CR700 en Col92 Decry

CR700 CRM Service SAP CRM

Date Training Center Instructors Education Website

Participant Handbook Course Version: 92 Course Duration: 5 Days Material Number: 50093317

An SAP course - use it to learn, reference it for work

Copyright Copyright © 2009 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. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.

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About This Handbook This handbook is intended to complement the instructor-led presentation of this course, and serve as a source of reference. It is not suitable for self-study.

Typographic Conventions American English is the standard used in this handbook. The following typographic conventions are also used. Type Style

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Example text

Emphasized words or phrases in body text, titles of graphics, and tables

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© 2009 SAP AG. All rights reserved.

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About This Handbook

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Icons in Body Text The following icons are used in this handbook. Icon

Meaning For more information, tips, or background Note or further explanation of previous point Exception or caution Procedures

Indicates that the item is displayed in the instructor's presentation.

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Contents Course Overview ......................................................... vii Course Goals ...........................................................vii Course Objectives .....................................................vii

Unit 1: Overview of CRM Service ...................................... 1 Overview of CRM Service .............................................2

Unit 2: Installed Base Management and Objects ................. 17 Installed Base Management ......................................... 18 Objects ................................................................. 38 Data Exchange of Technical Objects ............................... 51

Unit 3: Service Agreements and Service Contracts ............. 69 Service Agreements .................................................. 70 Service Contracts ..................................................... 79

Unit 4: Service Plans ................................................... 123 Service Plans .........................................................124 Service Plan Simulation .............................................134

Unit 5: Service Order Management ................................. 149 Service Order.........................................................151 Resource Planning...................................................184 Service Confirmation ................................................217 Amount Allocation....................................................240 Service Billing ........................................................246 Service Controlling Integration .....................................258

Unit 6: Complaints and Returns ..................................... 285 Complaints and Returns Processing ..............................286 Complaints and Returns Customizing.............................306

Unit 7: In-House Repair................................................ 325 In-House Repair Processing........................................326 In-House Repair Customizing ......................................353

Unit 8: Warranty Claims ............................................... 365 Warranty Claims Processing .......................................366

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Warranty Claims Customizing ......................................388

Unit 9: IT Service Management ...................................... 393 IT Service Management Overview.................................394 Service Requests, Master Requests, Incidents and Problems 402 Knowledge Article and Request for Change .....................417 Additional Topics in IT Service Management.....................429

Index ....................................................................... 443

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Course Overview This course introduces standard CRM service processes and functions. Both the application and the configuration of CRM Service features will be introduced in this course.

Target Audience This course is intended for the following audiences: • •

Customers, partners and SAP consultants involved in a SAP CRM Service or related project Customers and partners who want to get a detailed knowledge of CRM Service features and functions.

Course Prerequisites Required Knowledge •

This course requires knowledge of CRM Customizing fundamentals (course CR100)

Recommended Knowledge • •

Courses CR580 to gain knowledge of how to configure the User Interface Course CR410 to gain knowledge of Interaction Center functions.

Course Goals This course will prepare you to: •

Gain a deeper knowledge of the general CRM Service functions. Note: The course will NOT focus on Field Applications, CRM Web Channel, CRM Interaction Center functionality.

Course Objectives After completing this course, you will be able to: • • •

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Configure and maintain installed bases and objects Explain and configure contract-related service transactions like Service Agreements, Service Contracts and Service Plans Understand the concept of service order processing and the relevant customizing.


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Course Overview

• •

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Explain and set up different complaint documents like Complaint, Return, In-House Repair and Warranty Claim Understand the main aspects of IT Service Management scenarios


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Unit 1 Overview of CRM Service Unit Overview Unit Objectives After completing this unit, you will be able to: • •

Present an overview of CRM Service Describe the different CRM Channels and how they are linked to CRM Service.

Unit Contents Lesson: Overview of CRM Service ..............................................2 Exercise 1: Starting the CRM WebClient UI ...............................9

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Unit 1: Overview of CRM Service

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Lesson: Overview of CRM Service Lesson Overview This lesson gives a brief overview of CRM Service functions within the context of the SAP CRM solution.

Lesson Objectives After completing this lesson, you will be able to: • •

Present an overview of CRM Service Describe the different CRM Channels and how they are linked to CRM Service.

Business Example Your enterprise has selected SAP CRM as its customer relationship management solution. You would like to become familiar with the CRM Service functionality.

Figure 1: SAP CRM and Service Overview

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Lesson: Overview of CRM Service

SAP CRM 7.0 offers several functions and channels. •

Channels: – – – –

•

Partner Channel Management (for example, partner management) Field Applications (mobile or offline devices for field agents) Interaction Center WebClient with telephony and e-mail integration) Web Channel (Web-enabled sales and service functions).

Functions: – – –

Marketing (for example, campaign management) Sales (for example, opportunity management) Service (for example, service order management).

Figure 2: CRM WebClient User Interface

The slide shows the WebClient User Interface (WebClient UI) of a user working with the standard role of a Service Professional (SERVICEPRO). Maintenance of service related master data and service documents like service orders is done via the CRM WebClient UI. In SAP GUI only administrative tasks are performed. Besides the WebClient UI there are other channels that allow to execute service functions. The next slides will give a brief overview over those channels and the functions therein.

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Figure 3: Interaction Center WebClient - Service

The slide shows the Interaction Center Web Client User Interface. The Interaction Center (IC) WebClient is a thin-client, highly-optimized desktop application for interaction center agents. It provides a framework for processing IC WebClient functions.

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Interaction Center WebClient – Service Features •

Service Order Management Allows agents to perform deep technical analysis of a reported technical problem including multi-level categorization, and assign the correct services and spare parts.

•

Service Ticket Management Allows agents to report any service request and perform end-to-end service support within defined Service Levels.

•

Complaint Management Enables the agent to quickly and efficiently create complaints related to a reference document or object and fulfill the follow-on task, such as creation of credit memos or returns.

•

Case management Allows agent to easily cluster reported issues in tickets and orders (of the same issue type), within one case. The agent can assign a ticket or order to an existing case or create a new case.

•

Product Registration Allows agents to quickly search and maintain Installed Bases. Allows agents to quickly search, maintain or create Objects.

•

Knowledge search Allows agent to quickly identify solutions to known problems, and helps agents to resolve service issues faster, often on the first call.

There are more features within IC WebClient, e.g. • • • • • • • • • •

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Account Identification Account Overview Interaction Record and Interaction History Interactive Scripting Call Lists Management; Campaigns Leads Product Search Agent Inbox Alerts E-Mail / Chat.


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Figure 4: Mobile Service Features

The SAP CRM Mobile Service application is designed to meet the needs of the field service force. This application runs on mobile clients in the offline mode. Using this application, service representatives can manage the service life cycle (creating service orders, creating complaints, and reporting confirmations) efficiently. Service employees also have offline access to essential data, such business partners and products, on their mobile clients.

Figure 5: CRM Web Channel - Internet Customer Self-Service

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Internet Customer Self-Service (ICSS) is a Web-based application to support business-to-business (B2B) and business-to-consumer (B2C) scenarios. Both scenarios are designed to help you reduce interaction costs and increase customer satisfaction. ICSS provides your customers with a personalized self-help environment where they can manage product-relevant information which are described on the next slide. Internet Customer Self-Service Features •

Account Self-Service

•

– Register an account and maintain personal data – Password Management Knowledge Management

•

– Frequently Asked Questions – Solution Search Contact Us Function

•

– Send a comment – Live Web Collaboration Product Registration

•

– Register purchased products Request Management

•

– Service request – Complaints and Returns Installed Base Management –

Display and maintenance of Installed Base information.

This slide gives a brief overview of the standard Internet Customer Self-Service functions that are part of the CRM Web Channel solution.

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Figure 6: Partner Channel Management - Service

This slide gives a brief overview of the service specific functions available within the CRM Partner Channel Management solution.

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Exercise 1: Starting the CRM WebClient UI Exercise Objectives After completing this exercise, you will be able to: • Gather information using the CRM WebClient UI

Business Example You want to familiarize yourself with the CRM WebClient User Interface. You log on to the WebClient UI with a predefined user and open the business role of a Service Professional (SERVICEPRO).

Task 1: Log on to the SAP CRM system using SAP GUI and do some preparation steps which will allow you to start the CRM WebClient UI. Although it is possible to start it using transaction code CRM_UI, you create a specific favorite, giving you additional options. 1.

Add a Favorite to your SAP Easy Access Menu. Choose BSP Application CRM_UI_START with Description CRM WebClient UI and choose Start Page default.htm.

2.

Call the CRM WebClient UI with your newly created Favorite. Use the same user / password combination than before. Choose Business Role Service Professional (SERVICEPRO). Hint: Due to predefined and multiple assignments in the organizational model this user is assigned to several so called Business Roles.

3.

In the general Personalization of the WebClient UI change the Layout to Signature Design. Observe other personalization options.

Task 2: Searching for an Installed Base of one of your customers and personalize the CRM WebClient UI. 1.

In the Accounts & Products work center find an installed base of your customer ##Megastore using the Search For Header Using Partner Data. Continued on next page

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What is the External ID of the customers installed base? Hint: ##Megastore is the Name of the customer. 2.

Create a Saved Search ##IB which allows you to easily retrieve this information again.

3.

Use the hyperlink in order to display the details of the installed base. Click on the hyperlink IBase ID. Observe the hierarchy structure on the left hand side and the displayed assignment blocks on the right. Use the personalization option (pencil icon) to display more assignment blocks both for the installed base header and installed base components. a) Include the assignment block Service Contracts to the installed base header details. b) Include the assignment blocks Counters, Warranties, Qualification Requirements and Service Transactions to the installed base component details.

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Solution 1: Starting the CRM WebClient UI Task 1: Log on to the SAP CRM system using SAP GUI and do some preparation steps which will allow you to start the CRM WebClient UI. Although it is possible to start it using transaction code CRM_UI, you create a specific favorite, giving you additional options. 1.

Add a Favorite to your SAP Easy Access Menu. Choose BSP Application CRM_UI_START with Description CRM WebClient UI and choose Start Page default.htm. a)

Choose Favorites → Add other objects. Choose BSP Application.

2.

BSP Applicat.:

CRM_UI_START

Description:

CRM WebClient UI

Start Page:

default.htm (F4-Help available)

Call the CRM WebClient UI with your newly created Favorite. Use the same user / password combination than before. Choose Business Role Service Professional (SERVICEPRO). Hint: Due to predefined and multiple assignments in the organizational model this user is assigned to several so called Business Roles. a)

Call the CRM WebClient UI with your newly created Favorite. Double-click the Favorite CRM WebClient UI that you created before. Use the same user / password combination than before. Choose Service Professional.

3.

In the general Personalization of the WebClient UI change the Layout to Signature Design.

Continued on next page

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Observe other personalization options. a)

In the general Personalization of the WebClient UI change the Layout to Signature Design. In the top right corner choose Personalize. Choose Personalize Layout. Skin: Signature Design. Choose Save. Observe other personalization options. Optionally open more personalization options, e.g. Personalize My Data or Personalize Navigation Bar.

Task 2: Searching for an Installed Base of one of your customers and personalize the CRM WebClient UI. 1.

In the Accounts & Products work center find an installed base of your customer ##Megastore using the Search For Header Using Partner Data. What is the External ID of the customers installed base? Hint: ##Megastore is the Name of the customer. a)

From the navigation bar choose Accounts & Products. Choose Search → Installed Bases. Search For: Header Using Partner Data Use the input help of field Partner ID. Name 1 / Last Name: ##Megastore. Choose Search. What is the External ID of the customers installed base? The External ID is ##MEGASTORE.


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2.

Create a Saved Search ##IB which allows you to easily retrieve this information again. a)

Save Search As: ##IB. Choose Save. Hint: The Saved Search is available on the page Home and in the corresponding drop-down list box in the upper right corner of the WebClient UI session. Choose Go to run the saved search.

3.

Use the hyperlink in order to display the details of the installed base. Click on the hyperlink IBase ID. Observe the hierarchy structure on the left hand side and the displayed assignment blocks on the right. Use the personalization option (pencil icon) to display more assignment blocks both for the installed base header and installed base components. a) Include the assignment block Service Contracts to the installed base header details.


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b) Include the assignment blocks Counters, Warranties, Qualification Requirements and Service Transactions to the installed base component details. a)

Use the hyperlink in order to display the details of the installed base. Observe the hierarchy structure on the left hand side and the displayed assignment blocks on the right. Use the personalization option to display more assignment blocks both for the installed base header and installed base components. a) Include the assignment block Service Contracts to the installed base header details Choose Personalize. Mark the Available Assignment Block Service Contracts and move it to the Displayed Assignment Blocks. Choose Save. b) Include the assignment blocks Counters, Warranties, Qualification Requirements and Service Transactions to the installed base component details. In the hierarchy structure on the left click on one of the installed base components. Choose Personalize. Mark the Available Assignment Blocks Counters, Warranties, Qualification Requirements and Service Transactions and move it to the Displayed Assignment Blocks. Choose Save.

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Lesson Summary You should now be able to: • Present an overview of CRM Service • Describe the different CRM Channels and how they are linked to CRM Service.

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Unit Summary

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Unit Summary You should now be able to: • Present an overview of CRM Service • Describe the different CRM Channels and how they are linked to CRM Service.

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Unit 2 Installed Base Management and Objects Unit Overview This unit introduces CRM Service specific master data, installed bases and objects. Also data exchange options between SAP ERP and SAP CRM are presented. Especially the equipment download will be explained in more detail.

Unit Objectives After completing this unit, you will be able to: • • • • • • • • •

Explain the concept of installed bases Create and work with an installed base Understand the basic customizing settings for installed bases Explain the concept of Objects Configure Objects Describe the data exchange of technical objects between SAP ERP and SAP CRM Understand the Equipment Download Understand the Download of Functional Locations Create an Equipment in SAP ERP

Unit Contents Lesson: Installed Base Management ......................................... 18 Exercise 2: Installed Base Maintenance ................................. 29 Lesson: Objects .................................................................. 38 Exercise 3: Objects ......................................................... 47 Lesson: Data Exchange of Technical Objects ............................... 51 Exercise 4: Equipment Download ......................................... 61

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Unit 2: Installed Base Management and Objects

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Lesson: Installed Base Management Lesson Overview Installed base management in SAP Customer Relationship Management enables the representation of objects installed at your customer’s site for which a service is offered. This lesson introduces the basic features of installed bases and also related configuration settings.

Lesson Objectives After completing this lesson, you will be able to: • • •

Explain the concept of installed bases Create and work with an installed base Understand the basic customizing settings for installed bases

Business Example Your customers have technical objects for which services must be performed.

Installed Base Installed base management in SAP Customer Relationship Management (SAP CRM) enables the representation of objects installed at your customer’s site (such as devices, machines, software, and so on) for which a service is offered. It can also be used to manage objects used internally. Installed base management is available in the following channels: CRM WebClient UI, mobile service, and CRM Web Channel (Internet Customer Self Service).

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Lesson: Installed Base Management

Figure 7: Example of an Installed Base

An installed base can be described as a multilevel structure of installed base components for managing objects that are installed (or are going to be installed) on-site at the customer's site, such as devices, machines, or software. An installed base can be the reference basis for services. An installed base describes the hierarchical structure of these objects and their individual parts (components).

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You can use different types of components within Installed Bases: •

Product components You can assign an existing product to an installed base as a component. General information is displayed for this product.

•

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

•

An Installed Base as a component of another installed base. You can incorporate one installed base into another installed base as a component. However, this just means making a reference to that installed base. It would also be possible, for example, to group all installed bases for a customer under a new, higher-level installed base.

•

Objects An object can only be assigned to one installed base component; therefore, objects may not be copied.

•

Structure Gap Structure gaps are used to keep knowledge about the characteristic and the place in a structure of an installed base component, even if the component is dismantled for exchange, repair, or maintenance.

•

Customer-specific component types. Customer-specific component types are, for example, cars, washing machines, telephones, and so on. These can be grouped in object families. Hint: As of SAP CRM 7.0 you can control user authorization for displaying, changing, and creating installed bases. The new authorization object is CRM_IBASE. For each user, you can determine authorization depending on the following: The authorization group assigned to an installed base. You define authorization groups in Customizing. The new field Authoriz. Group is available on the Installed Base page, in the General Data block. The installed base category

You can mix all component types in any way within one structure.

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Figure 8: Installed Base Header - Details

An installed base is displayed as a tree structure. An installed base always has an internal ID number assigned by the system. You can also enter an External ID and a Description. The installed base header can contain dependent information like related business partners, service documents like contracts or service orders as well as qualification requirements which are useful in the context of resource planning. Service level are both service profile and response profile and are especially used in the IT Service Management Scenario. To define customer specific installed base categories choose IMG activity SAP Customizing Implementation Guide → Customer Relationship Management → Master Data → Installed Base → Installed Base Category → Define Installed Base Category and Installation Rules To be able to maintain Parties Involved assign a partner determination procedure to an installed base category. Choose IMG activity SAP Customizing Implementation Guide → Customer Relationship Management → Master Data → Installed Base → Assign Partner Determination Procedure to Installed Base Category

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Figure 9: Installed Base Components

Installed base components are individual elements of an installed base at the customer site that contain service-relevant information and can be referred to in business processes. An object becomes a component of this installed base by being included in an installed base structure. In addition to direct use for individual service processes with the customer, installed base data also forms the basis for additional evaluations, such as activities covered by service contracts and statistics. Qualification requirements are maintained within a qualification catalogue. It is possible to maintain a minimum, a maximum, an optimum and a mandatory qualification.

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Figure 10: Inheritance of Partners and Addresses

The installed base partner and address inheritance is purely logical. This means that inherited partner and address information is not visible on component level but searching for components using according partner or address data works properly. Successful searches are for example important within Interaction Center WebClient during account identification. Inheritance of partner and addresses can be activated in customizing per installed base category. Choose IMG activity SAP Customizing Implementation Guide → Customer Relationship Management → Master Data → Installed Base → Installed Base Category → Activate Partner and Address Inheritance

Counters Counters can be used to measure usage or wear and tear on an object. A counter describes the characteristics of a physical measuring device, such as a counter on a photocopier.

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Figure 11: Counters

The following counter types are available: • • •

Backward counter Forward counter Measuring point (for measurements that can increase and decrease)

When you create a counter, you specify characteristics such as the measurement purpose of the counter, the unit of measure, minimum and maximum values, and the overflow value. You can use counters to: • • •

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record service histories (for example, recording the mileage during the technical inspection of a car) record energy consumption (for example, household gas or electricity readings) assess warranty claims based on consumption (for example, a car warranty is only valid for the first 30,000 miles)


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Figure 12: Counter Assignment

You can create counters independently of objects, using the Counter application. You can also create counters or assign existing counters in the master data of the installed base component. You can assign existing counters in the master data of the product or object to which the counter relates. Hint: You can assign multiple counters to each installed base component, product, or object. However, you can assign each counter to only one of these. It is possible to enter readings for counters directly in service transactions, for example within the service order or service confirmation. Therefore you can retrieve the counters that are assigned to the reference object in your service transaction. To be able to maintain counters and readings in business transactions, set the Activate Counter indicator either on transaction type - or item category level (transaction category Service Process). When you enter a reading, it is automatically assigned a unique number from the number range defined in Customizing. When you save a reading, the system validates it using a standard or customer-defined validation check. You can cancel counter readings and reactivate canceled readings. Counter overflow indicates the value when the counter is reset to a defined value (usually to zero), assuming it is a forward counter. A backward counter resets to the overflow value when it reaches a defined value (usually when it reaches zero). Minimum counter value and maximum counter value: Minimum value and maximum value allowed for this counter. The behavior is different for a measuring point (indicator) or a counter.

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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, it is assumed that a rollover has occurred and the overall value is increased accordingly. Planned counter value is 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. Counter customizing can be found under SAP Customizing Implementation Guide → Customer Relationship Management → Master Data → Counters and Readings

Warranties

Figure 13: Warranty Definition

To be able to maintain warranties, they must be created in the system as products. You have defined warranty categories. For more information, go to Customizing for Customer Relationship Management and choose Master Data → Products → Special Settings for Warranties → Define Warranties The following information can be maintained within a warranty master: • • •

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Warranty Start- and End Date Coverage terms for parts, labor, and travel Influence of pricing and financial management by means of an accounting indicator.


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Figure 14: Warranty Assignment

In installed base management, you can assign warranties to products, installed base components, or objects. When you create a business transaction in service, such as a service confirmation, complaint, or service order, the system automatically checks whether valid warranty information is available for the reference object of the transaction, and whether claims on warranty services are justified. With SAP CRM 7.0 there is a new functionality called automatic triggering of warranty start. After a service employee installs a new object, he or she creates a service confirmation. In the service confirmation at item level, the service employee enters, among other things, the date with Date Type Installed On, and one or more reference objects that he or she marks as installed. After the service employee changes the status of the confirmation to Completed and saves the confirmation, the system creates a warranty for each reference object, provided that the following prerequisites are met: Installed On date is set Object is installed (corresponding value in field Installation/Dismantle in assignment block Reference Objects) There is no customer warranty for the reference object yet The system uses the reference product that is assigned to the reference object to determine the appropriate customer warranty. Then the system assigns the reference object to all customer warranties that are valid on the installation date in the service confirmation. The system sets the Warranty Start date of the customer warranty to the same date as the Installed On date.

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Exercise 2: Installed Base Maintenance Exercise Objectives After completing this exercise, you will be able to: • Create an installed base with several components • Create an installed base category with basic Customizing settings

Business Example You provide service for different kinds of technical objects for your customers. Therefore, you need to maintain installed bases in CRM and become familiar with the functions available.

Task 1: Create an installed base for customer ##Megastore and enter different components. 1.

Create an installed base of category 01 (Installed Base) and enter the following data: External ID: ##HighTech Description: ##High Tech

2.

Assign the partner ##Megastore with partner function Sold-to Party to the installed base.

3.

Enter two text components, Computer and Copier.

4.

Below the text component Computer, enter product HT-1010 with quantity 1 PC. Assign warranty WP_001 with warranty start data today to the notebook.

5.

Below the text component Copier create two object components. Enter the following: Object Family:

Equipment

Category ID

UBB Equipment

Object ID:

CM##01

Description:

Copier 1

Create a corresponding second entry with Object ID CM##02 and Description Copier 2 Continued on next page

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Save the installed base and write down the number: ___________________

Task 2: Perform basic customizing of installed bases. 1.

Create a new installed base category, Installed Base ##, by copying the standard entry 01 with all dependant entries. Choose the ID from the table below. Group Number

Installed Base Category

Group Number


01

ZA

10

ZJ

02

ZB

11

ZK

03

ZC

12

ZL

04

ZD

13

ZM

05

ZE

14

ZN

06

ZF

15

ZO

07

ZG

16

ZP

08

ZH

17

ZQ

09

ZI

18

ZR

Only allow components of types Product, Text, and CRM Individual Object to be assigned to installed bases of your new type. Remove all other components. 2.

Assign partner determination procedure 00000032 to your newly created installed base category.

3.

Activate (logical) partner and address inheritance.

4.

Test your new installed base category and create an installed base. Choose Test IB## as External ID and Description. Assign Sold-To Party ##Megastore to the installed base header and add one product component. Choose product ID HT-1000. Save the installed base. ____________________ Test the (logical) partner inheritance feature by searching for installed base components with partner (number of ##Megastore).

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Solution 2: Installed Base Maintenance Task 1: Create an installed base for customer ##Megastore and enter different components. 1.

Create an installed base of category 01 (Installed Base) and enter the following data: External ID: ##HighTech Description: ##High Tech a)

Log on to the CRM WebClient UI and choose Business Role Service Professional (SERVICEPRO). Choose Accounts & Products. Choose Create → Installed Base.

2.

01

External ID:

##HighTech

Description:

##High Tech

Assign the partner ##Megastore with partner function Sold-to Party to the installed base. a)

3.

IBase Category

In the Assignment Block Parties Involved, choose Insert. Function:

Sold-to party

ID:

Enter two text components, Computer and Copier. a)

In the Assignment Block Text Components, choose New. Text: Computer Choose New again. Text: Copier

4.

Below the text component Computer, enter product HT-1010 with quantity 1 PC.


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Assign warranty WP_001 with warranty start data today to the notebook. a)

Below the text component Computer, enter product HT-1010 with quantity 1 PC. In the structure tree on the left select the installed base component Computer. In the Assignment Block Product Components area choose New. Product ID:

HT-1010

Quantity/Unit:

1 PC

In the structure tree select the product component. In the Assignment Block Warranties choose Insert Warranty: WP_001. Choose ENTER and observe that the warranty is valid for two years starting today. 5.

Below the text component Copier create two object components. Enter the following: Object Family:

Equipment

Category ID

UBB Equipment

Object ID:

CM##01

Description:

Copier 1

Create a corresponding second entry with Object ID CM##02 and Description Copier 2 Save the installed base and write down the number:


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___________________ a)

Below the text component Copier, enter two objects. Enter the following: In the structure tree on the left select the installed base component Copier. In the Assignment Block Object Components choose Create New Object. Object Family:

Equipment

Category ID

Equipments

Object ID:

CM##01

Description:

Copier 1

Press Enter and choose Create Object. In the Assignment Block Object Components choose Create New Object. Object Family:

Equipment

Category ID

Equipments

Object ID:

CM##02

Description:

Copier 2

Press Enter and choose Create Object. Save your installed base and log off the CRM WebClient UI.

Task 2: Perform basic customizing of installed bases. 1.

Create a new installed base category, Installed Base ##, by copying the standard entry 01 with all dependant entries. Choose the ID from the table below. Group Number


Group Number


01

ZA

10

ZJ

02

ZB

11

ZK

03

ZC

12

ZL Continued on next page

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Group Number


Group Number


04

ZD

13

ZM

05

ZE

14

ZN

06

ZF

15

ZO

07

ZG

16

ZP

08

ZH

17

ZQ

09

ZI

18

ZR

Only allow components of types Product, Text, and CRM Individual Object to be assigned to installed bases of your new type. Remove all other components. a)

SAP GUI: SAP Menu → Architecture and Technology → Configuration → Customizing. Choose SAP Reference IMG. SAP Implementation Guide → Customer Relationship Management → Master Data → Installed Base → Installed Base Category → Define Installed Base Category and Installation Rules. Select entry 01 and choose Copy As.... IBase Category:

Type Description:

Installed Base ##

Choose ENTER and confirm the dialog box with copy all. Confirm and save the data. Select your newly created installed base category and, in the structure tree on the left, double-click Permitted Components. Select the entries 0016 (IBase as Component), 0031 (CRM Structure Gap) and 9990 (Screen Control Installed Base) and choose Delete. Save the data.


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2.

Assign partner determination procedure 00000032 to your newly created installed base category. a)

SAP Implementation Guide → Customer Relationship Management → Master Data → Installed Base → Assign Partner Determination Procedure to Installed Base Category. Select the entry with IBase Category 01 and choose Copy As.... IBase Category: Save the data.

3.

Activate (logical) partner and address inheritance. a)

SAP Implementation Guide → Customer Relationship Management → Master Data → Installed Base → Installed Base Category → Activate Partner and Address Inheritance. Choose New Entries. IBase Category:

PInherit.:

check the flag

AdrInherit:

check the flag

Save the data. 4.

Test your new installed base category and create an installed base. Choose Test IB## as External ID and Description. Assign Sold-To Party ##Megastore to the installed base header and add one product component. Choose product ID HT-1000. Save the installed base. ____________________


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Test the (logical) partner inheritance feature by searching for installed base components with partner (number of ##Megastore). a)

Log on to the CRM WebClient UI and choose Business Role Service Professional. Choose Accounts & Products. Choose Create → Installed Base. IBase Category

External ID:

Test IB##

Description:

Test IB##

Assign Sold-To Party ##Megastore to the installed base header and add one component of type Product. Choose product ID HT-1000. In the Assignment Block Parties Involved, choose Insert. Function:

Sold-to party

ID:

In the Assignment Block Product Components, choose New. Product ID:

HT-1000

Press Enter In the structure tree on the left, select the Notebook Basic 15. In the Assignment Block Parties Involved observe that no partner ID is visible. Save the installed base. Note the number of the component ID. Choose Accounts & Products. Choose Search → Installed Bases. Search For Component Using Partner Data. Partner ID:

Choose Search. The component is found!

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Lesson Summary You should now be able to: • Explain the concept of installed bases • Create and work with an installed base • Understand the basic customizing settings for installed bases

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Lesson: Objects Lesson Overview This lesson introduces CRM Objects, formerly known as Individual Objects which can be used to represent globally unique tangible or intangible objects that a company sell or provide services for. It can also be used to represent ERP master data like equipments.


Explain the concept of Objects Configure Objects Describe the data exchange of technical objects between SAP ERP and SAP CRM

Business Example Within your CRM service processes you would like to use objects representing specific and unique entities and serialized products.

Objects An Object is a globally unique tangible or intangible object that a company sells or provides services for.

Figure 15: Objects

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Lesson: Objects

An object is a globally unique tangible or intangible object that a company sells or provides services for. It is often a specific single unit derived from a product. Unlike a product, however, an object can be uniquely identified. This means that although there may be similar objects, at least one attribute describing the object is different. This is generally its identification. A car, for example, has its own specific number plate. Objects constitute unique entities and serve as a central reference for business transactions between a company and another party. They can be objects a company sells or provides services for. A supplier of electricity, for example, can describe the location to which electricity is delivered using objects such as “building” and “apartment”. Objects are integrated in the product master and provide you with the tools to create the data you require on the objects used in your business processes and track their use within these processes. The product master provides a central source from which object-specific data can be retrieved. Object data includes the information required for specific business processes (such as customer inquiries, sales orders, service processes, contracts), and other basic data that essentially describes and categorizes the object. It is possible to use Alternative IDs for objects, for example, a VIN or self-defined identifiers Objects can be created with or without reference to a product. When creating an object with reference to a product, data that is generally specific to an object, such as serial number, date and place of purchase, is created for each object separately, whereas data that is likely to be shared by a large number of objects, such as manufacturer or model, can be reused (from reference product).

Figure 16: Installed Base: Product vs. Object

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The product contains general information about the goods or services it describes. However, it cannot make a statement about individual objects that could possibly exist for the product. Individual data that is valid for exactly one object is stored in the object. That means that an object is generally identified by a number, fixed relationship, or description. For example: • •

•

ID number: A computer monitor with the manufacturer's serial number 123ZGK654 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 actually service or sales process objects.

You can categorize 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 objects as individual fields. Each object belongs to an object family: • •

Settings made at the object family level determine which fields can be maintained for the objects. All other settings related to objects are also made at the object-family level.

Figure 17: Object Fact Sheet

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Lesson: Objects

The object fact sheet gives a summarized overview of all relevant data regarding a customers service objects. The following assignments blocks are delivered: • • • • • • •

• • •

Header: Object Details Displays basic object data, contact data including function, and location details. Parties Involved: Lists all partners together with their functions for the object concerned. Open Product Service Letter Items: Displays the product service letter items and product service letters available for the object. Cases: Lists the cases which have been created for the object concerned. Service Contracts: Displays the service contract items and related service contracts for the object concerned. Open Service Items: Displays any open service items for the objects. Only those items from documents that do not contain any errors and that have been released are displayed. Last Closed Service Orders: The last n service orders that have been given the status “Completed”. Counters and Readings: Displays all available counters and readings for the object. Warranties: Displays all available warranties for the object. The object fact sheet can be adapted.

The IMG documentation Define Object Families gives a detailed, step-by-step description of how to customize objects.

Defining customer-specific Objects The following slides describe necessary steps to define a customer-specific Object.

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Figure 18: Step 1: Define Object Family

Choose SAP Customizing Implementation Guide → Cross-Application Components → SAP Product → Objects → Define Object Families to define a new Object Family. This IMG documentation contains more detailed information on the different steps mentioned in this procedure. Some of the steps refer to the basic setup of Products in SAP CRM and the general extensibility of Products.

Figure 19: Step 2/3: Maintain Attributes and Set Types

The concept of Attributes and Set Types is introduced in course CR100 (CRM Customizing Fundamentals).

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Lesson: Objects

Choose CRM SAP GUI menu Master Data → Products → Maintain Set Types and Attributes to define Attributes and Set Types.

Figure 20: Step 4: Maintain the Product Hierarchy and Assign Object Family/Set Types

The concept of Product Hierarchies is introduced in course CR100 (CRM Customizing Fundamentals). Product Hierarchies are maintained via CRM WebClient UI. For test purposes you can choose CRM SAP GUI transaction COMM_HIERARCHY to maintain Product Hierarchies and Product Categories. It is important to maintain both Set Types and Relationships in order to work with those kind of objects properly. If you, for example, forget to assign a partner determination procedure, no parties involved can be maintained directly in the object. For maintaining partners it is also a prerequisite to assign the relationship category Partners for Product/Individual Object. The relationship Reference Product for Individual Object is relevant once you would like to create an object with reference to a product.

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Figure 21: Step 5: Assign Object Family to Installed Base Category

Choose IMG activity SAP Customizing Implementation Guide → Customer Relationship Management → Master Data → Installed Base → Objects / Object Family → Assign Object Families to Installed Base Categories to assign the object family to an installed base category. After this optional step, it is possible to create object components in installed base maintenance.

Figure 22: Create a newly defined Object

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Lesson: Objects

In CRM WebClient UI it is now possible to create Objects using the new Object Family. Therefore choose Accounts & Products → Create → Object. Choose the appropriate Object Family and Base Category.

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Lesson: Objects

Exercise 3: Objects Exercise Objectives After completing this exercise, you will be able to: • create an (individual) object in CRM and assign it to an existing installed base.

Business Example Some of your customer's technical objects are specific and represented through CRM Objects. You include Objects into installed bases of your customers.

Task: Create an object with reference to an existing product (material) master and include this newly created object into an existing installed base. 1.

Create an object and enter the following information: Object ID:

Object:

##Notebook Object

Object Family:

0401 (Equipment)

Base Category:

0401 (Equipments)

Reference Product:

HT-1011

Add account ##Megastore as relevant Sold-to Party. Observe the assignment block Reference Product Attachments. 2.

2009

Include this newly created object to your installed base ##HighTech. Therefore change the installed base ##HighTech and assign the object you created under node Computer.


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Solution 3: Objects Task: Create an object with reference to an existing product (material) master and include this newly created object into an existing installed base. 1.

Create an object and enter the following information: Object ID:

Object:

##Notebook Object

Object Family:

0401 (Equipment)

Base Category:

0401 (Equipments)

Reference Product:

HT-1011

Add account ##Megastore as relevant Sold-to Party. Observe the assignment block Reference Product Attachments. a)

In the CRM WebClient UI choose Accounts & Products → Create → Object. Enter the data provided above. Choose ENTER to confirm this data. Open assignment block Parties Involved. Find the Partner ID of customer ##Megastore using the search help and enter Partner Function Sold-to party. Save the object and note the number. _________________ The assignment block Reference Product Attachments does contain a picture of the notebook which has been inherited from the reference material HT-1011.


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Lesson: Objects

2.

Include this newly created object to your installed base ##HighTech. Therefore change the installed base ##HighTech and assign the object you created under node Computer. a)

Choose Accounts & Products → Search → Installed Bases. Search for your installed base using search field External ID ##HighTech. Choose Edit. In the hierarchy structure choose text component Computer. On the assignment block Object Components choose New. Enter the Object ID you have noted in the previous part of this exercise. Confirm and save the data.

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Lesson Summary You should now be able to: • Explain the concept of Objects • Configure Objects • Describe the data exchange of technical objects between SAP ERP and SAP CRM

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Lesson: Data Exchange of Technical Objects

Lesson: Data Exchange of Technical Objects Lesson Overview This lessen introduces the replication of technical objects from SAP ERP to SAP CRM. Equipments, functional locations and bills of material can be loaded to CRM.


Understand the Equipment Download Understand the Download of Functional Locations Create an Equipment in SAP ERP

Business Example You would like to exchange ERP master data to SAP CRM to reuse it. Especially equipments (serial number information) is of importance within CRM service processes.

Equipment Download

Figure 23: Equipment Download - Overview

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You can use this function to download pieces of equipment from SAP ERP customer service to SAP CRM, where they are stored as object components of installed bases. Replication is bidirectional, ensuring that, regardless of the system in which a change was made, the data remains consistent in both systems automatically. The initial download of data is triggered in SAP CRM and is executed by middleware. Uploads and delta downloads take place automatically when data is changed in SAP CRM and SAP ERP respectively. Pieces of equipment are represented in SAP CRM as objects of an installed base. If the equipment has an underlying structure, this structure is displayed as a hierarchy in the installed base. If a piece of equipment has a construction type maintained in SAP ERP , the corresponding material is assigned as the reference product of the equipment object in SAP CRM. If a customer/vendor warranty start and end date is entered in SAP ERP for a piece of equipment, SAP CRM checks for a corresponding customer/vendor warranty in the SAP CRM system when the equipment is downloaded. If a warranty template exists for the sales area and reference product of the equipment in SAP CRM, this is automatically copied to the Warranties assignment block of the object. The warranty validity dates in this block are copied from SAP ERP. If you also replicate functional locations (see Replication of Functional Locations Between SAP CRM and SAP ERP), equipment installed at a functional location in SAP ERP is inserted in the installed base structure in SAP CRM below the object component representing the functional location. Prerequisites for the download of equipments are • •

•

52

Materials and business partners have been downloaded from SAP ERP to SAP CRM. You have defined default settings for replication in Customizing for Customer Relationship Management, under Master Data → Installed Base → Replication of Technical Objects from SAP ERP → Define Default Settings for Replication of Equipment . You have checked that the delivered implementation of Business Add-In (BAdI) Creation of Objects by Equipment Download (CRM_EQUI_LOAD) meets your requirements and is activated.


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The following data is exchanged between both systems: • • • • • • • • •

Description Hierarchy Serial Number Business Partner Address Status Manufacturer Object Type Variant configuration.

To run the initial download, start transaction R3AS, specify the load object EQUIPMENT, and then select an SAP ERP system as the source site and an SAP CRM system as the destination site. Detailed information on the equipment load can be found at: SAP Implementation Guide → Customer Relationship Management → Master Data → Installed Base → Replication of Equipment from SAP ECC Customer Service (CS) → Prerequisites and General Information for Equipment Replication

Setting up Equipment Download

Figure 24: Equipment Download - Prerequisites

The figure above lists necessary settings/prerequisites for the equipment download. The next figures will go in more details.

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Figure 25: Set up of Product Hierarchies in SAP CRM

It is important to assign set types and relationship categories, necessary for object maintenance, to a dedicated product category. This was mentioned in a previous lesson (Setting up of Objects). For more information how to set up product hierarchies, you can find information in the Online Help.

Figure 26: Default Settings for Equipment Replication

Choose IMG activity SAP Customizing Implementation Guide → Customer Relationship Management → Master Data → Installed Base → Replication of Technical Objects from SAP ERP → Define Default Settings for Replication of Equipment Both Installed Base Category EQ and Object Family 0401 are delivered with standard customizing. The Category ID 0401 has been defined within Product Hierarchy maintenance and typically is a customer-specific ID.

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Caution: There is a new authorization object CRM_IBASE available. The (technical) user who is downloading/creating equipments/objects need the authorization to create installed bases of category EQ.

Figure 27: Activation of Equipment Download and Upload

The activation of the equipment download is done via activating a BAdI implementation. The BAdI is CRM_EQUI_LOAD. It contains several methods that can be used to enhance the equipment data load. To activate the bidirectional data exchange (Upload) activate two adapter objects.

Figure 28: Starting the Initial Download of Equipments

In the training system, the initial download of equipments has been executed.

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Since the permanent load is active, newly created ERP equipments are downloaded to SAP CRM automatically.

Download of Functional Locations

Figure 29: Download of Functional Locations

You can use this function to download functional locations from SAP ERP to SAP CRM, where they are stored as object components of an installed base. You can also upload information on the assignment of equipment to functional locations from SAP CRM to SAP ERP. However, you cannot upload objects representing functional locations to SAP ERP. Functional locations are represented as object components of an installed base in SAP CRM. The structure of functional locations in SAP ERP is reflected in the installed base structure in SAP CRM. If you also replicate pieces of equipment (see Replication of Equipment Between SAP CRM and SAP ERP), the assignment of equipment to functional locations is also reflected in the installed base structure. The initial download of data is triggered in SAP CRM and is executed by middleware. Uploads and delta downloads take place automatically when data is changed in SAP CRM and SAP ERP respectively. Prerequisites for the download of functional locations are. • •

56

Materials and business partners have been downloaded from SAP ERP to SAP CRM. You have defined default settings for replication in Customizing for Customer Relationship Management, under Master Data → Installed Base → Replication of Technical Objects from SAP ERP → Define Default Settings for Replication of Functional Locations .


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To run the initial download, start transaction R3AS, specify the load object FUNCLOC, and then select an SAP ERP system as the source site and an SAP CRM system as the destination site. The following data is downloaded from SAP ERP: Functional location ID, Description, Long text; Manufacturer; Hierarchy; Business partners; Address; System status. Hint: In SAP CRM, you cannot change the downloaded structure of functional locations, create new functional locations in a downloaded structure, or delete a downloaded functional location. You can only install equipment in and dismantle it from a functional location.

Figure 30: Example: Download of Functional Locations

You can use this function to download functional locations from SAP ERP to SAP CRM, where they are stored as object components of an installed base. You can also upload information on the assignment of equipment to functional locations from SAP CRM to SAP ERP. However, you cannot upload objects representing functional locations to SAP ERP.

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Figure 31: Download of Bill of Material (BOM) information

You can use this function to replicate bills of material (BOMs) to SAP CRM from SAP ERP. You can replicate BOMs that are defined for the following types of master data in SAP ERP: Material Equipment Functional location When replicated to SAP CRM, BOMs are represented as lists of products, linked by means of relationship types with the following: Products representing materials replicated from SAP ERP Objects representing equipment and functional locations replicated from SAP ERP The entries in a BOM are displayed in the Service Parts - ERP assignment block in product and object data. You cannot change BOM data in SAP CRM. It is not possible to assign any type of validity parameters, such as time. Header-level attributes of a BOM are not stored in SAP CRM. A material that is assigned to a piece of equipment in SAP ERP as a construction type is represented as the reference product in the corresponding equipment object in SAP CRM. If a BOM exists for this material in SAP ERP, this is shown in the Referenced Service Parts - ERP assignment block in the equipment object in SAP CRM.

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You can assign a product or object from SAP ERP as a reference product for a service contract (and quotation), service order (and quotation), or service confirmation in SAP CRM. If this reference product has a BOM assigned to it in SAP ERP, the products from the BOM are included in the product proposal for transaction items.

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Exercise 4: Equipment Download Exercise Objectives After completing this exercise, you will be able to: • load equipment data between SAP ERP and SAP CRM

Business Example Some of your customers maintain equipment and serial number information in SAP ERP. They want to load this data to SAP CRM in order to use it in CRM service scenarios.

Task: Create equipment data in SAP ERP and load this data to SAP CRM. 1.

In SAP ERP change the existing serial number <50+##> for material master HT-1089. Create an Equipment view for this serial/material number combination. Hint: Example: if you are assigned to group number 12, please change serial number 62 (= 50+12). Therefore use menu Logistics → Customer Service → Management of Technical Objects → Serial numbers → Change Enter both material number and serial number and activate the equipment view. Caution: This exercise only focuses on the technical data exchange. Process steps like delivering the equipment to the customer (including posting of goods issue) for example are not taken into account.

2.

In SAP CRM find the serial number/equipment data using the CRM WebClient application Object. There are different ways to search for this data. You can search with the ERP equipment number when entering it into the search field Object ID. You can also search using the search fields Reference Product ID / Alternative ID Type / Alternative ID. Display the details of the object. Continued on next page

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Where do you find the (ERP) serial number information? 3.

Add Sold-to party ##Megastore to this object and check whether the partner information is transferred back to SAP ERP. Hint: This task is for testing purposes of bidirectional data exchange only! Partner information will be transferred from ERP to CRM once documents in logistics execution are processed.

4.

62

In CRM include the Object ID to your ##HighTech installed base below text component Computer.


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Solution 4: Equipment Download Task: Create equipment data in SAP ERP and load this data to SAP CRM. 1.

In SAP ERP change the existing serial number <50+##> for material master HT-1089. Create an Equipment view for this serial/material number combination. Hint: Example: if you are assigned to group number 12, please change serial number 62 (= 50+12). Therefore use menu Logistics → Customer Service → Management of Technical Objects → Serial numbers → Change Enter both material number and serial number and activate the equipment view. Caution: This exercise only focuses on the technical data exchange. Process steps like delivering the equipment to the customer (including posting of goods issue) for example are not taken into account. a)

Choose the menu path mentioned above, enter Material HT-1089 and Serial number <50+##> and choose ENTER. Choose button Activate Equipment view. On the tab SerData observe and note the equipment number. Save the data. Hint: After having saved the data, CRM Middleware transfers equipment information from SAP ERP to SAP CRM. The equipment is now available in CRM as an Object (within an installed base).

2.

In SAP CRM find the serial number/equipment data using the CRM WebClient application Object. There are different ways to search for this data. You can search with the ERP equipment number when entering it into the search field Object ID. You can also search using the search fields Reference Product ID / Alternative ID Type / Alternative ID. Continued on next page

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Display the details of the object. Where do you find the (ERP) serial number information? a)

Choose Accounts & Products → Search → Objects and enter Object ID: Choose Search. Use the hyperlink in order to display the details of this object. The serial number can be found on assignment block ERP Identification.

3.

Add Sold-to party ##Megastore to this object and check whether the partner information is transferred back to SAP ERP. Hint: This task is for testing purposes of bidirectional data exchange only! Partner information will be transferred from ERP to CRM once documents in logistics execution are processed. a)

In your object details open the assignment block Parties Involved. Choose Edit List. Add partner function Sold-to party and the Partner ID of ##Megastore.

b)

In SAP ERP choose menu Logistics → Customer Service → Management of Technical Objects → Serial numbers → Change. Choose ENTER. Choose tab Partner and observe that the sold-to party information now is available. Hint: This is an example for a possible bidirectional data exchange of equipment data. Hint: Optionally you can log on to the Interaction Center Web Client using business role Default IDES IC AGENTS (Z_IDES_AGENT). On the Identify Account page on the choose Objects. Enter your Serial Number and search for objects. You should find the object/equipment you created in the result list. If you narrow down the search using the Partner ID and/or (Reference) Product ID (HT-1089), you can identify your object directly, without the need to choose from a result list.


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4.

In CRM include the Object ID to your ##HighTech installed base below text component Computer. a)

Accounts & Products → Search → Installed Base. External ID: ##HighTech Choose Search. Go to the details of your installed base and choose Edit. In the structure tree mark Computer. In the assignment block Object Components choose New. Enter the Object ID of your equipment. Confirm the dialog with Yes. Save the installed base.

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Lesson Summary You should now be able to: • Understand the Equipment Download • Understand the Download of Functional Locations • Create an Equipment in SAP ERP

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Unit Summary

Unit Summary You should now be able to: • Explain the concept of installed bases • Create and work with an installed base • Understand the basic customizing settings for installed bases • Explain the concept of Objects • Configure Objects • Describe the data exchange of technical objects between SAP ERP and SAP CRM • Understand the Equipment Download • Understand the Download of Functional Locations • Create an Equipment in SAP ERP

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Unit Summary

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Unit 3 Service Agreements and Service Contracts Unit Overview This unit introduces both Service Agreements and Service Contracts. Due to the vast variety of service contract features and functions, the focus in this unit will be set to those documents.

Unit Objectives After completing this unit, you will be able to: • • • • • • •

Understand the purpose of service agreements Create a service agreement and test agreement determination Describe the options for Service Level Agreements. Understand the main features and functions of CRM service contracts Create a new type of service contract in Customizing Create and test a new type of service contract Understand contract determination

Unit Contents Lesson: Service Agreements................................................... 70 Exercise 5: Service Agreements .......................................... 73 Lesson: Service Contracts...................................................... 79 Exercise 6: Service Contracts ............................................101 Exercise 7: Service Contract Billing...................................... 115

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Lesson: Service Agreements Lesson Overview This short lesson introduces Service Agreements, a CRM service transaction of type “Group Contract”.


Understand the purpose of service agreements Create a service agreement and test agreement determination Describe the options for Service Level Agreements.

Business Example You would like to offer specific price conditions in long-term outline agreements to your customers. Therefore you use a service agreement which later on can be the basis of a service contract.

Figure 32: Service Agreements

Service agreements have a leading transaction category: Group Contract (BUS2000107). The standard transaction type of a service agreement is OAS, a standard item category is OASP.

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Lesson: Service Agreements

You can set one sales agreement or service agreement as default within the Account application (assignment block Sales Area Data). You cannot exchange service agreements with SAP ERP Central Component (SAP ERP). Service Agreements can by created for a business partner type, without specifying a certain sold-to party. So the agreement is valid for all business partners who are assigned to the corresponding partner type, and for whom the corresponding sales area data was processed. In addition to the group form of the business partner type, there is another grouping function available: grouping using the business partner hierarchy. If you use this option, you can use a hierarchy node or a hierarchy tree to create a group. The goal is to define assignments for a large group of customers. If service orders are created for a customer who is part of the business partner hierarchy tree or business partner hierarchy node defined in the service agreement, the system determines the service agreement and assigns it to the service order. This way, for example, you could copy the price agreements from the service agreement right into the service order.

Figure 33: Service Agreement Determination

If you want the system to find valid service agreements when documents such as service orders are created, activate the indicator for agreement determination in Customizing for the transaction type corresponding to your service order. If the system should search for contracts as well as agreements, it first searches for valid service contracts. Only if it finds no service contracts does it search for service agreements. Service contracts take priority over service agreements

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You must set the copying control for item categories of the desired follow-up document, such as service order. Copying control for transaction types is optional.

Figure 34: Authorized Account Hierarchies

You can create a service agreement for a business partner type without specifying a certain sold-to party. This means that the agreement is valid for all business partners who are assigned to the corresponding partner type, and who are assigned the same sales area data as is assigned to the service agreement. In addition to the group form of the business partner type, there is another grouping function available: grouping using the business partner hierarchy. If you use this option, you can assign a hierarchy tree or hierarchy node (section of a tree) to a service agreement. The goal is to define assignments for a large group of customers. If a service order is created for a customer who is part of the business partner hierarchy that is assigned to the service agreement, the system determines the service agreement and assigns it to the service order. This way, for example, you could copy the price agreements from the service agreement right into the service order. To trigger a dialog box with the exploded account hierarchy node when you create a service order as a follow-up transaction from the service agreement, special partner determination settings are required. Those and other settings relevant for successful service agreement determination can be found in the Online Help under topic Service Contract Management.

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Exercise 5: Service Agreements Exercise Objectives After completing this exercise, you will be able to: • Create a service agreement • Create a service agreement

Business Example Service agreements allow you to create long-term agreements that contain information about prices and products for a particular customer or group of customers. Information about pricing, discounts, billing and follow-up actions can be maintained and inherited to contracts and service orders.

Task: Create a service agreement for one of your customers and check for successful agreement determination. 1.

Create a Service Agreement for your customer ##Megastore and enter the product SRV1_4. Check the organizational data and note the sales area. Hint: Service Agreements can be created for a group of business partners using the field Partner Type which is available both in the Account data and in the Service Agreement Details. In this case use Personalization in order to display the Assignment Block Parties Involved and Organizational Data.

2.

Add a price agreement on item level for product SRV1_4. Choose condition type Item Discount (0PAR) and amount 20%.

3.

Release and save the service agreement.

4.

Check the business partner master data and find the service agreement.

5.

Create a service order of type Service Process for your customer ##Megastore and enter service product SRV1_4 Check for successful service agreement determination and check if the price agreement on item level was applied.

6.

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Which setting in Customizing is relevant for service agreement determination?


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Solution 5: Service Agreements Task: Create a service agreement for one of your customers and check for successful agreement determination. 1.

Create a Service Agreement for your customer ##Megastore and enter the product SRV1_4. Check the organizational data and note the sales area. Hint: Service Agreements can be created for a group of business partners using the field Partner Type which is available both in the Account data and in the Service Agreement Details. In this case use Personalization in order to display the Assignment Block Parties Involved and Organizational Data. a)

Check the organizational data and note the sales area. Choose Service Contracts Choose Create → Service Agreement. Description

##Agreement

Product:

SRV1_4

In the Assignment Block

Parties Involved add

Sold-to party:

Open the Assignment Block

Organizational Data.

Sales Organization:

Sales US (US Sales & Service)

Distribution Channel:

14 (Service)


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2.

Add a price agreement on item level for product SRV1_4. Choose condition type Item Discount (0PAR) and amount 20%. a)

In the Assignment Block Items choose Action → Edit to open the item details. In the Assignment Block Price Agreements choose New. Price Type:

0PAR – Item Discount

Choose OK. Product ID:

SRV1_4

Amount:

20

Choose Back. Choose Back. 3.

Release and save the service agreement. a)

In the Service Agreement details: Status:

Released

Choose Save. 4.

Check the business partner master data and find the service agreement. a)

Choose Accounts → Products Choose Search → Accounts. Name 1 / Last Name:

##Megastore

Choose Search. In the result list choose the link in field Name. Choose the Assignment Block Interaction History. You should see the number of your group contract (service agreement). Hint: You can assign one service agreement as default for your account. In the Assignment Block Sales Area Data choose Actions → Edit for US Sales & Service / Service. Observe the field Default Sales Agreement in the Sales data. Continued on next page

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Create a service order of type Service Process for your customer ##Megastore and enter service product SRV1_4 Check for successful service agreement determination and check if the price agreement on item level was applied. a)

Create a service order of type Service Process [ZSE1] for your customer ##Megastore and enter service product SRV1_4 with quantity 1 AU. Check for successful service agreement determination and check if the price agreement on item level was applied. Choose Service Orders Choose Create → Service Order. Choose Service Process. Description:

##AgreementDetermination

Sold-to party:

##Megastore

Product:

SRV1_4

Quantity:

1 AU

Choose ENTER. A dialog box with the number of the service agreement is displayed. Select the line with your group contract and confirm. Go to the Item Details. Choose the Assignment Block Price Details. The item discount of 20% was applied.


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6.

Which setting in Customizing is relevant for service agreement determination? a)

SAP GUI Choose SAP Menu → Architecture and Technology → Configuration → Customizing. Choose SAP Reference IMG. SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types. Find and select entry ZSE1 (Service Process) and choose Details. Hint: In the WebClient UI it is possible to personalize the Web Page Dialog Select Transaction Type (is display when choose Service Order → Create) and to include the field Transaction Type. The parameter Agreement Determin. is set to F (Only at Item Level : Always With Selection Option).

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Lesson Summary You should now be able to: • Understand the purpose of service agreements • Create a service agreement and test agreement determination • Describe the options for Service Level Agreements.

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Lesson: Service Contracts

Lesson: Service Contracts Lesson Overview This lesson introduces CRM Service Contracts. Basic contract features, contract determination and integration aspects are explained.

Lesson Objectives After completing this lesson, you will be able to: • • • •

Understand the main features and functions of CRM service contracts Create a new type of service contract in Customizing Create and test a new type of service contract Understand contract determination

Business Example You would like to establish long-term relationships with your customers. Therefore you would like to offer certain services including customer-specific service levels and price conditions. In return you will charge monthly fees for granting those services. Therefore you would like to better understand the options with CRM Service Contracts.

Service Contract Basics

Figure 35: Service Contracts

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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, objects and products – that are covered by the contract line item. Service level agreements list the level of service to which a customer is entitled 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. SAP CRM Service Contract documents are not transferred to SAP ERP.

Figure 36: Service Contract Structure

A service contract consists of header data and item data. A service product can be stipulated for each service contract item and the customer can claim this product over a certain period at a specific price. In a service contract item, you stipulate services or service packages with a specific target quantity or particular overall value. Contracts including this kind of agreement are called Service Contracts (Value/Quantity).

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The following contract item specific data can be maintained: •

•

•

•

•

•

Service data: For service contracts, you can maintain the service agreements that define the characteristics of the service product in the contract items, for example. Different parameters, such as response time or availability time, can be such concrete service agreements. For more information, see Service Level Agreements (SLA). For service plans, you can maintain Service Plan Data instead of service agreements. Object list: Here you assign objects to which the service product stipulated in the contract item refers. The object list can contain installed bases, installed base components, objects, or products. For more information, see Object List. Product list: Here you enter the services and service parts that should be in the service product as stipulated in the contract item. The product list can contain products, product categories, or product ranges (partner/product range). For more information, see Service and Product List. Release list: If services or service parts entered in the product list are claimed as part of service orders or repair orders, the system records this in the release list. For more information, see Service Contract (Value/Quantity). Price agreements: In addition to the prices defined at header level, special price agreements can be made for each contract item. Price agreements are contract-specific prices and discounts. You define which services are covered completely, partially, or not at all by a contract. Billing plan: Billing plans in the contract items control periodic billing. Depending on the billing plans and Customizing settings, billing requests are generated automatically and transferred directly to CRM Billing.

SC and SCC are standard CRM transaction types for service contracts.

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Figure 37: Service Contract Items

Service Contract Items are the parts of a service contract in which the services to be performed for the customer under service contract conditions are defined. In SAP CRM both Service Profile and Response Profile together are called Service Levels. SCN is a standard item category for service contract item. Different types of services can be stipulated as service products in a service contract item: • • • • •

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An individual service (for example, hotline) A service package in which multiple services and service parts are grouped in the product list (for example, car inspection) A service package in which several services and service parts are grouped in the product list (for example, car inspection) A service limited according to value or quantity (for example, free-of-charge telephone consultation for the first three months after buying software) A service plan in which planned services reoccurring at intervals are entered (for example, maintenance of a photocopier every three months).


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Figure 38: Service Levels - Service Profile and Response Profile

In the service profile, you define the time frames when the services specified in the service contract (such as hotline or maintenance) can be executed In the response profile, you define the periods within which processing of the service in the service process item should have started, and by when the processing should have been completed. The corresponding dates are calculated based on these periods and with reference to the service profile in the service process, which was created with reference to the contract. To maintain the response times, choose a key combination in the transaction by selecting the required line and switching to the view for response times. There you can enter any number of time frames for the selected key combination. Service Profile and Response Profile are maintained in SAP GUI. Choose SAP Menu → Service → Maintain Availability and Response Times. Contract pricing can be based on those profiles (for example, a standard price on the product level or an extra charge depending on profile chosen). This is done via the pricing condition technique. In standard Customizing, condition 1305 is delivered for an extra charge depending on service profile, and condition 1306 for an extra charge depending on response profile. You can view this on the assignment block Price Details.

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Figure 39: Availability Time and Response Time: Example

In this example, the response times determined are displayed for a call received on Monday at 12 p.m. Service profile: 8 a.m. – 12 p.m. / 1 p.m. – 5 p.m. • • •

Response time: 8 hours – response by Tuesday 12 p.m. Response time: 4 hours – response by Monday 5 p.m. Response time: 2 hours – response by Monday 3 p.m.

Service profile: 7 a.m. - 7 p.m. • • •

Response time: 8 hours – response by Tuesday 8 a.m. Response time: 4 hours – response by Monday 4 p.m. Response time: 2 hours – response by Monday 2 p.m.

Service Levels are not only available within products. They are also available in the following master data and can be used in SLA determination to assign the correct service profile and response profile to service transactions such as service requests, incidents, and requests for change or even a service order. Service contracts Accounts / Business Partners Product items Objects Installed base or installed base components Sales and service organizational units

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In customizing it is possible to define a SLA determination procedure which can be assigned to a transaction type. Response time: How long it will take to respond to the customer need – for example, call back within specified time or 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. You can create additional parameters using customer-specific set types. Processing of the data from the set type can be done by using Business Add-Ins (BAdIs) and/or Actions.

Figure 40: Service Contract Item - Object List

Each service contract line item can specify a list of objects. Objects are entered in the assignment block Object List at item level. Installed bases and installed base components can be used as elements of this object list. The button Proposal for Product List displays a list of the associated services and service parts for the reference object that you selected in the object list of the service contract item. From this list, you can transfer them into the product list.

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If the element in the object list is a product or object that was downloaded from SAP ERP that has an assigned bill of materials (BOM) in SAP ERP, all BOM materials also appear as service parts.

Figure 41: Service Contract Item - Product List

Each service contract line item can specify a list of products. Products are entered in the assignment block Product List at item level. In the product list belonging to a service contract item, services and service parts are entered that are in the service product, which is defined in the contract item. These services and service parts can be claimed in the course of the subsequent service order processing with reference to a service contract. The product list can be specified by product or product category. There is input help in the object list in the form of a Proposal for Product List button. See Object List. It is possible to simultaneously create price agreements for selected rows of the product list by choosing Create Price Agreement. In this way, you can define a discount of 100% for all service parts in the product list at the same time.

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Figure 42: Billing Plan - Example: Periodic Billing

You use billing plans to schedule individual dates for billing for a product or service, independent of the product delivery or provision of the service. You can either bill the same amount at regular intervals (periodic billing plan) or bill different amounts at specified dates that have been predefined (milestone billing plan). You can decide whether one billing plan should be valid for all the items in a business transaction (valid at header level), or whether different billing plans are required for the individual transaction items (valid at item level). The billing plan contains a list of dates. For each of these dates up to the horizon, the system generates a billing request item. Each billing request item triggers the system to create a billing document when certain conditions have been fulfilled. The system determines the dates for billing request items based on general date information, for example, the start and end date of a contract. The general date information can either be copied from the header of the business transaction or from the billing plan type. The system uses the following rules to generate billing request items: • •

The settlement period The billing date

In standard, a released contract item triggers the creation of billing due list items. Item categories and item category determination for both transactions and the billing application have to be set up accordingly.

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You can choose whether the billing request items are all generated immediately, or should be generated in groups (BAdI).

Figure 43: Price Agreements

Price Agreements are contract-specific prices and discounts which you want to grant the customer, for example a rebate for a certain service or service part. Price agreements are applied to service transactions which are created with reference to a service contract (item), for example a follow-up service order (release order). If you create service processes with reference to the contract (item), the system takes these price agreements into account. This means that the customer is billed only for those expenses not covered by the contract. In addition to the prices defined at header level, special price agreements can be made for each contract item. For example, a price agreement can define that all service parts are free of charge, and that the installation of service parts is to be invoiced at the rate of $25 per hour. 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. Customizing of price agreements: Choose SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Contracts → Price Agreements and Configuration → Define and Assign Groups of Condition Tables and Types to define a condition maintenance group and to assign it to a transaction type and/or item category.

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The same condition types must be used in the pricing procedure of the follow-up service orders for the price agreement to automatically apply. In standard condition maintenance group 1300 is delivered for service contracts (items).

Service Contract Determination

Figure 44: Service Contract Determination

According to the Customizing settings, 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. Copying control for item categories is a mandatory prerequisite in order to use contract determination. The following settings are available: • •

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(Space) = No contract determination. The system does not search for contracts when you create a sales order or a business transaction in Service. C = Header and item (reference object), assign immediately if unique. If exactly one relevant contract exists, the system immediately assigns it to the business transaction. If more than one contract exists, the system displays a list of possible contracts. You can then choose the contract you want to use from this list. For assignment at header level, you must enter the reference object. The system then only finds those contracts where the object list contains the reference object or if the object list is empty. Contract search at header level only takes place if no contract has been assigned yet and no items are available. If no contract has been assigned at header level


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and you create items manually in the business transaction, a contract search takes place at item level in a similar way to the option E = Only at item level, assign immediately if unique. If a contract has been assigned at header level, no new search takes place when you create an item. D = Header and item (reference object) always with selection option. In a similar way to option C = Header and item (reference object) assign immediately if unique, the system searches for existing service contracts. The difference between this and option C is that the list with contracts is always opened. Therefore, no automatic assignment takes place when only one contract is found. If items are manually created in the business transaction in Service, a contract search takes place at item level in a similar way to option F = Only at item level, always with selection option. E = Only at item level, assign immediately if unique. When you create a business transaction item, the system searches for existing contracts. If only one contract is found that fulfills the selection criteria, the system automatically copies all the relevant data from the appropriate service transaction item to the business transaction. If multiple contracts are found, the system displays a list with these contracts, from which you can choose the one you want to use. The system only proposes a contract if it is valid at the requested delivery time (sales orders) or on the requested start date (service orders). For sales contracts, the system searches for contracts that exist for a particular customer, as well as for the product, sales organization and distribution channel for which a sales order is issued. For service contracts, the system searches for contracts that exist for a particular customer, as well as for the reference object, sales organization, distribution channel and, if applicable, the service organization, for which the business transaction in Service was created. F = Only at item level, always with selection option. In a similar way to option E = Only at item level, assign immediately if unique, the system searches for existing contracts. The difference between this and option E is that the list with contracts is always opened. Therefore, no automatic assignment takes place if only one contract is found. G = Manual. The system does not search automatically for existing contracts after the business transaction data has been entered. However, you can use a pushbutton to start the contract search for all items. The system then carries out contract determination for all items that are not yet assigned to a contract, in a similar way to option F = Only at item level, always with selection option.

In Customizing for the contract item category, you have defined whether the system should also find contract items whose object list or product list is empty when an item is created in one of the business transactions listed above. You make this setting in Customizing of an item category of corresponding service contract item by using indicators Filter Contract Item by Object List and Filter Contract Item by Product List.

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Figure 45: Service Contract Determination - Details

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According to the Customizing settings, 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. For successful contract determination, the following criteria have fulfilled: • • • • •

Partner: The sold-to party in the service contract and the service process must be identical. Sales and service organization in the service contract and the service process must be identical. Status: The status of the service contract item must be Released. Validity: The date in the Requested Start field in the service process must lie within the validity period of the service contract item. Object list: In standard Customizing, contract determination runs in the following sequence: 1.

•

Contracts are found that have reference objects entered for the business transaction item in the object list of the service contract item, or that have an empty object list for the service contract item. 2. If no reference objects were entered for the business transaction item, contracts are found that have the reference object for the business transaction header entered in the object list of the service contract item, or that have an empty object list for the service contract item. 3. If the reference object was not entered in either the business transaction item or in the business transaction header, service contract items with empty object lists are found. Product list: the product in the business transaction item must be entered in the product list of the service contract item, or the product list of the service contract item can be empty.

Copying control: The copying control for item categories must be set in Customizing. Services and service parts available with a selected contract are proposed by copying to a service order. A release order list shows the history of service orders relating to value/quantity of service contract items. You can use the Business Add-In definition CRM_SERVICE_CONTRACT (Business Add-In for Service Contract Determination) to include your own selection criteria or to limit the selection criteria (see above) delivered by SAP.

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Billing and Controlling Integration

Figure 46: Service Contract Billing

Billing for service contract items takes place periodically, and a fixed amount is billed as specified in the terms of the contract. Billing takes place according to a billing plan. You use billing plans to schedule individual dates for billing for a product or service, independent of the product delivery or provision of the service. You can either bill the same amount at regular intervals (periodic billing plan) or bill different amounts at specified dates that have been predefined (milestone billing plan) The billing due list is a collection of all billable transactions. When a transaction is saved and at least one item is billing-relevant, data from this transaction is transferred to the billing component, checked, supplemented with master data, and saved in a billing due list item. In the above example, the item category FAPF (billing-plan sub-items) is set to Billing After Contract Release (via CRM Billing). For service transactions containing items that are defined as relevant for external billing, SAP CRM automatically transfers billing-relevant data to SAP ERP. Transfer takes place when a user sets a particular status for the transaction. The data transferred includes the billing date, products to be billed for (services and service parts), business partners, and conditions. When data is transferred, a debit memo request is automatically created in SAP ERP for each service transaction,

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in the form of a sales order. The items in this order represent the billing-relevant items in the original service transaction. You can perform billing immediately for these debit memo requests, without additional processing steps. Billing request items generated by a billing plan are transferred automatically to SAP ERP. Service contract items that are relevant for billing are transferred when contract data is updated and a contract item is marked as Released. Caution: You cannot cancel service contract items once they have been transferred to SAP ERP

Figure 47: Controlling Integration

Service contract revenues can flow to SAP ERP Controlling (CO). Any costs associated with service orders assigned to a service contract can flow to SAP ERP as well, and are collected at contract level. SAP NetWeaver BI can report on service contract data from SAP CRM and other SAP or non-SAP systems. 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.

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BI provides the following analyses: •

Service Contract Analysis: – – –

•

Identifies contract products with a high net value Provides an overview of the value and volume of active service contracts Monitors customer satisfaction with services performed under contracts

Service Level Compliance Analysis: – – – –

Rate of completion on schedule with completion dates determined by Service Level Agreements Provides an overview of delayed and on-schedule services Monitors the punctuality of services Enables quality analysis in service organizations.

Figure 48: Revenue Recognition

Revenue recognition controls how much revenue is to be reported in which posting period. Revenue recognition allows you to post revenue to the financial accounting component in SAP ERP 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.

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Revenues can be realized on a periodic basis or on the basis of individual events: •

•

•

Standard revenue recognition means that billing documents are posted directly to a revenue account. This type of posting occurs without a revenue recognition process. Time-based (periodic) revenue recognition means that the revenue of a sale is distributed and posted evenly over the entire contract term. For this process, the billing document is posted to an accruals account first and the revenues are transferred to the revenue accounts in a second step. Service-based revenue recognition (value/quantity contracts with a target quantity) means that the revenue is realized based on an event. Events are releases that are reflected as service orders or service confirmations. 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.

Additional Functions for Service Contracts

Figure 49: Service Contract Templates

You use service contract templates to define reusable data, which minimizes the amount of time required to create a service contract, a usage-based service contract, or a service contract quotation. You can, for example prepare the service contract template with a standard product list and standard price agreements. If applicable you could also prepare an object list, for example filled with standard products. Note: The user interface for the service contract template is a configuration of the component for service contracts with Object Type BT112_SCT.

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Depending on your Customizing settings, you can: Create a new service contract template. Copy an existing service contract template. Create a service contract or service contract quotation as a follow-up transaction, based on the service contract template. Create a service contract template as a follow-up transaction, based on a service contract or a service contract quotation.

Figure 50: Automatic Start of Contract

When a standard service contract is created, the contract start date is defaulted with today's date. Using the new date type SRV_INST (Installed On) it is possible to change the contract start date to an actual start date. The Installed On date can be maintained either on header or item level. When it is maintained on header level, the contract start date on header level is changed and inherited to the item level. The new data type SRV_INST is contained in the standard date profile CONT002 for service contracts. Caution: It is necessary to maintain the dependent dialog Screen Areas: Dates and assign screen area SERVICE in order to maintain this date in the contract application.

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Figure 51: Dates in Service Contracts

Dates are controlled within the contract by a date profile. The date profile is assigned to the transaction type and/or 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, or todays date. Date types are found 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 is a period such as the validity period of a contract. A reference object is where the system draws the date from, such as from the system or from a customer. Date Customizing can be found under SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Date Management → Define Date Types, Duration Types and Date Rules SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Date Management → Define Date Profile

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Figure 52: Contract Change Processes

You use this function to make changes to existing contracts. Each change process has different effects in the further processing of the contract, both in contract management and in accounting. You can use process Cancel Last Change Process to undo all changes that the last change process made. This does not work for all change processes, however. You have made the settings for the change processes in Customizing for Customer Relationship Management under SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Settings for Contracts → Additional Settings for Service Contracts → Change Processes. The settings you define here control all the change processes. You can use mass change processes to make changes for selected contracts simultaneously, for example changing the sold-to party for multiple service contracts at once. This is only possible for change processes that you have defined at the header level. The system does not change the selected contracts with this change process; instead, it creates new ones. You cannot undo the execution of this change process. After the mass change process is executed, you see the result: contracts for which the change was successful and contracts for which the mass change process was not applicable. You can use transaction Delete Mass Change Processes (transaction CRM_MASS_CP_DEL), which you can find on the SAP Easy Access screen under Service, to delete log files for previously executed mass change processes which are no longer needed, to free memory space on the database. To configure mass change processes go to SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Settings for Contracts → Additional Settings for Service Contracts → Change Processes → Mass Change Processes

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Exercise 6: Service Contracts Exercise Objectives After completing this exercise, you will be able to: • Create a new transaction type for a service contract • Perform contract-specific Customizing settings • Create and maintain a service contract

Business Example Using service contracts, you are able to maintain long-term agreements with your customers. Reference objects, contract products (service level agreements), price agreements, and billing plan functionality can be used with service contracts.

Task 1: Create a new transaction type for service contracts and adapt it so that it meets your requirements. After completing the necessary Customizing steps, test your new transaction type 1.

In Customizing, create a new transaction type ZC## (##Service Contract) by copying the standard entry SC. Make the following settings: Transaction Type:

ZC##

Description (short):

## Service Contract

Description (long):

## Service Contract

Inactive:

2.

Assign organizational data profile ZIDES_05 to your newly created transaction type.

3.

Allow the transaction type to be used in channel CRM WebClient UI.

4.

Maintain item category determination. Mark all entries that are linked to the standard transaction type SC. Copy and replace the transaction type with ZC##.

5.

You would like to use billing plan functionality within your ##Service Contract. Assign Billing Plan 02 (Periodic Billing) to both transaction type ZC## and – since you will later use a standard item category – to item category SCN.


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Maintain billing item category determination for your newly created transaction type. This setting is necessary so that the billing request items (transaction item category FAPF) coming from the billing plan can be billed using CRM Billing (and standard billing item category FAPF).

Task 2: Test your settings and create a service contract of type ##Service Contract (ZC##). 1.

Enter the following data: Sold-to party:

##Megastore

Description:

##Contract

2.

Enter product SER_021 with quantity 1. Confirm that in this case item category Service Contract Item (SCN) is determined.

3.

On item level, assign the installed base with external ID ##HighTech to this item.

4.

Maintain a price agreement with respect to a product group (0PAG). All service parts should get a discount of 25%.

5.

Create a second item. Enter product SER_022 with quantity 1.

6.

On item level, assign the installed base with External ID ##Megastore to this item.

7.

Release and save the contract and write down the number: _______________________

Task 3: 1.

Test your settings and create a service order of type Service Process.

2.

Enter the following data:

3.

Description:

## Contract Determination 1

Sold–to party:

##Megastore

Service product:

SRV1_4

Quantity:

1

Which service contract items are determined? Continued on next page

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Task 4: 1.

Test your settings and create another service order of type Service Process.

2.

Enter the following data: Description:


Sold–to party:

##Megastore

Installed Base Component:

Use search pattern Component Using Header Data and search for any component of installed base with

Service product:

SRV1_4

Quantity:

1

3.

Which service contract items are determined?

4.

Test your settings and create another service order of type Service Process.

5.


6.

Description:


Sold–to party:

##Megastore

Reference Object: Product ID:

Use search pattern Component Using Object Data and search for the object/equipment/serial number component which you included to you installed base ##HighTech in a previous exercise.

Service product:

SRV1_4

Quantity:

1

Which service contract items are determined?

Task 5: In order to use Service Level Agreements service profiles (availability times) and response profiles (response times) have to be maintained in your contract. 1.

Which service profiles (availability times) and response profiles (response times) are used in your contract?

2.

Where does this information come from? Continued on next page

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3.

What is the response profile for product SER_022?

4.

Which indicator is used in the response profile from above to calculate the response times? Use SAP GUI to answer this question.


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Solution 6: Service Contracts Task 1: Create a new transaction type for service contracts and adapt it so that it meets your requirements. After completing the necessary Customizing steps, test your new transaction type 1.

In Customizing, create a new transaction type ZC## (##Service Contract) by copying the standard entry SC. Make the following settings: Transaction Type:

ZC##


## Service Contract

Description (long):

## Service Contract

Inactive:

a)

SAP Menu → Architecture and Technology → Configuration → Customizing. Choose SAP Reference IMG. SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types. Find and select entry SC and choose Copy As. Transaction Type:

ZC##


##Service Contract

Description (long):

##Service Contract

Inactive:

Choose ENTER and confirm the dialog box. 2.

Assign organizational data profile ZIDES_05 to your newly created transaction type. a)

Choose Details. Org. Data Prof.

ZIDES_05

Choose Back (F3).


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Allow the transaction type to be used in channel CRM WebClient UI. a)

In the dialog structure, choose Channel. Choose New Entries. Channel:

CRM WebClient UI.

Save your settings and go back to the IMG. 4.

Maintain item category determination. Mark all entries that are linked to the standard transaction type SC. Copy and replace the transaction type with ZC##. a)

SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination. Select all entries that start with exactly SC. Choose Copy As…. Transaction Type:

ZC##

Choose ENTER. Repeat this step until you copy all selected entries. Save your settings and go back to the IMG.


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5.

You would like to use billing plan functionality within your ##Service Contract. Assign Billing Plan 02 (Periodic Billing) to both transaction type ZC## and – since you will later use a standard item category – to item category SCN. a)

SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Billing Plan → Assign Billing Plan Type to Business Transaction Type. Choose New Entries. Bill.PlanProc:

Transaction Type:

ZC##

BillingPlanType:

02

Hint: You will not use your own item category but a standard item category SCN in this context. Save your settings and go back to the IMG. SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Billing Plan → Assign Billing Plan Type to Item Category. Choose New Entries. Bill.PlanProc:

Transaction Type:

ZC##

Item Category:

SCN

BillingPlanType:

02

Save your settings and go back to the IMG.


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Maintain billing item category determination for your newly created transaction type. This setting is necessary so that the billing request items (transaction item category FAPF) coming from the billing plan can be billed using CRM Billing (and standard billing item category FAPF). a)

SAP Implementation Guide → Customer Relationship Management → Billing → Item Category Determination → Assign Item Categories Choose CRMB (CRM Billing). Find and mark the entry beginning with SC. Choose Copy As…. Source Process Cat.: ZC## Choose ENTER. Save your settings and go back to the IMG.

Task 2: Test your settings and create a service contract of type ##Service Contract (ZC##). 1.

Enter the following data: Sold-to party:

##Megastore

Description:

##Contract

a)

Choose Service Contracts Choose Create → Service Contract. Choose ##Service Contract.

2.

Description:

##Contract

Sold-to party:

##Megastore

Enter product SER_021 with quantity 1. Confirm that in this case item category Service Contract Item (SCN) is determined. a) Product:

SER_021

Quantity:

1


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3.

On item level, assign the installed base with external ID ##HighTech to this item. a)

Choose Action → Edit for your item. Choose assignment block Object List. Choose button New. Installed Base:

Choose Back. 4.

Maintain a price agreement with respect to a product group (0PAG). All service parts should get a discount of 25%. a)

In the item details choose assignment block Price Agreements. Choose New Price Type:

0PAG – Product Group.

Choose OK. Product Group:

02 (Spare parts)

Amount:

25

Choose Back (to go to the item details). Choose Back (to go to the contract details). 5.

Create a second item. Enter product SER_022 with quantity 1. a)

6.

In the assignment block Items. Product:

SER_022

Quantity:

1

On item level, assign the installed base with External ID ##Megastore to this item. a)

Choose Action → Edit for your item. Choose assignment block Object List. Choose button Edit List. Installed Base ID:

Use search help and find installed base with External ID##Megastore

Choose Back. Continued on next page

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Release and save the contract and write down the number: _______________________ a)

In the Service Contract Details: Status:

Released.

Choose Save ____________________________

Task 3: 1.

Test your settings and create a service order of type Service Process. a)

Choose Service Orders Choose Create → Service Order. Choose Service Process.

2.



Sold–to party:

##Megastore

Service product:

SRV1_4

Quantity:

1

a) 3.

Press ENTER.

Which service contract items are determined? a)

Both contract items from the preceding exercise are determined.

Task 4: 1.

Test your settings and create another service order of type Service Process. a)


2.

Enter the following data: Continued on next page

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Description:


Sold–to party:

##Megastore

Installed Base Component:

Use search pattern Component Using Header Data and search for any component of installed base with

Service product:

SRV1_4

Quantity:

1

a) 3.


4.

Press ENTER. In this case reference object information is taken into account and only one contract item is determined and - due to customizing settings immediately assigned to the service order item.

Test your settings and create another service order of type Service Process. a)


5.



Sold–to party:

##Megastore

Reference Object: Product ID:

Use search pattern Component Using Object Data and search for the object/equipment/serial number component which you included to you installed base ##HighTech in a previous exercise.

Service product:

SRV1_4

Quantity:

1

a) 6.


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Press ENTER. In this case reference object information is taken into account and only one contract item is determined and – due to customizing settings – immediately assigned to the service order item. This time it is the second contract item. Continued on next page


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Task 5: In order to use Service Level Agreements service profiles (availability times) and response profiles (response times) have to be maintained in your contract. 1.

Which service profiles (availability times) and response profiles (response times) are used in your contract? a)

Choose Service Contracts Choose Search → Serivce Contracts Service Contract Description:

##Contract

Choose Search. Select the corresponding service contract from the result list by clicking the link in column Service Contract ID. Observe item details in the assignment block Items.

2.

Service Profile

Response Profile

SER_021

Mo – Fr 7 – 17h

Response profile ‘Economy class’

SER_022

Mo – Sa 6 – 18h

Response profile ‘Business class’

Where does this information come from? a)

3.

Product

Service Profile and Response Profile are maintained within the product master.

What is the response profile for product SER_022? a)

Choose Accounts & Products Choose Search → Products. Product ID

SER_022

Select the corresponding product from the result list by clicking the link in column Product ID. In assignment block Service Levels you find the profiles. Service Profile:

Mo–Sa 6–18 h

Response Profile

Response profile ‘Business class’ Continued on next page

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4.

Which indicator is used in the response profile from above to calculate the response times? Use SAP GUI to answer this question. a)

SAP GUI Choose SAP Menu → Service → Maintain Availability and Response Times. In the dialog structure, choose Response Profile. Select the response profile BUSINESS. In the dialog structure, choose Indicators for Response Times. The response times Duration Until First Reaction (SRV_RF_DURA) and Duration Until Service End (SRV_RR_DURA) are calculated based on the Priority of the service order.

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Exercise 7: Service Contract Billing Exercise Objectives After completing this exercise, you will be able to: • Bill a CRM service contract with CRM Billing • Bill a CRM service contract with ERP Billing

Business Example You would like to bill your CRM service contracts using the CRM Billing application. Since ERP–Billing of CRM service contracts is optionally possible, you would like to test this as well.

Task 1: Use CRM Billing to create a billing document for your service contract. 1.

Maintain the billing due list, expand the line item with your contract number, and create the billing documents. Hint: In the WebClient UI it is only possible to bill the entire service contract. If you only would like to bill certain items (e.g. monthly billing), you have to use SAP GUI. SAP Menu → Service → Billing → Maintain Billing Due List Search with your (contract) document number.

2.

Which billing item category was determined? Why?

3.

Check the document flow for the billing document. Which entries does it contain?

Task 2: Use ERP Billing to create a billing document for another kind of service contract. 1.

Create a service contract of type Contract w. ERP Bill. (Z300) for your customer, ##Megastore, and use product SER_021_ERP with quantity 1. Release and save the contract, and write down the number: _________________ Continued on next page

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2.

What kind of product is SER_021_ERP? Where was it created?

3.

Take a look at the transaction history of the service contract. What do you observe?

4.

Bill the service contract in the ERP back-end system.


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Solution 7: Service Contract Billing Task 1: Use CRM Billing to create a billing document for your service contract. 1.

Maintain the billing due list, expand the line item with your contract number, and create the billing documents. Hint: In the WebClient UI it is only possible to bill the entire service contract. If you only would like to bill certain items (e.g. monthly billing), you have to use SAP GUI. SAP Menu → Service → Billing → Maintain Billing Due List Search with your (contract) document number. a)

In SAP GUI choose SAP Menu → Service → Billing → Maintain Billing Due List Document Number: Choose Execute. Expand the item corresponding to your contract using the triangle icon. Mark the first sub-item which corresponds to the billing plant item of the first month and choose iconIndividual Billing. Check the data and save the billing document.

2.

Which billing item category was determined? Why? a)

In SAP GUI the billing item category can be observed in the billing due list (last column). The billing item category FAPF has been determined. Optional: In CRM WebClient UI navigate to the details of a billing document. In the Assignment Block Items you find the Billing item category Billing Req. Item – Billing Plan (FAPF). Hint: In one of the above exercises you maintained billing item category determination for your new service contract transaction type (ZC##) and the item category (SCN) therein. These settings have been applied here. Continued on next page

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Check the document flow for the billing document. Which entries does it contain? a)

In CRM WebClient UI choose Billing Choose Search → Billing Documents. Payer ID:

Select the line with the first of your billing documents and choose the link in column Billing Doc. ID. Choose the assignment block Referenced Transactions. Here you can find the service contract. Choose the assignment block Follow-Up Transactions. Here you can find the accounting document.

Task 2: Use ERP Billing to create a billing document for another kind of service contract. 1.

Create a service contract of type Contract w. ERP Bill. (Z300) for your customer, ##Megastore, and use product SER_021_ERP with quantity 1. Release and save the contract, and write down the number: _________________ a)

Choose Service Contracts Choose Create → Service Contract. Choose Contract w. ERP Bill. Description:

Contract ERP Billing ##

Sold–to party:

##Megastore

Product:

SER_021_ERP

Quantity:

1

Release and save the contract and write down the number. Status:

Released

Choose Save. Write down the number: ____________________. Continued on next page

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2.

What kind of product is SER_021_ERP? Where was it created? a)

In assignment block Items, choose the link in column Product ID for product SER_021_ERP. Press button Edit. The main product category is MAT_DIEN (Service). Some data parts are not ready for input because the original system is different. The product was created in the ERP system and transferred to CRM.

3.

Take a look at the transaction history of the service contract. What do you observe? a)

Choose assignment block Transaction History. A replicated document of type Debit Memo Request was created in the ERP system.

4.

Bill the service contract in the ERP back-end system. a)

SAP Menu → Logistics → Sales and Distribution → Sales → Order → Display. Order:

Choose ENTER. Choose menu Sales document → Billing. Save the billing document.

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Lesson Summary You should now be able to: • Understand the main features and functions of CRM service contracts • Create a new type of service contract in Customizing • Create and test a new type of service contract • Understand contract determination

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Unit Summary

Unit Summary You should now be able to: • Understand the purpose of service agreements • Create a service agreement and test agreement determination • Describe the options for Service Level Agreements. • Understand the main features and functions of CRM service contracts • Create a new type of service contract in Customizing • Create and test a new type of service contract • Understand contract determination

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Unit 4 Service Plans Unit Overview This unit gives a compact overview of service plan functionality in SAP CRM.

Unit Objectives After completing this unit, you will be able to: • • • •

Describe the functions and contents of service plans Create a service contract, including a service plan item Understand Service Plan Simulation Simulate a Service Plan

Unit Contents Lesson: Service Plans .........................................................124 Lesson: Service Plan Simulation .............................................134 Exercise 8: Creating a Service Plan .....................................137

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Lesson: Service Plans Lesson Overview This lesson introduces basic features of CRM service plans. Also relevant master data and specific transaction settings are presented.


Describe the functions and contents of service plans Create a service contract, including a service plan item

Business Example Your service organization would like to maintain technical objects repeatedly and it should only be described once. With service plans it is also possible to use time or counter-based interval strategies.

Figure 53: Service Plans

You can use a service plan to schedule and organize periodic services that occur repeatedly at certain intervals, such as regular maintenance, ahead of time. Service plans help you to save costs resulting from unforeseen outages or breakdowns, to plan services in a better and more transparent way, and to schedule resources, like personnel or materials, more efficiently.

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Lesson: Service Plans

Follow-up documents are generated using an action on sub-item level: •

Temporal trigger – –

•

Performance-dependent trigger – –

•

Based on time interval (for example, every year) Fixed Interval – terminated by confirmation

Based on counter readings Fixed counter interval with date forecast

Complex trigger –

Combination of the above.

Service orders are created from a service plan using actions (the Post Processing Framework). The service plan creates release objects, such as service orders, in the system with the help of scheduling, which can take place on the basis of time intervals or counter readings Three steps are carried out by the system: 1. 2. 3.

Create a service order by copying the service plan item (copy control). Merge the new service order with additional data (sub-items from a service order template, reference objects, or dates). Update the service plan by calculating the next planned date.

Figure 54: Two Options for Planned Services

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You can functionally enhance a service contract by adding a service plan. To do so, you enter one or more service plan items at item level in the service contract (left part of the figure above). A service plan created in this way differs from an independent service plan in that data can be entered for business partners and billing, and this type of service plan has a time limit, since it ends when the service contract runs out. The service plan appears in the service contract at item level as a separate item category. According to the way your service contract is set up, you can create service plan items as subitems for a service contract item, or you can add service plan items directly to the service contract header without the contract item in between. To enable processing of planned dates and service plan data, such as interval values, assign item category SPLA (Service Plan Item) to the item. This item category must be assigned to the item object type Service Plan Item CRM (BUS2000148) in Customizing. If you want to create a service contract item with service plan items under it, you can use the product proposal in the service contract item. This way, you can automate creation of the service plan items You first create a service contract item for a service plan, and would like to define service plan items as subitems. You can use the product proposal to help you make your entries when creating the service plan items. In the case of the product proposal, relevant services are proposed for selection for the reference object that you enter in the object list of the service contract item. A service plan item is created automatically for each service that is selected. The service plan can be a separate business process which is independent of the service contract. Contract-independent service plans primarily reference the object on which the services will be performed, and are valid for the entire lifetime of the object. Unlike service plans that are bound to service contracts, contract-independent service plans contain no data specific to the customer or sold-to party, and they are not related to the validity period of a service contract. For contract-independent service plans, SAP delivers the transaction type SRMP (SAP Service Plan) in standard Customizing. This transaction type has the leading transaction category Service Plan (BUS2000245). In addition, item category SPMP (Service Plan Item in Service Plan) is available for contract-independent service plans. This item category must be assigned to the item object type Service Plan Item CRM (BUS2000148) in Customizing.

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Figure 55: Life Cycle of an Object, Service Contract, and Service Plan

The service plan no longer has to be linked to the contract, but can be linked to the object to be serviced. This feature enables the service plan to remain assigned to the object for its complete life cycle, even if its owner changes. A service plan can be linked to a contract or stand alone •

•

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Scenario 1 shows the linkage of a service plan to the reference object. The service plan exists independent of the location or assignment to a customer (service contract) Scenario 2 shows the situation where a service plan is linked to a service contract. A service plan exists only, when there is an existing service contract.


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Figure 56: Service Interval Template

Service interval templates are defined within SAP GUI (SAP Menu → Service → Maintain Service Interval Templates). A Service order template describes only the scope of planned services and not the actual execution (customer and time frame).

Figure 57: Service Intervals and Products

Service plan products are maintained via the WebClient UI (Accounts & Products → Search/Create → Products/Product). A service plan product should to be assigned to the item category group Service Plan Product (SPLA).

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A service plan product needs the set type SERVICEPLAN to allow the maintenance of a service interval template. Caution: The Interval Template field is hidden in the standard delivery. UI configuration is necessary in order to make this field available within the product application.

Figure 58: Scheduling Scenarios

Scheduling, in this context, is defined as: •

A general rule about the frequency and the parameters of a planned service

The following scheduling types are provided: • • • •

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All scheduling types can depend on all service plan types • • •

Time Counter Both time and counter: –

For example, “Mobility Service” for cars: → Inspection every 15,000 km → 20% rebate on time and material → Mobility warranty for one year (breakdown service and so on).

–

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? → What about costs and revenues for mobility services?

All service plan types can be combined with all scheduling types.

Figure 59: Scheduling

The system calculates the planned dates (that is, the dates on which a service should be performed) for the services defined in the service plan. The “Planning Start Date” is calculated on the start of planning. This is, by default, the current date when the service plan item is created - because the date rule “Todays Date” is assigned by default to the date type “Planning Start Date” in Customizing.

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Planned dates can be determined for counter-based scheduling by means of a consumption prediction or a calculated consumption value. For time-based scheduling, the planned date is calculated using the service interval that was defined in the service plan. Follow-up documents (such as service orders or quotations) are created before the planned date is reached. The date on which a follow-up document is created is defined by the date type “Release Date”. You can use the duration “Lead Time” to calculate the “Release Date”. After the “Release Date” is exceeded, an action is triggered and a follow-up document is created in the system. As soon as the document is created, the service employee can process and confirm the document. A Business Add-In for the Service Plan (CRM_SERVICEPLAN_BADI) is available.

Figure 60: Creating a Service Order from a Service Plan Item

A service plan item is a sub-item of the service contract item. If a service order template has been assigned to the service interval template of the service plan product, the service order template items are copied in the service order item as sub-items. Pricing of the service order item and sub-items can be influenced by the service contract item. CO integration can be achieved by using the service contract item or service contract header as a Controlling object. The Post Processing Framework (PPF), which can be used either manually or automatically, allows interaction of the dates and actions of the individual service plan items to be monitored, and also allows the generation of follow-up documents.

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A background job can be set up for automatic monitoring that checks, at regular intervals, if all the scheduled actions comply with the start condition and, if necessary, generates the follow-up documents. The data from the service plan item is first copied to the item of the new business transaction during generation of the follow-up documents. Additional data, such as price agreements, can be copied from the service contract. The planned dates in the service plan can then be recalculated, and the service plan can be updated accordingly. If more complex services are to be used on a planned date, you can predefine a business transaction template in which the detailed services and their scope are entered, such as a service order template. You can assign a business transaction template to a service interval either within a service interval template, or in the contract during maintenance of a service plan item.

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Lesson Summary You should now be able to: • Describe the functions and contents of service plans • Create a service contract, including a service plan item

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Lesson: Service Plan Simulation Lesson Overview This lesson introduces the Service Plan Simulation options which are helpful for planning of resources like service technicians and service parts.


Understand Service Plan Simulation Simulate a Service Plan

Business Example

Service Plan Simulation

Figure 61: Service Plan and Forecast

Simulation of service plans or service contracts provides you with a list of future service orders and enables you to determine the resources (service employees, service parts) required for each service order, and to calculate the workload for a predefined period. Service plans can be simulated for a short-term period (such as the upcoming week or month), or also for a long-term period (such as the entire lifecycle of a service plan). You can also, for example, simulate all

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Lesson: Service Plan Simulation

existing service plans, or only the service plans of a certain customer for a defined period. In addition, you can fix a time for the start of the simulation. For example, you can make a setting for all the service plans for the upcoming month to be simulated at the start of every month Process of Service Plan Simulation can be describes as follows: 1. 2. 3. 4. 5.

Enter parameters for forecast horizon Select all service contracts with service plan within this horizon The system creates virtual service orders to determine resources for search service event date. View a list of dates and services orders containing the desired information (resources, products, dates etc.) Transfer data to SAP NetWeaver BI

Service plan simulation can be executed by choosing Service Contracts → Search → Service Plan Simulation. During the simulation, virtual service orders are created using existing service plans and their date rules. These virtual service orders are displayed in the list together with additional information, such as information about the required resources and products. The virtual service orders cannot be stored in SAP CRM, but they can be read and evaluated for business purposes without the data having to be transferred to SAP NetWeaver Business Intelligence (SAP NetWeaver BI) first for analysis. If necessary, you can send the data forecast during the simulation to SAP NetWeaver BI to perform further, more detailed analyses, or to compare current and planned service data. SAP supplies predefined queries for analyzing the simulated data in SAP NetWeaver BI.

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Figure 62: Forecasting: Process Steps in SAP CRM

If necessary, you can send the data forecast during the simulation to BI to perform further, more detailed analyses, or to compare current and planned service data. SAP supplies predefined queries for analyzing the simulated data in BI.

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Exercise 8: Creating a Service Plan Exercise Objectives After completing this exercise, you will be able to: • Explain the concept of service plans • Create a service contract with a service plan item • Simulate a service plan

Business Example Service plans help you to save costs incurred through unforeseen downtimes and increase efficiency, for example, through improved and more comprehensible planning and more efficient scheduling of resources, such as employees or materials.

Task 1: Examine a special service plan product that will later be used in a service contract (such as a service plan item). 1.

In the WebClient UI find and open the service product SPL_SERVER.

2.

Which item category group is assigned to the product?

3.

Which interval template is assigned to the service plan?

Task 2: In SAP GUI examine the service interval template that was assigned to the service plan product. 1.

Which service plan type is used?

2.

Which scheduling type for service interval is used?

3.

How frequently will service orders be generated?

4.

Which service order template (transaction template) is assigned?

Task 3: In the WebClient UI take a look at the service order template (transaction template) which was assigned to the service interval template. 1.

Which products are assigned to the service order template?


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Task 4: Where in customizing for transaction types can you define that a new transaction of that kind has the characteristic of a template? 1.

Check the details of the transaction type SRVT.

Task 5: Create a new service contract but this time with an additional service plan item. 1.

Create a service contract of type Service Contract and enter the following data: Description:

##Service Plan

Sold–to Party:

##Megastore

Add product SER_022 with quantity 1 and – as a sub–item – the product SPL_SERVER, also with quantity 1. 2.

Which item category was determined for the service plan product?

3.

Check the service plan data on item level.

4.

Is an action scheduled for the service plan item?

5.

Release the service contract and check the scheduled actions again. Is there a scheduled action available?

6.

Save your service contract.

7.

Use the Action Monitor in SAP GUI to generate a follow–up service order. Select the scheduled action using the search criteria Application Key. Hint: Enter your contract number with preceeding and succeeding wildcard (“*”). You could alse enter Action Profile SERVICEPLAN or Action Definition CREATE_SERVICEORDER

8.

In the WebClient UI go to the assignment block Transaction History of your service contract and check if a service order is displayed. Have all the products from the transaction template been copied into the service order?


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Task 6: Perform a simulation of service plans. 1.

How many service orders do you expect to be simulated when selecting your service contract?

2.

Start the service plan simulation and simulate service orders for your service contract. Use appropriate selection parameters (transaction type Service Process; Simulation of Next 12 Months).

3.

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Can you explain the outcome?


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Solution 8: Creating a Service Plan Task 1: Examine a special service plan product that will later be used in a service contract (such as a service plan item). 1.

In the WebClient UI find and open the service product SPL_SERVER. a)

Choose Accounts & Products Choose Search → Services. Service ID:

SPL_SERVER.

Choose Search. 2.

Which item category group is assigned to the product? a)

Select the corresponding entry in the result list by clicking the link in column Service ID. The item category group can be found in assignment block Service Details. It is SPLA (Serv. Plan Products).

3.

Which interval template is assigned to the service plan? a)

The Interval template can be found in assignment block Service Details. Interval template IDES_HT_1 is assigned.

Task 2: In SAP GUI examine the service interval template that was assigned to the service plan product. 1.

Which service plan type is used? a)

SAP GUI: SAP Menu → Service → Maintain Service Interval Templates. The Service Plan Type is Time–Based

2.

Which scheduling type for service interval is used? a)

The Scheduling Type is Cyclical


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3.

How frequently will service orders be generated? a)

Select the template line and double–click Service Interval in the dialog structure on the left. A service order will be generated every three months.

4.

Which service order template (transaction template) is assigned? a)

Service Order Template (Transaction template) 200670

Task 3: In the WebClient UI take a look at the service order template (transaction template) which was assigned to the service interval template. 1.

Which products are assigned to the service order template? a)

Choose Service Orders Choose Search → Service Order Templates Service Order Template ID:

200670

Choose Search. Select the corresponding item and click the link in column Service Order Template ID. The products can be found in assignment block Items. Two products are assigned to the service order template: service produckt SRV1_4 and service part R–1130.


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Task 4: Where in customizing for transaction types can you define that a new transaction of that kind has the characteristic of a template? 1.

Check the details of the transaction type SRVT. a)

Check the details of the transaction type SRVT (SAP Serv. Ord. Templ). SAP Menu → Architecture and Technology → Configuration → Customizing Choose SAP Reference IMG. SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types. Find and select entry SRVT. Choose Details (

).

In the General settings observe that the field Template Type is set to D (= Template for Transactions: CRM Online Without Document Flow).

Task 5: Create a new service contract but this time with an additional service plan item. 1.

Create a service contract of type Service Contract and enter the following data: Description:

##Service Plan

Sold–to Party:

##Megastore


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Add product SER_022 with quantity 1 and – as a sub–item – the product SPL_SERVER, also with quantity 1. a)

Choose Service Contracts Choose Create → Service Contract. Choose Service Contract. Description:

##Service Plan

Sold–To party:

##Megastore

Choose the assignment block Items. Product ID:

SER_022

Quantity:

1

Choose ENTER.

2.

100

Product:

SPL_SERVER

Quantity:

1

Which item category was determined for the service plan product? a)

3.

Higher–Lev. Item:

The item category can be found in assignment block Items. The item category is Service Plan Item (SPLA).

Check the service plan data on item level. a)

Choose Actions → Edit ( service plan item.

) to navigate to the item details of the

Choose the assignment block Service Plan Item Details. Here you can find the scheduling type and service plan type. Choose assignment block Interval Details. Here you can find the interval value and unit, as well as the template. 4.

Is an action scheduled for the service plan item? a)

If necessary use Personalization in order to display the assignment block Scheduled Actions. Choose button Schedule New Actions. No, there is no action scheduled yet. Continued on next page

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Release the service contract and check the scheduled actions again. Is there a scheduled action available? a)

Choose Back. Status:

Release

Again go to the item details of the service plan item. Now a scheduled action Planned Service is available. 6.

Save your service contract. a)

Choose Back. Choose Save.

7.

Use the Action Monitor in SAP GUI to generate a follow–up service order. Select the scheduled action using the search criteria Application Key. Hint: Enter your contract number with preceeding and succeeding wildcard (“*”). You could alse enter Action Profile SERVICEPLAN or Action Definition CREATE_SERVICEORDER a)

SAP Menu → Service → Action Monitor Application Key:

<* your contract number *>

ChooseExecute. After a successful selection, mark the line corresponding to your service plan item. Choose Process. 8.

In the WebClient UI go to the assignment block Transaction History of your service contract and check if a service order is displayed.


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Have all the products from the transaction template been copied into the service order? a)

Display the service contract header details. Open the Assignment Block Transaction History. A service order has successfully been generated and is displayed. Have all the products from the transaction template been copied into the service order? Navigate to the service order. Yes, all items have been copied into the service order.

Task 6: Perform a simulation of service plans. 1.

How many service orders do you expect to be simulated when selecting your service contract? a)

2.

Since the flag Contract End Date is set to today + 12 month and the service interval template uses the interval every three months, three service orders should be simulated. One service order was already created in the previous exercise.

Start the service plan simulation and simulate service orders for your service contract.


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Use appropriate selection parameters (transaction type Service Process; Simulation of Next 12 Months). a)

Choose Service Contracts Choose Search → Service Plan Simulation. Transaction ID:

Choose Search. Select your contract and choose Simulation. Simulation Date To:

one year from today

Transaction Type:

Service Process

Choose Simulation. Alternative: Choose your service contract and make sure that you are in display mode, otherwise the simulation will not be possible. Via the item number navigate to the item details of the service plan product. In assignment block Overview you can already see the first created service order. Press button Simulation. Target Transaction Type:

Service Process

Choose Simulate 3.

Can you explain the outcome? a)

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In the result list you should see three different Planned Dates, one for every service order (item). For every position of the service plan you can find one item in the simulation. The action you executed in one of the prior exercises already triggered the first service order. You can see this service order in assignment block Overview of the service contract item.


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Lesson Summary You should now be able to: • Understand Service Plan Simulation • Simulate a Service Plan

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Unit Summary

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Unit Summary You should now be able to: • Describe the functions and contents of service plans • Create a service contract, including a service plan item • Understand Service Plan Simulation • Simulate a Service Plan

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Unit 5 Service Order Management Unit Overview This unit introduces basic features of CRM service orders and follow-up and related functionality. Possible follow-up functions are the dispatching of service technicians (resource planning), service confirmation processing as well as billing and controlling integration. At the end of this unit, different SAP ERP integration aspects are explained.

Unit Objectives After completing this unit, you will be able to: • • • • • • • • • • • •

Understand the concept of CRM service orders Explain basic and advanced functions of CRM service orders Understand integration aspects of the CRM service order with SAP ERP Understand the Resource Planning Application Personalize the Resource Planning Application Create Assignments within the Resource Planning Application Understand the concept of CRM service confirmations Explain basic functions of CRM service confirmations Describe the integration aspects of CRM service confirmations with SAP ERP Create an amount allocation for services that have been performed. Create billing documents for services that have been performed. Describe the options for controlling integration.

Unit Contents Lesson: Service Order .........................................................151 Exercise 9: Service Order .................................................173 Lesson: Resource Planning ...................................................184 Exercise 10: Resource Planning .........................................201 Lesson: Service Confirmation .................................................217 Exercise 11: Service Confirmation .......................................233 Lesson: Amount Allocation ....................................................240

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Lesson: Service Billing .........................................................246 Exercise 12: Billing .........................................................251 Lesson: Service Controlling Integration......................................258 Exercise 13: Optional Exercise: ERP Integration ......................265

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Lesson: Service Order

Lesson: Service Order Lesson Overview This lesson introduces the general features of service orders. After introducing the basics in service order processing, some specific functions relevant in service order processing will be explained in more detail.


Understand the concept of CRM service orders Explain basic and advanced functions of CRM service orders Understand integration aspects of the CRM service order with SAP ERP

Business Example Your company offers service to technical equipment sold to the customers. Therefore you need to understand basic features of CRM service order processing.

Service Order Basics

Figure 63: Service Order in the WebClient UI

The above figure shows a CRM service order in the CRM WebClient UI. A business role Service Professionial (SERVICEPRO), which allows to create different service documents, is delivered with SAP standard customizing.

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Service orders can also be created via CRM Interaction Center WebClient UI, CRM Web Channel (Internet Customer Self-Service) or using a mobile device.

Figure 64: Structure of a Service Order

As with all other CRM documents, a service order consists of header and item data.. Each transaction type is assigned to a leading business transaction category. Service transaction is a business transaction category of its own. The service process functions are controlled by a transaction type and item categories. A service order can be created with reference to a service agreement or service contract. Based on the main reference object that you have entered in the service order, you can display a list of relevant products for the order items. This functionality is called Product Proposal. Inheritance of reference objects from header to item level takes place automatically. The multilevel categorization and the reference objects is inherited from the header level to the item level. If a reference object or categorization is deleted at header level, this reference object or categorization is also deleted at item level. If a reference object or categorization is changed at item level, the inheritance history is lost.

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In the service order pricing takes place using the SAP CRM pricing functions. You can specify an accounting indicator in a service order item to determine different prices for products, based on absolute or percentage discounts and surcharges for services performed under warranty. You can also use the accounting indicator in a service order item to determine the settlement receiver of costs. For example, in the case that a service is covered by a warranty, you may want the quality management department to be the receiver, and in the case of a free-of-charge repair, you may want the sales department to be the receiver instead of the executing cost center. You can change the default assignment of amounts to bill-to parties and controlling cost objects. For more information, see Amount Allocation with SAP ERP Integration. The amount allocation defined in the service order is not binding. To trigger billing and the posting of costs and revenues according to your amount allocation settings, you need to create a billing request as a follow-up transaction to a service order and release the billing request. You can either bill for the resources planned in a service order, or for the resources actually used and recorded in a service confirmation. Actions can be used for output determination and for escalation management. Caution: CRM service orders are not replicated/converted into ERP service orders.

Figure 65: Service Product Item

Service processing is triggered by an item that contains a service product. 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.

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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 setup of products of type Service in CRM is documented in CRM customizing: •

SAP Implementation Guide → Customer Relationship Management → Master Data → Products → Special Settings for Service Processes → Define Service Products.

Figure 66: Service Part Item

Products of type Material can be loaded from SAP ERP to SAP CRM. The technicians stock is represented by a • • •

Storage Location in SAP ERP Technician consignment stock in SAP ERP Customer consignment stock in SAP ERP

In SAP ERP you define, which logistics scenario you would like to use: •

SAP Customizing Implementation Guide → Integration with Other mySAP.com Components → Customer Relationship Management → Settings for Service Processing → Logistics Integration → Create and Change Logistics Scenario for Material Withdrawal.

It is possible to create purchasing documents for CRM Service spare part items. •

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SAP Customizing Implementation Guide → Integration with Other mySAP.com Components → Customer Relationship Management → Settings for Service Processing → Logistics Integration → Set Purchasing Document Types for CRM Logistics Integration.


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Figure 67: Sales Product Item

A sales product item within a service order triggers the CRM Middleware to transfer / create a sales order (item) in ERP. Logistics Execution processes (Delivery; Transfer Order; Goods Issue) are possible follow-up steps. When creating a delivery, the system updates the CRM service order status and transaction history (document flow). 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).

Figure 68: Expense Item

You are able to enter any expenses incurred during your service activities.

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Figure 69: Tool Item

You can enter tools for service orders and service confirmations in order to bill them to your customers and to determine and allocate internal costs. You can enter the number or the duration of use. Tools are divided into the following tool categories: •

•

Individual tool: A tool that can be uniquely identified by a serial number or an ID. You enter individual tools as objects in SAP CRM. Individual tools are tools that are valuable or difficult to procure. For example, if certain types of work can only be carried out using a specific lifting platform, you enter this tool as an individual tool, which means it can be identified. Examples: Hangar, measuring device, lifting platform Material tool: A tool that is only managed quantitatively and which cannot be identified uniquely. You enter material tools as CRM Material products in SAP CRM. You use material tools if it does not matter which particular tool is used. Examples: Hammer, screwdriver

It is recommended to create a specific product category for Tools.

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Figure 70: Service Order Templates

You use service order templates to define reusable sets of service-related data that minimize the amount of time required to create a service transaction. A service order template describes only the scope of planned services and not the actual execution (customer and time frame). Service Order Templates basically have the same characteristics as Service Orders. You can create hierarchies of templates by referencing a template from within another template. Depending on your Customizing settings, you can: • •

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Create a service order on the basis of the service order template, as a follow-up transaction Create a service order template on the basis of a service order, as a follow-up transaction


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Figure 71: Item Hierarchy

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 higher-level item, an additional tab Item Hierarchy displays where the item hierarchy is represented graphically. When values from sub-items are cumulated, this value is assigned to the higher-level item: Pricing conditions can either be duplicated in all assigned sub-items or applied to the cumulated value of all assigned sub-items. A BAdI is provided to enable customers to define specific rules regarding the culmination of values. • •

•

You are able to define how the durations and quantities are to be cumulated using the BadI CRM_SERVICE_I_HIER_CUM. The standard delivery of SAP CRM includes the implementation CRM_SERVICE_I_CUM. This implementation defines that only the sub-item quantities of the very next level are cumulated. If these items themselves have sub-items with quantities, these quantities are not cumulated right up to the top level. The condition 0KUM is available for the culmination of pricing data. For this, the condition type must be entered in the calculation procedure and the calculation procedure must be assigned to the sales organization.

Account Assignment: The system posts costs automatically to the account assignment object of the higher-level item. This is also true, if for example, you assign unplanned confirmation items to a planned confirmation item.

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Figure 72: Business Transaction Category: Header

Transaction types are defined in Customizing. A transaction type defines the attributes and characteristics of a business transaction (for example, sales order, service request, visit) and the controlling attributes (for example, text determination procedure, partner determination procedure, status profile, organizational data profile). A transaction type controls how a specific business transaction is processed. A transaction type is assigned to one or more business transaction categories (such as, sales, activity). The business transaction category specifies the business context in which a transaction type can be used (for example, service, sales, activity). One business transaction category is the leading business transaction category. This category is simply a preference and is not related hierarchically to the other business transaction categories. A sales transaction with business activity data, for example, would be more likely to have 'sales' as a leading business transaction category than 'business activity'. Choose SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types

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Figure 73: Business Transaction Category: Item

Item Categories are defined in Customizing. An item category specifies the properties and attributes of a business transaction item, and therefore controls how the item is processed. Choose SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Categories

Additional Service Order Functions

Figure 74: Categories, Reference Objects and Product Proposal

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Multi-Level Categorization: • •

Codes, catalogs and subject profiles have be maintained in Customizing (Basic Functions) Categories have to be maintained using the WebClient UI application Service Operations → Create → Categorization Schema

The usage of product proposals require that product relationships have been maintained. •

Standard relationship types “Services” and “Service Parts” are provided within product maintenance. As of SAP CRM 7.0 it is also possible to use a relationship type “Service Parts - ERP”. Service Parts - ERP represent Bill of Material Information from SAP ERP.

Figure 75: Categories, Reference Objects and Product Proposals in the application

This slide shows a CRM service order in the WebClient UI and refers to the basic functions mentioned before.

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Figure 76: Multi-Level Categorization

Customizing of Subject Profiles •

SAP Implementation Guide → Customer Relationship Management → Basic Functions → Catalogs, Codes and Profiles → Define Subject Profiles.

Assign Subject Profile to Transaction Type and/or Item Category •

Choose the Service Process details.

Maintain categories and assign codes from Subject Profile. When using multi-level categorization within CRM orders (e.g. service orders, complaints), it is necessary to map categories to codes.

Figure 77: Counter Integration in Service Orders

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Possible counter reading scenarios include: • •

• • •

Recording service histories (for example, recording the mileage during the technical inspection of a car) Claiming services (for example, recording the number of times that a customer was in contact with your consultancy team during an implementation project) Recording energy consumption (for example, household gas or electricity readings) Assessing warranty claims based on consumption (for example, a car warranty is only valid for the first 30,000 miles) Scheduling service plans (for example, the next scheduled maintenance work should be scheduled after 1000 operating hours).

Figure 78: Planned Costs in Service Orders

You can use this integration function to retrieve planned costs from SAP ERP for services, service parts, tools, and sales products that have been replicated from SAP ERP. Hint: This function is supported as of SAP enhancement package 4 for SAP ERP 6.0.

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Cost elements from SAP ERP are shown in the Price Details assignment block, on header and item level of a business transaction. If you want to display costs and a margin in the Price Totals assignment block, you need to configure the UI component CRMCMP_PRC to include the relevant fields. If costs change in SAP ERP, you can trigger repricing from the edit view of the Price Details assignment block to show the new costs. No currency conversion takes place for costs. Costs are displayed in SAP CRM in the business transaction currency. You can also set up pricing in SAP CRM to calculate margins, based on the planned costs from SAP ERP.

Determinations and Checks

Figure 79: Determinations and Checks - Overview

Contract Determination • •

Service Level Agreement (SLA) dates are determined on the basis of the contract and overwrite standard response dates and times in the service order The object list in the service order shows which items are covered by the contract.

Warranty Check •

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Warranty data is displayed in the service order header or service order item details.


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Credit Limit Check •

•

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. 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

Figure 80: Qualification Requirement Determination

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: • • • • • •

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Qualification Requirement determination is activated/controlled in Customizing: •

•

SAP Implementation Guide → Customer Relationship Management → Workforce Deployment → General Settings for Service Resource Planning → Qualifications → Define Parameters for Qualification Requirements in Transaction. SAP Implementation Guide → Customer Relationship Management → Workforce Deployment → General Settings for Service Resource Planning → Qualifications → Define Parameters for Qualification Requirements for Item Category.

Package Quotations

Figure 81: Package Quotation

You can use package quotations to sell packaged solutions to your customers by creating a quotation for combinations of different types of product (tangible products, services, and contract items). These combinations of product are modeled as product packages in your master data. When packages are entered as items in a quotation, the default package components, that is main item and subitems, are displayed automatically. You can display the items in a hierarchy view. You can do the following, depending on how the product package is configured: Choose between alternative package components within one group Select or deselect optional package components. Once a quotation has been released and saved, follow-up transactions are generated automatically, based on the quotation status. To accept the whole quotation (or only parts of it), you set the status at header level to Released. If the

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statuses at item level have not already been set to Released, changing the status at header level to Released automatically changes the item statuses to Released. Although package quotations can be partially accepted, packages themselves have to be accepted as a whole, by releasing the main item. Once this has happened, follow-up transactions are created for the mandatory subitems, and the status of the package subitems is set to Released. Once an item has been copied into a follow-up transaction, the status of the item is set to Completed. Customizing prerequisites • •

•

The relevant transaction type contains the flag Package Explosion Item categories of types BUS2000131 CRM Sales Item, BUS2000140 CRM Service Product Item and BUS2000146 CRM Service Material Item contain flag Package Explosion. Every item category that is used in the package quotation (item category determination!) needs the setting Initially a Quotation, Quotation is copied to subsequent document). Caution: Without this prerequisite, it is not possible to create a package quotation in the CRM Web Client UI using Service Orders → Create → Service Order Quotation

•

An action profile similar to SERVICE_QUOTATION_PROD_PKG has been assigned to the transaction type. Caution: In the details of each action definition, a processing parameter has to be set accordingly (target transaction types).

•

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Figure 82: Product Packages

A product package is a combination of different products that are sold as a whole. The package items can be tangible products, services, or contract items. A package has a superordinate product that bundles the package components, and is typically composed of various relationships at different hierarchy levels. Product packages are used to combine different products into a package that is designed to meet certain customer requirements. Using product packages provides the following benefits: Different products can be combined based on specified rules. Packages can contain optional components as well as alternative components. Products can be offered as whole, but processed in different follow-up transactions (for example, contracts, sales orders, and service orders). Products can have special prices when offered within a package. For the creation of product packages, a number of specific relationship types have to be assigned to relevant product categories. The online help (CRM → Master Data → Product Packages contains detailed information how to set this up.

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ERP Integration of Service Orders

Figure 83: ERP Integration of CRM Service Orders

The figure above gives an overview of integration aspects of CRM service orders with SAP ERP.

Figure 84: Service Product Item - ERP Integration

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Controlling integration is set up both in CRM and in ERP Customizing: •

•

•

•

•

CRM: SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Service Transactions → Integration → Set Up Time Sheet and Controlling Integration CRM: SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Service Transactions → Integration → Replicate Service Characteristics Relevant to Controlling CRM: Customer Relationship Management → Master Data → Organizational Management → Cross-System Assignment of Organizational Units → Assign Cost Centers to Service Organizational Units ERP: SAP Customizing Implementation Guide → Integration with Other mySAP.com Components → Customer Relationship Management → Settings for Service Processing → Controlling Integration ERP: SAP Customizing Implementation Guide → Integration with Other mySAP.com Components → Customer Relationship Management → Settings for Service Processing → Time Sheet Integration → Define Derivation of Attendance Type, Activity Type and Cost Element.

Planning of Activity Types is done in SAP ERP using SAP Menu Accounting → Controlling → Cost Center Accounting → Planning → Activity Output/Prices → Change or via transaction code KP26.

Figure 85: Service Part Item - ERP Integration

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Logistics integration is set up both in CRM and in ERP Customizing: •

•

•

•

CRM: SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Service Transactions → Integration → Logistics Integration → Define Logistics Scenario for the Procurement of Materials and Services CRM: SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Service Transactions → Integration → Logistics Integration → Assign Plant and Storage Location to Service Organizational Units CRM: SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Service Transactions → Integration → Logistics Integration → Business Add-Ins for Logistics Integration ERP: SAP Customizing Implementation Guide → Integration with Other mySAP.com Components → Customer Relationship Management → Settings for Service Processing → Logistics Integration → Set Purchasing Document Types for CRM Logistics Integration.

Figure 86: Sales Product Item - ERP Integration

Customizing prerequisites for the successful transfer of CRM service order sales items to ERP are: • • • •

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ID of CRM transaction type equals ID of ERP sales document type ID of CRM item category equals ID of ERP item category Item category both in CRM and ERP are set up equally. Number assignment is harmonized (external number assignment in ERP; same number as in CRM).


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Figure 87: Expense Item - ERP Integration

You can assign appropriate Cost Elements in ERP Customizing: •

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SAP Customizing Implementation Guide → Integration with Other mySAP.com Components → Customer Relationship Management → Settings for Service Processing → Time Sheet Integration → Define Derivation of Attendance Type, Activity Type and Cost Element.


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Exercise 9: Service Order Exercise Objectives After completing this exercise, you will be able to: • Create a new transaction type for service orders • Maintain item category determination • Create and process a service order

Business Example You make yourself familiar with service order management functions and create you own transaction type for service orders. You would like to use service and service part items only in your service order and create corresponding item category determination entries.

Task 1: Create a new transaction type for service orders and adapt it so that it meets your requirements. After completing the necessary customizing steps, test you new transaction type. 1.

Create a new transaction type ZS## for Service Orders. Copy the existing entry ZSE1 (description Service Process) and enter the following data: Hint: The standard transaction type for service orders is SRVO. For training purposes you choose to copy ZSE1. Transaction Type:

ZS##

Description (short): ##Service Order Description (long): 2.

## Service Order

Since you would like to enter different kinds of products, maintain item category determination for the newly created transaction type. You would like to be able to enter standard service items (item category group Service item [SRVO]), standard service part items (item category group Service Material [SRVM]) and standard service part items as sub–items to service items. For training purposes you use a specific item category ZSRP for service items as well as standard entry SRVM for service part items. Maintain the following entries in item category determination: Continued on next page

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Please be aware that a fourth – training specific – entry was added to the following table!

3.

Transaction Type

Item Category Group

Item Category Usage

Main Item Category

ZS##

Service item

ZSRP

ZS##

Service Material

SRVM

ZS##

Service Material

ZS##

Standard item

ZSRP

Item Category

SRVM SRVM

Analyze the item categories ZSRP and SRVM that will be used within your service orders. a) What are the short descriptions of both item categories? b) What are the item object types of those item categories? c) What is the billing relevance of both item categories? d) Which item category is resource planning relevant? e) Which item category is confirmation relevant?

4.

Since you created a new transaction type in CRM, it is necessary to replicate service characteristics (Transaction Types) relevant to ERP controlling. Otherwise controlling integration is not working properly in the system. Hint: SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Service Transactions → Integration → Replicate Service Characteristics Relevant to Controlling

Task 2: Test your settings and create a Service Order of type ## Service Order (ZS##) in the CRM WebClient UI. 1.



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Description:

##First Service Order

Sold–to Party:

##Megastore

Product (Service):

SRV1_4

Quantity:

2 AU

Product (Service Part):

R-1130

Quantity:

1 PC


R-1140

Quantity:

1 PC

If service contract items are determined, assign any of them to the service order items. 2.

Check for resource planning - and confirmation relevance of the line items. Hint: You have to switch from Show All Items to Service Items and Service Part Items in order to see more item specific details. Also use personalization options!

3.

How can you integrate service order templates (e.g. predefined repair steps and necessary service parts) into service order creation?

4.

Who is the responsible service technician group for the service item?

5.

Can you add tool items to the service order? Why or why not?

6.

Release all items, save the service order, note the number and create a Saved Search for it. _________________

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Solution 9: Service Order Task 1: Create a new transaction type for service orders and adapt it so that it meets your requirements. After completing the necessary customizing steps, test you new transaction type. 1.

Create a new transaction type ZS## for Service Orders. Copy the existing entry ZSE1 (description Service Process) and enter the following data: Hint: The standard transaction type for service orders is SRVO. For training purposes you choose to copy ZSE1. Transaction Type:

ZS##

Description (short): ##Service Order Description (long): a)

## Service Order

SAP GUI: SAP Menu → Architecture and Technology → Configuration → Customizing Choose SAP Reference IMG. SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types Choose the button Position. Transaction Type:

ZSE1

Choose ENTER, mark the entry and choose Copy As. Transaction Type:

ZS##


## Service Order

Description (long):

## Service Order

Choose ENTER to start the copy process. Confirm the pop–up and save the data. Continued on next page

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2.

Since you would like to enter different kinds of products, maintain item category determination for the newly created transaction type. You would like to be able to enter standard service items (item category group Service item [SRVO]), standard service part items (item category group Service Material [SRVM]) and standard service part items as sub–items to service items. For training purposes you use a specific item category ZSRP for service items as well as standard entry SRVM for service part items. Maintain the following entries in item category determination: Please be aware that a fourth – training specific – entry was added to the following table! Transaction Type

Item Category Group

ZS##

Service item

ZSRP

ZS##

Service Material

SRVM

ZS##

Service Material

ZS##

Standard item

a)

Item Category Usage

Main Item Category

ZSRP

Item Category

SRVM SRVM

SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination Choose the button New Entries and enter the data given in the exercise table one by one.

3.

Analyze the item categories ZSRP and SRVM that will be used within your service orders. a) What are the short descriptions of both item categories? b) What are the item object types of those item categories? c) What is the billing relevance of both item categories? d) Which item category is resource planning relevant? e) Which item category is confirmation relevant? a)

What are the short descriptions of both item categories? Continued on next page

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SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Categories Choose Position. Item Category:

ZSRP

Mark the entry and choose Details. Description (short):

Service w. res.plan

Repeat the steps for item category SRVM. Description (short): b)

Service Mat. Item

What are the item object types of those item categories? Item Object Type (ZSRP):

CRM Service Product Item

Repeat the steps above for item category SRVM. Item Object Type (SRVM): c)

CRM Service Material Item.

What is the billing relevance of both item categories? In the structure tree on the left double-click Assignment of Business Transaction Categories. Choose Sales. In the structure tree on the left double-click Customizing Item. Both item categories are Not Relevant for Billing.

d)

Which item category is resource planning relevant? In the structure tree on the left double-click Assignment of Business Transaction Categories. Choose Service Process. In the structure tree on the left double-click Customizing Item.


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Only item category ZSRP is relevant for resource planning. Due to the Item Object Type CRM Service Material Item, item category SRVM does not offer this flag! e)

Which item category is confirmation relevant? Both item categories are marked as confirmation relevant!

4.

Since you created a new transaction type in CRM, it is necessary to replicate service characteristics (Transaction Types) relevant to ERP controlling. Otherwise controlling integration is not working properly in the system. Hint: SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Service Transactions → Integration → Replicate Service Characteristics Relevant to Controlling a)

Choose the IMG menu path mentioned above. Mark Transaction Types and choose Execute.

Task 2: Test your settings and create a Service Order of type ## Service Order (ZS##) in the CRM WebClient UI. 1.



Sold–to Party:

##Megastore

Product (Service):

SRV1_4

Quantity:

2 AU


R-1130

Quantity:

1 PC


R-1140

Quantity:

1 PC


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If service contract items are determined, assign any of them to the service order items. a)

Log on to the CRM WebClient UI and choose Business Role Service Professional. Choose Service Orders. Choose Create → Service Order. Choose ## Service Order. Description:


Sold–to Party:

##Megastore

Choose ENTER. Choose Peter ##Finger as contact person. In the Assignment Block Items create the following entries. Product ID:

SRV1_4

Quantity:

2 (AU)

Product ID:

R-1130

Quantity:

1 (PC)

Product ID:

R-1140

Quantity:

1 (PC)

If a service contract is determined, assign the service order items to it. Hint: Due to your item category determination settings and the products entered (source of the item category group!), your service order ZS## properly determines item categories! In the CRM WebClient UI only the descriptions (text) are displayed.


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2.

Check for resource planning - and confirmation relevance of the line items. Hint: You have to switch from Show All Items to Service Items and Service Part Items in order to see more item specific details. Also use personalization options! a)

Check for resource planning – and confirmation relevance of the line items. Choose Show Service Items. Choose the Personalization icon within the assignment block Items. Make the fields Resource Planning Relevant and Confirmation Relevant available in the list view. This service item is both resource planning and confirmation relevant. Choose Show Service Part Items. Choose the Personalization icon within the assignment block Items. Make the field Confirmation Relevant available in the list view. This service item is confirmation relevant only.

3.

How can you integrate service order templates (e.g. predefined repair steps and necessary service parts) into service order creation? a)

In the Assignment Block Items choose the button Copy from Template. This button is available when you are in Edit mode.

4.

Who is the responsible service technician group for the service item? a)

Choose Show All Items or Show Service Items. Navigate to the Item Details by choosing Action → Edit. Use Personalization Options and also display the assignment block Parties Involved. Service Technician Group: Service US1 (Org Unit ID 50004983)


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Can you add tool items to the service order? Why or why not? a)

As long as item category determination is not maintained (tools use standard item category and – group SRVT), tool items can not be added to your newly created transaction type. Hint: An indicator for not being able to add tool, expense or sales items in your service order is the content of the drop-down list box Show in the assignment block Items.

6.

Release all items, save the service order, note the number and create a Saved Search for it. _________________ a)

Navigate to the Service Order Details. Choose Status → Released . Choose Save. Note the number or copy it into the clipboard. In the navigation bar choose Service Orders. Choose Search → Service Orders. Service Order ID: Save Search As:

##FirstOrder

Choose Save.

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Lesson Summary You should now be able to: • Understand the concept of CRM service orders • Explain basic and advanced functions of CRM service orders • Understand integration aspects of the CRM service order with SAP ERP

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Lesson: Resource Planning Lesson Overview This lesson introduces the Resource Planning Application which can be used to dispatch service order based demands to service technicians (resources).


Understand the Resource Planning Application Personalize the Resource Planning Application Create Assignments within the Resource Planning Application

Business Example You would like to optimize the processing of assignment (assign service order items to your service personnel and vice versa). Therefore you take a look into the standard Resource Planning Application functionality of SAP CRM.

Figure 88: Resource Planning

You use service resource planning to execute either service order-based or project-based scheduling, using a number of resources. In IMG activity SAP Customizing Implementation Guide → Customer Relationship Management → Workforce Deployment → Service Resource Planning → Basic Settings → Specify Demand Types for Resource Planning you define which type of demand is used. You can use service resource planning to comply with determined SLA dates, respond to critical situations, and improve resource utilization. Companies can use service resource planning to schedule and monitor services requested by a customer.

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Lesson: Resource Planning

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.

Figure 89: Resource Planning Application

Resource planning functions are part of the standard Business Role of a Service Professional (SERVICEPRO). Users in the role of a service resource planner schedule and dispatch order-based demands. Functions include support of flexible resource and demand searches, ability to find the most suitable resource for a selected demand.

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Figure 90: Resource Planning Application - Settings

The resource planning application can be personalized by the user. •

Resource View

• •

– Gantt Chart – Weekly View View Mode: assigned / available, remaining, Customer, Gantt Settings –

•

Horizon: How far in the future can the resource planner scroll in Gantt-View? – Smart Assignments: Use of default duration when creating assignments directly in Gantt Chart. Defaults – – – – –

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Default Resource Search Default Demand Search Default Resource View Default Scheduling Strategy together with Demand Status, e.g. not staffed Default Assignment Appearance.


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Figure 91: Resources

Resources can directly be created via CRM WebClient UI (Employee or Service Providers). If you are integrated with SAP ERP HCM, all information about the hiring, basic availability, and qualifications of the employee is stored in SAP ERP HCM, and accessed using service resource planning. If not, the information about availability and qualifications is stored in employee maintenance. When you add service arrangements using the user interface, the system updates resource planning with the information for the relevant employee. The Service Arrangement Assignment Block contains most important resource planning relevant information: •

• •

• •

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Availability: The days and times when the employee can be scheduled to meet a demand. The availability times can be entered manually or via a predefined template. Location: Address of the individual employee or of the organization to which the employee belongs to. Service Area: You use this to define the resources service area. A service area is a smaller grouping of locations beyond the organizational structure identified as being available for resources to service. Resources can be assigned to both a first-line area of service (Primary Service Area) and a secondary area of service (Alternative Service Area). Example: ZIP Code Job Function: Defines where the resource can be scheduled. Job functions might have further granularity based on a level. Qualification: The employees qualifications and the proficiency level for each qualification.


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You can define overtime limit profiles and capacity limit profiles for employees. The system performs assignment checks for overtime limits or capacity limits, when you create or change assignments. Depending on the assignment checks, you might see warning messages or error messages that specify the error condition. To configure resource specific settings choose in customizing SAP Customizing Implementation Guide → Customer Relationship Management → Workforce Deployment → WFD Server → Business Settings for WFD Server → Resource Settings

Figure 92: Service Arrangement

Availability Templates: •

SAP Implementation Guide → Customer Relationship Management → Workforce Deployment → WFD Server → Business Settings for WFD Server → Resource Settings → Define Availability Templates.

Service Area •

SAP Implementation Guide → Customer Relationship Management → Workforce Deployment → WFD Server → Business Settings for WFD Server → Resource Settings → Define Service Areas.

Job Function •

SAP Implementation Guide → Customer Relationship Management → Workforce Deployment → WFD Server → Business Settings for WFD Server → Resource Settings → Define Job Functions and Levels.

Qualification

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Figure 93: Resource Overviews

Weekly View: •

•

A resource list where each day of the week is a column with a row for each resource. You can choose from a series of data display options for each days cell data. Cell content data types are Assigned / available; remaining; Customer (name); Demand; Location.

You can adapt and enhance the data in the columns and cells that are displayed in the weekly view. You do this in Customizing for Customer Relationship Management, at Workforce Deployment → Service Resource Planning → Basic Settings → Business Add-Ins (BAdIs) → Business Add-In: Resource List Display Gantt View: •

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The view provides a graphic representation of resources and their assignments, time allocations and overall availability within the selected period.


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Figure 94: Resource Searches

There are different options to do a resource search: •

•

•

Manual Search: The search function allows you to locate resources using a combination of one or more selection criteria. Each of these selection criteria could contain one or more values. Based upon the selection criteria specified, a list of resources fulfilling all the required selection criteria is generated and displayed in the resource list. Saved Searches: You can save search queries for the resource search, and access them again using Saved Searches in the Resources assignment block. In Settings, you can store a default search query for the resource search. For example, you can set up the system so that it automatically searches for the team for which you are responsible, when you access the resource planning application. Propose Resource functionality: Once you have performed a demand search, you use the resource planning application to determine the resources that are most suitable for the demand. The system uses the demand window and the estimated duration of the demand item to identify potential matches with resource availability. The match is represented by a corresponding percentage in the resource result list. The demand window is derived from the earliest start date and the latest end date of the possible date types that are valid for this demand. The proficiency of the qualification (Proficiency dropdown list in the resource search) must be between the minimum and maximum proficiency of the qualification requirement. Once the system has determined resources, it ranks them in the resource list, using find and rank processing.

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Figure 95: Service Order Demands

Service order items can provide demands for the resource planning application (RPA). The following information explains how you can integrate the planning of service order items in the RPA. In terms of service transaction items, you must ensure the following: The item object type must be Service Transaction Item (BUS2000140). The transaction item must be flagged as relevant for resource planning. You can set this flag as a default value, in Customizing for the transaction item category. The transaction item must be released.

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Prerequisites in Customizing: •

Define Demand types, e.g. Service Order Demand (optionally: Project Role Demand) –

•

SAP Implementation Guide → Customer Relationship Management → Workforce Deployment → Service Resource Planning → Basic Settings → Specify Demand Types for Resource Planning. Define a Dispatcher, e.g. BUILTIN DISPATCHER –

•

SAP Implementation Guide → Customer Relationship Management → Workforce Deployment → WFD Server → Dispatcher Settings → Switch between liveCache and Built-In Dispatcher. Define a Scheduling Engine, e.g. WFDS (RPA in CRM) or CRM_SRV_SDL_RFC RFC (external scheduling engine) –

•

SAP Implementation Guide → Customer Relationship Management → Workforce Deployment → General Settings for Service Resource Planning → Business Add-Ins (BAdIs) → Select Scheduling Engine. You can define which date types are relevant for the service order items in the resource planning application. In Customizing choose SAP Customizing Implementation Guide → Customer Relationship Management → Workforce Deployment → Service Resource Planning → Service Order Based Demands → Define Date Types.

Figure 96: Demand Searches

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There are different options to do a demand search: •

•

•

Manual Search: The search function allows you to locate demands using a combination of one or more selection criteria. Each of these selection criteria could contain one or more values. Based upon the selection criteria specified, a list of demands fulfilling all the required selection criteria is generated and displayed in the demand list. Saved Searches: You can save search queries for the demand search, and access them again using Saved Searches. In Settings, you can store a default search query for the demand search. For example, you can set up the system so that it automatically searches for demands for which your team is responsible, when you access the resource planning application. Propose Demand functionality: You have selected a resource in the resource view, and chosen Propose Demands. The system uses the demand window and the estimated duration of the demand item to identify potential matches with resource availability. The match is represented by a corresponding percentage in the demand result list. The demand window is derived from the earliest start date and the latest end date of the possible date types that are valid for this demand.

Figure 97: Assignments

An assignment is a relationship between a demand and a resource that results in measurable work. When selecting a hyperlink in the list of the resources the corresponding assignments will be displayed. Depending on the personalized (default) settings either the List or the Form View is called.

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Assignments can have the following assignment types: Concrete: Assignment type for which the effort exactly matches the duration. Work Time Based Concrete: Assignment that is distributed to a number of individual concrete assignments, according to the availability of a resource. Capacitive: Assignment type for which the effort is less than the duration. This assignment type is only relevant for assignments for cProject roles.

Figure 98: Assignment Processing Options

There are several ways to create an Assignment • • •

Manual Creation of Assignments Creating Assignments using a Scheduling Strategy Schedule items automatically (activated in Customizing).

For service demands, you can use the function Resolve Assignment Conflicts in the Resources assignment block, to automatically resolve assignment conflicts that have resulted from a change to the extraordinary availability of a resource. Changes to extraordinary availability can involve the absence of an employee due to illness, for example. Using this function, the affected assignments are automatically deleted, and the demands are newly scheduled. You can use a report to automatically change assignment statuses for service demands. You do this in Customizing for Customer Relationship Management, by choosing Workforce Deployment → General Settings for Service Resource Planning → Assignments → Define Assignment Status Change

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You can access the report Change Assignment Status in Customizing for Customer Relationship Management, by choosing Workforce Deployment → General Settings for Service Resource Planning → Assignments → Change Assignment Status. You can manually execute the report, or schedule it as a background job. The status that is set in Customizing for Customer Relationship Management under Define Assignment Status Change causes notifications to be automatically sent to the relevant resources. Additional Features

Figure 99: Assignments - Technician Self Service

You can use the page Search: Assignments by Resource to display an assignment list and a time allocation list for each resource, for a specific time frame. The assignments involve service demands that are based on service order items. For planning purposes, managers have the option to display an overview of all assignments planned for an internal or external resource, for a specific time frame. In turn, resources can display an overview of their own assignments for a specific time frame, and can confirm the services by navigating to the relevant service order. In addition, resource planners can display the daily assignments for resources, on the Resource Planner Overview page.

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Figure 100: Appointment Scheduling

Appointment scheduling enables you to arrange a time with your customer, at which a service employee will arrive at his or her premises to carry out a required service. Appointment scheduling is carried out at item level. Appointment scheduling is available for the following applications: Service order and in-house repair order (standard business transactions in the WebClient UI) Service order (IC-specific) E-service You call appointment scheduling at item level, under Appointments. Customizing of Appointment Scheduling: •

•

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You have set up appointment scheduling. You do this in Customizing for Customer Relationship Management, by choosing Workforce Deployment → General Settings for Service Resource Planning → Appointment Scheduling. You have defined appointment interval groups. You do this in Customizing for Customer Relationship Management, by choosing Workforce Deployment → WFD Server → Business Settings for WFD Server → Define Appointment Interval Groups .


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Figure 101: Qualifications

Qualifications and Catalogs are maintained in Customizing: •

•

SAP Implementation Guide → Customer Relationship Management → Workforce Deployment → Service Resource Planning → Qualification Management → Maintain Scales. SAP Implementation Guide → Customer Relationship Management → Workforce Deployment → Service Resource Planning → Qualification Management → Edit Qualification Catalog.

Qualification •

•

SAP Customizing Implementation Guide → Customer Relationship Management → Workforce Deployment → General Settings for Service Resource Planning → Qualifications → Define Parameters for Qualification Requirements in Transaction . SAP Customizing Implementation Guide → Customer Relationship Management → Workforce Deployment → General Settings for Service Resource Planning → Qualifications → Define Parameters for Qualification Requirements for Item Category

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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Figure 102: SAP HCM Integration

Figure 103: Resource Planning System Landscape

The Workforce Deployment Server (WFD) is part of the Workforce Management (WFM) Add-on 200. It is possible to use external scheduling engines for resource planning of CRM service order items. •

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SAP Customizing Implementation Guide → Customer Relationship Management → Workforce Deployment → General Settings for Service Resource Planning → Scheduling Engine → Notes for the Integration of CRM/Scheduling Engine/HR .


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Use transactions SE18 (BAdI Builder) and SE19 (BAdI Implementation) to get information on the CRM_SRV_SDL Business Add-In and its implementations.

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Exercise 10: Resource Planning Exercise Objectives After completing this exercise, you will be able to: • Understand resource planning relevant master data • Start and work with the Resource Planning Application • Create assignments for a service order items.

Business Example The Resource Planning Application (RPA) allows a resource planner to assign the service technician(s) to the service tasks. It offers several functions to optimize assignment processing and allows the resource planner to monitor the assignment status.

Task 1: As a resource planner you would like to become familiar with resource planning relevant master data and with the resource planning application itself. 1.

In the WebClient UI (work center Resource Planning) find the employee Lou Windham, open the details and take note of the Assignment Block Service Arrangements. Use the hyperlink of the arrangement name Lou Windham / Denver CO 80210 in order to get to the details of it. What are the availability times of Lou Windham? What are the details behind Service Area US Colorado? Service Areas are defined in Customizing.


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Where in Customizing are Availability Templates defined? Hint: An availability template consists of one or more availability rules. Each rule is a periodic occurrence of some availability type, such as working schedules, fixed breaks, etc. These templates may be assigned to any service arrangement for a specified time period. Assigning an availability template to a service arrangement defines its availability for the specified time period. When you change an availability template that is already in use by an existing service arrangement, those changes are transported to the productive system. On the import process, the report WFDBP_SYNCHRONIZE_TEMPLATE is triggered in background for each effected template. If you update an availability template in the same system in which it is used by existing service arrangements, then you must manually execute the report WFDBP_SYNCHRONIZE_TEMPLATE to propagate the changes to the existing service arrangements.

3.

What are the qualifications of Lou Windham?

Task 2: Call the Resource Planning Application (RPA) and make yourself familiar with it. Before you start to use this application, you would like to personalize general settings. 1.

Use the button Settings within the Resource Planning Overview and if necessary set the time zone to CET. Make Monday the first day of the week. Choose the Gantt Chart as default resource view and Daily as default view mode. Save your settings.

2.

Create two Saved Searches for the Resources and the Service Demands. a) Show the Search Fields and list all Resources that belong to organization US Service Employee Group 1. Save this search as Team1_R## and hide the search fields. b) Show the Search Fields and list all Demands that belong to organization unit US Service Employee Group 1. Save this search as Team1_D## and hide the search fields.

3.

Assign both Saved Searches as defaults in the general settings and list both resources and demands with the newly created search variants. Continued on next page

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Task 3: Assignment processing within the Resource Planning Application. You create several assignments for service order demand using different methods. 1.

Create a service order of type Service Process and enter the following information: Description:

##RPA 1

Sold-To Party:

##Megastore

Product ID:

SRV1_4

Quantity:

2

In the item details change the date information and enter:

2.

Requested Start:

Tomorrow 10:00

Requested End:

Tomorrow 12:00

Start the Resource Planning Application and in the list of demands find the service order you created in the preceding exercise. In the resource list mark Lou Windham and in the list of demands mark your service order (Demand ID). In the Assignment Block Assignments use the button Create to create an assignment. What is the Start and End Time of this assignment? Can you explain those times? Without changing anything apply the information. Leave the WebClient UI session open. Optionally you can notify the service representative via e–mail. Overwrite the default e–mail address and enter crm–##[email protected]. This e–mail will appear in the Business Workplace (SAP GUI) of user CRM–##.

3.

Use the hyperlink of the Demand ID and navigate to the service order. Go to the item details and observe Assignment information.

4.

Go back to the service order header and copy the service order. Before saving change the following: Description: ##RPA 2 In the item details change the date information and enter: Continued on next page

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Requested Start:

Next Tuesday 14:00

Requested End:

Next Tuesday 17:00

Release the service order and save it. 5.

In the Resource Planning Application find your second service order and use the Propose Resource button. Create an assignment for Lou Windham. Observe that Start Date, End Date, the minimum availability and the qualification requirement are defaulted (from the service order item) and that Lou Windham is a possible resource.

6.

Go back to the service order header and copy one of the two service orders you created. Before saving change the following: Description:

##RPA 3

Item category:

Auto Assign

In the item details change the date information and enter: Requested Start:

Next Wednesday 15:00

Requested End:

Next Tuesday 17:00

Release the service order and save it. Go to the item details and check if an assignment has been created automatically. Hint: SAP Implementation Guide → Customer Relationship Management → Workforce Deployment → General Settings for Service Resource Planning → Scheduling Engine → Schedule Items Automatically 7.

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Use assignment self-service functionality and display all of Lou Windham's assignments in the next week.


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Solution 10: Resource Planning Task 1: As a resource planner you would like to become familiar with resource planning relevant master data and with the resource planning application itself. 1.

In the WebClient UI (work center Resource Planning) find the employee Lou Windham, open the details and take note of the Assignment Block Service Arrangements. Use the hyperlink of the arrangement name Lou Windham / Denver CO 80210 in order to get to the details of it. What are the availability times of Lou Windham? What are the details behind Service Area US Colorado? Service Areas are defined in Customizing. a)

Choose Resource Planning. Choose Search → Employees. Last Name: Windham Choose Search. Use the hyperlink Windham to find employee details. What are the availability times of Lou Windham? In the Assignment Block Service Arrangements use the hyperlink Lou Windham / Denver CO 80210 to find resource planning relevant details. In the Assignment Block Availability you can see that Lou Windham is working from Monday to Friday 08:00 until 17:00. What are the details behind Service Area US Colorado? Service Areas are defined in Customizing. Service areas are defined by the combination of postal code(s) and country. You can identify a range of postal codes, a list of postal codes, or use a single postal code. This information can be used in resource planning when the dispatcher is looking for a resource near the customer (or near the object). The definition of service areas takes place in Customizing: SAP Implementation Guide → Customer Relationship Management → Workforce Deployment → WFD Server → Business Settings for WFD Server → Resource Settings → Define Service Areas


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Where in Customizing are Availability Templates defined? Hint: An availability template consists of one or more availability rules. Each rule is a periodic occurrence of some availability type, such as working schedules, fixed breaks, etc. These templates may be assigned to any service arrangement for a specified time period. Assigning an availability template to a service arrangement defines its availability for the specified time period. When you change an availability template that is already in use by an existing service arrangement, those changes are transported to the productive system. On the import process, the report WFDBP_SYNCHRONIZE_TEMPLATE is triggered in background for each effected template. If you update an availability template in the same system in which it is used by existing service arrangements, then you must manually execute the report WFDBP_SYNCHRONIZE_TEMPLATE to propagate the changes to the existing service arrangements. a)

SAP Implementation Guide → Customer Relationship Management → Workforce Deployment → WFD Server → Business Settings for WFD Server → Resource Settings → Define Availability Templates E.g. choose template STANDARD and check Rule Maintenance details.

3.

What are the qualifications of Lou Windham? a)

Lou Windham has very good knowledge of Microsoft XP and Unix.

Task 2: Call the Resource Planning Application (RPA) and make yourself familiar with it. Before you start to use this application, you would like to personalize general settings. 1.

Use the button Settings within the Resource Planning Overview and if necessary set the time zone to CET. Make Monday the first day of the week. Choose the Gantt Chart as default resource view and Daily as default view mode.


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Save your settings. a)

Use the button Settings within the Resource Planning Overview and if necessary set the time zone to CET. Make Monday the first day of the week. Choose Resource Planning. Choose Search → Resource Planning. Choose the button Settings. Time Zone:

CET

Week Starts:

Monday

Choose the Gantt Chart as default resource view and Daily as default view mode. In the area Defaults choose Resource View:

Gantt Chart

View Mode:

Daily

Save your settings. Hint: The resources are still displayed in Weekly View since the default settings will take effect the next time the Resource Planning Application is called. If you would like to change the resource view immediately choose the same settings in the Visualization area. 2.

Create two Saved Searches for the Resources and the Service Demands. a) Show the Search Fields and list all Resources that belong to organization US Service Employee Group 1. Save this search as Team1_R## and hide the search fields. b) Show the Search Fields and list all Demands that belong to organization unit US Service Employee Group 1.


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Save this search as Team1_D## and hide the search fields. a)

In the Assignment Block Resources choose the hyperlink Show Search Fields. Add the search criteria Organization. Using the Input Help search for Object name:

*group 1

Select the entry US Service Employee Group 1 (50004983). Save Search As: b)

Team1_R## and hide the search fields.

In the Assignment Block Service Demands choose the hyperlink Show Search Fields. Add the search criteria Organization. Using the Input Help search for Object name:

*group 1

Select the entry US Service Employee Group 1 (50004983). Save Search As: 3.

Team1_D##

Assign both Saved Searches as defaults in the general settings and list both resources and demands with the newly created search variants. a)

Assign both Saved Searches as defaults in the general settings and list both resources and demands with the newly created search variants. Choose Settings. In the area Defaults assign both Saved Searches accordingly.

Task 3: Assignment processing within the Resource Planning Application. You create several assignments for service order demand using different methods. 1.

Create a service order of type Service Process and enter the following information:


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Description:

##RPA 1

Sold-To Party:

##Megastore

Product ID:

SRV1_4

Quantity:

2


Tomorrow 10:00

Requested End:

Tomorrow 12:00

a)

Create a service order of type Service Process and enter the following information: Choose Service Orders. Choose Create → Service Order Choose Transaction Type Description Service Process. Description:

##RPA 1

Sold–To Party:

##Megastore

Choose Mr. Peter ##Finger as Contact Person. Product ID:

SRV1_4

Quantity:

2

In the item details change the date information and enter: In the Assignment Block Items choose Actions → Edit. Requested Start:

Tomorrow 10:00

Requested End:

Tomorrow 12:00

Choose the button Back. Release and save the service order. Change the Status to Released. Choose Save. 2.

Start the Resource Planning Application and in the list of demands find the service order you created in the preceding exercise. Continued on next page

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In the resource list mark Lou Windham and in the list of demands mark your service order (Demand ID). In the Assignment Block Assignments use the button Create to create an assignment. What is the Start and End Time of this assignment? Can you explain those times? Without changing anything apply the information. Leave the WebClient UI session open. Optionally you can notify the service representative via e–mail. Overwrite the default e–mail address and enter crm–##[email protected].


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This e–mail will appear in the Business Workplace (SAP GUI) of user CRM–##. a)

In the resource list mark Lou Windham and in the list of demands mark your service order (Demand ID). The Start Time is tomorrow 10:00 as specified in the service order item details. Since the service product SRV1_4 has default duration of 30 minutes and since the service order quantity was set to two, the duration of 60 minutes leads to an End Time of 11:00. Hint: In Customizing you define a time range in which an assignment can be created for a service order item SAP Implementation Guide → Customer Relationship Management → Workforce Deployment → Service Resource Planning → Service Order Based Demands → Define Service Profiles for Scheduling Choose the default profile id and observe the demand windows. If necessary scroll to the right in order to see Priorities. In this case Date From SRV_CUST_BEG and Date To SRV_CUST_END are relevant (see date profile of item category!) Without changing anything apply the information. Choose button Apply. Leave the WebClient UI session open! Optionally you can notify the service representative via e–mail. Overwrite the default e–mail address and enter crm–##[email protected]. In the Assignment Block Assignments Choose Action → Notify Resource. Address: crm–##[email protected]. Choose Send. This e–mail will appear in the Business Workplace (SAP GUI) of user CRM–##. In SAP GUI Easy Access Menu choose SAP Business Workplace. Choose Inbox and check the latest information.


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Use the hyperlink of the Demand ID and navigate to the service order. Go to the item details and observe Assignment information. a)

From the Assignment Block Service Demands navigate to your service order. Choose the item number hyperlink in the assignment block Items. You will find assignment details when opening assignment block Assignments.

4.

Go back to the service order header and copy the service order. Before saving change the following: Description: ##RPA 2 In the item details change the date information and enter: Requested Start:

Next Tuesday 14:00

Requested End:

Next Tuesday 17:00

Release the service order and save it. a)

From the item details of your first service order, choose Back. Choose Copy. Choose Contact Person Mr. Peter ##Finger. Description:

##RPA 2

Choose Actions → Edit. Requested Start:

Next Tuesday 14:00

Requested End:

Next Tuesday 17:00

Choose Back ChooseStatus → Released. Choose Save.


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5.

In the Resource Planning Application find your second service order and use the Propose Resource button. Create an assignment for Lou Windham. Observe that Start Date, End Date, the minimum availability and the qualification requirement are defaulted (from the service order item) and that Lou Windham is a possible resource. a)

In the Resource Planning Application find your second service order and use the Propose Resource button. Create an assignment for Lou Windham. Observe the Start and End date/time of the proposal. Choose Resource Planning. Choose Search → Resource Planning. Find and mark your second service order (Demand ID). Choose button Propose Resources. Observe that Start Date, End Date, the minimum availability and the qualification requirement are defaulted (from the service order item) and that Lou Windham is a possible resource. Mark Lou Windham. In the assignment block Assignments choose Create and after observing detailed information choose Apply. Choose Back to leave the Proposal List for Resources and to go back to the Resource Planning Overview.

6.

Go back to the service order header and copy one of the two service orders you created. Before saving change the following: Description:

##RPA 3

Item category:

Auto Assign



Requested End:

Next Tuesday 17:00

Release the service order and save it.


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Go to the item details and check if an assignment has been created automatically. Hint: SAP Implementation Guide → Customer Relationship Management → Workforce Deployment → General Settings for Service Resource Planning → Scheduling Engine → Schedule Items Automatically a)

Choose Copy. Choose Contact Person Mr. Peter ##Finger. Description:

##RPA 3

Item category:

Auto Assign



Requested End:

Next Tuesday 17:00

Release the service order and save it. Go to the item details and check if an assignment has been created automatically. Yes, an assignment was automatically created. Hint: SAP Implementation Guide → Customer Relationship Management → Workforce Deployment → General Settings for Service Resource Planning → Assignments → Schedule Items Automatically Item Category ZAAP (Auto Assign) is using scheduling strategy DEFAULT.


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7.

Use assignment self-service functionality and display all of Lou Windham's assignments in the next week. a)

Choose Resource Planning → Search → Assignments Time Frame: Next Week Service Arrangement: Lou Windham* Choose Search. In the result list mark resource Lou Winham. Choose button Assignments. Hint: You could also choose button Time Allocations for example to create a sick leave entry but since everyone in class uses Lou Windham, please do not maintain anything. You should see all of Lou Windham's assignments in the next week. Hint: It is possible to change assignment data like status or date information. Therefore you would choose Edit List.

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Lesson Summary You should now be able to: • Understand the Resource Planning Application • Personalize the Resource Planning Application • Create Assignments within the Resource Planning Application

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Lesson: Service Confirmation

Lesson: Service Confirmation Lesson Overview This lesson introduces the CRM service confirmation. Both basic features as well as important ERP integration aspects are explained in detail.


Understand the concept of CRM service confirmations Explain basic functions of CRM service confirmations Describe the integration aspects of CRM service confirmations with SAP ERP

Business Example After having performed an on-site service, technicians would like to confirm services, service parts and other items. Therefore service confirmation documents are created in SAP CRM. You would like to better understand features of service confirmation and especially understand integration options with SAP ERP.

Service Confirmation Basics

Figure 104: Structure of a Service Confirmation

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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. When creating the service confirmation as a follow-up document, the system automatically proposes the planned items for selection. Items that you select are copied to the service confirmation document. Prices, reference objects, and subjects, as well as conditions and working times for assignments are defaulted from the product master data of the items into the order. Prior to submitting a confirmation, you can add or correct data, or create new items for services, service parts, expenses, or tools that were not originally planned in the order. You can create multiple confirmations for an order, for example, if you are required to make confirmations on a daily basis but require more than a day to complete an assignment. If multiple service representatives are working on an assignment, they can also confirm individually. If an installed base is assigned to the confirmation, you can go to the installed base and update it. For example, you could update the installed base if an installed object is to be replaced by another object while the original is repaired. This functionality utilizes action processing within service orders. The standard action profile for service orders contain an appropriate action. Except from sales items all other types of items can be maintained within a service confirmation. There is no connection to ERP travel management.

Figure 105: Confirmation - Service Item

Service items can be used to confirm travel and working times.

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It is possible to include installation information using the assignment block Reference Objects. From the service confirmation it is possible to automatically trigger the warranty start (of an Object).

Figure 106: Confirmation - Service Part

Service part items can be used to confirm consumed parts (spare parts). You can enter serial numbers for service parts in service confirmations and update inventory management in SAP Enterprise Resource Planning (SAP ERP). The system validates the serial numbers that you enter. The field Serial No. Processing within a product master indicates whether serial numbers are relevant for a certain product, and how a serial number created in a document should be validated. Caution: The set type CRM_SERIALNUM has to be assigned to an appropriate product category. Without this assignment, the Serial No. Processing field is not ready for input. In standard the field Serial No. Processing is a hidden field. Use UI Configuration to display this field in the CRM WebClient UI application. There are different serial number validation options available: 0 – Default value 1 – Entries possible, but no check against master data 2 – Check object in CRM 3 – Check object and serial number in CRM 4 – Check for serial number in SAP ERP

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For service parts in service confirmations in the CRM WebClient UI, you can enter serial numbers manually. In the general data for the service part item, the Serial Number field is available for this purpose. If the quantity you entered for a service part is greater than one, you can enter other serial numbers in the Reference Objects assignment block by using Edit List. You maintain the serial numbers exclusively in SAP ERP.

Figure 107: Confirmation - Expense Item

Figure 108: Confirmation - Tool Item

It is possible to include tool items into service confirmations. An item category for tool items, SVCT, is available in standard customizing.

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Figure 109: Service Confirmations with Service Process

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 Type 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.

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Figure 110: Item Hierarchy and Confirmation

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. Item hierarchies are used to show, for example, that certain spare parts belong to a service or that a service consists of several individual services The system cumulates pricing data, duration and quantity in the higher-level item.

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Figure 111: Service Confirmations without Service Process

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. A service confirmation without a preceding document can trigger CO-Integration, e.g. the creation of an internal order.

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Follow-up Processing

Figure 112: Automatic Warranty Start

From the service confirmation it is possible to automatically trigger the warranty start (of an Object). In the service confirmation at item level, the service employee enters, among other things, the date with Date Type Installed On, and one or more reference objects that he or she marks as installed. After the service employee changes the status of the confirmation to Completed and saves the confirmation, the system creates a warranty for each reference object. Prerequisites for triggering the automatic warranty start: •

• •

In the assignment block Reference Objects on service confirmation item level either an object component or object is entered. In addition the field Installation/Dismantle is personalized and maintained with valueInstallation Part. The reference product contains valid warranty information. The object does not contain a warranty.

The system uses the reference product that is assigned to the reference object to determine the appropriate customer warranty. Then the system assigns the reference object to all customer warranties that are valid on the installation date in the service confirmation. The system sets the Warranty Start date of the customer warranty to the same date as the Installed On date.

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Figure 113: Time and Material Confirmation Items

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). Service part item contains a product of the type Material, which has been taken from the technicians stock. With completion of the service confirmation, a goods receipt can be created in ERP. Expense Item contains a product from the type Material. You have to perform the following step in order to get the expense item costs on the controlling object • •

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Figure 114: Follow-up Actions from Service Confirmations

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 application. CRM Confirmation items can be pricing - and billing-relevant. When using the standard billing-relevance Transaction-Related Billing After Completion, the billing due list is updated once • • •

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the service confirmation status is Completed the service order status is Completed the Release for Billing has be executed.


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ERP Integration of Service Confirmations

Figure 115: Service Product Item - ERP Integration

The relevant Data Entry Profile for Cross Application Time Sheet bookings can be assigned in ERP customizing: •

SAP Customizing Implementation Guide → Integration with Other mySAP.com Components → Customer Relationship Management → Settings for Service Processing → Time Sheet Integration → Assign Data Entry Profile.

Derivation of relevant Activity Types can be defined in ERP Customizing: •

• •

SAP Customizing Implementation Guide → Integration with Other mySAP.com Components → Customer Relationship Management → Settings for Service Processing → Time Sheet Integration → Define Derivation of Attendance Type, Activity Type and Cost Element. CRM Item Category, Service Type and Valuation Type can be used to derive different activity types. Replicate CRM information like item categories, service types etc. to ERP using the following customizing path in CRM: –

SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Service Transactions → Integration → Replicate Service Characteristics Relevant to Controlling.

Planning of Activity Types takes place in ERP (transaction /nkp26).

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Figure 116: Service Part Item - ERP Integration

A documentation containing necessary information how to set up Logistics Integration can be found in CRM customizing: SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Service Transactions → Integration → Logistics Integration → Description of Logistics Integration. Depending on transaction type (of service confirmation), item category and relevant service organization a logistics scenario is determined: SAP Customizing Implementation Guide → Integration with Other mySAP.com Components → Customer Relationship Management → Settings for Service Processing → Logistics Integration Create and Change Logistics Scenario for Material Withdrawal For example the relevant plant / storage location can be assigned in CRM customizing: SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Service Transactions → Integration → Logistics Integration → Assign Plant and Storage Location to Service Organizational Units.

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Figure 117: Expense Item - ERP Integration

A condition / price information maintained in the service confirmation is transferred as Actual Costs to ERP Controlling. A Cost Element (e.g. 459000) can be assigned in ERP Customizing: •

SAP Customizing Implementation Guide → Integration with Other mySAP.com Components → Customer Relationship Management → Settings for Service Processing → Time Sheet Integration → Define Derivation of Attendance Type, Activity Type and Cost Element.

Figure 118: Follow-Up Processing: CATS

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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 SAP Human Resources is updated with the report CAT6. Confirmed working times are used as the basis for the payroll. Controlling is updated with the report CAT7. The actual costs are calculated based on the corresponding activity type and the performing cost center. Requirements: • • •

A personal master record for each service employee is required (replication of SAP ECC / SAP R/3 master data into SAP CRM). The CATS data entry profile is required for the CRM system. CATS supports only entries for single days (including night shifts). The difference between the start and end of work in the confirmation, therefore, cannot be more than 24 hours.

Figure 119: Expense Confirmation: CO Reposting

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The Service Technician reports an expense (e.g. hotel receipt) and is compensated through his cost center. A CO Reposting from Cost Center to CO Object (e.g. internal order) takes place automatically. The relevant cost center is derived of HR master data (personnel number) in ERP.

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Exercise 11: Service Confirmation Exercise Objectives After completing this exercise, you will be able to: • Maintain copying control Service Order to Service Confirmation • Create a service confirmation • Understand the ERP integration into the Cross-Application Time Sheet

Business Example Service technicians create service confirmations as follow-up documents to service orders in order to report actual duration of service tasks, the usage of spare parts and possible expenses.

Task 1: Create a service confirmation with reference to your service order with Description ##First Service Order. Transfer all confirmation–relevant items. 1.

In Customizing maintain copying control for transaction types and create a new entry. It should be possible for your new service order transaction type ZS## to create a follow–up Service Confirmation (ZSEC). In this case it is not necessary to maintain copying control for item categories since predefined item categories are used and copying control already is maintained.

2.

In the WebClient UI (log off and log on in order to refresh customizing) create a follow–up Service Confirmation to your first service order, transfer all confirmation–relevant items and enter the following data: Executing Service Employee: Lou Windham (Employee ID 400440) Change the status to completed and save the Confirmation.

3.

Which item categories have been determined in your service confirmation?

Task 2: Create a service confirmation but this time without a preceding service order. Specific confirmation information will be used to trigger an automatic warranty start of an (reference) object. 1.

Create a service confirmation of type Confirmation and enter the following data:


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Description

## Automatic Warranty Start

Sold-To Party

##Megastore

Executing Service Employee

Lou Windham (400440)

Enter the (individual) object you created in the Objects exercise as the reference object. Hint: Choose Reference Objects → Product input help and search for the product with Product Description ##Notebook Object. Enter a service confirmation item and choose SRV1_4 with quantity 1 AU. 2.

In the item details of the service confirmation item enter a duration of 30 minutes. Also enter an installation date (today) and additional installation information. This includes the Installation Part (your object) and the Installation Location (your installed base). Complete and save the confirmation.

3.

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Check if the service confirmation has triggered an automatic warranty start. Therefore navigate to the object and check the assignment block Warranties.


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Solution 11: Service Confirmation Task 1: Create a service confirmation with reference to your service order with Description ##First Service Order. Transfer all confirmation–relevant items. 1.

In Customizing maintain copying control for transaction types and create a new entry. It should be possible for your new service order transaction type ZS## to create a follow–up Service Confirmation (ZSEC). In this case it is not necessary to maintain copying control for item categories since predefined item categories are used and copying control already is maintained. a)

SAP GUI: SAP Menu → Architecture and Technology → Configuration → Customizing Choose SAP Reference IMG. SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Copying Control for Business Transactions → Define Copying Control for Transaction Types Choose New Entries. Source trans.:

ZS##

Tgt. Trans. Type:

ZSEC

Save your entry. 2.

In the WebClient UI (log off and log on in order to refresh customizing) create a follow–up Service Confirmation to your first service order, transfer all confirmation–relevant items and enter the following data: Executing Service Employee: Lou Windham (Employee ID 400440)


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Change the status to completed and save the Confirmation. a)

In the WebClient UI create a follow–up Service Confirmation to your first service order, transfer all confirmation–relevant items and enter the following data: Choose Service Orders Choose Search → Service Orders Service Order Description:

##First*

Choose Search. Service orders you created in one of the last exercises should be listed. Use the hyperlink and navigate to the details of the service order with Description ##First Service Order. Choose button Create Follow–Up. Choose Service Confirmation (Confirmation). In the Select Items dialog choose Select All. Choose Choose. Executing Service Lou Windham (400440) Employee: Choose Status → Completed. Choose Save. 3.

Which item categories have been determined in your service confirmation? a)

Which item categories have been determined in your service confirmation? Display the Assignment Block Items. The item category for the service item is Service Confirm (SVCP). The item category for the service part items is Material Confirm (SVCM).


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Task 2: Create a service confirmation but this time without a preceding service order. Specific confirmation information will be used to trigger an automatic warranty start of an (reference) object. 1.

Create a service confirmation of type Confirmation and enter the following data: Description

## Automatic Warranty Start

Sold-To Party

##Megastore

Executing Service Employee

Lou Windham (400440)

Enter the (individual) object you created in the Objects exercise as the reference object. Hint: Choose Reference Objects → Product input help and search for the product with Product Description ##Notebook Object. Enter a service confirmation item and choose SRV1_4 with quantity 1 AU. a)

Choose Service Orders → Create → Service Confirmation. Enter the header data given in the exercise. In the fields Product enter the reference object ##Notebook Object. Use the input help as described above. In the assignment block Items enter SRV1_4 with quantity 1. Choose ENTER.

2.

In the item details of the service confirmation item enter a duration of 30 minutes. Also enter an installation date (today) and additional installation information. This includes the Installation Part (your object) and the Installation Location (your installed base).


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Complete and save the confirmation. a)

Choose Action → Edit to navigate to the item details. In the assignment block Service Item Details enter Actual Duration: 30 Minutes In the assignment block Dates enter an Installed On date today. In the assignment block Reference Objects use personalization to include the field Installation/Dismantle to the list of displayed fields. Include Installation Part to the object information which is already available. Include a second item to the Reference Objects assignment block. Enter your installed base (or any component) as Installation Location. Choose Back. Change the status to Completed and save the confirmation.

3.

Check if the service confirmation has triggered an automatic warranty start. Therefore navigate to the object and check the assignment block Warranties. a)

Use the Reference Object / Product hyperlink to directly navigate to the object. If necessary open assignment block Warranties. You should see a valid warranty with a start date that equals the installation date (today). Hint: There are a number of prerequisites which have to be fulfilled to automatically trigger a warranty start: • •

•

•

•

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The Installed On date is set. The object is installed (appropriate value in field Installation/Dismantle in assignment block Reference Objects. There are no customer warranties for the reference object. This prevents an existing warranty from being overwritten. The warranty that is assigned to the reference object must still be valid (field Valid in assignment block Warranties for the reference object). The organizational data (sales organization and distribution channel) of the warranty must match the customer's organizational data in the confirmation.


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Lesson Summary You should now be able to: • Understand the concept of CRM service confirmations • Explain basic functions of CRM service confirmations • Describe the integration aspects of CRM service confirmations with SAP ERP

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Lesson: Amount Allocation Lesson Overview This lesson introduces amount allocation.

Lesson Objectives After completing this lesson, you will be able to: •

Create an amount allocation for services that have been performed.

Business Example You would like to establish an amount allocation process in order to distribute revenues and costs to different receivers.

Figure 120: Amount Allocation: Definition

You can use amount allocation to allocate items to multiple external and internal recipients. These items may be either billable or non-billable because of warranty claims, and they may stem from service orders or service confirmations. You can assign internal and external recipients when you create the service order or service confirmation.

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Lesson: Amount Allocation

Figure 121: Amount Allocation

When you create an amount allocation transaction (billing request) as a follow-up transaction for a service order or service confirmation, the system copies the bill-to parties and the billing amounts from the preceding transaction. You can change or edit this information in the amount allocation transaction. For each service order item or service confirmation item, the system determines whether it is relevant for billing. If so, the system determines the price for that item. The price determination is based on product prices, additional conditions, the accounting indicator (such as warranty or goodwill), and so on. You have the following options for distribution: •

You can use billing requests to distribute revenues (billable items) in service orders or service confirmations among multiple bill-to parties on header or item level as follows: –

•

Splitting the total billing amount among multiple bill-to parties. You can define the billing amount either as a percentage of the invoice value, an absolute value, or a quantity. – Splitting the total billing amount among bill-to parties based on product groups You can distribute costs (non-billable items, such as those related to warranties) in service orders or service confirmations among multiple internal cost objects on header or item level.

The system calculates the costs according to the same distribution rules and based on the same profitability segment as the revenues. Alternatively, you can enter cost objects, which the system uses to calculate revenues and costs internally, into the distribution rules.

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Figure 122: Amount Allocation Process

Possible to define shortly before billing takes place, who should pay which expenses. • • •

•

Often, prices are defined at a very late stage → flexible price changes are possible Settlement information is not always known at the time of order creation Checks and corrections can be performed shortly before billing takes place – Change of billing relevance (for example, warranty, goodwill) – Change of invoice recipient A field service employee can often not decide himself, how much the customer or the insurers should pay.

The settlement of expenses is possible at different times during the service process: • • •

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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.


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Figure 123: Splitting of Items

You can define rules in the service order, service confirmation, or billing request, according to which the costs and revenues from the items in the document are distributed to various cost recipients such as payers or bill-to parties. You can enter the splitting rules for cost distribution at header or item level. The setup of Amount Allocation is described within the following IMG documentation: •

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SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Service Transactions → Settings for Amount Allocation → All Settings for Amount Allocation.


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Figure 124: Grouping of Items

Flexible grouping possibilities •

Grouping of items is possible, for example: –

•

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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.


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Lesson Summary You should now be able to: • Create an amount allocation for services that have been performed.

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Lesson: Service Billing Lesson Overview Service transactions like service orders or service confirmations can be relevant for billing. This lesson introduces billing options for those documents. Besides standard CRM Billing it is also possible to use ERP Billing for service transactions.


Create billing documents for services that have been performed.

Business Example

Figure 125: CRM Billing

Standard CRM service processes are CRM Billing relevant. A sales order is created in the ERP system for sales items so that these items can be delivered using SAP ECC / SAP R/3. The sales item can be flagged as not billing relevant in ERP. Billing for these items can take place in CRM using CRM Billing.

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Lesson: Service Billing

Prerequisites for CRM: • •

• •

Pricing must have occurred for billing to take place. Pricing occurs in all service documents according to the general pricing for the CRM System. 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. Billing data is updated for accounting from CRM Billing. In each case, revenue is updated in the relevant controlling object, an internal order or a profitability segment.

Figure 126: Billing Options

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).

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Transaction-related billing according to delivery quantity: In CRM, the Billing Engine is called up for a sales product item, for billing the cumulated delivery quantity. The delivery in SAP R/3 returns the delivery quantity to the sales product item. Delivery-related billing: Deliveries for sales product items in R/3 are billed with the Billing Engine in CRM. In the last two cases, you must make sure that the corresponding item category in R/3 is set to Not relevant for billing. Two different scenarios are used depending on whether you have agreed on a fixed price with the customer or whether resource-related billing should take place. • •

Fixed Price: In this case, the service process item must be flagged as billing-relevant, however, the confirmation item must not. Resource-Related Billing: The confirmation item must be flagged as billing relevant, however, the service process item must not. You can also combine fixed price and resource-related billing.

Figure 127: External Billing of Service Transactions (ERP Billing)

External Billing of Service Orders and Service Confirmations in ERP • •

•

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Data is transferred to ERP when an order or confirmation is set to Completed. You can cancel invalid items by specifying a reason. The cancellation reason is transferred to ERP through item category mapping, and either the relevant debit memo request item is automatically canceled or, if the item has already been billed, a credit memo request is created. After data transfer, you can cancel or reject transactions in SAP CRM. If it is no longer possible to cancel individual items later on in the process, for example because an invoice has already been created for a debit memo request, you can create a credit memo request in ERP to reverse a debited amount.


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External Billing of Service Contracts in ERP •

Billing request items generated by a billing plan are transferred automatically to ERP. Service contract items that are relevant for billing are transferred when contract data is updated and a contract item is marked as Released. provided to

Modification of CRM Service Transaction Data Before Transfer to SAP ERP is possible via BAdI CRM_EXT_BILLING. Modification of Sales Order Data in SAP ERP Before Data Import is possible via BAdI SRV_BILLING_CHANGE. SAP note 813774 “Billing of CRM service processes in R/3” provides additional information.

Figure 128: Prerequisites for ERP Billing

You can influence header and item data, such as partners and conditions, before it is transferred to ERP. To do this, create an implementation of the Business Add-In (BAdI) CRM_EXT_BILLING (Influencing Data from Service Processes for Billing in ERP). You can find this BAdI in SAP CRM Customizing under Customer Relationship Management → Transactions → Settings for Service Processes → Business Add-Ins. For more information, see the documentation for this BAdI. You can modify data such as the order reason, billing block, partner, and conditions.

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To do this, create an implementation of the BAdI SRV_BILLING_CHANGE. You can find this BAdI in Customizing for your Plug-In or SAP ERP system under Integration with Other mySAP.com Components → Customer Relationship Management → Settings for Service Processing → Billing Integration → BAdI: Influencing Data for External Billing of CRM Service Documents. Mapping of transaction types and item categories (in ERP System): •

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SAP Customizing Implementation Guide → Integration with Other mySAP.com Components → Customer Relationship Management → Settings for Service Processing → Billing Integration →Map Transaction Types and Item Categories.


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Exercise 12: Billing Exercise Objectives After completing this exercise, you will be able to: • Create a billing document for a Service Confirmation

Business Example The standard CRM service processes are CRM billing–relevant. After the service technicians have completed the service confirmations, it is possible to process the billing due list in order to create billing documents (in SAP CRM).

Task: Standard CRM service processes are CRM billing–relevant. Create a billing document in the CRM system and check for successful ERP transfer of accounting data. 1.

Maintain the billing due list and create a billing document for the service confirmation your created earlier. Choose appropriate search criteria.

2.

Check the document flow of the billing document. Do you see accounting documents?

3.

Check in the Customizing of Billing Types why accounting documents have been created immediately. To answer this question, you have to analyze the relevant customizing. Hint: 1. 2. 3.

4.

Transaction Type of service confirmation: ZSEC Item Categories within service confirmation: SVCM, SVCP See details of relevant (which?) billing item category!

Optional (difficult): Create a new service order of type Service Process. Enter ##Megastore as Sold–To Party and service product SRV6_1 with quantity 1 AU. Release and save the service order.

5.

Create a follow–up service confirmation of type Confirmation. Transfer the service product and enter Lou Windham as executing service employee. Complete and save the confirmation.


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Try to create a billing document like you did before. Hint: This time a different item category is involved. Check the billing–relevance and the corresponding IMG documentation.

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Solution 12: Billing Task: Standard CRM service processes are CRM billing–relevant. Create a billing document in the CRM system and check for successful ERP transfer of accounting data. 1.

Maintain the billing due list and create a billing document for the service confirmation your created earlier. Choose appropriate search criteria. a)

Maintain the billing due list and create a billing document for the service confirmation your created earlier. Choose appropriate search criteria. In CRM WebClient UI choose Billing. Choose Search → Billing Due List Items. Payer ID (or Sold–To Party): Choose Search. Mark the line item corresponding to confirmation number from preceding exercise. Choose button Individual Billing. Choose button Continue. Choose Save.


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Check the document flow of the billing document. Do you see accounting documents? a)

Check the document flow of the billing document. Do you see accounting documents? Use the hyperlink and navigate to the billing document. Observe the Transfer to Accounting Status in the Billing Document Details. Once this Status is Transferred, the Assignment Block Follow–Up Transactions contains an Accounting document entry. You can use the hyperlink and display the documents. Log on with ERP user/password! Hint: The transaction launcher together with Internet Transaction Server (ITS) functionality is used to display ERP accounting documents in WebClient UI environment. In other systems: Please make sure that the entry ERP in the Define Transaction Launcher Logical Systems and URLs (/ncrms_ic_cross_sys) contains proper information.


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3.

Check in the Customizing of Billing Types why accounting documents have been created immediately. To answer this question, you have to analyze the relevant customizing. Hint: 1. 2. 3. a)

Transaction Type of service confirmation: ZSEC Item Categories within service confirmation: SVCM, SVCP See details of relevant (which?) billing item category!

Check in the Customizing of Billing Types why accounting documents have been created immediately. To answer this question, you have to analyze the relevant customizing. SAP Implementation Guide → Customer Relationship Management → Billing → Item Category Determination → Assign Item Categories Choose CRMB (CRM Billing). Choose Position. SA Process Cat. ZSEC Source Item Cat.

SVCM (also ZSRP)

The relevant billing item category is SCN. SAP Implementation Guide → Customer Relationship Management → Billing → Define Billing Item Categories Choose CRMB (CRM Billing). Mark SCN and choose Details. The default Billing Type is: Invoice Service Transaction [ZFSE]. SAP Implementation Guide → Customer Relationship Management → Billing → Define Billing Types Choose CRMB (CRM Billing). Mark ZFSE [Invoice Service Transaction] and choose Details. Observe that the flag No Autom. Transfer to Acctg is not set! 4.

Optional (difficult): Create a new service order of type Service Process. Enter ##Megastore as Sold–To Party and service product SRV6_1 with quantity 1 AU. Continued on next page

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Release and save the service order. a) 5.

See the previous solution if you need details how to create a service order.

Create a follow–up service confirmation of type Confirmation. Transfer the service product and enter Lou Windham as executing service employee. Complete and save the confirmation. a)

6.

See the previous solution if you need details how to create a follow–up service confirmation.

Try to create a billing document like you did before. Hint: This time a different item category is involved. Check the billing–relevance and the corresponding IMG documentation. a)

When searching for billing due list items with Transaction ID (= confirmation number, you will not find your confirmation although you completed it. This is due to the fact that the item category of the confirmation item has a billing–relevance setting which is Transaction–Related Billing After Completion. When using this billing–relevance two more things have to happen before a billing due list entry is created: 1. 2.

Completion of the service order. Using the Release for Billing function.

Change the status of the service order to Completed In the navigation bar choose Billing. Choose Search → Release for Billing. Transaction ID:

Mark your line item and choose button Release for Billing. Choose Billing → Billing Due List Items. Your confirmation number should be in this list. See the previous solution for details how to create a billing document.

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Lesson Summary You should now be able to: • Create billing documents for services that have been performed.

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Lesson: Service Controlling Integration Lesson Overview This lesson gives an overview of both controlling and logistics integration.


Describe the options for controlling integration.

Business Example SAP CRM Service offers several ERP integration options. Logistics integration of service parts, time sheet integration of confirmed working time and controlling integration (planned versus actual costs/revenues) can be set up. You would like to better understand those integration options.


You can use the integration of service and sales processes with Controlling in SAP Financials to transfer controlling-relevant data from CRM to an ERP system. 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 ERP 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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Lesson: Service Controlling Integration

Figure 130: Controlling Types

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 to SAP ERP. The customer then makes the following settings in Customizing: Business Scenario • •

Technical settings that control the interaction between the application and ERP Controlling are defined using the business scenario There is the business scenario for CRM Service and for CRM Sales.

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 SAP CRM attributes, e.g. service organization, product category.

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 BI you are able to evaluate the single service transaction even if you have chosen mass object controlling.

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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.

In SAP ERP, the single object controlling 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. •

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 to SAP ERP. •

It is possible to differentiate the calculation of costs for the following: – –

•

Special qualifications, such as for a specialist or apprentice Standard working time, overtime, driving hours, and so on.

You differentiate the calculation of costs by doing the following: – –

Replicating the item category, the service type, and the valuation type into ERP (based on the CRM customizing) and Defining some transformation in the Plug-In customizing.

Additional Features for Single Object Controlling • • •

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Planned Costs and Revenues Accounting Indicator Cockpit for Controlling Integration.


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Planned Costs and Revenues • • •

Determination of planned costs including surcharges based on order planning for services, spare parts and expenses Determination of planned revenues based on billable services, spare parts and expenses within a service order Comparison of planned and actual values on an internal order representing a service order.

Accounting Indicator • • • •

Confirmation of used resources with information about the reason e.g. warranty, good will Differentiation of actual costs in addition to cost element Determination of different settlement receivers based on accounting indicator via customizing More accurate calculation of work in process possible.

Cockpit for Controlling Integration •

Manages error messages that are only relevant for Controlling –

• •

The internal order for a service order can be created, the settlement rule can not be created. This is irrelevant for the CRM process, but is relevant for the Controlling process – Errors occurred during costing are only shown in the cockpit. Supports the maintenance of master data and settlement rules for internal orders belonging to service orders or confirmations Integrates reporting for the controlling of internal orders.

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.

This function provides controlling functionality for internal orders, WBS elements, and sales orders that already exist in SAP ERP. Costs and revenues are posted directly on these objects. No new account assignment objects are created. You can enter the account assignment at the header or item level of the transaction. If you enter the account assignment at the header level, it is inherited by all items. All follow-up documents receive the account assignment of the preceding document. This account assignment cannot be changed. When you enter the account assignment, no check is made to determine whether the account assignment object exists and can be posted to. When the service order is released,

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or when the service confirmation is entered, the account assignment information is transferred into SAP ERP. If you enter accounting indicators in the transaction, they are transferred into ERP as well. How this information is evaluated, and therefore which functions are available, depends on the account assignment object.


Replication: You can replicate the characteristics of service processes (contracts, orders and confirmations) that you want to use for Controlling in ERP. 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: • • • • •

No Controlling Mass-Object Controlling (profitability segment) Single-Object Controlling (internal order) on business transaction level Single-Object Controlling (internal order) on item level 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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Figure 132: Logistic Integration

Transfer Parameter Goods Movement • •

You can define different movement types and special stock indicators that are required by an external system to execute a goods movement. The movement type and special stock indicator created are dependent on transaction types and item categories.

Mapping Plant and Storage Location to Service Structure •

•

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. 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 •

During the service order creation, availability information from ERP is possible.

Reservation •

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You can create a reservation after saving the service order.


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Exercise 13: Optional Exercise: ERP Integration Exercise Objectives After completing this exercise, you will be able to: • Analyze a CRM service order process with respect to ERP CO integration • Analyze a CRM service order process with respect to ERP Logistics integration • Analyze a CRM service order process with respect to ERP Time Sheet integration.

Business Example You would like to better understand the integration aspects within CRM service order processing. Therefore you create a service order, a service confirmation and a billing document and analyze ERP integration. The following exercises are advanced and require quite a bit of ERP background knowledge!

Task 1: Create a new service order of type Service Process [ZSE1]). Enter Sold–to Party ##Megatore, description ##ERP service product SRV1_4 with quantity 1 AU and service part R–1130 with quantity 1 PC. Do not assign a contract to your service order items! 1.

Create the service order and change the item category of the service part item to Service Mat. Reserv [ZSR2]. Observe details for the service item. Release and save the service order. Note: Note the service order number. _________________

2.

Controlling Integration a) Where in Customizing do you find the general settings for controlling integration?


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In ERP find the internal order that was created from your CRM service order. Note: Note the number of the internal order. __________________ Display the Cost Analysis. b) How can the Total plan costs for OEM products consumed be derived? c) How can the Total plan costs for Dir.Int.Activity Alloc. Repair Hours be derived? d) How can the Total plan costs for Sales Revenues – Domestic be derived? Hint: Tips for solving the exercise: a) ERP Customizing via shortcut transaction! b) Plant 3800. Where does the plant information come from? c) SAP Menu → Accounting → Controlling → Cost Center Accounting → Planning → Activity Output/Prices → Change. Cost Center 4100. Where does this information come from? Activity Type 1410. Where does this information come from? d) CRM Pricing. 3.

Logistics Integration a) For which plant/storage location has a material reservation been created? b) What is the reservation number? c) Which IMG activity controls that a material reservation but not a purchase order is created for the service part item entered in the service order? Hint: a) CRM Customizing Logistics Integration. b) Change the Layout to include the Internal Order number. c) CRM Customizing Logistics Integration

Task 2: Create a follow-up service confirmation of type Confirmation [ZSEC]. Confirm both the service and the service part item. 1.

a) Create the follow–up confirmation of type Confirmation, transfer both items and enter the following data: Continued on next page

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Description:

##ERP_CONF

Executing Service Employee:

400440 (Lou Windham)

Go into the details of the service item SRV1_4. b) Observe the Actual Duration of 30 Minutes and the (order) Quantity of 1. Go back to the confirmation details and change the Status to Completed. Note: Note the service confirmation number. __________________ c) Which Personnel Number is assigned to Lou Windham? 2.

Cross Application Time Sheet (CATS) Integration a) Which Data Entry Profile is used when confirming time in CRM? Check in customizing. b) When looking at the time sheet of Lou Windham, do you find the time that was entered due to the creation of the confirmation in the preceding exercise? Use the date and the internal order number to identify your entry. c) How many hours have been confirmed?

3.

Logistics Integration a) Where in Customizing do you find the Logistics Scenario for Material Withdrawal? Which entry is relevant for this exercise? b) Where in Customizing do you find the information which storage location is assigned? c) Check the Stock Overview for material R–1130 and plant 3800. Mark the VAN1: Windham storage location and choose Environment → Material Movements. Change the current Layout and add the fields Order and Reservation to the Position.


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Find the material document that corresponds to your service confirmation. Hint: a) ERP Customizing via shortcut transaction! b) CRM Customizing! c) SAP Menu → Logistics → Materials Management → Physical Inventory → Environment → Stock → Stock Overview [transaction /nmmbe]. 4.

Controlling Integration a) Display the internal order and check the Cost Analysis again. Do you observe a difference? How do you explain the Total actual costs? b) Transfer the time sheet data to controlling. Make sure that you only transfer the time corresponding to your service confirmation. Therefore do the following: 1) Start transaction SAP Menu → Human Resources → Time Management → Time Sheet → Transfer → Accounting [CAT7]. 2) Check the flag Test run! 3) Enter the Personnel number of Lou Windham. 4) Execute the selection. 5) Change the current layout and add the field Receiver Order to the list. E.g. in the following screen, the document number is 1653 (corresponding to internal order 501152). 6) Identify the document number that corresponds to your internal order. 7) Go back to the selection screen, enter the Document number, remove the Test run flag and execute the transfer. c) Display the internal order and check the Cost Analysis again. Do you observe a difference?

Task 3: Create a CRM billing document for your service confirmation. 1.

a) Search for Billing Due List Items and use the Sold–To Party ID as search criteria. b) Perform an Individual Billing and before you save the billing document observe the quantity of the service item.

2.

Controlling Integration. Continued on next page

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Display the internal order and check the Cost Analysis again. Do you observe a difference?

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Solution 13: Optional Exercise: ERP Integration Task 1: Create a new service order of type Service Process [ZSE1]). Enter Sold–to Party ##Megatore, description ##ERP service product SRV1_4 with quantity 1 AU and service part R–1130 with quantity 1 PC. Do not assign a contract to your service order items! 1.

Create the service order and change the item category of the service part item to Service Mat. Reserv [ZSR2]. Observe details for the service item.


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Release and save the service order. Note: Note the service order number. _________________ a)

In the CRM WebClient UI choose Service Orders. Choose Create → Service Orders. Choose Transaction Type Description Service Process and enter the following data: Description:

##ERP

Sold–To Party:

##Megastore

Choose ENTER. Choose Contact Person Mr. Peter ##Finger. In the Assignment Block Items enter the following items: Product ID:

SRV1_4

Quantity:

1 (AU)

Product ID:

R-1130

Quantity:

1 (PC)

Choose ENTER. Change the Item Category of the service part item R-1130 to Service Mat. Reserv. Change the Status to Released. Save the service order. Note: Note the service order number. 2.

Controlling Integration a) Where in Customizing do you find the general settings for controlling integration? In ERP find the internal order that was created from your CRM service order. Note: Note the number of the internal order. __________________ Continued on next page

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Display the Cost Analysis. b) How can the Total plan costs for OEM products consumed be derived? c) How can the Total plan costs for Dir.Int.Activity Alloc. Repair Hours be derived? d) How can the Total plan costs for Sales Revenues – Domestic be derived? Hint: Tips for solving the exercise: a) ERP Customizing via shortcut transaction! b) Plant 3800. Where does the plant information come from? c) SAP Menu → Accounting → Controlling → Cost Center Accounting → Planning → Activity Output/Prices → Change. Cost Center 4100. Where does this information come from? Activity Type 1410. Where does this information come from? d) CRM Pricing. a)

General settings can be found in ERP Customizing SAP Customizing Implementation Guide → Integration with Other mySAP.com Components → Customer Relationship Management → Settings for Service Processing → Controlling Integration → Establish Controlling Type, Controlling Level, and Controlling Scenarios The second entry shows that currently Single–Object Controlling is active independent of CRM organizational data and independent of CRM Transaction Types. In ERP find the internal order that was created from your CRM service order. SAP Menu → Accounting → Controlling → Internal Orders → Master Data → Special Functions → Order → Display [/nKO03] Choose the Value Help (F4) and change to Internal Order Created from CRM Service. Business Transaction:

Start the search. Note: Note the number of the internal order. Continued on next page

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__________________ Display the Cost Analysis. Choose button Master Data. Choose Menu Extras → Cost Analysis. b)

The plan costs for the service part item R–1130 can be derived when looking at the material master accounting data (Plant 3800) SAP Menu → Logistics → Sales and Distribution → Products → Material → Other Material → Display [/nmm03]. Material:

R–1130

Choose button Select Views. Mark Accounting 1. Choose Continue. Plant:

3800 Hint: The relevant plant is derived from here SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Service Transactions → Integration → Logistics Integration → Assign Plant and Storage Location to Service Organizational Units. For Service Organization O 50004982 (Service US), plant 3800 is assigned.

Choose Continue. The field Price control contains parameter S (= Standard price) which is USD 15.00. c)

SAP Menu → Accounting → Controlling → Cost Center Accounting → Planning → Activity Output/Prices → Change Controlling Area:

2000

Choose ENTER.


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Version:

0

From period:

01

To period:

12

Fiscal year:

Cost Center:

4100

Activity Type:

1410

Choose ENTER. Choose Overview Screen (

).

The sum of Fixed price and Variable price equals USD 19.80. When looking at the Cost Analysis of the internal order, the value there equals half of the value you just found. This is due to the fact that a Duration of 30 minutes was defaulted from the service product SRV1_4 into the service order item details. d)

How can the Total plan costs for Sales Revenues – Domestic be derived? The CRM service order pricing calculates a net value of USD 74.00. Check the sales prices of both products SRV1_4 and R-1130 (e.g. in product master).

3.

Logistics Integration a) For which plant/storage location has a material reservation been created? b) What is the reservation number?


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c) Which IMG activity controls that a material reservation but not a purchase order is created for the service part item entered in the service order? Hint: a) CRM Customizing Logistics Integration. b) Change the Layout to include the Internal Order number. c) CRM Customizing Logistics Integration a)

SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Service Transactions → Integration → Logistics Integration → Assign Plant and Storage Location to Service Organizational Units. For Service Organization O 50004982 (Service US) and independent of the Service Team and Service Employee, plant 3800 and storage location 0001 is assigned. In ERP: SAP Menu → Logistics → Materials Management → Inventory Management → Environment → Stock → Stock Overview [transaction MMBE]. Material:

R–1130

Plant:

3800

Choose Execute (

).

Observe the number of reserved parts for storage location 0001. b)

Mark the line 0001 Warehouse 0001 and choose menu Environment → Reservation. You can identify your reservation once the field Order is included into the Layout of this list!

c)

SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Service Transactions → Integration → Logistics Integration → Define Logistics Scenario for the Procurement of Materials and Services. Transaction Type ZSE1 (Service Process) and Item Category ZSR2 (Service Mat. Reserv.) independent of Organizational Units lead to a (material) Reservation.


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Task 2: Create a follow-up service confirmation of type Confirmation [ZSEC]. Confirm both the service and the service part item. 1.

a) Create the follow–up confirmation of type Confirmation, transfer both items and enter the following data: Description:

##ERP_CONF



Go into the details of the service item SRV1_4. b) Observe the Actual Duration of 30 Minutes and the (order) Quantity of 1. Go back to the confirmation details and change the Status to Completed. Note: Note the service confirmation number. __________________


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c) Which Personnel Number is assigned to Lou Windham? a)

Search for your service order and display it. Choose button Create Follow–Up. Choose Service Confirmation → Confirmation. In the Select Items dialog mark both items. Choose Choose. Description:

##ERP_CONF



Go into the details of the service item SRV1_4. In the Assignment Block Items choose Actions → Edit ( item SRV1_4. b)

) for line

Choose Back. Choose Status → Completed. Choose Save. Note: Note the service confirmation number.

c)

Choose Accounts & Products. Choose Search → Employees. Find Lou Windham and go into the details. The corresponding Personnel Number is 10451.

2.

Cross Application Time Sheet (CATS) Integration a) Which Data Entry Profile is used when confirming time in CRM? Check in customizing. b) When looking at the time sheet of Lou Windham, do you find the time that was entered due to the creation of the confirmation in the preceding exercise? Use the date and the internal order number to identify your entry.


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c) How many hours have been confirmed? a)

ERP Customizing SAP Customizing Implementation Guide → Integration with Other mySAP.com Components → Customer Relationship Management → Settings for Service Processing → Time Sheet Integration → Assign Data Entry Profile. The Data Entry Profile is ISP_SM.

b)

SAP Menu → Human Resources → Time Management → Time Sheet → CATS Classic → Display Working Times [/ncat3] Data Entry Profile: ISP_SM Personnel Number:

10451

Choose Display Times ( c) 3.

).

0.5 Hours (= Duration of 30 minutes) have been confirmed.

Logistics Integration a) Where in Customizing do you find the Logistics Scenario for Material Withdrawal? Which entry is relevant for this exercise? b) Where in Customizing do you find the information which storage location is assigned? c) Check the Stock Overview for material R–1130 and plant 3800. Mark the VAN1: Windham storage location and choose Environment → Material Movements. Change the current Layout and add the fields Order and Reservation to the Position.


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Find the material document that corresponds to your service confirmation. Hint: a) ERP Customizing via shortcut transaction! b) CRM Customizing! c) SAP Menu → Logistics → Materials Management → Physical Inventory → Environment → Stock → Stock Overview [transaction /nmmbe]. a)

In ERP enter transaction /nscrm. ChooseCustomer Relationship Management → Settings for Service Processing → Logistics Integration → Create and Change Logistics Scenario for Material Withdrawal. Transaction Type ZSEC [Confirmation], Item Category SVCM [SAP Confirmation Service Material Item] and Service Organization Service US lead to Logistics Scenario Plant / Storage Location!

b)

SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Service Transactions → Integration → Logistics Integration → Assign Plant and Storage Location to Service Organizational Units. The entry including the Service Employee [Personnel Number!] 10451 leads to Plant 3800 and Storage Location 1500.

c)

SAP Menu → Logistics → Materials Management → Physical Inventory → Environment → Stock → Stock Overview [transaction /nmmbe]. Mark the line 1500 VAN1: Windham and choose menu Environment → Material Movements. Cange the current Layout and add the fields Order and Reservation to the Position. Choose Current Display Variant (

).

Choose button Position. In the Hidden fields block find Reservation and move it to the selected fields. Choose Copy. With your reservation number from a preceding exercise you should be able to identify your material document. 4.

Controlling Integration Continued on next page

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a) Display the internal order and check the Cost Analysis again. Do you observe a difference? How do you explain the Total actual costs? b) Transfer the time sheet data to controlling. Make sure that you only transfer the time corresponding to your service confirmation. Therefore do the following: 1) Start transaction SAP Menu → Human Resources → Time Management → Time Sheet → Transfer → Accounting [CAT7]. 2) Check the flag Test run! 3) Enter the Personnel number of Lou Windham. 4) Execute the selection. 5) Change the current layout and add the field Receiver Order to the list. E.g. in the following screen, the document number is 1653 (corresponding to internal order 501152). 6) Identify the document number that corresponds to your internal order. 7) Go back to the selection screen, enter the Document number, remove the Test run flag and execute the transfer.


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c) Display the internal order and check the Cost Analysis again. Do you observe a difference? a)

Due to the completion of the service confirmation, a goods issue has been posted. Total actual costs for one piece of R–1130 can be observed.

b)

1) Start transaction SAP Menu → Human Resources → Time Management → Time Sheet → Transfer → Accounting [CAT7]. 2) Check the flag Test run! 3) Enter the Personnel number of Lou Windham. Personnel Number:

10451

4) Execute the selection. 5) Change the current layout and add the field Receiver Order to the list. Choose Current Layout (

).

In the Hidden fields block find Receiver Order and move it to the selected fields. Choose Copy. Find your Document Number using the Receiver Order (internal order) number. 6) Identify the document number that corresponds to your internal order. Find the four digit number next to the posting date. 7) Go back to the selection screen, enter the Document number, remove the Test run flag and execute the transfer. c)

This time Total actual costs for Repair Hours are available!

Task 3: Create a CRM billing document for your service confirmation. 1.

a) Search for Billing Due List Items and use the Sold–To Party ID as search criteria.


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b) Perform an Individual Billing and before you save the billing document observe the quantity of the service item. a)

In CRM WebClient UI choose Billing. Choose Search → Billing Due List Items. Sold–To Party:

Choose Search. b)

Mark the line item corresponding to confirmation number from preceding exercise. Choose button Individual Billing. Choose button Continue. Navigate to the (temporary) Billing Document using the hyperlink Bill. Doc. ID. The order quantity of the service item SRV1_4 is 1 AU! This quantity was transferred from the quantity of the service confirmation item and is not correlated to the Duration (of 30 minutes). Choose Back. Choose Save.

2.

Controlling Integration. Display the internal order and check the Cost Analysis again. Do you observe a difference? a)

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The Cost Analysis of your internal order now contains Total actual costs for Sales Revenues – Domestic.


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Lesson Summary You should now be able to: • Describe the options for controlling integration.

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Unit Summary

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Unit Summary You should now be able to: • Understand the concept of CRM service orders • Explain basic and advanced functions of CRM service orders • Understand integration aspects of the CRM service order with SAP ERP • Understand the Resource Planning Application • Personalize the Resource Planning Application • Create Assignments within the Resource Planning Application • Understand the concept of CRM service confirmations • Explain basic functions of CRM service confirmations • Describe the integration aspects of CRM service confirmations with SAP ERP • Create an amount allocation for services that have been performed. • Create billing documents for services that have been performed. • Describe the options for controlling integration.

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Unit 6 Complaints and Returns Unit Overview This unit introduces basic information on Complaints and Returns management.

Unit Objectives After completing this unit, you will be able to: • • •

Describe the options for complaints handling Describe the options for returns processing. Perform the customizing settings for complaints and returns.

Unit Contents Lesson: Complaints and Returns Processing...............................286 Exercise 14: Complaints Processing and Customizing ...............297 Lesson: Complaints and Returns Customizing .............................306 Exercise 15: Complaints Customizing ................................... 311

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Lesson: Complaints and Returns Processing Lesson Overview This lesson introduces standard Complaints and Returns documents in SAP CRM. The focus will be put on the application and standard features are introduced.


Describe the options for complaints handling Describe the options for returns processing.

Business Example • • •

The customer expects appropriate action if there are defective products or deficient services. Customers use the Internet, telephone, e-mail, or fax to report that they are not satisfied with the goods or services they have received. The actions may include returning an item, sending a replacement, giving credit, or other options.

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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Lesson: Complaints and Returns Processing

Figure 133: Two Options: Complaints and Returns

In complaints processing, you can create complaints, complaints with reference to billing documents, returns, and in-house repair orders for products, services, or deliveries with which customers are dissatisfied. Complaints can either be product-related or have no reference to products. Complaints with reference to billing documents, returns, and in-house repair orders always refer to a product. You can use complaints and returns in both sales and service. Features of the Complaint and Return documents: •

• • •

•

2009

Actions can automatically be started or can be triggered by the user clicking a push-button within the item details to launch follow-up documents to handle sending a replacement, creating a return, creating a credit memo, and specifying other logical next steps. Automatic business partner determination. Linking of attachments, such as Microsoft Office documents for full details. Integrated with the Interaction Center so that an agent can quickly view prior transactions with customers, create complaints or replacements as follow-up transactions, and view status of outstanding complaints. Complaints and Returns are also integrated with CRM Web Channel (Internet Customer Self-Service).


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Figure 134: Complaints Process

You can create complaints with or without reference to a sales transaction or a service process. You can specify the reason for the complaint using multilevel categorization. From the complaint, you can use actions to • • • • •

generate a (sub-) items of type credit memo request generate a (sub-) items of type debit memo request items generate a (sub-) items of type return request item create a quality notification in ERP create a CRM document e.g. of type task.

Sub-items can be created by actions triggered either manually or by the system, based on predefined planning and start conditions.

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Figure 135: Returns Process

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 ERP system when a returns item is created in the CRM system. The number of the ERP sales order and the number of the CRM return is the same. A goods receipt can be posted in ERP to this sales order. As with the complaint, an employee can enter a reason for creating the return. 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. Employees can also create tasks which may be assigned to another employee to complete.

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Figure 136: Examples of Standard Actions

Credit and Debit Memos are created in CRM Billing and the relevant controlling objects are created. Service parts delivery automatically creates a sales order in the SAP ERP to which a delivery and goods issue can be posted. The sales order contains the same number and item category as the document in CRM. A quality notification can be created from the complaint header or line item and is integrated with the assigned ERP system. Quality notifications are often used for internal processes, such as stopping outbound deliveries, or for external processes such as informing suppliers that goods should be returned. The ultimate goal is to introduce processes to improve the quality of the product.

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Figure 137: Additional Complaint and Return Functions

In addition to the functions mentioned on the figure above, there are more functions available within complaints and returns processing. •

•

•

•

•

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Contract determination: You can set up an automatic search for valid customer contracts that the system runs when you create a complaint item. The system then displays a list of valid contracts from which you can select the desired contract. If there is only one valid contract, the system can automatically assign this contract. The system copies the data, including price agreements, from the assigned contract to the complaint transaction. Manual or automatic date assignment: You can enter dates in the complaint, for example, the date of the first response, or the date by which a decision must be made. These dates can be used for monitoring and escalating complaints. You can either enter dates manually or let the system enter them automatically. For example, dates can be automatically displayed according to the parameters of the Service Level Agreement associated with the relevant contract item. Categorization: You can use categorization to define predefined content, such as causes of damage, which makes complaint entry faster and allows automatic analysis. Status tracking: You can use the search to monitor complaint processing by checking the status. This method allows you to have an overview of all complaints at any time. Entry of counter readings: You can enter counter readings for installed base components in complaint headers and complaint items


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Figure 138: Reference Documents

You can create complaints directly from the items in a sales transaction or service process. This simplifies the creation of complaints since all data (such as, partners, products, quantities, and prices) is transferred from the preceding transaction. When you create a new complaint, you can refer to the following business objects: CRM billing transaction Product service letter Marketing campaign Transactions in integrated systems, such as billing transactions or delivery transactions in SAP ERP, or delivery transactions in another inventory management system. Once you have specified in Customizing that references to business objects are allowed for your complaint transaction type, the system prompts you to enter a reference object when creating a complaint. You can then select the individual items from the reference object to be copied into the complaint transaction. When you reference items, the selected items from the reference document are copied into the complaint/return document according to the defined copying rules. 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. To reference to more than one CRM Billing document is only possible when using a mass controlling scenario. BAdI-Definition: CRM_COPY_BADI_EXTERN.

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Figure 139: Reference Objects and Serial Number Integration

You can enter serial numbers for products and service parts within the context of complaints, returns, and in-house repair orders. The serial numbers specified can be validated and in the interest of logistics integration, replicated to SAP ERP Central Component (SAP ERP). Use set type CRM_SERIALNUM, attribute SERIALNO_PROCESSING within products and refer to SAP Note 824780 for more details also with respect to data exchange between ERP and CRM. Also check the lesson Data Exchange of Technical Objects. The serial number information indicates whether a serial numbers are relevant for a certain product, and how validation of a serial number entered in a document should occur. For items in complaints, returns, and in-house repair orders in the CRM WebClient UI, you can enter serial numbers manually. To do so, you can use the Serial Number field in assignment block Reference Objects. As you enter the product, depending on the value in field Serial No. Processing ID, the system checks whether serial numbers can be entered or must be entered. The serial number information is replicated from SAP CRM to the mobile client as part of the product master data.

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Figure 140: Warranty Determination and Quantity Check

Warranty Check • •

•

An automatic check determines whether a warranty exists for customer-specific objects. You can use warranty information to make decisions about subsequent actions that need to be taken. For example you might want the system to automatically create a return item if a warranty exists. The warranty check is based on: – –

Maintained warranty conditions for the object or installed base component Manually maintained delivery date

Check against original quantities for referenced documents. • • • •

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An automatic check prevents the entry of complaints for more products or services than have actually been sold to a customer. For new complaint or return items, the system also displays the maximum quantity of a product or service that can be entered. You can define whether the user should get an error or information message when increasing the maximum quantity displayed. Prerequisite is a reference to a service order, sales order, or billing document.


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Figure 141: Investigation

This slide shows you the more detailed sequence of the manual investigation process: •

•

• • •

•

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First of all, the customer creates a complaint with three complaint items for product A, product B, and product C. The system validates the complaint items. In the example, the system approves the complaint item for product C, rejects the complaint item for product B, and determines that the complaint item for product A has to be investigated manually. Only items with manual investigation status have to be processed and will be forwarded to a researcher. The researcher is responsible for providing additional information for manually investigating Product A, but is not allowed to approve an item. The analyst approves the manual investigation item, based on information provided by the researcher. The approver then sets the final approval, which updates the status of the complaint item for Product A. The system determines the manual approval process and the partners involved (researcher, analyst, approver) for complaint item product A. The system can use the automatic execution of business rules to automatically decline or release complaints or returns.. If the circumstances are unclear according to defined criteria, or if automatic processing should not take place for certain defined criteria, the document is transferred to a workflow for investigations. The system determines the employees responsible and forwards the document to them. An investigation allows you to filter out critical documents such as complaints, returns, or used part returns, and process them at the research, analysis, and approval processing levels. The end result is that the documents are approved or declined.


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Return Material Authorization (RMA) •

RMA required for processing returns Each return process requires:

•

•

– An authorization check for returning a sold product – A unique RMA number for the return delivery. Unique Numbering – CRM complaints and returns create unique document numbers – Document number plus sub-item results in a unique RMA number – These numbers are replicated to the ERP system. Returns Authorization Attachment Additionally, a return authorization document can be created with data for the physical return. – –

This returns authorization is triggered by actions It contains the physical quantity expected.

Return material authorization (RMA) • • • • • •

•

•

• •

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Each return process requires: an authorization check for returning a sold product and a unique RMA number for the return delivery. Authorization checking is supported by a warranty check and a reference to an existing CRM sales order. The unique CRM complaint/return number, which is also available in SAP ERP, supports the RMA number A returns authorization item that contains the data for the physical return is created for the returns request item. The number of the return or complaint, together with the number of the sub-item, results in the unique returns material authorization (RMA) number. The order quantity of the returns authorization item is determined as follows: The system copies the approved quantity from the returns request item into the Quantity field of the returns authorization item. This quantity is the order quantity, which you can change if necessary. Within a complaint with reference to a billing document, if the returns authorization item has an invoice correction, an invoice correction request item is also created as a sub-item for the returns authorization item. After releasing the returns authorization item and saving the document in SAP CRM, the returns authorization item is replicated to SAP ERP Central Component (SAP ERP) for the purpose of logistics processing. RMA action profile is RMA_ITEM which contains RETURN_ITEM_RMA (returns authorization attachment) creates item category RAIN. A scrapping authorization can also be created by a separate action.


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Exercise 14: Complaints Processing and Customizing Exercise Objectives After completing this exercise, you will be able to: • Create and process a complaints documents • Analyze complaints customizing.

Business Example Customers are complaining about products and services they received from our company. You would like to create a complaints transaction to document the problems. In parallel you make yourself familiar with complaints customizing.

Task 1: Mr. Peter ##Finger of your customer ##Megastore informs you about a product problem. A keyboard that was recently bought has a malfunction. 1.

Create a complaint of type Complaint [CRMC] for your customer ##Megastore with description ##Complaint, High priority and enter one piece of product R-1130. Which item category was determined for your complaint item?

2.

Can you derive why the Requested End time in the complaint header details is twelve hours in the future? Use a SAP GUI mode to analyze Date Management Customizing.

3.

Why does the field Net Value in the Assignment Block Complaint Details contain 0,00 USD although you can observe a value of USD 24,00 in the Assignment Block Items? Hint: Check customizing settings on item category level. Go into the Sales details!

4.

Create a Credit Memo (sub–item) using an action button. Hint: You have to mark the complaint line item in order to see possible buttons! Which item category was determined? Continued on next page

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Optional: Create a Quality Notification in ERP using the action functionality on the item level.

6.

Release and save your business transaction. Make a note of the business transaction number of your complaint.

Task 2: Create a billing document (Credit Memo) for your customer. 1.

In the WebClient UI search for a Billing Due List item belonging to your complaint which you created earlier. You can use the field Transaction ID, Transaction Created By or Sold–To Party ID as search criteria. What is the Billing Status of your Billing Due List item?

2.

Can you explain why this Status is set? Use a SAP GUI mode to analyze Customizing of billing item categories.

3.

In the WebClient UI application release the Billing Block and observe the new status. Perform an Individual Billing and create a billing document. Which billing type is relevant? Why?

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Solution 14: Complaints Processing and Customizing Task 1: Mr. Peter ##Finger of your customer ##Megastore informs you about a product problem. A keyboard that was recently bought has a malfunction. 1.

Create a complaint of type Complaint [CRMC] for your customer ##Megastore with description ##Complaint, High priority and enter one piece of product R-1130. Which item category was determined for your complaint item? a)

Choose Complaints & Returns. Choose Create → Complaint Choose Transaction Type Description Complaints [CRMC]. Description:

##Complaint

Sold–to Party:

##Megastore

Choose ENTER. Choose Contact Person Mr. Peter ##Finger. Priority:

High

Product:

R–1130

Quantity:

1

Which item category was determined for your complaint item? The item category (description) is Complaints.


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Can you derive why the Requested End time in the complaint header details is twelve hours in the future? Use a SAP GUI mode to analyze Date Management Customizing. a)

SAP Implementation Guide → Customer Relationship Management → Basic Functions → Date Management → Assign Date Profile to Transaction Type. See the Details for Transaction Type CRMC [Complaints]. The technical id of the date profile assigned to this transaction type is ZCOMPLAINT. SAP Implementation Guide → Customer Relationship Management → Basic Functions → Date Management → Define Date Profile. The date profile ZCOMPLAINT contains the duration ZSRV_RF_DURA. In the details of it, the duration of 12 Hours is maintained. The date profile ZCOMPLAINT contains the data type SRV_CUST_END which contains a date rule Complaints Rule (ZSRV_COMPL). SAP Implementation Guide → Customer Relationship Management → Basic Functions → Date Management → Define Date Types, Duration Types and Date Rules. Check the details of date rule ZSRV_COMPL (Complaints Rule). Within the XML definition of this date rule, the duration ZSRV_RF_DURA is used to calculate the date/time!


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3.

Why does the field Net Value in the Assignment Block Complaint Details contain 0,00 USD although you can observe a value of USD 24,00 in the Assignment Block Items? Hint: Check customizing settings on item category level. Go into the Sales details! a)

The reason for this behavior is a special pricing setting on item category level (business transaction category Sales). SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Categories Find and mark item category Complaints (= COMP). In the structure tree on the left double–click Assignment of Business Transaction Categories. Mark Sales. In the structure tree on the left double–click Customizing Item. In the Pricing Data section observe field Statist. Value. The setting No cumulation – Values can be used statistically is the reason for the behavior.

4.

Create a Credit Memo (sub–item) using an action button. Hint: You have to mark the complaint line item in order to see possible buttons! Which item category was determined? a)

In the Assignment Block Items choose Actions → Edit. Choose button Credit Memo. Optionally you can go to Assignment Block Scheduled Actions and schedule a new action Credit Memo. A second item (a sub–item) has be created via the action. Which item category was determined? The item category (description) is Credit Memo.

5.

Optional:


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Create a Quality Notification in ERP using the action functionality on the item level. a)

In the Assignment Block Items for your complaint item choose Actions → Edit. In the Assignment Block Scheduled Actions (Personalization!) choose button Schedule New Actions. Mark the action Quality Notification and choose button Schedule. Choose Back. In the Assignment Block Scheduled Actions choose Actions → Execute. Using the Back button go back to the complaint header data. Check the Assignment Block Transaction History for the Quality Notification number.

6.

Release and save your business transaction. Make a note of the business transaction number of your complaint. a)

Choose Status → Released. Save the complaint document.

Task 2: Create a billing document (Credit Memo) for your customer. 1.

In the WebClient UI search for a Billing Due List item belonging to your complaint which you created earlier. You can use the field Transaction ID, Transaction Created By or Sold–To Party ID as search criteria. What is the Billing Status of your Billing Due List item? a)

Choose Billing. Choose Search → Billing Due List Items. Transaction ID:

Choose Search. What is the Billing Status of your Billing Due List item? The Billing Status is Blocked. Leave this browser session open. Continued on next page

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2.

Can you explain why this Status is set? Use a SAP GUI mode to analyze Customizing of billing item categories. a)

There are two kinds of billing blocks in SAP CRM. One can be set manually in the document (e.g. open the complaint document, choose Assignment Block Billing and observe button Block All Items). The second billing block comes from a default setting in the billing item category. This billing block is responsible for the status you observed! SAP Implementation Guide → Customer Relationship Management → Billing → Item Category Determination → Assign Item Categories. Choose Application CRMB (CRM Billing). Find the entries with Source Process Cat. CRMC [Complaint]. Use the value–help (F4) of field Source Item Category. Item Category G2N has short description Credit Memo which was determined in your complaint document (see previous exercise). In this case, billing item category G2N is assigned / relevant. SAP Implementation Guide → Customer Relationship Management → Billing → Define Billing Item Categories Choose Application CRMB (CRM Billing). Find G2N and check the details. The flag Billing Block is set! Leave this screen open.

3.

In the WebClient UI application release the Billing Block and observe the new status.


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Perform an Individual Billing and create a billing document. Which billing type is relevant? Why? a)

In the WebClient UI mark you billing due list item and choose button Release Billing Block. The Billing Status changed to To Be Processed. Perform an Individual Billing and create a billing document. Which billing type is relevant? Why? Mark your billing due list item and choose button Individual Billing. Billing Type Credit Memo has been determined. See customizing of billing item category G2N. The billing type G2 (=Credit Memo) is set as default billing type. Choose button Continue. Choose button Save.

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Lesson Summary You should now be able to: • Describe the options for complaints handling • Describe the options for returns processing.

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Lesson: Complaints and Returns Customizing Lesson Overview This lesson introduces Complaints and Returns related customizing settings.


Perform the customizing settings for complaints and returns.

Business Example You would like to configure Complaints and Returns specific transaction types and item categories. Since it is easily possible to trigger follow-up processes from those documents, you will focus on settings related to action processing.

Figure 142: Complaints and Returns: Customizing

The transaction types and item categories for complaints and repairs are predefined as follows in the standard system: • • • • • •

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CRMC Complaint Transaction Type COMP (Complaints) – this item category is used as the main item L2N (Debit memo request) – this sub-item is triggered by an action G2N (Credit memo request) - this sub-item is triggered by an action TANN (Free of charge substitute delivery) – this sub-item is triggered by an action REN – (Returns request) – this sub-item is triggered by an action


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Lesson: Complaints and Returns Customizing

The item category for the sub-items 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. The item category usage can be a parameter within the details of an action definition (or within the condition maintenance of actions).

Figure 143: Customizing Actions

In Action customizing, you can do the following: • • • •

Create an action profile with action definitions 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 Define conditions (schedule and start conditions) for action types 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. For the WebClient UI, you can define pushbuttons for each action within an action profile. •

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Customer Relationship Management → Transactions → Settings for Complaints → Define Pushbuttons for Actions.


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Figure 144: Quality Notification Action Configuration

Quality notifications are created from the action containing the method QM_NOTIFICATION. You set the initial value for the notification type which has been set up in the SAP ERP system. Other parameters that can be passed are: RFC_DEST and TEXT_ID.

Figure 145: Customizing for Reference Documents

IMG → CRM → Transactions → Basic Settings → Define Transaction Type IMG → CRM → Transactions → Settings for Complaints → Integration → Transaction Referencing → Business Add-Ins for Document Referencing

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1 = Set the transaction type to be able to create with reference. 2 = Define object types for document referencing 3 = Assign business object type to transaction type.

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Exercise 15: Complaints Customizing Exercise Objectives After completing this exercise, you will be able to: • Create a new complaint transaction type • Create a subject profile for complaint reasons. • Create a categorization schema for complaints

Business Example For statistical and other purposes you would like to be able to maintain categories (reasons for complaints) within your complaints documents.

Task 1: You would like to use the multilevel categorization feature within your complaints documents. Therefore you have to prepare a corresponding subject profile. This is done in several steps which are described in the following exercise. Hint: SAP Implementation Guide → Customer Relationship Management → Basic Functions → Catalogs, Codes and Profiles. 1.

In Customizing define a code group and a few codes for catalog C1. Use the following values for the code group: Code Group:

YCG##

Description:

## Complaint Reason Code Group

Status:

Released

Use the following values for complaint reason codes: Code:

Y##A

Description:

General Complaint

Cod:

Y##B

Description:

Product Complaint

Code:

Y##C

Description:

Service Complaint


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2.

Define a new code group profile YCGP## (## Code Group Profile) for Catalog C1 and add your newly created code group YCG## to it.

3.

Create a new subject profile YSP## (## Complaint Reasons) for subject profile category Service. Add the code group profile YCGP## from Catalog Reason and assign Level 1 to it.

Task 2: Create a new transaction type for complaints and adapt it so that it meets your requirements. After completing the necessary customizing steps, test you new transaction type. 1.

In Customizing create a new transaction type YC## (## Complaint) by copying the standard entry CRMC and make the following settings. Transaction Type:

YC##


## Complaint

Description (long):

## Complaint

2.

Assign your newly created subject profile to your newly created transaction type.

3.

Maintain item category determination and – for testing purposes – only create one new entry which allows you to enter products with item category group Complaint [ZCMP].

4.

In the WebClient UI create a new complaint of type ## Complaint. Enter product R-1130 with quantity one and open the item details. Are you able to maintain categories (“codes”)?

Task 3: Create a new categorization schema for the application Complaint and link it to your newly created subject profile. Create three new categories on the first level and link them to your complaint codes you created earlier. 1.

In the WebClient UI (Service Operations) create a new Categorization Schema. Enter the following data:


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Schema ID:

##SCHEMA

Name:

## Schema

Description:

## Schema for Categorization

Valid–From Date:

today

Valid–From Time:

some minutes in the future

In the Assignment Block Application Areas create a new entry and link the categorization schema to Application ID Complaint and Subject Profile ## Subject Profile. In the Category Hierarchy on the left create three new entries on the first level. Category ID:

##CAT1

Category Name:

## General

Category Description:

## General Complaint

Subject Code:

General Complaint

Repeat these steps two times in order to map the other to codes to corresponding categories CAT2 and CAT3. Choose appropriate category names and descriptions. After you have maintained three categories, go back to the details of the top–level categorization schema. Adapt the Valid–From Time if necessary, set the Status to Released and save the schema. 2.

In the WebClient UI create a new complaint of type ## Complaint. Enter product COMPLAINT and open the item details. Are you able to maintain categories (“codes”)?

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Solution 15: Complaints Customizing Task 1: You would like to use the multilevel categorization feature within your complaints documents. Therefore you have to prepare a corresponding subject profile. This is done in several steps which are described in the following exercise. Hint: SAP Implementation Guide → Customer Relationship Management → Basic Functions → Catalogs, Codes and Profiles. 1.

In Customizing define a code group and a few codes for catalog C1. Use the following values for the code group: Code Group:

YCG##

Description:


Status:

Released

Use the following values for complaint reason codes: Code:

Y##A

Description:

General Complaint

Cod:

Y##B


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Description:

Product Complaint

Code:

Y##C

Description:

Service Complaint

a)

Architecture and Technology → Configuration → Customizing Choose SAP Reference IMG. SAP Implementation Guide → Customer Relationship Management → Basic Functions → Catalogs, Codes and Profiles → Define Code Groups and Codes for Catalogs In the pop up, enter C1 in the catalog field. Then continue. Choose New Entries Use the following values for the code group: Code Group:

YCG##

Description:


Status:

Released

Press Enter. Choose your new code group. In the dialog structure on the left, double click Codes. Choose New Entries Use the following values for two new damage codes: Code:

Y##A

Description:

General Complaint

Code:

Y##B

Description:

Product Complaint

Code:

Y##C

Description:

Service Complaint

Save your entries.


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Define a new code group profile YCGP## (## Code Group Profile) for Catalog C1 and add your newly created code group YCG## to it. a)

SAP Implementation Guide → Customer Relationship Management → Basic Functions → Catalogs, Codes and Profiles → Define Code Groups Profiles Mark Catalog C1. In the dialog structure on the left, double click on Definition of Code Groups Profile. New Entries Use the following values for your code group profile: Code group profile:

YCGPC##

Code Group profile ## Code Group Profile text: Press Enter. Choose your newly created code group profile. In the dialog structure on the left, double click on Code Groups for Profile. New Entries Include your newly created code group YCG##. Save your entries. 3.

Create a new subject profile YSP## (## Complaint Reasons) for subject profile category Service.


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Add the code group profile YCGP## from Catalog Reason and assign Level 1 to it. a)

SAP Implementation Guide → Customer Relationship Management → Basic Functions → Catalogs, Codes and Profiles → Define Subject Profiles New Entries Use the following values for your subject profile: Subject Profile:

YSP##

Subject Profile Category:

Service

Text:

## Complaint Profile

Choose your newly created subject profile. In the dialog structure on the left, double click on Code Group Profile for Subject Profile. New Entries Use the following values: Catalog

Reason (C1)

Code Group Profile

YCGPC##

Level

Level 1

Save your entry.

Task 2: Create a new transaction type for complaints and adapt it so that it meets your requirements. After completing the necessary customizing steps, test you new transaction type. 1.

In Customizing create a new transaction type YC## (## Complaint) by copying the standard entry CRMC and make the following settings.


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Transaction Type:

YC##


## Complaint

Description (long):

## Complaint

a)

SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types Find and mark entry CRMC and press Copy As…. Enter the data given in the exercise. Choose ENTER and confirm the Pop–Up.

2.

Assign your newly created subject profile to your newly created transaction type. a)

In the dialog structure on the left, double click on Assignment of Business Transaction Categories. Choose Service Process. In the dialog structure on the left, double click on Customizing header. Subject Profile

YSP##

Save your entries. 3.

Maintain item category determination and – for testing purposes – only create one new entry which allows you to enter products with item category group Complaint [ZCMP]. a)

SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination Choose New Entries. Transaction Type:

YC##

Item Cat. Group:

Complaint(ZCMP)

Item Category:

Complaint Item[ZCOM]

Choose Enter. Save your settings 4.

In the WebClient UI create a new complaint of type ## Complaint. Enter product R-1130 with quantity one and open the item details. Continued on next page

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Are you able to maintain categories (“codes”)? a)

Start the WebClient UI. In the navigation bar choose Complaints & Returns. Choose Create → Complaint. Choose transaction type description ## Complaint and enter the following: Description:

## Complaint Test

Sold–To Party:

##Megastore

Product ID:

Complaint

Quantity

1 (PC)

Choose Actions → Edit (

).

Are you able to maintain categories (“codes”)? No, all Category fields are inactive.

Task 3: Create a new categorization schema for the application Complaint and link it to your newly created subject profile. Create three new categories on the first level and link them to your complaint codes you created earlier. 1.

In the WebClient UI (Service Operations) create a new Categorization Schema. Enter the following data: Schema ID:

##SCHEMA

Name:

## Schema

Description:


Valid–From Date:

today

Valid–From Time:


In the Assignment Block Application Areas create a new entry and link the categorization schema to Application ID Complaint and Subject Profile ## Subject Profile. In the Category Hierarchy on the left create three new entries on the first level.


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Category ID:

##CAT1

Category Name:

## General



Subject Code:

General Complaint

Repeat these steps two times in order to map the other to codes to corresponding categories CAT2 and CAT3. Choose appropriate category names and descriptions. After you have maintained three categories, go back to the details of the top–level categorization schema. Adapt the Valid–From Time if necessary, set the Status to Released and save the schema. a)

In the navigation bar choose Service Operations. Choose Create → Categorization Schema. Schema ID:

##SCHEMA

Name:

## Schema

Description:


Valid-From Date:

!!! today !!!

Valid-From Time:


In the Assignment Block Application Areas create a new entry and link the categorization schema to Application ID Complaint and Subject Profile ## Subject Profile. In the Assignment Block Application Areas choose New. Application ID:

Complaint

Parameter:

Subject Profile

Value:

## Complaint Profile

In the Category Hierarchy on the left create three new entries on the first level. Choose New.


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Category ID:

##CAT1

Category Name:

## General



Subject Code:

General Complaint

In the structure tree mark the top level (schema level). Choose New. Category ID:

##CAT2

Category Name:

## Product


## Product Complaint

Subject Code:

Product Complaint

In the structure tree mark the first level (schema level). Choose New. Category ID:

##CAT3

Category Name:

## Service


## Service Complaint

Subject Code:

Service Complaint

After you have maintained three categories, go back to the details of the top–level categorization schema. In the structure tree mark the first level (schema level). Adapt the Valid–From Time if necessary, set the Status to Released and save the schema. Valid–From Time:

two minutes from now

Status:

Released

Choose Save. 2.

In the WebClient UI create a new complaint of type ## Complaint. Enter product COMPLAINT and open the item details. Continued on next page

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Are you able to maintain categories (“codes”)? a)

Start the WebClient UI. In the navigation bar choose Complaints & Returns. Choose Create → Complaint. Choose transaction type description ## Complaint and enter the following: Description:

## Complaint Test

Sold–To Party:

##Megastore

Product ID:

Complaint

Quantity

1 (PC)

Choose Actions → Edit. Are you able to maintain categories (“codes”)? Yes, now you should be able to maintain a category on first level.

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Lesson Summary You should now be able to: • Perform the customizing settings for complaints and returns.

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Unit Summary You should now be able to: • Describe the options for complaints handling • Describe the options for returns processing. • Perform the customizing settings for complaints and returns.

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Unit 7 In-House Repair Unit Overview This unit gives an overview of the In-House Repair scenario in SAP CRM. The standard In-House Repair order features are introduced.


Describe the options for in-house repair processing Create and manage an in-house repair order. Understand the customizing settings for In-House Repair.

Unit Contents Lesson: In-House Repair Processing ........................................326 Exercise 16: In-House Repair Processing ..............................337 Lesson: In-House Repair Customizing.......................................353 Exercise 17: In-House Repair Customizing.............................355

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Lesson: In-House Repair Processing Lesson Overview


Describe the options for in-house repair processing Create and manage an in-house repair order.

Business Example You would like to use the CRM In-House Repair order to manage a repair process. Therefore you analyze the options with the CRM In-House Repair document.

Figure 146: In-House Repair: Order Structure

The in-house repair order is integrated with service processes and sales transactions. This means you can create in-house repair orders as follow-up transactions and thereby transfer the data from each preceding transaction.

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Lesson: In-House Repair Processing

Figure 147: In-House Repair

Main Item Data •

Contains information that is valid for specific in-house repair order item only (for example, the product to be repaired, quantity, status, defect description, counter reading ...)

Sub-item Data •

•

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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, ) Sub-items can be created by triggering actions manually or by the system.


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Figure 148: In-House Repair: Request

Repairs can be reported via Interaction Center or Web Channel (Internet Customer Self-Service). Based on the repair request item, a return request item can be created via an appropriate action. This subitem triggers data exchange with SAP ERP. The customer is allocated a unique returns material authorization (RMA) number which he or she can use to send the product in for repair.

Figure 149: In-House Repair: Goods Receipt

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When the return delivery is received in the service center, the warehouse clerk would search for the corresponding ERP order which matches the RMA number given and create a return delivery with reference. The ability to create this delivery is controlled by the item category customizing of the return request item. The returned item will be posted into order-specific stock.

Figure 150: In-House Repair: Diagnosis

The creation of a diagnosis item shows that the defective part should be inspected after the returns delivery. After the returns delivery is received and the technical analysis (diagnosis) is performed, you can document the result as follows: By filling in an HTML page that is available for the diagnosis item in assignment block Questionnaires. You can tailor the HTML page to your needs. •

•

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SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Complaints → Questionnaire for Complaints → Define Questionnaires. SAP Implementation Guide → Customer Relationship Management → Transactions → Settings for Complaints → Questionnaire for Complaints → Define Determination for Questionnaires.


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Figure 151: In-House Repair: Repair Step Planning

Relevant service contract information is visible from in-house repair order item referring to service contract. The system determines the prices for each repair item. The different factors influencing pricing can include: • • •

Service parts and services included in the warranty Customer-specific prices (discount) Service contract-specific price agreements.

Using Multi-Level Categorization you can enter reasons (codes).

Figure 152: In-House Repair: Quotation

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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 – –

Create the outbound delivery to return the not repaired product Cancel the created spare part reservation in ERP.

Figure 153: In-House Repair: Confirmation

The service representative can differentiate between: • • •

Normal working hours and overtime (valuation type) Experienced and not experienced working time (service type) Warranty or free of charge items (accounting indicator)

Spare part items: • •

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Repair step items: •

Each time confirmation updates the Cross Application Time Sheet (CATS) in ERP and at least the assigned controlling object.

Figure 154: In-House Repair: Delivery of Repaired Product

When the part is completely repaired, the sub-item Return Repaired Product will control the ability to create an outbound delivery to the customer. This item is a sub-item of the Repair Request item. The Return Repaired Product item is replicated to the ERP system where the outbound delivery process is handled.

Figure 155: In-House Repair: Basic Functions

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Reference Objects •

You can provide additional information about the product that is the subject of the repair by entering a reference to objects. The reference object can also be assigned at header level of the in-house repair order. Information about the relationship between a product and an Installed Base enables you, for example, to analyze In-house repair orders to identify problems that depend on the Installed Base in which a product is installed.

Contract determination •

•

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 A service contract assignment affects the calculation of the delivery dates based on agreed SLA and In-house repair order pricing.

Warranty determination •

•

An automatic check determines whether a warranty exists for the customer-specific objects. 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. The warranty check is based on –

•

Maintained warranty conditions for the individual object or installed base component – Manually maintained reference date If a warranty exists, the system will copy the warranty data into all sub-items.

Return Material Authorization • •

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Figure 156: In-House Repair: Additional Functionality

Amount Allocation •

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.

Templates • •

Templates are predefined repair steps (services and service parts, including default quantities). Templates can be selected as sub-items during in-house repair order creation.

Product Proposal • •

Depending on settings within action customizing, product proposals can be generated and selected as sub-items during in-house repair order creation. 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.

Figure 157: In-House Repair: Logistics Integration

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Availability Information • • • •

The user can see ATP information for all selected spare part items against the ERP system. The delivers the available quantity and earliest availability date. This information is based on the ERP settings. After saving the In-house repair order, the ATP information is deleted. The relevant ATP plant for In-house repair orders is defined in Customizing.

Reservation • • •

After saving the in-house repair order, the system creates an ERP reservation in the in-house repair service plant for all spare part items. These demands can now trigger the purchasing processing. A spare part confirmation updates the existing reservation and stock in ERP.

Loan Device Handling •

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 •

All delivery-relevant sub-items are replicated into ERP 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.

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Exercise 16: In-House Repair Processing Exercise Objectives After completing this exercise, you will be able to: • Create and manage an in-house repair order.

Business Example 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 SAP ERP 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.

Task 1: 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.

Create an in-house repair order of type In-House Repair for your customer ##Megastore with a description ##Repair Order. Mark the priority as Very high.

2.

Enter the product HT-1011 the customer wishes to return and to inspect. If the system proposes the assignment of a service contract, choose No assignment. What is the item category determined for this line item? _______________________________ Continued on next page

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3.

Where would you be able to enter serial number information for the defective product?

4.

Within the items details execute the action Send in repairs via a predefined button. The system creates a sub-item which then triggers the creation of a return document in ERP. What is the item category determined for the new line item? ______________________________

5.

Release all items and save your transaction Note the transaction number. _______________________________

6.

Check the Transaction History for successful data transfer into ERP.

Task 2: The notebook arrives at your service plant. In ERP create an inbound delivery, post goods receipt and check the stock overview. 1.

In ERP create an (inbound) delivery of type LR (Returns delivery). SAP Menu: Logistics → Sales and Distribution → Shipping and Transportation → Outbound Delivery → Create → Single Document → With Reference to Sales Order [/nvl01n] Shipping point:

3800

Order:

Today’s date

Selection date:

Delivery Type:

LR

Afterwards post goods receipt. Note the Return delivery number. _______________________ 2.

Check the stock overview for material HT-1011 in plant 3800. What do you observe? SAP Menu → Logistics → Materials Management → Inventory Management → Environment → Stock → Stock Overview [/nmmbe]


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Task 3: After the notebook was received, a service representative performs a technical analysis and enters the inspection results. He/she 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 sub-items of the diagnosis item. 1.

Within the item details of your CRM repair request item create a diagnosis item. What is the item category determined for this new line item? __________________ In the details of the diagnosis item fill out the Inspection Report (Questionnaire!). Mention that the product can be repaired.

2.

In our example, the technician decides to perform a repair using a service and a service part item. Trigger the action Repairs + Spare Parts for your Diagnosis line item. Since product proposals are maintained, choose SRV2_9 for the service product and HT–1069 as service part material.

3.

Release all items and save your transaction.

Task 4: After completion of the repair, the service technician reports the working time and the material he used. 1.

Open your existing in-house repair order to create a follow-up service confirmation of type Confirmation. Only the diagnosis, the service and the service part items are confirmation relevant! Copy these three items to the confirmation and change the executing service employee to Lou Windham (400440).

2.

Complete and save the confirmation.

Task 5: In your CRM in-house repair order create a new sub-item to trigger the return delivery of the repaired notebook. 1.

Open your in-house repair order and go to the item details of the Return for Repair line item. Schedule the Delivery: Repair action. It will be executed automatically! The system creates a new item line that triggers the return delivery of the repaired notebook. Release and save the in-house repair order. Continued on next page

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What is the item category of the newly created item? _______________________

Task 6: The notebook has to be returned to the customer. When you post goods issue for the delivery, the stock is adjusted accordingly. 1.

In ERP create an Outbound Delivery of type LF (Delivery) for the repaired product. Shipping Point:

3800

Selection date:

Today’s date

Order:

Your transaction number

Choose Enter. Create a transfer order. Choose Subsequent Functions → Create Transfer Order. In the dialog box, choose Yes. Enter the following data: Warehouse Number:

038

Delivery:

Leave as default

Foreground/Background:

Background

Adopt Pick Quantity:

2

Choose Enter. Save. 2.

Check the stock overview for material HT-1011 in plant 3800. 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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Task 7: Optional For the service confirmation including three billing-relevant items, create a billing document in SAP CRM.

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1.

Find the service confirmation in the Billing Due List.

2.

Before creating the billing document, add an Absolute Discount of USD 20.00 for the billing document item referring to the diagnosis item.


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Solution 16: In-House Repair Processing Task 1: 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.

Create an in-house repair order of type In-House Repair for your customer ##Megastore with a description ##Repair Order. Mark the priority as Very high. a)

In the navigation bar choose Complaints & Returns. Choose Create → In-House Repair. Choose Transaction Type Description In-House Repair. Description:

##Repair Order

Sold–To Party:

##Megastore

Choose ENTER. Choose contact person Mr. Peter ##Finger. 2.

Enter the product HT-1011 the customer wishes to return and to inspect. If the system proposes the assignment of a service contract, choose No assignment. What is the item category determined for this line item?


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_______________________________ a) Product–ID:

HT–1011

Quantity:

1 (PC)

If the system proposes the assignment of a service contract, choose No assignment. What is the item category determined for this line item? The item category is Repair Request. 3.

Where would you be able to enter serial number information for the defective product? a)

Choose Actions → Edit to get to the item details. In the Assignment Block Reference Objects you are able to enter a serial number. If necessary personalize the content of this Assignment Block.

4.

Within the items details execute the action Send in repairs via a predefined button. The system creates a sub-item which then triggers the creation of a return document in ERP. What is the item category determined for the new line item? ______________________________ a)

Scroll to the top and observe the available buttons. Choose the button Send in repairs. The system creates a sub-item which then triggers the creation of a return document in ERP. Choose Back. A second line item (Item No. 1100) has been created. What is the item category determined for the new line item? The item category is Return for Repair.

5.

Release all items and save your transaction Note the transaction number.


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_______________________________ a)

Choose Status → Released. Choose Save. Note the transaction number.

6.

Check the Transaction History for successful data transfer into ERP. a)

Open the Assignment Block Transaction History. If necessary go to the Assignment Block In-House Repair Details and choose Edit. A refresh of the transaction history is triggered.

Task 2: The notebook arrives at your service plant. In ERP create an inbound delivery, post goods receipt and check the stock overview. 1.

In ERP create an (inbound) delivery of type LR (Returns delivery). SAP Menu: Logistics → Sales and Distribution → Shipping and Transportation → Outbound Delivery → Create → Single Document → With Reference to Sales Order [/nvl01n] Shipping point:

3800

Order:

Today’s date

Selection date:

Delivery Type:

LR

Afterwards post goods receipt. Note the Return delivery number. _______________________ a)

Choose ENTER. Choose button Post Goods Receipt. Note the Return delivery number:

2.

Check the stock overview for material HT-1011 in plant 3800. What do you observe?


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SAP Menu → Logistics → Materials Management → Inventory Management → Environment → Stock → Stock Overview [/nmmbe] a) Material:

HT–1011

Plant:

3800

Choose Execute (F8). Double-click the line Sales Order Stock. A sales document with your number should be in the list.

Task 3: After the notebook was received, a service representative performs a technical analysis and enters the inspection results. He/she 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 sub-items of the diagnosis item. 1.

Within the item details of your CRM repair request item create a diagnosis item. What is the item category determined for this new line item? __________________


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In the details of the diagnosis item fill out the Inspection Report (Questionnaire!). Mention that the product can be repaired. a)

Choose Actions → Edit to get to the item details of the repair request item. Choose button Diagnosis. Choose Back. What is the item category determined for this new line item? The item category is Diagnosis Item. In the details of the diagnosis item fill out the Inspection Report (Questionnaire!). Mention that the product can be repaired. Choose Actions → Edit to get to the item details of the diagnosis item. Open the Assignment Block Questionnaire. Choose Actions → Edit to edit the Inspection Report. Fill out the report and choose Save at the bottom of the report page. Choose Back (to go to the item details). Choose Back to go to the header details.

2.

In our example, the technician decides to perform a repair using a service and a service part item. Trigger the action Repairs + Spare Parts for your Diagnosis line item. Since product proposals are maintained, choose SRV2_9 for the service product and HT–1069 as service part material. a)

You should be in the header details of the repair order. Mark the diagnosis item. Choose More → Repair + Parts Choose SRV2_9. Choose HT-1069.

3.

Release all items and save your transaction. a)

In the header details choose Edit. Choose Status → Released. Choose Save.


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Task 4: After completion of the repair, the service technician reports the working time and the material he used. 1.

Open your existing in-house repair order to create a follow-up service confirmation of type Confirmation. Only the diagnosis, the service and the service part items are confirmation relevant! Copy these three items to the confirmation and change the executing service employee to Lou Windham (400440). a)

Choose button Create Follow-Up. Choose Service Confirmation (Confirmation). Only the diagnosis, the service and the service part items are confirmation relevant! Copy these three items to the confirmation and change the executing service employee to Lou Windham (400440). Mark the three items that can be copied. Choose Choose. Executing Service Employee:

2.

Lou Windham.

Complete and save the confirmation. a)

Choose Status → Completed. Choose Save.

Task 5: In your CRM in-house repair order create a new sub-item to trigger the return delivery of the repaired notebook. 1.

Open your in-house repair order and go to the item details of the Return for Repair line item. Schedule the Delivery: Repair action. It will be executed automatically! The system creates a new item line that triggers the return delivery of the repaired notebook.


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Release and save the in-house repair order. a)

Choose Actions → Edit to get to the item details of the Return for Repair item. Open the Assignment Block Scheduled Actions. Choose the button Schedule New Actions. Mark the action Delivery: Repair. Choose the button Schedule. The system creates a new item line that triggers the return delivery of the repaired notebook. Choose Back. Choose Back. Release and save the in–house repair order. Choose Status → Released. Choose Save. The system now transfers the new line item into the replicated sales order of the ERP system.

2.

What is the item category of the newly created item? _______________________ a)

The item category is Repaired Goods Del.

Task 6: The notebook has to be returned to the customer. When you post goods issue for the delivery, the stock is adjusted accordingly. 1.

In ERP create an Outbound Delivery of type LF (Delivery) for the repaired product. Shipping Point:

3800

Selection date:

Today’s date

Order:


Choose Enter. Create a transfer order. Choose Subsequent Functions → Create Transfer Order. In the dialog box, choose Yes. Continued on next page

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Enter the following data: Warehouse Number:

038

Delivery:

Leave as default


Background


2

Choose Enter. Save. a)

SAP Menu: Logistics → Sales and Distribution → Shipping and Transportation → Outbound Delivery → Create → Single Document → With Reference to Sales Order [/nvl01n] Shipping Point:

3800

Selection date:

Today’s date

Delivery Type:

LF

Order:


Choose Enter. Create a transfer order. Choose Subsequent Functions → Create Transfer Order. In the dialog box, choose Yes. Enter the following data: Warehouse Number: Delivery:

038


Background


2 (this will also trigger the posting of goods issue!)

Leave as default

Choose Enter. 2.

Check the stock overview for material HT-1011 in plant 3800. Continued on next page

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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. a)

SAP Menu: Logistics → Materials Management → Inventory Management → Environment → Stock → Stock Overview [/nmmbe] Material:

HT-1011

Plant:

3800

Choose Execute (F8). The sales order stock has changed. Your sales order is not in the list since you posted the goods issue when creating the transfer order.

Task 7: Optional For the service confirmation including three billing-relevant items, create a billing document in SAP CRM. 1.

Find the service confirmation in the Billing Due List. a)

Choose Billing. Choose Search → Billing Due List Items. Search for the entry that corresponds to your service confirmation. Transaction ID:

Choose Search. Your confirmation number should appear.


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2.

Before creating the billing document, add an Absolute Discount of USD 20.00 for the billing document item referring to the diagnosis item. a)

Mark the line item and choose Individual Billing. Choose Continue. Use the hyperlink of the temporary billing document ID to navigate to the billing document. Use the hyperlink of the item number (e.g. 10) corresponding to the diagnosis line item. In the Assignment Block Price Conditions choose Edit List. Choose New. Price Element:

Absolute Discount

Amount:

20–

Currency:

USD

Choose Back (four times). Choose Save to save the billing document.

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Lesson Summary You should now be able to: • Describe the options for in-house repair processing • Create and manage an in-house repair order.

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Lesson: In-House Repair Customizing

Lesson: In-House Repair Customizing Lesson Overview


Understand the customizing settings for In-House Repair.

Business Example You would like to get an overview of In-House Repair order related customizing.

Figure 158: In-House Repair: Customizing

The item category for the subitems is determined by the transaction type, the item category group (from the product master), the usage (often from the action definition), and the main item category.

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In-House Repair: ERP Relevant Actions •

Create Send in Repairs

•

– SAP ERP return request is created for goods receipt processing. Create Repaired goods delivery –

•

A SAP ERP 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 ERP 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 ERP delivery document is created and managed in the delivery list to pick up the loan device from the customer. Create Scrapping –

A SAP ERP goods issue is triggered to update the in-house repair order stock.

Actions • • • • •

Flexible definition of actions (standard and customer-specific actions) Representation of recurring process steps Assignment of actions at header, item or sub-item level Standard actions are used to create sub-items Two types of sub-item exist: –

•

354

SAP ERP relevant sub-items Create an SAP ERP 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 Manually triggered by user OR automatically triggered by planning and start conditions.


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Exercise 17: In-House Repair Customizing Exercise Objectives After completing this exercise, you will be able to: • Analyze relevant item categories within the In-House Repair order • Analyze relevant action profiles and action definition used within SAP Repair order processing.

Business Example For a better understanding of the standard SAP Repair order, you would like to know how the standard actions within the repair order together with item category determination work together.

Task: Review the customizing settings for the in-house repair orders. 1.

Review the item category determination for the SAP Repair Order. What item category is determined when an item with item category group Standad item (NORM) is entered on an REPA transaction? _____________________________

2.

What action profile is assigned to this item category? _____________________________

3.

Review the action profile to determine which actions are available on a repair request item. ______________________________ ______________________________

4.

What controls that the action REPAIR_RETURN can be triggered manually in the repair order? ______________________________________________________________

5.

When the REPAIR_RETURN action is triggered, which entry will be used to determine the item category for a standard item? Why? ______________________________________________________________ ______________________________________________________________

6.

What action profile is attached to this item category? ______________________________________________________________ Continued on next page

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What action is available in that action profile? When will this action be invoked? ______________________________________________________________ ______________________________________________________________

8.

When the item is sent in by the customer, the service technician will look over the item to see what repairs need to be done. The standard action used is REPAIR_DIAGNOSIS. What item category determination entry is used in this case for our standard item? ______________________________________________________________

9.

What action profile is used by this diagnosis item category? ______________________________________________________________

10. What types of actions are possible in this action profile? ______________________________________________________________ ______________________________________________________________

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Solution 17: In-House Repair Customizing Task: Review the customizing settings for the in-house repair orders. 1.

Review the item category determination for the SAP Repair Order. What item category is determined when an item with item category group Standad item (NORM) is entered on an REPA transaction? _____________________________ a)

Architecture and Technology → Configuration → Customizing (SPRO) Choose SAP Reference IMG. SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination Use the Position button to find the entry. Transaction type:

REPA

Item Category Group:

NORM

The item category determined is RREQ. 2.

What action profile is assigned to this item category? _____________________________ a)

SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Categories Use the Position button. Item Category:

RREQ

The action profile used is Repair Request (REPAIR_REQUEST). 3.

Review the action profile to determine which actions are available on a repair request item. ______________________________


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______________________________ a)

SAP Implementation Guide → Customer Relationship Management → Basic Functions → Actions → Actions in Transaction → Change Actions and Conditions → Define Action Profiles and Actions Use the Position button Action Profile:

REPAIR_REQUEST

Mark the line with REPAIR_REQUEST and choose Action Definition in the Dialog structure on the left. There are two actions: REPAIR_DIAGNOSIS and REPAIR_RETURN. 4.

What controls that the action REPAIR_RETURN can be triggered manually in the repair order? ______________________________________________________________ a)

Mark the REPAIR_RETURN action and choose Details. The settings “Immediate Processing” and the checkboxes Executable in Dialog and Display in Toolbox allow the action to be available and manually triggered.

5.

When the REPAIR_RETURN action is triggered, which entry will be used to determine the item category for a standard item? Why? ______________________________________________________________


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______________________________________________________________ a)

SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination Use the position button to find the entry. Transaction type:

REPA


NORM

Item Category Usage:

RSUB

Main Item Category:

RREQ

Hint: The item category group NORM is derived from the product HT-1011. The item category usage RSUB is derived from the action definition (coding within method!). The item category RSUB is determined. 6.

What action profile is attached to this item category? ______________________________________________________________ a)

SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Categories Use the position button Item Category:

RSUB

The action profile used is Return for Repair (REPAIR_RETURN). 7.

What action is available in that action profile? When will this action be invoked? ______________________________________________________________


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______________________________________________________________ a)

SAP Implementation Guide → Customer Relationship Management → Basic Functions → Actions → Actions in Transaction → Change Actions and Conditions → Define Action Profiles and Actions Use the position button Action Profile:

REPAIR_RETURN

Mark the line with REPAIR_RETURN and choose Action Definition in the Dialog structure on the left. There are is one action: REPAIR_RETURN_DELIVERY. This action will be used to return the item to the customer when the repair is finished. 8.

When the item is sent in by the customer, the service technician will look over the item to see what repairs need to be done. The standard action used is REPAIR_DIAGNOSIS. What item category determination entry is used in this case for our standard item?


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______________________________________________________________ a)

SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination Use the position button to find the entry. Transaction type:

REPA


SRVP

Item Category Usage:

DGNS

Main Item Category:

RREQ

Item category DGNS is determined. Hint: Check the details of the action definition by choosing IMG activityDefine Conditions and your action profile. Check the Processing Details and check the processing parameters. The item category group SRVP is derived of the service product SRV_DIAGNOSIS which is added via the action. Also item category usage DGNS is added via this action. SAP Implementation Guide → Customer Relationship Management → Basic Functions → Actions → Actions in Transaction →Change Actions and Conditions → Define Conditions (Action profile Repair Request; action Diagnosis; Processing Details tab!) 9.

What action profile is used by this diagnosis item category?


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______________________________________________________________ a)

SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Item Categories Use the position button Item Category:

DGNS

The action profile used is Repair: Result of Diagnosis (Item) (REPAIR_DIAGNOSIS_RESULT_ITEM). 10. What types of actions are possible in this action profile? ______________________________________________________________ ______________________________________________________________ a)

SAP Implementation Guide → Customer Relationship Management → Basic Functions → Actions → Actions in Transaction → Change Actions and Conditions → Define Action Profiles and Actions Use the position button Action Profile:

REPAIR_DIAGNOSIS_RESULT_ITEM

Mark the line with REPAIR_DIAGNOSIS_RESULT_ITEM and choose Action Definition in the Dialog structure on the left. There are five actions: two for repair, two for temporary replacements, and one for scrapping the item.

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Lesson Summary You should now be able to: • Understand the customizing settings for In-House Repair.

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Unit Summary You should now be able to: • Describe the options for in-house repair processing • Create and manage an in-house repair order. • Understand the customizing settings for In-House Repair.

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Unit 8 Warranty Claims Unit Overview This unit introduces Warranty Claim processing. Starting with service orders, confirmations or complaints it is possible to automatically create follow-up warranty claims which then can be transferred to a vender. The vender then decides whether he is granting a vender warranty including flat rate payments.


Explain the effect of both customer and vendor warranties on service processing Create a warranty claim for service and parts covered by a vendor warranty. Perform customizing settings for warranty.

Unit Contents Lesson: Warranty Claims Processing ........................................366 Exercise 18: Warranty Claim Processing ...............................373 Lesson: Warranty Claims Customizing ......................................388

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Lesson: Warranty Claims Processing Lesson Overview This lesson introduces warranty claim processing.


Explain the effect of both customer and vendor warranties on service processing Create a warranty claim for service and parts covered by a vendor warranty.

Business Example You service customers who sometimes complain about defective products. Since the problem can be caused by your vender, you would like to use warranty claim documents in order to communicate with your vender.

Figure 159: Warranty Claims

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Lesson: Warranty Claims Processing

A Warranty Claim is an entitlement that a dealer has in relation to a product of a supplier or manufacturer (the reimburser). The Warranty Claim is used to represent the entire Warranty process from creating a Warranty Claim, the technical analysis and relevant follow-up process steps, through to the statistical evaluation. Some of the relevant follow up processes can be • • •

Dealer returns the defective products Dealer sends invoice to vendor with reference to warranty claim Dealer gets a substitute delivery

The warranty claim processing component provides: • • • •

Integration of service order and warranty claim in CRM using the same data model (Business Transaction Concept). High-performance routine for checking warranty claims, allowing most of the claims to be checked automatically. User interface for processing warranty claims manually. Data administration and an interface for communicating with the reimbursers.

Figure 160: Warranty Claim Processing

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Figure 161: Warranty Claim Creation

Prerequisites: • •

Partner Function Vendor needs to be assigned to the reference object. Vendor warranty must exist and be assigned to the reference object.

The system automatically checks during creation of a service order to see if a warranty exists for the product, object, or the installed base that has been entered. A warranty check log contains information on checks that have been performed regarding existing warranties for a selected service product, including the result and status of the checks performed. Action to copy and filter warranty claim-relevant items and other relevant order data into a new warranty claim. Warranty Claim Data •

Header Data –

•

Information valid for the warranty claim as a whole(warranty claim number, status, description, priority, sold-to party, and so on). Item Data –

•

Information valid for specific warranty claim items only(service item number, status, description, quantity, unit of measure, counter reading, codes, and so on) – Service, service part, and expense items are supported in the warranty claim. Partner Determination – –

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Supported within all service documents Business partners can be found and entered into transactions automatically.


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During processing the claim takes hold of the relevant information such as equipments serial numbers, damage codes / damage reasons (catalogs), prices, counter readings and all warranty-related information so the process can be mostly be automated. When creation of a warranty claim is triggered either manually or automatically, all the structures of the service order/confirmation (header, main item, item) are transferred to the items that are relevant for a warranty. During this process, the system creates independent items in the warranty claim for each item and sub-item. This results in a document flow that you can call up for display. •

The following fields are transferred to the vendor: – – – – – – –

Net values Codes Texts Products Quantity Reference object information Counter.

Figure 162: Warranty Claim Communications

The warranty claim can be processed in two different variants. The next two slides will give examples for both variants.

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Figure 163: Warranty Claim - Simple Process Flow

This slide shows an exemplary simple process flow of a warranty claim. The “manual warranty” is the core process, where the dealer prints the warranty claim and sends it to the vendor manually.

Figure 164: Warranty Claim - Complex Process Flow

This slide shows an exemplary complex process flow of a warranty claim.

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Complex variant: Warranty Claim has to be negotiated on item level. The Claim is send back and forth between the service provider and the vendor until a final settlement is reached. This variant can be processed manually (paper based) or automatically via XIF interface (XML file). In addition to whether the claim involves multiple contacts, there are also two alternatives for processing the communication and negotiation with the vendor – either manual or via XIF with the SAP ERP Warranty System. The XIF-enabled process variant is different by the means of communication. The warranty claim is send as an EDI document via XIF to the vendor system. SAP ERP warranty processing is separate from the CRM warranty claim solution. The CRM warranty claim process includes the generic XIF interface only. Interface to SAP ERP is only possible with SAP ERP Warranty Claim via BAdI implementation. Manual handling of incoming Warranty Claims possible. Rejecting or Accepting Warranty Claim Item •

•

•

Check and maintain warranty claim items during the negotiation between the vendor and the dealer – Main items contains the claimed value of the dealer – Debit request sub item contains the vendor response. System and User Status is used during the negotiation to indicate where in the process the claim is – Send to vendor / returned from vendor – Vendor approves claim item – Vendor partially approves – Vendor rejects item. CRM Billing and Controlling integration –

Debit request sub item contains the billing and controlling relevant information.

Partially accepted items and rejected items are differentiated by their item status in the system. Partially accepted items: The service provider sets the status of the item to status “partially accepted by vendor”. The Service Provider has now 2 options: • •

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The Service Provider does not accept the adjusted claim and resubmits a new version of the claim. The Service Provider accepts the settled amount of the vendor and changes the main item status to “complete” This status change leads to the “released for billing” of the sub-item.


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Rejected items: The service provider sets the status of the item to status “rejected by vendor”. The Service Provider has now 2 options: • •

Service Provider does not accept vendor rejection and resubmits new claim version with adjusted claim value & quantity for negotiation. Service Provider accepts the rejection and changes the item status from “rejected” to “completed”.

Figure 165: Warranty Monitoring

Service Process Monitor enables you to search for warranty claims in different statuses. Monitoring of warranty claims is also possible via SAP GUI. You call up the Service Monitor by entering the transaction code CRM_SRV_REPORT. To run a search you enter the required search criteria and choose Execute. For example: • •

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Mark checkbox of system status as “Released” and “Send to Vendor” to get the open warranty claims with outstanding vendor answer. Mark checkbox of system status as “Released” and “Returned from Vendor” to get the returned warranty claims which wait for completion or renegotiation.


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Exercise 18: Warranty Claim Processing Exercise Objectives After completing this exercise, you will be able to: • Create a vendor warranty and assign it to an installed base component • Create a confirmation and trigger the creation of a warranty claim with an action • Reflect the warranty process in the system depending on different statues (e.g. send claim to vendor or the vendor does accept partially and rejects some of the claimed items) • Process the debit memo request and invoice the vendor • Monitor open warranty claims using the Service Process Monitor.

Business Example A Warranty Claim is an entitlement that a dealer has in relation to a product of a OEM. The Warranty Claim is used to represent the entire Warranty process from creating a Warranty Claim, the technical analysis and relevant follow-up process steps, through to the statistical evaluation. You can create Warranty Claim with reference to a service order or a confirmation. This simplifies the creation of Warranty Claim since all of the data (for example, partners, products, quantities, and prices) is copied from the preceding document (via actions or copying control). It is also possible to create Warranty Claim without reference to a preceding document.

Task 1: Create a vendor warranty and assign it to an installed base component. 1.

Log on to the CRM WebClient UI.

2.

Within Accounts & Products create a vendor warranty with the following information. Warranty ID:

Ven##

Warranty:

Vendor One-Year Warranty ##

Base Category:

Warranty (Timedependent) [WTYCAT002]

Type:

Vendor Warranty

Warranty Basis:

Time-Dependent

Date Profile:

Date Profile: Warranty Processing Continued on next page

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Warranty Period:

1

Time Unit:

Year

Start Date Type / Start Date Rule

Warranty Start / Today’s Date

DateType / End Date Rule

Warranty End / Warranty Start + Warranty Period

Accounting Indicator:

Warranty

Save your warranty. 3.

Find an Installed Base component so that you may set up all the necessary information to use warranty processing. The component is a Laser Professional Eco (HT–1040) and it is assigned to the ##Megastore Installation.

4.

Add both vendor and customer warranties to the component. Add your newly created vendor warranty Ven## and the customer printer warranty WP_004.

5.

Add information about the relationship of the product to a vendor. Partner Function:

Vendor

Partner:

3276 (Global Computers)

Save your entries.

Task 2: Create a new service confirmation. 1.

2.

Create a Confirmation of type Confirmation. Description:

Printer problems ##

Sold-to Party:

##Megastore

Component:

Component number of Laser printer

Exec. Service Employee

400440

Enter an External Reference. External Reference:

##Printer is dead. Continued on next page

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3.

4.

5.

Enter the service that was performed. Product:

SRV1_4

Quantity:

2 AU

Duration

60 Minutes

Enter a service part that was used. Product:

R-1120

Quantity:

1

Check whether a warranty has been found. Check whether a message was created that a warranty was found. Check the Warranty information within the Item Details: Which warranty was found? ______________ Is it a vendor or a customer warranty? ______________

6.

Create a new claim to process the warranty relevant items by running the action ZIDES Creation of Warranty Claim from Conf.

7.

Complete and save your confirmation. Your confirmation number: _____________________

8.

Open the Assignment Block Transaction History on header level to check if the new created warranty claim appears as a reference. Write down your warranty claim number: ______________________

Task 3: Process the warranty claim. 1.

Open your warranty claim.

2.

Check if all items with vendor warranty are copied into the warranty claim, including the item quantity, reference object and description from the predecessor document.

3.

Which warranty was determined by the system? ________________________________________ Continued on next page

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Check which vendor was determined by the system. Who is the vendor? Where was this information determined from? ________________________________________

5.

Release all the items on your warranty claim.

6.

Change the Communication status of the claim to Send to Supplier on the header level.

7.

Optional: Create a print out to process the warranty relevant items by triggering the action ZIDES Print Claim.

8.

We’ll assume that the warranty claim was returned from the vendor and is now ready for further in-house processing. Change the Communication status to Returned by Supplier on transaction header level. Save the transaction.

Task 4: In the next steps you will simulate the process where the service provider gets a reply from the vendor. The vendor only partially accepts the claimed hours and rejects the claimed spare part. If the vendor rejects paying for an item, the status is set to Rejected by Vendor. Hint: A service provider would then have two options: • •

Service Provider does not accept vendor rejection and resubmits new claim version with adjusted claim value & quantity for negotiation Service Provider accepts the rejection and changes the item status from Rejected to Completed.

In our scenario, we accept the rejection and change the item status to completed. 1.

First we simulate the rejection of the vendor of the service part: Make sure you are in the details of the item R–1120. Set the status to Rejected by Supplier.

2.

Then we simulate our response by setting the status to Completed. Set the status to Completed.


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Task 5: We will simulate the vendor accepting a partial amount for the service product. 1.

Partially accept the service item SRV1_4. Make sure you are in the details of the item SRV1_4. Set the Communication status to Partially Accepted by Supplier.

2.

In our scenario, the action to create the debit request sub–item needs to be executed manually. (This could be set to occur automatically from the status change.) Go to the Assignment Block Scheduled Actions for the item with the status Partially Accepted by Vendor. Choose the action Create Billing Document Relationship Subitem.

3.

Check if the system has copied the quantity & amount from the main item into the debit request sub-item.

4.

Manually update the quantity and amount in the debit request sub–item to the approved value of the vendor. Set the amount to 1 AU. Hint: The Service Provider has now 2 options: • •

5.


In our scenario, we accept the vendor’s decision for this item and make sure that the main item status is set to Completed. Check the item status of your service item is set to Completed.

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At the end, complete the warranty claim on header level (status Completed) and save the claim.

7.

Create a billing document for the warranty claim you created.


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Solution 18: Warranty Claim Processing Task 1: Create a vendor warranty and assign it to an installed base component. 1.

Log on to the CRM WebClient UI. a)

2.

-

Within Accounts & Products create a vendor warranty with the following information. Warranty ID:

Ven##

Warranty:

Vendor One-Year Warranty ##

Base Category:

Warranty (Timedependent) [WTYCAT002]

Type:

Vendor Warranty

Warranty Basis:

Time-Dependent

Date Profile:

Date Profile: Warranty Processing

Warranty Period:

1

Time Unit:

Year

Start Date Type / Start Date Rule

Warranty Start / Today’s Date

DateType / End Date Rule

Warranty End / Warranty Start + Warranty Period

Accounting Indicator:

Warranty

Save your warranty. a)

Choose Accounts & Products Choose Create → Warranty. Enter the data shown above. Save your warranty.


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3.

Find an Installed Base component so that you may set up all the necessary information to use warranty processing. The component is a Laser Professional Eco (HT–1040) and it is assigned to the ##Megastore Installation. a)

Choose Accounts & Products. Choose Search → Installed Bases External ID:

##MEGASTORE

Choose Search. Use the hyperlink to go to the details of the installation. Mark the installed base component Laser Professional Eco. Note either the component ID or the identification number of this component. ____________ Choose Edit. 4.

Add both vendor and customer warranties to the component. Add your newly created vendor warranty Ven## and the customer printer warranty WP_004. a)

Open the Assignment Block Warranties on this component. Insert (add) the vendor warranty VEN##. Insert (add) the customer warranty WP_004 (printer warranty).

5.

Add information about the relationship of the product to a vendor. Partner Function:

Vendor

Partner:

3276 (Global Computers)

Save your entries. a)

Open the Assignment Block Parties Involved. Insert (add) the account 3276 with (partner) Function Vendor. Save your entries.

Task 2: Create a new service confirmation. 1.

Create a Confirmation of type Confirmation. Continued on next page

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Description:

Printer problems ##

Sold-to Party:

##Megastore

Component:

Component number of Laser printer

Exec. Service Employee

400440

a)

Choose Service Orders. Choose Create → Service Confirmation. Choose Confirmation.

2.

Enter an External Reference. External Reference: a)

3.

Product:

SRV1_4

Quantity:

2 AU

Duration

60 Minutes

see task

Enter a service part that was used. Product:

R-1120

Quantity:

1

a) 5.

see task

Enter the service that was performed.

a) 4.

##Printer is dead.

see task

Check whether a warranty has been found. Check whether a message was created that a warranty was found. Check the Warranty information within the Item Details: Which warranty was found? ______________


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Is it a vendor or a customer warranty? ______________ a) Hint: If a valid warranty was found, the system displays a message that valid warranties were found. Warranty information is displayed in the Service Confirmation Details Which warranty was found? Is it a vendor or a customer warranty? The system should determine the customer warranty, which is assigned to the installed base component (e.g. WP_004) 6.

Create a new claim to process the warranty relevant items by running the action ZIDES Creation of Warranty Claim from Conf. a)

This action will manually trigger the creation of a warranty claim. Open the Assignment Block Scheduled Actions at the header level. Choose the button Schedule New Actions. Mark the action ZIDES Creation of Warranty from Conf. Choose button Schedule. Choose Back. Choose Execute for the scheduled action.

7.

Complete and save your confirmation. Your confirmation number: _____________________ a)

8.

Change the confirmation status to Completed.

Open the Assignment Block Transaction History on header level to check if the new created warranty claim appears as a reference. Write down your warranty claim number: ______________________ a)

-


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Task 3: Process the warranty claim. 1.

2.

Open your warranty claim. a)

From the service confirmation transaction history use the hyperlink to open the new warranty claim document.

b)

Search for your warranty claim and open it.

Check if all items with vendor warranty are copied into the warranty claim, including the item quantity, reference object and description from the predecessor document. a)

3.

Both items and quantities have been copied and are visible in the Assignment Block Items.

Which warranty was determined by the system? ________________________________________ a)

4.

Check the Warranty Claim Details. The system should display the vendor warranty assigned to your installed base component.

Check which vendor was determined by the system. Who is the vendor? Where was this information determined from? ________________________________________ a)

You should see an entry with the partner function Vendor and the assigned business partner 3276 (Global Computers) in the header details. The vendor should also appear as the Payer and Bill–to Parties (Assignment Block Parties Involved). This is the vendor specified on our component.

5.

Release all the items on your warranty claim. a)

Choose Edit. Status:

Released


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6.

Change the Communication status of the claim to Send to Supplier on the header level. a) Communication:

Send to Supplier

Choose Save. 7.

Optional: Create a print out to process the warranty relevant items by triggering the action ZIDES Print Claim. a)

8.

Choose button Print on header level or go to Assignment Block Scheduled Actions to trigger the execution of the print action.

We’ll assume that the warranty claim was returned from the vendor and is now ready for further in-house processing. Change the Communication status to Returned by Supplier on transaction header level. Save the transaction. a)

Choose Edit. Change the Communication status to Returned by Supplier on transaction header level. Choose Save.

Task 4: In the next steps you will simulate the process where the service provider gets a reply from the vendor. The vendor only partially accepts the claimed hours and rejects the claimed spare part. If the vendor rejects paying for an item, the status is set to Rejected by Vendor. Hint: A service provider would then have two options: • •

Service Provider does not accept vendor rejection and resubmits new claim version with adjusted claim value & quantity for negotiation Service Provider accepts the rejection and changes the item status from Rejected to Completed.

In our scenario, we accept the rejection and change the item status to completed. 1.

First we simulate the rejection of the vendor of the service part: Continued on next page

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Make sure you are in the details of the item R–1120. Set the status to Rejected by Supplier. a)

Choose Action Edit of item R–1120. Acceptance:

2.

Rejected by Supplier

Then we simulate our response by setting the status to Completed. Set the status to Completed. a) Status:

Completed

Choose Back.

Task 5: We will simulate the vendor accepting a partial amount for the service product. 1.

Partially accept the service item SRV1_4. Make sure you are in the details of the item SRV1_4. Set the Communication status to Partially Accepted by Supplier. a)

Choose Action Edit of item SRV1_4. Acceptance:

2.

Partially Accepted by Supplier.

In our scenario, the action to create the debit request sub–item needs to be executed manually. (This could be set to occur automatically from the status change.)


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Go to the Assignment Block Scheduled Actions for the item with the status Partially Accepted by Vendor. Choose the action Create Billing Document Relationship Subitem. a)

In the item details of the service item open the Assignment Block Scheduled Actions. Choose the button Schedule New Actions. Mark the action Create Billing Document Relationship Subitem. Choose button Schedule. Choose Back. Choose Back.

3.

Check if the system has copied the quantity & amount from the main item into the debit request sub-item. a)

You should see an additional line item (e.g. item number 15) with the copied values and a reference to the higher level line item. Both product id and quantity have been copied.

4.

Manually update the quantity and amount in the debit request sub–item to the approved value of the vendor. Set the amount to 1 AU. Hint: The Service Provider has now 2 options: • •

a) 5.


see task

In our scenario, we accept the vendor’s decision for this item and make sure that the main item status is set to Completed. Check the item status of your service item is set to Completed. a)

Check the item status of your service item. It is set to Completed.


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At the end, complete the warranty claim on header level (status Completed) and save the claim. a)

Choose Edit. Status:

7.

Completed.

Create a billing document for the warranty claim you created. a)

Choose Billing. Choose Search → Billing Due List Items. Search either with Transaction ID (= Warranty Claim number) or with Transaction Created By (=CRM–##). Choose Individual Billing and continue the billing process.

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Lesson Summary You should now be able to: • Explain the effect of both customer and vendor warranties on service processing • Create a warranty claim for service and parts covered by a vendor warranty.

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Lesson: Warranty Claims Customizing Lesson Overview This short lesson introduces warranty claim specific customizing settings.


Perform customizing settings for warranty.

Business Example You would like to implement a transaction type for a warranty claim document. Therefore you would like to understand how warranty determination in those documents is configured.

Figure 166: Define Warranty Check Profile

The warranty check profile can be defined under Customer Relationship Management → Transactions → Settings for Service Processes → Define Profile for Warranty Check.

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Lesson: Warranty Claims Customizing

For each profile, you can define the following attributes: • • • • •

Scope of Check Sequence Fix at Release Fix at Completion Reference Date.

Assign the warranty check profile to the service contract transaction type under Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types: • •

Select Business Transaction Category Service Process Assign Warranty Check Profile.

Figure 167: Warranty Claim Customizing

Transaction Type CLMA (Warranty Claim) has the business transaction category of Warranty Claim (BUS2000255). Item category CLMP (Warranty Claim Item) was created with item object type CRM Warranty Claim Item (BUS2000191). Item category CLMF (Debit Memo Item for Warranty Claim) is also relevant for warranty management. It contains item object type Customer Debit Memo Request Item (BUS2000167). You can either use the transaction type and the item categories mentioned above, or you can copy them and then change them to suit your business process. Customer Relationship Management → Transactions → Basic Settings.

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Lesson Summary You should now be able to: • Perform customizing settings for warranty.

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Unit Summary

Unit Summary You should now be able to: • Explain the effect of both customer and vendor warranties on service processing • Create a warranty claim for service and parts covered by a vendor warranty. • Perform customizing settings for warranty.

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Unit 9 IT Service Management Unit Overview Unit Objectives After completing this unit, you will be able to: • • • • • • • • • •

describe IT Service Management understand the main features and functions of IT Service Management describe Service Requests and Master Requests understand the main functions of Service and Master Requests explain specific Incident and Problem functions understand the basic concept of Knowledge Articles describe main features of Knowledge Articles explain Request for Change documents describe main features of Requests for Change name additional features of IT Service Management

Unit Contents Lesson: IT Service Management Overview .................................394 Exercise 19: General Questions about IT Service Management ....399 Lesson: Service Requests, Master Requests, Incidents and Problems .402 Exercise 20: Incidents and Problems .................................... 411 Lesson: Knowledge Article and Request for Change ......................417 Exercise 21: Knowledge Article Creation ...............................425 Lesson: Additional Topics in IT Service Management .....................429

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Lesson: IT Service Management Overview Lesson Overview This lesson introduces the concept of IT Service Management delivered with SAP CRM 7.0.


describe IT Service Management understand the main features and functions of IT Service Management

Business Example SAP CRM offers both standard customer service functions (dispatching of technicians, on-site maintenance, in-house repair, etc.) and also an IT Service Management solution. Your company decided to implement a SAP CRM customer service scenario and plans to implement an IT Service Management solution.

Overview of IT Service Management

Figure 168: IT Service Management as part of a Share Service Center solution

A shared service center allows you to use an interaction center (IC) to efficiently approach interactive and reactive business processes to reduce costs and increase quality. To create a shared service center, the IC service processes are integrated with the particular SAP process requiring a shared service.

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Lesson: IT Service Management Overview

The employee interaction center (EIC) combines service center and help desk technology to allow HR professionals to have higher quality and more efficient interactions with employees. HR professionals use the EIC as a single point of contact for their interactions with employees. You can use an accounting interaction center (AIC) to enable financial shared services and handle accounting-related interactions with customers. You can access, for example, open vendor invoices, the accounting segments of customer master data, or travel expense reimbursement. You can use the IT service desk as a single point of contact for customers with IT-related requests. The IT service desk supports incident, problem, and change management. Examples of other Share Service Center Service Desk types are a Facility Management or a Procurement Service Desk.

Figure 169: SAP CRM IT Service Management - An Integrated Solution

With SAP CRM, the following processes can be implemented: Service Request and Incident Management, Problem Management, Change Management, Billing and Cost Allocation. It provides access to basic functionality such as Knowledge Management, Service Level Management, Resource Management, and Installed Base and Object Management. It offers a professional call center environment which can be used for the IT service desk. SAP CRM connects to SAP ERP processes such as Supply and Procurement Management, Enterprise Asset Management, Financial Management, and Human Capital Management. Analyses are available with SAP Business Warehouse.

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An optional interface to the SAP Solution Manager Service Desk is available to allow, for example, incidents to be transferred from SAP CRM to SAP Solution Manager if they should be related to a SAP-application issue, and of course further open interfaces exist from SAP CRM to all sorts of non-SAP applications, for example, integrated with system or configuration management.

Figure 170: IT Service Desk Overview

The IT service desk is the central interface between the user and the IT service organization. With SAP CRM 7.0 a new default business role “IT Service Desk Agent“ is available for the SAP CRM Interaction Center. In this role the new transaction types incident, problem, request for change, and knowledge article can be accessed. Search for and e-mailing of knowledge articles is supported. A pre-defined interface to SAP Solution Manager Service Desk exists to transfer SAP-related incidents from SAP CRM to the SAP Solution Manager. Optionally, SAP Business Communication Management can be integrated as a communication management system. IT Service Desk can be used as one component in a shared services center environment.

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Figure 171: IT Service Management Elements

This slide gives an overview of basic IT Service Management elements in the SAP CRM system. An IT Service Desk Agent (Interaction Center WebClient business role) receives calls via phone or e-mail and creates incidents. An IT Service Professional (CRM WebClient business role) creates a related problem, knowledge article and/or request for change.

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Figure 172: Standard IT SM Business Roles

The IT Service Desk (Agent) business role is based on standard CRM Interaction Center functionality. Telephony and e-mail integration is available as well as account identification mechanisms and inbox functionality. The IT Service Desk role is meant to be used by IT service desk personnel. It grants easy access to all customer-related information necessary to process an incoming call or e-mail, as well as to incidents, problems, requests for change, solutions, e-mailing, and so on. Optionally, a connection to SAP Solution Manager Service Desk can be established to transfer incidents related to SAP applications to the SAP Solution Manager for processing. The IT Service Professional role grants access to all SAP CRM IT service functionality and it is meant to be used by IT service experts. The IT Service Requester role is meant to be used by business users who want to create service requests or incidents and monitor the status of their requests. It can easily be extended so that further requests can be processed. This business role should only be used internally (within a company‘s firewall), it is not meant to be used in customer-facing scenarios.

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Exercise 19: General Questions about IT Service Management Exercise Objectives After completing this exercise, you will be able to: • answer some basic questions about IT Service Management

Business Example You would like to understand some general ideas of SAP CRM IT Service Management.

Task: Answer the following questions about IT Service Management 1.

IT Service Management is one of three Share Service Center scenarios delivered with SAP CRM 7.0. Determine whether this statement is true or false.

□ □ 2.

True False

IT Service Management with SAP CRM requires a separate SAP Solution Manager system. Determine whether this statement is true or false.

□ □

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Solution 19: General Questions about IT Service Management Task: Answer the following questions about IT Service Management 1.

IT Service Management is one of three Share Service Center scenarios delivered with SAP CRM 7.0. Answer: True Also the Employee Interaction Center (EIC) and the Accounting Interaction Center (AIC) belong to the "family" of Share Center scenarios.

2.

IT Service Management with SAP CRM requires a separate SAP Solution Manager system. Answer: False Though it is possible to integrate SAP Solution Manager with SAP CRM IT SM, it is not required. SAP IT Service Management is based on standard SAP CRM functions.

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Lesson Summary You should now be able to: • describe IT Service Management • understand the main features and functions of IT Service Management

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Lesson: Service Requests, Master Requests, Incidents and Problems Lesson Overview This lesson introduces Service Requests and Master Requests which are the basis for Incidents and Problems in IT Service Management. Also specific Incident and Problem functions are introduced.


describe Service Requests and Master Requests understand the main functions of Service and Master Requests explain specific Incident and Problem functions

Business Example You would like to understand basic functions of service requests and master requests which play an important role in IT SM Incident and Problem Management.

Service Request and CRM Master Request

Figure 173: Service Request

You use service request management to reliably submit, dispatch, approve, monitor, and fulfill requests for service by your customers. Service requests can be used internally by companies where a department delivers services, for example, in shared service center scenarios, as well as in external customer-facing scenarios.

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Lesson: Service Requests, Master Requests, Incidents and Problems

Service requests can be logged through a service desk, directly by the service personnel, or by the users themselves into the system and then, if necessary, can be dispatched to the appropriate personnel for service delivery. It is not possible to manually enter items into service requests. Despite this fact, each service request can contain a single line item. The standard transaction type for service requests is SRVR.

Figure 174: Service Request Details

Service requests can easily be linked to other types of documents, for example to related problems or knowledge articles. Standard find functionality proposing relevant documents is available and can be configured in Customizing. SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Settings for Service Requests → Define System Proposals for Related Transactions

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Figure 175: Master Request

A master service request is a service request to which one or more business transactions are assigned and locked. When a transaction or transactions are locked to a master service request, users process only that master service request rather than processing multiple transactions individually.

Figure 176: Item Determination

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The item for the service request is usually determined automatically based on the service request‘s multilevel categorization. You can configure the system to decide whether the selected categorization can be changed after initial category selection and whether the item is redetermined if the categorization is changed. If no service product is defined for the selected categorization level, but a service product is available on a higher-level category, the respective service product will be used for item determination. If you don‘t want the item to be determined based on the service request‘s categorization, you can use a BAdI. Per default, the item is not displayed in the service request. If required, it can easily be made visible in the SAP BSP WD Workbench Item determination is activated in Customizing using the following IMG activity: SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Settings for Service Requests → Define Item Determination .

Figure 177: SLA Determination

Service and response profiles can be assigned to several SLA-relevant objects, such as contracts, products, objects, installed bases, and sold-to parties. In the service request, the service and response profiles can be flexibly determined from these objects based on a determination procedure. Dates like “ToDo By“ can be automatically calculated based on the service and response profile information.

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An access sequence for SLA determination can be defined in Customizing:SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Settings for Service Requests → Define SLA Determination Procedures. The SLA Determination procedure can be assigned to a transaction type.

Figure 178: Multilevel Categorization

While creating a new service request, you can use the Auto Complete function to copy pre-defined data from a template into the service request. In Customizing, activate the Auto Complete function per transaction type - catalog category combination. In the Category Modeler, assign templates per relevant category: Service request and incident templates in the Incident Template assignment block Master service request and problem templates in the Problem Template assignment block Request for change templates in the Request for Change assignment block You can access the Category Modeler, for example, in the IT Service Professional role choosing Service Operations → Categorization Schemas Service Requests and CRM Master Requests can be categorized using two sets containing up to four categories each (one for Subjects and one for Reasons). You can assign up to five categorization blocks to a service request. The categorization schema is determined based on a transaction type / catalog category combination.

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In Customizing choose Customer Relationship Management → CRM Cross-Application Components → Multilevel Categorization → Assign Transaction Types to Catalog Categories Per default, two categorization blocks are visible in a service request; you can add further blocks in the SAP BSP WD Workbench. There are different ways to search for knowledge articles related to the service request: • • •

Knowledge Articles assignment block: Search for relevant knowledge articles via input help. Find knowledge articles (from the „More“ button on header level): Proposes knowledge articles which have the same categorization as the service request. Suggest knowledge articles (from the Knowledge Articles assignment block): Proposes knowledge articles which are assigned to a category in the categorization schema.

Dispatching allows to assign a service request to another employee or service team based on flexibly definable rules, for example if a help-desk agent cannot solve an issue remotely and wants to dispatch the service request to the 2nd level support. Rules for dispatching are set up in the Rule Modeler using the context SERVICEREQUEST.

Incidents and Problems

Figure 179: Locking of related Incidents

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If several incidents (or service requests) are probably related to the same root cause, the IT service professional can assign these incidents to a problem (= master service request). The IT service professional can search for the incidents via input help, or via Find Related Incidents. Find Related Incidents gives a list of incidents which have the same catalog categorization as the problem. The IT service professional can select the relevant incident/s and assign them to the problem. To stop individual processing of the incidents, the IT service professional can lock the incidents to the problem, so that only the problem needs to be completed and the locked incidents will then be automatically closed.

Figure 180: Unlocking an Incident

An incident can be assigned and locked to a problem (or also a request for change). In this case the incident will not be processed individually. The completion of the problem (request for change) will automatically close the incident. If an incident is locked to a problem (request for change) but the IT service professional would like to process it individually after all, the employee can select Unlock in the incident to open the incident again for processing.

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Figure 181: Closing of related Incidents

The standard action profile IT_PROBLEM_MANAGEMENT contains action definitions which allow to update the status of the related incidents and to automatically attach documents. Both actions can successfully be executed once the problem has an appropriate status, for example Completed and once it is saved.

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Exercise 20: Incidents and Problems Exercise Objectives After completing this exercise, you will be able to: • create incidents • create a problem, find and link related incidents

Business Example As an IT Service Desk Agent you receive calls and create incidents. An IT Service Professional later on works on those incidents by creating a problem and linking the incidents. Incidents can be locked for processing and closed once the problem is solved.

Task 1: Log on to the system as an IT Service Desk Agent and create and incident. 1.

Peter ##Finger of your customer ##Megastore is calling to report a printer problem. Identify the customer, contact person and a related installed base component.

2.

Create an incident of type Incident with description ## Printer problem. Add Subject Printer → Loud Noise and observe the reference object information. Change the Impact to Medium and the Urgency to High. Optionally enter a long text (Problem Description).

3.

Try to find a related problem using a standard functionality in the incident. In this case a manual search is not required.

4.

Change the status of the incident to In Process and end the call.

Task 2: Mike Bell of account ##Megastore is calling and also reports a printer problem. Again create an incident using the same data as in the above exercise. 1.

Identify and confirm contact person Mike Bell of customer ##Megastore. Identify the same reference object as in the above exercise.

2.

Create an incident of type Incident with description ## Printer Noises. Add Subject Printer → Loud Noise and observe the reference object information. Continued on next page

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Change the Impact to High and the Urgency to Medium. Optionally enter a long text (Problem Description). 3.

Change the status of the incident to In Process and end the call.

Task 3: Log on as an IT Service Professional and create a problem that relates to printer incidents. Solve the problem and create a knowledge article. 1.

Search for the printer incidents you created earlier. Employee Responsible, Business partner and reference product (HT-1040) can be used to narrow down the search so that only the incidents you created are listed.

2.

Display the details of one of your incidents and create a follow-up transaction of type Problem. Use ## Printer Issue as description.

3.

Using a find function, link the second incident to this problem. Therefore open the assignment block Related Incidents. Set the problem status to In Process and save the document.

4.

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From within the problem lock the related incidents.


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Solution 20: Incidents and Problems Task 1: Log on to the system as an IT Service Desk Agent and create and incident. 1.

Peter ##Finger of your customer ##Megastore is calling to report a printer problem. Identify the customer, contact person and a related installed base component. a)

Log on to the CRM WebClient UI with business Role IT Service Desk Agent. Identify your account ##Megastore using the search field Account. In the list of contact persons confirm Peter ##Finger. Use the hyperlink Installed Base to search for installed base components belonging to the installed base ##Megastore of your customer. Select the Laser Professional Eco component (reference product HT-1040) and choose Confirm.

2.

Create an incident of type Incident with description ## Printer problem. Add Subject Printer → Loud Noise and observe the reference object information. Change the Impact to Medium and the Urgency to High. Optionally enter a long text (Problem Description). a)

In the navigation bar choose Incident. Choose transaction type Incident. Use the subject categories on the right-hand side to categorize the incident. Choose Category 1 = Printer. Observe that contract determination takes place but this time do not assign a contract. Choose Category 2 = Loud Noise. In the Processing Data section choose the values mentioned in the exercise.

3.

Try to find a related problem using a standard functionality in the incident. In this case a manual search is not required. a)

Choose More → Find Related Problem As stated in the message area, no related problem can be identified!


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Change the status of the incident to In Process and end the call. a)

Change the status to In Process and choose the End button in the toolbar row.

Task 2: Mike Bell of account ##Megastore is calling and also reports a printer problem. Again create an incident using the same data as in the above exercise. 1.

Identify and confirm contact person Mike Bell of customer ##Megastore. Identify the same reference object as in the above exercise. a)

Identify your account ##Megastore using the search field Account. In the list of contact persons confirm Mike Bell. Use the hyperlink Installed Base to search for installed base components belonging to installed base ##Megastore of your customer. Expand the installed base and select the Laser Professional Eco component (reference product HT-1040) and choose Confirm.

2.

Create an incident of type Incident with description ## Printer Noises. Add Subject Printer → Loud Noise and observe the reference object information. Change the Impact to High and the Urgency to Medium. Optionally enter a long text (Problem Description). a)

In the navigation bar choose Incident. Choose transaction type Incident. Use the subject categories on the right-hand side to categorize the incident. Choose Category 1 = Printer and again do not assign a contract. Choose Category 2 = Loud Noise. In the Processing Data section choose the values mentioned in the exercise.

3.

Change the status of the incident to In Process and end the call. a)

Change the status to In Process and choose the End button in the toolbar row.


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Task 3: Log on as an IT Service Professional and create a problem that relates to printer incidents. Solve the problem and create a knowledge article. 1.

Search for the printer incidents you created earlier. Employee Responsible, Business partner and reference product (HT-1040) can be used to narrow down the search so that only the incidents you created are listed. a)

In the navigation bar choose IT Support → Search → Incidents. Business Partner: Choose Search.

2.

Display the details of one of your incidents and create a follow-up transaction of type Problem. Use ## Printer Issue as description. a)

Use the hyperlink to navigate to one of your incidents. Choose Create Follow-Up. Choose CRM Master Request / Problem. Enter the description ## Printer Issue and assign the same subject categories that you used in the incidents and additionally assign problem category Unknown Error. Include Reason category Hardware.

3.

Using a find function, link the second incident to this problem. Therefore open the assignment block Related Incidents. Set the problem status to In Process and save the document. a)

In assignment block Related Incidents choose Edit List. Choose Find Related Incidents. From the pop-up choose the second incident and assign it to the problem. Change the status to In Process.

4.

From within the problem lock the related incidents. a)

In the assignment block Related Incidents choose Edit List. Mark both incidents and choose button Lock. Save the problem and navigate to the details of either of the incidents. Observe the information message!

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Lesson Summary You should now be able to: • describe Service Requests and Master Requests • understand the main functions of Service and Master Requests • explain specific Incident and Problem functions

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Lesson: Knowledge Article and Request for Change

Lesson: Knowledge Article and Request for Change Lesson Overview This lesson introduces the Knowledge Article and the Request for Change, both main elements in the IT Service Management scenario.

Lesson Objectives After completing this lesson, you will be able to: • • • •

understand the basic concept of Knowledge Articles describe main features of Knowledge Articles explain Request for Change documents describe main features of Requests for Change

Business Example After investigating a problem you would like to provide a solution by creating a Knowledge Article. In some cases a problem results in a Request for Change.

Knowledge Management Knowledge Management can be seen as a centralized repository of information that is designed to allow people to retrieve and use knowledge thereby allowing productive use of assets – people, knowledge and processes.

Figure 182: Knowledge Article

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A Knowledge Article allows you to create, represent, and distribute knowledge within your organization. You can record details in a knowledge article, such as language, description, and keywords, in addition to the categories assigned to the knowledge article. You can also record short notes about, for example, solutions or workarounds to problems. You can specify administration details, such as the dates during which the knowledge article is valid, the priority of the knowledge article, or its status. Under the relevant assignment blocks, you can add various pieces of information, such as objects and transactions, to the knowledge article, as well as assign the knowledge article to other related pieces of information. It can be used with sales, marketing, and service processes in the interaction center (IC) and CRM Enterprise. It allows faster access to specific information via categorization and full text search. An easy integration to other CRM objects e.g. customers, products, installed bases, campaigns, opportunities, incidents is possible. Multilingual and multiple text authoring Attachment capability and special authorization scopes is available. The Knowledge Article technically is a transaction kind of document, represented through a transaction type.

Figure 183: Lifecycle of a Knowledge Article

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Figure 184: Knowledge Article in the WebClient UI

Knowledge Article can be linked to Incidents, Problems and reference objects. They can be created language dependent with reference to a Knowledge Article Templates. Knowledge Articles can be created as a follow-up of transactions such as incidents, problems, request for change. The standard transaction type for a Knowledge Article is KNAR. The standard Knowledge Article Template transaction type is KNAT.

Figure 185: Knowledge Article Search

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Interaction Center Agents can search for Knowledge Articles and e-mail them as attachments to customers.

Figure 186: Compilation of Knowledge Articles

A knowledge base index is created for faster retrieval of knowledge articles during a search. Four types of operation can be carried out on a Knowledge Base Index: • • • •

Delta Compile: To compile/update the index with modified/newly created knowledge articles Full Compile: To recreate a new Knowledge base index Delete Index: To delete a knowledge base index Background Job: To delta compile the knowledge articles at a particular date and time

Delta compilation is triggered when a knowledge article is created/modified thereby updating the knowledge base index on the fly. Automatic creation of a Knowledge base index takes place when a knowledge article in a new language is created for the first time. The Compilation page is part of the Knowledge Management work center (SAF Compilation Administration). In CRM Customizing choose the following path to set up Knowledge Search SAP Customizing Implementation Guide → Customer Relationship Management → Enterprise Intelligence → Software Agent Framework

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Request for Change

Figure 187: Change Management Concept

This slide gives an overview of a change management process. CMS stands for Configuration Management System/s. CMDB stands for Configuration Management Database

Figure 188: Request for Change in the WebClient UI

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A request for change (RfC) is a formal proposal for a change in the infrastructure, usually related to one or more configuration items, or to services, procedures, and items associated with the infrastructure. With SAP CRM 7.0 a default transaction type “Request for Change“ is available. The request for change is a transaction of the transaction category “Service Process” classified as “Request for Change”. Requests for change can be categorized and prioritized according to the ITIL guidelines. Approval management integration ensures that the request for change is approved by all relevant parties before its implementation can start. A pre-defined SAP Workflow template can be used to inform the relevant parties that they need to approve the RfC. Planning on item level with optional resource management as well as integration into SAP ERP processes like purchasing is available

Figure 189: Request for Change - Functions

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Figure 190: Request for Change - Approval Process

To start the approval process, an approval procedure needs to be selected in the request for change (either manually or determined by a rule). For the approval procedure, approval step partners need to be entered (either manually or determined by a rule). Then the request for change can be set to the status „Awaiting Approval“. Optionally a SAP Workflow can be started automatically to inform the step partners that they need to approve the request for change. If all approvers have approved their assigned approval steps, the RfC‘s status is automatically updated to „Approved“. Now the implementation phase can start. For approval procedure determination and approval step partner determination you can set up rules in the rule modeler. If you do so • •

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the approval procedure for a request for change can be determined automatically, e.g. based on categorization, priority, and other parameters the approval step partners for the approval procedure can be determined automatically, e.g. based on the approval procedure, categorization, and other parameters.


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Figure 191: Request for Change - Status Management

Figure 192: Request for Change - Related Incidents

Sometimes requests for change are related to one or more incidents. For these cases, incidents can be assigned and ”locked“ to a request for change. The locked incidents are not processed individually anymore, but they will be automatically updated once the request for change is completed.

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Exercise 21: Knowledge Article Creation Exercise Objectives After completing this exercise, you will be able to: • Create a Knowledge Article and close a Problem

Business Example After finding the solution to similar incidents, a Knowledge Article is created and linked to a problem.

Task: After having found a solution for the printer problem, create a related knowledge article for it. Complete the problem and the related incidents. Log on to the CRM WebClient UI as IT Service Professional. 1.

Display the details of the problem you created earlier. Create a follow-up knowledge article and enter the following information: Keywords: Printer Noise Loud, ... Category 1: Printer Category 2: Loud Noise Optionally maintain long texts Problem and Solution Description. Change the status to Complete and save the knowledge article.

2.

Process the problem and change the status to Completed. After having saved the status change, check the status details of the related incidents. What do you observe? Can you explain this?

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Solution 21: Knowledge Article Creation Task: After having found a solution for the printer problem, create a related knowledge article for it. Complete the problem and the related incidents. Log on to the CRM WebClient UI as IT Service Professional. 1.

Display the details of the problem you created earlier. Create a follow-up knowledge article and enter the following information: Keywords: Printer Noise Loud, ... Category 1: Printer Category 2: Loud Noise Optionally maintain long texts Problem and Solution Description. Change the status to Complete and save the knowledge article. a)

If necessary search for the problem you created earlier, for example using the Business Partner number. Choose the button Create Follow-Up. Choose CRM Know. Article / Knowledge Article. Enter the data given in the exercise. Finally change the status and save the document.

2.

Process the problem and change the status to Completed.


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After having saved the status change, check the status details of the related incidents. What do you observe? Can you explain this? a)

Navigate to the problem you created earlier. In the Problem Details assignment block you see a relationship to the newly created knowledge article. Choose Edit. Change the status to Completed. Save the problem. In the assignment block Related Incidents use a hyperlink to navigate to one of the incidents. The status of the incident is Completed. Go back to the problem details. Open the assignment block Scheduled Actions. Choose button Show Executed Actions. An action Update Statuses (Lock/Unlock, Closed/Completed), etc. is responsible for the incident status change!

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Lesson Summary You should now be able to: • understand the basic concept of Knowledge Articles • describe main features of Knowledge Articles • explain Request for Change documents • describe main features of Requests for Change

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Lesson: Additional Topics in IT Service Management

Lesson: Additional Topics in IT Service Management Lesson Overview This lesson is intended to give an outlook of other IT Service Management specific features which have not been introduced in the preceding lessons.


name additional features of IT Service Management

Business Example You would like to get an overview of additional IT Service Management topics.

IT Items With IT Service Management it is possible to manage IT items. Those items can be created in SAP CRM and technically are specific Objects.

Figure 193: IT Items

You use this business object to keep track of items within your IT infrastructure. An IT item could be, for example, a computer monitor, a specific software program, or a server. You can view object details, such as the location of the object, as well as any relationships to other objects.

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IT items are integrated into incident, problem, and change management.

Figure 194: IT Item Header Details

For IT Service Management, a new object family ”IT Item“ (0404) is available with SAP CRM 7.0 Its header is adapted to IT service needs, for example, here you can maintain which IT service organization is responsible for the IT item and which contact person is using it. Per default, it usually contains standard assignment blocks such as Parties Involved, Attachments, Object Structure, Address, Change History, etc.

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Figure 195: IT Item Assignment Blocks

In addition IT items offer the following new assignment blocks: • • • • •

Infrastructure Details Object Relationships Service Transactions Service Levels Equipment Details (if IT item is created via SAP ERP equipment download).

If some IT items require special attention, they can be subject to individual service level agreements. For these IT items, you can assign a specific service profile and response profile.

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Figure 196: Object Relationships

In customizing, you can define directed and undirected relationships as well as n:1 and n:m cardinality per relationship. The relationships are then assigned to object families. If relationships have been maintained for an IT Item, they – as well as the other IT items‘ relationships – can be displayed with Display Object Relationships in a hierarchical, multilevel display. This function is available from the IT Item overview page, and from the following service transactions – if an IT item has been entered as reference object on header level: Service request / Incident / Problem / Request for change In the IT item‘s Service Transactions assignment block the system will display the service transactions in which the IT item has been entered as reference object on header level. You can customize which transaction types and for which status and time frame the transactions should be displayed, e.g. only problems in status ‘open’ and ‘in process’ of this month. Filter criteria for service transactions are defined in customizing: Customer Relationship Management → Master Data → Products → Objects → Object Settings for Service Management → Define Filter Criteria for Service Transactions Assignment Block. Choose Customer Relationship Management → Master Data → Products → Objects → Object Settings for Service Management → Define Object Relationships to set up object relationships.

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Solution Manager Integration

Figure 197: Integration of SAP Solution Manager and SAP CRM

You can use SAP CRM as first entry point for all sorts of incidents, and transfer those incidents related to SAP application issues to SAP Solution Manager. With SAP CRM 7.0 you can manage all sorts of IT incidents and service requests, irrespective of whether they are related to a hardware, application, or any other issue. SAP Solution Manager 7.0 is the expert system for managing all SAP applications related processes.

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Figure 198: Transferring Incidents – 1

A newly created incident has been posted. The responsible group analyzes the issue and the decision is to transfer this incident to SAP Solution Manager to be further processed. In SAP Solution Manager the issue might trigger a system customizing change request or it might be identified as a bug and will be routed to SAP support etc.

Figure 199: Transferring Incidents – 2

Clicking the hyperlink enables you to easily navigate into the related SAP Solution Manager’s incident (in HTML GUI representation). You can also retrieve the same by going via SAP Solution Manager’s work center. The leading system for this incident has become the SAP Solution Manager, but status is updated both ways and the final confirmation of any proposed solution is with SAP CRM.

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Figure 200: SAP Solution Manager Work Center Integration

SAP Solution Manager helps you to manage your SAP system landscape across the life cycle. With version 7.0 it offers a new Work Center based user interface. SAP CRM 7.0 offers a UI integration of Solution Manager work centers, e.g. for • • • • •

SAP System administration and system landscape maintenance SAP Services Management SAP monitoring processes and interfaces SAP change & transport management SAP related incident management and much more

Result: the IT Service Desk stays within one User Interface.

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Lesson Summary You should now be able to: • name additional features of IT Service Management

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Unit Summary

Unit Summary You should now be able to: • describe IT Service Management • understand the main features and functions of IT Service Management • describe Service Requests and Master Requests • understand the main functions of Service and Master Requests • explain specific Incident and Problem functions • understand the basic concept of Knowledge Articles • describe main features of Knowledge Articles • explain Request for Change documents • describe main features of Requests for Change • name additional features of IT Service Management

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Unit Summary

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Test Your Knowledge

Test Your Knowledge

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Answers

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Course Summary

Course Summary You should now be able to: • • • • •

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Configure and maintain installed bases and objects Explain and configure contract-related service transactions like Service Agreements, Service Contracts and Service Plans Understand the concept of service order processing and the relevant customizing. Explain and set up different complaint documents like Complaint, Return, In-House Repair and Warranty Claim Understand the main aspects of IT Service Management scenarios


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Index A

I

Accounting Interaction Center, 395 Address inheritance, 23 Amount Allocation, 241 Appointment Scheduling, 196 Assignments, 193 Auto Complete, 406 Automatic Warranty Start, 27, 224

Incident, 408 Installed Base, 19 Installed Base Management, 18 IT Service Desk, 396 Item Determination, 405

B

Knowledge Article, 418

L Locking of Incidents, 408 Logistics Integration, 263

Billing, 246 Billing Plan, 87

M

C CATS, 230 Complaints, 286 Contract Change Processes, 99 Contract Determination, 89, 92 Controlling Integration, 94, 258 Counters, 23

Mass-Object Controlling, 259 Master Service Request, 404

O Object Fact Sheet, 41 Object Family, 40 Object List, 85 Objects, 38

P

Dates in Contracts, 98 Demand Search, 193

Partner Inheritance, 23 Price Agreements, 88 Product List, 86 Proposal for Product List, 85

E

Q

D

Employee Interaction Center, 395 ERP Billing, 248

F Functional Locations, 56

G Gantt View, 189

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Qualification, 197

R Resource Planning, 184 Resource Search, 190 Response Profile, 83 Returns, 289 Revenue Recognition, 95


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S Serial Number Integration Complaints, 293 Serial Numbers in Confirmation, 220 Service Arragement, 187 Service Confirmation, 218 Service Contract, 80 Service Contract Billing, 93 Service Contract Template, 96 Service Interval Template, 128 Service Level Agreement, 80 Service Plan, 124

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Service Plan Product, 128 Service Profile, 83 Service Request, 403 Shared Service Center, 394 Single-Object Controlling, 260 SLA Determination, 84, 406

U Unlocking of Incidents, 408

W Warranty, 26 Warranty Assignment, 27

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Feedback SAP AG has made every effort in the preparation of this course to ensure the accuracy and completeness of the materials. If you have any corrections or suggestions for improvement, please record them in the appropriate place in the course evaluation.

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