, perform analyses 88 Approve confirmation, assign costs
44 Execute assignment, perform confirmation
Create and optimize assignments 55
77
66
SAP AG 2004
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Confirmation: Definition
A confirmation enables you to confirm not only services and materials but also travel and working times, and expenses for services fulfilled. mySAP CRM offers full integration capabilities so that subsequent processes in the OLTP system can be triggered automatically. Confirmations can be created online, via mobile devices, via Internet or via Interaction Center. Confirmations that have been created offline and uploaded to the mySAP CRM system can be changed or completed.
SAP AG 2004
A service confirmation is a business transaction used to enter the actual work performed and materials consumed within the context of a service process. You can use service confirmations to enter working times (including travel time and overtime), distance traveled, service products, and spare parts. Confirmation reference document: y Confirmations with or without a reference to a service process can be created and processed y The planned working time in a service product is the proposal for confirmation y Unplanned service confirmation items can be entered within a service confirmation Confirmation volume: y More than one confirmation is possible for a service process y A service confirmation can include more than one service confirmation item y Multiple assignments can be confirmed at the same time The confirmation follow-up processes can be divided in: y Internal processing in SAP R/3 y External processing in CRM Billing
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Service Confirmation Spare part items The system determines the correct stock Each spare part item updates the relevant stock and the existing reservation
Service items Confirmations update the Cross Application Time Sheet (CATS) and the assigned controlling object in SAP R\3
Expense items Each expense item documents an additional invoice that is paid by the service representative, e.g. hotel receipt Each expense item updates the assigned controlling object by reassigning amounts from the service representative's cost center to the relevant controlling object SAP AG 2004
You can use the service confirmation to confirm working times, materials consumed, and expenses for services performed. The service confirmation is integrated with the following components: y mySAP CRM Billing y mySAP Materials Management y mySAP Financials y mySAP Human Resources All costs that occur during a service visit can be charged to the customer. There is no connection to R/3 travel management and to purchasing (confirmation of third-party services).
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Service Confirmations with Service Process
Confirmation Confirmation 11
Service Process Process
Confirmation Confirmation 22
Billing Document
Confirmation Confirmation 33
SAP AG 2004
You can create service confirmations with reference to service processes to enter the actual times and spare parts required for the completion of a service process. Prerequisites: The service process has the status Released. You have made the settings necessary for copying control and have entered the date type SRVC_ACTUAL (start of work/end of work) in the date profile. Procedure: Open the service process for which you want to enter a confirmation and generate a confirmation by creating a follow-up document. The confirmation screen appears. All service process items (service products and spare parts) that can be confirmed are offered for selection. If resource planning assignments exist for a service process, you are offered the relevant assignments for confirmation instead of service product items. If necessary, change the actual quantities and transfer the service or spare part items to the confirmation. Create any additional items in the confirmation that were not part of the service process. If required, enter the service and valuation type for the confirmed services. You use these types to differentiate between services for billing and controlling purposes. Enter the damage code and/or cause. Set the status Completed and save the confirmation. Result: Confirmed service items appear in the service process with the status Confirmed. Confirmed assignments appear on the Assignment tab page of the service process with the status Completed. All subsequent processes are triggered.
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Item Hierarchy and Confirmation Service Order
Service Confirmation The item hierarchy structure is displayed in the confirmation when linked items are confirmed:
Header
Item1 Item 2 relevant
Item 2 relevant Item 3 Item 4 relevant
Item 4 relevant
Hierarchy structure is not shown in item structure
Item 5 Item 6 relevant
Item 6 relevant
Item 7 relevant
Item 7 relevant
Hierarchy structure is shown in item structure
SAP AG 2004
You are able to freely select the items and sub-items that you want to confirm. When doing this, if you choose items that are linked directly to one another (for example, Item 6 and Item 7), the hierarchy structure is shown in the Item Hierarchy tab of the confirmation. Item 2 and Item 4 are not directly linked to one another and therefore, display as independent items in the confirmation because the item that links them together (Item 3) is not relevant for confirmation.
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Service Confirmations without Service Process
Confirmation Confirmation 1
Billing Document
Confirmation Confirmation 2
Confirmation Confirmation 3 SAP AG 2004
Using service confirmations without service process, a service employee can perform a service for which there is no existing service process and enter this service so that billing and all other subsequent processes are triggered. Example: A customer asks a service employee, who is on site due to another order, to perform a repair. Because the device failed only an hour ago and therefore, the customer has not yet reported the problem, there is no existing service process from which the confirmation can occur. In this case, the service employee can perform the repair and subsequently create a confirmation. In this way, the working time and spare parts required for the repair can be invoiced to the customer. Procedure: y Create a service confirmation directly. y Enter business partners, a transaction description, service products, and spare parts with the relevant quantities. y If required, enter the service and valuation type for the confirmed services. y Enter the damage code and/or cause. y Set the status to Completed and save the confirmation. Result: All subsequent processes are triggered.
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Service Confirmation Additional Information Service type Enables working times to be differentiated for billing, for example as Senior Consultant, Junior Consultant or Assistant
Valuation type Enables working times to be differentiated, for example, according to whether they are working hours or overtime
Accounting indicator Enables differentiation of normal confirmation items and items for services, spare parts and expenses covered by a warranty
SAP AG 2004
Service Type y For each service type you can define different external prices for billing the customer Valuation Type y For each valuation type you can define: - Prices for services billed to the customer - Internal rates for employees Accounting Indicator y For each accounting indicator you can define: - Different discounts for services billed to the customer - Different settlement receivers, for example, in case of warranty or good will
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Time and Material Confirmation Items
Follow-up document
Service Service Product Product
CATS CATS Time Time Data Data
e.g. e.g. Repair, Repair, Maintenance, Maintenance, Consulting Consulting
Spare Spare Part Part
Material Material Withdrawal Withdrawal
e.g. e.g. hard hard disk disk from from van van stock stock
Expense Expense Item Item
CO CO Reposting Reposting
e.g. e.g. hotel hotel receipt receipt
SAP AG 2004
Service product item: contains a product of the type Service. If the service product item contains a time duration, time data is created in the Cross Application Time Sheet (CATS). Confirmation relevant information in the service product: y Description y Planned duration y Conditions y Responsible sales area This data includes default values for y Working time confirmation y Price determination in the billing Spare part item contains a product of the type Material, which has been taken from the technician’s stock. With the service confirmation, a goods receipt from the technician’s customer consignment stock can be created in R/3. y Each product for spare part items has a corresponding material master in SAP R/3. y The inventory management administers the material stock. Expense Item contains a product from the type Service. You have to perform the following step in order to get the expense item costs on the controlling object y Set up mapping for expense item category and cost element in the CRM specific part of the R/3 IMG
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Follow-up Action From Confirmation WFM Core Resource Planning
Service Service Confirmation Confirmation
R/3 R/3 OLTP OLTP
Delete Demand
Costs Create CATS document
CATS Salary
Service Service Product Product Item Item Create material document
Spare Spare Part Part Item Item
Create CO document
Expense Expense Item Item
Material Stock
CO Reposting
CRM CRM Billing Billing Billing Due List
SAP AG 2004
When you create a confirmation with reference to a service process with assignments, working time is copied from these assignments to the confirmation document. When you confirm assignments, their status is automatically changed to Completed in the resource planning tool (APO-WFM). You can use service confirmations to trigger a sequence of external (customer-related) and internal subsequent processes. In this context, billing is viewed as an external subsequent process and the transfers to the HR, CO and MM components are viewed as internal subsequent processes. This is controlled by the item category. Time sheet (CATS) data is created by the confirmation of services, which is controlled using the flag Relevant for Distribution in the item category. The service type and the evaluation type play an important role in this context and can be set in Customizing. The CATS transfer to Controlling (CO) is necessary to create cost information. The data transferred from CATS to HR is used as the basis for the payroll. Goods movements are triggered in R/3 when materials relevant to stock postings are confirmed. CO Reposting takes place after the confirmation is set to completed. The costs will be settled from the cost center to the internal order.
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Follow-Up Processing: CATS z z Status Status of of confirmation confirmation
Time Confirmation
is is completed completed
z z Determination Determination of of the the Controlling Controlling object object
CRM Middleware Middleware
Transfer to mySAP Human Resources (Report CAT6)
CATS DB
HR
// profitability profitability segment segment
z z Determination Determination of of activity activity type type and and
absence absence and and attendance attendance type type based based on on service type and valuation type service type and valuation type z z Determination Determination of of cost cost center center based based on on the personnel ID the personnel ID
Transfer to mySAP Financials (report CAT7)
CO
SAP AG 2004
When distributing relevant confirmation data, integration with a Cross-Application Time Sheet (CATS) is required. CATS enables standardized, cross-application recording of employee working times. Entries are created in the CATS database. The entry contains the information about the CO object, the activity type, the attendance type, the time, the personal ID, and so on. When recording the confirmation in the CATS, the system uses the attendance type and the absence type from this data entry profile and the activity type from the personal master record. The mySAP Human Resources is updated with the report CAT6. Confirmed working times are used as the basis for the payroll. Controlling is updated with the report CAT7. The actual costs are calculated based on the corresponding activity type and the performing cost center. Requirements: y A personal master record for each service employee is required (replication of SAP R/3 master data into mySAP CRM). y The CATS data entry profile is required for the CRM system. y CATS supports only entries for single days (including night shifts). The difference between the start and end of work in the confirmation, therefore, cannot be more than 24 hours.
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Material Confirmation: Logistics Integration Different spare parts scenarios supported Spare parts at the service representative’s storage location Spare parts in the service representative’s consignment stock Spare parts in customer’s consignment stock
SAP AG 2004
Spare parts at the service representative’s storage location. y Each service representative’s stock is represented by a storage location in the service plant Spare parts in the service representative’s consignment stock. y The service representative’s stock is managed as service representative’s consignment stock. y Identification occurs using the service representative’s unique personnel number which is managed in the employee master record in SAP CRM and in the customer master record in SAP R/3. Spare parts in customer’s consignment stock y A stock of spare parts that is stored on the customer’s premises but does not belong to the customer (for example, construction site equipment), and is managed as customer consignment stock
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Expense Confirmation: CO Reposting
Expense Confirmation
z z Status Status of of confirmation confirmation
is is completed completed
z z Determination Determination of of the the Controlling Controlling
object object // profitability profitability segment segment
CRM Middleware Middleware
z z Determination Determination of of cost cost center center
based based on on the the personnel personnel ID ID
z z Determination Determination of of cost cost element element
based based on on customizing customizing mapping mapping
Cost Center
CO Reposting
CO Object
Receipt SAP AG 2004
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Status Management in the Service Confirmation System Status:
Open
Completed
Additional System Status: Distribution Status Cancelled Internally Billing Document Cancelled
Additional Option: User Status (freely definable) SAP AG 2004
Open is the initial status and is set by the system when creating service confirmations. You can still make changes to the confirmation document in this status. The system sets the status Distribution Lock as soon as the open status is set to prevent the document from being transferred to R/3. You set the Completed status manually for all items either at item level or at header level. If you manually set all items to Completed, the system automatically sets the header as Completed. As soon as a document has the status Completed, you can no longer make changes to it. If you determine that the document is incorrect, you must cancel it. If you set the Completed status, the system sets the corresponding To Be Distributed status. This status changes to the status Distributed Successfully if the distribution is successful or to the status Incorrect Distribution, if the distribution failed. The system proceeds in a similar way with reference to billing. Cancelled Internally or Billing Document Cancelled: You can use these two statuses to cancel the following: y Documents that have not yet been distributed: The document is canceled in the CRM system to prevent distribution. y Documents that have already been distributed for billing and internal processing: Cancellation documents are generated to reverse postings made in integrated SAP systems, for example, changes made to stock as the result of spare parts being confirmed. When a document has one of these statuses, no additional changes of status are possible.
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Amount Allocation: Topic Objectives At the conclusion of this topic, you will be able to: Create an amount allocation for services that have been performed
SAP AG 2004
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Service Order Management Create and communicate quotation
Make inquiry
Accept quotation
22
33
11 Convert quotation into service order
Bill customer, perform analyses 88 Approve confirmation, assign costs
44 Execute assignment, perform confirmation
Create and optimize assignments 55
77
66
SAP AG 2004
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Amount Allocation: Definition Amount Allocation offers the ability to define who should pay which expenses shortly before billing takes place.
Recipient Recipient Recipient Recipient Recipient
Expenses
Amount Allocation allows: Grouping of items and sub-items Description of price reductions with the accounting indicator Splitting (on header and item level for Service Order and Service Confirmation with inheritance from header to item) into different payers or bill-to-parties
SAP AG 2004
You can use amount allocation to allocate the value of a billing document, or the value of individual items in a service order to several invoice recipients or payers. You can make this allocation in the order or in the confirmation, or in the amount allocation document itself, whereby allocation to the respective follow-up document is copied as a default value but can still be changed.
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Amount Allocation
When Does the Process Take Place?
Billing Document Release Order
Confirmation
Billing Amount Allocation
SAP AG 2004
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Amount Allocation Process
Billing-relevant items from the service order and confirmations Amount Allocation Changing of rule for amount allocation
Overview of billed items
Overview of items with errors
Release for billing
For items released for billing
SAP AG 2004
Possible to define shortly before billing takes place, who should pay which expenses y Often, prices are defined at a very late stage Æ flexible price changes are possible y Settlement information is not always known at the time of order creation y Checks and corrections can be performed shortly before billing takes place - Change of billing relevance (for example, warranty, goodwill) - Change of invoice recipient y A field service employee can often not decide himself, how much the customer or the insurers should pay The settlement of expenses is possible at different times during the service process: y Settlement is performed monthly, even if the service has not yet been completed y Settlement is performed once the service has been completed y Partial billing of services possible
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Splitting of Items
Splitting (on header and item level) for Service Order and Service Confirmation with inheritance from header to item into different payers or bill-to-parties by: Percentage Value Quantity (only on item level) 10
Repair
100 Hours
40 %
1000 Euros 60 %
Customer
Insurer
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Grouping of Items Definition: Grouping of items links items together and provides them with the same split and billing information The grouping term can be entered on header or item level Rule for Amount Allocation Material Service
50%
Customer
50%
Insurer
20%
Customer
80%
Insurer
Rule is inherited
Items in the Order 10
Repair
100 Hours
1000 Euros
20
Tires
4 Pieces
400 Euros
SAP AG 2004
Flexible grouping possibilities y Grouping of items is possible, for example: - Customer pays completely for all materials, but only pays 50% of the expenses for services y Grouping of items can be derived from the product type
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Service Billing: Topic Objectives At the conclusion of this topic, you will be able to: Create billing documents for services that have been performed
SAP AG 2004
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CRM Billing
CRM Billing: the central component for billing time, materials and expenses for services performed CRM Billing can be used for process-related billing Resource-Related Billing: bill services according to confirmed services and materials
SAP AG 2004
You must use CRM Billing for billing service products and spare parts. The billing of service products and spare parts using R/3 is not supported in the CRM standard system. A sales order is created in R/3 for sales items so that these items can be delivered using R/3. The sales item should be flagged as not billing relevant in R/3. Billing for these items thereby occurs in the CRM system using CRM Billing. You can choose between flat-rate billing and resource-related billing or combine both ways. Prerequisites for CRM: y Pricing must have occurred for billing to take place. Pricing occurs in all service documents according to the general pricing for the CRM System. y You have made settings in the business transaction category Sales in Customizing for the item category. These settings define whether and, if yes, how billing should occur. y Billing data is updated for accounting from CRM Billing. y In each case, revenue is updated in the relevant controlling object, an internal order or a profitability segment.
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CRM Billing: Process Overview The whole billing process comprises three major steps: Input processing Billing Output processing
CRM Billing Output
Input Processing
Billing
Invoice documents FB 1
Output Processing
mySAP CRM
Billing Due List
Transfer
SAP FI
Extraction
SAP BW Other
Cancel lation
Connection Applications
SAP AG 2004
The process flow for creating and issuing invoices using CRM Billing can be divided into three subprocesses: y Input processing y Billing y Output processing During input processing, CRM Billing takes over billing-relevant items from different business transactions and saves them as billing due list items. From the billing due list, you can process both single and collective billing from billing due list items and also trigger these to run in the background. During billing, related billing due list items are also grouped together as far as possible from different CRM business transactions and transferred to a joint billing document. Through cancellation, you can cancel individual billing documents and also execute collective cancellations. The system transfers information on cancellations automatically to mySAP Financials. Output processing consists of invoice output, the transfer to mySAP Financials and retrieval for SAP BW. You can choose from different output media (for example, print, fax or e-mail) for invoice output, although output takes place using SAP Smart Forms. The ledger posting of billing data takes place either in accounts receivable (SAP FI-AR) or in contract accounting (SAP FI-CA). CRM Billing provides all relevant billing data for the SAP BW for statistical reporting.
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Billing Options Service Service Process Process Service Service Product Product Item Item Spare Spare Part Part Item Item Sales Sales Product Product Item Item Expense Expense Item Item Service Service Confirmation Confirmation Service Service Product Product Item Item
Transactionrelated Transactionrelated after confirmation Transactionrelated according to delivery quantity
Billing Due List
Delivery-related
Spare Spare Part Part Item Item Expense Expense Item Item SAP AG 2004
How services are billed is triggered by the Billing Relevance indicator in the item category. Transaction-related billing: In CRM, the Billing Engine is called up for a transaction, for billing the order quantity. This billing type is used for a flat-rate billing with reference to a service process item or for resource-related billing with reference to a service confirmation item. Transaction-related billing after confirmation: In CRM, the Billing Engine is called up for a service process item for billing the order quantity (flat-rate), if the item has been confirmed. Furthermore, the items have to be released for billing (transaction CRM_SRVBIL). Transaction-related billing according to delivery quantity: In CRM, the Billing Engine is called up for a sales product item, for billing the cumulated delivery quantity. The delivery in SAP R/3 returns the delivery quantity to the sales product item. Delivery-related billing: Deliveries for sales product items in R/3 are billed with the Billing Engine in CRM. In the last two cases, you must make sure that the corresponding item category in R/3 is set to Not relevant for billing. Two different scenarios are used depending on whether you have agreed on a fixed price with the customer or whether resource-related billing should take place. y Fixed Price: In this case, the service process item must be flagged as billing-relevant, however, the confirmation item must not. y Resource-Related Billing: The confirmation item must be flagged as billing relevant, however, the service process item must not. You can also combine fixed price and resource-related billing.
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Service Controlling: Topic Objectives At the conclusion of this topic, you will be able to: Describe the options for controlling integration
SAP AG 2004
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Controlling Integration
mySAP Financials Integration enables smooth communication between SAP CRM and SAP R/3. You can define your company’s controllingrelevant service processes. You can also use the mySAP Financials integration to qualify and analyze the entire value flow for a service process including costs and revenues.
SAP AG 2004
You can use the integration of service and sales processes with Controlling in mySAP Financials to transfer controlling-relevant data from CRM to an R/3. In this way, you can analyze the entire value flow (including costs and expenses) for services and sales orders. You can display and evaluate costs and revenue for services, for example, for each product category or service organization. Services are billed using CRM Billing. Costs are either updated to the profitability segment or to the internal order. Sales orders are billed using CRM Billing or R/3 Billing. Expenses are updated to the profitability segment. Costs are updated only for delivery-related billing. The service confirmation updates the costs for the consumption of resources either to the profitability segment or to the internal order.
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Value Flow
Service Service Process Process
Service Service Confirmation Confirmation
Crea tes
Costs
es enu Rev
Service Service Billing Billing
Controlling Object
Revenues - Costs = Result
SAP AG 2004
A controlling object is created from a service process that contains at least one service process item. Costs and revenues can be analyzed on the controlling object (profitability segment or internal order). In Controlling, this data can be analyzed on a higher level, for example, for product categories or service organization.
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Controlling Types
Three Controlling Types Mass-Object Controlling Single-Object Controlling Controlling for Account Assignment Recipient
SAP AG 2004
The customer must make the settings for all transaction types in the Controlling Integration table. The customer defines transactions types, organizational units and so on in the CRM System and must replicate these in R/3. The customer then makes the following settings in Customizing: Business Scenario y Technical settings that control the interaction between the application and R/3 Controlling are defined using the business scenario y There is the business scenario for CRM Service and for CRM Sales
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Mass-Object-Controlling
Mass-Object Controlling Costs and revenues are assigned directly to a profitability segment Analysis of goods sold and revenues in CO-Profitability Analysis (CO-PA) with original mySAP CRM attributes, e.g. service organization, product category
SAP AG 2004
A profitability segment is an object within Profitability Analysis (CO-PA) to which costs and revenues are assigned. It corresponds to a market segment. You can calculate the profitability of a profitability segment by comparing its sales revenues with its costs. A profitability segment in an operating concern is defined by a combination of characteristic values. All service transactions with the same CO-PA characteristics are assigned to the same profitability segment. In SAP, BW you are able to evaluate the single service transaction even if you have chosen mass object controlling.
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Single Object Controlling
Single Object Controlling Controlling by service order or by service contract Cost and revenues are assigned to the internal order Overheads and process costs can be applied Results analysis If you use settlement of costs and revenues to CO-PA aggregated analysis on CRM attributes is possible Settlement of costs and revenues to CO-PA or other recipients Original CRM attributes are available on the internal order
SAP AG 2004
In SAP R/3, the single object controlling´s level is defined for each relevant transaction type, service unit, and responsible service unit. For the controlling type single object controlling, you have to define a controlling scenario.
y The following parameters are defined by the controlling scenario: - Pricing procedure, Overhead key, Results analysis key - Settlement profile, Object class, Residence time 1 and 2 for the archiving - CO partner update The controlling relevant characteristics are replicated in SAP R/3. It is possible to differentiate the calculation of costs for the following: y Special qualifications, such as for a specialist or apprentice y Standard working time, overtime, driving hours, and so on You differentiate the calculation of costs by doing the following: y Replicating the item category, the service type, and the valuation type into R/3 (based on the CRM customizing) and y Defining some transformation in the Plug-In customizing.
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Additional Features for Single Object Controlling
Planned Costs and Revenues Accounting Indicator Cockpit for Controlling Integration
SAP AG 2004
Planned Costs and Revenues y Determination of planned costs including surcharges based on order planning for services, spare parts and expenses y Determination of planned revenues based on billable services, spare parts and expenses within a service order y Comparison of planned and actual values on an internal order representing a service order Accounting Indicator y Confirmation of used resources with information about the reason e.g. warranty, good will y Differentiation of actual costs in addition to cost element y Determination of different settlement receivers based on accounting indicator via customizing y More accurate calculation of work in process possible Cockpit for Controlling Integration y Manages error messages that are only relevant for Controlling - The internal order for a service order can be created, the settlement rule can not be created. This is irrelevant for the CRM process, but is relevant for the Controlling process - Errors occurred during costing are only shown in the cockpit y Supports the maintenance of master data and settlement rules for internal orders belonging to service orders or confirmations y Integrates reporting for the controlling of internal orders
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Controlling for Account Assignment
Controlling for Account Assignment Object Controlling by service order or by service confirmation Cost and revenues are assigned to the cost receiver Supports the receiver types: internal order, WBS element, sales order item, network activity or customer defined cost receivers via business add-in Additional controlling functions depending on receiver type
SAP AG 2004
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Logistic Integration R/3
CRM Service Order R/3 Service Item
ATP information
Availability Information (On plant Level)
Spare Part 1 Spare Part 2 Reservation
Reservation (on plant Level) Disposition
Dispatching of Service Technician
Delivery
Material Confirmation
Goods Issue Update Reservation
Stock Update (depending on Logistic Scenario) Update of Reservation
SAP AG 2004
Transfer Parameter Goods Movement y You can define different movement types and special stock indicators that are required by an external system to execute a goods movement. y The movement type and special stock indicator created are dependent on transaction types and item categories Mapping Plant and Storage Location to Service Structure y You can define which plant and which storage location of this plant is assigned to a combination of service organization, service team, and service employee. y The assignment applies to service processes in CRM Online and is used to determine the correct plant and storage location when withdrawing or reserving spare part items Availability-to-Promise Information for Service y During the service order creation, availability information from R/3 is possible. Reservation y You can create a reservation after saving the service order.
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Product Service Letter: Topic Objectives At the conclusion of this topic, you will be able to: Explain the concept of mySAP CRM PSL Management Carry out the relevant tasks for PSL Management
SAP AG 2004
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Product Service Letter Product Service Letter The product service letter (PSL) is an official document issued by the manufacturer (usually) documenting a service directive/request for a certain range of products and the conditions of the service to be performed The reason for issuing a service letter is usually either a potential or identified technical failure and/or avoiding costly correction measures of the product
SAP AG 2004
Different types of PSL y Safety PSL (Call-Back / Recalls) - Safety hazard - As soon as possible - Does not expire, no end-date - In most countries a legal requirement. Often monitored by legal authorities. Consumer protection. - Owner of equipment will be contacted - Full reimbursement from manufacturer is normal y Commercial PSL - To eliminate potential failure to prevent costly correction measures - From as-soon-as-possible up to an end-date - Reimbursement ranging from full claimable up to clearly defined limits between Manufacturer – Dealer and Customer y Support PSL’s (often called Service Bulletins) - Frequent problems discovered by the manufacturer can lead to a PSL - Is not mandatory - Are chargeable after warranty has expired
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Product Service Letter Product Service Letter Management
Solution covering the Dealer/Service provider operational side of the PSL management
Automatic load of PSL’s including Service Template to store the details regarding the activities to be carried out
Manual creation of PSL and Service Template and link of these
Search for affected products (individual objects) when creating a PSL
Search for valid PSL‘s when referencing an ind. Object in the service order
Amount allocation and Billing/Claiming
SAP AG 2004
Product Service Letter Management (Operations) y OEM Support - Support for an OEM to maintain, distribute and analyze PSL‘s. - Distribute to other partners (and systems). - Enable the OEM to generate the necessary report for various authorities and organizations. y Multi-tier Support - OEM distributes the PSL‘s to Dealers and Service Providers. The Dealers and Service Providers can then again distribute it within their organization or region. y Dealer/Service Provider support - Electronically receive PSL‘s. - Electronically send PSL status to issuer. - Support for a Dealer / Service provider to maintain, distribute and analyze their own PSL’s. This is especially interesting when a Dealer/Service provider has his own product range. y High level description of the PSL - Reason, affected products and/or ranges of products, validities, severity. - General descriptions such as problem description, solution approach, necessary activities to be taken, etc. y Detail description of PSL - Detailed execution instructions of the tasks to carry out, parts and tools required. - Service Templates are ‘execution ready’ documents used to speed up the order planning and execution process. y Claim Integration
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- The execution efforts (costs) are normally claimable to the manufacturer. - Reimbursement rules may cover a split of the costs (Æ amount allocation) between different parties like manufacturer, dealer, insurance company, customer, etc.
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Product Service Letter Management (PSL) Service Provider Receives PSL and inform customers
OEM determines a PSL is required
PSL is assigned to Service Order for customer ind. Object
22 33
11
Product Service Letter Processing
Analyze PSL
77
Set Amount Allocation and Bill Partners
Service Order with PSL is carried out and confirmed
44
Change status of PSL and inform OEM
55 66 SAP AG 2004
Note: Numbers correspond to chapters
The OEM determines that a product improvement is needed for one of its products and creates a Product Service Letter that is sent to the dealers and service providers. The OEM sends information regarding the tasks, parts, and tools required for the PSL. The dealer receives the PSL and updates his service system with the information. The additional information regarding the tasks, parts, and tools is created as a Service Template. The Service Template is linked to the PSL. The dealer then informs the customers if necessary. When a customer orders service for an equipment where a valid PSL exist the system determines open service letters and/or the service manager enhances the service order with a PSL relevant task The service employee performs the service and performs confirmation for the work done, materials used etc. The confirmation status of the PSL of a specific object is changed and the OEM is informed that the PSL has been carried out for this individual Object Setting the Amount Allocation the service manager defines who has to pay which part of the PSL task and Bills the relevant partners The service manager performs analyzes of the PSL processing.
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Product Service Letter – Basic Architecture Level
Product Service Letter Management
Service Order Management
Product Service Letter Manufacturer
Issuer (e.g. Manufacturer)
Invoice Invoice receipt receipt
PSL Confirmation
Confirmation PSL to issuer
Invoice Invoice receipt receipt
(other (otherpartners) partners) Execution and Confirmation (Order)
44
55
Executor (e.g. Service Provider, Dealer)
(Manufacturer) (Manufacturer)
Distribution PSL
Definition (Create)
Confirmation PSL (Issuer)
11
Service ServiceOrder Order
Product Service Letter Dealer Site
33
Identification (Check)
PSL Confirmation
77
Analytics
Invoicing
22
Amount Allocation / Settlement
66 Billing/Claim Billing/Claim (Dealer) (Dealer)
Confirmation PSL from Order Communication to Customer
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Service Process Customizing: Topic Objectives At the conclusion of this topic, you will be able to: Perform the customizing settings for service process
SAP AG 2004
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Service Process Customizing: Header
Define transaction transaction type: type: Transaction attributes and characteristics: Controlling attributes Leading business transaction category Assign business transaction categories Additional business transaction categories Dependent of leading business transaction category Customizing at header level: Different settings according to business transaction category SAP AG 2004
The standard transaction type for service transaction is SRVO. The standard transaction type for service confirmation is SRVC. You can define your own transaction types in Customizing. For each transaction type, you can define the different attributes that are required for a business process. Attached to Transaction Type: y Text determination procedure y Partner determination procedure y Status profile y Organizational data profile. y Date profile y Action profile y Number range y Early number assignment: The number is created before saving the transaction. y Increment item number Each transaction type is assigned to a leading business transaction category. Service transaction is a business transaction category of its own.
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Service Transaction Type
Leading Business Transaction Category Contract Determination Procedures and Profiles
SAP AG 2004
Each transaction type has a key and a long text. The Leading Business Transaction category specifies the leading business context in which a transaction type can be used. Status object type: If this field is empty, the status object type COI is chosen for the item and the status object type COH for the header. Contract determination: y No contract determination y Item level, assign if one corresponding contract found: For service contracts, the system searches for contracts that exist for the specific customer, and for the reference object, sales organization, distribution channel, and, if applicable, the service organization for which the service order is issued. y Item level, display all corresponding contracts y You have the option of using the BAdI definition CRM_SERVICE_CONTRACT to include BAdIs (BAdIs for service contract selection), which you can use to provide your own selection criteria or to limit the selection criteria delivered by SAP.
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Business Transaction Category: Header Sales: Document pricing procedure
Service: Subject Profile Transaction Type for Handheld confirmation
Business Activity: Default values
SAP AG 2004
A business transaction type is assigned to one or more business transaction categories (for example, activity, sales). The business transaction category defines the business context in which the transaction type can be used (for example, service, sales, activity). One business transaction category always is the leading business transaction category. This is not related to other business transaction categories in a hierarchical sense, but displays a preference.
For a Service Transaction, you must assign the business transaction categories Activity and Service Transaction. Sales Transaction is optional but necessary for pricing.
For a Service Confirmation, you must assign the business transaction categories Activity and Service Confirmation. Service Transaction and Sales Transaction are optional.
The document pricing procedure is used to determine the pricing procedure.
The subject profile is a grouping of code group profiles from different catalogs. This can be done on a structured basis, which enables the creation of a hierarchy.
The transaction type for confirmation is selected when a confirmation is entered via hand-held devices.
Business Activities: default values for Priority, Category, Destination and Direction. Processing the Task, Calendar, and Subject profile fields has no effect, because these fields are not used in Service.
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Service Process Customizing: Item
Define Define item category: category: Item attributes and characteristics: Controlling attributes Item object type Assign business business transaction transaction categories: Assign business transaction categories Only certain combinations are permitted Customizing Customizing at at item item level: level: Different settings according to business transaction category SAP AG 2004
The following predefined item categories are contained in the standard CRM system and can be used for the service process: y SRVP: You use this item category for service products, that is, products of the type Service. y SRVM: You use this item category for spare parts, that is, products of the type Material. y SRVS: You use this item category for service sales products, that is, products of the type Material that can be sold and delivered via the R/3. y SRVE: You use this item category for expense items. y SVCP: You use this item category for service products confirmation. y SVCM: You use this item category for service material confirmation. y SVCE: You use this item category for expense confirmation.
First you define the general settings, which are the same attributes for all types of item categories. y General data: item object type. y Procedures and Profiles: text, partner, status, APO availability check (only for sales items, for spare parts the R/3 availability information is used), organizational data, dates, actions.
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In the second step, you define the business context for which the item category is used. Settings differ depending on the assigned business transaction category.
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Business Transaction Category: Item Sales: Billing relevance Pricing relevance
Service: Resource Planning Confirmation Service and Valuation Type – Default values
Service Confirmation: Relevance for distribution to SAP R/3
SAP AG 2004
Billing relevance: y Not relevant for billing y Billing after confirmation y Order-related billing according to order quantity y Order-related billing according to delivery quantity y Delivery-related billing Pricing relevance: Price determination is activated for each item category using this indicator. Resource Planning: This indicator controls whether or not a service product item displays in resource planning. If a service product item is relevant to resource planning, a requirement is generated for it. Confirmation: This indicator controls whether a service process item is relevant for confirmation.
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Settings for Service Processes Valuation Types for pricing, for example Junior consultant Senior consultant
Service Types for pricing, for example Weekend time Night time
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Valuation types are used as a basis for the pricing of services.
For example, you can define different prices depending on the qualifications profile for individual service representatives.
Service types represent the basis for pricing and are used to differentiate a general product master for a service with regard to its price. You can do this using an absolute or percentage markup or discount.
Example: Working time on the weekend is marked up by 20% and working time on a public holiday by 50%. Therefore, you can specify a basic price of 100 EUR for the repair time for a washing machine and use markups to define that the service costs 120 EUR on the weekend and 150 EUR on a public holiday.
The following two prerequisites must be fulfilled to ensure that pricing works:
•
The service type must be entered in the corresponding transaction item.
•
A condition must be available that takes into account the service types.
If you transfer confirmation items to R/3 as CATS documents and want to determine different attendance and absence types, depending on the service types, you must specify the service types accordingly and assign attendance or absence types to the service types in Customizing for the relevant R/3.
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Controlling Integration Replication of CRM data to R/3 : Transaction types Item categories Organizational units Service types Valuation types Product categories
Controlling Type and Level Controlling Scenario For Single Object Controlling
SAP AG 2004
Replication: You can replicate the characteristics of service processes (contracts, orders and confirmations) that you want to use for Controlling in R/3.
The Controlling Scenario is needed for single object controlling and defines how the internal orders that are created from CRM are described. The following parameters are defined by the controlling scenario: costing sheet, overhead key, results analysis key, settlement profile, object class, and functional area. The Controlling Type and Controlling Level are defined for combinations consisting of a transaction type, a service organization, and a responsible service organization for a certain validity period. There are several options: y No Controlling y Mass-Object Controlling (profitability segment) y Single-Object Controlling (internal order) on business transaction level y Single-Object Controlling (internal order) on item level y Controlling for Account Assignment If you assigned single-object controlling to the Controlling type, you must also specify the Controlling Scenario.
For single-object controlling, the internal order is always created with the order type SAPS.
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Service Process: Unit Summary You are now able to: Describe contents and functions of the service process Know the steps for service processing Create a service process Create a service confirmation Perform the customizing settings for service process
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Exercises Unit:
Service Order Management
Topic:
Service Quotation
At the conclusion of this exercise, you will be able to: •
Create and maintain a service quotation
•
Create and maintain a service order
Our service representative works for a large company that sells materials and services to their customers. The customer is interested in the new service offer that was announced few days before in the newspaper. He contacted our service representative and requested detailed and complete information before placing a service order. Thus, our service representative creates and sends a new service quotation to the customer. 1. 2. Create a service quotation. 3. Create a service quotation of type HT Quot. → Service. 4. 5. Enter the following data:
Field Name or Data Name
Description
Sold-To Party
##MEGASTORE
Description
Service order quotation ##
Priority
High
6. 7. Enter a service product SRV1_4 (Repair) with quantity 1. 8. If a pop-up menu indicates that one or more contracts exist for customer, choose the No
Assignment button. 9. Enter a spare part item R-1130 (Keyboard, English) with quantity 1. 10. Choose spare parts in the selection box. 11. In the selection pop-up menu for service contracts, select the No Assignment button. © SAP AG
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12. Save your Service Order Quotation. 13. 14. Check the status of the service quotation. 15. What is the actual status of the service quotation? 16. What is the actual status of the items? 17. ________________________________________ 18. 19. 1-1-6 What is the Net value and Gross value of the quotation? 20.
_______________________________________________
21. 22.
Make a note of your quotation number.
23.
_____________________________________
24. 25. 26.
Create a service order of type Service Process as follow-up document.
1. 1-2-1 Select Create Service Order. 2. 1-2-2 Choose the transaction type Service Process. 3. The system creates a new browser window and displays the order, which has been copied out
of the quotation. 4. 1-2-3 Copy all the items to your service order. 5. The system changes the status Transfer. 6. Save the Service Order
Make a note of your order number. ____________________________
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Exercises Unit:
Service Order Management
Topic:
Resource Planning
At the conclusion of this exercise, you will be able to: •
Maintain data for resource planning
•
Use the resource planning tool
•
Use the appointment scheduling functionality
In the role of a resource planner, you plan the service tasks by assigning a service technician, who has the required qualifications. Than you monitor the execution of the assignments and check the assignment status.
2-1
Create an assignment for your service order. Open the resource planning tool. 2-1-1 Search your service technician group. If you want to create an assignment you have to first check the service technician group. Open the locator with the Locator button. Expand the Service Team tree and use the structured search to find the service team. 2-1-2 Check the qualification requirements of your service order. 2-1-3 Use the ranking functionality to determine a technician. Which is the best service technician for the job? _______________________________________ 2-1-4 Create an assignment. Create an assignment for Lou Windham: 2-1-5 Change status of the assignment. Change the status into Informed. Check the color of the assignment.
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_____________________________
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Exercises Unit:
Service Order Management
Topic:
Service Confirmation
At the conclusion of this exercise, you will be able to: •
Confirm time and material
Time and material data is confirmed by the technician.
3-1
Create a service confirmation with reference to a service order 3-1-1 Open your service order to do a follow-up confirmation. Search for your service process After finding your service process, create a follow-up confirmation. 3-1-2 Copy all the items into your confirmation. 3-1-3 Enter Lou Windham as the Service Technician In the confirmation header area, in the Service Employee field, delete the entry and enter Windham. 3-1-4 Mark the confirmation items as complete. Choose Save. Make a note of the service confirmation number. ________________________________
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Exercises Unit:
Service Order Management
Topic:
R/3 Integration
At the conclusion of this exercise, you will be able to: •
Post Cost to the corresponding controlling objects
•
Post goods issue
Time and material data is posted in R/3.
4-1
Integration with R/3 The confirmations have created time data records in CATS. A supervisor would review the time records for the technicians’ work and then (because you have not set up automatic transfer to accounting) the supervisor would initiate the transfer of the data. In this exercise, you will perform these supervisory functions. In addition, in R/3 you want to view the material goods movements, which were created by the confirmation for the parts used from the technician’s van stock. 4-1-1
CATS Integration Open the transaction for CATS transfer to controlling Enter the HR employee number of Lou Windham: 10451. Execute (F8) and the cost information will transfer to CO.
4-1-2
Stock Overview Open the Stock Overview transaction. Enter the material R-1130 and choose Execute (F8). You receive a stock overview for all plants and storage locations. Material Document: Display the material document list for material R-1130 and enter the actual date in the Posting date field.
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You will receive a list with all postings.
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Exercises Unit:
Service Order Management
Topic:
Service Billing
At the conclusion of this exercise, you will be able to: •
Create billing documents for service
The services are charged.
5-1
Create a billing document 5-1-1 Maintain the billing due list. Select Maintain Billing Due List and select the billing application CRMB. Insert your confirmation document number and select Execute (F8). Expand the transactions to see what is billed. Select all transactions and choose Individual Billing. Save the billing documents. 5-1-2 Display the billing documents. Call up Maintain Billing Documents and select Payer ##MEGASTORE. What are the billing document numbers? _________________________________ Check FI integration of the billing document. Mark one item and select the Display Document Flow button. Mark the invoice and select the Display Accounting Documents button. You receive a list with all relevant accounting documents. Which FI documents were generated? ______________________________
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With a double click, you can jump directly to the controlling documents.
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Exercises Unit:
Service Order Management
Topic:
Service Controlling
At the conclusion of this exercise, you will be able to: •
Display costs and revenues for your service process
The result for each service process is analyzed.
6-1
Display order result Display the CO orders that have been generated from your service process. 6-1-1 What is the document number? _________________________ Call up the cost analysis. Extras → Cost Analysis. What are the planned and actual costs for the service and the spare part? __________________________________________________________ 6-1-2 Compare actual and planned costs and revenues.
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Solutions
1-1
Unit:
Service Order Management
Topic:
Service Quotation
Log on to the Enterprise Portal. Your instructor will provide you with URL, user name and password. Navigate to Service & Support → Order Quotations 1-1-1 Create a service quotation of type HT Quot. → Service. Choose Create. In the pop-up box, choose the service quotation type: HT Quot. →Service 1-1-2 Enter the following data: Field Name or Data Type
Values or Action
Customer
##MEGASTORE
Description
Service for ##
Priority
High
Enter 1-1-3 Enter a service product SRV1_4 (Repair) with quantity 1. Choose Add Entry Field Name or Data Type
Values
Product
SRV1_4
Item Details - Quantity
1
Enter The item category is: SAP Service Product Item. If a pop-up menu indicates that one or more contracts exist for the customer, choose the No Assignment button.
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1-1-4 Enter a spare part item R-1130 (Keyboard, English) with quantity 1. Choose Add Entry. Field Name or Data Type
Values
Product
R-1130
Item Details - Quantity
1
Enter. The item category is: SAP Service Material Item If a pop-up menu indicates that one or more contracts exist for the customer, choose the No Assignment button. 1-1-5 Choose the Status tab page. The header status of the service quotation is released. The item status is Quotation. 1-1-6 Net value of service quotation and gross value of service quotation can be found on the Prices tab on header and item level. 1-1-7 Save your quotation. 1-2
Create a service order of the type Service Process as a follow-up document. 1-2-1 While in your service quotation, press the Expand button at the top of the screen to increase your menu options. Choose Create Service Order Choose the following transaction type in the pop-up window: Field Name or Data Type
Values
Transaction Type
Service Process
The system creates a new browser window and displays the order, which has been copied out of the quotation. Copy all the line items from the quotation into the service order. 7. Choose Copy All. 8. The system changes the status to Transfer on each line copied..
Choose Save.
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Solutions
2-1
Unit:
Service Order Management
Topic:
Resource Planning
Start the Resource Planning Tool to create an assignment for a service technician. Navigate to IDES → Start Resource Planning Tool 2-1-1 If necessary, search for the service technician group using the Locator. Choose Locator Open Service Team and click on Search Term Enter part of the name of the Service employee group in the With Name field and use an asterisk (*) as a wildcard in your search. Field Name or Data Type
Values
Service Employee Group
US Service Employee Group 1
2-1-2 Check qualifications To check the qualification requirements of the service order, find your service order item within the list viewer. Highlight your service item and use the right mouse button. Choose the entry Qualification requirements from the list. The result will be a list with all the qualifications that are needed to perform the service. Choose Continue to close the pop-up box. 2-1-3 Ranking List Select all the employees by right mouse clicking on the name of the service technician group and choosing the option Select All Service Employees from a dropdown list. Right mouse click on the row and a drop-down list appears. Choose Ranking List. You will receive a ranking list, which helps to determine the best-suited service technician. Choose Cancel to exit the ranking list.
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2-1-4 Create assignment Choose your service order. Choose the technician you would like to assign to the order. Choose Create Assignment at the top of the screen. It will use the default time from the service order to create the assignment. 2-1-5 Change status of assignment Right mouse click on the assignment. Choose Details. Change the status of the assignment to Informed. Choose Copy.
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Solutions
3-1
Unit:
Service Order Management
Topic:
Service Confirmation
Create a service confirmation with reference to a service order 3-1-1 Create a follow-up service confirmation from your service order.. Log on to the Enterprise Portal with the user name provided by the trainer. Navigate to Service & Support → Orders. In the Get field, select Transaction Number and in the second field, enter your service process number. Choose Go. Your service order will display. Choose Expand and then Create Confirmation. In the dialog-box, select Confirmation. A second window browser will display. 3-1-2 Copy all the line items into the confirmation. Item Selection tab Choose Copy All The Transfer column will display a green check showing transferred items. 3-1-3 Enter Service technician Lou Windham. In the confirmation header area, in the Service Employee field, delete the current entry and enter Windham.
Field Name or Data Type
Values
Service Employee
400440
Enter 3-1-4 Mark the confirmation complete and save your confirmation. Choose the Expand icon and then Complete items. Choose Save. Transaction number: see system message
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Solutions Unit:
Service Order Management
Topic:
R/3 Integration
At the conclusion of this exercise, you will be able to: •
Post Cost to the corresponding controlling objects
•
Post goods issue
Time and material data is posted in R/3.
4-1
Integration with R/3 The confirmations have created time data records in the cross application time sheet (CATS). A supervisor would review the time records for the technicians’ work and then (because you have not set up automatic transfer to accounting) the supervisor would initiate the transfer of the data. In this exercise, you will perform these supervisory functions. In addition, in R/3 you want to view the material goods movements that were created by the confirmation for the parts used from the technician’s van stock. 4-1-1 CATS Integration Navigate to R/3 Integration → CATS Transfer to Controlling Enter the HR employee number for Lou Windham 10451. Execute (F8) and the cost information will transfer to accounting. 4-1-2
Stock Overview Navigate to R/3 Integration → Stock Overview R/3 Enter the material R-1130 and choose Execute (F8) You receive a stock overview for all plants and storage locations. Use the menu path at the top: Environment → Material Movements to view the material document list for material R-1130.
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Solutions
5-1
Unit:
Service Order Management
Topic:
Service Billing
Create a billing document 5-1-1 Maintain the billing due list. Navigate to IDES → Billing. Select Maintain Billing Due List and select the billing application CRMB. Insert your confirmation document number and choose Edit (F8) Expand the transactions to see what is billed. Select all transactions and choose Individual Billing. Save the billing documents. 5-1-2 Display the billing documents. Navigate to IDES → Billing. Call up Maintain Billing Documents and select by Payer ##MEGASTORE. Choose Maintain Billing Documents Check accounting integration of the billing document by the following steps: Mark one item and select the Display Document Flow button. Mark invoice and select the Display Accounting Documents button. You receive a list with all relevant accounting documents. With a double click, you can jump directly to the accounting documents.
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Solutions
6-1
Unit:
Service Order Management
Topic:
Service Controlling
Display order result Navigate to R/3 Integration → Display Internal Order. 6-1-1 Display the internal orders that have been generated from your service process and your service confirmation. Use the F4 help to search your internal order. Use the search Internal Order Created by CRM Service. Enter your service order number as search criteria Choose the internal order by doubleclicking. Enter. 6-1-2 Call up the cost analysis by using the menu path Extras → Cost Analysis. Compare actual and planned costs and revenues.
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Solutions
1-2
Unit:
Service Order Management
Topic:
Service Quotation
Create a Service Quotation. In the CRM system in SAPgui, use the menu path: SAP Menu → Service → Maintain Service Processes 1-1-1 Create a service quotation of type HT Quot. → Service. From the menu: Business Transaction →Create. In the pop-up box, choose the service quotation type: HT Quot. →Service 1-1-2 Enter the following data: Field Name or Data Type
Values or Action
Description
Service for ##
Customer
##Megastore
Priority
High
Enter 1-1-3 Enter a service product SRV1_4 (Repair) with quantity 1. Field Name or Data Type
Values
Product
SRV1_4
Quantity
1
Enter The item category is: SRQP (SAP Service Product Item). If a pop-up menu indicates that one or more contracts exist for the customer, choose the No Assignment button.
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1-1-4 Enter a spare part item R-1130 (Keyboard, English) with quantity 1. Choose Item Details. Choose the Spare Parts tab Field Name or Data Type
Values
Product
R-1130
Quantity
1
Enter. The item category is: SRQM (SAP Service Material Item) If a pop-up menu indicates that one or more contracts exist for the customer, choose the No Assignment button. 1-1-4 View the status. On the Overview tab, see the field Status which shows Quotation status for the items. To view the transaction header status, choose Transaction Data. On the Status tab, it shows the service quotation is released. 1-1-6 Net value of service quotation and gross value of service quotation can be found on the Prices tab on header and item level. 1-1-7 Save your quotation. Note your transaction number _______________________ 1-2
Create a service order of the type Service Process as a follow-up document. 1-2-1 While in your service quotation, choose the button Create Follow Up Transaction at the top of the screen. Choose Service Process → Service Process You are now in the service process.
Copy all the line items from the quotation into the service order. 9. Select the items and press Copy. 10. You may now view the copied items on the Overview tab.
Choose Save. Note your transaction number _______________________________.
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Solutions
2-1
Unit:
Service Order Management
Topic:
Resource Planning
Start the Resource Planning Tool to create an assignment for a service technician. Menu path: SAPmenu → Service Resource Management → Resource Planning → Start Resource Planning Tool 2-1-2 If necessary, search for the service technician group using the Locator. Choose Locator Open Service Team and click on Search Term Enter part of the name of the Service employee group in the With Name field and use an asterisk (*) as a wildcard in your search. Field Name or Data Type
Values
Service Employee Group
US Service Employee Group 1
2-1-2 Check qualifications To check the qualification requirements of the service order, find your service order item within the list viewer. Highlight your service item and use the right mouse button. Choose the entry Qualification requirements from the list. The result will be a list with all the qualifications that are needed to perform the service. Choose Continue to close the pop-up box. 2-1-3 Ranking List Select all the employees by right mouse clicking on the name of the service technician group and choosing the option Select All Service Employees from a dropdown list. Right mouse click on the row with your service process item and a drop-down list appears. Choose Ranking List. You will receive a ranking list, which helps to determine the best-suited service technician. Choose Cancel to exit the ranking list. © SAP AG
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2-1-5 Create assignment Choose your service order. Choose the technician you would like to assign to the order. Choose Create Assignment at the top of the screen. It will use the default time from the service order to create the assignment. Choose Copy. 2-1-5 Change status of assignment Right mouse click on the assignment. Choose Details. Change the status of the assignment to Informed. Choose Copy.
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Solutions
3-1
Unit:
Service Order Management
Topic:
Service Confirmation
Create a service confirmation with reference to a service order 3-1-1 Create a follow-up service confirmation from your service order.. Open your service process. SAP menu → Service → Maintain Service Process Choose Open Business Transaction (the folder icon). Enter your service process transaction number. Enter. Your service order will display. Choose the icon Create Follow Up Transaction. Service Confirmation → Confirmation
3-1-2 Copy all the line items into the confirmation. Select both items. Choose Copy The Overview tab will show the transferred items. 3-1-3 Enter Service technician Lou Windham. Choose the button Fast Entry. In the confirmation header area, in the Exec.Service Employee field, delete the current entry and enter Windham. Field Name or Data Type
Values
Service Employee
400440
Enter 3-1-4 Mark the confirmation complete and save your confirmation. Choose Complete.. Choose Save. © SAP AG
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Transaction number: see system message ______________________
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Solutions
4-1
Unit:
Service Order Management
Topic:
R/3 Integration
Integration with R/3 The confirmations have created time data records in the cross application time sheet (CATS). A supervisor would review the time records for the technicians’ work and then (because you have not set up automatic transfer to accounting) the supervisor would initiate the transfer of the data. In this exercise, you will perform these supervisory functions. In addition, in R/3 you want to view the material goods movements that were created by the confirmation for the parts used from the technician’s van stock. 4-1-1 CATS Integration Log into the R/3 system. Your instructor will give you the user name and password. Menu path: SAP Menu → Human Resources → Time Management → Sheet → Transfer → Accounting (CAT7)
Time
Enter the HR employee number for Lou Windham 10451. Execute (F8) and the cost information will transfer to accounting. 4-1-2
Stock Overview Menu path: SAP Menu → Logistics → Materials Management → Inventory Management → Environment → Stock→ Stock Overview (MMBE) Enter the material R-1130 and choose Execute (F8) You receive a stock overview for all plants and storage locations. Choose the line with 1500 VAN 1: Windham Use the menu path at the top: Environment → Material Movements to view the material document list for material R-1130. The materials movement will reference the internal order associated with your service process.
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Solutions
5-1
Unit:
Service Order Management
Topic:
Service Billing
Create a billing document 5-1-1 In the CRM system, use the menu path: SAP Menu → Service → Billing → Maintain Billing Due List. Enter your confirmation document number and choose Edit (F8) Expand the transactions to see what is billed. Select all transactions and choose Individual Billing. Save the billing documents. 5-1-2 Display the billing documents. SAP Menu → Service → Billing → Maintain Billing Documents. Enter your ##Megastore business partner number in the Payer field.. Choose Maintain Billing Documents Check accounting integration of the billing document by the following steps: Mark one item and select the Display Document Flow button. Mark invoice and select the Display Accounting Documents button. You receive a list with all relevant accounting documents. With a double click, you can jump directly to the accounting documents.
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6-1
Unit:
Service Order Management
Topic:
Service Controlling
Display order result In the R/3 system use the menu path: SAP Menu → Accounting → Controlling → Internal Orders → Master Data → Special Functions → Order → Display 6-1-1 Display the internal orders that have been generated from your service process and your service confirmation. Use the F4 help to search your internal order. Use the search Internal Order Created by CRM Service. Enter your service order number as search criteria Choose the internal order by double clicking. Enter. 6-1-2 Call up the cost analysis by using the menu path Extras → Cost Analysis. Compare actual and planned costs and revenues.
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Exercises Unit:
Product Service Letter Management
Topic:
Create a Product Service Letter
At the conclusion of this exercise, you will be able to: • Create a Product Service Letter (PSL) • Create Service Order Items based on PSL’s Since this was the 34th repair ticket the technician has received for the same LCD problem over the past few weeks, he decides to discuss the issue with some of the other Service Technicians who have worked on the problem. After a number of discussions with his colleagues as well as with the Manufacturer, the technician concludes that this is a manufacturing defect and that all remaining stock needs to be cleared off the shelves. Also, customers who have purchased the Notebook Professional 17 in the past 6 months need to be notified of the problem. He uses the Product Service Letter to identify who these customers are via the Registered Product Number (Individual Object) and then to create an automatic service order for follow-up with these customers.
1-1
Create a product service letter. 1-1-1 Create a new PSL with the transaction type: SAP Product Serv. Letter. 1-1-2 Enter the following data:
1-2
© SAP AG
Field Name or Data Name
Description
Bill-To Party
US Service (400410)
Description
##LCD Display
Priority
Medium
Identify the product and ID type that are the subject of the product service letter. 1-2-1 Enter the information. CR700
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Field Name or Data Name
Description
Product-ID
HT-1011
ID Type
Product ID
1-2-2
Release the PSL.
1-2-3
Enter an action at the header level. Add the action PSL_CREATE_ITEMS. The action is automatically processed. Check the status.
1-2-4 Select the Relationships tab and enter the Service Template transaction number: 200270. 1-2-5 Return to the item level to select the line items containing the Product ID’s (Individual Objects). 1-2-6 Add the action PSL_CREATE_SO_ITEM on item level. 1-2-7 Save your PSL. 1-2-8 Check the Document Flow to view the service order that was just created for a line item.
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Solution Unit: Product Service Letter Management Topic: Create PSL
Since this was the 34th repair ticket the technician has received for the same LCD problem over the past few weeks, he decides to discuss the issue with some of the other Service Technicians who have worked on the problem. After a number of discussions with his colleagues as well as with the Manufacturer, the technician concludes that this is a manufacturing defect and that all remaining stock needs to be cleared off the shelves as well as all customers who have purchased the Notebook Professional 17 in the past 6 months need to be notified of the problem. He uses the Product Service Letter to identify who these customers are via the Registered Product Number (Individual Object) and then to create an automatic service order for follow-up with these customers. 1-1
Create a new product service letter. Log into the Enterprise Portal with the user provided by your trainer. Top level navigation: Service and Support → Product Service Letter. 1-1-1 Create a new PSL with the transaction type: SAP Product Serv. Letter Select the Create button. Choose the transaction type: SAP Product Service Letter. 1-1-2 Enter the following data:
1-2
Field Name or Data Type
Description
Bill-To Party
US Service (400410)
Description
##LCD Display
Priority
Medium
Identify the product and ID type that are the subject of the product service letter. Choose the Objects tab and select the Add Entry button.
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1-2-1
Enter the following data: Field Name or Data Type
Description
Product-ID
HT-1011
ID Type
Product ID
You can specify a range if you so choose, but for purposes of this exercise, you will leave these fields blank. 1-2-2 Release the PSL. At the header level, select the Release button. 1-2-3 Enter an action at the header level. Go to the Scheduled Actions tab. Choose the Add button and choose the action PSL_CREATE_ITEMS. All Product ID’s (Individual Objects) associated with the product HT-1011 will be gathered up and listed on the Items Tab. Select the Items tab to view all the Product ID’s associated with the product HT-1011. 1-2-4 Select the Relationships tab and enter the Service Template transaction number: 200270. The template is used to automatically copy in data to service orders. In the next steps, we will trigger an action that will automatically create service orders for each of the Product ID’s in the service letter and in these generated service orders, the data from the template will automatically be copied in. 1-2-5 Return to the Items tab and select the line items containing the Product ID’s (Individual Objects). 1-2-6 Go to the Scheduled Actions tab on the item level and add the action PSL_CREATE_SO_ITEM. With this action, at the time of save, a service order will be created immediately and the status of the line item is changed to Processed. 1-2-7 Save your PSL. Choose Save. 1-2-8 Check Document flow to view the service order that was just created.
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Choose the Document Flow tab to view the service orders created for the line items. To notify the customers of the recall, you could create a letter via a form that is triggered by an action in the service order when it is initially created.
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Management Solution Unit: Product Service Letter Management Topic: Create PSL
Since this was the 34th repair ticket the technician has received for the same LCD problem over the past few weeks, he decides to discuss the issue with some of the other Service Technicians who have worked on the problem. After a number of discussions with his colleagues as well as with the Manufacturer, the technician concludes that this is a manufacturing defect and that all remaining stock needs to be cleared off the shelves as well as all customers who have purchased the Notebook Professional 17 in the past 6 months need to be notified of the problem. He uses the Product Service Letter to identify who these customers are via the Registered Product Number (Individual Object) and then to create an automatic service order for follow-up with these customers. 1-2
Create a new product service letter. In the CRM system, use the menu path: SAP Menu → Service → Maintain Product Service Letters 1-1-2 Create a new PSL with the transaction type: SAP Product Serv. Letter From the menu choose Business Transaction → Create Choose the transaction type:SAP Product Service Letter. 1-1-2 Enter the following data:
1-2
Field Name or Data Type
Description
Bill-To Party
US Service (400410)
Description
##LCD Display
Priority
Medium
Identify the product and ID type that are the subject of the product service letter. 1-2-1
Enter the following data: Field Name or Data Type
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Description CR700
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Product-ID
HT-1011
ID Type (Dropdown box)
Product ID
You can specify a range if you so choose, but for purposes of this exercise, you will leave these fields blank. 1-2-2 Release the PSL. At the header level, change the status from Open to Released using the dropdown menu. 1-2-3 Enter an action at the header level. Go to Transaction Data Choose the dropdown to choose the action PSL_CREATE_ITEMS. All Product ID’s (Individual Objects) associated with the product HT-1011 will be gathered up and listed on the Item Details.. Select Item Details to view all the Product ID’s associated with the product HT-1011. 1-2-4 Add a template which will contain the repair steps for the service orders generated. Return to Transaction Data. Select the Relationships tab and enter the Service Template transaction number: 200270. The template is used to automatically copy in data to service orders. In the next steps, we will trigger an action that will automatically create service orders for each of the Product ID’s in the service letter and in these generated service orders, the data from the template will automatically be copied in. 1-2-5 Return to the Item Details and select the line items containing the Product ID’s (Individual Objects). 1-2-6 Go to the Actions tab on the item level and add the action PSL_CREATE_SO_ITEM. With this action, at the time of save, a service order will be created immediately and the status of the line item is changed to Processed. 1-2-7 Save your PSL. Choose Save. 1-2-8 Check Document flow to view the service order that was just created.
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Choose the Document Flow icon to view the service orders created for the line items. To notify the customers of the recall, you could create a letter via a form that is triggered by an action in the service order when it is initially created.
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Complaints and Returns
Day 1
Day 2
1.
Overview of CRM Service
4.
Planned Services
2.
Installed Base; Individual Object
5.
Service Order Management
3.
Service Contract & Entitlement
Day 3 6.
Complaints and Returns
7.
In-House Repair
8.
Enterprise Intelligence
9.
E-Service
10. Service Analytics SAP AG 2004
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Appendix
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Complaints and Returns
Complaints and Returns Processing Case Management Complaints and Returns Customizing
SAP AG 2004
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Complaints and Returns: Unit Objectives At the conclusion of this unit, you will be able to: Describe the options of complaints handling Describe the options of returns processing Perform the customizing settings for complaints and returns
SAP AG 2004
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Complaints and Returns: Business Scenario
Today’s customer is more educated and demanding. The customer expects appropriate action if there are defective products or deficient services. Companies with a high volume of returns or complaints and a low staff-customer ratio require an intelligent and effective service and support system for automatic and optimal processing of information. Customers use the Internet, telephone, e-mail, or fax to report that they are not satisfied with the goods or services they have received.
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Complaints and Returns Processing: Topic Objectives At the conclusion of this topic, you will be able to: Create and process complaints Create and process returns
SAP AG 2004
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Complaints and Returns
Two documents to handle customer satisfaction
Complaint When When aa customer customer has has issues issues with with aa material material or or service service provided provided
Return When When aa customer customer wishes wishes to to return return aa material material he he has has received received
Both documents provide:
Easy entry to document defects and causes
Flexible process definition and control
Actions that can be chosen or set to occur automatically
Tracking and reporting
Integration with controlling, Interaction center and mySAP Business Intelligence
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Features of the Complaint and Return documents: Automatic business partner determination and data display Catalog types allowing flexible definition of information for capture and analysis Reason for rejection and reason for complaint Linking of attachments, such as Microsoft Office documents for full details Actions can occur automatically or can be triggered by the user clicking a pushbutton to launch followon documents to handle sending a replacement, creating a return, creating a credit memo, and specifying other logical next steps. Integrated with the Interaction Center so that an agent can quickly view prior transactions with customers, create complaints or replacements as follow-on transactions, and view status of outstanding complaints. When the documents are saved, information from the complaint or return is transferred to the SAP Business Information Warehouse.
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Features of Complaints and Returns
Complaints and Returns can be created directly from items in the original transaction Follow-up actions can be chosen such as credit memo or sending a replacement Business actions can also be triggered automatically Catalog types allow flexible definition of information for capture and analysis Status information provides an overview of process at any time Links to documents for full information on complaint
SAP AG 2004
You can create complaints and returns directly from the items in a sales or service transaction. This simplifies the creation of complaints because all data (for example, partners, products, quantities and prices) is transferred from the line item. Complaints and returns processing is integrated with Action Management. You can define business specific actions (for example, credit or debit memos) that should be triggered by a complaint. Complaints enable follow-on processes, such as stock posting to be triggered automatically. Catalogs can be defined with damage codes, which speed the entry of complaints and enables statistical evaluation. Integration with SAP Business Information Warehouse enables you to create statistics for evaluation purposes (such as how many complaints reference a particular product). Users can follow the processing of complaints or returns using status, which gives them information at every step.
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Complaints and Returns Management Return defective product Create complaint for product and service
Create substitute delivery
2 3
1
Complaints and Returns Management
Check customer satisfaction
Create credit memo for service
4 Analyze complaint reasons and success of actions taken
6 5 SAP AG 2004
The customer calls the service organization to complain about a service performed and a defective product that was delivered. The customer sends in the defective product using the return material authorization number issued. A service employee performs a technical analysis and decides that the customer should be given a replacement for the defective product. The service employee also decides that the customer should be compensated with a credit for the incomplete service performed. Using predefined queries and reports, the service manager analyzes complaint reasons and decides what actions should be taken to prevent further complaints and checks whether the actions taken and product changes were successful. The agent calls the customer to ensure that the customer is satisfied.
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Complaints Process CRM document Sub-Items Return
Main-Items
request
SAP R/3
Spare part delivery Complaint
Complaint item
CRM Billing
Credit/debit request
Customer-specific actions
Task
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Sub-items y Sub-items are assigned to a superordinate item y Sub-items trigger follow-up documents: - SAP R/3 documents Return request Substitute delivery - CRM Billing documents Credit memo Debit memo y Sub-items can be created by actions triggered either manually or by the system, based on predefined planning and start conditions. Activities can be contacts or tasks. Task is 1003.
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Specific Complaint Functions
Complaint With or without reference to a product sold or a service performed Standard actions delivered: credit memo, debit memo, substitute delivery, return request Data that can be maintained:
Reference document
Business partner
Reference object
Product sold or service performed
Quantity
Complaint reason and description
SAP AG 2004
You can create complaints and returns directly from the items in a sales or service transaction. This simplifies the creation of complaints because all data (for example, partners, products, quantities and prices) is transferred from the line item. Complaints and returns processing is integrated with Action Management. You can define business specific actions (for example, credit or debit memos) that should be triggered by a complaint. Complaints enable follow-on processes, such as stock posting to be triggered automatically. Catalogs can be defined with damage codes, which speed the entry of complaints and enables statistical evaluation. Integration with SAP Business Information Warehouse enables you to create statistics for evaluation purposes (such as how many complaints reference a particular product). Users can follow the processing of complaints or returns using status, which gives them information at every step.
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Complaint and Return Functions
Reference Documents Reference Objects Warranty Determination Quantity Check Return Material Authorization
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Reference Documents y You can create a complaint/return with or without reference to a CRM document, for example, a sales order, service order, or billing document. y You can create a reference to any document residing in an integrated system, for example, billing or delivery documents in SAP R/3. y The selected items from the reference document are copied into the complaint/return document according to the defined copying rules. y You can add information to an existing complaint document by creating a reference to one or more documents. You can also create a reference on item level. Reference Objects y In complaints and returns, you can provide additional information about the product or service that is the subject of the complaint by creating a reference to objects from a header or item. y You can create a reference to products, installed bases (IBases) and their components, or individual objects. y Information about the relationship between a product and an IBase enables you, for example, to analyze complaints to identify problems that are dependent on the IBase in which a product is installed. Warranty Check y An automatic check determines whether a warranty exists for customer-specific objects. y You can use warranty information to make decisions about the subsequent actions that need to be taken. For example, you might want the system to automatically create a return item if a warranty exists.
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y The warranty check is based on: - Maintained warranty conditions for the individual object or installed base component - Manually maintained delivery date Quantity check y An automatic check prevents the entry of complaints for more products or services than have actually been sold to a customer. y For new complaint or return items, the system also displays the maximum quantity of a product or service that can be entered. y You can define whether the user should get an error or information message when increasing the maximum quantity displayed. y Prerequisite is a reference to a service order, sales order, or billing document. Return material authorization (RMA) y Each return process requires: - An authorization check for returning a sold product - A unique RMA number for the return delivery y Authorization checking is supported by a warranty check and a reference to an existing CRM sales order. y The unique CRM complaint/return number, which is also available in SAP R/3, supports the RMA number.
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Standard Actions Create return request An SAP R/3 return request is created for goods receipt processing.
Create spare part delivery An SAP R/3 delivery document is created and managed in the delivery list.
Create credit/debit memo request The credit/debit memo request is transferred to the CRM Billing credit/debit request is created. It appears in the billing list.
Create task A CRM task is created and appears in the task list of the responsible employee.
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Credit Memos and Debit Memos are created within CRM Billing. Both mass controlling and individual controlling scenarios are available for the service process (starting with SAP R/3 Release 4.6B). Only mass controlling is supported for the sales process. When credit memos are generated, the relevant controlling objects are created. y During mass controlling, the corresponding profitability segment is determined using the characteristics of the sales or service process. y During individual controlling, the corresponding internal order is determined using the characteristics of the service process. Returns Requests automatically create a return sales order within R/3. The number of the R/3 sales order and the number of the CRM return is the same. The goods receipt can be posted subsequently to this return order. In addition, when a returns request is created, accounts receivables are posted in the SAP R/3 FI component and the controlling object is also posted. Spare parts delivery automatically creates a sales order in the SAP R/3 SCM component to which a delivery and goods issue can be posted. The sales order contains the same number and item category as the complaint document in CRM. R/3 has two new document types, CRMC and CRMR, which correspond to transaction types in CRM.
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Returns Process Sub-items
CRM document
SAP R/3
Spare part delivery Return
Return item
CRM Billing
Credit/debit request
Customer-specific actions
Task
SAP AG 2004
The process begins when returned goods are received or a customer asks to return goods. The employee creates a return in the CRM system. This can be done with or without reference to an existing document. A returns item can be made by copying from the preceding document. Customer data is entered at the header and additional business partners are determined using partner determination. A returns order is generated in the R/3 system when a returns item is created in the CRM system. The number of the R/3 sales order and the number of the CRM return is the same. A goods receipt can be posted in SAP R/3 to this R/3 order. As with the complaint, an employee enters a reason from predefined codes. Activities can be triggered such as a credit memo, a spare parts delivery, or a customer-specific action. A credit memo transfers billing relevant items to CRM Billing. A spare part delivery sales order is created in the SAP R/3 SCM component if spare part delivery is chosen. Employees can also create tasks which may be assigned to another employee to complete.
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Specific Return Functions
Return With reference to a product sold Return item automatically triggers creation of return request in SAP R/3 SD Standard actions delivered: credit memo, debit memo, substitute deliveries Data that can be maintained:
Reference document
Business partner
Product sold
Quantity
Return reason
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Case Management: Topic Objectives At the conclusion of this topic, you will be able to: Explain the concept of mySAP CRM Case Management, which process complex and related problems or issues that extend beyond individual documents, transactions, or business partners Explain how cases enable you to consolidate and manage diverse information about a problem or issue in a central repository, and to track and analyze this information
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Case Management
Case Management
Provides a central repository for managing common information originating from multiple sources and channels
Enables global exchange of information by ensuring that all parties involved with a case have access to the same information simultaneously Supports the processing of linked cases together, thus allowing a high volume of data resulting in a lower cost per customer treatment
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To have a comprehensive and in-depth history of the case To efficiently identify and react to customer needs To build customer loyalty To provide your organization with greater visibility of case information resulting in an improved processing efficiency
Being an open solution, it supports the linking of objects from different applications, such as SAP CRM and SAP R/3, as well as objects from external applications
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Case Management in mySAP CRM Process case Create case
Create case hierarchy
22 33
11 Perform analysis of case
77
Create service confirmation
Perform billing
Close case
44
55
66 SAP AG 2004
The contact center agent processes several business transactions relating to a common issue. An alert informs the agent to create a case to manage all the information together. The case is assigned to a case processor. The case processor reviews the case history and assigns a team of people to work on the case by creating activities to be fulfilled by the team. Additionally, a case note is added instructing the team to link all electronic forms to the case. A security level of confidentiality is assigned to the case. While reviewing the case log, the case processor identifies another case related to the current case and links this case to the current case as a sub-case. The case processor creates a service confirmation to enter time and expenses associated with the case. The case processor closes the case after having ensured that all activities, linked business transactions, and sub-cases have been processed and closed. Billing of time and expenses for the case. Using predefined queries and reports, the service manager performs case analyses to maintain visibility of case processes within his or her reach of responsibility.
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Case Management Features I
The Case Management application enables case processors to effectively manage and monitor related business processes through: Selection of case types that control the user interface Powerful case search capabilities Management of activities directly from within the application Linking of business transactions Assignment of related business partners Linking of electronic office documents, SAP AG 2004
Selection of case types that control the user interface; additionally, there are industry specific user interfaces Powerful case search capabilities that support natural language text searches for case notes and content of linked documents Management of activities directly from within the application; these activities are assigned to a person responsible who might be a different person from the case processor Linking of business transactions – supports the linking of existing application-independent business transactions, such as a service order, to a case Assignment of related business partners – supports the linking of existing business partners to a case. Linked business partners to a case are persons responsible for the case processing and its related activities, as well as persons who are affected by the outcome of the case, such as an applicant, client, agent, and so on. Linking of electronic office documents, such as forms and policies, to a case from within the case; Content Management integration allows you to structure documents, link archived documents, send emails, and provide an audit trail through versioning of documents.
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Case Management Features II
Linking of products Maintaining an ongoing notes log Tracking of changes Authorizations Case-specific analytical information Alerts Scripting Case classification Copying of cases
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Linking of products – supports the linking of an existing Installed Base component, individual object, and product to the case Maintaining an ongoing notes log to capture case-relevant information; case notes are user, date, and time stamped and can be further specified through case note types Tracking of changes as part of the case history through visibility of an audit trail of changes applied to the case. The changes are user, date, and time stamped Authorizations restricting viewing and editing capabilities based on case types and case note types. In addition, it is possible to restrict user access to specific information within an authorized case type. Case-specific analytical information to support the visibility of case characteristics for ease of search, selection, and processing Alerts to support event-triggered alert mechanisms, such as overdue case tasks Scripting – intelligent guidance tool that provides case instructions for the less experienced user Case classification – enables the grouping of cases for search, reporting and analysis reasons by defining additional attributes that are saved with the case Copying of cases – creation of a new case by copying an existing case with the ability to predefine which data gets copied to the new case
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Complaints and Returns Customizing: Topic Objectives At the conclusion of this topic, you will be able to: Perform the customizing settings for complaints and returns Describe how to customize actions
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Complaints and Returns: Customizing
Standard transaction types: CRMC – Complaints CRMR – Returns TSC
– Sales Complaints
Standard item categories: COMP – Complaint G2N
– Credit Memo
L2N
– Debit Memo
TANN – Free of Charge Subsequent Delivery CRMR – Returns
Item category determination for sub-items
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The item category for the subitems is determined by the transaction type, the item category group (from the product master), the usage (from the action definition), and the main item category.
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Customizing Actions Action Action Profile Profile
You can set up actions in Customizing according to the demands of your company’s processes.
Action Action Schedule Condition fulfilled
Schedule Schedule Automatically Automatically
yes
active active
Action Action List List
Start Condition fulfilled
no inactive inactive
Processing Time F4 F4 (manually) (manually) Toolbar Toolbar (manually) (manually)
Actions can schedule and start follow-on processing steps, depending on transaction type and different schedule and start conditions.
z immediately z when saving z selection report
Processing Medium z Methods z Workflow z Smart Form
Action profiles control this process. SAP AG 2004
In Action customizing, you can do the following: y Create an action profile with action definitions y Define the attributes of the actions in the action definitions, such as the processing time or whether the action may be changed in the document y Define conditions (schedule and start conditions) for action types y Assign the action profile to the relevant transaction type and item category Action profiles COMPLAINT and COMPLAINT_ITEM are delivered by SAP. If they do not meet your requirements, you can define your own actions. COMPLAINT is assigned to transaction type CRMC for complaints, COMPLAINT_ITEM is assigned to item category COMP. A Wizard in Customizing helps you create action profiles and actions. You can define labels and icons for the pushbuttons for each action within an action profile. At this point, you can create pushbuttons only for actions to occur at the item level.
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Examples for Actions Action: Action: Quotation
Contract
Order
Condition: Condition:
Set quotation to be completed
Validity period expired
Create follow-up activity, e.g., phone call
Two weeks before contract end
Create follow-up contract
Target value reached
Send printed order confirmation
Order complete and without errors
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Actions use the Post Processing Framework (PPF), a Basis component, which can be automated with the initiation of outputs, follow-on documents or workflows. Using the Actions tab page within a business document, you can display a list of actions that can be included in the business transaction.
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Customizing Catalogs
Subject Profile The subject profile groups the catalog types and the valid code groups The subject profile contains the hierarchy of the assigned catalogs The subject profile is assigned to the transaction type
Subject Subject Return Return Reason Reason Cause Cause Task Task
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Steps for setting up catalog customizing: y Define the relevant catalog types y Define codes and code groups y Define the code group profiles y Define the subject profiles y Assign the subject profile to the transaction type y A defect class is assigned in Customizing for each code in code groups of the Damage/Reason catalog type. When defining a defect class, you decide whether or not a defect of this class will be flagged as a quality defect.
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Customizing for Billing
Billing types: G2
– Credit Memo
L2
– Debit Memo
Item categories for billing: G2N – Credit Memo Item L2N – Debit Memo Item
Item category determination
SAP AG 2004
A billing type specifies the characteristics and properties of a billing document (an invoice, credit memo or debit memo, for example). The billing type attributes determine how the system behaves during the billing process.
The item category determines the properties and characteristics of billing due list items and billing items (normal service items, and credit/debit memo items, for example). The item category attributes determine how the system behaves during Input Processing and Billing.
The Item Category Determination service is used to define the item category for CRM Billing from data on CRM business transactions. There are two possible ways of doing this: y You can assign the item category for CRM Billing to a specific combination of transaction type and an item category of the relevant CRM business transaction. y If the standard setting above is not sufficient for your business scenario, you can use Advanced Item Category determination to determine the item category for CRM Billing more flexibly.
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Complaints and Returns: Unit Summary You are now able to: Describe the options of complaints handling Describe the options of returns processing Perform the customizing settings for complaints and returns
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Exercises Unit:
Complaints and Returns
Topic:
Complaints and Returns Processing
At the conclusion of this exercise, you will be able to: • Create and process complaints documents • Create and process returns documents Customers are complaining about products and services they received from our company. You would like to create different business transactions to document complaints and trigger followup transactions. 1-1
To create a new complaint as follow-up document, refer to the created service order in the exercise Service Order Management- Service Quotation. 1-1-1 Create a new complaint. Choose Create. Choose the transaction type: Complaints. Enter the following data: Field Name or Data Type
Description or Value
Sold-To Party
##MEGASTORE
Description
Complaint ##
Priority
Very High
To confirm your entries, choose Enter. If you receive a pop-up with contact persons, please choose one.
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Enter the following data for the product: Field Name or Data Type
Description or Value
Product
R-1130
Quantity
1
To confirm your entries, select Enter. 2-1
Create sub item Return Request. Create a return request as sub-item using the action functionality on item level.
2-2
Create the sub item Credit Memo. Create a credit memo as sub-item using the action functionality on item level. Save your business transaction. Make a note of the business transaction number of your returns.
2-3
R/3 Integration 2-3-1 Create Returns Delivery. Enter the following data: Field Name or Data Type
Description or Value
Shipping Point
3800
Order
Business Transaction Number of your Complaint
Post the goods receipt. 2-3-2 Stock Overview Enter the following data: Field Name or Data Type
Description or Value
Material
R-1130
Plant
3800
Choose Execute. Mark with the cursor 3800 Atlanta and choose. Details. © SAP AG
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Under Stock Type, you see that the system has added your returns request. 2-4
Billing credit memo 2-4-1 Release List for Billing In order to bill your credit memo you have to use the billing engine application. Enter your transaction number of your complaint and choose Execute. Select the transaction number of your complaint and choose Release. 2-4-2 Maintain billing due list Enter the transaction number of your complaint and choose Execute. Select your transaction and choose Individual Billing. Choose Save.
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Solutions
2-1
Unit:
Complaints and Returns
Topic:
Complaints and Returns Processing
Create a Complaint. Log on to the Enterprise Portal with a user name (provided by your trainer). In the Top Level Navigation bar, choose Service & Support → Complaints. 1-1-1 Create a new complaint. Choose Create. Choose the transaction type: Complaints Enter the following data: Field Name or Data Type
Description or Value
Sold-To Party
##MEGASTORE
Description
Complaint ##
Priority
Very High
To confirm your entries, choose Enter. If you receive a pop-up with contact persons, please choose a contact person. If you receive an additional pop-up for the contact person address, please choose and address. In the Product tab, choose Add Entry. Enter the following data: Field Name or Data Type
Description or Value
Product
R-1130
Quantity
1
To confirm your entries, select Enter.
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2-1
Create a Return Request to send back the item. Create a return request as sub-item using the action functionality on item level. Go to the Scheduled Action tab on item level. Choose Add. Select Returns Request
2-2
Create a Credit Memo line item to refund the customer.. Create a credit memo as sub item using the action function on item level. Choose Scheduled Actions. Choose Add. Select Credit Memo Save.
2-3
When the customer returns the item, a returns delivery will be created. 2-3-1 Create Returns Delivery In the Top Level Navigation bar, choose R/3 Integration → Create Outbound Delivery. Even though the screen shows the Outbound Delivery header, the line item is created as a returned item. Enter the following data: Field Name or Data Type
Description or Value
Shipping Point
3800
Order
Business Transaction Number of your Complaint
Choose Enter. Choose Post goods issue. (which will do a post goods receipt).
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2-3-2 Stock Overview In the Top Level Navigation, choose R/3 Integration → Stock Overview R/3. Enter the following data: Field Name or Data Type
Description or Value
Material
R-1130
Plant Choose Execute.
3800
Double click on the line with plant 3800. Under Stock Type, you see the Returns line showing that the system has added your returns request. 2-4
Billing credit memo 2-4-1 Release List for Billing In order to bill your credit memo you have to use the billing engine application. Choose IDES →Billing In the Detailed Navigation Area, choose Release List for billing. In the dialog-box, select CRMB. Enter your transaction number of your complaint and choose Execute. Select the transaction number of your complaint and choose Release.
2-4-2 Maintain billing due list In the Top Level Navigation, choose IDES → Billing In the Detailed Navigation Area, choose Maintain billing due list. In the dialog-box, double click on CRMB. Enter the transaction number of your complaint and choose Execute. Select your transaction and choose Individual Billing. Choose Save.
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Solutions
3-1
Unit:
Complaints and Returns
Topic:
Complaints and Returns Processing
Create a Complaint. In your CRM system, use the menu path: SAP Menu → Service → Maintain Complaints and In-House Repairs 1-1-1 Create a new complaint. From the menu at the top of the screen, choose Business Transaction → Create. Choose the transaction type: Complaints Enter the following data: Field Name or Data Type
Description or Value
Sold-To Party
##MEGASTORE
Description
Complaint ##
Priority
Very High
To confirm your entries, choose Enter. If you receive a pop-up with contact persons, please choose a contact person. If you receive an additional pop-up for the contact person address, please choose and address. Enter the following data: Field Name or Data Type
Description or Value
Product
R-1130
Quantity
1
To confirm your entries, select Enter.
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2-1
Create a Return Request line item to send back the item. Create a return request as sub-item using the action functionality on item level. Choose the button Returns Request
2-2
Create a Credit Memo line item to refund the customer.. Create a credit memo as sub item using the action function on item level. Choose the button Credit Memo If you wish, you can view both of your newly created line items on the Item Details Screen. Save.
2-3
When the customer returns the item, a returns delivery will be created. 2-3-1 Create Returns Delivery Log onto the R/3 system using the user your instructor has given you. SAP Menu → Sales and Distribution → Shipping and Transportation → Outbound Delivery → Create Single Document with reference to sales order (VL01N) Even though the screen shows the Outbound Delivery header, the line item is created as a returns item. Enter the following data: Field Name or Data Type
Description or Value
Shipping Point
3800
Order
Business Transaction Number of your Complaint
Choose Enter. Choose Post goods issue. (which will do a post goods receipt).
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2-3-2
Stock Overview In the R/3 system, use the following menu path: SAP Menu → Materials Management→ Inventory Management → Environment → Stock → Stock Overview (MMBE) Enter the following data: Field Name or Data Type
Description or Value
Material
R-1130
Plant Choose Execute.
3800
Double click on the line with plant 3800. Under Stock Type, you see the Returns line showing that the system has added your returns request. 2-4
Billing credit memo 2-4-1 Release List for Billing In order to bill your credit memo you have to use the billing engine application in CRM.. In the CRM system, choose the menu path: SAP Menu→ Service → Billing → Release Billing Due List Enter your transaction number of your complaint and choose Execute. Select the transaction number of your complaint and choose Release.
2-4-2 Maintain billing due list In the CRM system, use the menu path: SAP Menu → Service → Billing → Maintain Billing Due List Enter the transaction number of your complaint and choose Execute. Select your transaction and choose Individual Billing. Choose Save.
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Exercises Unit: Case Management Topic: Create a Case At the conclusion of this exercise, you will be able to: • Create a Case • Create a Sub-Case A contact center agent processes several business transactions relating the component 3961. An alert informs the agent to create a case to manage all the information together. The case is assigned to a case processor. The case processor reviews the case history and assigns a team of people to work on the case by creating activities to be fulfilled by the team. Additionally, a case note is added instructing the team to link all electronic forms to the case. 1-1
Log on to the Enterprise Portal.
2-1
Create a case of the type Incident Tracking to track all the incidents that are occurring. Enter the following information in your case: Field Name or Data Type
Description or Value
Description
## Megastore_Case
Priority
Very high
Processor
400440 (Lou Windham)
2-1-1 Save the Case 3-1
Now you want to enter the case details. 3-1-1
Create a Case note with the text type Description and the language English..
3-1-2
Add the Business Partner ##Megastore to the case.
3-1-3
Maintain the reason why you linked this BP.
3-1-4 Add the installed base component 3961.
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4-1 Create a new activity for this case. 4-1-1 Create an activity of the type Contact. Use the following information: Field Name or Data Type
Description or Value
Start Date and Time
Today at 10:00
End Date and Time
Today at 11:00
Activity Partner
##Megastore
Description
Discuss issues with components
Priority
High
4-1-2 Attach a relevant document to the case. Browse for one you like. 4-1-3 Add an existing Service Process to the case. 4-1-4 Save the Case. 4-2 Since the issues are more widespread than immediately thought, you will want to create a new case to hold information on the case you just created as well as other future cases that undoubtedly will occur. 4-2-1 Create a new case called ##Umbrella Case with Lou Windham as the processor. 4-2-2 Add your previously created case as a subcase. 4-2-3 Save your new case.
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Solution Chapter: Case Management Topic: Case
The contact center agent processes several business transactions relating the component 3961. An alert informs the agent to create a case to manage all the information together. The case is assigned to a case processor. The case processor reviews the case history and assigns a team of people to work on the case by creating activities to be fulfilled by the team. Additionally, a case note is added instructing the team to link all electronic forms to the case. 1-1 Log on to the Enterprise Portal with the user name provided by your trainer. 2-1 Create a case of the type Incident Tracking to track all the incidents that are occurring. Navigate to Service & Support → Case Management. Choose Create. When the pop-up appears, choose Incident Tracking. Enter the following information for your case: Field Name or Data Entry
Description
Header
## Megastore_Case
Priority
Very high
Processor
400440 (Lou Windham)
Enter to confirm the data 2-1-1 Save the Case. 3-1 Now you want to enter the case details. 3-1-1 Create a case note to record information about the case Case Notes tab. Use the following settings in the drop down boxes: Field Name or Data Entry
Description
Text type
Description
Language
English
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Enter whatever text you would like in the text box. 3-1-2 Add the Business Partner ##Megastore. to the case. Business Partner tab Add Entry Use the dropdown in the Business partner field to search for ##Megastore .Choose the business partner number for ##Megastore. Enter 3-1-3 Maintain the reason why you linked this BP. Enter a reason in the Link Reason field on the Business Partner tab 3-1-4
Add the Installed Base Component 3961. Products tab Add Entry
4-1
Field Name or Data Entry
Description
Component
3961
Link Reason
Repeated breakdowns
Create a new activity for this case. 4-1-1 Go to the Activities tab to create a new activity. Choose Create Select the activity type Contact Enter the following activity data:. Field Name or Data Entry
Description
Start Date and Time
Today at 10:00
End Date and Time
Today at 11:00
Activity Partner
##Megastore
Description
Discuss Issues with components
Priority
High Enter
4-1-2 Attach a relevant document to the case. Documents tab © SAP AG
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Choose Add Choose Browse to look for a document Choose any document you like and give it a name. Choose Add Document. 4-1-3 Add a Service Process to the case. Go to the Linked Objects tab Here you can see all the previously linked objects as well as categories for objects that can be added. Find the entry for Service Order (It will be located under Business Transaction and Service Process.) Highlight the entry Service Order. Choose Add Object Enter a service process number or choose the dropdown search on the Object Key field to search for a service process. Your selected order appears in the Linked Objects field under Service Order. 4-1-4 Save the Case. 4-2
Since the issues are more widespread than immediately thought, you will want to create a new case to hold information on the case you just created as well as other future cases that undoubtedly will occur. 4-2-1 Create a new case Choose Create Choose Incident Tracking Field Name or Data Entry
Description
Header
##Umbrella Case
Processor
400440 (Lou Windham)
Enter 4-2-2 Add your previously created case as a subcase. Go to the Hierarchy tab Add Entry Choose the dropdown search on the Case ID field. Search All Cases Go © SAP AG
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Choose your case. See how it appears as a subitem. 4-2-3 Save your new case..
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In-House Repair
Day 1
Day 2
1.
Overview of CRM Service
4.
Planned Services
2.
Installed Base; Individual Object
5.
Service Order Management
3.
Service Contract & Entitlement
Day 3 6.
Complaints and Returns
7.
In-House Repair
8.
Enterprise Intelligence
9.
E-Service
10. Service Analytics SAP AG 2004
© SAP AG
Appendix
CR700
7-1
In-House Repair
In-House Repair Processing In-House Repair Customizing
SAP AG 2004
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In-House Repair: Unit Objectives At the conclusion of this unit, you will be able to: Describe the options of In-House Repair handling Perform the customizing settings for In-House Repair
SAP AG 2004
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In-House Repair: Business Scenario Manage the whole in-house repair process – from creation to cash: Order Management - create in-house repair orders, check whether warranty exists, define repair steps and assign an existing service contract. Engagement Management – plan repair costs, manage quotation, record time and spare parts used, and bill the client. Logistics Integration – monitor and check availability of required service parts, delivered products to be repaired, and delivered temporary replacements. Controlling Integration – plan repair costs and analyze costs and revenues resulting from the repair. Escalation Management – monitor and escalate existing in-house repair orders based on relevant service level agreements. SAP AG 2004
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In-House Repair
Enter repair request
Send in defective product
Plan repair steps 2
3 Create service quotation
1 Analyze defect reasons
8
4
Create invoice
Perform confirmation
Return repaired product
5 7
6
SAP AG 2004
The customer calls the service organization to request a repair. The agent enters the repair request. The system checks whether a warranty exists. The customer sends in the product using the given return material authorization number. A service representative performs the technical analysis and enters the inspection result (causes, tasks, etc.). He decides what action should be taken based on the inspection result. The system calculates the price for the planned repair and required spare parts, according to the price agreements in the service contract, and the warranty costs. The agent generates a service quotation. The customer accepts the quotation. The service representative repairs the product and confirms his working times and materials used. He also documents the inspection results. The service representative returns the repaired product to the customer. The service representative triggers customer billing, based on the confirmed time and spare parts used, and in accordance with existing warranties and specific price agreements. Using predefined queries and reports, the service manager analyzes the most important defect reasons.
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In-House Repair: Order Structure The In-House repair order is a document that covers all relevant data for the whole in-house repair process, starting from a repair request for a defect product or equipment for a customer planning of required repair steps and spare parts all required follow-up steps (scrapping, return request, loaner management)
In-House Repair Header Main-Item Sub-Item
SAP AG 2004
Header Data y Information that is valid for the in-house repair order as a whole (for example, in-house repair order number, status, description, priority, Sold-to Party)
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In-House Repair SAP R/3
Sub-Items Main-Items
In-House Repair Order
Repair Request Item
Sales Order
Return Request
Return item (Inbound)
Return repaired product request
Return repaired product item (Outbound)
Loan device request
Loan device Item (Outbound)
Loan device request
Loan device item (Inbound)
Scrapping
Goods issue
Repair RepairSteps Steps
Repair Steps
Spare SpareParts Parts
Spare Parts
Resource Planning
Reservation
SAP AG 2004
Main Item Data y Contains information that is valid for specific in-house repair order item only (for example, the product to be repaired, quantity, status, defect description, subject codes, counter reading ...)
Sub-item Data y Contains information that is valid for the superior main item only (for example, required repair steps, required service parts, delivery requests for loaner issues, scrapping, …) y Sub-items can be created by triggering actions manually or by the system
Activities can be contacts or tasks. Task is 1003.
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In-House Repair: Item Hierarchy
Enables items within the service order, in-House repair order and service confirmation to be structured in the form of a hierarchy Used to show, for example, that certain spare parts belong to a service or that a service consists of several individual services items
SAP AG 2004
When you create a service order, you link the individual items to form a hierarchy by entering the number of the superior item in the field Higher-Level Item. As soon as you have maintained an higherlevel item, an additional tab Item Hierarchy is displayed, where the item hierarchy is represented graphically. When values from sub-items are cumulated, this value is assigned to the higher-level item Group conditions can be defined for pricing. They define whether the system should calculate data for pricing from more than one document item. Pricing conditions can either be duplicated in all assigned sub-items or applied to the cumulated value of all assigned sub-items.
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In-House Repair: Request
The customer reports (for example, to the Call Center) one or more defect products. He wants to return the defect products within the context of a service (for example, maintenance for monitors). The agent enters the relevant information at header and main item level
Business Partner Data
Reference Object
Product, quantity and defect description
CRM In-House Repair
SAP R/3
Main-Item Repair Request
Sales Order Return Request
Return Item (Inbound)
SAP AG 2004
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In-House Repair: Goods Receipt
The customer records the RMA number on the delivery note. When the returns arrived, the warehouse clerk
searches for the correct R/3 sales order,
creates the return delivery and
post the goods receipt.
The quantity is posted into the order-specific stock, that the same repaired product can be returned. CRM
SAP R/3 In-House Repair
Sales Order Return Item
Main-Item Repair Request Return Request
Delivery Goods Receipt
SAP AG 2004
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In-House Repair: Diagnostic CRM
SAP R/3
In-House Repair
Sales Order Repair Pos1 Request
Return Item
Return Request Diagnostic
The sub-item Diagnostic shows that the defects of the receipt goods should be analyzed.
Inspection result recording Repair step 1
This sub-item is a service item represented by a service product (assigned in customizing).
Repair step 2
Repair step planning Spare Part 1
SAP AG 2004
To record the result of the analysis you can y Select the correct cause codes from a predefined damage /cause group. - Codes can be entered both at header and item level to describe or categorize the service order subject, such as: Description (of problem, error, damage, ...) Cause (of problem, ...) Reason (for damage, rejection, complaint, inquiry, ...) Location (of damage, …) Codes, Catalogs and Profiles can be maintained in Customizing BW analyses could be defined based on the codes entered in the service order y Enter the inspection results in a predefined and assigned inspection report. y Plan the required repair steps and required spare parts (Repair Step Planning). y Document usage decisions (scrapping, repair).
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In-House Repair: Repair Step Planning
Service Contract Determination The system automatically checks for each repair step and spare part item whether service contracts exists for the customer.
Diagnostic Repair step 1 Repair step 2
Repair step planning Spare Part 1
SAP AG 2004
Relevant service contract information is visible from in-house repair order item referring to service contract. Pricing The system determines the prices for each repair item. The different factors influencing pricing can include: y Spare parts and services included in the warranty y Customer-specific prices (discount) y Service contract-specific price agreements
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In-House Repair: Quotation
All pricing-relevant service items and spare part items get the status Quotation. Quotations provide customers with information regarding prices and terms of delivery before the actual in-house repair order items are created
In-House Repair Order
Step 1: Create an in-house repair order with initial status Quotation
Dismantle
Item Cat.
Status
SRVQ
Quotation Quotation accepted
Step 2: Convert to status Filter
Item Cat.
Status
SRPQ
Quotation Quotation accepted
Result: One single document SAP AG 2004
Accept quotation items: The status of quotation items can be converted from Quotation → Quotation accepted. The service representative can start the repair. Decline quotation items: The status of quotation items can be converted from Quotation → Quotation declined. The system should y Create the outbound delivery to return the not repaired product y Cancel the created spare part reservation in R/3
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In-House Repair: Confirmation
The confirmation is a follow-up document for the in-house repair order. The service representative confirms
The time he spent for each planned and unplanned repair step
The spare parts he used to repair the product (planned and unplanned spare parts)
In-House Repair Order In-House Repair
Repair Request
Service Confirmation
Return Request Diagnostic
Diagnostic Repair step 1 Repair step 2
Repair step 2 Spare Part 1
Spare Part 1
SAP AG 2004
The service representative can differentiate between y Normal working hours and overtime (valuation type) y Experienced and not experienced working time (service type) y Warranty or free of charge items (accounting indicator) Spare part items: y The system determines the correct in-house repair storage location. y Each spare part item updates the determined in-house repair stock and the existing reservation. Repair step items: y Each time confirmation updates the Cross Application Time Sheet (CATS) in R/3 and at least the assigned controlling object.
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In-House Repair: Delivery of Repaired Product
The sub-item Return repaired product documents that the repaired product can be returned to the customer. After saving the In-house repair order, this item is replicated into a sales order item in R\3, where the outbound delivery process can start. (Outbound delivery, packaging, goods issue, ...) CRM In-House Repair Order In-House Repair
Repair Request
SAP R\3 Sales Order
Return Request
Return Request
Diagnostic Repair step 1 Repair step 2 Spare Part 1 Return Repaired Product
Return Repaired Product
SAP AG 2004
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In-House Repair: SAP R/3 Relevant Actions
Create Send in Repairs
SAP R/3 return request is created for goods receipt processing.
Create Repaired goods delivery
A SAP R/3 delivery document is created and managed in the delivery list to return the repaired product to the customer.
Create Replacement (Loan Device Delivery)
A SAP R/3 delivery document is created and managed in the delivery list to send a loan device to the customer.
Create Temporary Replacement Collection (Loan Device Pick-Up)
A SAP R/3 delivery document is created and managed in the delivery list to pick up the loan device from the customer.
Create Scrapping
A SAP R/3 goods issue is triggered to update the in-house repair order stock.
SAP AG 2004
Actions y Flexible definition of actions (standard and customer-specific actions) y Representation of recurring process steps y Assignment of actions at header, item or sub-item level y Standard actions are used to create sub-items y Two types of sub-item exist: - R/3 relevant sub-items Create an R/3 document Trigger follow-up processes like inbound delivery processing or outbound delivery processing - CRM relevant sub-items Can be used for additional CRM processes like resource planning or confirmations y Manually triggered by user OR automatically triggered by planning and start conditions
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In-House Repair: Basic Functions
Reference Objects Contract determination Warranty determination Return Material Authorization
SAP AG 2004
Reference Objects y You can provide additional information about the product that is the subject of the repair by entering a reference to objects. y The reference object can also be assigned at header level of the in-house repair order. y Information about the relationship between a product and an IBase enables you, for example, to analyze In-house repair orders to identify problems that depend on the IBase in which a product is installed. Contract determination y Automatic check for valid service contracts from in-house repair order processing, based on - Business partner, validity period, object list - Product list and value/quantity limits y A service contract assignment affects the calculation of the delivery dates based on agreed SLA and In-house repair order pricing. Warranty determination y An automatic check determines whether a warranty exists for the customer-specific objects y This information can be used to make decisions which subsequent actions have to be taken. For example, if a warranty exists, the system should not create any invoices for the repair. y The warranty check is based on - Maintained warranty conditions for the individual object or installed base component - Manually maintained reference date y If a warranty exists, the system will copy the warranty data into all sub-items. Return Material Authorization
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y The unique CRM in-house repair order number, which is also available in the R/3 system, supports the unique RMA number y The customer receives an Return Material Authorization number, which is used to uniquely identify the shipment.
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In-House Repair: Additional Functionality
Amount Allocation Counters Qualifications Templates Product Proposal
SAP AG 2004
Amount Allocation y You can use amount allocation to allocate the value of a billing document, or the value of individual items in a service order to several invoice recipients or payers. You can make this allocation in the order or in the confirmation, or in the amount allocation document itself, whereby allocation to the respective follow-up document is copied as a default value but can still be changed. Counters Qualifications Templates y Templates are predefined repair steps (services and spare parts, including default quantities). y Templates can be selected as sub-items during in-house repair order creation. Product Proposal y Product proposals can be generated and selected as sub-items during in-house repair order creation. y The system determines the assigned services based on the product to be repaired, and offers a list where the user can select the required repair steps.
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In-House Repair: Logistics Integration
Availability Information R/3 Reservation Update Reservation and Spare Part Stock Integration of Loan Device Processing
SAP AG 2004
Availability Information y The user can see ATP information for all selected spare part items against SAP R/3. y The delivers the available quantity and earliest availability date. This information is based on the SAP R/3 settings. y After saving the In-house repair order, the ATP information is deleted. y The relevant ATP plant for In-house repair orders is defined in Customizing. Reservation y After saving the In-house repair order, the system creates an SAP R/3 reservation in the In-house repair service plant for all spare part items. y These demands can now trigger the purchasing processing. y A spare part confirmation updates the existing reservation and stock in SAP R/3. Loan Device Handling y For each repair item, you have the option of sending a loan device to your customer, thereby bridging long repair times. The repair order manages the loan devices.
Delivery-relevant Sub-items y All delivery-relevant sub-items are replicated into SAP R/3 sales order items. A delivery is created for each item and the goods receipt for inbound deliveries and a good issue for outbound deliveries is posted. For example y “Send in product to repair” y “Return repaired product”
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y „Loan device delivery / Loan device pick up“
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In-House Repair: Customizing
Standard transaction types:
REPA – In-House Repair
Standard item categories:
RREQ – Repair Request
Item category determination for sub-items
RSUB – Send in Repair (Inbound)
RRET – Delivery Repair (Outbound)
DGNS – Diagnosis
LOAN – Send Replacement (Outbound)
LRET – Replacement (Inbound)
SCRP – Scrapping
SRVP – Repair Step
SRVM – Spare Part
SAP AG 2004
The item category for the subitems is determined by the transaction type, the item category group (from the product master), the usage (from the action definition), and the main item category.
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In-House Repair: Unit Summary
You are now able to: Describe the options of In-House Repair handling Perform the customizing settings for In-House Repair
SAP AG 2004
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Exercises Unit:
In-House Repair
Topic:
In-House Repair
At the conclusion of this exercise, you will be able to: •
Create and maintain In-House Repair documents
In-House Repair, processing provides you with a wide range of functions for managing all the necessary activities, which repairing goods for a customer entails, from registering the repair request from the customer through to billing the customer for the services performed. The process is fully integrated into R/3 logistics. In this exercise, the service department receives a repair request from a customer. The customer sends a notebook with bad display to the service department for repair. After the product sent in for repair is received, a service technician performs a technical analysis and enters the inspection result. The service technician plans the necessary repair services and spare parts. After completion of the repair, the technician reports working time and material used. The repaired product is returned to the customer and a return delivery of the loan devices is triggered.
1-1
The following process flow will give you an overview of all possible process steps that can be performed. •
Order: Repair request and send in repair
•
Logistic: Return for repair
•
Order: Technical analysis and subsequent actions (repair and
•
Logistic: Loan device delivery
•
Repair completion confirmation
•
Order: Return delivery for the repair
•
Logistic: Return delivery for the repair
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temporary replacement)
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1-2
Order: Repair request and send in repairs The customer informs you that he has a notebook with bad display (horizontal lines in the display) that he would like you to repair. You record the details of the customer's repair request (reference object; kind of damage) as the main item in a repair order. You create a return item which shows that an inbound delivery is expected for the notebook. The unique RMA number (Return Material Authorization) is made up of the unique number of the In-House repair order and the item number of the returns item. The customer uses the RMA number to send the defective product in for repair. 1-2-1 Create In-House Repair document of type SAP Repairs. Enter the following data: Field Name or Data Type
Description
Sold-To Party
##MEGASTORE
Description
In-House Repair ##
Priority
Very High
Enter the product HT-1011 with quantity 1 If the system proposes the assignment of a service contract, choose No assignment. Enter Component 3305 as a reference object. Do not assign a contract. The system informs you if the object is under warranty. Look in the message list. Enter the reason for the complaint: Field Name or Data Type
Description
Reason for Complaint
Malfunction in LCD display
1-2-2 Creation of Send in Repair Creates a sub item of category Return for repair for the main repair item. The return item shows that an inbound delivery is expected for the upper-level item. Release all service items. Choose Save. Make a note of the transaction number. _______________________________
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1-3
Logistics: Return for repair The notebook arrives at your service plant. You post goods receipt. It is posted under repair order stock. 1-3-1 Post Goods receipt Create an outbound delivery. (Even though this is shown as an outbound delivery, the item will be handled as an inbound item). Enter the following data and post goods issue (which will actually create a goods receipt): Field Name or Data Type
Description
Shipping point
3800
Selection data
Today’s date
Order
Your transaction number
1-3-2 Check stock. Use the stock overview transaction to check that your customer’s material is showing as received in the system. Enter the following data and select Execute. Field Name or Data Type
Description
Material
HT-1011
Plant
3800
Select Sales order stock. The stock for the product sent in for repair is order specific. 1-4
Order: Technical analysis and subsequent actions (repair and temporary replacement) After the notebook sent in for repair is received, a service representative performs a technical analysis and enters the inspection results. He decides what actions need to be taken to fulfill the customer's repair request. The actions, which need to be taken as a result of the technical check, are recorded as subitems of the diagnosis item. Possible actions include: Perform repairs Scrap the goods Send temporary replacement
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In our example, the technicians decide to perform the repair using a service and a spare part. 1-4-1 Create Diagnosis Item Open your repair order to add the diagnosis item. Choose Change if you are in a display mode. Create a sub item of category Diagnosis for the main repair item. The diagnosis item shows that a diagnosis is necessary. 1-4-2 Create Repair Steps for the diagnosis item Create sub items for the diagnosis item using action functionality. Mark the repair item line enter the following data: Field Name or Data Type
Description
Product
SRV2_9
The system proposes the item being repaired as the material. Since we will be using a spare part in our repair, replace the material HT-1011 with the following information: Field Name or Data Type
Description
Product
HT-1069
Quantity
1
To confirm your entries, select Enter. Release the line items. Release the transaction on the header level. Choose Save. 1-5
Repair completion confirmation After completion of the repair, the service technician reports working time and material used. 1-5-1 Create the confirmation as a follow up transaction from your repair order. Copy all the line items into the confirmation. Change the service technician assignment. Enter the following data: Field Name or Data Type
© SAP AG
Description CR700
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Service Employee
Windham
Select Enter to confirm.
Switch to the Services view. Enter the following duration data: Product
Actual Duration
SRV_DIAGNOSIS
20 MIN
SRV2_9
60 MIN
Change the confirmation’s status to complete. Choose Save.
1-6
Order: Return delivery for the repair You create a new item to trigger the return delivery of the repaired notebook. 1-6-1 Open your in-house repair order.. Choose Change if you are in a display mode. Create a delivery repair line by triggering the action from the return for repair line item. The system will create a new item line that triggers the return delivery of the repaired notebook. Release the line items. Choose Save.
1-7
Logistics: Return delivery for the repair The notebook is returned to the customer. When you post goods issue for the delivery, stock adjusts accordingly. 1-7-1 Create an outbound delivery.. Enter the following data: Field Name or Data Type
Description
Shipping point
3800
Selection data
Today’s date
Order
Your transaction number
Choose Enter. © SAP AG
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Choose Subsequent Functions → Create Transfer Order. In the dialog box, choose Yes.
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Enter the following data: Field Name or Data Type
Description
Warehouse Number
038
Delivery
default proposal
Foreground/Backgrnd
System Guided
Adopt pick quantity
2
Choose Enter. Save. 1-7-2 Stock Overview View the stock levels with the stock overview transaction. Enter the following data: Field Name or Data Type
Description
Material
HT-1011
Plant
3800
Choose Execute (F8). The sales order stock for the In-House-repair has been reduced accordingly. Depending on the initial stock situation in the demo system, it might be that no sales order stock appears at all.
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In-House Repair
1-1
Unit:
In-House Repair
Topic:
In-House Repair
Solutions
The following process flow will give you an overview over all possible process steps which can be performed. Process Flow
1-2
•
Order: Repair request and send in repair
•
Logistic: Return for repair
•
Order: Technical analysis and subsequent actions (repair and temporary replacement)
•
Logistic: Loan device delivery
•
Repair completion confirmation
•
Order: Return delivery for the repair
•
Logistic: Return delivery for the repair
Order: Repair request and send in repairs The customer informs you that he has a notebook with bad display (horizontal lines in the display) that he would like you to repair. You record the details of the customer's repair request (reference object; kind of damage) as the main item in a repair order. You create a return item which shows that an inbound delivery is expected for the notebook. The unique RMA number (Return Material Authorization) is made up of the unique number of the In-house repair order and the item number of the returns item. The customer uses the RMA number to send the defective product in for repair.
1-2-1 Create In-House Repair document of type SAP Repairs. Log on to the Enterprise Portal Navigate to Service & Support → In-House Repair Orders Choose Create. Choose SAP Repairs.
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Enter the following data: Field Name or Data Type
Description
Sold-To Party
##MEGASTORE
Description
In-House Repair ##
Priority
Very High
To confirm your entries, choose Enter. In the Product tab, choose Add Entry. Enter the product HT-1011 with quantity 1. To confirm your entries, choose Enter. If the system proposes the assignment of a service contract, choose No assignment. Stay on the Products tab. Choose the Reference Objects tab for the item level. Choose Add Entry. Enter the following data: Field Name or Data Type Component
Description 3305
Choose Enter to confirm your entries. If the system proposes the assignment of a service contract, choose No assignment. The system informs you if the object is under warranty. Choose Technical Analysis for the item level. On the Technical Analysis tab , use the drop down box to choose Reason for Complaint.. Choose a reason, such as : Malfunction in LCD display 1-2-2
Create a line item to send in the repair. Go to the Scheduled Actions tab on item level. Add an entry. You will receive a pop-up. Choose action Send in Repairs. The system creates a sub item of category Return for repair for the main repair item. The return item shows that an inbound delivery is expected for the higher-level item. Release all service items by choosing Expand and then Release Items. Save.
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Note the transaction number. _______________________________
1-3
Logistics: Return for Repair The notebook arrives at your service plant. You post goods receipt. It is posted under repair order stock. 1-3-1 Post Goods receipt Navigate to R/3 Integration → Create Outbound Delivery. Enter the following data: Field Name or Data Type
Description
Shipping point
3800
Selection data
Today’s date
Order
Noted transaction number
Enter.
It might happen that the repair order is still blocked for a moment. In this case choose Create Outbound Delivery again until the order is released. Choose Post Goods Issue. 1-3-2 Check stock. Navigate to R/3 Integration → Stock Overview R/3. Enter the following data: Field Name or Data Type
Description
Material
HT-1011
Plant
3800
Choose Execute (F8). Double click on the line Sales order stock The stock for the product sent in for repair is order specific. Close the window after viewing the information. © SAP AG
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1-4
Order: Technical analysis and subsequent actions (repair and temporary replacement) After the notebook sent in for repair is received, a service representative performs a technical analysis and enters the inspection results. He decide what actions need to be taken to fulfil the customer's repair request. The actions, which need to be taken as a result of the technical check, are recorded as subitems of the diagnosis item. Possible actions include: •
Perform repairs
•
Scrap the goods
•
Send temporary replacement
In our example, the technician decides to perform the repair using a service and a spare part. 1-4-1 Create a Diagnosis Item Navigate to Service & Support → In-House-Repair Orders Enter the transaction number of the repair order and choose Go. Choose Change if you are in a display mode. Choose Scheduled Actions for the main line item . Choose Add. Choose Diagnosis The system creates a diagnosis line item. 1-4-2 Create Repair Steps. Mark the Diagnosis line item and choose Scheduled Actions on the line item level. Choose Add. Choose Repairs + Spare Parts. The system creates two new line items (Repairs and SAP Service Material Item). Enter the following data for the repair line item.
© SAP AG
Field Name or Data Type
Description
Product
SRV2_9
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The system proposes the item being repaired as the material. Since we will be using a spare part in our repair, replace the material HT-1011 with the following information: Field Name or Data Type
Description
Product
HT-1069
Quantity
1
To confirm your entries, select Enter. Choose Expand. Choose Release items. Choose Release ( = release on header level). Choose Save. 1-5
Repair completion confirmation After completion of the repair, the service technician reports working time and material used. 1-5-1 Navigate to Service & Support → In-House Repair Orders Enter the transaction number of the repair order and choose Go. Choose Change if you are in a display mode. Choose Expand. Choose Create Confirmation. Choose Confirmation. In the dialog box, choose Save. The system opens a new window for the confirmation. Choose Copy All Change the service technician assignment. Enter the following data: Field Name or Data Type
Description
Service Employee
Windham
Select Enter to confirm. Choose the Products tab.
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Use the dropdown box to switch to the Services view: Enter the following duration data: Product Actual Duration SRV_DIAGNOSIS
20 MIN
SRV2_9
60 MIN
Choose Expand. Choose Complete items. Choose Save.
1-6
Order: Return delivery for the repair You create a new item to trigger the return delivery of the repaired notebook. 1-6-1 Navigate to Service & Support → In-House Repair Orders Enter the transaction number of the repair order and choose Go. Choose Change if you are in a display mode. Please delete flag Sel for the main item (1000) before processing the next step. Choose the Return for Repair item line and choose Scheduled Actions for the line item. Choose Add. Choose action Delivery: Repair. The system creates a new item line that triggers the return delivery of the repaired notebook. Choose Expand. Choose Release items. Choose Save.
1-7
Logistics: Return delivery for the repair The notebook is returned to the customer. When you post goods issue for the delivery, stock is adjusted accordingly.
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1-7-1 Navigate to R/3 Integration → Create Outbound Delivery. Enter the following data: Field Name or Data Type
Description
Shipping point
3800
Selection data
Today’s date
Order
Your transaction number
Choose Enter. Choose Subsequent Functions → Create Transfer Order. In the dialog box, choose Yes. Enter the following data: Field Name or Data Type
Description
Warehouse Number
038
Delivery
default proposal
Foreground/Backgrnd
System Guided
Adopt pick quantity
2
Choose Enter. Save. 1-7-2 Stock Overview Navigate to R/3 Integration → Stock Overview R/3. Enter the following data: Field Name or Data Type
Description
Material
HT-1011
Plant
3800
Choose Execute (F8) The sales order stock for the In-House-repair has been reduced accordingly. Depending on the initial stock situation in the demo system, it might be that no sales order stock appears at all.
© SAP AG
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© SAP AG
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Solutions
1-1
Unit:
In-House Repair
Topic:
In-House Repair
The following process flow will give you an overview over process steps which can be performed. Process Flow
1-2
•
Order: Repair request and send in repair
•
Logistic: Return for repair
•
Order: Technical analysis and subsequent actions (repair and temporary replacement)
•
Logistic: Loan device delivery
•
Repair completion confirmation
•
Order: Return delivery for the repair
•
Logistic: Return delivery for the repair
Order: Repair request and send in repairs The customer informs you that he has a notebook with bad display (horizontal lines in the display) that he would like you to repair. You record the details of the customer's repair request (reference object; kind of damage) as the main item in a repair order. You create a return item which shows that an inbound delivery is expected for the notebook. The unique RMA number (Return Material Authorization) is made up of the unique number of the In-house repair order and the item number of the returns item. The customer uses the RMA number to send the defective product in for repair. 1-2-1
Create In-House Repair document of type SAP Repairs. Log on to the CRM system. SAP Menu → Service → Maintain Complaints and In-House Repairs From the menu: Business Transaction → Create. Choose Complaints → SAP Repairs. Enter the following data: Field Name or Data Type
Description
Sold-To Party
##MEGASTORE
Description
In-House Repair ##
Priority
Very High
To confirm your entries, choose Enter. © SAP AG
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Enter the product the customer wishes to return: Field Name or Data Type
Description
Product
HT-1011
Quantity
1
To confirm your entries, choose Enter. If the system proposes the assignment of a service contract, choose No assignment. Enter the following component information: Field Name or Data Type
Description
Component
3305
Choose Enter to confirm your entries. If the system proposes the assignment of a service contract, choose No assignment. The system informs you if the object is under warranty. Enter a reason for the complaint; use the drop down box to choose a reason. Choose a reason, such as Malfunction in LCD display 1-2-2
Create a line item to send in the repair. Choose button Send in Repairs. The system creates a sub item of category Return for repair for the main repair item. The return item shows that an inbound delivery is expected for the higher-level item. Release all service items by choosing Release Items. Save. Note the transaction number.
_______________________________ 1-3
Logistics: Return for Repair The notebook arrives at your service plant. You post goods receipt. It is posted under repair order stock. 1-3-1
Post Goods receipt Log on to the R/3 system. Use the following menu path in the R/3 system: SAP Menu → Logistics → Sales and Distribution → Shipping and Transportation → Outbound Delivery→ Create → Single Document→ With reference to Sales Order (VL01N). Enter the following data: Field Name or Data Type
© SAP AG
Description
Shipping point
3800
Selection data
Today’s date
Order
Noted transaction number CR700
7-40
Delivery Type
LR (Returns delivery)
Enter. Choose Post Goods Receipt.
1-3-2
Check stock.
Use the following R/3 Menu path: SAP Menu → Logistics → Materials Management → Inventory Management → Environment → Stock → Stock Overview (MMBE) Enter the following data: Field Name or Data Type
Description
Material
HT-1011
Plant
3800
Choose Execute (F8). Double click on the line Sales order stock The stock for the product sent in for repair is order specific. Close the window after viewing the information.
© SAP AG
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1-4
Order: Technical analysis and subsequent actions (repair and temporary replacement) After the notebook sent in for repair is received, a service representative performs a technical analysis and enters the inspection results. He decides what actions need to be taken to fulfil the customer's repair request. The actions, which need to be taken as a result of the technical check, are recorded as sub-items of the diagnosis item. Possible actions include: •
Perform repairs
•
Scrap the goods
•
Send temporary replacement
In our example, the technician decides to perform the repair using a service and a spare part. 1-4-1
Create a Diagnosis Item Open your In-house Repair order. In the CRM system, use the following menu path: SAP Menu → Service → Maintain Complaints and In-House-Repairs Choose icon Open Business Transaction Enter your transaction number and press Enter. Choose Change if you are in a display mode. Choose button Diagnosis. The system creates a diagnosis line item. Take a look at the item details (e.g. Validation Report tab)
1-4-2
Create Repair Steps. Use the Actions icon Parts (1200).
(Toolbox) at the top of the screen and choose Repairs + Spare
The system proposes service and spare part products (relationships of HT-1011) First choose service SRV2_9 and choose Enter. Then choose spare part HT-1069 and choose Enter. Return to the Fast Entry Screen. Choose Release items. Use the Dropdown to change the status In Process to Released Choose Save.
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1-5
Repair completion confirmation After completion of the repair, the service technician reports working time and material used. 1-5-1
In your SAP Repair Order, choose Create Follow-Up Transaction Service Confirmation → Confirmation The system displays several items but only the diagnosis, the service and the spare part item are confirmation relevant. Check and Copy these three items to the confirmation. Choose Fast Entry. Change the service technician assignment. Enter the following data: Field Name or Data Type
Description
Exec. Service Employee
Windham (400440)
Select Enter to confirm. Choose the Services tab. Enter the following duration data: Product
Actual Duration
SRV_DIAGNOSIS
20 MIN
SRV2_9
60 MIN
Choose Complete. Choose Save. 1-6
Order: Return delivery for the repair You create a new item to trigger the return delivery of the repaired notebook. 1-6-1
Use the icon Open Business Transaction. Enter the transaction number of the In-House Repair Order and press Enter. Alternatively you could use the backwards icon Repair order.
in order to go back to your In-House
Choose Change if you are in a display mode. Use the Actions icon
(Toolbox) and choose Delivery: Repair (1100).
The system creates a new item line that triggers the return delivery of the repaired notebook. Choose Release Items. Use the Dropdown to change the status In Process to Released. Choose Save. 1-7 © SAP AG
Logistics: Return delivery for the repair CR700
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The notebook is returned to the customer. When you post goods issue for the delivery, stock is adjusted accordingly. 1-7-1
Create an outbound delivery in the R/3 system. Use the R/3 menu path: SAP Menu → Logistics → Sales and Distribution → Shipping and Transportation → Outbound Delivery→ Create → Single Document→ With reference to Sales Order (VL01N). Enter the following data:
Field Name or Data Type
Description
Shipping point
3800
Selection data
Today’s date
Order
Your transaction number
Choose Enter. Choose Subsequent Functions → Create Transfer Order. In the dialog box, choose Yes. Enter the following data: Field Name or Data Type
Description
Warehouse Number
038
Delivery
default proposal
Foreground/Backgrnd
Background
Adopt pick quantity
2
Choose Enter.
© SAP AG
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1-7-2
Stock Overview Use the following R/3 Menu path: SAP Menu → Logistics → Materials Management → Inventory Management → Environment → Stock→ Stock Overview (MMBE) Enter the following data: Field Name or Data Type
Description
Material
HT-1011
Plant
3800
Choose Execute (F8) The sales order stock for the In-House-repair has been reduced accordingly. Depending on the initial stock situation in the demo system, it might be that no sales order stock appears at all.
© SAP AG
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Enterprise Intelligence
Day 1
Day 2
1.
Overview of CRM Service
4.
Planned Services
2.
Installed Base; Individual Object
5.
Service Order Management
3.
Service Contract & Entitlement
Day 3 6.
Complaints and Returns
7.
In-House Repair
8.
Enterprise Intelligence
9.
E-Service
10. Service Analytics SAP AG 2004
© SAP AG
Appendix
CR700
8-1
Enterprise Intelligence
Solution Database
SAP AG 2004
© SAP AG
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Enterprise Intelligence: Unit Objectives
At the conclusion of this unit, you will be able to: Describe the Software Agent Framework Maintain problems and solutions Perform SDB searches
SAP AG 2004
© SAP AG
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Enterprise Intelligence: Access
Internet (E-Service) PC UI CRM Portal Administrator
Customer Enterprise Intelligence
IC WebClient IC WinClient
Portal* Mobile Device* *=Not Supported in CRM 4.0
IC Agent
Service Rep
SAP AG 2004
Customer: Within E-Service, a customer can perform a solution search to find solutions to problems or other issues. CRM Portal Administrator: Creates and maintains knowledge base structure. The Administrator also makes content available to that it can be accessed. IC Agent: Interaction Center agents can perform a solution search and then e-mail solutions to problems to the customer. Automatic suggestion of solutions guarantees that the agent is able to respond fast.
© SAP AG
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Software Agent Framework: Overview SAP SAPService ServiceProcesses Processes
A single Knowledge Entity is A single Knowledge Entity is created with both pieces of created with both pieces of information information
Software Agent Framework
Compile Compile Business BusinessPartner Partner (from (fromIbase) Ibase)
Plant Info Plant Info (from Equipment) (from Equipment)
HR
Lotus Notes
Problems
Case
Solutions
Service Order
FI
SQL
FAQs
Ibase (e.g., BP)
PLM (e.g., Equipment)
DBMS
Solution Database (SDB)
Other SAP CRM Database(s)
Other SAP Database(s)
Non-SAP Database(s)
SAP AG 2004
The Software Agent Framework (SAF) provides an open architecture that can integrate tools to easily and flexibly assemble information from multiple SAP CRM data sources, SAP non-CRM data sources (such as Business Information Warehouse and SAP R/3), and external data sources. Examples of such tools are compilation, classification, and search services. Software Agent Framework Features: y Define Knowledge Bases. y Compile the content of knowledge bases into search indexes (requires Text Retrieval and Information Extraction - TREX). y Automatically synchronize knowledge bases and search indexes (requires TREX). y Cluster the contents of search indexes for knowledge bases (requires TREX). y Search a knowledge base. y Refine the search (requires TREX). y Build your own information security for knowledge bases. See SAP Note 656321 for more information.
© SAP AG
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Solution Database
Corporate repository of enterprise knowledge
Problem JA
ES
• Categorization of information Attachments
Solution
Object
• Indexed database for quick retrieval Object
DE Problem
EN FR
• Security profiles
Solution
SAP AG 2004
The Solution Database (SDB) is a repository of information that is stored in the form of problems and solutions, and is indexed for immediate retrieval. The SDB offers a basic interface for knowledge administrators (but also agents, field engineers, and other users) to search for problems and solutions. The search engine used in the SDB is TREX. For TREX to find problems and solutions in a search, your knowledge administrators must compile the SDB using the Indexes application. The SDB is used as a knowledge base in the following applications: y Knowledge search of Interaction Center (IC) WebClient and IC WinClient. y Standalone knowledge search (transaction CRMM_SEARCH). y Solution search and frequently asked questions (FAQs) of E-Service.
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Problem Record Structure Problem Problem Problem Problem Type Type Problem Problem Category Category (Optional) (Optional) Problem Problem Code Code (Optional) (Optional) Subject Subject Profile Profile (Optional) (Optional) Locations Locations Damages Damages
Default Default by by Problem Problem Type, Type, but but can can be be changed changed
Causes Causes Status Status -- System System and and User User Multi-language Multi-language Description Description Business Business Object Object Link Link (Optional) (Optional) Detail Detail Problem Problem Attributes Attributes (Optional) (Optional) Priority Priority Application Application Area Area Validity Validity Dates Dates Validation Validation Category(ies) Category(ies) (Optional) (Optional) SAP AG 2004
A problem is a change in a product or system that indicates a malfunction of some type. A problem can be described by freeform text and catalog code attributes. Problems and their solutions are stored and linked in the Solution Database. The Solution Database can be searched by entering freeform text or attributes to find one or more appropriate problems, from which one or more solutions can be accessed. Problems are typically created by Knowledge Engineers. User settings allow personalization of the solution database screen: y You can use default Problem or Solution Type during Create mode. y You can automatically create a new Solution or Problem for linking. y You can personalize the tree and toolbar view: all or limited buttons on toolbar, technical key on tree (for example, problem number code), Help tips on tree, details on tree. y These settings are saved by user log on.
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Solution Record Structure Solution Solution Solution Solution Type Type System System Status Status and and User User Status Status Multi-language Multi-language Description Description Tasks Tasks Attachments Attachments Internet Internet URL URL Document Document (CAD, (CAD, Word, Word, etc.) etc.) Image jpg,, .gif, (. Image (.jpg (.jpg, .gif, etc.) etc.) Multimedia Multimedia Detail Detail Solution Solution Attributes Attributes Solution Solution Category Category Subject Subject Profile Profile Validation Validation Category Category Validity Validity Dates Dates
SAP AG 2004
A solution is an action or process that will eliminate a symptom and the problem indicated by the symptom. A solution can be described by freeform text, required actions, or attachments that illustrate and support the required actions. Solutions and their problems are stored and linked in the Solution Database. Solutions are typically created by knowledge engineers.
© SAP AG
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Problem: Solution Relationship
Many to One...
Solution Solution 01 01
Problem Problem 01 01
Solution Solution 02 02
Problem Problem 02 02
Solution Solution 03 03
Problem Problem 03 03
Solution Solution 04 04
One to One...
One to Many...
SAP AG 2004
A relationship links problems and solutions. Problems and solutions are linked to make it easier for users of the Solution Database to quickly find the solutions relevant to a specific problems, and vice versa. For example, when an agent searches for a problems in the Solution Database, the system also displays the solutions linked to the problems. To link a solution to a problems, a knowledge engineer can create a new solution and link it to the problems, or search for an existing solution and link it to the problems. The same applies to links from solutions to problems. When you create a problems using the wizard, you can simultaneously create a solution that is automatically linked to the problems. Likewise, when you create a solution using the wizard, you can simultaneously create a problems that is automatically linked to the solution.
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Compilation Service z
Problems and Solutions must be compiled prior to search
z
The following compilation options are available:
z
Full Compilation
Delta Compilation
Cluster
Delta or Full Compilations can be scheduled as background jobs at regular intervals
SAP AG 2004
Full Compilation: Compiles all documents. This option is recommended initially and if the index is corrupted. Delta Compilation: Compiles all new and changed documents since the last compilation, and removes deleted documents from the index. If a database needs periodic or heavy modification, it may be more convenient to use this option because, for example, you could compile all the documents in a single run at the end of the day. Cluster: Groups documents and features into different classes called clusters. The document/cluster relationship and feature/cluster relationship are used to refine the results of searches, for example, searches carried out using the knowledge search of the Interaction Center WebClient. Clustering is carried out separately from compilation because reindexing is rarely necessary after the initial full compilation, but reclustering is often desired when the percentage difference between the number of documents at the last clustering and the number of new, changed, and deleted documents exceeds a certain threshold. This threshold is defined in Customizing. For search refinement to work, clustering must always be carried out after each full compilation. Clustering is not necessary after a delta compilation, but is recommended if the percentage difference is large. Clustering cannot be scheduled as a background job. Delete Index: Full compilation is necessary afterwards. Background jobs can be scheduled, for example, to trigger daily updates. A compilation log stores compilation information, for example, timestamp of last comp.
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Knowledge Search • DB selection • Multi-lingual • Exact phrase
CRMM_SEARCH SAP AG 2004
In the Interaction Center, agents use the knowledge search to: y Find solutions to problems or other issues that are reported by customers through channels such as telephone, e-mail, and chat y (IC WebClient only) Find cases Standalone knowledge search y The standalone knowledge search is used to find solutions to problems. As its name suggests, it gives you the flexibility of a knowledge search outside the Interaction Center. From the SAP Menu, you can access the standalone knowledge search by choosing Service → Enterprise Intelligence → Knowledge Search or by using transaction CRMM_SEARCH.
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Text Mining Engine (TREX)
What it is:
SAP’s text mining engine; Text Retrieval and Information Extraction
Automatic text-analysis and document classification
Features:
Automatic document classification and indexing
Feature extraction
Automatic generation of a thesaurus
Analysis of relationships between documents
Full-text search
Document clustering
SAP AG 2004
For the search engine TREX to find documents in a search, the knowledge base must first be compiled in the language in which it is to be searched. TREX offers a flexible architecture that can be modified to different requirements. A minimal TREX system consists of a single host that provides all TREX functions. You can use a minimal system as a demo and test system, or as a productive system. For more information go to http://service.sap.com/ep and then to SAP Enterprise Portal in Detail → Knowledge Management → Retrieval and Classification (TREX) Installation information can be found on the service marketplace http://service.sap.com/instguides
© SAP AG
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Search Engine (TREX) What it is:
SAP’s search engine Used to index and search large amounts of short text
Features:
Supports both text and attribute searches
Boolean operators AND, OR, NOT
Proximity operator NEAR
Multiple search methods
Fuzzy
Exact
Linguistic
Wildcard
Phrase
Benefits:
Total Cost of Ownership
Multilingual indexing capabilities
SAP AG 2004
Above you find the list of features of the TREX Search Engine. For more information, you can consider SAP Notes y 600375 (and attached document TREX_Recommendations_english.zip) y 638585 (and attached document TREX_ABAP_Client_Description.zip) y 663630 (and attached document SupportedFileFormats.zip)
© SAP AG
CR700
8-13
Auto Suggest
IC Web Client Inbox
22 Problems
11
Solutions
Solution Database
E-Mail ...printer...problem... paper...jam
33
Alert
Solution
44
Use the attached manual to...
SAP AG 2004
Auto Suggest of Solutions: Classifies textual problem descriptions to enable automatic solution recommendations. Maintenance tools improve accuracy and performance of classification services. Configurable components for threshold settings, learning mode and time parameters. Entity status: new, changed/deleted, approved and rejected.
© SAP AG
CR700
8-14
People-Centric UI–Role: CRM Portal Administrator
Tasks of the CRM Portal Administrator Create and maintain knowledge base structure Initiate and coordinate goals of the knowledge experts Initiate and manage document authorizations via security profiles Analyze feedback from knowledge experts and users Create and maintain solution equivalents
The CRM Portal Administrator creates the infrastructure of the portal. These tasks are technical in nature.
SAP AG 2004
This is one of many standard roles that are available with People-Centric CRM. Besides specific Knowledge Management functions, this role should help the administrator to master several other tasks, for example: y Manage the server for calculation services for Workforce Management (WFM) y Perform a consistency check for hyperlinks and their navigation targets (consistency check) For additional information, please refer to the latest Business Package information.
© SAP AG
CR700
8-15
Enterprise Intelligence: Customizing
Step-by-step instructions to: Name and Configure Knowledge Base Name and Configure Search Engine
Configure HTTP Destinations
Configure Learning Engine Configure Compilation, Clustering and Classification
Configure Auto Suggest Engine Configure Application
SAP AG 2004
In Customizing, there are several Wizards available that help you configure the Software Agent Framework: Customer Relationship Management → Enterprise Intelligence → Software Agent Framework Installation information is available on the service marketplace http://service.sap.com/crm-inst.
© SAP AG
CR700
8-16
Enterprise Intelligence: Unit Summary
You are now able to: Describe the Software Agent Framework Maintain problems and solutions Perform SDB searches
SAP AG 2004
© SAP AG
CR700
8-17
© SAP AG
CR700
8-18
Exercises Unit: Enterprise Intelligence Topic: Solution Database At the conclusion of this exercise, you will be able to: • Create a Problem and a Solution • Update the solution database • Perform a knowledge/solution search Your company would like to use a solution database that allows you to search for solutions to known problems. Therefore, you maintain master data (Problems and Solutions). The solution search can be used in the Interaction Center as well as in the E-Service scenario in order to allow your customers to search for solutions themselves.
1-1
Create a new problem. 1-1-1 Create a problem with problem type SM (Service/Plant Management). 1-1-2 What default values are filled by the problem type SM? ______________ 1-1-3 Select a problem code from the MONITOR code group. Enter the problem text, The screen ## is green, where ## is your group number. 1-1-4 For your problem, the priority level should be 2; the application area is Hardware. The problem should be valid for the next 10 days. 1-1-5 Release the problem (if using the PCUI, save it at this time). Your problem number:______________________________
1-2
Create and link a new solution. 1-2-1 If you have closed your problem, open your problem in change mode. 1-2-2 Create and link a new solution to your problem. What solution type is automatically assigned to your solution? _______________________ 1-2-3 Enter the solution text: Adjust the color settings for monitor##. The screen should be blue.
© SAP AG
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1-2-4 Enter the Internet address www.sap.com as an attachment. 1-2-5 Release the solution and Save. Your solution number: ____________________ 1-3
Compile the Solution Database. 1-3-1 Call the appropriate URL (provided by your instructor) where you can administer the knowledge bases. Compile the solution database SBD language EN.
© SAP AG
CR700
8-20
Exercise Unit:
Enterprise Intelligence
Topic:
Search Engine
At the conclusion of this exercise, you will be able to: •
Perform Solution Database searches
The help desk agents have to find solutions for the customers’ problems.
2-1
Perform a Solution Database search for your problem within CRM. 2-1-1 Perform a search with search text, I have a green screen ##. 2-1-2 Look at the details of the solution you maintained in the previous exercise. 2-1-3 E-mail this solution to CRM-##[email protected]. 2-1-4 Open the Business Workplace and check for new mails in the Inbox.
© SAP AG
CR700
8-21
© SAP AG
CR700
8-22
Solutions Unit:
Enterprise Intelligence
Topic:
Solution Database
Log on to the Enterprise Portal with an user (provided by your trainer). 1-1
Create a new problem. Top-level navigation Service and Support → Problems 1-1-1 Choose Create. Field Name or Data Type
Values
Problem Type
SM-Service/Plant Management
Press Enter. 1-1-2 Problem Subtype and Priority Type are filled with default values. 1-1-3 Select a problem code from the Monitor code group and add some descriptive text for the problem. Problem details tab Field Name or Data Type
Values
Code
Select a code from code group MONITOR (scroll down)
Long text tab Field Name or Data Type
Values
Long text tab
the screen ## is green
Go back to Problem Details tab.
© SAP AG
CR700
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1-1-4 Field Name or Data Type
Values
Priority Level
2
Application Area
HARDWARE
Valid-From Date
Today’s date
Valid-To Date
Today’s date plus 10 days
1-1-5 Release your problem and then save it.. Problem details tab Field Name or Data Type
Values
Problem Status
Released
Choose Released from the drop down box. Choose Save. 1-2
Create and link a new solution. 1-2-1 If you have closed your problem, open it in change mode. Field Name or Data Type
Values
Problem
Your problem number
If necessary, choose Change. 1-2-2 Create and link a new solution to your problem. What solution type is automatically assigned to your solution?_______________________ Within your Problem, select Assigned Solutions tab. Choose Link to New Solution. The solution is of type SL (Solution Description). 1-2-3 Add some text for your solution. Long Text tab
© SAP AG
Field Name or Data Type
Values
Text
Adjust the color settings for monitor##. The screen should be blue.
CR700
8-24
1-2-4 Attach a link to a URL to your solution. Attachment tab Choose Create URL. Enter the following information: Field Name or Data Type
Values
URL
www.sap.com
Name
SAP
Choose Create URL. 1-2-5 On Solution Details tab, choose Solution Status Released. Choose Save. Solution number: see Solution field.
1-3
Delta-compile the Solution Database to update the SDB. 1-3-1 Call the appropriate URL (provided by your trainer) to administer the knowledge bases. Mark the entry SDB with language EN. Choose Actions Delta Compile. Choose Go. Note: It might be possible that another student initiated the compilation right before and that no change in the total number of records is visible.
© SAP AG
CR700
8-25
© SAP AG
CR700
8-26
Solution
2-1
Unit:
Enterprise Intelligence
Topic:
Search Engine
Perform a Solution Database search for your problem within CRM. SAP menu → Service → Enterprise Intelligence → Knowledge Search 2-1-1 Enter the search text in the upper-right section of the screen. Field Name or Data Type
Values
Any of these terms
I have a green screen ##
Choose Search. The search results should also list your problem. 2-1-2 Take a look at the details of the solution you maintained in the exercise above. Field Name or Data Type
Values
Search results
Mark your entry
Choose Details. Information on the problem and the solution display. 2-1-3 E-mail this solution to you. Choose Add to Cart. Choose E-mail. Enter CRM-##[email protected]. 2-1-4 Log on to the CRM system. Menu → Business Workplace Select Inbox.
© SAP AG
CR700
8-27
© SAP AG
CR700
8-28
Solutions
1-1
Unit:
Enterprise Intelligence
Topic:
Solution Database
Create a new problem. In your CRM system, choose the menu path: SAP Menu → Service → Enterprise Intelligence → Solution Database → Maintain Problems and Solutions (IS01) 1-1-2 In the top area on the screen (the section labeled Problem) Choose Create. Field Name or Data Type
Values
Problem Type
SM-Service/Plant Management
Press Enter. 1-1-2 Problem Subtype and Priority Type are filled with default values. 1-1-3 Select a problem code from the Monitor code group and add some descriptive text for the problem.
Field Name or Data Type
Values
Problem Code
Select a code from code group MONITOR
In the Long text area
© SAP AG
Field Name or Data Type
Values
Long text
the screen ## is green
CR700
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1-1-4 Add the following data on the Details tab: Field Name or Data Type
Values
Priority Level
2
Application Area
HARDWARE
Valid-From Date
Today’s date
Valid-To Date
Today’s date plus 10 days
1-1-5 Release your problem.
Field Name or Data Type
Values
Problem Status
Released
Choose Released from the drop down box. 1-2
Create and link a new solution. 1-2-1 Choose the icon Create and Link a Solution 1-2-2 What solution type is automatically assigned to your solution?_______________________ The solution is of type SL (Solution Description). 1-2-5 Add some text for your solution. Long Text for Solution Field Name or Data Type
Values
Text
Adjust the color settings for monitor##. The screen should be blue.
1-2-6 Attach a link to a URL to your solution. On the left side of the screen, open the Linked solution. all the way to the level showing Attachments Double click on the word Attachment. You will now see a tab appear on the right side in your solution. Click on the icon Create URL
© SAP AG
CR700
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Enter the following information: Field Name or Data Type
Values
URL
www.sap.com
Name
SAP
1-2-5 Release the solution. Choose Release (the green flag icon on your solution). Choose Save. Solution number: see Solution field.
1-3
Delta-compile the Solution Database to update the SDB. 1-3-1 Call the appropriate URL (provided by your trainer) to administer the knowledge bases. Mark the entry SDB with language EN. Choose Actions Delta Compile. Choose Go. Note: It might be possible that another student initiated the compilation right before and that no change in the total number of records is visible.
© SAP AG
CR700
8-31
© SAP AG
CR700
8-32
Solutions
2-1
Unit:
Enterprise Intelligence
Topic:
Search Engine
Perform a Solution Database search for your problem within CRM. SAP menu → Service → Enterprise Intelligence → Knowledge Search 2-1-2 Enter the search text in the upper-right section of the screen. Field Name or Data Type
Values
Any of these terms
I have a green screen ##
Choose Search. The search results should also list your problem. 2-1-2 Take a look at the details of the solution you maintained in the exercise above. Field Name or Data Type
Values
Search results
Mark your entry
Choose Details. Information on the problem and the solution display. 2-1-3 E-mail this solution to you. Choose Add to Cart. Choose E-mail. Enter CRM-##[email protected]. 2-1-4 Log on to the CRM system. Menu → Business Workplace Select Inbox.
© SAP AG
CR700
8-33
E-Service
Day 1
Day 2
1.
Overview of CRM Service
4.
Planned Services
2.
Installed Base; Individual Object
5.
Service Order Management
3.
Service Contract & Entitlement
Day 3 6.
Complaints and Returns
7.
In-House Repair
8.
Enterprise Intelligence
9.
E-Service
10. Service Analytics SAP AG 2004
© SAP AG
Appendix
CR700
9-1
E-Service
mySAP CRM E-Service Functionalities
SAP AG 2004
© SAP AG
CR700
9-2
E-Service: Unit Objectives
At the conclusion of this unit, you will be able to: Describe the E-Service functions Explain how to use E-Service
SAP AG 2004
© SAP AG
CR700
9-3
E-Service: Overview
Account Self-Service: Registration
Knowledge Management z FAQ’s by Product z Solution Search
Installed Base Management Product Registration Request Management Complaints and Returns Management
SAP AG 2004
© SAP AG
CR700
9-4
Account Self-Service: Registration
B2B
B2C
Contact Person for a registered company
Private Consumer Consumer with a Customer ID
Contact Person for a non-registered company SAP AG 2004
Registration information is validated against CRM (for example, country, region, postal code) Optional to customize the immediate creation of the accounts or have a workflow triggered to the security administrator (there is a workflow in registration process that you can configure so that someone has to get authorization from company to activate the account) Security administrator will assign information security profile (covered later)-segments data so they can get access for specific data in the solution db. A Web user can be either a service user or a named user. Each type comes with a different authorization profile. In the standard scenario, Web users would browse anonymously through the Web site as service users. When they login, they switch to a named user based on their own authorization profile and business partner data. When they are connected to business partners, users do not need to actually log in to access functions that would normally require that they be logged in. This feature does not depend on the user type (named user or service user). For security purposes, users of type named user cannot switch to other users. After the customer has logged in they can maintain their personal data, such as changing their address. In Customizing, you find settings for the Registration Process: SAP Implementation Guide → Customer Relationship Management → E-Service → Internet Customer Self Service → Set Up Registration Process
© SAP AG
CR700
9-5
FAQ‘s by Product
Search Frequently Asked Questions (FAQ’s) FAQ’s are linked to a Product and Problem Products must be defined in the product hierarchy FAQ’s are linked to Problems in Released Status and with at least one Released Solution
SAP AG 2004
To set up FAQ’s attached to Products, take the following steps in the CRM system. Go to Maintain Frequently Asked Questions transaction In the dialog box that appears, select the product(s) as required and choose Enter. The Display Frequently Asked Questions screen appears. Switch the screen to Maintain mode by choosing Display/Maintain. If no FAQs have been maintained for the product, the Search for Problems dialog box appears. This is because each FAQ has to be linked to a specific problem. (When subsequently maintaining FAQ’s for a different product, you can link a different FAQ to the same problem.) You can now carry out one or both of the following options: y Find problems yourself / Use the Search for Symptoms dialog box to find Specific problems/ Propose problems automatically / Cancel the Search for Symptoms dialog box and choose Propose Symptoms. To set up FAQ’s attached to Products, take the following steps in the CRM system. Double-click a problem and maintain an FAQ by replacing the default text beginning with How to … with your own text, or by editing the existing FAQ. If your product is a PC hard drive, your problem is hard drive crashes, your solution is to restore the hard drive, your FAQ might be "How to restore a PC hard drive after a crash". If your list of problems includes problems for which you do not want to maintain an FAQ for this product, double-click the problem and choose Unlink. Then save your data. If automatic compilation is not switched on, compile the solution database index. This enables the search engine to find the FAQ’s. For more information, see the SAP Library documentation Solution Database.
© SAP AG
CR700
9-6
Solution Search
Search Terms Words, phrases
Solution Database Problems Solutions
SAP AG 2004
Consolidated Knowledge Repository – flexible structuring of enterprise knowledge. Information Security – create security profiles with personalized views (Internet user, Call Center agents, Knowledge Administrator). FAQ Search – linked to a Product, Products must be defined in the product catalog. Enhanced Search Engine (TREX) – exact text and fuzzy search methods, for searching structured and unstructured knowledge located across the enterprise. Live Web Collaboration. Worldwide language support.
© SAP AG
CR700
9-7
Installed Base Management
Create... Change... Display... ...an Installed Base
Trigger Service Requests or Complaints SAP AG 2004
Create Installed Base/Component. y Web users can add installed bases or components into their Installed Base List. y Web users can create Components of types Individual Product (iProduct), Text, and Object. Components of type individual Object (iObject) can be created from a new object or from an existing one. Display Installed Base List y Web users can view a list of their installed bases. The installed base view can be expanded to display its components. When Web users select an installed base or a component from the Installed Base List, they can: y Display the details of the selected installed base or component y Create a sub-component for the selected installed base or component y Create a service request or a complaint for the selected component Display Installed Base/Component Detail y Web users can display the details of an installed base, or of a component within the installed base. Components can be of type Text, Product, Individual Object (iObject), or Installed base. Web users can also update components of types Text and Product. y Web users can also create a service request or a complaint related to a component from the installed base list. Web users can create service requests or complaints for components of all types, except components of type Installed base.
© SAP AG
CR700
9-8
Product Registration
Registration of products to activate warranty My registered products Create service request/ complaint for registered product
Individual Object
SAP AG 2004
Your customers register products and services to activate their warranty. Once a product is registered, it is added to the My Registered Products page, where customers can find all their registered products. For each product, they can view warranty information, create service requests, and create complaints. In this process customers register a product over the Web by logging in and choosing their purchased product from the integrated product catalog. Before products can be registered, they need an entry in the Permitted Object Categories (Product Master → SAP Basic Data). Product registration leads to the creation of an individual object in the CRM system. Display of individual objects in CRM-System (transaction COMMPR01) is possible with user parameter COMMPR01_IND_OBJ = X. Customer and product information is available within Relationships. In Customizing, you find settings for Product Registration under: SAP Implementation Guide → Customer Relationship Management → E-Service → Internet Customer Self Service → Product Registration
© SAP AG
CR700
9-9
Request Management
My Requests
Service Request
Warranty Entitlement Check
Appointment Offering
Contract
SAP AG 2004
Web users can link Service Requests to products, registered products, and installed bases. They can create requests from within the Product Registration and Installed Base Management processes. Web users can validate their warranty and service contract entitlements during request creation. When Web users create a Service Request, they specify which product, installed base, or registered product is concerned by the request. They also select the service that they need. Upon service selection, the system will search for: y Contracts that cover the requested service. If the service is covered by more than one contracts, users will select the most suitable one. y Available appointments for this service. Users will select a time that is convenient for them. Web users can also: y Attach documents. y Display their service requests and monitor their status. If a service request is covered by a service contract, that contract can be viewed in the detail view of the service request. If a service request was linked to a solution, that solution can also be viewed in the detail view of the service request. y Update their Service Request details by adding information and/or changing their status. They can also add new attachments. However, if they want to change the appointment scheduled for a service, they must call their customer service representative. y Chronologically display texts that they entered as well as replies entered by the agent.
© SAP AG
CR700
9-10
Complaints and Returns Management
Warranty Entitlement Check
Return / Replacement
Credit Memo
Contract
SAP AG 2004
Web users can create complaints about goods or services that they deem unsatisfactory. Each complaint is made up of items that Web users add to the complaint. For each complaint item, users explain why their expectations were not met and state the actions that they request from you. Web users can: y Request a credit, a return or a replacement y Check whether a contract/warranty exists y Specify a reference object (Installed Base Component or Registered Product) y Attach documents In Customizing, you can specify which transaction types you would like to use in the internet customer self-service scenario.
SAP Implementation Guide → Customer Relationship Management → E-Service → Internet Customer Self Service → Set Up Internet Transactions → Define Transaction Types for the Internet (Without Web Requests)
© SAP AG
CR700
9-11
E-Service: Unit Summary
You are now able to: Describe the E-Service functions Explain how to use E-Service
SAP AG 2004
© SAP AG
CR700
9-12
E-Service
Exercises
Unit: E-Service Topic: Product Registration and Service Request At the conclusion of this exercise, you will be able to: • Self-register as a private consumer at the E-Service scenario • Register a purchased product • Create a service request with reference to your registered product A customer recently bought several high tech products. One of the purchased products (a laser printer) seems to be malfunctioning. Since the selling company offers self-service functionality over the Internet, the customer logs on to a special Web page. At first, the customer searches for text information on a personal computer. Then the customer registers the purchased laser printer (warranty!) and creates a service request. 1-1
Frequently Asked Questions 1-1-1 Call the URL that starts the E-Service (B2C) scenario (this information provided by the trainer). 1-1-2 Go to the FAQ’s area and search for an FAQ referring to a Maxitec Personal Computer. 1-1-3 Search through until you find a solution to any problem and e-mail this solution.
1-2
Self-registration as a private consumer. 1-2-1 Call the URL that starts the E-Service (B2C) scenario. 1-2-2 Select Log In. A new window pops-up. Since you don’t have a User ID yet, you have to create one. Therefore, select Register. Choose Registration Type Private consumer Enter the following: Title:
Mr./Ms.
First Name:
Jacky
Last Name:
##Johnson
Street / House Number: Postal Code: City: Country / Region: © SAP AG
Marshall Rd. 8
90210 Beverly Hills United States / California CR700
9-13
E-mail Address: User ID:
[email protected] JJ##
Password / Confirm Password: init / init Choose Submit. After the registration process finishes, close the window. 1-3
Product registration 1-3-1 Log on to the E-Service with User ID and password created in the previous exercise. 1-3-2 Choose the link that leads you to the area where you can register products. In the catalog area on the left hand side, navigate to the Laser Printer area and select the product Laser Allround. Fill out product information. Color type:
Both
Resolution:
2400
Serial Number:
12345-##
Printer Speed (ppm):
40
Purchase Date:
today
Choose the Register button, review the data, and the select the Submit Registration. Note the registration number._________________________ 1-4
Optional: Create a Service Request for your newly registered product. 1-4-1 Look at the list of registered products. You should see one line item. Select the Service Request link at the end of this line. A form Service Request High Tech displays. Enter the following: Priority:
High
Subject:
Printer is noisy
Damage Category: Damage Code: Reference Object: Description:
Printer Loud Noise Registered Product
Take a look at the warranty status. Save the service request and note the number. ________________ 1-4-2 View the service request within the PC UI or SAPGUI. © SAP AG
CR700
9-14
Solutions Unit: E-Service Topic: Product registration and service request
1-1
Frequently Asked Questions 1-1-1 Call the URL that starts the E-Service (B2C) scenario (the trainer will provide this information). 1-1-2 Go to the FAQ’s area and search for an FAQ referring to a Maxitec Personal Computer. Select FAQ’s. Field Name or Data Type
Values
Product category
PCShop Products
Product
Maxitec-R 3100 Personal computer
Choose Search. 1-1-3 Use Select until you find a solution to any problem and e-mail this solution. Use hyperlinks and the E-Mail Address button. 1-2
Self registration as a private consumer 1-2-1 Call the URL that starts the E-Service (B2C) scenario. 1-2-2 Choose Log In. A new window pops-up. Since you don’t have a User ID yet, you have to create one. Therefore select Register. See exercises for information to fill in.
1-3
Product registration 1-3-1 Log on to the E-Service with User ID and password created in the previous exercise. 1-3-2 Select the link that leads you to the area where you can register products. Select Product. Menu path: Printers → Laser Printers → Laser Allround
© SAP AG
CR700
9-15
1-4
Optional: Create a Service Request for your newly registered product. 1-4-1 Look at the list of registered products. You should see one line item. Select the Service Request link at the end of this line. A form Service Request High Tech displays. Select My Registered Products. Choose Service Request (at the end of the line item). Enter the following: Priority:
High
Subject:
Printer is noisy
Damage Category: Damage Code:
Printer Loud Noise
Reference Object: Description:
Registered Product
Take a look at the warranty status. Select the View Warranties and observe that there is a valid warranty. Choose Back. Save the service request and note the number. _____________________ 1-4-2 Take a look at the service request within the PCUI or SAPGUI. To view the service request in the PCUI. Top-level navigation Service & Support→ Orders In the search area, enter the following: Field Name or Data Type
Values
Get
Transaction number
Number
The one from the exercise above
Select the Go button. Look at the document to confirm that this is the request that was created using EService. You can now further process the service request (for example, adding text, changing status) and check in the E-Service B2C scenario to see whether the changes are visible.
© SAP AG
CR700
9-16
To view the service request in the SAPGUI: Open your service request within the SAPGUI. Menu path: SAP Menu → Service → Maintain Service Process Choose Open Business Transaction (the folder icon) Enter the transaction number for your service request. Enter Look at the document to confirm that this is the request that was created using EService. You can now further process the service request (for example, adding text, changing status) and check in the E-Service B2C scenario to see whether the changes are visible.
© SAP AG
CR700
9-17
Service Analytics
Day 1
Day 2
1.
Overview of CRM Service
4.
Planned Services
2.
Installed Base; Individual Object
5.
Service Order Management
3.
Service Contract & Entitlement
Day 3 6.
Complaints and Returns
7.
In-House Repair
8.
Enterprise Intelligence
9.
E-Service
10. Service Analytics SAP AG 2004
© SAP AG
Appendix
CR700
10-1
Service Analytics
mySAP CRM Service Analytics Data Maintenance
SAP AG 2003, 2004 CR700,
© SAP AG
CR700
10-2
Service Analytics: Unit Objectives At the conclusion of this unit, you will be able to: Describe the SAP BW content for mySAP CRM Service Explain how user access Service Analytics functions
SAP AG 2003, 2004 CR700,
© SAP AG
CR700
10-3
Service Analytics: Business Scenario
Your enterprise has selected mySAP CRM as its customer relationship management solution and SAP Business Warehouse as its analysis system. Therefore, you want to become familiar with the key capabilities of mySAP CRM Service Analytics. In addition, you want to learn about SAP Business Warehouse Service Analysis methods and possibilities.
SAP AG 2003, 2004 CR700,
© SAP AG
CR700
10-4
Customer Centric E-Business with mySAP CRM
mySAP CRM Analytics Delivers Insight Throughout the Customer Lifecycle
Customer Analytics Product Analytics Marketing Analytics Sales Analytics Service Analytics Interaction Channel Analytics
SAP AG 2003, 2004 CR700,
A key to success of CRM is the ability to y answer a variety of questions, for instance about customers, market dynamics, sales or service performance y gain further insight from these answers and y act upon these insights while interacting with customers, executing marketing campaigns or planning sales activities mySAP CRM Analytics provides these capabilities and offers predefined analyses for all of the areas listed here (refer to graphic) Particularly strong results can be achieved if the various analyses are combined to create even more relevant insights and act upon these y For instance, using mySAP CRM analytics a company may want to create a target group of customers that have low satisfaction (satisfaction and loyalty analysis) and/or are likely to leave (churn management). The initiative can be further enhanced by identifying those customers in the target group that have high profitability potential (customer life time value analysis) . Based on their recent behavior (behavior modeling) and propensity to respond to certain offers (cross selling analysis), a targeted marketing campaign can be initiated, executed and optimized (RFM campaign optimization), helping to retain these valuable customers.
© SAP AG
CR700
10-5
Critical Steps for CRM Analytics CRM Analytics helps you capture and integrate your data into a single 360 degree view of your customer
Analytical methods can be used to analyze your relationships with your customers and the efficiency of your actions
r ste Ma ata D
Data
hts g i Ins
Targets Relationship Optimization The insights gained from the analysis enable personalized, customer-oriented actions to be triggered
Insights
Actions
... ... ...
Relationship Planning helps you to coordinate your actions and focus your employees on common targets
The ROI of CRM doesn’t come from doing the same thing faster SAP AG 2003, 2004 CR700,
© SAP AG
CR700
10-6
Service Analytics Service Analytics:
Supports customers in analyzing their service processes
Provides a complete evaluation infrastructure with predefined Business Content
Improves service quality, customer satisfaction, and service profit
Supports early identification of quality issues
Enables real-time cost control
Enables companies to improve their service business
SAP AG 2003, 2004 CR700,
Service Analytics Roles in SAP BW: Service Performance Analysis – Finance Persepective Service Performance Analysis – Customer Persepective Service Performance Analysis – Internal Processes Service Performance Analysis – Learning and Growth CRM Service – Technical Content CRM Service - Workbooks
© SAP AG
CR700
10-7
Analytics in Your People: Centric UI
Your Personalized Portal
Access to all the information you need
Well-Structured Analytical Tasks
Analytical Areas
SCM Analytics
CRM Analytics
HCM FI Analytics Analytics
External Data
SAP AG 2003, 2004 CR700,
© SAP AG
CR700
10-8
Service Analytics: Features
Enabled business analysis within mySAP CRM Service
Evaluation of service processes
Predefined key figures for service process analysis relating to: Volume (such as number of orders) Quality (such as number of complaints) Cost efficiency (costs and revenues)
Use of predefined key figures for service process analysis
Additional key figures can be defined
Complete Ready-to-run infrastructure is available
SAP AG 2003, 2004 CR700,
Ready-to-run infrastructure: y Extraction of data by updating the InfoCubes y Analysis using predefined queries and MiniApps mySAP BW Integration provides additional evaluation options through extraction of the relevant data
© SAP AG
CR700
10-9
InfoSources for Service Analytics Complaint z Header z Item
Contract z Header z Item
Service Order z Header z Item
Confirmation z Header z Item
Controlling z Header
IBase
z Item
z Master Data z Transactional Data
Case Mgmt z Attributes z Objects
Product list /Object list
Service Codes
SAP AG 2003, 2004 CR700,
In BW, an InfoSource describes the quantity of all the data available for a business transaction or a type of business transaction. An InfoSource is a quantity of information that logically belongs together, summarized into a single unit. InfoSources contain either transaction data or master data (attributes, texts, and hierarchies). An InfoSource is always a quantity of InfoObjects that logically belong together. The structure in which these are stored is called a communication structure. Additional DataSources exist for: y Service Contract Items (Replication together with Sales and Leasing Contracts) y Complaints in Sales and Service scenarios
© SAP AG
CR700
10-10
Service Performance Analysis for Service Managers Service Performance Analysis as a modular performance measurement system The service manager can select analyses flexibly, depending on the current business objective Structured into 4 balanced views, based on Balanced Scorecard (Kaplan/Norton): Finance Customers Internal Processes Learning and Growth
SAP AG 2003, 2004 CR700,
Emphasis is placed on cross-functional analytics so that data can come from a wide variety of sources including: y Human Capital Management Analytics y Supply Chain Management Analytics y Customer Relationship Management Analytics y Financial Analytics y External analytical data This means that Service Performance Analysis combines both financial and operational figures in a way that contributes to the optimization of customer service strategies.
© SAP AG
CR700
10-11
Service Performance Analysis in the Manager Portal Home
Accounts and Products
Service Cycle
Installations
Activity Management
Competitors
Analytics
Service Performance Analyse
This Workset enables the service manager to analyze the overall service process Overview
Changes in cost-revenue ratio during a specific time period Customer satisfaction rate Delayed services by service level agreement dates Headcount analysis
Finance Cockpit with the most important analyses from the Finance view: Detailed controlling analysis of products in contracts to identify unprofitable contract products Detailed controlling analysis of products Detailed controlling analysis of customers Changes in profit during the last twelve months SAP AG 2003, 2004 CR700,
© SAP AG
CR700
10-12
Service Performance Analysis in the Manager Portal Home
Accounts and Products
Service Cycle
Installations
Activity Management
Competitors
Analytics
Service Performance Analysis
Customers Cockpit with the most important analyses from the Customer view: Highest-revenue customers Profit per customer Profit-sales ratio per customer to determine the profitability of individual customers Variance analysis - revenue per sold-to party
Internal Processes Cockpit with the most important analyses from the Internal view: Number of service complaints per sold-to party Services on schedule with requested-by dates Services on schedule with service level agreement dates Planning accuracy per service SAP AG 2003, 2004 CR700,
© SAP AG
CR700
10-13
Service Performance Analysis in the Manager Portal Home
Accounts and Products
Service Cycle
Installations
Activity Management
Competitors
Analytics
Service Performance Analysis
Learning and Growth Cockpit with the most important analyses from the Learning and Growth view: Illness rate Number of entries Overtime rate Headcount
Balanced View List of all analyses available for Service Performance Analysis (access of analyses via hyperlink)
SAP AG 2003, 2004 CR700,
© SAP AG
CR700
10-14
Service Analytics as Part of Performance Analysis Customer Customer Satisfaction Satisfaction Rating Rating
Service Service Analytics Analytics Return Return Reason Reason
Midsize Midsize Companies Companies Large Large Companies Companies Small Small Companies Companies
Not Not used used Not Not in in time time Wrong Wrong product product Damaged Damaged in in transit transit
Service Service Analytics Analytics Performance Performance
Service Service Analytics Analytics Status Status
In In time time (Customer) (Customer) Not Not in in time time (Customer) (Customer) Service Level Service Level Agreement: Agreement: in in time time Service Level Agreement: not Service Level Agreement: not in in time time
Open Open In In process process Completed Completed SAP AG 2003, 2004 CR700,
© SAP AG
CR700
10-15
Service Planning and Forecasting Goals/Strategy CRM Service Analytics is a recurring process flow of analysis, forecasting, planning, and the optimization of processes Planning the available / necessary resources Increase customer satisfaction Service Plan Simulation Calculate planned dates for future service events within a specified horizon based on selected service plans Simulate service orders for future service events to estimate the workload and revenue Ability to use flexible reporting in BW (e.g. aggregation) Analyzing service workload and utilization of resources Possibility to compare different forecast versions Summarize the service order workload by day, week and month within the simulated horizon
SAP AG 2003, 2004 CR700,
© SAP AG
CR700
10-16
Key Figures Key Figures in BW Content Queries: Number of orders per day / week / month / quarter / year and per
service organization Æ Processing volume Number of specific services per day / week … and per service
organization Æ Service workload/volume Number of resources/spare parts per day / week … and per service
organization Æ Resource utilization Several other characteristics are provided in these queries (e.g. service
team, responsible service organization, service plan)
SAP AG 2003, 2004 CR700,
© SAP AG
CR700
10-17
Service Analytics: Unit Summary
You are now able to: Describe the SAP BW content for mySAP CRM Service Explain how user access Service Analytics functions
SAP AG 2003, 2004 CR700,
© SAP AG
CR700
10-18
SAP Solution Manager SAP Solution Manager: a Customer Platform for Implementation and Operation of mySAP Business Suite SAP SAP Solution Solution Manager Manager
Implementation
Services Services for for Operations Operations
Functional Functional Implementation Implementation Technical Technical Implementation Implementation Implementation Implementation of of Operations Operations
Operations
Providing tools, content, procedures and services
Solution Solution Monitoring Monitoring
to implement and operate
Support Support Desk Desk
your mySAP Business Suite solution
SAP AG 2004
SAP Solution Manager supports you throughout the implementation and operation of SAP solutions. It is a platform that supports the business solution life cycle, from the Business Blueprint through configuration to production operation. SAP Solution Manager offers central access to preconfigured content, tools, and methodology that you can use during the evaluation and implementation of your systems. For implementation, these include: y Contents for evaluating and implementing business solutions predefined by SAP. y The ASAP methodology for the implementation of business solutions. y Tried and tested implementation and test tools, for example, the Implementation Guide (IMG) or the Test Workbench. y An authoring function that you can use to create your own project templates for your implementation project. This makes SAP Solution Manager an ideal tool for SAP partners and companies involved in global rollouts. SAP Solution Manager Operations allows you to configure, administer, and monitor systems and business processes for a solution. You can work with overall solutions as well as individual systems, business processes, and software components. You can also set up and run your own solution support.
© SAP AG
CR700
11-1
SAP Solution Manager: Use in Implementation SAP Solution Manager in Implementation Project phase
Project Preparation Project definition
Project activities
Business Blueprint
Realization
Define Business Blueprint
Define system landscape
Customizing synchronization
Final preparation
Go Live & Support
End user Training and documentation
Configuration Developments
Data transfer
Authorization Testing
Cross functions
Focus of tool support
Project Administration Issue Tracking / Status Monitoring / Reporting Roadmaps
SAP AG 2004
SAP Solution Manager supports you in all phases of the evaluation and implementation. You can perform the following activities in an evaluation and implementation project with SAP Solution Manager: Project Preparation: The Roadmaps contain information and procedures for all phases of your implementation project. Your work with SAP Solution Manager really begins after the evaluation phase. The first step is to define your project in SAP Solution Manager.You enter administrative data in the Project Administration transaction, for example details of project dates and resources. You set the project scope and you define the system landscape you require for the implementation of your solution during the project preparation phase. Business Blueprint: You define a Business Blueprint by documenting the organizational units, master data, business scenarios and business processes you require for the implementation of your solution. During the Business Blueprint definition, you read the documentation supplied by SAP and partners, create your own project documentation and assign individual process steps to transactions. y Realization: You configure your business scenarios in the development system. You check the test cases delivered with your solution and assign further test cases to individual processes and process steps. You perform a consistency check for the Customizing of your business processes. In other words, you check whether the Customizing is the same in the various application components. You synchronize Customizing with Customizing Distribution. You can organize tests. You can reuse the test cases selected during configuration. It is possible to carry out project analysis at any point during your project to obtain information on project status and on progress made in testing or configuration.
© SAP AG
CR700
11-2
y
, 5. Final Preparation, Go Live & Support: Perform remote SAP services and track their status. Monitor and manage your systems using real-time alerts displayed in a system graphic, weekly SAP EarlyWatch Alert Reports and Central System Administration tasks.
© SAP AG
CR700
11-3
How to Use SAP Solution Manager in a Project
Project Preparation
Business Blueprint
Realization
Final Preparation
Go Live & Support
Project Definition and Description
Project type
Naming, roles, language
Project standards (Status, keywords, documentation types)
Timeframe
Define System Landscape
Development
Quality Assurance
Production
…
SAP AG 2004
© SAP AG
CR700
11-4
How to Use SAP Solution Manager in a Project
Project Preparation
Business Blueprint
Realization
Final Preparation
Go Live & Support
Define Business Blueprint via Business Process Repository
Customer Business Process requirements, analysis, documentation, and management / Scoping
Visualization of Standard Business Process by scenario description, product documentation, demos, and transactions
Project-specific adaptation, for example, new Processes, documentation at each level (Requirements, print outs, reports, concepts), …
Generation of Blueprint
Project Issue Management, Status Management SAP Feasibility Check
SAP AG 2004
© SAP AG
CR700
11-5
How to Use SAP Solution Manager in a Project
Project Preparation
Business Blueprint
Realization
Final Preparation
Go Live & Support
Configuration
Configuration guides for Standard Business Scenarios
Configuration support per scoped structure element, for example, product documentation, IMG, non-ABAP configuration, BC sets, and CATTs
Project documentation, for example, customizing, modification, enhancements
Customizing Synchronization
Testing
Define and maintain test cases, test catalog
Organize and perform testing in Test Workbench
Project Issue Management, for example, for questions, errors, requests; Messages to SAP SAP AG 2004
© SAP AG
CR700
11-6
How to Use SAP Solution Manager in a Project
Project Preparation
Business Blueprint
Realization
Final Preparation
Go Live & Support
End User Training and Documentation
Part of Implementation content
Standard Business Process and Customer Business Process documentation
Product documentation
Project Issue Management, for example, for errors, requests; Messages to SAP SAP GoingLive Check SAP EarlyWatch Check Solution Manager for Operations SAP AG 2004
© SAP AG
CR700
11-7
Implementation Content Solution
Configuration Structures Basic Settings for General Settings
Structure items for generic configuration support
Connecting Systems Data Replication Engines Portals Basic Settings for Basic Settings for Basic Settings for Scenarios Master Data Organizational Units
Scenarios
Business Processes ... SAP AG 2004
© SAP AG
...
CR700
11-8
Implementation Content: Assignments Configuration Structures Basic Settings for General Settings
URLs
Connecting Systems Data Replication
Transactions
Engines Portals Basic Settings for
Link to
IMG activities
Basic Settings for Basic Settings for
Other Documentation (in the Help Portal)
Scenarios Master Data
With Access to
Transaction Documentation
IMG Documentation
Organizational Units Business Processes ... SAP AG 2004
© SAP AG
...
CR700
11-9
Example: Configuration Concept for mySAP CRM 4.0 Basic Settings for all Business Scenarios
Basic Settings for mySAP CRM
Basic Settings for E-Comm.
ISA CRM
Basic Settings for Channel Mgmt.
Basic Settings for all Business Scenarios assigned to a Functional Key Capability
Basic Settings for all Business Scenarios assigned to a Channel Key Capability
ISA R/3
Basic Settings for Interaction Center
Web Client
Basic Settings for Field Appl.
Win Client
Basic Settings for Enterprise Analytics
Handheld CRM
Basic Settings for Enterprise Marketing
Mobile R/3
Basic Settings for Enterprise Service
Mobile CRM
Basic Settings for Enterprise Sales
Business Scenarios and assigned settings
SAP AG 2004
© SAP AG
CR700
11-10
Example: Basic Settings for any Handheld Service Business Scenario* a * Including Analysis Processes
Basic Settings for mySAP CRM
d
Basic Settings for Enterprise Marketing Basic Settings for Channel Mgmt.
c
Basic Settings for Enterprise Analytics Basic Settings for E-Comm.
ISA CRM
b
For each Business Scenario the required path is given in the SAP Solution Manager
ISA R/3
Web Client
e
Win Client
Basic Settings for Interaction Center
Handheld CRM
Basic Settings for Field Appl.
Mobile R/3
Basic Settings for Enterprise Service
Mobile CRM
Basic Settings for Enterprise Sales
SAP AG 2004
© SAP AG
CR700
11-11
mySAP CRM Detailed View Available with
Industry Extensions
for SAP CRM 4.0
© SAP AG
New functionality and mySAP CRM Detailed View New Enhancements for CRM functionality and Service (SAP CRM 4.0 – Edition 2004) Enhancements for CRM Service
CR700
12-1
Content
Overview New or Enhanced Functionalities Logistics Integration Amount Allocation Service Billing in SAP ERP Revenue Recognition
Available with
Industry Extensions for SAP CRM 4.0
Further Information
SAP AG 2004
© SAP AG
CR700
12-2
Overview (1) Available with
New – Logistics Integration
Assures that spare parts and external resources are available at the right place and time
Allows the integration of third party service providers and suppliers
Covers the complete logistics chain
Industry Extensions for SAP CRM 4.0
Available with
Industry Extensions
Enhanced – Amount allocation
for SAP CRM 4.0
Possible to now allocate costs (non-billable items) to internal recipients (e.g. cost centers).
Several external (e.g. different customers) and internal (e.g. cost centers) recipients are possible per item
Advanced distribution of revenues and costs to the relevant receivers before billing
Improved cost controlling by means of clear cost assignments
SAP AG 2004
Logistics Integration Logistics integration within CRM service has been extended to include reservations, purchase requisitions and purchase order creation from demand generated within CRM service documents. If external resources are required for service work, a purchase requisition or purchase order can be generated within SAP ERP procurement where the determination of the supplier will take place automatically. A supplier can also be assigned directly from an external catalogue during the creation of the service order.
Amount Allocation y Prior to the Service Industry Extensions for CRM 4.0 , the process “Amount Allocation” only took revenues into consideration. This means that it was only possible to split revenues between different external recipient and it was not possible to split costs in the same way. This enhanced version of this process will now allow you to split the costs. In addition, you will also be able to split revenues between internal recipients such as Internal Order. For example, that 70% of the costs can be transferred to the recipient of the warranty costs and the rest to the production facility. This is a major improvement for internal cost controlling.
© SAP AG
CR700
12-3
Overview (2) Available with
New – Service billing in SAP ERP
Industry Extensions for SAP CRM 4.0
Use of already established SAP ERP billing infrastructure for CRM Service processes (service contracts, service orders, confirmations)
Service initiation, planning and execution is carried out in CRM
Billing and pricing configuration within SAP ERP can be used for sales and now service
New - Revenue recognition for service contracts
CRM now with high degree of integration into SAP ERP
Distribution of revenues according to the fiscal periods
Separation of revenue recognition from the billing process
Available with
Industry Extensions for SAP CRM 4.0
SAP AG 2004
Service Billing in SAP ERP Previously CRM service items could only be billed within CRM billing. Now with the SAP CRM 4.0 Edition 2004, we can use the existing processes in SAP ERP for billing CRM service items. Service processing will still be handled within CRM, however, billing and pricing configuration within SAP ERP can now be used for CRM service.
Revenue Recognition: Many companies require that revenues are calculated according to time period. This means that the revenues must be implemented in the posting period, in which the service was carried out, and not in the posting period in which the billing document was set up. The revenue recognition function in the SAP R/3 system helps you to fulfill these requirements and separate revenue recognition from the billing process. The R/3 system offers a flexible solution to companies using various methods of revenue recognition.
© SAP AG
CR700
12-4
Logistics Integration: Business Benefits
Available with
Industry Extensions for SAP CRM 4.0
Assures that spare parts and external resources for service order processing are available at the right place and time. Allows the integration of third party service providers and suppliers Logistical Options
Spare Parts Reservation Purchase Requisition Purchase Order
External Resource
Purchase Requistion Purchase Order
Processing status of the logistical processes carried out in SAP ERP can be monitored within the document flow of the Service order. SAP AG 2004
Procurement of spare parts and external resources within the service order is initiated based on: y Item Category y Process Type y Service Organization
© SAP AG
CR700
12-5
Logistics Integration: Spare Parts
Available with
Industry Extensions for SAP CRM 4.0
Procurement Paramenters
CRM
SAP ERP Logistical Options
Item Category
Reservation
Process Type
Purchase Requisition
Service Order Spare Part Items
Service Organization
Document Flow
Purchase Order
Inbound Processing
Service Order 781231 Delivery
Reservation 2835 Purchase Requisition 443
Goods Receipt
Purchase Order 124334 Goods Receipt
SAP AG 2004
If spare parts for processing a service order are required, it has to be sure that these spare parts are available on the required date. Depending on whether the spare part is already in stock or whether it first needs to be procured or even manufactured, different logistic processes have to be carried out. The following options for procuring spare parts will now be provided: y · Reservation y · Purchase requisition y · Purchase order During the creation of the service order the user has the possibility to choose one of three options or the system makes the choice based on different parameters (e.g. Item category, process type, service organization). In Customizing, you define all the relationships and checks that the system uses to determine and execute the required logistics scenario The determination of the source of supplier takes place automatically in SAP ERP procurement, but it is also supports the assignment of the source of supplier directly from an external catalogue during the creation of the service order. This data will then be transferred into SAP ERP. After the creation of the service order it is possible to track the processing status of each individual item within the document flow. The procurement of external resources (e.g. technicians) works in a similar way, but please see next slide for details and descriptions. For details about the External Procurement, see the scenario or process description available under Gen. Documentation.
© SAP AG
CR700
12-6
Logistics Integration: External Resources
Available with
Industry Extensions for SAP CRM 4.0
Procurement Paramenters
CRM
Item Category Service External
Logistical Options Purchase Requisition
Order Resources
SAP ERP
Process Type
Service
Purchase Order
Organization
Document Flow Service Order 781231 Service Entry Sheet
Purchase Requisition 443 Purchase Order 124334
SAP AG 2004
If external resources for processing a service order are required, it has to be sure that these external resources are available on the required date. Depending on whether resources are already available or whether external resources need to be procured, different logistic processes have to be carried out. The following options for procuring external resources will now be provided: y Purchase requisition y Purchase order During the creation of the service order the user has the possibility to choose one of three options or the system makes the choice based on different parameters (e.g. item category, process type, service organization). In Customizing, you define all the relationships and checks that the system uses to determine and execute the required logistics scenario The determination of the source of supplier takes place automatically in SAP ERP procurement, but it is also supports the assignment of the source of supplier directly from an external catalogue during the creation of the service order. This data will then be transferred into SAP ERP. After the creation of the service order it is possible to track the processing status of each individual item within the document flow. For details about the External Procurement, see the scenario or process description available under Gen. Documentation.
© SAP AG
CR700
12-7
Procurement: Spare Parts & External Resources Header Document Flow
Line Item Document Flow
SAP AG 2003, Detailed View Service Contract & Entitlement Management
© SAP AG
/1
CR700
12-8
Amount Allocation: Business Benefit Available with
Billable & Non-Billable Items
Industry Extensions for SAP CRM 4.0
Several external recipients (e.g. different customers) for billable items (revenues) Several internal recipients (e.g. cost centers) for non-billable items (costs)
Advanced distribution of revenues and costs to the relevant receivers before billing Possible to define shortly before billing takes place, who should pay which expenses
Prices are often defined at a very late stage -> flexible price changes are possible Settlement information is not always known at the time of order creation Checks and corrections can be performed shortly before billing takes place
Change of billing relevance (for example, warranty, goodwill) Change of invoice recipient
A field service employee can often not decide himself, how much the customer or the insurers should pay
SAP AG 2004
Prior to the Service Industry Extensions for CRM 4.0, the process “Amount Allocation” only takes revenues into consideration. This means that it is possible to split revenues between different external recipients, but it is not possible to split costs in the same way. With the Service Industry Extensions for CRM 4.0 version, you will now be able to split the costs (non-billable). In addition, you will also be able to split revenues (billable) between internal recipients such as Internal Order. For example, that 70% of the costs can be transferred to the recipient of the warranty costs and the rest to the production facility. This is a major improvement for internal cost controlling.
For details about the Flexible Billing of Service Processes using Billing Plan, see the scenario or process description available under Gen. Documentation.
© SAP AG
CR700
12-9
Amount Allocation: Business Benefit Available with
Industry Extensions
Possibility to split items
for SAP CRM 4.0
Several external and internal recipients are possible per item Splits and rules are inherited by various items
Flexible grouping possibilities Grouping of items is possible, for example:
Customer pays completely for all materials, but only pays 50% of the expenses for services
Grouping of items can be derived from the product type
The settlement of expenses is possible at different times during the service process: Settlement is performed monthly, even if the service has not yet been completed Settlement is performed once the service has been completed Partial billing of services possible
Improved cost controlling by means of clear cost assignments SAP AG 2003, Detailed View Service Contract & Entitlement Management
© SAP AG
/1
CR700
12-10
Amount Allocation: Overview
Amount allocation allocation Billing Billing in in CRM CRM service service
Allocation Allocation of of revenue revenue and and costs costs in in ERP ERP accounting accounting
Billing Billing to to more more than than one one payer payer
More More than than one one receiver receiver of of revenues revenues and and costs costs
Splitting Splitting per per percentage, percentage, quantity quantity or or value value Splitting Splitting on on header header and and item item level level and splitting for groups and splitting for groups Late, Late, changeable changeable splitting splitting by by billing billing request request (shortly (shortly before before billing) billing)
More More types types of of receivers receivers for for revenues revenues and and costs costs Revenues Revenues and and costs costs per per CRM CRM item item and and allocation allocation per per CRM CRM item item
SAP AG 2004
© SAP AG
CR700
12-11
Amount Allocation: Document and Data Flow CRM Service order
Billing request with amount allocation
Service confirmation
Billing due list
R/3-FI/CO Profitability Profitability segment segment Customer Customer order order Internal Internal order order
Internal order (cost collector)
Cost Cost center center WBS WBS element element
SAP AG 2004
The diagram above represents the document flow and data flow for service order processing with amount allocation. The solid arrows in the diagram represent the document flow and the dashed arrows in the diagram represent the data flow. When the service order is created, if the controlling integration is turned on in CRM, an internal order is created in ERP. Within the service order, you have the opportunity to allocate billable (revenue) and non-billable (costs) amounts to different receipients, but the data is not transferred to the internal order at this point. When a follow-up service confirmation is created for the service order, the amount allocation information within the service order is transferred to the service confirmation where you can update amount allocation information. However, the amount allocation data is still not transferred to the internal order at this point. When a follow-up billing request is created for the service confirmation, the amount allocation information within the service confirmation is transferred to the Billing Request and within the Billing Request, you have your last opportunity to update the amount allocation data before the amount allocation data is sent to the ERP internal order. Once the Billing Request document is saved, the billing request document is sent on to the billing due list in CRM and the amount allocation data is transferred to the internal order in ERP and the associated receivers.
© SAP AG
CR700
12-12
Amount Allocation: One Receiver
Assumptions: confirmed quantity = 10 h, revenue = 1100 €, cost = 1000 € One receiver for revenue and cost Cost receiver is same as revenue receiver (PSG = profitability segment)
Amount Allocation Invoiced quantity
Payer
10 h 4711
Receiver type PSG
Receiver PSG for 4711
Result Percen -tage (100 %)
Revenue
Cost
1100 € 1000 €
SAP AG 2004
© SAP AG
CR700
12-13
Amount Allocation: Simple Split
Assumptions: confirmed quantity = 10 h, revenue = 1100 €, cost = 1000 € Several receivers for revenue and cost Cost receivers are the same as revenue receivers (PSG = profitability segment) Percentages for costs are calculated on a basis of invoiced quantities
Amount Allocation Invoiced Payer quantity
Receiver type
Receiver
Result Percen- Revenue tage
Cost
4 h 4711
PSG
PSG for 4711
40 %
440 €
400 €
6 h 4712
PSG
PSG for 4712
60 %
660 €
600 €
SAP AG 2004
© SAP AG
CR700
12-14
Amount Allocation: No Billing, Only Costs
Assumptions: confirmed quantity = 10 h, cost = 1000 € No revenue Costs allocated (ORD = internal order)
Amount Allocation Invoiced quantity
Payer
- -
Result
Receiver type
Receiver
Percentage
ORD
9000
costs 100 % revenue 0%
Revenue
Cost - 1000 €
SAP AG 2004
© SAP AG
CR700
12-15
Amount Allocation: Partly Billing, Complete Costs
Assumptions: confirmed quantity = 10 h, revenue = 1100 €, cost = 1000 € Invoiced quantity smaller than confirmed quantity Costs completely allocated
Amount Allocation Invoiced Payer quantity
Receiver type
Receiver
3 h 4711
PSG
5 h 4712 - -
Result Percentage
Revenue
Cost
PSG for 4711
30 %
330 €
300 €
PSG
PSG for 4712
50 %
550 €
500 €
ORD
9000
co. 20 % rev. 0 %
-
200 €
SAP AG 2004
© SAP AG
CR700
12-16
SAP ERP Billing - Current Solution Available with
Industry Extensions
Use of already established SAP ERP billing infrastructure for CRM Service processes (service contracts, service orders, confirmations)
for SAP CRM 4.0
Service initiation, planning, and execution is carried out in CRM Billing and pricing configuration within SAP ERP can be used for sales and now service Billing relevant items from CRM service orders, service contracts, and service confirmations are transferred to the SAP ERP system as a debit request where SAP ERP Billing can then be carried out CRM Service Information Provided to the SAP ERP processes:
Spare Parts & Services
Business Partners
Pricing
Billing Date
Billing Methods
SAP AG 2004
© SAP AG
CR700
12-17
SAP ERP Billing - Overview Data Transfer CRM
Service Contract
Available with
Industry Extensions for SAP CRM 4.0
Business Partners Spare Parts & Services Pricing
SAP ERP Sales Debit Request
Service Order Billing Dates Service Confirmation
Billing Methods
Document Flow
Billing
Debit Request 1000032
Billing Document
Billing Document 9000002
SAP AG 2004
Currently, it is only possible to bill service orders and service contracts in SAP CRM with the Billing Engine. However, there is also a need to bill for these objects in SAP ERP, as this constitutes a system and organizational infrastructure that is already implemented and functioning well, and should, for this reason, be used for CRM processes too. The pricing infrastructure from SAP ERP, which is already used for sales billing, can also be used for service billing. Service initiation, planning, and execution will occur in the SAP CRM system. The service orders, service contracts, and service confirmations themselves will be not replicated to SAP ERP. All billingrelevant items from service orders, service contracts, and service confirmations will be transferred to a debit request in SAP ERP. the CRM provides all information required such as business partner, spare parts and services, pricing, billing dates. In addition to that, information about billing modalities will be available. This ensures that new methods of payments will be supported: y Credit card y Cash sales / collection (encashment) For details about the Billing of Service Confirmations in R/3, see the scenario or process description available under Gen. Documentation.
© SAP AG
CR700
12-18
Service Contracts – Revenue Recognition Available with
Industry Extensions CRM now with high degree of integration into SAP ERP
for SAP CRM 4.0
Well-known revenue recognition process from SAP ERP can be addressed directly with CRM data
Distribution of revenues according to the fiscal periods
Time- and service-related revenue recognition available
Separation of revenue recognition from the billing process
Posting period of the billing document not necessarily the same as the posting period for revenue recognition
Revenue Recognition enables companies to better manage revenues across time
SAP AG 2004
Revenue Recognition: Many companies require that revenues are calculated according to time period. This means that the revenues must be implemented in the posting period, in which the service was carried out, and not in the posting period in which the billing document was set up. The revenue recognition function in the SAP R/3 system helps you to fulfill these requirements and separate revenue recognition from the billing process. The R/3 system offers a flexible solution to companies using various methods of revenue recognition.
© SAP AG
CR700
12-19
Revenue recognition for service contracts Distinguish between two different cases:
Available with
Industry Extensions for SAP CRM 4.0
Periodical billed contracts
Periods for contract invoices (scheduled in the contract-related billing plan) differ from the fiscal periods
Ö Time-related revenue recognition Ö Revenues are distributed in equal proportions in specific time periods
Target value/target quantity contracts
With service contracts it is often the case that services to be delivered are predefined by: z
Target quantity
z
Target value
The point in time or the volume of the service consumption are different
Ö Service-related revenue recognition Ö The revenues are realized on the basis of a specific event, e.g. a maintenance on-site
SAP AG 2004
Many companies require period-based accrual calculation of revenues. This means that revenue must be realized in the posting period in which the service was rendered rather than in the posting period in which the billing document was created. You can use the revenue recognition function to fullfill this requirement by separating revenue recognition from the billing process. The automatic transfer of data from business processes in SAP Customer Relationship Management (SAP CRM) Service into an SAP R/3 Enterprise internal order makes it possible for you to use the revenue recognition in SAP R/3 Enterprise. Revenue recognition controls in how much revenue is to be reported in which posting period. Revenue recognition allows you to post revenue to SAP Financial Accounting (SAP FI) independent of billing documents, which are normally posted to revenue accounts. In this way, revenues can be posted before, during, or after the actual billing. Revenues can be realized on a periodic basis or on the basis of individual events: y Standard revenue realization means that billing documents are posted directly to a revenue account. This type of posting occurs without a revenue recognition process. y Time-based (periodic) revenue recognition means that the revenue of a sale is distributed and posted evenly over the entire contract term. For this process, the billing document is posted to an accruals account first and the revenues are transferred to the revenue accounts in a second step. y Service-related revenue recognition (value/quantity contract with target quantity) means that the revenue is realized according to an event such as a service confirmation or a service order. Once again, the billing document is posted to an accruals account first and the revenues are transferred to the revenue accounts in a second step.
© SAP AG
CR700
12-20
Revenue recognition for service contracts Periodical billed contracts
Time-related revenue recognition
Data of a service contract which has be transferred to SAP ERP for revenue recognition:
Receivable Customer invoice
Service document
Start/End date Billing plan
12000
Accrued revenue
Revenue recognition process
The data will be stored corresponding to the existing internal order
1000 1000 …. ….
12000
Revenue
5
6
7
4
1
2
8
9 10 11
3
12 13 14 15 16 17 18 19 20 21 22 23 24 25
1000 1000 …. ….
26 27 28 29 30
SAP AG 2004
Example of a time-related revenue recognition: You agree a contract with the customer and invoice the customer for the product with the help of a periodic billing plan. The contract covers 12 periods and an amount of 12000. This means over 12 periods there is 1000 per contract period. Service Contracts are often used as periodical billed contracts However, the point in time of the service consumption is different. It can also be that the periods for contract invoices scheduled in the contract-related billing plan differ from the fiscal periods, for example, the contract invoices will be triggered quarterly and the fiscal periods are defined monthly. In this case, the costs and the corresponding revenues accrue in different portions and in different periods of the fiscal year. This results in an unbalanced periodical result. Based on the following data of the service contract, it will be possible to transfer the data for the revenue recognition into SAP ERP: y Contract Start date y Contract End date y Billing plan: sum of billing request items y The following values are calculated in SAP ERP: - Accrual quantity per posting period in percent (degree of revenue recognition) = 100 / number of posting periods. - Realized revenue per period = Accrual quantity per posting period in percent * Planned revenue - The planned revenue is equal to the sum of the billing request items.
© SAP AG
CR700
12-21
Revenue recognition for service contracts Target value/target quantity contracts Data of a service contract which has be transferred to SAP ERP for revenue recognition:
Service-related revenue recognition Receivable Service Contract 15000
Customer invoice 15000
Start/End date Billing plan
15000
Target quantity/value
The data will be stored corresponding to the existing internal order
Accrued revenue Service order 9000
Service 3000
Revenue recognition process
15000 3000 600 Revenue
Product delivery 600
3000 600
SAP AG 2004
Example of service-related revenue recognition: You agree a service contract with a customer and the whole amount is invoiced at the beginning of the contract’s validity. You can however only carry out recognitions if the agreed services are actually carried out. If the whole contract amounts to 15000 and the value of each individual service 3000, each time you carry out a service, the value is 3000. If you carry out the service once, the remaining 12000 counts as credit on a deferred revenue account, until you have carried out the remaining services. Service contracts are often created as value/quantity contracts. So they contain: y Target quantity y Target value However, the volume of the service consumption is different. So the costs and revenues must not be in the same fiscal period. To avoid this and get a balanced periodical result you can use the Revenue Recognition. Based on the following data of the service contract, it will be possible to transfer the data for the revenue recognition into SAP ERP: y Target value from the service contract items y Contract Start and Contract End dates y Release values from Service Orders y The following values are calculated in SAP ERP: y Accrual quantity per posting period in percent (degree of revenue recognition) = Release value per posting period / target value * 100 y Realized revenue per period = Accrual quantity per posting period in percent * Planned Revenue The planned revenue is equal to the target value.
© SAP AG
CR700
12-22
Revenue recognition for service contracts CRM Service planning and processing
SAP ERP Financials
Service contract
Internal order
Service contract item • Start date • End date • Target value/quantity • Billing plan Service order (contract related) Service order item Service confirmation (contract related) Service confirm. item
Actual costs Actual revenues
Accounts receivable
Deferred revenue Methods for profitability analysis to evaluate…
Requested values/ quantities Used resources: spare parts, services, expenses, …
Contract related information/rules for revenue recognition
Unbilled receivables
Revenue
Billing Invoicing of billing-relevant service items
SAP AG 2004
Revenue recognition involves various components: SAP CRM for creating the service contract, service order, and service confirmation. SAP CO for generating the internal orders associated with the CRM documents. SAP FI for posting to general ledger accounts The data flow between the two systems is illustrated as shown in the slide. The data will be stored corresponding to the existing internal order. Predefined methods of the resultsanalyses support the evaluation of the realized revenue and allow posting of the contract values in the balance sheet according to different general ledger accounts: y Accounts receivable y Deferred revenues y Unbilled receivables y Revenue
© SAP AG
CR700
12-23
Further Information Î
SAP websites: SAP Public Web: http://www.sap.com/solutions/crm SAP Marketplace: http://service.sap.com/crm-service Documentation & Glossary: http://help.sap.com
SAP AG 2003, Detailed View Service Contract & Entitlement Management
© SAP AG
/1
CR700
12-24
