Plm301 en Col33 Fv Inst Ltr

PLM301 Customer Service mySAP Product Lifecycle Management

Date Training Center Instructors Education Website

Instructor Handbook

Course Version: 2003 Q3 Course Duration: 5 Day(s) Material Number: 50066134 Owner: Markus Promoli (D034962)

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

Copyright Copyright © 2004 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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Disclaimer THESE MATERIALS ARE PROVIDED BY SAP ON AN "AS IS" BASIS, AND SAP EXPRESSLY DISCLAIMS ANY AND ALL WARRANTIES, EXPRESS OR APPLIED, INCLUDING WITHOUT LIMITATION WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, WITH RESPECT TO THESE MATERIALS AND THE SERVICE, INFORMATION, TEXT, GRAPHICS, LINKS, OR ANY OTHER MATERIALS AND PRODUCTS CONTAINED HEREIN. IN NO EVENT SHALL SAP BE LIABLE FOR ANY DIRECT, INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES OF ANY KIND WHATSOEVER, INCLUDING WITHOUT LIMITATION LOST REVENUES OR LOST PROFITS, WHICH MAY RESULT FROM THE USE OF THESE MATERIALS OR INCLUDED SOFTWARE COMPONENTS.

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

Description

Example text

Words or characters that appear on the screen. These include field names, screen titles, pushbuttons as well as menu names, paths, and options. Also used for cross-references to other documentation both internal (in this documentation) and external (in other locations, such as SAPNet).

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Example text

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

EXAMPLE TEXT

Names of elements in the system. These include report names, program names, transaction codes, table names, and individual key words of a programming language, when surrounded by body text, for example SELECT and INCLUDE.

© 2004 SAP AG. All rights reserved.

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Type Style

Description

Example text

Screen output. This includes file and directory names and their paths, messages, names of variables and parameters, and passages of the source text of a program.

Example text

Exact user entry. These are words and characters that you enter in the system exactly as they appear in the documentation.

Variable user entry. Pointed brackets indicate that you replace these words and characters with appropriate entries.

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 ........................................................................... ix

Unit 1: SAP Navigation ........................................................................1 SAP R/3 Interface ............................................................................ 3 Using Help ................................................................................... 17 User Specific Settings...................................................................... 28

Unit 2: Overview of Customer Services ................................................. 47 Introduction to Customer Services ....................................................... 49 Organizational Structures in SAP......................................................... 58 Master Data ................................................................................. 69

Unit 3: Technical Objects ................................................................... 95 Technical Objects in Service .............................................................. 97

Unit 4: Helpdesk .............................................................................143 Service Notifications....................................................................... 145 Working With Service Notifications ...................................................... 158

Unit 5: Field Service Planning ............................................................193 Processing Service Orders ............................................................... 195

Unit 6: Returns and Repairs ..............................................................297 Processing Repair Orders ................................................................ 298 Repair Order Entry and Returns Delivery .............................................. 313

Unit 7: Service Contracts ..................................................................335 Service Contracts Contents .............................................................. 337 Service Products Overview............................................................... 354

Unit 8: Planned Customer Service ......................................................391 Task Lists in Customer Services......................................................... 393

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Maintenance Plans in Customer Service ............................................... 402 Scheduling in Customer Services ....................................................... 413

Unit 9: Evaluations ..........................................................................425 Service History ............................................................................. 426 Service Information System .............................................................. 438 Business Information Warehouse ....................................................... 450

Appendix 1: MenuPath

..................................................................463

Appendix 2: DataSheet for Exercises

................................................471

Index ............................................................................................473

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Course Overview In this course, you will be able to use the R/3 Enterprise transactions for Customer Services (CS). In addition, you will be able to describe how processes are represented and supported in an SAP R/3 Enterprise. The course also enables you to list the evaluation options for these services.

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

Project team leaders Members of the project team in charge of modeling the business processes in customer services Decision makers responsible for selecting an EDP-supported service system

Course Prerequisites Required Knowledge • •

SAP01 (mySAP.com Overview) SAP20 (mySAP.com Application Fundamentals

Recommended Knowledge • •

SAPPLM (mySAP PLM Overview) Basic knowledge and experience of the business processes in Service

Course Duration Details

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Unit 1: SAP Navigation SAP R/3 Interface Using Help Exercise 1: Using an SAP R/3 System User Specific Settings Exercise 2: User-Specific Settings

30 Minutes 15 Minutes 15 Minutes 10 Minutes 10 Minutes

Unit 2: Overview of Customer Services Introduction to Customer Services Organizational Structures in SAP

30 Minutes 35 Minutes


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Master Data Exercise 3: Master Data Unit 3: Technical Objects Technical Objects in Service Exercise 4: Material serial numbers and equipment


Unit 4: Helpdesk Service Notifications Exercise 5: Simple Notification Processing Working With Service Notifications Exercise 6: Notification Receipt Exercise 7: Notification Processing Exercise 8: Notification Completion

40 Minutes 10 Minutes 50 Minutes 10 Minutes 10 Minutes 10 Minutes

Unit 5: Field Service Planning Processing Service Orders Exercise 9: Simple Order Processing Exercise 10: Order Entry and Planning Exercise 11: Order Processing Exercise 12: Order Confirmation Exercise 13: Billing Exercise 14: Order Completion

50 Minutes 20 Minutes 20 Minutes 15 Minutes 20 Minutes 15 Minutes 10 Minutes

Unit 6: Returns and Repairs Processing Repair Orders Exercise 15: Order Entry and Returns Delivery Repair Order Entry and Returns Delivery Exercise 16: Outbound Delivery and Billing Exercise 17: Technical Check and Repairs Processing Unit 7: Service Contracts Service Contracts Contents Exercise 18: Service Contracts Service Products Overview Exercise 19: Service Products Exercise 20: Service Processing with Contract Reference Unit 8: Planned Customer Service Task Lists in Customer Services Exercise 21: Task Lists Maintenance Plans in Customer Service Exercise 22: Maintenance Plans

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20 Minutes 15 Minutes 30 Minutes 10 Minutes 10 Minutes 35 Minutes 15 Minutes 50 Minutes 10 Minutes 30 Minutes 35 Minutes 10 Minutes 30 Minutes 15 Minutes

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Course Overview

Scheduling in Customer Services Exercise 23: Scheduling Unit 9: Evaluations Service History Exercise 24: Service History Service Information System Exercise 25: Service Information System Business Information Warehouse

30 Minutes 10 Minutes 15 Minutes 15 Minutes 15 Minutes 10 Minutes 15 Minutes

Course Goals This course will prepare you to: • • • •

Understand the Customer Service application at a high level. Apply the most important business processes within the services of your company. Integrate Customer Service with other R/3 applications. Provide recommendations concerning the system implementation.

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

Perform R/3 Enterprise transactions for Customer Services Identify how processes can be performed and supported in R/3 Enterprise Identify the integration with other R/3 Enterprise applications Describe the reporting and analysis tools available

SAP Software Component Information The information in this course pertains to the following SAP Software Components and releases:

Course Instructor Profiles Level of Knowledge Required Customer Services Sales and Distribution Plant Maintenance

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Materials Management Courses Recommended as Preparation PLM301, PLM305, PLM310, PLM330, PLM335, and LO836 Online Help Recommended as Preparation Customer Services Hints on Preparing This Course Do all the demos and exercises as a preparation. Training System Data Required All required data for the exercises are in the 4.7 training master. User ID and Passwords for Course Participants Reference User ID: PLM301-99 The standard format for User Ids is the Course ID, followed by the group number. The initial password is INIT. Use transaction ZUSR to copy these User IDs from the reference User ID. Preparation in the System Run report ZDEBLAN to change the communication language for all customers to your course language. For the CIC demo; assign your user to organizational unit Call Center (because the CIC profile is assigned to this organizational unit): • • • • • • • • • •

Transaction PPOMW (change organizational structure) Select Find by - Organizational Unit Search Term. Search for Call Center. In the lower left area, double-click to select the first organizational unit. In the upper right area, double-click on position Call Center Agent. Click Assign. Select Holder User. Search for your user ID. Mark and select your user. Save.

You can use the following business scenario to introduce SAP Customer Services component to the participants:

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Course Overview

Business scenario, the company IDES produces EDP equipment and provides services. Services are also provided for equipment that is produced by other manufacturers. The company knows the equipment installed on the customer site. The services are provided on site at the customer and in an internal service center. External companies perform some of the services. Long-term contracts that cover particular services are concluded with the customer.

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Unit 1 SAP Navigation

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You can skip this unit if all participants have experience in navigating in a 4.6 or 4.7 R/3 system. For those participants without any knowledge of the R/3 system, you can present a brief introduction during the break.

Unit Overview In this unit, you will learn to log on and navigate an R/3 Enterprise. You will also be able to identify the elements of a standard SAP R/3 Enterprise window. In addition, you will be able to use help functions and personalize user settings.

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

Identify the steps to log on to an SAP R/3 Enterprise Identify the elements of an SAP R/3 Enterprise and the SAP Easy Access screen Identify the steps to access the Help menu Identify the steps to access the SAP Library Identify the different ways to personalize an SAP R/3 Enterprise

Unit Contents Lesson: SAP R/3 Interface ........................................................... 3 Demonstration: Logging on to R/3 Enterprise ................................. 7 Demonstration: Other Menu ................................................... 12 Demonstration: Create a List of Favorite Transactions..................... 12 Demonstration: Create a Personal Folder ................................... 13 Demonstration: Call up the transaction, Create Service Notification, and explain all screen elements .................................................... 13

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Demonstration: Using Transaction Codes ................................... 14 Lesson: Using Help.................................................................. 17 Demonstration: Display Help Using the F1 and F4 Keys .................. 19 Demonstration: Online Application Help...................................... 20 Demonstration: SAP Library ................................................... 21 Exercise 1: Using an SAP R/3 System ....................................... 23 Lesson: User Specific Settings .................................................... 28 Demonstration: Change System to Display Transaction Codes .......... 35 Demonstration: Set Start Transaction ........................................ 36 Demonstration: Setting User Profile and Parameter ID .................... 36 Demonstration: Change User Defaults ....................................... 37 Exercise 2: User-Specific Settings ............................................ 39

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Lesson: 2

Lesson: SAP R/3 Interface

SAP R/3 Interface Lesson Duration: 30 Minutes

Lesson Overview In this lesson, you will learn the steps to log on to an SAP R/3 Enterprise. In addition, you will be able to identify the interface elements of an SAP R/3 Enterprise.

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

Identify the steps to log on to an SAP R/3 Enterprise Identify the elements of an SAP R/3 Enterprise and the SAP Easy Access screen

You can skip this lesson if all the participants have experience in navigating in a 4.6 or 4.7 R/3 Enterprise. For the participants without any knowledge of the R/3 Enterprise, you can present a brief introduction during the break. In addition, help the participants identify the SAP Easy Access screen. This screen is displayed after logon. This screen is new in version 4.6 and consists of a tree structure that can be adapted to your own requirements.

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Explain the structure of the SAP Easy Access screen as follows: • •

Command field: Enables the user to enter a transaction code to navigate within the R/3 Enterprise. Menu Path: System → Status. Allows the user to determine the transaction code from any screen in R/3. Take this opportunity to point out other information regarding the system status. For example: Client, User, System time, Operating system, Server name, and Release number. Identify the arrow keys to the right of the Green enter key. This arrow allows the command field to be accessed.

•

Menu bar: The menu options will differ from transaction to transaction. Note: The System and Help menu options are available on any screen.

•

• • • •

Standard toolbar: The icons in the system function bar are available on all R/3 screens. Icons that cannot be used are dimmed. If the cursor is placed over an icon, the name of the icon and the keyboard function key will be displayed. Application toolbar: Identifies the functions available in the current application. Title bar: Displays your current position and activity in the system. Tab strips: Allow the user to navigate quickly to information on any given screen. Status bar: Identifies the system messages, such as information, warnings, or error messages.

Selecting Functions Explain: The user has multiple options to navigate in the R/3 Enterprise. The user can follow the standard R/3 menu path to access a transaction, the Favorites menu, function keys on the keyboard, and transaction codes.

Business Example Your company has just implemented an SAP R/3 Enterprise. As an employee, you need to familiarize yourself with the SAP R/3 Enterprise interface and its elements.

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Log on to an SAP Enterprise Logging on to the System Explain the terms, client system, and client as follows: Client System: Enables the joint operation of several autonomous enterprises in one system. Client: An organizational term for an independent unit in the R/3 Enterprise. Each client has its own data environment with its own master and transactional data. SAP Easy Access The SAP Easy Access screen is the screen displayed after logon. This screen is new in version 4.6. It consists of a tree structure that can be adapted to your own requirements.

Figure 1: Logging on to the System

The SAP R/3 Enterprises are client systems. The client concept enables you to run several separate business operations at the same time on one SAP R/3 Enterprise. Each user session can access data only on the client that you selected when you logged on. In organizational terms, a client is an independent unit in the system. Clients have their data environment. As a

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result, they have their own user master and transaction data, assigned user master records, and a chart of accounts. In addition, the clients have specific customizing parameters. To log on to the SAP R/3 Enterprise, you must have a user master record created for you for the corresponding client. You must enter a password when you log on to the SAP R/3 Enterprise for access protection. The system does not display the password that you enter. SAP R/3 Enterprise are available in several languages. You can use the Language input field to select the logon language for each session. Multiple logons are possible in SAP R/3 Enterprises starting from Release 4.6. This is for security and licensing reasons. A warning message appears if the same user attempts to log on two or more than two times. This message offers the user three options: • • •

Continue with this logon and end any other logons in the system. Continue with this logon without ending any other logons in the system (this will be logged in the system). Terminate this logon.

You can place your own text on the initial screen in a number of ways. Note: For more information, see SAP Note 205487.

Figure 2: SAP Easy Access

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After you log on to the SAP R/3 Enterprise, the standard entry screen called SAP Easy Access is displayed. You navigate through the system using a tree structure. You can include an image, such as your company logo on the right side of the SAP Easy Access screen. This image can only be entered system-wide and is a cross-client setting. Assuming you have the appropriate authorization, you can find an extensive description of the necessary settings if you select Extras → Administration Information. It is important to note that this image is stored in the system and transported to the SAP front end every time it is called by SAP Easy Access. Although this transfer is compressed, the image for the initial screen should not exceed 20 KB. You can prevent this image from being called either by using the setting, Low Speed Connection, in the SAPLogon program (see SAP Note 161053) or by deactivating the image calling functionality by choosing Extras → Settings.

Demonstration: Logging on to R/3 Enterprise Purpose To demonstrate the steps to log on to the R/3 Enterprise.

System Data System: Client: User ID: Password: Set up instructions: 1. Start → Programs → SAP Front end → SAPlogon 2.

Select the system you have been assigned and press Logon.

3.

Enter the assigned client number in the Client field.

4.

Enter the User name. Typically, the course number and terminal number of the participant. Example: PLM301-20

5.

Enter the Password Example: Init

6.

Enter the Language Language in which the course is being taught. Example: EN

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A dialog box is displayed. The participants should then personalize the password for their use throughout the course.

SAP Enterprise Menus Role-Based User Menu Explain: A role describes a group of transactions that an employee or a group of employees must utilize to perform their job functions. In an SAP R/3 system, it is possible to set up a specific menu for each employee’s role. In the R/3 system, an activity group is created to identify the menu or transactions for these roles. The standard system is delivered with some activity groups predefined. It is also possible to create your own activity groups.

Figure 3: Role-Based User Menu

A role describes the suitably defined number of activities in the system. The activities represent a range of functions that the users need for work. To enable its users to work with user-specific or position-related menus, user roles need to be set. User roles can be set using Profile Generator of the SAP R/3 Enterprise. The authorization for the activities listed in the menu options are also assigned to the users on the basis of their roles. Predefined user roles

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from all the application areas are included in the standard system. Users who have been assigned a user role can choose between the user menu and the SAP standard menu. You can find the roles that are supplied in a standard SAP R/3 Enterprise if you select Other menu on the SAP Easy Access initial screen. Every user can personalize the initial screen using Favorites. You can create your own Favorites list containing the transactions, reports, files and Web addresses that you use most often. You can add favorites either by choosing Favorites or using the mouse to drag and drop items onto the Favorites directory.

SAP Interface Elements

Figure 4: Elements of the Screen Layout

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The elements of the SAP R/3 Enterprise screen layout are: •

•

• • • • • • • •

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Command field: The command field, which is by default hidden, is used to access the applications directly by entering the transaction code. You can find the transaction code for an application in the SAP Easy Access menu or in the appropriate application by choosing System → Status. Standard toolbar: The pushbuttons on the standard toolbar are found on every screen in an SAP R/3 Enterprise. Any pushbuttons that cannot be used in a particular application grayed out. If you place your cursor on a pushbutton for a while, the system displays quick information text that explains the functions of the pushbuttons. The appropriate function key setting is also shown here. Application toolbar: Displays the functions available in the current application. Checkboxes: Enable you to select several options simultaneously within a group. Radio buttons: Allow you to choose exactly one item from a selection. Tab page: Provides a clear overview of several information screens. Status bar: Displays the information about the current system status, such as, warning or error messages. Other elements of the screen are: Menu bar: The menus displayed on the screen depend on the application you are working on. The menus contain the cascading menu options. Title bar: Displays the functions that are available for the user.


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Figure 5: Selecting Functions

You can call functions in the system in the following ways: •

• •

Using the mouse to select: – Menu option – Favorites – Entry in the SAP Easy Access menu Using the keyboard (Alt and the underlined letter in the appropriate menu option) By entering a transaction code in the command field. A transaction code is assigned to each function, but not every screen in SAP R/3 Enterprise. You can display the appropriate transaction code from each screen in the system. For example, to display the customer master data, enter /n and then, enter the appropriate transaction code - /nsu3. To determine the transaction code, select System → Status. Additional input options include: – – –

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/n: Ends the current transaction. /i: Deletes the current session. /osm04: Opens a new session and branches to the transaction specified, (SM04).


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The command field can also be called using keyboard commands. To do this, use the keyboard combinations, Strg + Tab. The cursor moves from the current input field to the next input field. You can use Tab to move within an input field group. By entering search_sap_menu in the command field, you can display the menu paths for the required SAP transactions. You can also search for text strings.

Demonstration: Other Menu Purpose To demonstrate the steps to access Other Menu.

System Data System: Client: User ID: Password: Set up instructions: 1. Choose the role, SAP_CS_SE_PROCESS_NOTIF_ORDERS. 2.

Change back to SAP menu.

Demonstration: Create a List of Favorite Transactions Purpose To demonstrate the steps to create a list of favorite transactions.

System Data System: Client: User ID: Password: Set up instructions: 1. Logistics → Customer Service → Notification → Create (special) → (single click on) Problem notification 2.

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From the menu bar, select Favorites → Add.


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3.

The highlighted transaction is placed under the Favorites folder.

Demonstration: Create a Personal Folder Purpose To demonstrate the steps to create a personal folder.

System Data System: Client: User ID: Password: Set up instructions: 1. Favorites → Insert folder A dialog box is displayed. Enter a name for the folder and press Enter. 2.

From the SAP Easy Access screen tree structure menu: 1.

2. 3. 4. 5.

Place your cursor on the Problem notification transaction and press the left mouse key. Drag and drop the transaction onto the folder that was created. Double-click the transaction code after placing it in the folder. Do not save the notification. Return to the SAP Easy Access menu. Click the transaction code and follow the menu: Favorites → Change. A dialog box will appear. Change the name to Problem Note and press Enter.

Demonstration: Call up the transaction, Create Service Notification, and explain all screen elements Purpose To call up a transaction, create a service notification.

System Data System: Client:

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User ID: Password: Set up instructions: 1. Call up transaction “create service notification” and explain all screen elements.

Demonstration: Using Transaction Codes Purpose To demonstrate how to use transaction codes.

System Data System: Client: User ID: Password: Set up instructions: 1. Logistics → Customer Service → Service Processing → Notification → Create (Special) → Problem Notification → System → Status Point out the transaction code IW54.

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2.

Highlight transaction code, IW54, and press Ctrl + C to copy the transaction code.

3.

Press the Yellow arrow to go back to the SAP Easy Access screen.


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Facilitated Discussion Discussion Questions Use the following questions to engage the participants in the discussion.Feel free to use your own additional questions. The SAP R/3 Enterprise is a flexible, user-friendly, and multi-utility application. Justify this statement using examples.

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Lesson Summary You should now be able to: • Identify the steps to log on to an SAP R/3 Enterprise • Identify the elements of an SAP R/3 Enterprise and the SAP Easy Access screen

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Lesson: 11

Lesson: Using Help

Using Help Lesson Duration: 15 Minutes

Lesson Overview This lesson will help you to identify the Help menu of an SAP R/3 Enterprise. You will also learn how to access the SAP Library.


Identify the steps to access the Help menu Identify the steps to access the SAP Library

The participants need to identify the steps to use the Help menu and SAP Library. As the participants are already familiar with the interface elements of an SAP R/3 Enterprise, it is best that you allow them to browse through the Help menu. SAP Library Explain the benefits of using the SAP Library.

Inform the participants that it is possible to use the SAP Library through http://help.sap.com. Explain: The R/3 Enterprise provides comprehensive Online help. Help can be displayed from any screen within R/3. Field Help F1 and F4 Explain: The F1 key allows the user to access help on any field in the R/3 Enterprise. The technical information key contains information, such as the parameter ID, technical table, and field names. The F4 key provides the values that can be entered in that field or provides a match code to find the possible value input.

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Business Example Your organization has implemented SAP R/3 Enterprise recently. You are familiar with the screens and interface elements of the enterprise. At times, you experience some difficulty to access the enterprise. To be able to resolve queries related to the system, you need to access online help and the SAP Library.

Help Menu

Figure 6: Field Help: F1 and F4

You can use F1 to display an explanation of the fields, menus, functions, and messages. F1 Help also provides technical information on the relevant field. This includes the parameter IDs, which you can use to assign values for your user, to input the fields for reference to the parameter IDs. You can use F4 to view the possible input values. F4 can also be accessed for a selected field using the button shown on the right side of that field. If input fields are marked with a checkmark icon, you can continue in that application only if you enter a permitted value. You can identify many fields in an application as either required entry fields or optional entry fields using transaction variants, screen variants, or customizing settings.

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Lesson: Using Help

Figure 7: Menus: System and Help

SAP R/3 Enterprise provide comprehensive online help. You can view the help from every screen in the system by selecting the menu option, Help. Alternatively, you can also use the yellow question mark icon shown on the screen to display the help documentation. The Help menu consists of the following menu options: • • •

Application Help, which is context-sensitive SAP Library Glossary

Demonstration: Display Help Using the F1 and F4 Keys Purpose To demonstrate the steps to display help using F1 and F4 keys.

System Data System: Client: User ID: Password: Set up instructions: 1. Logistics → Customer Service → Service processing → Notification → Create General

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2.

In the field Notification type:

3.

1. Press F1 to display the Help screen. 2. Press the Technical info key. 3. Show the Parameter ID field. Press the Red X to exit.

4.

Press F4 to show the possible values for that field.

5.

Place the cursor in the field, Notification, and press F4 to show the match code.

6.

Do not leave the screen.

Demonstration: Online Application Help Purpose To demonstrate the steps to use online help.

System Data System: Client: User ID: Password: Set up instructions: 1. From the Create Service Notification: Initial screen Help → Application Help

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Lesson: Using Help

SAP Library

Figure 8: SAP Library

The SAP Library enables you to access help documentation in HTML and perform efficient full-text searches. You can access the SAP Library quickly and easily using the SAP Service Marketplace. In the SAP Service Marketplace, you can access the SAP Help Portal in the Knowledge and Training section. You can also take advantage of these options within your own company if the SAP Library is installed on your systems. You can access the SAP Help Portal at http://help.sap.com.

Demonstration: SAP Library Purpose To demonstrate the steps to access the SAP Library.

System Data System: Client: User ID: Password: Set up instructions: 1. Help → SAP Library

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SAP Library → Logistics → Customer Service → Call Management → Processing of Services → Service Processing Using Service Notifications

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Lesson: Using Help

Exercise 1: Using an SAP R/3 System Exercise Duration: 15 Minutes

Exercise Objectives After completing this exercise, you will be able to: • Log on to an SAP Enterprise • Find the transaction codes • Access the SAP Library • Use F1 Help to find field information • Use F4 Help to search for possible field entries

Business Example Any new user of an SAP R/3 Enterprise can navigate through the system using this function. The user can also access the various types of online help and can carry out commands with which the user may not be familiar. The user can navigate through the SAP R/3 Enterprise using menu paths and transaction codes.

Task 1: Logging on to the system 1.

Select the appropriate system for this training course. Use the client, user name, initial password, and logon language specified by the instructor. When logging on for the first time, a window appears in which you must enter your new password two times. Make a note of the following: Client:______ User:__________ Password:__________ Language:______

Task 2: 1.

What is the maximum number of sessions (windows in the SAP system) you can have open simultaneously? Number:_______________________

Task 3: 1.

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Identify the functions and find the transaction codes that correspond to the following menu paths in the SAP standard menu: Continued on next page


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Tools → Administration → Monitor → System Monitoring → User Overview Name of function:_________________________________________ Transaction:_____________________________________________

Task 4: Using Help 1.

If you choose Application help in the SAP Easy Access initial screen (Help menu), which area of the SAP Library does it take you to?

2.

Use the system menu or transaction code, SU3, to call the user data maintenance function. Call F1 Help for various input fields. Use Technical Information to find the parameter ID for the field Logon language. Display F4 Help for the field Logon language. What is the language code for Ukranian?

3.

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In the status bar, display the transaction code for the transaction you are currently in.


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Lesson: Using Help

Solution 1: Using an SAP R/3 System Task 1: Logging on to the system 1.

Select the appropriate system for this training course. Use the client, user name, initial password, and logon language specified by the instructor. When logging on for the first time, a window appears in which you must enter your new password two times. Make a note of the following: Client:______ User:__________ Password:__________ Language:______ a)

Log on to the system indicated by the instructor and change your password.

Task 2: 1.

What is the maximum number of sessions (windows in the SAP system) you can have open simultaneously? Number:_______________________ a)

To open and close sessions, choose System → Create session (or use the appropriate pushbutton) and System → Delete session . The maximum number of sessions you can have open simultaneously is six, depending on your system settings.

Task 3: 1.

Identify the functions and find the transaction codes that correspond to the following menu paths in the SAP standard menu: Tools → Administration → Monitor → System Monitoring → User Overview Name of function:_________________________________________ Transaction:_____________________________________________ a)

To find the transaction code, choose System→Status . These function names and transaction codes correspond to the menu paths. Transaction SM04 for function User list Continued on next page

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Task 4: Using Help 1.

If you choose Application help in the SAP Easy Access initial screen (Help menu), which area of the SAP Library does it take you to? a)

2.

The unit Getting Started appears with the information required when using SAP Easy Access.

Use the system menu or transaction code, SU3, to call the user data maintenance function. Call F1 Help for various input fields. Use Technical Information to find the parameter ID for the field Logon language. Display F4 Help for the field Logon language. What is the language code for Ukranian? a)

The Logon language field is found in the Fixed values tab page. Use F1 Help and select Technical info to see the parameter ID for this field in the string, SPR. Proceed as explained in the exercise. The language code for Ukrainian is UK.

3.

In the status bar, display the transaction code for the transaction you are currently in. a)

26

In the status bar, use the pushbutton to select the display option you require and choose Transaction. For each of the transactions you call, the appropriate transaction code appears on the status bar for the session.


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Lesson: Using Help

Lesson Summary You should now be able to: • Identify the steps to access the Help menu • Identify the steps to access the SAP Library

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User Specific Settings Lesson Duration: 10 Minutes

Lesson Overview In this lesson, you will be able to identify different ways to personalize an SAP R/3 Enterprise.

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

Identify the different ways to personalize an SAP R/3 Enterprise

The participant would have learned about using the Help menu. Next, explain the process to personalize user settings.

Business Example Your company has implemented an SAP R/3 Enterprise recently. You are familiar with the various interface elements of the enterprise. You are also comfortable using the online help and SAP library. However, you need to personalize the settings on the system for your convenience. For example, you may want to alter the layout of your initial screen by switching off the image displayed on the right side of the SAP Easy Access screen.

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Lesson: User Specific Settings

Personalizing User Settings

Figure 9: User-Specific Personalization

The end user can personalize the system in many ways. Some of the ways are: •

•

•

You can alter the layout of your initial screen by selecting Extras → Settings. For example, when you switch off the image in the right side of the window, you can display the technical names (transaction codes) in the SAP Easy Access menu. You can activate the Quick Cut and Paste function under Customizing of local layout. Under Options, you can influence the reaction time of the quick information that appears when you move your mouse over an icon or pushbutton. You can define your personal default values by selecting System → User profile → Own data. When doing so, you can choose between the tab pages, Address, Defaults, and Parameters.

The procedure to set Parameters is explained here: Parameters: In this, you can set the defaults for frequently used input fields. To be able to set a default value for a field, it must have been assigned a parameter ID first.

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The procedure to find the parameter ID: Go to the field for which you want to set a default value. Select F1 Help and then choose Technical Info. The system displays an Information window that contains the relevant parameter ID under the heading, Field Data, as long as the field has been assigned a parameter ID.

Figure 10: Personalizing the Frontend with GuiXT

SAP R/3 systems offer numerous options for settings and adjustments: • • •

Define default values for input fields Hide screen elements Deactivate screen elements. You can do this by, for example, defining transaction variants.

SAP offers GuiXT, as of SAP R/3 Release 4.6. In addition to all of the above functions, you can now: • • •

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Include graphics Convert fields and add pushbuttons and text Change input fields or their F4 help results into radio buttons


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GuiXT scripts are stored on the Frontend. In accordance with local scripts, which can also be stored centrally, the GUIXT scripts determine how data sent from the application server is displayed. These scripts can be standard throughout a company, or they can be different for each Frontend. Note: The GuiXT will support the mySAP.com Workplace only as of the end of the year 2000. This means that until then you should use either the SAP GUI for the Windows Environment and the GuiXT or the mySAP.com Workplace with the SAP GUI for HTML (or the SAP GUI for Java or the SAP GUI for Windows).

Figure 11: Elements of the Workplace

The graphic above shows Release 2.11 of the mySAP.com Workplace. You call the mySAP.com Workplace by entering the relevant URL, that is, Internet address in a Web Browser. Usually this is done by clicking a link instead of being entered manually. The syntax for the URL of the Workplace is typically ://[:]/scripts/wgate/sapwp/!. For example: https://workplace.wdf.sap-ag.de:1042/scripts/wgate/sapwp/! The ! is an essential part of the call.

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The browser window of the mySAP.com Workplace consists of three areas: •

•

When working with the mySAP.com Workplace, the roles containing the entries relevant to your job appear in the LaunchPad. You can also add your own entries (Favorites) to the LaunchPad. When you log on to the mySAP.com Workplace, the list of MiniApps, such as StockTicker, news, overview lists, or reports, that are assigned to your role and the ones that you have added yourself appear in the WorkSpace on the right-hand side. If you start a particular transaction in the LaunchPad, for example, the transaction for booking invoices, this application is executed in the WorkSpace on the right-hand side.

Session handling in the Workplace allows you to hold several applications at the same time in channels. The individual channels are displayed as icons in the In Use folder. By clicking on the entries, you can switch between the different applications. Using Drag and Relate, you can link objects from one application with another with a simple mouse click and execute them from there.

Figure 12: Active Applications (In Use)

In Use area: You can manage multiple windows (Workplace Views) in this folder in the LaunchPad. You can switch from one Workspace View to another without affecting the applications that you are running.

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To be able to operate multiple Channels at the same time, you must change your personal settings for the Workplace. Choose Personalize, and then the General tab. In the Options sections, check the option Allow More Than One Application in the Area “In Use”. After this is activated, multiple parallel channels are available. In the example above, only the Start Page (“Home”) is shown in use, with an illustration of its assigned MiniApps.

Figure 13: Workplace Favorites

You can personalize the LaunchPad using Favorites. By choosing Personalize or by choosing the Personalize icon, you open a new window. You can create and (re)name your own folders in the left-hand part of the tab page Favorites, as well as moving them and changing their grouping. You can enter Web addresses, that is, URLs on the right-hand side of the tab page. These are then available in the Favorites folder in the LaunchPad. You should test your favorites by choosing the Test button before you add them to your favorites list. A favorite that requires a complete browser window is not suitable for displaying in the WorkSpace of the mySAP.com Workplace.

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You can see the entries in your LaunchPad that were assigned to you by your system administrator on the second tab page, Available in Roles. This page contains, for example, transactions. If you use a transaction frequently, you can define this as a favorite. To do so, click the relevant transaction and choose Add. You can also add to and edit your favorites directly form the LauchPad. Using Drag and Drop, you can add frequently used transactions to the Favorites folder.

Figure 14: Personalizing MiniApps

MiniApps are Web applications or documents that are simple and intuitive to operate. After you have started the mySAP.com Workplace, they offer you a quick overview and access to the functions that are most important to you on the initial screen. You are assigned the MiniApps in the Workspace by your system administrator, but you can also add your own MiniApps. By choosing the menu option Personalize or alternatively by choosing the Personalize icon, you open a new window. You can add your own MiniApps on the right-hand side of the tab page Start Page under New MiniApps. Also enter the Web address, that is, URLs, a name for the MiniApp, and the height in lines. Test MiniApps before adding them. You can easily rename and reassign them later.

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You can change and adjust the format of MiniApps. On the tab page MiniApps, you can change the order in which the MiniApps are displayed on the Workplace or choose your desired display format (minimized or expanded). Take note of the address http://www.sap.com/miniapps. This is the homepage of the MiniApp community. Here, you can find current information about available MiniApps in SAP systems and about Internet services that you can add to those available in your Workplace.

Figure 15: Workplace: Advantages

Both the user and the enterprise profit from the advantages of the mySAP.com Workplace.

Demonstration: Change System to Display Transaction Codes Purpose To demonstrate the steps to change the system settings and to show the transaction codes with the description of the transaction.

System Data System:

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Client: User ID: Password: Set up instructions: 1. Extras → Settings 2.

Select Show technical Name.

3.

Explain some of the other options and then press Enter.

4.

Show the transaction code displayed with the transaction description for the transaction which you entered in the folder.

Demonstration: Set Start Transaction Purpose To demonstrate the steps to start transactions.

System Data System: Client: User ID: Password: Set up instructions: 1. Extra’s → Set start transaction 2.

Input the transaction code, IW54, and press Enter. Note: The next time the user logs on to the system, the system will default to that transaction.

Demonstration: Setting User Profile and Parameter ID Purpose To demonstrate the steps to set the user profile and parameter ID.

System Data System:

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Client: User ID: Password: Set up instructions: 1. System → User profile → Own data 2.

Select the Parameter tab.

3.

Use the menu path: System → Create Session or press Create session icon.

4.

From the new session, follow the menu path: Logistics → Customer Service

→ Service processing → Service order → Create (general).

5.

Place the cursor in the Order type field and press F1. Select the Technical info key. Copy the parameter ID, AAI. Press Alt to return to the User Profile screen. Insert the parameter ID, AAI, in the parameter field. Insert the value, SM01, in the Value field.

6.

Press Alt to return to the other session. Back out of the transaction to refresh the data and execute the transaction again. The Order type field is the field from the parameter ID setting.

7.

Press the Default Tab.

Demonstration: Change User Defaults Purpose To demonstrate the steps to change the user default.

System Data System: Client: User ID: Password: Set up instructions: 1. Change the decimal notation.

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2.

Change the date format.

3.

Save the changes.


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Explain: For the default settings to take effect, the user must log off and log back on to the system. Note: Do not leave this screen.

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Exercise 2: User-Specific Settings Exercise Duration: 10 Minutes

Exercise Objectives After completing this exercise, you will be able to: • Set a user parameter for a field • Set the user defaults • Maintain your favorites • Select a start transaction of your choice

Business Example Your company has implemented an SAP R/3 Enterprise recently. You are comfortable using the various interface elements, online help functions, and SAP Library. You need to customize the settings, such as increase the reaction time of the quick info that appears when you move your mouse over an icon or pushbutton.

Task 1: Defining user-specific settings by using System → User Profile → Own Data. 1.

Set your logon language to the value used for this course.

2.

Set the decimal notation and date format of your choice.

Task 2: Defining your favorites: 1.

Insert at least one new folder under the Favorites folder.

2.

Add any two of your favorite transactions to the corresponding folders.

3.

Add the Internet address http://www.sap.com with the text “SAP Homepage.”

Continued on next page

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Task 3: Setting a start transaction using the Extras menu. 1.

Enter a transaction of your choice as the initial transaction. You will then need to log off and log on again for the change to take effect. Note: If desired, you can change the initial transaction back to the default value simply by deleting the transaction code that you entered.

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Solution 2: User-Specific Settings Task 1: Defining user-specific settings by using System → User Profile → Own Data. 1.

Set your logon language to the value used for this course. a)

2.

To define the logon language, go to the user settings (System → User profile → Own data) and goto the tab page Fixed values. Enter the language of your choice.

Set the decimal notation and date format of your choice. a)

See the previous task.

Task 2: Defining your favorites: 1.

Insert at least one new folder under the Favorites folder. a)

2.

To add favorites to your favorites list, create a folder: Favorites list → Create folder . Enter a name for the folder. You can create as many folders as you require. You can move folders using the drag and drop function.

Add any two of your favorite transactions to the corresponding folders. a)

To create favorites, select specific applications (transactions) in the menu tree of the standard menu, that are your favorites (those applications that you use daily). Select an application and then chooseFavorites list → Create favorites to add entries to your favorites lists. You can move favorites into folders later by choosing Favorites → Move. You can move folders using the drag and drop function.

3.

Add the Internet address http://www.sap.com with the text “SAP Homepage.” a)

Add Internet addresses by selecting Favorites → Add other objects


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Task 3: Setting a start transaction using the Extras menu. 1.

Enter a transaction of your choice as the initial transaction. You will then need to log off and log on again for the change to take effect. Note: If desired, you can change the initial transaction back to the default value simply by deleting the transaction code that you entered. a)

Choose Extras → Set start transaction. Enter the transaction you require and choose Enter. Notice the system message on the status bar indicating that your selected transaction has been set as the start transaction. Note: To change back to the SAP Easy Access as the initial screen, follow the menu path again, delete the transaction code and select Enter. The next time you log on, SAP Easy Access will be the initial screen.

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Lesson Summary You should now be able to: • Identify the different ways to personalize an SAP R/3 Enterprise

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Unit Summary

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Unit Summary You should now be able to: • Identify the steps to log on to an SAP R/3 Enterprise • Identify the elements of an SAP R/3 Enterprise and the SAP Easy Access screen • Identify the steps to access the Help menu • Identify the steps to access the SAP Library • Identify the different ways to personalize an SAP R/3 Enterprise

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Test Your Knowledge

35

Test Your Knowledge 1.

You are logged on to an SAP R/3 from your computer. Your team member is new to your company and currently does not have access to the SAP Enterprise. You will be able to log on to the SAP Enterprise from his computer using your logon information. Determine whether this statement is true or false.

□ □ 2.

True False

screen to navigate You can use the through the system using a tree-like structure that can be adapted to suit your own requirements. Fill in the blanks to complete the sentence.

3.

You are logged on to the SAP R/3 Enterprise. Application Help can be used at all times of your session to view the information about the significant interface elements. Determine whether this statement is true or false.

□ □ 4.

True False

You are a new user to an SAP R/3 Enterprise and access it over the internet. Your employer has asked you to collect some information about various SAP components. The easiest and quickest way to search for information related to SAP components is using . Fill in the blanks to complete the sentence.

5.

System → User Profile → Own data can be used to define the default values. Determine whether this statement is true or false.

□ □

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Answers 1.

You are logged on to an SAP R/3 from your computer. Your team member is new to your company and currently does not have access to the SAP Enterprise. You will be able to log on to the SAP Enterprise from his computer using your logon information. Answer: True Multiple logons have been logged in SAP Enterprise.

2.

You can use the SAP Easy Access screen to navigate through the system using a tree-like structure that can be adapted to suit your own requirements. Answer: SAP Easy Access

3.

You are logged on to the SAP R/3 Enterprise. Application Help can be used at all times of your session to view the information about the significant interface elements. Answer: True Application help for an SAP R/3 Enterprise is context-sensitive.

4.

You are a new user to an SAP R/3 Enterprise and access it over the internet. Your employer has asked you to collect some information about various SAP components. The easiest and quickest way to search for information related to SAP components is using the SAP Library. Answer: the SAP Library

5.

System → User Profile → Own data can be used to define the default values. Answer: True One of the possibilities to personalize the settings for your system is to select the System → User Profile → Own data menu path. This path enables you to define the personal default values.

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Unit 2 Overview of Customer Services

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This unit signifies entry into service. To begin with, it describes the main business processes in service. You will also learn about the organizational elements relevant for service in Accounting, Logistics, Human Resources and Service. Finally, you learn about Customer Service functions.

Unit Overview In this unit, you will learn about significant business processes in customer service. In addition, you will also identify various organizational units and structures in SAP. You will also be able to list the organizational elements relevant for service. Finally, you will learn about types of master data required for customer services and how to organize it.

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

Explain Customer Services (CS) categories Identify Customer Services offered by SAP Define organizational units Identify the organizational structures in SAP Identify the types of customer master data Explain the use of material master

Unit Contents Lesson: Introduction to Customer Services ...................................... 49 Demonstration: Demonstration of CS Menu ................................. 55 Lesson: Organizational Structures in SAP ....................................... 58 Lesson: Master Data ................................................................ 69 Demonstration: Customer Master Data ...................................... 76

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Demonstration: Material Master ............................................... 78 Demonstration: Work Center................................................... 78 Demonstration: Personnel Master ............................................ 79 Exercise 3: Master Data ........................................................ 81

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Lesson: 38

Lesson: Introduction to Customer Services

Introduction to Customer Services Lesson Duration: 30 Minutes

Lesson Overview In this lesson, you will get an overview of customer services. You will identify the various business processes in customer service. In addition, you will learn about the various Customer Services offered by SAP.


Explain Customer Services (CS) categories Identify Customer Services offered by SAP

Provide the participant with a general definition of “Service”. Differentiate between service providers and service recipients. Describe the different activities that the services can pertain to. Next, explain the significance of the Customer Service application within the SAP R/3 Enterprise. In addition, explain the organizational elements within the system, which are required to achieve full integration of the modules.

Business Example Your company aims at maintaining relationships with its internal and external partners. The service department of the company helps to achieve the same. As a service technician in the company, you need to be aware of the various customer services.

What are Customer Services? Service - Service Categories General Definition of “Service”. Differentiate between service providers and service recipients. Range of Solutions offered by SAP

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CRM Service also offers Service functionality. Therefore, if a customer wants to have a service solution, CS or CRM Service can be offered depending on his requirements. Services In this course, you need to focus on technical services. Within the Industry Solution “SAP Service Provider” there are solutions for other services such as consulting. Note: The SAP Service Provider has no individual program coding, only special customizing. Explain: Services can pertain to a variety of different activities. Help desk, dispatching of spare parts, repairs in our service center, repairs by field technicians, the assembly of technical objects, and planned maintenance and servicing. Service - Process There are a lot of variations in the service processes. This is the maximum range. Explain: The customers are the service recipients. They own technical equipment or technical objects that are serviced by the service provider. Outline agreements or service contracts may exist between the customer and service provider for particular services. The customer in the form of a service request initiates the process. The customer may require a quote depending on the extent of the service required. The customer initiates a purchase order to cover the services to be performed. The service provider plans the work and the resources, such as personnel, material, and tools, required in performing the service. It may be necessary to contact vendors to perform the work or provide materials. After the work is completed the service provider issues an invoice. The process is complete when the customer settles the invoice. CS - Main Functions Figure 18 is structured like the CS menu. Explain: This slide identifies the elements and functions that make up the Customer Service module within R/3.

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Technical Serviceable Items: Allow us to represent the technical systems or equipment installed at the customer’s site. Service Processing: Service notifications for call processing, Service orders for planning, executing, and settling work for our customer. Service Agreements: Contracts for long term agreements with the customer, warranties for the objects sold, maintenance planning for routine maintenance calls, task lists for preparing and describing work that is performed repeatedly. Customer Interaction Center: Telephone integration for processing customer inquiries by phone. Solution Database: Finding solutions to problems. Information System: Summarized data evaluations.

Figure 16: Service - Service Categories

Under Services, various services are provided for the customer. The service department is a part of the overall enterprise organization through which the company maintains relationships with various internal and external partners. Service categories are distinguished according to whether the service providers are internal or external companies. They can also be distinguished according to whether the services are performed for the company itself or for another company.

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This course deals with Customer Service (CS), which means the services provided to customers by a company. Services supported by CS: • • • • • •

Helpdesk: Recording, processing, and forwarding of incoming customer requests Assembly of technical objects on site at the customer end Repair of customer devices by field service technicians on site at the customer end Dispatch of spare parts to the customer Repair of customer devices at the service center, which is in-house service Regular inspection and preventive maintenance of customer devices at the service center or at the customer site

Services can be agreed in a contract or provided without contractual cover. In addition, you can represent all other types of services, such as cleaning, consulting, and training using CS.

Figure 17: Service - Process

The customers are service recipients. They can own technical assets and equipment on which services are performed.

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The service provider concludes outline agreements with the customer, in which particular services are agreed. If the customer requires a service, the customer reports the requirement or enters a request. For extensive work, the service provider issues a quotation. The provision of services is triggered by the customer using the purchase order. For less extensive work, the first three steps are the same. The service provider plans the work and the resources required. For example, personnel, material, utilities. If necessary, work is requested from vendors or the required materials are ordered from a vendor. After the work is complete, the service provider issues an invoice. The process is completed when the customer makes payment.

Figure 18: CS - Main Functions

Technical serviceable items: The functions are available here to represent the technical systems and equipment installed at the customer site.

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Service Processing includes: • • • •

Service notifications - Used to enter and process customer inquiries or problems. Service orders - Used to plan, execute and settle the work for the customer. Sales orders - Used for the delivery of goods and returns processing. Billing - Used for the creation of invoices.

Service agreements include: • • • •

Contracts - Used as long-term agreements with the customer. Warranties - For the technical objects sold. Maintenance planning - For the execution of repetitive work. Work scheduling - To prepare or describe work that occurs frequently.

Customer interaction center: For integrating telephones, to process customer inquiries. Solution database: To find solutions to problems Information system: For summarizimg evaluation of data

Figure 19: Range of Solutions Offered by SAP

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SAP provides cross-industry and industry-specific solutions for the process-oriented representation of business cases. The solutions contain a combination of application and basis components selected in line with a specific business aim.

Demonstration: Demonstration of CS Menu Purpose To demonstrate the Customer Services menu in SAP R/3 Enterprise.

System Data System: Client: User ID: Password: Set up instructions: 1. Display CS menu paths Menu Path: Logistics → Customer Service

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Facilitated Discussion Discussion Questions Use the following questions to engage the participants in the discussion.Feel free to use your own additional questions. The customer services processes involve variations that lead to long-term agreements between the service provider and the customer. Discuss the process involved with examples.

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Lesson Summary You should now be able to: • Explain Customer Services (CS) categories • Identify Customer Services offered by SAP

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Organizational Structures in SAP Lesson Duration: 35 Minutes

Lesson Overview In this lesson, you will learn about organizational units. In addition, you will also identify the organizational structures in SAP.


Define organizational units Identify the organizational structures in SAP

In this lesson, you will discuss the organizational elements that are required to achieve full integration of the Customer Services application within the SAP R/3 Enterprise.

Business Example Your company aims at providing customer services with regard to Accounting, Logistics, Human Services, and Service. As a service technician of your company, you should be aware of the various organizational elements relevant for the above services.

Module-wise Organizational Structures Organizational Structure – Accounting The Customer Services application is fully integrated with many other modules within the R/3 Enterprise. This integration is dependent on the relationship of organizational elements within the system. In this section, discuss the organizational elements which are required to achieve full integration. Group or Client: Represents the highest hierarchical level for financial accounting. Company: Represents a consolidation unit to which company codes can be assigned. This organizational unit is Optional.

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Lesson: Organizational Structures in SAP

Company Code: A legal entity with a self contained set of accounts. This organizational unit is Required. Business areas: Used to create internal balance sheets profit loss statements. This organizational unit is Optional. In Service, the company code is mostly determined by other organizational elements. In the training system there are obligatory business units, so in some tasks you have to enter a business unit. Organizational Structure – Cost Accounting The operating concern is only relevant for CO-PA. The controlling area is asked for when you settle orders. Explain: Operating concern is the central organizational element of the profitability analysis. Controlling area identifies an organizational element where costs revenues are analyzed. Each company code is assigned to a controlling area. A cost center is the smallest organizational unit in cost accounting. Organizational Structure – Materials Management Explain: Plant is the highest organizational element in Materials Management. Produces goods, distributes goods offers services. A plant can report to only one company code. A company code can have many plants. Plants can be used for purposes of valuation. Storage locations are organizational units that are linked to plants that allow the segregation of inventory. Purchasing organizations is an organizational unit that procures materials services for one or more plants and negotiates purchasing contracts pricing. For technician truck stocks, you can create storage locations too. Organizational Structure – Sales and Distribution Sales Organization is responsible for the sale distribution of goods services. Sales organizations are assigned to a company code. A one to many relationship. Distribution Channel defines the way goods services are distributed to the customer. Division represents a group of products to be sold.

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Sales Area is the combination of Sales Organization, Distribution Channel Division. Organizational Units Explain: Organizational units represent the framework of the business enterprise in the R/3 system. Elements are linked together to formulate the integrated business structure. These organizational elements can be used in the partner determination for workflow. Organizational Structure – Service A plant is the service center or a service depot. Planning plant is only a flag in customizing you can set for a plant. Several settings in customizing are dependent on the service order type the planning plant. Planning Plant: Is an organizational unit where services are planned. The planning plant does not have to be the plant that performs the service. Planner groups: Are a group of planners planning the work. Work Centers: Are the organizational unit which performs the services. One or more employees can be assigned to a work center. Putting the lesson Master Data in context Here, give an overview of the most important master data that is required in customer services. Customer Master Explain: The customer master is an important master data file used to store customer information. The file contains three different categories of data. General data or “client level data” , Name, Address, Classification specifications, banking data, contact persons. Sales Distribution data specific to the sales area (Sales organization, distribution channel division). Default information for sales orders, pricing, shipping, billing, partner functions. Accounting data, information specific to the customer within a particular company code. Information on accounts, payments, dunning. Tab Strips Identify some of the tab strips under Company code data.

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Point out some of the important information contained under the tab strip Account management (field: Recon. Account; sub account in the general ledger). Point out some of the important information contained under the tab strip Payment transactions (field: Payment terms, terms of payment with the customer). Press the Sales area data pushbutton. Identify some of the tab strips under Sales area data. Orders Tab strip: Sales district, office, Currency, Cust. Pricing procedure. Shipping Tab strip: Delivery priority, shipping condition, delivering plant, transportation zone. Billing Tab strip: Incoterms, Terms of payment. Partner functions: Business partners associated with the customer.

Figure 20: Organizational Structure - Accounting

Figure 20 shows the following elementary organizational units of financial accounting: Chart of accounts: Structured list of general ledger accounts. The chart of accounts may be assigned to one or more company codes.

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Company code: Structures the enterprise as a legally independent unit. The company code provides a frame for financial accounting and the respective closing operations. Business area: You can assign a business area to each document line item. The term, business area, in an SAP system indicates the subdivision of an enterprise according to financial accounting criteria. Examples of subdivisions in business areas are product divisions or departments. Unlike the company code, the business area is used in the internal decision-making process. Internal balance sheets can be created at any time through the business area to identify the profit and loss for areas of responsibility. The business area can be derived from organizational units in SAP Logistics. For example, a business area can be derived by combining the plant, sales area, and division.

Figure 21: Organizational Structure - Controlling

Figure 21 shows the following elementary organizational units of controlling: Controlling area A controlling area is the organizational unit within a company, for which complete, self-contained cost accounting can be executed. A controlling area can consist of one or several company codes that operate in different currencies. All related company codes must use the same operational chart of accounts. All intra-enterprisal allocation transactions represent the objects of the same controlling area only. Operating concern

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The operating concern is the part of the group for which a standardized segmentation of the sales market exists. A result is identified for individual segments that are described by classifying characteristics, such as article grouping, customer group, country, and distribution channel, with contrasting sales and revenues. The segments are thus called profitability segments. Several controlling areas can be assigned to the profitability segment. Profit center The profit center is one of the schedule lines of the company that serves internal control.

Figure 22: Organizational Structure - Materials Management

A plant is an organizational element within a company. It is a company storage location at which goods are manufactured and readied for distribution, and where services are provided. A plant is always assigned to a company code. Valuation of materials can be based on company codes or plants. The company code or plant is the valuation area. A purchasing organization is an organizational unit that procures materials and services for one or more plants or company codes. It also negotiates the purchasing conditions. Storage locations are organizational units, which enable you to differentiate the material stocks within a plant. The units can also be the number of vehicles that belong to field sales representatives.

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Figure 23: Organizational Structure - Sales and Distribution

A sales organization is responsible for the sales and distribution of goods and services. It can be structured regionally or according to products. Each sales organization is assigned to a company code, which means a company. A distribution channel is the path through which goods and services reach the customer. A division represents a grouping of the products to be sold. Each material to be sold is assigned to a division. A sales area is a combination of a sales organization, distribution channel, and division. When the system is configured, the permitted sales areas are defined.

Organizational Structures in Customer Services Organizational Units Explain: Organizational units represent the framework of the business enterprise in the R/3 system. Elements are linked together to formulate the integrated business structure. These organizational elements can be used in the partner determination and for workflow. Organizational Structure – Service A plant is the service center or a service depot. Planning plant is only a flag in customizing you can set for a plant. Several settings in customizing are dependent on the service order type and the planning plant.

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Planning Plant: Is an organizational unit where services are planned. The planning plant does not have to be the plant that performs the service. Planner groups: Are a group of planners planning the work. Work Centers: Are the organizational unit which perform the services. One or more employees can be assigned to a work center.

Figure 24: Organizational Units

Organizational units can be divided generally according to functional or regional aspects. More precisely, they can be divided according to special project groups. This depends on the individual company. Organizational units must be linked together in an organizational structure. The links are used to create the hierarchical structure of a company. Organizational units are linked to cost centers from accounting. Example: The example in figure 24 shows the organizational unit Serviceas a superior object to the subordinate objects Management, Internal service, and External service.

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Figure 25: Organizational Structure - Service

The service center and each service branch can be defined as plants. A plant may possess the planning plant characteristic. A planning plant is a plant in which the services are planned and scheduled. It need not be the plant that performs the services. Each service order is assigned to exactly one planning plant. Notice that several performing plants can be involved in a service order. As far as centralized planning is concerned, there is only one planning plant, but several plants perform the services. However, in decentralized planning, each planning plant is also a performing plant. The planners or stock planners can be combined into planner groups. Such groups that perform services are defined as work centers within a plant. The plant represents the location of these work centers and one or more employees or people can be assigned to each work center.

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Facilitated Discussion Discussion Questions Use the following questions to engage the participants in the discussion.Feel free to use your own additional questions. The integration of the Customer Services application within an SAP R/3 Enterprise depends on the relationship of the organizational elements within the system. Discuss.

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Lesson Summary You should now be able to: • Define organizational units • Identify the organizational structures in SAP

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Lesson: 51

Lesson: Master Data

Master Data Lesson Duration: 35 Minutes

Lesson Overview In this lesson, you will learn about customer master data. In addition, you will identify material master and its use in Customer Services (CS). Finally, you will learn about work centers in CS.


Identify the types of customer master data Explain the use of material master

Explain the significance of customer master to store customer information. In addition, describe the categories of the master data file.

Business Example Your company provides various customer services and maintains several types of data for the same. As a service technician of your company, you should be aware of the different data that are needed to be maintained for the services offered.

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Types of Master Data for Customer Services Customer Master Explain: The customer master is an important master data file used to store customer information. The file contains three different categories of data: • •

•

General data or “client level data”, which includes name, address, classification specifications, banking data, and contact persons. Sales and Distribution data, which is data specific to the sales area (sales organization, distribution channel and division). Default information for sales orders, pricing, shipping, and billing, partner functions. Accounting data, which includes information specific to the customer within a particular company code. Information on accounts, payments, and dunning.

Material Master Explain: Material Master Data The material master is the central source for material specific data. The data is centrally stored to eliminate data redundancy. The data consists of various departmental views. Use of Material Master in Service Explain: Usage of Material Master in Service. Service materials or service products are used to describe services that are provided for the customer. Service products can be entered as items in a sales order or contract or in the header data of a service order. Work Centers in Service Explain: Work center, persons or groups of persons performing services. Every work center is linked to a cost center. Contents of Work Center Master Basic data consists of: • •

General data, which includes description, type, person in charge, and location. Default values, which contain data that defaults to the operation data when a work center is entered into an order or a task list.

Capacity data consists of: Capacity types, personnel labor, and machines. Available capacity, which includes working time.

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Activity types are assigned to a work center for internal processing. A work center is assigned to a HR work center or HR organizational unit. Therefore, positions are assigned to the work centers and personnel are assigned to the positions. Personnel Master Explain: Personnel Master Records The employee master record contains information about the employee and this information is stored in logical groups called info types. In Customer Service, personnel numbers can be assigned to technical objects and documents in partner overview screens. Personnel assignments can be made to work center master records and operations in service notifications and orders.

Figure 26: Customer Master

The customer master is subdivided into general data, sales area, company code data. The general data is relevant for sales financial accounting. It is defined centrally, which means it is client-specific, to avoid data redundancy. It is valid for all the organizational units within a client.

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The sales area data is relevant for sales is valid for the sales area, such as sales organization, distribution channel, and division. The company code data is relevant for financial accounting and is also valid for the company code. The customer master consists of the entire data that is required to process orders, deliveries, invoices, and payments. Material Master Data The material master is the central source for material specific data. The data is centrally stored to eliminate data redundancy. The data consists of various departmental views.

Figure 27: Material Master

The material master represents the central source for a company for calling up data that is specific to a material. It is used by all of the Logistics components in the SAP R/3 Enterprise. The integration of all the material data into a database object solves the problem of data redundancy. The data saved can be used by all the areas, such as purchasing, inventory management, materials planning, and service.

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Lesson: Master Data

The data contained in the material master is required for the following operations: • • • •

Purchasing data for purchase order processing. Inventory management data for posting of goods movements physical inventory management. Financial accounting data for material valuation. Materials planning data for material requirements planning.

Due to the fact that the different areas or departments of a company work with a material, the areas define different information for a material, the data in a material master record is structured according to the particular area to which it belongs. As a result, each area has its own view of the material master record and is responsible for maintaining this data. The data maintained within one view can be valid for different organizational levels. •

Service material/service product

•

– Description of services in order or contract Typing structuring of technical objects

•

– Material serial number – Material as construction type – Material as bill of material item Component planning – –

Spare parts - sales order Components for service order

Material master records are used for different purposes in Service. Service materials or service products are used to describe services that are provided for the customer. The service products can be entered in the items of a sales order or a contract, in the header data for a service order. Materials can be fixed, configured, or be configurable. An individual description of the service features for configurable materials is made possible by characteristic valuation in the order. With regard to the configured materials, the characteristic values are connected to the material master.

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When managing technical objects, material numbers can be enhanced with serial numbers to track individual units. Material numbers are used as a construction type to describe the type of customer equipment. Alternatively, material master records can be used to structure the technical objects more accurately as assemblies spare parts in bill of material items. In service processing, materials are used to describe the components, which are sent to the customer. To execute the work, other components must be withdrawn from the warehouse or procured directly from a vendor.

Figure 28: Work Centers in Service

The people or groups of people that perform the service activities are defined as work centers in the system. They are entered as the main work center in the header data of a service notification or service order. Exactly one performing work center is entered in each internal processing operation for a service order.

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Figure 29: Contents of Work Center Master

The basic data for the work center contains general data including description, type, person responsible, and location. The default values contain the data that is copied to the operation data when the work center is entered in an order or task list operation. The available capacity, which is the labor time available each day, is defined in the capacity data. The shifts or labor times are also defined here. This information is used during capacity planning scheduling of service orders. You can find the formula to calculate the operation duration the unit of time for labor in the scheduling data. Each work center is assigned to exactly one cost center. A default activity type is also entered in the “Costing” view. One or more personnel numbers or positions from Human Resources can be assigned to the work center. The assignments are used to select personnel in the service order operations. Qualification requirements profiles, which are used to define the requirements for a suitable employee at this work center, can also be assigned. Time-based assignments include shift schedule assignments, costing, and links to objects from the personnel system.

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Figure 30: Personnel Master

Personnel data from the employee master record is saved in logical groups according to the content. These are info types. For example, the address of an employee consists of the town, street, house number. This information is saved in the Addresses info type. You can use info types to describe or define the different features attributes of an object. The different info types are identified by a name four-digit key. General information types, such as, 0001 or 0002, are available whether or not the HR component has been implemented. In Service, personnel numbers can be assigned to technical objects documents in the partner overviews. You can also assign personnel in the work center master record in the operations for service orders.

Demonstration: Customer Master Data Purpose To demonstrate customer master data.

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Lesson: Master Data

System Data System: Client: User ID: Password: Set up instructions: 1. Logistics → Customer Service → Service processing → Environment → Sales distribution → Master Data → Business Partners → Customer → Display → Complete Search the customer by the name, ’Institut*’ or the city, ’Muenchen’. 2.

Display the Customer, 1032 (company code 1000, sales area 1000/14/00): Identify some of the tab strips under General data. Note: Point out some of the important information contained in the Address tab the Control tab (fields: transport zone VAT reg. no).

3.

Press the Company code data pushbutton. Identify some of the tab strips under Company code data. Note: Point out some of the important information contained under the tab strip, Account management (field: Recon. Account; subaccount in the general ledger). Point out some of the important information contained under the tab strip, Payment transactions (field: Payment terms, terms of payment with the customer).

4.

Press the Sales area data pushbutton. Identify some of the tab strips under Sales area data. Orders Tab strip: Sales district, office, currency, customer pricing procedure. Shipping Tab strip: Delivery priority, shipping condition, delivering plant, transportation zone. Billing Tab strip: Incoterms, Terms of Payment. Partner functions: Business partners associated with the customer.

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Demonstration: Material Master Purpose To demonstrate material master data.

System Data System: Client: User ID: Password: Set up instructions: 1. Menu Path: Logistics → Customer Service → Technical Objects → Material → Display. 2.

Search for material master with the description, ’Slimline PC CASE’ / ’Slimline PC-Gehäuse’.

3.

Display Material Master R-1170. Views: basic data 1, all sales data, MRP 1, accounting 1. Organizational levels: plant 1200, sales area 1000/14. Further, display additional data, such as descriptions and units of measure.

Demonstration: Work Center Purpose To display a work center.

System Data System: Client: User ID: Password: Set up instructions: 1. Menu Path: Logistics → Customer Service → Technical Objects → Environment → Work Center → Display

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Lesson: Master Data

Display work center PC-SERV, plant 1200: basic data, default values, capacities (with capacity header data), scheduling, costing, HR assignment

Demonstration: Personnel Master Purpose To demonstrate personnel master data.

System Data System: Client: User ID: Password: Set up instructions: 1. Menu Path: Human Resources → Personnel management → Administration → HR Master Data → Display. 2.

Display person 1500: organizational assignment, personal data.

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59

Lesson: Master Data

Exercise 3: Master Data Exercise Duration: 15 Minutes

Exercise Objectives After completing this exercise, you will be able to: • Display the customer, material, and task list master records • Describe the master record contents

Business Example Your company is a service provider and delivers services for different customers. To achieve this, the company needs to maintain customer data. As a service technician, you should know how to create Material master data that are used to represent the services, device types, and replacement parts.

Task 1: Displaying the customer master record 1.

You need information about your customer, Hitech. Display the customer master record for customer, T-CSD##. (## = Your place number). Display the sales areas for the customer (debitor) and select the following sales areas: Sales organization: 1000 Distribution channel: 14 Division: 00

2.

Determine the following data from the area, General data: Postal code and location: ____________________

3.

Determine the following data from the area, Sales area data: Price group for price determination: ____________________

4.

Terms of payment

5.

Invoice recipient Continued on next page

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Task 2: Displaying material masters 1.

Display the material master for the material, T-FSN##. Select the following views: Basic data 1 Sales: Sales organization data 1 Sales: General/plant data Accounting 1 Plant stock Enter the following organizational levels: Plant: 1200 Sales organization: 1000 Distribution channel: 10

2.

Define the following data: Material short text: _____________________ Base unit of measure: _____________________ Division: _____________________

3.

Outbound delivery plant: _____________________

4.

Serial number profile: ____________________

5.

Price control: ____________________ Current valuation price: ____________________ Continued on next page

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6.

Plant stock for unrestricted use: ____________________

Task 3: Display work center master record Display the work center master record for the work center, PC-SERV in plant 1200. 1.

Define the following data: Work center type: ____________________ Task list usage: ____________________

2.

Define the following data: Work center type: ____________________ Task list usage: ____________________

3.

Default control key: ____________________

4.

Operating time and capacity: ____________________

5.

Cost center: ____________________ Default value, activity type, internal processing: ____________________

6.

Number of people assigned to the work center: ____________________

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Solution 3: Master Data Task 1: Displaying the customer master record 1.

You need information about your customer, Hitech. Display the customer master record for customer, T-CSD##. (## = Your place number). Display the sales areas for the customer (debitor) and select the following sales areas: Sales organization: 1000 Distribution channel: 14 Division: 00 a)

Logistics → Sales and Distribution → Master Data → Business Partners → Customer → Display → Sales and Distribution (VD03) Field name or data type

Values

Customer

T-CSD##

Customer’s sales areas In the overview, select the second line and press Enter twice. 2.

Determine the following data from the area, General data: Postal code and location: ____________________ a)

3.

Field name or data type

Values

Postal code

21017

Location

Chicago

Determine the following data from the area, Sales area data: Price group for price determination:


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____________________ a)

4.


Values

Price group

01 (Bulk buyer)

Terms of payment a)

5.

Choose Sales area data and then the view, Sales.

Billing document Field name or data type

Values

Terms of payment

ZB01(14 days 3%; 30/2%; 45 net)

Invoice recipient a)

Partner functions Field name or data type

Values

Partner function IR(Invoice receiver)

Customer T-CSD##

Task 2: Displaying material masters 1.

Display the material master for the material, T-FSN##. Select the following views: Basic data 1 Sales: Sales organization data 1 Sales: General/plant data Accounting 1 Plant stock Enter the following organizational levels: Plant: 1200 Sales organization: 1000 Continued on next page

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Distribution channel: 10 a)

Logistics → Customer Service → Technical Objects → Material → Display (MM03) Field name or data type

Values

Material

T-FSN##

Choose Enter or Select view(s). Select the views Basic data 1, Sales and distribution: Purchasing organization data 1, sales and distribution: Gen./Plant data, accounting 1 and plant stock and press Enter. Next, enter the organizational data: Field name or data type

Values

Plant

1200

Sales organization

1000

Distribution channel

10

Enter Use Enter to display the next selected view. 2.

Define the following data: Material short text: _____________________ Base unit of measure: _____________________ Division:


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Lesson: Master Data

_____________________ a)

3.

Basic data 1 Field name or data type

Values

Material short text

Maxitec-R 3100 personal computer

Base unit of measure

Pc (piece)

Division

07 (High Tech)

Outbound delivery plant: _____________________ a)

4.

Sales and Distribution: Sales organization 1 Field name or data type

Values

Outbound delivery plant

1200 (Dresden)

Serial number profile: ____________________ a)

5.

Sales and Distribution: Gen./Plant Field name or data type

Values

Serial number profile

SM01 (serial profile SM)

Price control: ____________________ Current valuation price: ____________________ a)

Accounting 1 Field name or data type

Values

Price control

S (standard price)

Standard price (= current valuation price)

see amount Continued on next page

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Plant stock for unrestricted use: ____________________ a)

Plant stock Field name or data type

Values

Unrestricted use stock

9 pieces

Task 3: Display work center master record Display the work center master record for the work center, PC-SERV in plant 1200. 1.

Define the following data: Work center type: ____________________ Task list usage: ____________________ a)

Logistics → Customer Service → Service Processing → Environment → Work Centers → Work Center → Display (IR03) Field name or data type

Values

Plant

1200

Work center

PC-SERV

Enter 2.

Define the following data: Work center type: ____________________ Task list usage:


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Lesson: Master Data

____________________ a)

3.

Basic data Field name or data type

Values

Work center type

0003 (person)

Task list usage

004 (maintenance task lists only)

Default control key: ____________________ a)

4.

Default values Field name or data type

Values

Control key

SM01 (Service – internal)

Operating time and capacity: ____________________ a)

Capacities Capacity header data Field name or data type

Values

Usage time

8.5 hours

Capacity

42.5 hours

Back 5.

Cost center: ____________________ Default value, activity type, internal processing:


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____________________ a)

6.

Costing Field name or data type

Values

Cost center

4100 (technical service – 1)

Activity type internal processing

1410 (repair hours)

Number of people assigned to the work center: ____________________ a)

Link to personnel system. Expand sub-tree. There are five positions each with one person assigned to the work center.

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Lesson: Master Data

Lesson Summary You should now be able to: • Identify the types of customer master data • Explain the use of material master

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Unit Summary

PLM301

Unit Summary You should now be able to: • Explain Customer Services (CS) categories • Identify Customer Services offered by SAP • Define organizational units • Identify the organizational structures in SAP • Identify the types of customer master data • Explain the use of material master

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Test Your Knowledge

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A solution contains a combination of application and basis components selected in line with a specific business aim. Determine whether this statement is true or false.

□ □

True False

2.

Mention the criteria to distinguish service categories.

3.

Organizational units can be divided generally according to functional aspects or special project groups. Determine whether this statement is true or false.

□ □

True False is the path through which

4. goods services reach the customer. Fill in the blanks to complete the sentence.

5.

The customer master is subdivided into general data and sales data. Determine whether this statement is true or false.

□ □ 6.

True False

The integration of all the material data into a single database object solves . the problem of Fill in the blanks to complete the sentence.

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Answers 1.

A solution contains a combination of application and basis components selected in line with a specific business aim. Answer: True A solution contains a combination of application and basis components selected in line with a specific business aim.

2.

Mention the criteria to distinguish service categories. Answer: Service categories can be distinguished according to two criterion: Whether the service providers are internal or external companies. Whether the services are performed for the company itself or for another company.

3.

Organizational units can be divided generally according to functional aspects or special project groups. Answer: True Organizational units can be divided generally according to functional aspects or special project groups.

4.

Distribution channel is the path through which goods services reach the customer. Answer: Distribution channel

5.

The customer master is subdivided into general data and sales data. Answer: False The customer master is subdivided into general data, sales area data, and company code data.

6.

The integration of all the material data into a single database object solves the problem of data redundancy. Answer: data redundancy

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Unit 3 Technical Objects

73

The technical objects are the most important master data in technical service. In service processing indicate these technical objects. Notice that service processing without technical objects is possible as well.

Unit Overview This unit will help you to identify various technical objects, such as material serial numbers, equipment master record, functional locations, bills of material, and types of warranty in Customer Services.


Identify the types of technical objects and their hierarchies Identify the functions of material serial numbers Describe an equipment master record Describe a functional location Identify the use of bills of materials Identify a warranty and its types

Unit Contents Lesson: Technical Objects in Service ............................................. 97 Demonstration: Serial Number Profile ....................................... 101 Demonstration: Create Equipment Master record ......................... 107 Demonstration: Display Equipment Master Record (Additional Demonstrations) ................................................................ 108 Demonstration: Equipment Master Record ................................. 109 Demonstration: Sub-Equipment .............................................. 110

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Demonstration: Serial Number Delivery ..................................... 111 Demonstration: Create Transfer Order ...................................... 112 Demonstration: Functional Location ......................................... 117 Demonstration: Alternative demonstration of functional location ........ 118 Demonstration: BOM........................................................... 121 Demonstration: Warranties.................................................... 125 Exercise 4: Material serial numbers and equipment ....................... 127

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Lesson: 74

Lesson: Technical Objects in Service

Technical Objects in Service Lesson Duration: 40 Minutes

Lesson Overview This lesson will help you identify various technical objects, such as material serial numbers, an equipment master record, a functional location, bills of material, and types of warranty in Customer Services.

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

Identify the types of technical objects and their hierarchies Identify the functions of material serial numbers Describe an equipment master record Describe a functional location Identify the use of bills of materials Identify a warranty and its types

Explain that technical objects are the most important master data in technical service. In customer service processing, refer to the technical objects. Ensure that the participants understand the fact that service processing without technical objects is also possible. Emphasize that there are four categories of technical objects. You can only name the main differences between each of these categories.

Business Example Your organization has technical systems and devices for which services must be performed. As an employee of your organization, you must be aware of the various technical objects used for Customer Services. Categories of Technical Objects There are four categories of technical objects. List only the main differences between these types. Functional locations are elements in a technical structure representing the areas at which objects can be installed. This technical structure can be based on functional, process-oriented, or spatial criteria.

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Pieces of equipment are individual objects that are considered autonomous units. Serial numbers are materials that can be considered as individual items by assigning a serial number. Assemblies are used to structure functional locations and pieces of equipment extensively. Functional locations, pieces of equipment, and serial numbers can be used as reference objects for service notifications and service orders.

Types of Technical Objects

Figure 31: Types of Technical Objects

There are four types of technical objects: Functional locations are elements in a technical structure and represent the areas of a system at which objects can be installed. You can subdivide technical structures according to functional, process-oriented, or spatial criteria. Pieces of equipment are individual objects that are to be regarded as autonomous units.

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Serial numbers are given to materials to differentiate them from other items. They enable the pieces of material to be regarded as individual items. Inventory management can be carried out for serial numbers. Assemblies are used to structure functional locations and pieces of equipment extensively. These are considered as BOM or items and not as individual items. Functional locations, pieces of equipment, and serial numbers can be used as reference objects for service notifications and service orders. Assemblies can be used only in relation with a piece of equipment or functional location. You can use different types of technical objects individually or as a combination. Serial Numbers Normally, the product’s serial number is used as R/3 serial number. The serial number is a number assigned to an individual material item in addition to its material number. Example: R-1001 (material number) Serial number 4710. It is the combination of material and serial numbers that make the material unique. Serial Number Management Provides the ability to track individual items and manage the inventory for individual units. Serial numbers are tracked throughout different business transactions in Logistics. The serial number profile determines when and where serial numbers can or must be assigned in the Logistics process. It is the serial number profile that identifies a material as being serialized. The profile is defined in customizing and assigned to the material master record in the Sales general plant view of the material.

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Material Serial Numbers

Figure 32: Serial Numbers

A material master record contains all the data required to define and manage a material. This can be used to describe a certain asset or a device category. Notice that it does not enable you to identify individual items of this particular category. For this reason, the system offers you serial number management. Serial numbers enable you to track the individual items for a given material number. This, in turn, enables you to perform inventory management for individual pieces. The combination of material and serial number is always unique. You can assign as many serial numbers to a material number as necessary. The same serial number may occur for different material numbers. The serial number can be used to represent and track the Company’s ownserial numbers or the those of the manufacturer. If no serial number exists, you can use a number of your choice as the serial number.

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When you create master records for serial numbers, it is possible, as of SAP R/3 Enterprise, to use the material master record to ensure that serial numbers and equipment numbers are kept synchronously. •

Serialization of a material enables you to track objects individually.

•

Serial numbers are tracked throughout different business transactions in logistics: – – –

•

All goods movements Sales orders Delivery notes

Serial numbers can be entered as reference objects in: – – – –

Service notifications Service orders Service contracts Maintenance items

Serialization characteristics are controlled by the serial number profile. Each material master record can be assigned to a serial number profile in the plant data. Depending on how the serial number profile has been set, serial numbers are optional or mandatory for goods movements in addition to the material number. This enables you to track the current stock information for each serial number. Notice that you can also specify serial numbers in sales orders and deliveries. For example, the serial number can be created automatically during goods issue for delivery. This produces a serial number master record containing information about the material number, serial number, and customer number. The delivery and goods issue document appear in the serial number history. In service processing for contracts and maintenance items, you can describe the technical objects affected by specifying the respective serial numbers.

Demonstration: Serial Number Profile Purpose To demonstrate serial number profile

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System Data System: Client: User ID: Password: Set up instructions: 1. Logistics → Customer Service → Technical Objects → Material → Display Material: R-1001, Sales General Plant view, Plant 1200, Sales Organization 1000, Distribution Channel 10. Note: The serial number profile is SM01.

Equipment and Serial Number The technical key for the material serial number is the equipment number. An equipment master record is created for each serial number. The serial number profile determines if just the serial number view or all the views of the equipment master record are visible. Stock information identifying the plant, storage location, batch, special stock, or the customer are identified in the “Serial Data” view. Equipment Figure 34 illustrates some examples of what an equipment can represent. A piece of equipment is an individual, physical object where technical services are performed. The equipment number can be internally or externally assigned. An equipment hierarchy can be created by assigning an equipment to a superior piece of equipment. The hierarchy can have an unlimited number of levels. Criteria for Equipment Master Record One of the main issues in an implementation is to determine what objects require equipment master records to be created. If the object to be serviced requires that individual data must be maintained. Breakdown, preventative, or planned service tasks will be performed for the object and the events must be recorded. Technical data for the object must be collected and analyzed over a long period of time. Costs and revenue of service tasks have to be tracked for this object. Records of the installation locations are required for the object. Equipment Master Record

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The equipment master record contains the views: •

General: This view has three categories of data. These are General, Reference, and Manufacturer data. The General category contains information pertaining to the classification, object type, authorization group, weight/dimensions, inventory number, and start up date. The Reference category contains the acquisition value and date information. The Manufacturer data category contains information pertaining to the name of the manufacturer, country of manufacturer, model number, manufacturer’s part number, and manufacturer’s serial number.

•

Location: This view has two categories of data; Location, and Address. The Location category contains information about the location of the equipment such as the Maintenance plant, it’s location, and the work center. The Address category contains the address where the equipment is located. The information in this view is more applicable to plant maintenance than customer service.

•

Organization: This view has two categories of data - Account assignment and Areas of responsibility. The account assignment category contains information about the company code, business area, asset number, cost center, WBS element, standing order number and settlement order number. The Areas of responsibility category contains information identifying the planning plant, planner group, main work center, and catalog profile, which will serve as defaults in service order and service notification.

•

Structure: This view has two categories of data - Structuring and Equipment. The Structuring category contains information that identifies if the equipment is associated with a functional location or a superior equipment. A technical identification number can be referenced as well as a construction type that identifies the material number. The Equipment category contains information that identifies any sub-equipment number(s), which belong to the equipment’s hierarchy.

•

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Sales and Distribution: This view has three categories of data, Sales data, License, and Partner data.


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The Sales data category contains information that identifies the sales organization, distribution channel, division, sales office, and sales group involved in the business transaction. The License category contains the applicable license number associated with the product, such as a software license number. The Partner data category contains the Sold-to-party and the Ship-to-party involved in the business transaction. Additional views can be created for the equipment master record. Examples: Serial data, Warranties, Partners, Configuration, and Classification. In addition, documents, such as technical drawings and schematics, measuring point or counter information and permits relevant to perform work can be identified in the equipment master record. Production resources and tools can also be linked to the equipment master record.

Equipment

Figure 33: Equipment and Serial Numbers

An equipment master record is created for each serial number. Depending on the serial number profile, either only the serial data view is visible or all the views of the equipment master are visible.

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Stock information such as plant, storage location, batch, special stocks, or customer is located in the serial data view. You can also display the serial number history here. You can also find all the documents to which the serial number is assigned here. As of SAP R/3 Enterprise, a function that enables you to install and dismantle pieces of equipment with simultaneous goods movement exists. Using this function, you can execute the following in one step. Dismantle an installed piece of equipment from a piece of equipment or a functional location and simultaneously put it away in a storage location. Alternatively, remove a piece of equipment from storage and install it in a piece of equipment or a functional location. • •

Equipment are defined as independent technical complex fixed asset Equipment can be categorized as: – – – – – – – –

Production resources Means of transport Test and measurement equipment Production resources and tools Customer devices Buildings, property Systems, system parts Vehicles

A piece of equipment is an individual, independent, complex fixed asset at which technical services are performed. Pieces of equipment can be used to show individual objects such as engines, pumps, or vehicles, but can also be used by complete technical systems or components of these systems. The system can automatically assign the equipment number, internal number assignment. Alternatively, this number can be assigned by the user, that is, external number assignment. Despite their independent character, pieces of equipment can also show hierarchies. An equipment hierarchy is created when a piece of equipment is assigned to a superior piece of equipment. The equipment hierarchy can have an unlimited number of levels.

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In addition to direct creation of equipment, automatic creation of equipment master records from sales orders and asset/technical system master records is also supported. •

When do you create a piece of equipment? – – – – –

Management of individual data Recording of service tasks Recording of object-related costs and revenues Evaluation of technical data Recording of usage time

You should always create an equipment master record for a technical object if: • • • • •

Individual data is to be managed for the object. Breakdown, preventive, or planned service tasks are to be performed at an object and must be recorded. Technical data for this object has to be collected and analyzed over a long period of time. The costs and revenues of service tasks have to be tracked for this object. Records of the installation locations are required for this object.

Figure 34: Equipment Master Record

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The equipment master data contains the General, Location, Organization, Structure, and Sales and Distribution views. The General, view includes class, object type, technical data, reference data, and manufacturer data. The Location view includes location data and address. The Organization view includes account assignment and responsibilities. The Structure includes higher-level functional location, higher-level and lower-level equipment, and finally the Sales and Distribution view includes sales area assignment. You can also create the views, Serial data, Warranties, Partners, Configuration, and Classification. The Partners view is used for assignment to internal and external partners, Configuration, the link to a configurable material with characteristic valuation, and Classification, that is used assignment to one or more classes with characteristic valuation, in the equipment master record. You can assign documents, such as technical drawings, measuring points, and counters, to enter service and condition data in the form of measurement documents. You can also assign permits, necessary to perform work on the equipment, and which are copied to service orders for the equipment. Finally, you can define the data that is required to use the equipment as a production resource or tool. You can customize the views for equipment master data.

Demonstration: Create Equipment Master record Purpose To create the equipment master record.

System Data System: Client: User ID: Password: Set up instructions: 1. Create a new equipment master, PC” (partner function SP/AG and SH/WE:customer t-csd00), and show all tabs. Explain that the tabs can be customized. Assign the new equipment to the functional location, TCST00-ADMI.

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Demonstration: Display Equipment Master Record (Additional Demonstrations) Purpose To display the equipment master record.

System Data System: Client: User ID: Password: Set up instructions: 1. Logistics → Customer Service → Technical Objects → Equipment → Display Equipment: T-CSE120 Press Enter Select : General data tab Description: Network Server System Status: INST (installed) Model number: NSV54111 2.

Select Organization tab: Company code: 1000 Main work center: PC-SERVS /plant : 1200 Catalog profile: PC (personal computer)

3.

Select Structure tab: Functional Location: TCST20-ADMI Sub-equipment: T-CSE220

4.

Select Partner tab: Sold-to Party: Customer T-CSD20 (Hitech AG) Person responsible: Person 1504 (Thorsten)

5.

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Select Sales and distribution tab:


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Sales organization: 1000

Demonstration: Equipment Master Record Purpose To demonstrate the steps to create equipment master record.

System Data System: Client: User ID: Password: Set up instructions: 1. Menu path: Logistics → Customer Service → Technical Objects → Equipment → Create Enter: Equipment number EQUI120 Valid on date: Current date Equipment category: S Press Enter Description: Printer 20 Select Organization tab: Planning plant: 1200

Select Partner tab: Function: SP Partner: T-CSD20

Select Sales and distribution tab: Sales organization: 1000 Distribution Channel: 14 Division: 00

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Press Save

Demonstration: Sub-Equipment Purpose To demonstrate the steps to create sub-equipment.

System Data System: Client: User ID: Password: Set up instructions: 1. Menu path: Logistics → Customer Service → Technical Objects → Equipment → Create Enter Equipment EQUI220 Valid on: Current date Equipment category S Reference equipment: EQUI120 Press Enter A dialog box appears. Press the Continue button.

Change description: Printer Control Unit Menu path: Structure → Change Install Loc… A dialog box appears. SuperEquip: EQUI120 Press Confirm Press Save

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Demonstration: Serial Number Delivery Purpose To demonstrate serial number delivery.

System Data System: Client: User ID: Password: Set up instructions: 1. Create sales order: Logistics → Customer Service → Service Processing → Order → Sales Order → Create Order type: OR/TA Sales area 1000/10/00 Customer 1032 PO number: 111 Material R-1001 Qty.: 2 Extras → Technical Objects Note: Do not assign a serial number. Explain: The serial number profile that has been assigned to the material mater record allows a serial number to be added in the sales order, but it is not required. 2.

Create delivery for sales order: Sales document → Deliver Set selection date 10 days into future. Press Enter

3.

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Create a transfer order.


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Demonstration: Create Transfer Order Purpose To demonstrate the steps to create a transfer order.

System Data System: Client: User ID: Password: Set up instructions: 1. Subsequent functions → Create transfer order 2.

Press Yes at the warning message indicating that the delivery has been changed. Do you want to save your data? Warehouse: 010 AdoptPick quantity ’1’ Press Enter

3.

Save transfer order Change delivery and post goods issue → error message Logistics → Customer Service → Service Processing → Order → Customer Repair → Shipping → Outbound Delivery → Change → Single Document. Press Enter Press the Post goods issue button An error log is generated. Note: Explain: The error log is generated because the serial number profile for that material requires that a serial number be added before the post goods issue is performed for the delivery.

4.

Press the green arrow Back icon to exit the error log.

5.

Enter the serial number. Extras → Serial numbers

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Enter the serial numbers, 10044 and 10045 → Press the green check Continue button. A serial number master is created automatically when the post goods issue is performed. Press the post goods issue button. 6.

Display a new serial number master record. Customer Service → Technical Objects → Serial Numbers → Display. Input the material and serial number entered in the delivery and press Enter. Identify the status of the serial number, ECUS, at the customer site. Identify the equipment master record, which was automatically created. Press the History button. To proceed on the Serial Number History screen, follow the menu path: Settings → Color legend. Using the legend identify the delivery document. Press the Continue button and select delivery. Press the Document button to show the information of the Delivery document.

7.

Show the stock overview for the material, R-1001, with link to the serial number list. Logistics → Customer Service → Technical Objects → Material → Stock Overview. Material: R-1001 Plant: 1200 Press the Execute button. Place the cursor on the quantity displayed for the plant, 1200, in the Unrestricted use column. Environment → Equipment/serial no. Double-click any one of the serial numbers and the serial number master record will be displayed. Note: The status of the serial number is “ESTO” in the warehouse.

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Functional Locations Functional Locations are not so important for service as pieces of equipment. Functional Locations The structure is fixed. Structure changes are not recorded as master data time segments. A new function since 4.5 is to create alternative labels and to rename functional locations. A functional location is a multi-level, hierarchical structure that can be structured according to spatial, technical, or functional criteria. Either both the number and labels of a functional location or either of these are always externally assigned. The structure indicator identifies the edit mask or the naming criteria for the location. Equipment master records can be linked to a functional location. Example: The SAP training facility could be a functional location, each classroom could represent another functional location in the hierarchy. Each computer in the classroom could be an equipment which is linked to the functional location for the classroom. Criteria for Functional Locations Explain the need to create a functional location to the participants. Explain that functional locations are very similar to equipment master record. Necessary, if you want to see which pieces of equipment were installed. Master Record for Functional Location The master record for the functional location is nearly the same as an equipment master record. The tabs can be customized like the equipment master record.

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Figure 35: Functional Location

A functional location is a multi-level, hierarchical structure, which can be structured according to spatial criteria, such as workshop, technical criteria, such as production line, or functional criteria, such as heating system. A functional location normally represents an entire system, building, or a part of the system or building. The numbers or labels for functional locations can be structured hierarchically, and organizations can determine the structure according to their internal criteria. The structure indicator determines how the structure is represented by functional location numbers. Number assignment is always performed by the user, which is external number assignment. Equipment can be installed and dismantled at functional locations. The installation times, which means the time intervals, can be reconstructed from the perspective of a functional location (equipment usage periods), as well as a piece of equipment (usage lists).

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You can aggregate key figures from inside a functional location hierarchy in the information system. You cannot do this for equipment hierarchies. •

When do you create a functional location? – –

Performance of service tasks Recording of service tasks

– – –

Data collection over longer periods of time Tracking of costs and revenues Effect of usage conditions on the likelihood of damage to the installed equipment?

You should structure your customer systems with the help of functional locations if: • • • • •

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You want to display your system or operational structures from a functional perspective. Service tasks are to be performed for the individual areas of the system or operational structure, which should be recorded. Technical data is to be collected and evaluated for individual areas of the structure over a longer period of time. The costs and revenues of service tasks are to be tracked for individual areas of the structure. You want to analyze the effect of usage conditions on the likelihood of damage to the installed equipment.


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Figure 36: Master Record for Functional Location

The functional location master record contains the views, General, for class, object type, technical data, reference data, and manufacturer data, Location, for location data and address, Organization, for account assignment and responsibilities, Structure, for higher-level functional location, higher-level, and lower-level equipment, and Sales and Distribution for sales area assignment. You can also create the views, Warranties and Partners, for assignment to internal or external partners, and Classification, for assignment to one or more classes with characteristic valuation, in the master record for the functional location. You can assign documents, such as technical drawings, measuring points and counters, to enter service and condition data as measurement documents. You can also assign the permits necessary to perform work at the functional location and copied to service orders for the functional location. You can customize the views for the functional location master record.

Demonstration: Functional Location Purpose To display a functional location structure.

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System Data System: Client: User ID: Password: Set up instructions: 1. Display functional location structure for 1032. Show installed equipment and show how to install/uninstall it. Install the equipment created before in functional location 1032-LABS-001. 2.

Dismantle an equipment and install it in an another functional location.

Demonstration: Alternative demonstration of functional location Purpose To demonstrate the steps to work with functional locations.

System Data System: Client: User ID: Password: Set up instructions: 1. Menu path: Logistics → Customer Service → Technical Objects → Functional Location → Display Functional Location: TCST20-ADMI Press Enter Select : General data tab Description: Hitech Administration System Status: CRTE (created)

Select Location tab: Address – Street: Corellistr

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Address – Location: 21017 Hamburg

Select Organization tab: Business area: 8000 (External Services)

Select Structure tab: Structure indicator: SERV2 Superior functional location: TCST20 Equi-installation allowed: Yes (marked)

Select Partner tab: Sold-to Party: Customer T-CSD20 (Hitech AG) Select Structure list button: Select levels above and expand whole in order to display the complete object hierarchy. Demonstrate the creation of two new functional locations and set up a small hierarchy.

These are additional functions you can use to structure technical objects. Service Bills of Material Bills of materials can be used for the following purposes: •

• •

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Functional location BOMs: The BOM represents the structure of a functional location. This is particularly useful if there is no equipment installed at the functional location. Equipment BOMs: The BOM represents the structure of a piece of equipment. Material BOMs: The material represented by the BOM is used as a construction type for functional locations, equipments, or as an assembly. BOMs can have any number of levels. Each item of the BOM is assigned to an item category. The item category determines if the item is a stock item, non-stock item, text, or a document.


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Object Hierarchies Figure 43 illustrates how functional locations, equipment, and BOMs can be linked to form a hierarchy to represent complex customer configurations.

Bills of Material

Figure 37: Service Bills of Material

Bills of material can be used for the following purposes: •

• •

•

Functional location BOMs to represent the structure of functional locations. This is useful if pieces of equipment are installed at the functional location. Equipment BOMs to represent the structure of pieces of equipment. Material BOMs: The material represented by the BOM is used as a construction type for functional locations or pieces of equipment, or as an assembly. BOMs can have any number of levels. Notice that each BOM is valid for one or more plants.

Bill of material use defines in which applications, such as production, sales and distribution, plant maintenance, or service, a BOM is used.

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Each BOM item is assigned to an item category: • • •

Stock items for stocked materials Non-stock items for non-stocked materials Free text Documents. For example, drawings.

Demonstration: BOM Purpose To display the material and equipment BOM.

System Data System: Client: User ID: Password: Set up instructions: 1. Display the material BOM for the equipment, t-cse100, plant 1200, usage 4. 2.

Display the equipment BOM for the equipment, 10003542, plant 1200, usage 4. Display the equipment structure for the equipment, 10003542.

Warranty The warranty check works in the same way for both the warranty types.

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Figure 38: Warranty Types

A warranty is a vendor commitment to a purchaser of a product, that the product, or parts of it, fulfill particular requirements for a particular period of time, or for a defined use. If this is not the case, the vendor is committed to replace or repair the product. When a master warranty is created, the warranty type is used to establish whether it is a customer, manufacturer, or vendor warranty. The warranty check is performed in the same way for both types of warranty.

Figure 39: Structure of Master Warranty

Warranties are first created as master warranties, independently of the reference object.

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A master warranty is structured as follows: • •

•

The warranty header contains the warranty type, descriptive text, and the classification option. The warranty items contain the services that are included or excluded in the warranty. The services can be described using a text or service/material number. Warranty counters can be stored for each warranty item. These are validity criteria that are defined as a period or performance counter. The warranty counters can be linked to one another using an AND-link. Both the conditions must be fulfilled or an OR-link must exist, which states that one of the conditions must be fulfilled.

You can assign a master warranty to any number of serial numbers, equipment, and functional locations.

Figure 40: Object-Related Warranty

You can assign a customer master warranty and a vendor master warranty in the master records for the serial number, equipment, or functional location. Information about the dates for the warranty is entered during the assignment. The Valid from date must be entered when an assignment is made to the master warranty. The Valid from and Valid to dates can be entered without assigning a master warranty.

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In the case of warranty, counters that provide information on performance, such as operating hours, distance, a measuring point that has the same characteristic as the warranty counter, must be assigned in the object master record. The inheritance indicator specifies whether the master warranty or warranty period can be inherited from the next highest technical object in the hierarchy level or whether it can be passed on to subordinate objects. Both the inherited warranties and the warranties for the technical object are displayed during inheritance.

Object Hierarchies

Figure 41: Object Hierarchies

Object hierarchies can be represented in the following way: Functional location hierarchies to structure functional locations. Equipment installed at functional locations Equipment hierarchies to structure equipment. BOMs that are directly assigned to the piece of equipment, which is an equipment BOM, or indirectly as a material BOM for the construction type.

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In this example, the piece of equipment, PC, is installed at the functional location, Administration. The functional location, Production, has two subordinate functional locations: Line 1 and Line 2. The piece of equipment Lathe is installed in line 1. The subordinate pieces of equipment, Engine and Hydraulics, belong to the lathe. The lathe has a BOM, which contains the item, Gearbox, and two subordinate items, Shaft and Warehouse. The equipment, Engine, has a BOM with the items, Casing and Carbon. Installations are an alternative way to structure technical objects. You can use installations to create a multilevel structure that consists of installation components, which can be functional locations, pieces of equipment, material numbers, or without serial numbers, documents, or other installations. You have the option to create installations with reference to a sales order item as a copy of the sales order, BOM, or from a serialized assembly.

Demonstration: Warranties Purpose To display warranties.

System Data System: Client: User ID: Password: Set up instructions: 1. Enter the master warranty with two counters, WARRANTY_TIME 1 year OR OPH 5,000 hours.

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2.

Assign the warranty to the equipment created above as a customer warranty. Enter a counter with the characteristic, OPH.

3.

Enter a measurement document.

4.

Display the equipment master and show how the warranty check works by creating a new notification using this equipment as a reference object.


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Exercise 4: Material serial numbers and equipment Exercise Duration: 15 Minutes

Exercise Objectives After completing this exercise, you will be able to: • Display material serial numbers and equipment master records • Describe the contents of material serial numbers and equipment master records • Create equipment master records and construct equipment hierarchies

Business Example Your organization sells technical systems and equipment to a customer. You also provide technical services for these technical objects. In some cases this may involve technical objects that the customer has purchased from other vendors, but on which you are carrying out services.

Task: Displaying material serial numbers You have received a problem notification for the material T-FSN##. You may have to replace the part. 1.

Stock overview Display the stock overview for the material T-FSN##. This will enable you to determine if additional parts are available in your inventory. How much stock in the plant 1200, warehouse 0001, is available for unrestricted use? Which material serial numbers are contained in this stock?

2.

Displaying stock data Display serial number, 2, for the material, T-FSN##. Define the following stock data: Plant: Storage location: Continued on next page

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System status: 3.

Displaying the serial number master record Display serial number, 2, for the material, T-FSN##. Define the following stock data: Plant: Storage location: System status:

4.

A problem has arisen for the equipment with the equipment number T-CSE1##. Display the master record for this equipment. Define the following data:

5.

Description: System status: Type description:

6.

Company code: Main work center: Catalog profile:

7.

Functional location: Lower-level equipment:

8.

Sold-to party: Person responsible:

9.

Sales organization:

10. Create equipment Create a type, S, equipment with the number EQUI1##. Enter the following data: Description:Printer Planning plant:1200 Sold-to party: Customer number T-CSD## Ship-to party: Customer number T-CSD## Sales organization: 1000 Continued on next page

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Distribution channel: 14 Division: 00 Save the equipment master record. 11. Create a type, S, equipment with the number EQUI2##. Enter your equipment, EQUI1##, as a reference. Copy all sub-objects. Change the description to Printer control unit. Assign the equipment to the superior equipment EQUI1## to create an equipment hierarchy. What system status does the equipment have as a result of this installation? Save the equipment master record.

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Solution 4: Material serial numbers and equipment Task: Displaying material serial numbers You have received a problem notification for the material T-FSN##. You may have to replace the part. 1.

Stock overview Display the stock overview for the material T-FSN##. This will enable you to determine if additional parts are available in your inventory. How much stock in the plant 1200, warehouse 0001, is available for unrestricted use? Which material serial numbers are contained in this stock? a)

Stock overview Logistics → Customer Service → Management of Technical Objects → Material → Stock Overview (MMBE)

b)

c)


Values

Material

T-FSN##

Execute Field name or data type

Values

Column “Unrestricted use”

9 pieces

Select the line for the plant or storage location and choose Environment → Equipment/serial no. Serial numbers 2-10 are in stock.

2.

Displaying stock data Display serial number, 2, for the material, T-FSN##. Define the following stock data: Plant: Continued on next page

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Storage location: System status: a)

3.

In the serial number list, select serial number 2 and choose Detail. Field name or data type

Values

Plant

1200 (Dresden)

Storage location

0001 (Warehouse)

System status

ESTO (in stock)

Displaying the serial number master record Display serial number, 2, for the material, T-FSN##. Define the following stock data: Plant: Storage location:


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System status: a)

The problem notification indicates serial number, 1, for this material. Display serial number, 1, for your material T-FSN##. This is not in stock, so choose Entry through the menu. Define the following data: Equipment type: System status: Equipment number: Sold-to party: Display the serial number history and use the delivery document flow to define the number of the sales order with which this item was sold.

b)

c)

d)

4.

Logistics → Customer Service → Technical Objects → Serial Numbers → Display (IQ03) Field name or data type

Values

Material

T-FSN##

Serial Numbers

1

Enter Field name or data type

Values

Equipment category

S (customer equipment)

System status

INST (Installed) ECUS (At customer site)

Equipment

see field content

Sold-to party

Customer T-CSD##

Choose History to define the sales order number. Select the delivery document (brown color) and choose Document. In the delivery overview, choose Document flow. The first sales order document of the type Standard order appears.

A problem has arisen for the equipment with the equipment number T-CSE1##. Continued on next page

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Display the master record for this equipment. Define the following data: a)

b) 5.

Logistics → Customer Service → Management of Technical Objects → Equipment → Display (IE03) Field name or data type

Values

Equipment

T-CSE1##

Enter

Description: System status: Type description: a)

6.


Values

Description

Network server

System status

INST (Installed)

Model number

NSV 54111

Company code: Main work center: Catalog profile: a)

7.

Organization Field name or data type

Values

Company code

1000 (IDES)

Main work center

PC-SERVS (TS Technician North D)/plant 1200

Catalog profile

PC

Functional location:


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Lower-level equipment: a)

8.

Structure Field name or data type

Values

Functional Location

TCST##-ADMI (Hitech administration)

Subordinate equipment

T-CSE2## (modem)

Sold-to party: Person responsible: a)

9.

Partners Field name or data type

Values

Sold-to party

Customer T-CSD##

Person responsible

Personnel number 1504 (Thorsten Schlicker)

Sales organization: a)

Sales Field name or data type

Values

Sales organization

1000 (Frankfurt, Germany)

10. Create equipment Create a type, S, equipment with the number EQUI1##. Enter the following data: Description:Printer Planning plant:1200 Sold-to party: Customer number T-CSD## Ship-to party: Customer number T-CSD## Sales organization: 1000 Distribution channel: 14


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Division: 00 Save the equipment master record. a)

Logistics → Customer Service → Management of Technical Objects → Equipment → Create (IE08) Field name or data type

Values

Equipment

EQUI1##

Equipment category

S

Enter

b)

c)

d)

e)


Values

Description

Printer

Organization Field name or data type

Values

Planning plant

1200

Partners Field name or data type

Values

Role

Sold-to party Ship-to party

Partners

Customer T-CSD##


Values

Sales organization

1000


14

Division

00

Save

11. Create a type, S, equipment with the number EQUI2##. Enter your equipment, EQUI1##, as a reference. Copy all sub-objects. Continued on next page

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Change the description to Printer control unit. Assign the equipment to the superior equipment EQUI1## to create an equipment hierarchy. What system status does the equipment have as a result of this installation? Save the equipment master record. a)

b)

Logistics → Customer Service → Management of Technical Objects → Equipment → Create (IE08) Field name or data type

Values

Equipment

EQUI2##

Equipment category

S

Reference equipment

EQUI1##

Enter In the dialog box, choose Further

c)

d)


Values

Description

Printer control unit

Choose the Structure view and then Change Installation Location. Field name or data type

Values

Superior equipment

EQUI1##

Confirm The installation means the equipment has the system status ASEQ (Allocated To Superior Equipment). Save

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Lesson Summary You should now be able to: • Identify the types of technical objects and their hierarchies • Identify the functions of material serial numbers • Describe an equipment master record • Describe a functional location • Identify the use of bills of materials • Identify a warranty and its types

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Unit Summary

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Unit Summary You should now be able to: • Identify the types of technical objects and their hierarchies • Identify the functions of material serial numbers • Describe an equipment master record • Describe a functional location • Identify the use of bills of materials • Identify a warranty and its types

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Test Your Knowledge

101


Define equipment.

2.

A functional location is created if you want to see the pieces of equipment that were installed. Determine whether this statement is true or false.

□ □

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True False

3.

List the ways in which the object hierarchies can be represented.

4.

State the criteria to create an equipment master record.

5.

State the BOM item assigned to an item category.


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6.

Describe the structure of a master warranty.

7.

Serialization characteristics are controlled by the . Fill in the blanks to complete the sentence.

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Test Your Knowledge

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Answers 1.

Define equipment. Answer: A piece of equipment is an individual, independent, complex fixed asset at which technical services are performed.

2.

A functional location is created if you want to see the pieces of equipment that were installed. Answer: True A functional location is created if you want to see the pieces of equipment that were installed.

3.

List the ways in which the object hierarchies can be represented. Answer: Object hierarchies can be represented in the following way: • • • •

4.

Functional location hierarchies to structure functional locations Equipment installed at functional locations Equipment hierarchies to structure equipment BOMs that are directly assigned to the piece of equipment as an equipment BOM, or indirectly, as a material BOM for the construction type.

State the criteria to create an equipment master record. Answer: An equipment master record for a technical object can be created whenever: • • • • •

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Individual data is to be managed for the object Breakdown, preventive, or planned service tasks are to be performed at an object and must be recorded Technical data for this object has to be collected and analyzed over a long period of time The costs and revenues of service tasks have to be tracked for this object Records of the installation locations are required for this object


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State the BOM item assigned to an item category. Answer: Each BOM item is assigned to an item category: • • • •

6.

Stock items for stocked materials Non-stock items for non-stocked materials Free texts Documents, such as drawings

Describe the structure of a master warranty. Answer: The warranty header contains the warranty type, descriptive text, and the classification option. The warranty items contain the services that are included or not in the warranty. The services can be described using a text, or service/material number. Warranty counters can be stored for each warranty item.

7.

Serialization characteristics are controlled by the serial number profile. Answer: serial number profile

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Participants have an overview of the basics of customer service. They are also aware of the various technical objects, such as equipment. This unit explains the use of service notifications for processing customer requests. You could now explain the creation of a service or sales order from a service notification.

Unit Overview In this unit, you will learn about the components and functions of service notifications. You will also learn the steps to create, process, and complete service notifications.

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

Define the functions of a service notification Identify the types of service notifications Identify a notification structure Identify the structure and the use of catalogs Determine the tasks in service notification Identify the function of a Customer Interaction Center (CIC) Select and process notifications Complete tasks and notifications Identify the types of documents in Customer Service (CS)

Unit Contents Lesson: Service Notifications ..................................................... 145 Demonstration: Simple Notification Processing ............................ 150 Exercise 5: Simple Notification Processing ................................ 151

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Lesson: Working With Service Notifications..................................... 158 Demonstration: Catalogs and Task Determination......................... 167 Demonstration: Object Information (optional) .............................. 167 Demonstration: CIC ............................................................ 168 Demonstration: Notification Processing ..................................... 168 Demonstration: Follow - Up Actions ......................................... 169 Demonstration: Notification Status ........................................... 169 Demonstration: Solution Database........................................... 170 Demonstration: Notification Completion ..................................... 171 Exercise 6: Notification Receipt .............................................. 175 Exercise 7: Notification Processing ......................................... 181 Exercise 8: Notification Completion ......................................... 185

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Lesson: 106

Lesson: Service Notifications

Service Notifications Lesson Duration: 40 Minutes

Lesson Overview In this lesson, you will identify the various functions of service notifications. In addition, you will identify the types of notifications and the different elements of a service notification.

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

Define the functions of a service notification Identify the types of service notifications Identify a notification structure

This is the first lesson where you talk about a service process. The participants have got an overview of customer service and its technical objects. Next, they need to know about customer service notifications. Explain the functions and types of notifications. You can also show them the structure of a service notification and explain the configuration of the notification interface. Simple Notification processing is a quick process in which you can only show one notification screen without any information.

Business Example Your organization receives complaints from its customers regarding the defects that have arisen with their devices. As an administrator, you can use a service notification to record the problems.

Components of Service Notifications The participants know the basics of customer service. Explain the structure of a service notification and the use of notification for processing customer problems. Further, describe the various transactions to create the notifications. Service Notification Functions The notification is an organizational tool that helps us processing the customer problems.

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Notification Types Explain that there are different transactions to create these notifications. Notification Structure One disadvantage of the notification is that is has only one reference object. Notification tasks are similar to order operations: “who does what”. The difference is that tasks are only an organizational tool to determine tasks to be done. Order operations are a planning tool with functions as costing and creating capacity requirements. Notification Interface All these definitions can be set up in customizing.

146

• • • •

The customer calls and reports a problem. A helpdesk employee records the problem. If the employee cannot solve the problem, he or she then forwards it. The case is completed once the problem has been solved.

• •

Entry of incoming customer service requests. Access to information on:

• • • •

– Customer – Object – Contracts – Warranties Initiation and monitoring of follow-up actions. Technical completion confirmation of services (back reporting). Description of a serviceable item’s condition. Documentation.


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The person entering the notification can display the following information: • • • •

•

Customer/contact person master record. Sales summary. Technical reference object master record. Structure of the technical reference object with superordinate/subordinate objects. Object information screen: Dialog box that contains additional information about the technical reference object, such as planned dates, key figures, last notifications, last open order, contract data, and classification. Guarantee information for the technical reference object.

•

Problem notification

•

– The customer requests a service. Activity report

•

– Entry of a service activity after the service has been performed. Service request

•

– General request for a service task. Other types can be freely defined

•

In the standard system, the following service notification types are available: • •

•

Problem notification: The customer requests a service by phone, fax, or letter. Activity report: A service activity that has already been performed, and the related technical findings are entered in the system. This is particularly important when confirming service orders. Service request: The customer requires a service. A sales executive or service technician enters this requirement in the system. The service request is similar to the problem notification.

Other notification types can be defined as required in Customizing. The screen layout and reference objects can be determined individually for each notification type.

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Figure 42: Notification Structure

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A service notification can consist of the following elements: •

•

•

•

The notification header is always available and contains data for the customer and contact person. It also contains additional partner information, such as the employee responsible. Here you can enter a technical reference object, such as a functional location, piece of equipment, material serial number, and assembly, to which the notification indicates. The description of the problem is entered in the short and long texts. The execution data contains the notification priority, deadlines, and information about the department responsible for processing the notification. Any number of notification items can be assigned to the notification header. They are used to give an exact description of the problem that has occurred by specifying the object part, damage, and cause of damage by selecting a code from the corresponding catalog. You can also perform classification here. Tasks describe the activities that must be performed to solve the customer’s problem. They can be assigned directly to the notification header or to the individual items. The task status indicates whether the tasks are outstanding, released or already completed. You can also specify deadlines and the person responsible for executing the task. Similarly, activities can be assigned directly to the notification header or to items. They are used to enter and describe the activities performed for the notification.

Figure 43: Notification Interface

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You can configure the notification interface individually for each notification type. The tab pages and screen areas (subscreens) for each tab page are defined here. You can freely define the labels and symbols for the tab pages. You can assign up to five screen areas in any sequence on each tab page. You can define an action box for each notification type. The system calls up function modules using activities in the action box. An automatically generated notification task or notification activity documents the fact that an activity was performed.

Demonstration: Simple Notification Processing Purpose To demonstrate the steps for simple notification processing.

System Data System: Client: User ID: Password: Set up instructions: 1. Create Problem Notification (type S1). Explain the screen elements.

150

2.

Search for the customer, 1032, (in the city ’muenchen’) and select it. Select the contact person. Select the equipment, 10003552. Enter the notification item data. Complete the notification.

3.

Further, you can demonstrate how to work with tasks and activities and explain the object info.

4.

Show how the notification type, S4, appears.


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Exercise 5: Simple Notification Processing Exercise Duration: 10 Minutes

Exercise Objectives After completing this exercise, you will be able to: • Create and complete service notifications

Business Example Customers call your help desk and report the problems that have arisen with their devices or technical assets. You use a service notification to record the problems. You may be able to solve a part of the problem over the telephone.

Task 1: Creating a problem notification 1.

Call the transaction Notification – Create (Special) – Problem Notification.

2.

Maintain the user default values Most customer calls are handled by the same parts of your organization. To make your work easier, choose Default values and enter this data as default values for notifications and service orders. Business area: 8000 Planning plant: 1200 Sales organization: 1000 Distribution channel: 14 Division: 00 Save the default values. Leave the transaction without saving and call the transaction again so that the default values are effective.

3.

Your customer informs you that the modem has a transmission problem. Create a service message (message type: problem notification) and describe the problem in the notification short text.

4.

Which notification number is assigned by the system? Continued on next page

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5.

Use the search help Customers (general) with the search term HITECH-## to find the Sold-to party. Select your customer with the number T-CSD## from the list.

6.

Choose Contact person address and select a contact name from the list.

7.

Use the search help category Equipment by customer (operator) to search for the corresponding Equipment. Copy it to the notification as the reference object.

8.

In the first notification item, select damage and a cause code.

9.

You and your customer solve the problem together on the telephone. This completes the notification. Confirm the defaulted reference time.

Task 2: Creating an alternative type of notification 1.

The same customer T-CSD## calls once again and informs you that there is a problem with PC disk space. Create a type S4 service notification.

2.

Which notification number is assigned by the system?

3.

Enter a suitable short text. Enter your customer T-CSD## as the sold-to party. Enter serial number 1 and material number T-FSN## as the reference object. Enter a long text in the screen area Material.

4.

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Save the notification.


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Solution 5: Simple Notification Processing Task 1: Creating a problem notification 1.

Call the transaction Notification – Create (Special) – Problem Notification. a)

2.

Logistics → Customer Service → Service Processing → Notification → Create (Special) → Problem Notification (IW54)

Maintain the user default values Most customer calls are handled by the same parts of your organization. To make your work easier, choose Default values and enter this data as default values for notifications and service orders. Business area: 8000 Planning plant: 1200 Sales organization: 1000 Distribution channel: 14 Division: 00


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Save the default values. Leave the transaction without saving and call the transaction again so that the default values are effective. a)

Default Values Field name or data type

Values

Business area

8000

Planning plant

1200


Values

Sales organization

1000


14

Division

00

Save Continue End No 3.

Your customer informs you that the modem has a transmission problem. Create a service message (message type: problem notification) and describe the problem in the notification short text. a)

4.

Logistics → Customer Service → Service Processing → Notification → Create (Special) → Problem Notification (IW54) Field name or data type

Values

Notification short text

Modem data transfer problem

Which notification number is assigned by the system? a)

Notification number: See Notification.


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5.

Use the search help Customers (general) with the search term HITECH-## to find the Sold-to party. Select your customer with the number T-CSD## from the list. a)

6.

Values

Sold-to party

T-CSD##

Choose Contact person address and select a contact name from the list. a)

7.


Choose Contact person address. To select a contact person, call up the search help in the field Contact persons.

Use the search help category Equipment by customer (operator) to search for the corresponding Equipment. Copy it to the notification as the reference object. a) Field name or data type

Values

Equipment

T-CSE2##

Choose Enter to confirm the notification. 8.

In the first notification item, select damage and a cause code. a)

9.

In the first notification item, select damage and a cause code. Code groups and code is copied to the notification using the search help.

You and your customer solve the problem together on the telephone. This completes the notification. Confirm the defaulted reference time. a)

Complete In the dialog box, choose Continue.

Task 2: Creating an alternative type of notification 1.

The same customer T-CSD## calls once again and informs you that there is a problem with PC disk space.


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Create a type S4 service notification. a)

Logistics → Customer Service → Service Processing → Notification → Create (General) (IW51) Field name or data type

Values

Notification type

S4

Enter 2.


3.


Enter a suitable short text. Enter your customer T-CSD## as the sold-to party. Enter serial number 1 and material number T-FSN## as the reference object. Enter a long text in the screen area Material. a)

4.

Values


Disk space problem

Sold-to party

T-CSD##

Serial Numbers

1

Material

T-FSN##

Subject - longtext

Enter precise problem description

Save the notification. a)

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Lesson Summary You should now be able to: • Define the functions of a service notification • Identify the types of service notifications • Identify a notification structure

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Working With Service Notifications Lesson Duration: 50 Minutes

Lesson Overview In this lesson, you will learn about catalogs and code groups. You will also learn about determining tasks in service notifications. In addition, you will define the role of CIS in processing customer calls. You will also learn how to select and process notifications. You will learn how to assign status to notifications. You will also define the types of documents used in customer service.

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

Identify the structure and the use of catalogs Determine the tasks in service notification Identify the function of a Customer Interaction Center (CIC) Select and process notifications Complete tasks and notifications Identify the types of documents in Customer Service (CS)

Participants are now aware of the structure and types of service notifications. You can take them through a guided tour of notification processing with CIC and tell them about the actions that have to be followed up for service notifications. Also discuss the main documents in CS.

Business Example An organization creates service notifications based on the complaints from its customers regarding defective items. Next, it needs to process the notifications and search for solutions to customer problems.

Creating Service Notifications The participants have understood the need for a service notification. Next, explain the process to create such notifications with detail data. Service Notification: Task Determination

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Lesson: Working With Service Notifications

This is a very simple procedure. If you want to have a task determination with criteria like equipment or damage code, you can use customer exit ICSV0002.

Figure 44: Catalogs

In catalogs, code groups are combined from a content point of view. Depending on the notification type, you can access catalogs for object parts, damage and causes of damage, tasks, activities, and coding in the notification. In code groups, codes are combined according to related contents. For example, damage to vehicles, pumps, and engines, or mechanical damage, electric damage. Codes are used to describe a particular type of damage or an activity. You can use the catalog profile to ensure that only a limited number of code groups appear. The catalog profile is determined by the piece of equipment, functional location, material number, or notification type.

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You can evaluate the codes entered in the notification in aggregated form, in the information system. • •

When a service notification is entered, the tasks to be performed can be determined and proposed by the system. The response profile controls:

•

– Which tasks are proposed – By when these tasks must be completed The service profile controls: –

Within which service times these tasks are to be processed

The system can propose the tasks to be performed when you enter or process a notification. The response profile, to which the notification type is assigned, defines which tasks are determined. The priority type you have specified can also influence the tasks determined by the system. The system proposes a finish date for each task that it determines from the response time. You can also define a proposal for the person responsible to perform the tasks in the response profile. The service times to process the tasks are defined in the service profile to which the notification type is assigned. The response times are calculated within these service times. If the service notification is assigned to a service order, the response and service profiles can be determined from the configuration of the outline agreement item. •

Computer Telephony Integration (CTI):

•

– Link between the R/3 system and telephony software Customer Interaction Front Office: – – – –

160

Screen for the person responsible Telephony control per mouse-click Support functions for call processing Call of follow-up transactions


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The Customer Interaction Center (CIC) is used to: • •

Make incoming calls available to the person responsible for processing. Support the further processing of contacts through different business processes.

The connection of external Computer Telephony Integration (CTI) software occurs using the Basis application component, SAPphone. Notice that the SAPphone allows the full scope of telephony operations and controls between the front office application and CTI, such as conference calls, transfer calls, consultation calls, and callbacks. You can customize the Front Office screen to a large degree, and adapt it to your business processes and the capabilities of the individual processor. In this way, different types of Call Centers can be represented. The mySAP Customer Relationship Management (CRM) solution offers a CIC with enhanced functions. From this CIC, you can choose any functions of the component CS.

Figure 45: Notification Processing with CIC

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Service Notifications are processed with CIC in the following way: • • •

The CIC informs the person responsible that a call is waiting. The processor accepts the call. The telephone number of the caller determined by the telephony software enables the customer and contact person to be identified. If the customer reports a problem that cannot be solved immediately, the person responsible creates a service notification from the call using the action box. This enables the information regarding the customer and the contact person to be transferred to the service notification and defined as the default data there. The problem and further action are described in the service notification. After saving the notification, the responsible processor returns to the Front Office screen. Here, the responsible processor can call up further transactions or end the call.

Processing Service Notifications Follow-up Actions for Service Notification Emphasize that a service order and a customer order are not linked together. Normally, you get one billing for the service order and one for the customer order. Status of Notifications and Tasks The status information is very important for notification processing. You can see on the first glance what has happened with the notification. Solution Database

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SDB is a new function in release 4.6 you can use with any notification, in CIC or stand-alone. It is also available in SAP CRM. •

Why?

•

– Searching for a particular notification – Processing several notifications at once – Limiting the work list Scope

•

– Notifications – Notification items – Tasks – Activities Options – – – –

Field selection Selection conditions Sorting Monitor

There are many reasons why the system should support you when you select service notifications, tasks, items, and activities: • • • •

You want to change or display a particular notification, but do not know its number. You want to change or display several notifications that have certain characteristics. You want to perform particular functions simultaneously for several notifications that have certain characteristics. You want to obtain an overview of all the notification tasks, items, or activities that meet certain criteria.

The system provides the following options: • • •

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Field selection: Display of the most important fields in the list. Options to select and sort based on the field contents displayed. Monitor for notifications with easy-to-understand symbols (traffic light colors). In the lists of notifications, a traffic light symbol can be displayed by selecting Monitor. This symbol provides information at a glance. The information monitored can be priority, desired start and end dates for the notification or task.


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Figure 46: Follow-up Actions for Service Notification

A service order and a sales order can be generated directly from a service notification. For example, a sales order for the delivery of spare parts. You can access the notification from the service or sales order. When you save the notification, the system also saves the service and sales order. The order numbers are recorded in the notification. The document flow shows all the documents belonging to a business transaction. When you create a service order, the notification has the system status “Notification assigned to order”. When you create a sales order, it has the system status, “Sales order assigned”.

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Figure 47: Status of Notifications and Tasks

Service Notifications or tasks can have any of the following status: •

Additional notification status

•

– Outstanding tasks – Service order assigned – Sales order assigned – All tasks completed Task status – – – –

Outstanding Released Completed Successful

The system status is assigned automatically for certain activities. The system status indicates the current status of a notification or task. A notification can have several status at the same time. The system status imposes certain processing restrictions. For example, you are not allowed to complete a notification if there are tasks outstanding.

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If the system status available do not suffice, you can also define individual user statuses. You then define the dependent restrictions for these user statuses. You can set the user statuses for notifications and tasks.

Figure 48: Solution Database

The solution database is an application you can use to save problem symptoms and solutions, link them with one another, and call them up. The database can be used for different kinds of problems. The solution database contains symptoms, solutions, and references. Solutions and symptoms are linked with one another using references. A change in a product or system, which represents a malfunction, is described as a “symptom” . You can describe symptoms using free text, code catalog attributes for problem codes, causes of problems, and problem locations, configured attributes, priorities, and status. Symptoms can be linked with any number of business objects, such as products, equipment, or an installed base. Symptoms are saved in the solution database together with solutions and linked to the solutions. An activity that eliminates a symptom is described as a “solution” . You can describe solutions using free text, tasks that must be executed, and appendices that support and explain the problem solution. The search is supported by a search engine and offers both text retrieval and an attribute search based on catalog contents.

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Demonstration: Catalogs and Task Determination Purpose To demonstrate the steps to display catalogs and determine task.

System Data System: Client: User ID: Password: Set up instructions: 1. Change one of the notifications created earlier. 2.

Show item overview with catalog selection for damages, object parts, and causes. Demonstrate multiple code selection. Show the tab, reference object (additional data 1), with coding. Show Extras → Settings → Catalog profile

3.

Determine tasks and show task overview. Describe how the tasks and task dates are determined.

Demonstration: Object Information (optional) Purpose To demonstrate warranty check and object information.

System Data System: Client: User ID: Password: Set up instructions: 1. Create Problem notification for customer, 1171. 2.

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Change your user default values.


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3.

Search for the equipment, 10003562, (through functional location structure for Floc 1171-ADMI-0001). Display the object information with notification and order history.

4.

Create another notification with the equipment ’pump’, you created in the unit, ’Technical Objects’. Show the warranty check and the object information with contract data and classification data.

Demonstration: CIC Purpose To demonstrate CIC.

System Data System: Client: User ID: Password: Set up instructions: 1. Call up CIC front office. Caution: Do not forget to make the necessary system preparations, as mentioned in the beginning of this document. 2.

Choose Inwait and enter ANI 0891210589, DNIS 0800-123456. Display customer and contact person.

3.

Create a service notification.

4.

Return to CIC, display service notification and end contact.

Demonstration: Notification Processing Purpose To demonstrate the processing of notifications.

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System Data System: Client: User ID: Password: Set up instructions: 1. Notification and task list editing: selection, monitor, and changing the display variant.

Demonstration: Follow - Up Actions Purpose To demonstrate follow-up actions for service notifications.

System Data System: Client: User ID: Password: Set up instructions: 1. Create a new notification (customer t-csd00 and equipment t-cse100) and create a sales order directly from the notification. 2.

Create another notification and demonstrate the “For advance shipment” functionality.

Demonstration: Notification Status Purpose To demonstrate the status of notifications.

System Data System: Client: User ID: Password:

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Set up instructions: 1. Demonstrate the status information for the notification and for tasks. Use the notification you already created, enter some tasks and complete the tasks and the notification.

Demonstration: Solution Database Purpose To demonstrate solution database.

System Data System: Client: User ID: Password: Set up instructions: 1. Create a new notification with one item. Use the different catalogs to enter some specific information. Demonstrate the solution database and explain the possibility to generate tasks from a solution. 2.

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Further on, you can demonstrate how to print the notification.


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Completing Service Notifications Notification Completion Activities are not relevant for costing and billing. In course PLM335, you can learn how to customize notifications.

•

Tasks

•

– Status “completed” – Optional: Status “Successful” Activities

•

– What was done Complete notification – –

Set reference time Notification can no longer be changed

All notification tasks must be set to the status, “completed”, before the notification can be completed. If this has been done, the system status of the notification is set to “All tasks completed” The task status, “successful”, can also be set if a customer has entered a completion confirmation for the notification. The activities performed are documented using notification activities. These activities are not cost-relevant. You can enter the reference time when completing the notification. The reference time is the date and the time that the notifications were stored in the history. You can no longer change the notification once it has been completed. The function, Put in process again, enables you to revoke the completed status.

Demonstration: Notification Completion Purpose To demonstrate completion of a notification.

System Data System:

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Client: User ID: Password: Set up instructions: 1. Select your notifications through list editing. 2.

Try to complete a notification with outstanding tasks. Show the error message detail info. Complete the tasks, enter activities, and complete the notifications.

3.

Try to change notification again and show how to put it in process again.

Documents in Customer Services Documents in CS This is an overview of the main documents in CS with the most important criteria. In most service processes, you need more than one document to cover the whole process. There are various options to combine these documents.

Figure 49: Documents in CS

The service notification is used to enter and process customer inquiries and problems. The service order is the planning tool for work that is performed for the customer.

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The sales order contains an agreement with the customer regarding the delivery of certain goods or the performance of certain work. In sales orders, you use the item type to define (at item level) if the item is a cost collector, and whether or not it is relevant for delivery/billing. The customer repairs order is a special form of sales order and is used for returns and repairs processing. You can generate service orders from the customer repairs order to plan repair work. These documents can be combined in different ways to support and represent service processes.

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Exercise 6: Notification Receipt Exercise Duration: 10 Minutes

Exercise Objectives After completing this exercise, you will be able to: • Create service notifications with detail data

Business Example A customer calls and reports a problem. You record the problem, but cannot solve it yourself. As a result, further action is required.

Task: Creating a service notification 1.

An employee working for your customer T-CSD## calls and informs you that the network server is crashing frequently. Create a service notification (notification type Problem notification).

2.


3.

Enter a suitable problem description in the notification short text. Enter your customer T-CSD## as the sold-to party.

4.

Choose Contact person address. The caller is not yet recorded as the contact partner, so create a new contact person for the customer.

5.

Enter the Equipment T-CSE1## as the reference object.

6.

Call up the structure list and copy the material number for the hard disk to the Assembly field.

7.

Display the Object information. Display the equipment master record. Return to the notification screen.

8.

Set the priority as very high. Use Enter to confirm and redetermine the dates. Note the Desired end that the system proposes.

9.

Choose Items and enter two notification items with codes for Object part and Damage.

10. Select the first item and choose Causes. Enter two causes of damage for the first item. Continued on next page

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11. Choose Determine tasks. Choose Continue to confirm the information. 12. Which tasks with which planned end dates does the system default? 13. Enter the personnel number 1502 as the person responsible for the second task. 14. Display the notification structure. 15. Save the notification.

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Solution 6: Notification Receipt Task: Creating a service notification 1.

An employee working for your customer T-CSD## calls and informs you that the network server is crashing frequently. Create a service notification (notification type Problem notification). a)

2.


3.

Logistics → Customer Service → Service Processing → Notification → Create (Special) → Problem Notification (IW54) Notification number: See Notification.

Enter a suitable problem description in the notification short text. Enter your customer T-CSD## as the sold-to party. a)

4.


Values


System breakdown

Sold-to party

T-CSD##

Choose Contact person address. The caller is not yet recorded as the contact partner, so create a new contact person for the customer. a)

Choose Contact person address and then Create contact person. Enter the contact data and choose Save.

5.

Enter the Equipment T-CSE1## as the reference object. a) Field name or data type

Values

Equipment

T-CSE1##


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Call up the structure list and copy the material number for the hard disk to the Assembly field. a)

Structure list Select the material number R-1160 and then Choose.

7.

Display the Object information. Display the equipment master record. Return to the notification screen. a)

Object information Display the reference object Back Continue

8.

Set the priority as very high. Use Enter to confirm and redetermine the dates. Note the Desired end that the system proposes. a) Field name or data type

Values

Priority

Very high

Enter Yes 9.

Choose Items and enter two notification items with codes for Object part and Damage. a)

Items Enter two notification items with codes for Object part and Damage.

10. Select the first item and choose Causes. Enter two causes of damage for the first item. a)

Select the first item and choose Causes. Enter two causes of damage for the first item.

11. Choose Determine tasks.


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Choose Continue to confirm the information. a)

Define tasks Continue Tasks (notification header level)

12. Which tasks with which planned end dates does the system default? a)

The system determines two header tasks: Call customer back and Send technician onsite. You can see the planned end dates when you move the task list to the right.

13. Enter the personnel number 1502 as the person responsible for the second task. a) Field name or data type

Values

2. Task: Person responsible

Personnel number 1502

14. Display the notification structure. a)

Goto → Notification Structure Continue

15. Save the notification. a)

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Save


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Exercise 7: Notification Processing Exercise Duration: 10 Minutes

Exercise Objectives After completing this exercise, you will be able to: • Use list editing to select notifications and tasks • Put notifications in process and print them • Work with the Solution Database

Business Example The help desk employees have created an overview of notifications to be processed. You process the notifications and search for solutions to customer problems.

Task: Selecting and processing service notifications 1.

Notification list editing You want to change a service notification that you created for the network server breakdown. You use list editing to do this. Call up list editing for the notifications to be changed. Select all the open notifications from yesterday to today. Display the Ref. field monitor according to the required start and end date for the notification.

2.

Add the field Created by to the list to find the notifications you have created. Sort the list in ascending order according to this field.

3.

Change the notification for the network server breakdown. There may be a solution to the customer problem in the solution database, so in the action box, choose Solution database. Use the data from the notification to search for the symptoms and the corresponding solutions. Copy the first solution that you find. What happens when you copy the solution? Continued on next page

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4.

Set the notification to in process and print the notification papers.

5.

Display the print output on the screen.


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Solution 7: Notification Processing Task: Selecting and processing service notifications 1.

Notification list editing You want to change a service notification that you created for the network server breakdown. You use list editing to do this. Call up list editing for the notifications to be changed. Select all the open notifications from yesterday to today. Display the Ref. field monitor according to the required start and end date for the notification. a)

Notification list editing Logistics → Customer Service → Service Processing → Notification → List Editing → Change (IW58) Field name or data type

Values

Notification status

Outstanding

Notification date - from

Yesterday’s date

Ref. field monitor

2

Execute 2.

Add the field Created by to the list to find the notifications you have created. Sort the list in ascending order according to this field. a)

In the list, choose Current... In Column set, click Column Name to sort the fields. Select the field Created by and choose Show selected fields. Choose Copy. Select the new column and choose Sort in ascending order.

3.

Change the notification for the network server breakdown. There may be a solution to the customer problem in the solution database, so in the action box, choose Solution database. Use the data from the notification to search for the symptoms and the corresponding solutions. Continued on next page

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Copy the first solution that you find. What happens when you copy the solution? a)

Select your notification and choose Details. In the action box, choose Solution database. In the dialog window, choose Enter to confirm the search terms. In the next dialog window, select the appropriate symptoms and then choose Refine search for solutions linked to the selected symptoms. Select the first solution and choose Link the selected solutions. Additional notification tasks are created on the basis of the solutions that have been assigned.

4.

Set the notification to in process and print the notification papers. a)

5.

Display the print output on the screen. a)

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In the notification, choose Put in process and then Print. Choose System → Own spool requests and click SAPscript (OTF) for the spool request.


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Exercise 8: Notification Completion Exercise Duration: 10 Minutes

Exercise Objectives After completing this exercise, you will be able to: • Complete notification tasks • Enter notification activities • Complete notifications

Business Example When you have solved the customer problems, you document the way they were solved. The cases are closed.

Task: Selecting and completing service notifications 1.

Call up list editing for the service notifications to be changed. Select all notifications that you created that are open and in process from yesterday to today.

2.

Call the detailed screen for the notification “network server crash”.

3.

Set the tasks to completed. Choose Activities and select two notification activities. Complete the notifications. Confirm the defaulted reference time.

4.

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Complete your second notification directly in the list.


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Solution 8: Notification Completion Task: Selecting and completing service notifications 1.

Call up list editing for the service notifications to be changed. Select all notifications that you created that are open and in process from yesterday to today. a)

Logistics → Customer Service → Service Processing → Notification → List Editing → Change (IW58) Field name or data type

Values

Notification status

Outstanding, In process

Notification date-from

Yesterday’s date

Created by

Your username

Execute 2.

Call the detailed screen for the notification “network server crash”. a)

3.

Select the notification and choose Details.

Set the tasks to completed. Choose Activities and select two notification activities. Complete the notifications. Confirm the defaulted reference time. a)

Tasks Select all tasks and choose Complete. Activities Select two activities. Choose Complete and then Enter to confirm the dialog box.

4.

Complete your second notification directly in the list. a)

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Select your second notification and choose Complete.


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Lesson Summary You should now be able to: • Identify the structure and the use of catalogs • Determine the tasks in service notification • Identify the function of a Customer Interaction Center (CIC) • Select and process notifications • Complete tasks and notifications • Identify the types of documents in Customer Service (CS)

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Unit Summary

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Unit Summary You should now be able to: • Define the functions of a service notification • Identify the types of service notifications • Identify a notification structure • Identify the structure and the use of catalogs • Determine the tasks in service notification • Identify the function of a Customer Interaction Center (CIC) • Select and process notifications • Complete tasks and notifications • Identify the types of documents in Customer Service (CS)

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Test Your Knowledge

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is the dialog box that contains additional information about the technical reference object. Fill in the blanks to complete the sentence.

2.

Define Activity report.

3.

Only a limited number of notification items can be assigned to the notification header. Determine whether this statement is true or false.

□ □

True False

4.

Define the role of catalog profile.

5.

Define the role of a service profile in task determination.

6.

The connection of external Computer Telephony Integration (CTI) software occurs using the Basis application component, . Fill in the blanks to complete the sentence.

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7.

What is the function of SAPphone?

8.

Define the two types of orders that can be created from service notification and explain the status of the notification in case of each type.

9.

Define reference time in the context of notification completion.

10. List the types of documents used in Customer Service.

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Answers 1.

The Object information screen is the dialog box that contains additional information about the technical reference object. Answer: The Object information screen

2.

Define Activity report. Answer: The activity report is a service activity that has already been performed. The related technical findings are entered in the system. It is important when confirming service orders.

3.

Only a limited number of notification items can be assigned to the notification header. Answer: False Any number of notification items can be assigned to the notification header.

4.

Define the role of catalog profile. Answer: The catalog profile is used to ensure that only a limited number of code groups appear. It is determined by the piece of equipment, functional location, material number, or notification type.

5.

Define the role of a service profile in task determination. Answer: The service times for processing the determined tasks are defined in the service profile and the notification type is assigned to this service profile.

6.

The connection of external Computer Telephony Integration (CTI) software occurs using the Basis application component, SAPphone. Answer: SAPphone

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7.

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What is the function of SAPphone? Answer: The SAPphone allows the customer the full scope of telephony operations and controls between the front office application and CTI, such as conference calls, transfer calls, consultation calls, and callbacks.

8.

Define the two types of orders that can be created from service notification and explain the status of the notification in case of each type. Answer: The two types of orders that can be created are the service order and the sales order. When a service order is created, the notification has the system status, “Notification assigned to order”, and when a sales order is created, it has the system status, “Sales order assigned”.

9.

Define reference time in the context of notification completion. Answer: Reference time can be entered when completing the notification. It signifies the date and the time when notifications were stored in the history.

10. List the types of documents used in Customer Service. Answer: The types of documents that are used in Customer Service are service notification, service order, and sales order.

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Participants have an overview of service notifications and the basic concepts of customer service. Explain the components and the functions of a service order. List the steps to process service orders. Describe the use of service orders for planning, managing, executing, documenting, and settling service tasks to the participants. Also, explain the participants how the customer must be billed for a service order and the procedure to technically complete a service order.

Unit Overview In this unit, you will learn the functions and contents of service orders. You will learn how to generate a service order from a notification and perform a process flow for a simple order. You will also be able to list the options to plan operations and process orders. Further, you will learn how to print orders and confirm order completion. Finally, you will learn to perform resource-related billing for service orders.

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

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Identify the components of service orders Identify the steps to process a simple order Identify the planning order operations and components Create service quotations Perform service orders Confirm and bill service orders Complete service orders


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Unit Contents Lesson: Processing Service Orders .............................................. 195 Demonstration: Simple Order Process Flow................................ 199 Demonstration: Order Creation Options..................................... 212 Demonstration: Internal Operations.......................................... 213 Demonstration: Shift Planning ................................................ 214 Demonstration: External Service ............................................. 215 Demonstration: Component Planning ....................................... 215 Demonstration: Quotation ..................................................... 218 Demonstration: List Editing ................................................... 225 Demonstration: Printing an Order ............................................ 225 Demonstration: Paging ........................................................ 226 Demonstration: Time Confirmation........................................... 231 Demonstration: Activity Confirmation ........................................ 231 Demonstration: Material Confirmation ....................................... 232 Demonstration: Technical Completion ....................................... 232 Demonstration: Service Order Billing ........................................ 236 Demonstration: Service Product.............................................. 237 Demonstration: Warranty Processing........................................ 237 Demonstration: Cost Analysis ................................................ 240 Demonstration: Settling an Order ............................................ 241 Demonstration: Order Completion ........................................... 241 Exercise 9: Simple Order Processing........................................ 243 Exercise 10: Order Entry and Planning...................................... 251 Exercise 11: Order Processing ............................................... 265 Exercise 12: Order Confirmation ............................................. 269 Exercise 13: Billing ............................................................. 279 Exercise 14: Order Completion............................................... 285

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Lesson: 148

Lesson: Processing Service Orders

Processing Service Orders Lesson Duration: 50 Minutes

Lesson Overview In this lesson, you will learn the functions of a service order. You will be able to identify the structure of a service order. You will also learn the steps involved in the processing of a simple service order. Further, this lesson will help you identify how to work with service orders, plan order operations, and create service quotations. In addition, you will be able to perform and confirm service orders. Finally, you will be able to complete service orders.

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

Identify the components of service orders Identify the steps to process a simple order Identify the planning order operations and components Create service quotations Perform service orders Confirm and bill service orders Complete service orders

Participants have learned about service notifications. Next, explain the basic components and the functions of a service order. List the steps to process service orders. Explain the value flow and the differences between the order types. Examine the process to confirm and bill service orders. Finally, describe the completion of service orders.

Business Example An organization receives a complaint from one of its customers. It needs to send a technician to the customer to solve the problem. The technician needs some document to work on to rectify the problem. For this purpose, a service notification with a service order is created. As an employee of the organization, you must know how the work is documented and an invoice created to solve the problem.

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Simple Order Processing Service Order Functions Name the main differences between a service order and a notification: planning tool, costing, relevant for billing. Structure of Service Order In this topic, you show only the order header and the first operation. Process Flow for Simple Order Change between the system demo and figure 53. In course PLM335, you can learn how to customize service orders.

•

Planning

•

– Description – Resources – Deadlines Execution

•

– Shop papers – Work progress documentation – Confirmation Settlement – –

Internal External

The service order contains the following functions: Planning services, such as repair, servicing, inspection activities, installation, and modification: • • •

196

Description of work to be performed. Resource planning: Internal and external employees, materials, and tools. Scheduling for execution.


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Support of execution and monitoring: • • • •

Printout of order papers that contain the information relevant for execution. Transfer of order data to hand-held devices. Documentation of work progress using activity reports and completion of operations. Confirmation of times, material withdrawals, goods receipts, and billing documents.

Settlement of expenses incurred as a result of the order: • •

Internal: Settlement of costs and revenues to controlling objects or to a contract. External: Billing of expenses to a customer.

Figure 50: Structure of Service Order

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A service order is structured as follows: •

Order header with description (short and long text), status information, customer and address data, service data, such as service product, areas of responsibility, dates, and entry of a reference object. The header data also includes cost and revenue data, partner data, and the object list. The order contains one or more operations. The operations are the individual steps to be executed by internal or external employees. If a more extensive structure is required, one or more suboperations can be created for each operation.

•

Components can be assigned to each operation. Components consist of stock or non-stock materials that are required to execute the work. Production resources or tools that are required for the work to be executed are also assigned to the operation. In the cost overview, you can enter and display the estimated costs planned costs, actual costs, and actual revenues for the entire order. In the partner overview, you can maintain additional internal and external partners, such as the responsible employees, for the order.

If the order has several reference objects, the objects are entered in the object list. If there are several notifications for the order, the notifications are also available in the object list.

Figure 51: Process Flow for Simple Order

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The employee enters a service notification for the customer call. Because a technician is required, the employee responsible generates a service order from the notification. Data is copied from the notification to the order. The notification and order are assigned to one another, and can be processed together. You can maintain the data for the first operation on the order header screen because each order must contain at least one operation The system proposes the data for this operation from the order header data. The processor immediately places the service order in process. The order receives the system status “Released”, and the shop papers are printed. After performing the work, the technician confirms the number of hours worked and the materials consumed. Additional information related to activities, damage, and causes of damage are entered in the notification. The technician technically completes the order and simultaneously completes the notification. The employee responsible for order settlement creates a billing request from the service order. This is the basis to create a billing document.

Demonstration: Simple Order Process Flow Purpose To demonstrate the steps to enter a simple order.

System Data System: Client: User ID: Password: Set up instructions: 1. Enter problem notification. Use the customer, t-csd00, and the equipment, t-cse100.

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2.

Create the service order from the notification, order type SM02.

3.

Explain the order header data and the first operation.

4.

Assign a person to the order header.

5.

Enter the start and end date/time.

6.

Enter the planned work time for the first operation.


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7.

Place the order in process.

8.

Overall completion confirmation with time, material, notification data (profile CS0001). Complete service order technically.

9.

Show the status information of the service order and see the overview of costs.

10. Create the billing request, remove the billing block, and create the billing document. 11. Show the document flow.

Order Entry and Planning The participants have learned the basic structure of a service order. They have also learned the steps to process a simple order. Next, explain the order planning functions. Explain the process to enter an order with internal and external operations, and components. Further, the participants need to learn about the mobile service options. Order Creation Options Depending on the business process, there are different ways to enter or generate an order. The standard way, that is, notification → order has been shown in the first topic of this lesson. Value Flow Explain the value flow and the differences between the order types. Scheduling and Capacity Planning These are functions from PP that only partially fit for service requirements. Graphical monitor: New functionality especially for service in order to assign a person from a work center to an operation. External Services in Order External Services are needed when activities for the customer have to be done but you cannot do them or do not want to perform them. Service Order with Advance Shipment

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Normally, you get two billing documents: one from the service order and one from the advance shipment delivery. If you want one billing document you should use customer consignment (create consignment fill-up order, create customer consignment stock through delivery, issue goods from consignment stock to service order) or enter the service order number in the sales order item account assignment.

Figure 52: Process Flow in Service Order Processing

The order processing steps shown here represent the maximum scope. You can skip certain steps or perform several steps simultaneously. You can also automate the steps, such as billing, settlement, and conclusion. They can also be executed in a collective run. • • • • • •

Direct entry Generate a service order from a service notification Create for an existing notification Combine several notifications in one order Generate from a sales order item Automatically generate the order from a maintenance item

You can create service orders directly. You must enter at least the order type and planning plant to do this.

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When you create or change a service notification, you can create a service order from the notification. This means that the notification and order is assigned to one another. You achieve the same result if you create an order using the function, “Create for notification” . If several notifications are combined for an order, they will appear in the order object list. You can automatically generate a service order to plan, execute, and confirm the services sold within the framework of this sales order from a sales order item. This is also the case for returns and repairs processing. A control then occurs through the requirements type and the requirements class of the sales order item. Moreover, the material that is entered in the sales order item must have an entry in the table, “service products”. You can generate service orders from maintenance items at regular intervals within the framework of maintenance planning.

Figure 53: Value Flow

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The service order type controls whether or not the service order is revenue-bearing. The following order types exist in the standard setting: • • •

SM01: Service order with assignment to a sales order item, which is an item of a service contract or a sales order - non revenue-bearing. SM02: Service order without assignment to a sales item revenue-bearing. SM03: Service order for returns and repair processing, which is assigned to an item of the customer repairs order- non revenue-bearing.

Value flow in a service order that is revenue-bearing: • • • •

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When posting confirmations, costs are posted to the service order. If a billing document is created for a service order that is a revenue object, the revenues are posted to the service order. The result of the service order that is revenue-bearing is the difference between the revenues and the costs. This result is charged to the settlement receiver of the service order during settlement. The settlement receiver is a result object from the Profitability Analysis (CO-PA).


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Value flow in a service order that is not revenue-bearing: • •

• • •

When posting confirmations, costs are posted to the service order. If a billing document is created for a service order that is non revenue-bearing, the revenues are posted directly to the superior sales document item. Costs are charged to the superior sales document item during the settlement of the service order. The result can be analyzed on the sales document item level. When the sales document is settled, the result is charged to the settlement receiver of the sales document item, such as the result object.

•

Description of activity

• • • • • •

– Text – Service numbers – Suboperations Performing work center Employee and requirements assignments Planned working time and duration Activity type Deadlines Relationships

Work performed internally is planned in the operations for internal processing. The attributes of the operation are defined by the operation control key. The work to be performed is described in the short and long texts. Alternatively, you can describe the work to be performed using the service numbers and quantities assigned to the operation. Operations can be structured using suboperations. However, the data for the suboperations is transferred to capacity planning, not to order scheduling. Assignment of personnel can be made on the Requirements assignment overview screen. Capacity requirements are generated at the personnel level from the splits defined here. The planned working time is important to determine the capacity requirements. Conversely, the duration of the operation is equally important for scheduling. The system determines the operation deadlines using the scheduling function. You can enter scheduling restrictions for each operation.

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The system proposes the activity type to determine the planned costs from the master record of the performing work center as a default. Relationships represent the logical dependencies between the operations for one of more orders. A network is a possible result of relationships.

Figure 54: Scheduling and Capacity Planning

The two basic types of scheduling are forwards scheduling and backwards scheduling. The scheduling interface (CS-SDL) allows you to use an external system to manage the scheduling and deployment of technicians for your company. You can use this interface to copy the scheduling and deployment data from the existing systems to the SAP system. Capacity planning aims to determine the available capacity at the individual service work centers and optimize its use in view of the constantly changing requirements. The following tools are available: •

•

Evaluation of required/available capacity. Available capacity is the available working time. Required capacity is the amount of working time that is planned in operations for an order. Capacity leveling in a graph or a table form.

When performing capacity leveling, you can change orders directly in the planning table. You can also assign employees to operations here.

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The graphical monitor enables you to obtain an up-to-date overview of the work that has been assigned to individual technicians in a work center. The system displays the absence times from the application component HR Time Management as well as the capacity load records and assigned order operations for all technicians assigned to a work center. •

Service - external: – –

•

Enter a text for an operation Generate a purchase requisition with item category Standard purchase order Service - external (with service sheet): – – –

Enter the service specifications for the operation Unlimited service numbers for each operation Generate a purchase requisition with the item category, Service, and service specifications

Work to be performed by a third party is planned as external processing operations in the order. This requires the entry of the corresponding operation control key. An operation for service - external is entered using the standard control key, SM02. The external service is described by the operation text. An operation for service - external with service sheet, is entered with the standard control key, SM03. The external service is described by one or more service numbers assigned to the operation. You can enter additional purchasing information in the external processing data for the operation. This information is transferred to the purchase requisition automatically generated by the system.

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Figure 55: Service - External: Process Flow

Depending on the order type, the system generates one or more purchase requisitions, one purchase requisition for each external operation, when you save or release an order. In purchasing, purchase orders are generated from the purchase requisitions. The purchase order items are assigned to the account for the service order. This means that the service order is debited with the costs of the procurement process. The system displays purchase requisitions and purchase orders in the document flow for the order. Goods receipts with reference to these purchase orders can be entered when the order is released. When valuated goods receipts for external services are entered, the service order is debited with the order value. The service order is automatically credited or debited by invoicing differences on the invoice receipt. You can display the goods receipts entered in the list of goods movements for the order and in the document flow.

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Figure 56: Service - External (with Service Sheet): Process Flow

When external operations for services are entered in a service order, service specifications are created for the operation. The specifications consist of one or more service numbers with information about the service quantity or the text items. Depending on the order type, the system generates one or more purchase requisitions when you save or release an order. In purchasing, service purchase orders are generated from the purchase requisitions. The purchase order items are assigned to the account for the service order. This means that the service order is debited with the costs of the procurement process. The system displays purchase requisitions and purchase orders for the order in the document flow. The services performed are entered in the function, “Service entry” , using service entry sheets. When the services performed have been accepted, the service order is debited with the order value.

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The service order is automatically credited or debited with invoicing differences on the invoice receipt. •

Stock items

•

– Stock material – Creation of reservations Non-stock items

•

– Direct material reference – Creation of purchase requisitions Text items – –

Materials without material master Notes

For order components, there are three different item categories: • • •

Stock items: Material to be withdrawn from a warehouse for the order. Reservations are created. Non-stock items: Material to be obtained specifically for the order. You do not have to enter a material number. Purchase requisitions are created. Text items: User-defined text is entered. Text items are used for materials without a material master record or for comments.

Figure 57: Stock Material: Process Flow

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You can perform an availability check for each component item or for all the components in the order when you assign components. The material availability list enables you to obtain an overview of the availability situation. Material reservations are generated when you save the order. Depending on the order type, material reservations are effective when you save or release the order. An automatic availability check may be made when you release an order. It is possible to release the order even in the event of non-availability. You can also print out a material pick list and withdrawal slip when you print the order papers. Planned goods issues are entered with reference to the reservation or order number. The system proposes the planned components for withdrawal posting as a default. If the goods issue is unplanned, you must enter the order number, material number, and quantity.

Figure 58: Non-Stock Material: Procedure

When non-stock materials are assigned in the order, additional purchasing information can be entered. This information is transferred to the purchase requisition automatically generated by the system. Depending on the order type, the system generates one or more purchase requisitions when you save or release an order.

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In purchasing, purchase orders are generated from the purchase requisitions. The purchase order items are assigned to the account of the service order. This means that the service order is debited with the costs of the procurement process. The system displays purchase requisitions and purchase orders for the order in the document flow. Goods receipts with reference to the order can be entered when the order is released. When valuated goods receipts are entered, the purchase value is debited to the service order. The service order is automatically credited or debited by invoicing differences on the invoice receipt. You can display the goods receipts entered in the list of goods movements for the order as well as in the document flow. Notice that an option exists for you to transfer the materials from an external catalog in the order through the Open Catalog Interface (OCI). As an alternative to purchase order processing in SAP R/3 Enterprise, purchase requisitions can be transferred to an external purchasing system, such as the SAP Enterprise Buyer (EBP).

Figure 59: Service Order with Advance Shipment

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If the materials required to execute the work should be sent to the customer, you can create a sales order for advance shipment from the component overview of the service order. As a result, you can create the material items for the sales order by selecting the components in the service order or from the structure list for the reference object. In the following Sales Order dialog box, you can supplement and change the material items proposed from the service order. If changes are made to the items in the sales order, the service order is not updated. The sales order is saved together with the service order. The advance shipment sales order is displayed in the document flow for the service order. The service order and the components copied to the sales order are assigned the system status, “Advance shipment occurred”. The system also automatically sets the indicator, “non- MRP-relevant”, in the service order for the spare parts. Only one sales order is created for a service order. If an advance shipment of additional material components is required later, the existing sales order can be enhanced from the service order. Generating advance shipment sales orders using the sales document type, consignment fill-up, offers you additional options (customer consignment).

Demonstration: Order Creation Options Purpose To demonstrate the options to create service orders.

System Data System: Client: User ID: Password: Set up instructions: 1. Show menu paths to create orders.

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2.

Optional: Create a service order from a sales order item: • • • • •

Create the sales order: order type, OR/TA, 1000/14/00 Customer: 1032, material SM-NETINST, quantity 1 Functional location, 1032-LABS Enter configuration data, return to item overview, save Display the service order that has been created automatically (from header document flow - view service documents). Operations and components come from a task list that has been assigned to the service product, SM-NETINST, in the service product table, (T399A).

Demonstration: Internal Operations Purpose To demonstrate the internal processing of service orders.

System Data System: Client: User ID: Password: Set up instructions: 1. Create a service order with the order type, SM02 customer t-csd00, equipment t-cse100. Enter the order start date as tomorrow 8:00 and the end date as tomorrow 18:00. Show the different tabs and describe the contents.

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2.

Go to the operation overview and enter several operations. Explain the operation overview data and the detail views, General, Own and Dates.

3.

In addition, enter an operation with the control key, SM04, and assign the service numbers.

4.

Save the order.


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Demonstration: Shift Planning Purpose To demonstrate shift planning.

System Data System: Client: User ID: Password: Set up instructions: 1. Open the Graphical Monitor within a second session Logistics → Customer Service → Order → Capacity Planning → I_GRAPH_MONITOR 2.

Create the service order and enter the planned work time for the first operation type, SM01. Assign a person to this operation within the Requirements Assignment tab.

3.

Save the order and explain the results within the Graphical Monitor.

4.

Enter a second operation within your latest service order.

5.

Call up the planning table with the profile, SAPPM_G002. Assign the operation to one person.

6.

Show the requirements assignments created by the system.

7.

Enter another order with the order type, SM02, and the functional location, 1171-PROD. Enter the same start date as the order above. Enter an operation and try to assign persons. Show the capacity requirements created by the order earlier. Create an operation with the planned time and without the person assignment. Save the order.

8.

Call up the planning board for the work center, PC-SERV.

9.

Call up Order → Capacity planning → Leveling → Individual capacity (graphic) Assign the open operation to one person. Save the planning result and display the order operation with the new capacity requirement.

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Demonstration: External Service Purpose To demonstrate external services in the order.

System Data System: Client: User ID: Password: Set up instructions: 1. Enter the service order with the external operations and control keys, SM02 (vendor 1000, price 100.-) and SM03 (vendor 1000, service number 100133, price 100.-). Release order. 2.

Display the order with the purchase requisition numbers (operation - actual data or document flow).

3.

Optional: purchasing process Logistics → Materials Management → Purchasing → Purchase order → Create → Vendor known Enter the vendor, 1000 and display the purchase requisitions in document overview. Drag the two purchase requisitions into the purchase order. Save the purchase order. Logistics → Materials Management → Purchasing → Purchase order → Follow-on functions → Goods receipt Logistics → Materials Management → Purchasing → Purchase order → Follow-on functions → Service entry sheet → Maintain

4.

Display the service order and show the costs overview.

Demonstration: Component Planning Purpose To demonstrate the component planning for service orders.

System Data System:

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Client: User ID: Password: Set up instructions: 1. Change Service Order. 2.

Assign the component, R-1111, to an internal operation.

3.

Call up the availability check for one component.

4.

Call up the availability check for all components.

5.

Assign the material, R-1133, as the non-stock component to the same internal operation.

6.

Demonstrate the function to select materials from the assigned product catalogs using the Catalog button on the components overview (within the catalog use product index and then electronics). Enter a quantity of one piece for a material and add it to the shopping cart. Use the button, order items, to copy the chosen material to the service order.

7.

Release and save the order.

8.

Change the order again and show the availability list, reservation numbers, and purchase requisition numbers.

9.

Optional: Create a purchase order from the purchase requisition, post the goods receipt, and show the document flow from the service order.

10. Create an advance shipment sales order out of service order.

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Service Quotations The participants have learned about planning an order with internal and external services and components. Next, they will learn how to create a quotation from the planning data of a service order.

•

Options for drawing up quotations:

•

– Create a quotation from the planned data of a service order – Generate a service order from a quotation item Options for billing – – –

Planned effort Actual effort Fixed price of service product

You can create a quotation from the planning data of a service order. The service order is used as a planning tool for the estimate. The quotation items are either generated from the planned effort for the service order or contain the service product in the service order header. Alternatively, you can automatically generate a service order for the subsequent execution of the work from a service item in the quotation. You do this when you create a quotation in the Sales and Distribution (SD) application component. If you create a sales order with reference to this quotation, the service order is assigned to the corresponding sales order item. Depending on the settings of the dynamic item processor profile (DIP profile), the services performed are billed on the basis of planned effort, actual effort, and the fixed price of the service product. The dynamic item processor profile, DIP, is located in the administrative data of the order header and controls quotation creation and resource-related billing.

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Figure 60: Creating a Quotation from a Service Order

You have created a service order. As long as you have not released this order, you can generate a quotation from it. This contains the result of service order planning or a service product (service material). The service order receives the status, “Quotation created”. A prerequisite for the above is that you have entered a dynamic item processor profile to create quotations. The service order cannot be released as long as the quotation has not been accepted. If the quotation is accepted, the status, “Quotation accepted”, is set in the service order. The quotation is given the status, completed. A billing request is created when the quotation is accepted. This billing request can be used as the basis for billing with the fixed price from the quotation. The service order will be billed based on the quotation with the planned effort, the actual effort, or the fixed price of the service product.

Demonstration: Quotation Purpose To demonstrate service quotations.

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System Data System: Client: User ID: Password: Set up instructions: 1. Create a service order, order type SM02, customer t-csd00, equipment t-cse100. Enter two operations with the activity types, 1410 and 1462. Add the material, R-1160, as the stock component. Do not release the service order. 2.

Demonstrate the steps to create a quotation for this service order and show the document flow.

3.

Change the service order and accept the quotation. Display the debit memo request that has been created.

4.

Create a new quotation, sales area 1000/10/00, customer 1032, valid one year, material SM-NETINST, and save the quotation. Show the schedule lines of the quotation and the automatically generated service order.

Service Order Processing The participants have learned about order planning and order release. Next, explain the steps between the release of an order and its completion confirmation. Explain how to print and fax an order. In addition, list the options to communicate with service technicians.

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Here, the steps between order release and completion confirmation are displayed.

•

Why?

•

– Searching for a particular order – Simultaneous processing of several orders – Limiting the work list Scope

•

– Single or multilevel orders – Order operations – Order components – Order permits Options – – – –

Field selection Selection conditions Sorting Monitor

There are many reasons why the system should support you in selecting order data: • • • •

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You want to change or display a particular order, but you do not know its number. You want to change or display several orders that have certain characteristics. You want to perform particular functions simultaneously for several orders that have certain characteristics. You want to obtain an overview of all the operations, components, or permits that meet certain criteria.


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The system provides the following options: • • •

Field selection: Display of the most important fields in the list. Options to select and sort based on the field contents displayed. Monitor for orders with easy-to-understand symbols, such as traffic light colors. In the lists of orders, a traffic light symbol can be displayed by selecting Monitor. This symbol provides information at a glance. The information monitored can be: priority, order start, end dates, scheduled start, and end dates.

Figure 61: Order Release

When you perform the function, “Put in process”, the shop papers can be printed. The order is released (status ’RELEASED’) and saved at the same time. The function, “Release” is used to release the order without a printout (without saving automatically). The following functions can only be executed after the order is released: • • • •

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Printing of shop papers. Posting costs to the order, time confirmations, material withdrawals, and goods receipt postings. Revenue postings to the order by generating the billing documents. Technical and business completion of the order.


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Depending on the settings for the order type, you can check the availability of capacity, materials, and production resources and tools when you release an order. You can also configure the system reaction in the event of non-availability, no reaction, warning, or error message. Notice that a settlement rule containing information about the settlement receiver can be automatically defined when an order is released. • • • • • •

Operation control ticket Job ticket Pick list Material withdrawal slip Completion confirmation slip Time ticket

You can either print or fax the order papers. The following printouts are possible when you print using the default settings: • • • • • • •

Operation control ticket: Complete overview of the order with partner, customer, and operation data Job ticket: Overview that accompanies the order with the operation data and components Pick list: Shows the warehouse clerk which materials have been scheduled Material issue slip: Required when issuing material from the warehouse Completion confirmation slip: To enter the actual dates, working times, and confirmation information for each operation Time ticket: To enter the time needed for each operation Object list: List of order objects

You can set the papers to be printed for which order type. You can also make this selection using print call up, select Print with dialog box.

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Figure 62: Communication

There are a number of options to communicate with service technicians. You can use paging to send short messages when you process orders/notifications. Technicians, system user/personnel number, customer, or contact person are able to receive short messages. Using the same technology, you can also send messages through the Internet or SAPoffice. Mobile Asset Management uses the SAP Mobile Engine as a platform. The SAP Mobile Engine is a platform-independent runtime environment for offline mobile applications. Mobile Asset Management performs the following functions: • • • •

Displays and confirms service orders. Creates, displays, and changes service notifications. Displays customer and order data. Displays functional locations and pieces of information and their warranty information.

The application, Mobile Services (SAP R/3 edition), is designed for the many requests of field sales representatives who work with the application offline on a laptop. Using this application, service technicians can effectively document and manage the whole service lifecycle. Service technicians also have offline access to important information on their laptops. This application is

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completely integrated with SAP R/3 through CRM Middleware. As a result, all the data changes in the application, Mobile Service (SAP R/3 edition), or in SAP R/3 are automatically exchanged between the two systems and synchronized. Mobile Service (SAP R/3 edition) contains the following components: • • • • • • •

Equipment display and changes to existing equipment hierarchies. Process and create service notifications and orders. The billing function is not supported. Create confirmations. Time recording and travel expenses. Display and maintain business partner or customer data. Display contract data for the customer. Create and print service reports for the customer.

Figure 63: Order and Operation Statuses

The system status is assigned automatically for certain activities. The system status informs you of the current status of an order or operation. An order or operation can have more than one system status simultaneously. The system status imposes certain processing restrictions. For example, an order cannot be closed if it has not been fully settled.

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If you require more than the available number of system status, you can also define individual user status. You then define the dependent restrictions for the user status. You can set user status for the order or the order operations. You can also lock an order from further processing.

Demonstration: List Editing Purpose To demonstrate list editing.

System Data System: Client: User ID: Password: Set up instructions: 1. Explain the list editing functionality for service orders, including the possibility to release and complete orders. 2.

Demonstrate the operation list.

Demonstration: Printing an Order Purpose To demonstrate the printing of a service order.

System Data System: Client: User ID: Password: Set up instructions: 1. Put a service order in process and print it. 2.

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Show a new transaction, Service Order - Print.


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Demonstration: Paging Purpose To demonstrate the use of paging to communicate with service technicians.

System Data System: Client: User ID: Password: Set up instructions: Change the user master record of your user (transaction su01) and enter your e-mail address (communication method INT). Then, assign your user to the person with the personnel number 1500 (transaction PA30), using the infotype 105. 1. Create a new service order, (customer t-csd00), and enter the personnel number, 1500, as the person responsible. 2.

Save the order.

3.

Change the order, use the button for paging, modify the e-mail text, and select the e-mail address.

4.

Save the order.

5.

Use the transaction, SCOT, and send the waiting e-mail, (address type INT).

6.

Have a look at your mailing system, such as Microsoft Outlook, and show that the mail has arrived. In SAPNet (alias/MOBILE → Mobile Applications), you can find a flash demo for Mobile Asset Management.

Order Confirmation The participants have learned how to process a service order. Next, explain how to confirm the work times and material withdrawals. In addition, explain how to create an activity report for the service order. Further, you need to describe the procedure to technically complete an order.

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After the service is performed, you report in the system what has been done and which resources were used. • •

Working time: Internal activity External services –

Goods receipt

•

– Service entry sheet Activities

•

– Activity reports – Completion confirmation texts Material postings

• •

– Planned withdrawals – Unplanned withdrawals – Goods receipt for purchase order Object changes Measurement values/counter readings

All the relevant information that has been created during the execution of the order is entered during order confirmation. This information includes the hours worked by your technicians. Services performed by a third party are documented as goods receipts or service entry sheets, depending on the type of purchase order. The activities performed are described in one or more notifications for the order. Completion confirmation texts can also be created during the entry of time confirmations. The system posts both material withdrawals from the warehouse and goods receipts of materials ordered directly from the vendor. Object changes, such as conversion tasks or the installation and dismantling of equipment, are documented as changes to the master data for the corresponding technical objects. Measurement values and counter readings are entered in the form of measurement documents for the technical object. You can confirm the internal services, material withdrawals, notification data, and measurement documents on one screen using the Overall completion confirmation function.

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In the component, travel expenses, you can enter your travel expenses and assign them to the service order. In this way, travel expenses are posted to the service order and can be charged to the customer. •

•

Functions: – Single entry – Collective entry with/without operation selection – Overall completion confirmation – Time Sheet Entries: – – – – – –

Order and operation number or confirmation number for operation Performing work center Personnel number (if required) Actual working time Scope: Partial or final confirmation Further information

The following functions are available to confirm the time required for internal activity: Single entry (one screen for each confirmation document), collective entry directly and with operation selection, and overall completion confirmation. The cross application time sheet (CATS) enables you to make a standard entry of the hours worked for different target applications. To assign Times, enter the order and operation numbers or the internally assigned confirmation number for the operation. The system proposes the performing work center as a default from the planning data. The personnel number is an optional entry. When confirmed, the operation and the order are assigned the system status, Partially confirmed or Finally confirmed. The order is assigned the status, Finally confirmed, after all the operations for the order have been completely confirmed. Material reservations that are still outstanding, which means, material has not been withdrawn, can be posted when times are recorded.

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Further information that can be entered. The estimated remaining working time, date and time for work start and end, a forecast for the operation end, a reason code that justifies the difference between planned and actual times, and user-defined short and long texts. • •

Completion of notification for order Entry of activity reports

•

– Independent of time confirmation – Can be called up from the time confirmation Contents of activity report – – –

Reference object Items: Object parts, damage, causes Activities

You can confirm the activities performed and the damage and malfunction data as notification data using catalogs. If a service notification already exists for the order, it can be updated in the completion confirmation. You can also create one or more notifications of the type, “Activity report”, and assign them to the order. The activity reports created for an order appear in the order object list. •

Stock material Planned material withdrawal

•

– With reference to the reservation number – With reference to the order number – Backflush Unplanned material withdrawals –

With reference to the order number

Non-stock material •

Goods receipt in MM

•

– Order debiting (value: purchase order value) Invoice verification and creation in MM –

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Debiting/crediting the order


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You can confirm withdrawals of stock material either from a transaction in the Materials Management application component or the time confirmation, single entry or overall completion confirmation. In case of planned withdrawals, the system proposes planned material after you have entered the reservation or order number. You can then post the planned material. In the case of the backflushing indicator in the order component, the system automatically posts material withdrawals when you enter the first time confirmation for the operation. Unplanned material withdrawals are recorded simply by entering the order number, material number, and quantity. When a valuated goods receipt is entered for non-stock material, the purchase order value, multiplied by the goods receipt quantity, is debited to the service order value. If differences between the order and invoice values occur, the differences are credited or debited to the service order when the invoice is processed. You can display the goods movements entered in the list of goods movements for the order as well as in the document flow. • • • • • • •

Documents that all work has been completed Fixes location and account assignment data Reference time set All associated notifications can be closed Cancellation of outstanding capacities Cancellation of outstanding reservations and purchase requisitions Status, “Technically complete”

You can enter the reference time when technically completing the order. The reference time is the date and the time that the notifications and completed orders were stored in the history. All outstanding planning data is canceled when you perform a technical completion: • • •

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Capacity requirements which have not been completely confirmed. Material reservations for which a withdrawal posting has not yet been performed. Purchase requisitions for which no purchase orders currently exist.


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You must have assigned a settlement rule to the order before you can technically complete it. The technical completion of an order can be canceled.

Demonstration: Time Confirmation Purpose To demonstrate the steps to confirm the time required for internal activity.

System Data System: Client: User ID: Password: Set up instructions: 1. Individual confirmation: only time 2.

Collective confirmation with and without selection: enter time with accounting indicator. Explain what the accounting indicator can be used for.

3.

Optional: CATS (data entry profile: ISP_SM, personnel number 1523)

4.

Demonstrate the overall completion confirmation.

Demonstration: Activity Confirmation Purpose To demonstrate the steps to confirm the activities performed.

System Data System: Client: User ID: Password: Set up instructions: 1. Individual confirmation with the creation of a service notification (S2). Display the order object list. Save confirmation.

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Create an activity report and assign it to the service order.

Demonstration: Material Confirmation Purpose To demonstrate the steps to confirm the withdrawals of stock material.

System Data System: Client: User ID: Password: Set up instructions: 1. Confirm the planned stock material. 2.

Confirm the unplanned stock material.

3.

Optional: Enter a goods entry, transaction MB11, for a non-stock material purchase order.

4.

Display the order with the document flow, completion confirmation list, and goods movement list.

Demonstration: Technical Completion Purpose To demonstrate the steps to technically complete the order.

System Data System: Client: User ID: Password: Set up instructions: 1. Order list editing: Complete order technically.

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Warranty and Billing Warranty information is important for service processing. The participants know how to confirm the time required for internal activities. They also know the procedure to confirm the withdrawals of stock material. Next, you need to explain how to bill the customer for the service performed. Explain the need to create a billing request and the method to control billing. Further, clarify that there is no automatism that excludes certain items from billing because of warranty. In course PLM305, you can learn more about technical objects.

Resource-Related Billing A billing request has to be created because the service order is no SD document. Each billing document needs a SD document as predecessor document. Billing of Service Orders You can control billing by the DIP profile, the service product, the accounting indicator, and the billing form. Warranty Processing There is no automatism that excludes certain items from billing because of warranty.

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Figure 64: Resource-Related Billing

During billing, the system generates dynamic items from the information about the expenses involved, such as the costs for material and personnel. Before a billing request is created, you see a modifiable overview screen that enables you to determine how the billing request should appear and which amounts should be calculated, postponed, or canceled. You generate the billing request from this overview screen. You can work on this screen. For example, simulate prices or save the dynamic items. There are two summarization levels: • •

First level: The system summarizes the data records for the overview screen of the dynamic items. Second level: The system generates a billing request using the data from the dynamic items. If required, the system summarizes the data again. Summarization depends on the settings in the dynamic item processor profile.

The billing request is a special form of sales order and forms the basis of the billing document. Each item in the billing request has a material number that is determined by a material determination procedure defined using the dynamic item processor profile.

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You can create a billing request using single or collective processing. The functions “Create billing document”, “Process billing due list”, and “Batch billing” are available to you to create billing documents. • • • • • •

Flat-rate or according to effort On the basis of planned or actual costs With or without service product Flexible material determination Data aggregation possible Creation of credit memo requests

You have different options at your disposal for billing service orders. You can perform billing with a fixed price, according to effort, or in combination. Not only can billing be performed based on individual line items, but also on different sources (totals records). Billing can be performed with or without service products (service material). You can assign a service product in the service order header to describe the services to be provided for the customer to bill the services with a fixed price. If the order has the billing form, flat-rate, you can bill the customer for the sales price of this service product. You can define the procedure for material determination for billing request items. There are many options to aggregate data. Credit memo requests are automatically created for negative amounts. Definition takes place after you have specified a form of billing and a dynamic item processor profile. You do this in the control view in the service order. •

Warranty check:

•

– – – No – – –

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Notification processing Order processing Creation of billing request billing: Overall order: Accounting indicator/user status Expenditure item: Accounting indicator Dynamic items: “Cancel” selection


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If the reference object has an active warranty, the system informs the user, assuming that the corresponding settings have been made. To do this, the system uses the following functions: • •

Processes the notification or service order. Creates the billing request.

If you are unable to bill the overall order, you can do this by entering an accounting indicator in the order header. Alternatively, you can set a user status, which prohibits the business operation, Create billing document. If only individual expenditure items are to be billed, you can configure this by entering an accounting indicator in the time or material confirmation. For other expenditure items, you can set the accounting indicator subsequently using the function, Repost accounting indicator. An accounting indicator may result in no dynamic items being created, a particular material number being determined for the billing request, or a discount being calculated. You can also cancel the creation of a billing request for the expenditure items which should not be invoiced.

Demonstration: Service Order Billing Purpose To demonstrate the billing of service orders.

System Data System: Client: User ID: Password: Set up instructions: 1. Create a billing request. Show the Expenses view with the options to exclude or change items. Show the Sale price view with pricing information. Show the rebate calculated for the accounting indicator. Save the billing request and bill it immediately. 2.

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Show the Selection screens for collective processing and billing due list.


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Demonstration: Service Product Purpose To demonstrate the steps to bill a service product.

System Data System: Client: User ID: Password: Set up instructions: 1. Enter an order with the order type, SM02, service product SM-PCREP and billing form 01 (fixed rate). 2.

Display the operations copied from the task list.

3.

Enter the time and material confirmation, material R-1111, and complete the order technically.

4.

Bill the order.

Demonstration: Warranty Processing Purpose To demonstrate the processing of warranties.

System Data System: Client: User ID: Password: Set up instructions: 1. Explain how to use the accounting indicator to mark services as free of charge for the customer.

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Order Completion The participants have learned about the processing and execution of service orders. They also know about billing a service order. Next, explain the steps to complete an order.

Figure 65: Cost and Revenue Analysis in the Service Order

Costs and revenues are collected and displayed on the order header level. Revenues are only posted to the order if the order type is classified as revenue-bearing. There are two views for costs and revenues. Estimated, planned, actual costs, and quantities are shown in the value category overview. A value category contains one or more cost elements. The planned, actual costs, and quantities structured by cost elements appear in the cost report planned/actual comparison (CO report). Estimated costs can be entered manually as long as the order has not been released. Planned costs are determined according to the planning data for the order, operations, and components. This occurs every time you save the order or call up the function, “Costing”.

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Revenues cannot be estimated. Planned revenues occur when a billing request is created. Actual costs are the result of completion confirmations and other cost postings to the order. Actual revenues result from the creation of billing documents for the order.

Figure 66: Order Settlement

Settlement = Further allocation of costs and revenues for an order to one or more settlement receivers. These are located in the settlement rule. This can be automatically determined based on the order header data entered. You can make manual changes to the settlement rule. Prerequisites for the settlement of a service order: • • •

The order must be released. A settlement rule must exist. The order must contain costs or revenues that have not yet been settled.

Settlement can be performed as many times as required. The order type determines which settlement receiver types are possible and the type that will be proposed as a default.

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Possible settlement receiver types are: G/L account, cost center, order, WBS element, asset, material, network, profitability segment, sales order, and business process. A profitability segment is a combination of account assignment features, such as company code, sales organization, division, customer, and article. It is used in Profitability Analysis (CO-PA). •

Prerequisites:

•

– Order is released or technically completed – Order is completely settled Consequences: – – –

Order can no longer be changed Order can no longer be posted to Status, Completed

If technical completion has not yet been performed for the order, this is performed by the system using the function, Business complete. You can perform business completion as single or collective processing. You can cancel business completion if the order needs to be posted again after business completion. You must fully settle the order again before you can perform business completion for it.

Demonstration: Cost Analysis Purpose To demonstrate the steps to analyze order costs.

System Data System: Client: User ID: Password: Set up instructions: 1. Display order with cost/revenue report (cost overview does not work properly at this time - wait for hot package).

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Demonstration: Settling an Order Purpose To demonstrate the steps to settle an order.

System Data System: Client: User ID: Password: Set up instructions: 1. Display settlement rule. 2.

Settle order.

3.

Display order cost report planned/actual with settlement posting.

4.

Optional: display line item in CO-PA.

Demonstration: Order Completion Purpose To demonstrate the completion of an order.

System Data System: Client: User ID: Password: Set up instructions: 1. Complete the order.

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Exercise 9: Simple Order Processing Exercise Duration: 20 Minutes

Exercise Objectives After completing this exercise, you will be able to: • Create a service notification with a service order • Place the orders in process and print them • Confirm the work times and material withdrawals • Perform resource-related billing for a service order

Business Example A customer calls and reports a problem. A technician needs to be dispatched to the customer to solve the problem. The technician needs materials to perform the work. The customer is billed for the work.

Task 1: Creating a service notification with a service order 1.

Your customer informs you that the network server has broken down. Create a service notification (notification type Problem notification).

2.


3.

Enter a suitable problem description in the notification short text. For the Sold-to party, enter your customer with the number T-CSD##. Enter the Equipment T-CSE1## as the reference object. Select the Notification Priority as high. Select Damage.

4.

From the notification, create a service order to deploy the technician. Confirm the entry for the service order: Order type:SM02 Planning plant: 1200 Business area:8000 Continued on next page

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Main work center: PC-SERV/Plant 1200 5.

In the first operation of the service order, enter a planned work time of four hours.

6.

Set the order to in process. Print the shop papers without a dialog box.

7.

What order number is assigned?

Task 2: Confirming the service order 1.

Enter the confirmation for technician deployment. Use the function Overall completion confirmation.

2.

Choose the pathExtras → Settings, choose the profile CS0001, and save the settings.

3.

Enter the order number and use Enter to confirm.

4.

For the first operation, enter an actual time of three hours. Create a second time confirmation by entering the operation number 10 in the second line and confirming with Enter. Enter an actual time of one hour, and change the default activity type to 1413 (drive hours). Enter a goods issue for the material number R-1120, quantity 1 from plant 1200, storage location 0001.

5.

Enter a cause code for the first item in your service notification.

6.

Technically complete the order and save the confirmation data.

Task 3: Resource-related billing 1.

Create a billing request in Individual processing for your service order. What number does the billing request have?

2.

What net value is charged to the customer?

3.

Delete the billing block and create a billing document directly from the billing request.

4.

Save the billing document. What number does the billing document have? Continued on next page

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5.

Choose the function Display billing document.

6.

Enter the billing document number and display the print output on the screen. Use Execute to confirm the two dialog boxes that appear.


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Solution 9: Simple Order Processing Task 1: Creating a service notification with a service order 1.

Your customer informs you that the network server has broken down. Create a service notification (notification type Problem notification). a)

2.


3.

Logistics → Customer Service → Service Processing → Notification → Create (Special) → Problem Notification (IW54) Notification number: See Notification.

Enter a suitable problem description in the notification short text. For the Sold-to party, enter your customer with the number T-CSD##. Enter the Equipment T-CSE1## as the reference object. Select the Notification Priority as high. Select Damage. a)

4.


Values


Server breakdown

Sold-to party

T-CSD##

Equipment

T-CSE1##

Priority

High

From the notification, create a service order to deploy the technician. Confirm the entry for the service order: Order type:SM02 Planning plant: 1200 Business area:8000 Main work center: PC-SERV/Plant 1200 a)

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ServOrder Choose Enter to confirm the information in the dialog window. Continued on next page


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5.

In the first operation of the service order, enter a planned work time of four hours. a)

6.

Values

Work durtn.

4 hours

Set the order to in process. Print the shop papers without a dialog box. a)

7.


Put in process In the dialog box, choose Continue.

What order number is assigned? a)

Order number: See system message

Task 2: Confirming the service order 1.

Enter the confirmation for technician deployment. Use the function Overall completion confirmation. a)

2.

Logistics → Customer Service → Service Processing → Confirmation → Entry → Overall Completion Confirmation (IW42)

Choose the pathExtras → Settings, choose the profile CS0001, and save the settings. a) Field name or data type

Values

Profile

CS0001

Save 3.

Enter the order number and use Enter to confirm. a) Field name or data type

Values

Order

Your order number

Enter Continued on next page

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For the first operation, enter an actual time of three hours. Create a second time confirmation by entering the operation number 10 in the second line and confirming with Enter. Enter an actual time of one hour, and change the default activity type to 1413 (drive hours). Enter a goods issue for the material number R-1120, quantity 1 from plant 1200, storage location 0001. a) Field name or data type

Values

Actual time

3

Operation (second line)

10

Enter

5.

1

Service type (second line)

1413

Material

R-1120

Quantity

1

Plant

1200

Storage location

0001

Enter a cause code for the first item in your service notification. a)

6.

Actual work (second line)

Select the notification item and choose Causes. Select a damage code. Select

Technically complete the order and save the confirmation data. a)

Technical completion Save Enter


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Task 3: Resource-related billing 1.

Create a billing request in Individual processing for your service order. What number does the billing request have? a)

Logistics → Customer Service → Service Processing → Completion → Billing Request → Process Individually(DP90) Field name or data type

Values

Service order

Your order number

Save the billing request The billing request is displayed. 2.

What net value is charged to the customer? a)

3.

The net value appears above/right.

Delete the billing block and create a billing document directly from the billing request. a) Field name or data type

Values

Billing block

Delete

Choose the path Sales document → Billing 4.

Save the billing document. What number does the billing document have? a)

Save Number of billing document: See system message.

5.

Choose the function Display billing document. a)

Logistics → Customer Service → Service Processing → Completion → Billing Document → Display (VF03)


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Enter the billing document number and display the print output on the screen. Use Execute to confirm the two dialog boxes that appear. a)

Enter the billing document number and chooseBilling document → Issue output to → Screen. Choose Execute twice.

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Exercise 10: Order Entry and Planning Exercise Duration: 20 Minutes

Exercise Objectives After completing this exercise, you will be able to: • Create a service order with operations/components for internal and external processing • Create a quotation from a service order

Business Example There is a large amount of work to be performed for a customer. More employees and the services of external firms are required. Particular materials are also required for the work. The customer receives a quotation for the work based on a cost estimate.

Task 1: Creating a service order with operations 1.

Create service order. You have been asked to enhance a customer’s network server. Create a service order with the order type SM02 and the equipment T-CSE1##. Enter a corresponding order short text.

2.

What work center is defaulted from the equipment master record?

3.

Enter another employee from the work center as the Person Responsible for the order. For the start and end date, enter today’s date and the time as 8:00 A.M.

4.

Choose Operations and create three internal processing operations. Preparation work, work: 1 hour Enhancement, work: 6 hours Test run, work: 1 hour Work center is PC-SERV each time

5.

Which service type is defaulted in the operations? Continued on next page

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6.

The test run should take place the day after tomorrow. Select this operation and choose Dates. Enter as a start-time restriction that the operation must begin at 8 A.M the day after tomorrow.

7.

Return to the operation overview, choose Schedule, and display the operation dates that the system has determined.

8.

Save the service order. What order number is assigned?

9.

Graphical Monitor You want to see an overview of the order operations that have been assigned to technicians. Call up the graphical monitor for the work center PC-SERV, plant 1200. Display the period of time from today until the day after tomorrow.

10. Display one of the order operations that has been assigned. 11. External Services in the Order Change the service order for the server enhancement. Add an external processing operation with the control key SM02 and the text Cleaning. Quantity: 1 PU (Activity unit) Price: 500 EUR Vendor: 1000 12. Add an external processing operation with the control key SM03 and the text Services. Enter the services Network cabling (service number 100133) and Installation USV (service number 100137), each with an PU and a price of 1000 EUR. 13. Save the order. 14. Change the order again. 15. Define the following data: Purchase requisition number of the first external processing operation: Purchase requisition number of the second external processing operation:


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Task 2: Material planning 1.

Add the following components from the structure list to the second operation: Cable with shock-proof plug Hard drive, 20 GB

2.

In addition, add the following non-stock item: Material R-1133, quantity 1, item category N

3.

Check the availability of the first material.

4.

Go back to the operation overview and call up the availability check for all the stock materials. Are all stock materials available?

5.

Save the order.

6.

Change the order again.

7.

Display the material availability list. Define the following data:

8.

Reservation number of the first component:

9.

Purchase requisition number of the third component:

10. Check the planned costs for this order. Sum of the planned costs:

Task 3: Creating quotations 1.

Your customer would like a quotation for performing a PC installation. To calculate a quotation, you first create a service order. The required activities are planned in this order. Create a service order with the order type SM02 for the functional location TCST##-PROD.

2.

Use the order to create a quotation for PC installation. Enter a suitable short text. Continued on next page

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Choose Operations and enter a planned work time of 10 hours for the first operation. Create a second operation with the short text Drive hours, planned work time 4 hours, and service type 1413.

4.

Call up the detail screen for the first operation and assign the following stock material to the operation: Material number R-1120, required quantity 10 pieces, item category L.

5.

Save the service order. What order number is assigned?

6.

Create a quotation for the service order Create a quotation for the service order you have just created. Enter the order number and choose Sales price basis view.

7.

What net value will appear in the order?

8.

Save the quotation.

9.

What number is given to the order?

10. Accept quotation The customer accepts the quotation. Change the service order and accept the quotation. 11. What number does the automatically created billing request have?

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Solution 10: Order Entry and Planning Task 1: Creating a service order with operations 1.

Create service order. You have been asked to enhance a customer’s network server. Create a service order with the order type SM02 and the equipment T-CSE1##. Enter a corresponding order short text. a)

Logistics → Customer Service → Service Processing → Order → Service Order → Create (General) (IW31) Field name or data type

Values

Order type

SM02

Equipment

T-CSE 1##

Enter

2.

Values

Order short text

Enhance server

What work center is defaulted from the equipment master record? a)

3.


Work Center responsible: PC-SERV

Enter another employee from the work center as the Person Responsible for the order. For the start and end date, enter today’s date and the time as 8:00 A.M. a)

4.


Values

Person responsible

Use search help to select

Order start

Tomorrow at 8am

Order end

Tomorrow at 8am

Choose Operations and create three internal processing operations. Continued on next page

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Preparation work, work: 1 hour Enhancement, work: 6 hours Test run, work: 1 hour Work center is PC-SERV each time a)

5.


Values

Short text operation / Work

Preparation work / 1 Enhancement / 6

Which service type is defaulted in the operations? a)

6.

Operations

Default activity types: 1410

The test run should take place the day after tomorrow. Select this operation and choose Dates. Enter as a start-time restriction that the operation must begin at 8 A.M the day after tomorrow. a)

Select the third operation and choose Dates. For Restriction start point must begin on, enter the day after tomorrow’s date and the time as 8:00 A.M.

7.

Return to the operation overview, choose Schedule, and display the operation dates that the system has determined. a)

Back Schedule

8.

Save the service order. What order number is assigned? a)

Save Order number: See system message

9.

Graphical Monitor


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You want to see an overview of the order operations that have been assigned to technicians. Call up the graphical monitor for the work center PC-SERV, plant 1200. Display the period of time from today until the day after tomorrow. a)

Logistics → Customer Service → Service Processing → Order → Capacity Planning → Graphical Monitor (I_GRAPH_MONITOR) Field name or data type

Values

Work center

PC-SERV

Plant

1200

From date

Today

To date

Day after tomorrow

Start the monitor 10. Display one of the order operations that has been assigned. a)

Select one of the operations (green bar) and choose Display object.

11. External Services in the Order Change the service order for the server enhancement. Add an external processing operation with the control key SM02 and the text Cleaning. Quantity: 1 PU (Activity unit) Price: 500 EUR


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Vendor: 1000 a)

Logistics → Customer Service → Service Processing → Order → Service Order → Change (IW32) Field name or data type

Values

Order

Your order number

Operations Field name or data type

Values

Control key

SM02

Operation short text

Purification

Select the operation and choose External. Field name or data type

Values

Operation quantity

1 PU (Activity unit)

Price

500 EUR

Vendor

1000

Back 12. Add an external processing operation with the control key SM03 and the text Services.


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Enter the services Network cabling (service number 100133) and Installation USV (service number 100137), each with an PU and a price of 1000 EUR. a) Field name or data type

Values

Control key

SM03

Operation short text

Services

Select the operation and choose General Field name or data type

Values

Service number / Quantity / Gross price

100133 / 1 / 1000

Service number / Quantity/G /Gross price

100137 / 1 / 1000

13. Save the order. a)

Save

14. Change the order again. a)

Operations

15. Define the following data: Purchase requisition number of the first external processing operation: Purchase requisition number of the second external processing operation: a)

Select both external processing operations and choose Act data to display the purchase requisition numbers.

Task 2: Material planning 1.

Add the following components from the structure list to the second operation: Cable with shock-proof plug


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Hard drive, 20 GB a)

Logistics → Customer Service → Service Processing → Order → Service Order → Change (IW32) Field name or data type

Values

Order

Your order number

Operations Select the second operation and choose General Selection: Structure list Select the components with the material numbers R-1120 and R-1160 and then Choose. 2.

In addition, add the following non-stock item: Material R-1133, quantity 1, item category N a) Field name or data type

Values

Component

R-1133

Requirement quantity

1

Item category

N

Continue 3.

Check the availability of the first material. a)

4.

Select the first component, choose Check material availability and then Continue.

Go back to the operation overview and call up the availability check for all the stock materials. Are all stock materials available? a)

Back Material availability, overall

5.

Save the order. a)

Save Continued on next page

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6.

Change the order again. a)

7.

Components

Display the material availability list. Define the following data: a)

Order → Functions → Availability → Availability list Back

8.

Reservation number of the first component: a)

Select the first component and choose Gen data to define the reservation number. Back

9.

Purchase requisition number of the third component: a)

Select the first component and choose Purchasing to define the number of the purchase requisition.

10. Check the planned costs for this order. Sum of the planned costs: a)

ChooseBack and then Costs to display the planned costs.

Task 3: Creating quotations 1.

Your customer would like a quotation for performing a PC installation. To calculate a quotation, you first create a service order. The required activities are planned in this order.


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Create a service order with the order type SM02 for the functional location TCST##-PROD. a)

Create service order Logistics → Customer Service → Service Processing → Order → Service Order → Create (General) (IW31) Field name or data type

Values

Order type

SM02

Functional Location

TCST##-PROD

Enter 2.

Use the order to create a quotation for PC installation. Enter a suitable short text. a)

3.


Values

Order short text

PC Installation

Choose Operations and enter a planned work time of 10 hours for the first operation. Create a second operation with the short text Drive hours, planned work time 4 hours, and service type 1413. a)

4.

Operations Field name or data type

Values

Work (first operation)

10 hours

Second operation: Operation short text / Work / Activity type

Drive hours / 4 hours / 1413

Call up the detail screen for the first operation and assign the following stock material to the operation:


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Material number R-1120, required quantity 10 pieces, item category L. a)

5.

Select the first operation and choose General. Field name or data type

Values

Component

R-1120

Requirement quantity

10

Item category

L

Save the service order. What order number is assigned? a)

Save Order number: See system message.

6.

Create a quotation for the service order Create a quotation for the service order you have just created. Enter the order number and choose Sales price basis view. a)

Create a quotation for the service order Logistics → Customer Service → Service Processing → Order → Service Order → Create Quotation (DP80) Field name or data type

Values

Service order

Your order number

Sales price basis view 7.

What net value will appear in the order? a)

8.

Save the quotation. a)

9.

Net value: See column net value.

Choose Create quotation and then Yes to confirm.

What number is given to the order? a)

You see the quotation. Choose Save.

10. Accept quotation The customer accepts the quotation. Continued on next page

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Change the service order and accept the quotation. a)

Accept quotation Logistics → Customer Service → Service Processing → Order → Service Order → Change (IW32) Field name or data type

Values

Service order

Your order number

Header data Choose the path Order → Functions → Accept quotation. 11. What number does the automatically created billing request have? a)

264

Number of billing request: See system message.


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Exercise 11: Order Processing Exercise Duration: 15 Minutes

Exercise Objectives After completing this exercise, you will be able to: • Select orders. • Place the orders in process, release, and print them.

Business Example The processing of service orders will be carried out soon. All the documents and materials required to process orders are prepared for the technicians.

Task: Selecting, releasing, and printing service orders 1.

Some orders must be released. You use the order list to do this. Select you service orders in the function Service Order List - Change.

2.

Select the Order status outstanding and enter the period of time from yesterday to tomorrow. So that only your orders appear, enter your user name in Entered by. Choose Execute. Note: If only one order has been found, you will branch directly to the order detail screen.

3.

Select the order for the server enhancement and choose Detail. Set the order to in process. Choose Print + online window. Confirm all the shop papers that are defaulted and choose Print/fax.

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4.

Select the order for the PC installation and release it.

5.

Leave list editing.

6.

Display the print output on the screen.


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Solution 11: Order Processing Task: Selecting, releasing, and printing service orders 1.

Some orders must be released. You use the order list to do this. Select you service orders in the function Service Order List - Change. a)

2.

Logistics → Customer Service → Service Processing → Order → Service Order → Service Order List → Change (IW72)

Select the Order status outstanding and enter the period of time from yesterday to tomorrow. So that only your orders appear, enter your user name in Entered by. Choose Execute. Note: If only one order has been found, you will branch directly to the order detail screen. a) Field name or data type

Values

Order status

Outstanding

Period from

Yesterday

Period to

Tomorrow

Created by

Your username

Execute 3.

Select the order for the server enhancement and choose Detail. Set the order to in process. Choose Print + online window. Confirm all the shop papers that are defaulted and choose Print/fax. a)

Select the order for the server enhancement and choose Detail. Choose Put in process and then Print with online window. Print/fax


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4.

Select the order for the PC installation and release it. a)

5.

Leave list editing. a)

6.

Back (twice)

Display the print output on the screen. a)

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Select the order for the PC installation and choose Release order.

UseSystem → Own spool requeststo display the print output.


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Exercise 12: Order Confirmation Exercise Duration: 20 Minutes

Exercise Objectives After completing this exercise, you will be able to: • Confirm the hours worked. • Enter the activity reports for the order. • Confirm the material withdrawals. • Technically complete the order.

Business Example After the service order is processed, the materials taken from the stock and the hours worked are entered into the system. An activity report is generated for the order and all the relevant information that has been created during the execution of the order is documented during order confirmation.

Task 1: Confirming material withdrawals. 1.

Post the goods issue for the planned components used in the service order for the server enhancement. Choose the activity Goods issue and the reference document order. Take the order number into consideration and enter the storage location 0001.

2.

A disk drive was also needed. Post to the same service order an unplanned goods issue for Material R-1150 (disk drive), quantity 1. Plant: 1200 Storage location: 0001

Task 2: Confirming hours worked The server enhancement and PC installation is complete. 1.

Overall completion confirmation. Choose the function Overall completion confirmation. Continued on next page

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2.

Enter the order number for the server enhancement and use Enter to confirm.

3.

Enter the actual work times for the first three operations. Delete the lines containing the fourth and fifth operations.

4.

Save the confirmation.

5.

Enter your service order number for the PC installation.

6.

Enter an actual work time for each operation. For the first operation click on Data for operation (magnifying glass), to confirm the components. Enter storage location 0001. Save the confirmation.

Task 3: Confirming times and activities 1.

When enhancing the network server, a defective disk drive was also exchanged. Record this fact by entering a time confirmation in the function Overall completion confirmation. Enter the order number and the operation number 10. Confirm the warning messages that say final confirmation has already taken place for the order and the operation.

2.

Enter an actual work time of one hour in the first operation. Because warranty services are involved, choose the accounting indicator Warranty.

3.

From the overall completion confirmation, enter a notification of the type activity report.

4.

Change the short text accordingly. In the item data, choose an object part, damage, and a cause code, and enter notification activity documents.

5.

Return to the overall completion confirmation and save the confirmation.

Task 4: Technical completion 1. 2.

All work is now complete, so you can technically complete the order. Select both your orders in the function Change service order lists. Order status: In process Time:Yesterday to the day after tomorrow Entered by: Your user name Continued on next page

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3.

Technically complete both orders. You can also complete the activity report.

Task 5: Displaying the order

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1.

You recheck that all the data entered before the order is billed. Display the order for the server enhancement.

2.

Display the document flow and the lists of confirmations/goods movements.

3.

Display the cost report.


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Solution 12: Order Confirmation Task 1: Confirming material withdrawals. 1.

Post the goods issue for the planned components used in the service order for the server enhancement. Choose the activity Goods issue and the reference document order. Take the order number into consideration and enter the storage location 0001. a)

Logistics → Customer Service → Service Processing → Confirmation → Goods Movement → Goods Movement (MIGO) Field name or data type

Values

Activity

Goods issue

Reference document

Order

Order

Your order number

Enter Tabstrip Wk Field name or data type

Values

Storage location

0001

Item OK

Set indicator

Select the second row. Tabstrip Wk Field name or data type

Values

Storage location

0001

Item OK

Set indicator

Post 2.

A disk drive was also needed. Post to the same service order an unplanned goods issue for Material R-1150 (disk drive), quantity 1. Plant: 1200 Continued on next page

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Storage location: 0001 a)

New items Field name or data type

Values

Plant

1200

IStorage location

0001

Material Field name or data type

Values

Material

R-1150

Quantity Field name or data type

Values

Quantity in units of entryl

1

Account assignment Field name or data type

Values

Order

Your order number

Post

Task 2: Confirming hours worked The server enhancement and PC installation is complete. 1.

Overall completion confirmation. Choose the function Overall completion confirmation. a)

Logistics → Customer Service → Service Processing → Confirmation → Entry → Overall Completion Confirmation (IW42)


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2.

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Enter the order number for the server enhancement and use Enter to confirm. a) Field name or data type

Values

Order

Your order number

Enter 3.

Enter the actual work times for the first three operations. Delete the lines containing the fourth and fifth operations. a) Field name or data type

Values

Actual time

Enter a time for the first three operations

Select the fourth and fifth operations and choose Delete line 4.

Save the confirmation. a)

5.

Save

Enter your service order number for the PC installation. a) Field name or data type

Values

Order

Your order number

Enter 6.

Enter an actual work time for each operation. For the first operation click on Data for operation (magnifying glass), to confirm the components. Enter storage location 0001.


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Save the confirmation. a) Field name or data type

Values

Actual time

Enter times

Operation data Field name or data type

Values

Storage location

0001

Save Enter

Task 3: Confirming times and activities 1.

When enhancing the network server, a defective disk drive was also exchanged. Record this fact by entering a time confirmation in the function Overall completion confirmation. Enter the order number and the operation number 10. Confirm the warning messages that say final confirmation has already taken place for the order and the operation. a)

Logistics → Customer Service → Service Processing → Confirmation → Entry → Overall Completion Confirmation (IW42) Field name or data type

Values

Order

Your order number

Operation

10

Enter Yes (twice)


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Enter an actual work time of one hour in the first operation. Because warranty services are involved, choose the accounting indicator Warranty. a)

3.

Values

Actual time

1

Accounting indicator

G1

From the overall completion confirmation, enter a notification of the type activity report. a)

4.


Notification

Change the short text accordingly. In the item data, choose an object part, damage, and a cause code, and enter notification activity documents. a) Field name or data type

Values


Disk drive changed

Object part

Disk drive

Damage/problem

Diskette cannot be read

Cause code

For example, poor construction

In Activities, select an activity code. 5.

Return to the overall completion confirmation and save the confirmation. a)

Back Save

Task 4: Technical completion 1.

All work is now complete, so you can technically complete the order. Select both your orders in the function Change service order lists. a)

2.


Order status: In process Continued on next page

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Time:Yesterday to the day after tomorrow Entered by: Your user name a) Field name or data type

Values

Order status

In process

Period from

Yesterday

Period to

Day after tomorrow

Created by

Your username

Execute 3.

Technically complete both orders. You can also complete the activity report. a)

Select your orders, choose Complete (technically), and then incl. notifications.

Task 5: Displaying the order 1.

You recheck that all the data entered before the order is billed. Display the order for the server enhancement. a)

Logistics → Customer Service → Service Processing → Order → Service Order → Display (IW33) Field name or data type

Values

Order

Your order number

Header data


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2.

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Display the document flow and the lists of confirmations/goods movements. a)

Document flow Back Extras → Order documents → Completion confirmations Back Extras → Order documents → Goods movements Back

3.

Display the cost report. a)

278

Costs


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Exercise 13: Billing Exercise Duration: 15 Minutes

Exercise Objectives After completing this exercise, you will be able to: • Process the dynamic items for a service order • Create a billing request for a service order • Create a billing document

Business Example The customer is billed for the work.

Task 1: Creating a billing request 1.

You must first create a billing request for the service order to be able to create a billing document. Choose the function Billing Request – Process Individually

2.

Enter the order number for the server enhancement and choose Expenditure view.

3.

The disk drive should not be included in the bill. For this reason, select the dynamic item and choose Cancel all.

4.

Switch to the Sales price view.

5.

What net value is charged to the customer?

6.

What has happened to the time confirmation for which you entered an accounting indicator?

7.

Save the billing request. Delete the billing block in the billing request and save again. What number does the billing request have?

8.

Change the billing request for the order with the quotation and delete the billing block.


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Task 2: Creating a billing document

280

1.

Choose the function Process Billing Due List.

2.

Select from yesterday to today as Billing date. For the Sold-to party, enter your customer with the number T-CSD##. Select underDocuments to be selected “Order-related ”.

3.

Display the billing due list and save the billing documents.

4.

How many billing documents were created? What numbers do they have?


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Solution 13: Billing Task 1: Creating a billing request 1.

You must first create a billing request for the service order to be able to create a billing document. Choose the function Billing Request – Process Individually a)

2.

Logistics → Customer Service → Service Processing → Completion → Billing Request → Process Individually (DP90)

Enter the order number for the server enhancement and choose Expenditure view. a) Field name or data type

Values

Service order

Your order number

Expenditure view 3.

The disk drive should not be included in the bill. For this reason, select the dynamic item and choose Cancel all. a)

4.

Switch to the Sales price view. a)

5.

Sales price view

What net value is charged to the customer? a)

6.

Select the line that contains the material number R-1150 and choose Cancel all.

The net value appears above/right.

What has happened to the time confirmation for which you entered an accounting indicator? a)

Expand All Nodes A discount of 100% is calculated for the time confirmation with the accounting indicator.


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Save the billing request. Delete the billing block in the billing request and save again. What number does the billing request have? a)

Save the billing request and then Yes. Field name or data type

Values

Billing block

Delete

The billing request number is displayed. Save 8.

Change the billing request for the order with the quotation and delete the billing block. a)

Logistics → Customer Service → Service Processing → Order → Sales Order → Change (VA02) Field name or data type

Values

Order

Billing request number


Values

Billing block

Delete

Save

Task 2: Creating a billing document 1.

Choose the function Process Billing Due List. a)

Logistics → Customer Service → Service Processing → Completion → Billing Document → Edit Billing Document List (VF04)


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2.

Select from yesterday to today as Billing date. For the Sold-to party, enter your customer with the number T-CSD##. Select underDocuments to be selected “Order-related ”. a)

3.


Values

Billing date from

Yesterday

Sold-to party

T-CSD##

Documents to be selected

Order-related

Display the billing due list and save the billing documents. a)

Display billing due list Save

4.

How many billing documents were created? What numbers do they have? a)

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Select the line that contains the group number and choose Documents to see the invoice numbers and the number of invoices.


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Exercise 14: Order Completion Exercise Duration: 10 Minutes

Exercise Objectives After completing this exercise, you will be able to: • Display the result of a service order • Settle an order • Complete an order

Business Example Service order results are transferred to Controlling where they can be evaluated in aggregated form. Further posting to orders is blocked after the settlement has taken place.

Task 1: Cost and revenue analysis 1.

Display the order for the server enhancement. Choose Costs and display the overview according to the value categories.

2.

Display the Report planned/actual.

3.

How high is the result of the order?

Task 2: Determining the settlement rule 1.

Display the settlement rule for the order. Account assignment category:

2.

Display the detail screen for a distribution rule and display the profitability segment account assignment.

Task 3: Settling an order 1.

Choose the function Order settlement – Single settlement Continued on next page

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Enter the Controlling area 1000. 2.

Enter the order number for the server enhancement. Enter the current month as the Settlement period. Delete the Test run indicator and choose Execute. Do the same for the orderPC Installation.

3.

Display the order for the server enhancement. Choose Costs and display the Planned/actual report.

4.

What has changed?

Task 4: Business completing orders

286

1.

Choose Service Order List – Change.

2.

Select all completed orders (entered by you) in the period of time from yesterday to tomorrow.

3.

Select the orders for the server enhancement and the PC installation and business complete the orders.


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Solution 14: Order Completion Task 1: Cost and revenue analysis 1.

Display the order for the server enhancement. Choose Costs and display the overview according to the value categories. a)


Values

Order

Your order number

Costs 2.

Display the Report planned/actual. a)

3.

Report planned/actual

How high is the result of the order? a)

Result of the order: Column Total actual, last line. Back

Task 2: Determining the settlement rule 1.

Display the settlement rule for the order. Account assignment category: a)

Settlement rule Account assignment category: Result object

2.

Display the detail screen for a distribution rule and display the profitability segment account assignment. a)

Select a line and choose Detail to display the settlement receiver. Next, choose Profitability segment – Display account assignment.


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Task 3: Settling an order 1.

Choose the function Order settlement – Single settlement Enter the Controlling area 1000. a)

Logistics → Customer Service → Service Processing → Completion → Order Settlement → Settle Individually (KO88) Field name or data type

Values

Controlling area (If necessary, window no longer appears)

1000

Enter 2.

Enter the order number for the server enhancement. Enter the current month as the Settlement period. Delete the Test run indicator and choose Execute. Do the same for the orderPC Installation. a) Field name or data type

Values

Order

Your order number

Settlement period

Current month

Test run

Delete indicator

Execute Back


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3.

Display the order for the server enhancement. Choose Costs and display the Planned/actual report. a)


Values

Order

Your order number

Costs Report planned/actual 4.

What has changed? a)

A credit is created, the actual sum for the order is zero.

Task 4: Business completing orders 1.

Choose Service Order List – Change. a)

2.


Select all completed orders (entered by you) in the period of time from yesterday to tomorrow. a) Field name or data type

Values

Order status

Completed

Period from

Yesterday

Period to

Tomorrow

Created by

Your username

Execute 3.

Select the orders for the server enhancement and the PC installation and business complete the orders. a)

Select your orders and choose the pathOrder → Completion → Complete (Business) Confirm using Complete orders.

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Lesson Summary You should now be able to: • Identify the components of service orders • Identify the steps to process a simple order • Identify the planning order operations and components • Create service quotations • Perform service orders • Confirm and bill service orders • Complete service orders

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Unit Summary

Unit Summary You should now be able to: • Identify the components of service orders • Identify the steps to process a simple order • Identify the planning order operations and components • Create service quotations • Perform service orders • Confirm and bill service orders • Complete service orders

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Unit Summary

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Test Your Knowledge

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Briefly, list the main functions of a service order.

2.

What is the next step in the process flow of a simple order after the order has received the system status, Released, and the shop papers have been printed?

3.

State the order types that exist in the standard settings.

4.

State the criteria on which the billing of the service order will be based.

5.

State the reasons why the system should support the user to select order data.


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6.

If the reference object has an active warranty, state the functions that the system uses to inform the user.

7.

State the consequences of completing a service order.


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Test Your Knowledge

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Answers 1.

Briefly, list the main functions of a service order. Answer: The three main functions of a service order are: Planning services, such as repair, servicing and inspection activities, installation, and modification. Support of execution and monitoring. Settlement of expenses incurred as a result of the order.

2.

What is the next step in the process flow of a simple order after the order has received the system status, Released, and the shop papers have been printed? Answer: After the shop papers have been printed, the technician confirms the number of hours worked and the materials consumed. Additional information regarding the activities, damage, and the causes of damage are entered in the notification. The technician then technically completes the order and the notification.

3.

State the order types that exist in the standard settings. Answer: The service order type controls whether or not the service order is revenue-bearing. The following order types exist in the standard setting:· SM01: Service order with assignment to a sales order item, which is an item of a service contract or of a sales order - non revenue-bearing· SM02: Service order without assignment to a sales item - revenue-bearing· SM03: Service order for returns and repair processing assigned to an item of the customer repairs order - non revenue-bearing.

4.

State the criteria on which the billing of the service order will be based. Answer: The service order will be billed based on the quotation with the planned effort, the actual effort, or the fixed price of the service product.

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State the reasons why the system should support the user to select order data. Answer: There are many reasons for the system to support you to select order data. Some of these reasons are listed below: • • • •

6.

You want to change or display a particular order, but you do not know its number. You want to change or display several orders that have certain characteristics. You want to perform particular functions simultaneously for several orders that have certain characteristics. You want to obtain an overview of all the operations, components, or permits that meet certain criteria.

If the reference object has an active warranty, state the functions that the system uses to inform the user. Answer: If the reference object has an active warranty, the system informs the user assuming the corresponding settings have been made, using the following functions: Processing of the notification or service order. Creation of the billing request.

7.

State the consequences of completing a service order. Answer: The consequences of completing a service order are: Order can no longer be changed. Order can no longer be posted to. Status, Completed.

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Unit 6 Returns and Repairs

233

This is a completely new process from release 4.5. It can be used for nearly all the variations of an in house repair. It will provide you with an overview of the returns and repairs processing concept and options.

Unit Overview This unit will help you understand the various phases of repairs processing. It will examine how to create and process a customer repairs order. Further, you will be able to identify a repair acceptance and complete a repair order technically.

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

Identify the various phases of repairs processing Create and process a customer repairs order Identify repair acceptance Complete a repair order technically

Unit Contents Lesson: Processing Repair Orders ............................................... 298 Demonstration: Demonstration of Simple Repairs Process .............. 301 Demonstration: Demonstration of Repairs Order with Notification, Service Product, and Loan Item ........................................................ 306 Exercise 15: Order Entry and Returns Delivery ............................ 307 Lesson: Repair Order Entry and Returns Delivery ............................. 313 Exercise 16: Outbound Delivery and Billing ................................ 321 Exercise 17: Technical Check and Repairs Processing ................... 327

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Lesson: 234

PLM301

Processing Repair Orders Lesson Duration: 20 Minutes

Lesson Overview This lesson will help you to understand the various phases of repairs processing and how to create and process a customer repairs order.


Identify the various phases of repairs processing Create and process a customer repairs order

Customizing defines the activities that are defaulted by the system and the activities that you are able to add in each phase. The phases are fixed and cannot be changed. Quotations are not supported in the standard. You can customize SD so that you can create a quotation with reference to the RA order. This is a completely new process from release 4.5. It can be used for nearly all the variations of an in house repair. This is the overview of the returns and repairs processing concept and options.

Business Example In your organization, a customer returns a defective device and requests that it be repaired. The item is repaired in accordance with the request. As an employee, you must know the possible variations of this scenario.

Understanding Repair Process Phases of Repairs Processing Which activities are defaulted by the system and which activities you are able to add in each phase is defined in customizing (repair procedure – linked to the sales order item category). The phases are fixed and can not be changed. Note: Quotations are not supported in standard.

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Lesson: Processing Repair Orders

You can customize SD so that you can create a quotation with reference to the RA order.

Figure 67: Repairs Processing

In repairs processing, you document the customer’s request to repair a defective serviceable item. To do this, you create a service notification. The system creates a customer repairs order from the notification. You can also create the customer repairs order directly. After the serviceable item is delivered, the goods receipt is posted to a customer special stock for the repair order. The serviceable item undergoes a technical check when the goods receipt is posted. During this process, the technician decides which operations are required to comply with the requirements of the customer. The results of the technical check are entered in the repair order. If the technical check informs you that the item is not worth repairing, the material can be scrapped and a credit memo and (or) the exchange parts can be delivered to the customer. OSS note number, 153869, describes how to create a quotation for repair work after a technical check. If the item is worth repairing, the system generates a service order that describes the technical execution of the repairs.

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After the item is repaired, you can deliver it back to the customer. The cost of the repair or a previously agreed fixed price is then billed to the customer.

Figure 68: Phases of Repairs Processing

The overall process is divided into three phases. You can define the operations to be automatically proposed by the system for each phase or the ones that can be entered by the user, in the repair procedure. The system determines the repair procedure using the item category of the repair request item. Repair acceptance starts when you create the customer repairs order. The possible operations include the returns delivery, dispatch of loan equipment, and outbound delivery. The repairs start when you post the goods receipt for the returns delivery. The possible operations include repairs with the automatic generation of a service order, delivery of exchange parts or unrepaired serviceable items to the customer, scrapping of items or creation of a credit memo. Repair completion confirmation starts when you technically complete the relevant service order. The possible operations include the delivery of repaired serviceable items and exchange parts, collection of loan equipment, and creation of an invoice or credit memo. The repair request item maintains the “Business decision to be made” status until the required operation is created at a particular stage in repairs processing.

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The repair request item is given the “Business decision made” status after the necessary operation is created at a particular stage in repairs processing.

Demonstration: Demonstration of Simple Repairs Process Purpose To demonstrate the simple repairs process.

System Data System: Client: User ID: Password: Set up instructions: 1. Create the customer repair order, RA/1000/14/00. You can create it directly or from a new notification. 2.

Customer t-csd00, material t-fsn00, quantity 1.

3.

Display the Repairs screen.

4.

Save the customer repairs order.

5.

Create the returns delivery: delivery type LR, shipping point 1200. Post goods issue (= in this case goods entry) → Material is in customer repair order stock.

6.

Change the customer repairs order again. Go to the Repairs screen. Show what has changed. Show how to add new subitems in the Repairs screen, but do not save the subitems. Return to the order overview and copy the system proposal, service order is created. Save the customer repairs order.

7.

Display the customer repairs order and the automatically created service order.

8.

Optional: Show the table that is required to create a service order automatically: Logistics → Customer Service → Service Processing → Environment → Sales and Distribution → Service products

9.

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Enter the completion confirmation for the service order. Complete the service order technically.


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10. Display the customer repairs order repair screen with the updated data and the automatically created subitem (delivery). 11. Create outbound delivery for the customer repairs order, Shipping point: 1200. Go to the subsequent functions and create a transfer order, warehouse 012, adopt picking quantity 2. Save the transfer order. → The goods issue is posted. 12. Create the billing request for the customer repair order. No billing request is created, but new subitems in the customer repair order that are relevant for billing. 13. Create the billing document for the customer repair order. 14. Settle the service order. The costs are transferred to the customer repair order item. 15. Display the customer repair order item cost report. 16. Optional: Display the customer repair order item settlement rule. Settle the customer repair order to CO-PA.

Repair Orders Structure of Customer Repairs Order The repair screen is a special view on the subitems.

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Figure 69: Structure of Customer Repairs Order

An item is created in the customer repairs order for each serviceable item category, material number, or repair request item. The system typically generates a returns item as a subitem from this information. The system performs a technical check and makes a business decision upon receipt of the goods. Depending on the results of the check, it generates one or more subitems that represent the extended business process consisting of repair, delivery of an exchange part, scrapping, or creation of a credit memo. The system automatically generates a service order from the subitem for the repair that is used to plan, execute, and confirm the repair work. When you technically complete the order, the system generates an outbound delivery item in the customer repairs order. This is used as the basis for the delivery with which the repaired serviceable item is returned to the customer.

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If you perform resource-related billing, billing-relevant subitems are created in the customer repairs order, which the system copies to the billing items during billing. • •

Service Notification Service Product/Service Material –

Description of Service

•

– Pricing Serial Numbers

•

– Stock Tracking for Single Units Loan Equipment Processing

•

– Shipment and Pickup of Loan Equipment Inspection Lot –

Further Process Flow Depending on Usage Decision

You can combine different functions during repairs processing to define a concrete process suitable for your company. You can create customer repairs orders directly from a service notification. The system uses the notification number as the Return Material Authorization (RMA) number and copies it as an external purchase order number to the customer repairs order. A service product is used to describe the work to be performed for pricing purposes when a fixed price is being calculated. You can use serial numbers to identify the serviceable items uniquely in repairs processing. Depending on the settings in the material master of the serviceable item, it is possible that goods movements for the customer repairs order can take place only if you specify the serial number(s). Loan equipment processing in which the loan equipment is shipped and picked up can be triggered from repairs processing. You need to do this if the customer requires a replacement device while the customers own equipment is being repaired. You can use inspection lots in Quality Management (QM) in the technical check. The system automatically generates an inspection lot for the technical check for a returns goods receipt. The system does this if you have made the corresponding settings in the material master of the serviceable item. The subsequent repairs process flow depends on the usage decision you have entered for this inspection lot.

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Figure 70: Serviceable Item and Service Product

When you create a customer repairs order, the terms, serviceable item and service product, both play an important role. Depending on the settings for the sales document type, you enter either only the material number of the serviceable item in the item, sales document type RA, or two material numbers for each item, the serviceable item and the service product, sales document type, RAS. The serviceable item is the category of the device to be repaired, such as notebook, 486. The service product represents the service material that describes the service for the customer. Examples of service products can be Repair PC for fixed price or upgrade. You can use the service product to determine a fixed price for the work. Alternatively, you can determine a task list using the service product from which the system copies the operations and components of the automatically generated service order. If you are not working with a service product, you can determine a task list using the serviceable item. The system uses the corresponding condition records in material determination to link the service products with the relevant serviceable items. If you use the functions to lend serviceable items, you can use material determination to determine the possible material numbers for the items that can be sent as loan equipment.

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Demonstration: Demonstration of Repairs Order with Notification, Service Product, and Loan Item Purpose To demonstrate the repair order with the notification, service product, and loan item.

System Data System: Client: User ID: Password: Set up instructions: 1. Create a problem notification for the customer, 1171.

306

2.

Create a customer repair order from the notification through the action box, order type RAS, material R-1001, quantity 3, service product SM-PCREP. Select Edit the notification and order and show the RAS order with 2 material numbers for each item.

3.

Go to the repair screen and enter a subitem for loan. Save the customer repair order.


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Exercise 15: Order Entry and Returns Delivery Exercise Duration: 15 Minutes

Exercise Objectives After completing this exercise, you will be able to: • Create a customer repairs order • Create a returns delivery

Business Example In the order a customer enters the record of the repair of defective devices in the service center of your organization. The customer sends the devices for repair.

Task 1: Creating a customer repair order 1.

Your customer is sending two defective PCs to the service center for repair, because in this case the telephone consulting is insufficient. Create a type RA customer repair order. Sales organization: 1000 Distribution channel: 14 Division: 00

2.

Enter your customer T-CSD## as the sold-to party. The customer’s purchase order number is RA-##. The customer wants two devices with the material number T-FSN## to be repaired.

3.

Branch to the Repair screen of the repair request item. Which operation has been generated as a subitem?

4.

Return to the item overview. Select Process → Display range → All items Continued on next page

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to display the subitems that have been generated. 5.

Create the returns delivery directly from the customer repair order. Number of customer repair order: Set the delivery type LR.

6.

The customer sends the serial numbers 20 and 21 to be repaired. The numbers are not yet available as master records. Assign the serial numbers to the delivery item.

7.

Post the goods receipt

Task 2: Displaying the serial number master record

308

1.

To check if the goods receipt has been properly posted, display the serial number master record for the material, T-FSN##, serial number 20.

2.

What can you see in the Stock information?


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Solution 15: Order Entry and Returns Delivery Task 1: Creating a customer repair order 1.

Your customer is sending two defective PCs to the service center for repair, because in this case the telephone consulting is insufficient. Create a type RA customer repair order. Sales organization: 1000 Distribution channel: 14 Division: 00 a)

Logistics → Customer Service → Service Processing → Order → Customer Repair → Create (VA01)

b)

c) 2.


Values

Order type

RA

Sales organization

1000


14

Division

00

Enter

Enter your customer T-CSD## as the sold-to party. The customer’s purchase order number is RA-##.


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The customer wants two devices with the material number T-FSN## to be repaired. a)

3.


Values

Sold-to party

T-CSD##

Purchase order no.

RA-##

Material

T-FSN##

Order quantity

2

Branch to the Repair screen of the repair request item. Which operation has been generated as a subitem? a)

Repairs An operationReturns has been generated.

4.

Return to the item overview. Select Process → Display range → All items to display the subitems that have been generated. a)

Back Process → Display range → All items

5.

Create the returns delivery directly from the customer repair order. Number of customer repair order: Set the delivery type LR. a)

Sales document → Deliver Number of the customer repairs order: See field Order Field name or data type

Values

Predefine delivery type

LR

Delivery type b)

Enter Continued on next page

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6.

The customer sends the serial numbers 20 and 21 to be repaired. The numbers are not yet available as master records. Assign the serial numbers to the delivery item. a)

Select the item and choose the path Extras → Serial Numbers Field name or data type

Values

Serial Numbers

20 21

Enter 7.

Post the goods receipt a)

Post goods receipt

Task 2: Displaying the serial number master record 1.

To check if the goods receipt has been properly posted, display the serial number master record for the material, T-FSN##, serial number 20. a)

Logistics → Customer Service → Technical Objects → Serial Numbers → Display (IQ03) Field name or data type

Values

Material

T-FSN##

Serial Numbers

20

Enter 2.

What can you see in the Stock information? a)

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The serial numbers are in the sales order stock for the customer repair order.


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Lesson Summary You should now be able to: • Identify the various phases of repairs processing • Create and process a customer repairs order

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Lesson: 247

Lesson: Repair Order Entry and Returns Delivery

Repair Order Entry and Returns Delivery Lesson Duration: 30 Minutes

Lesson Overview This lesson will help you to identify a repair acceptance and complete a repair order technically.


Identify repair acceptance Complete a repair order technically

Explain if the material sent is quality-relevant. An inspection lot in QM is generated automatically when the goods entry is posted. The material is in the blocked stock. One subitem is defaulted because of the repairs procedure settings. The system proposal can be changed, and other subitems can be added. That means that for one customer repair order you can have several service orders. If you split the quantity, you can have several service orders for each customer repairs order item. You need to complete the service order technically to perform the next steps. You cannot split up the quantity within one service order. You can only confirm the whole quantity by completing the service order technically.

Business Example In your organization, a customer returns a defective device to be repaired. The item is repaired in accordance with the request and returned to the customer. The repairs are charged to the customer. As an employee, you must know the possible variations of this scenario. For the better interaction between the customer and your company, you must be able to identify a repair acceptance for the defected device and technically complete a repair order.

Accepting Repairs This is the first step in returns and repairs processing: the customer orders the repair and send in the items. Repair Acceptance

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If the material sent in is quality-relevant (QM data in material master are maintained) an inspection lot in QM is generated automatically when the goods entry is posted. The material is in the blocked stock.

Figure 71: Repair Acceptance

The customer gives instructions to perform the work during repair acceptance and then a customer repairs order is created. The system creates a repair request item for each serviceable item together with the necessary subitems. The settings in the repair procedure mean that a returns item is created automatically. This is used as the basis to create a returns delivery. This is used as the follow-on document for the customer repairs order. You can add additional items, such as a loan equipment item manually. The loan equipment item is used as the basis for the delivery of loan equipment. The system posts the goods receipt for the returns delivery to the customer special stock so that the return stocks can be tracked. The serviceable items remain the property of the customer.

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Figure 72: Repair Start

After the defective item is accepted for repairs, the actual start of the repair process can begin with the technical check and the resulting business decision. Technical check: The items are checked to see if they can be repaired or have to be scrapped, and whether an exchange part needs to be delivered. The system generates a repairs item for the serviceable items to be repaired, which automatically generates a service order. This service order documents the actual repair of the serviceable item. If you are working with inspection lots, an item is generated after you enter a usage decision for the inspection lot. You must manually post goods movements relating to the scrapping of material from the sales order stock. When you send exchange parts, the system generates a delivery on the basis of the subitems created for this purpose.

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Figure 73: Customer Repairs Order and Service Order

You can generate one or more service orders for each repair subitem in the customer repairs order. The following information is available in the service order header: • • • •

Material number of the serviceable item. Quantity of serviceable items to be repaired. If required, the material number of the service product. Number of the customer repairs order and item.

If serial numbers are used, they appear in the object list of the service order. The operations and components for the service order may be taken from a general task list that is assigned to the service product or serviceable item. The item in the customer repairs order is the settlement receiver for the service order.

Completing Repair Order Confirmation Completion Confirmation It is necessary to complete the service order technically to do the next steps (delivery/billing). It is not possible to split up the quantity within one service order. For example, 2 of 3 items are repaired and can be sent out. You can only confirm the whole quantity by completing the service order technically. The repaired items are sent back to the customer. A billing document is created.

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In course PLM335, you can learn how to customize customer repair orders.

Figure 74: Completion Confirmation

The technical completion of the service order triggers an automatic generation of items in the customer repair order. If the serviceable material was posted to the locked sales order stock on goods receipt, it must be reposted to the unrestricted-use sales order stock before technical completion of the service order. The system creates a delivery-relevant subitem for the outbound delivery of the serviceable item to the customer. If the customer has received loan equipment, the system also generates a subitem for the returns delivery of this equipment.

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Figure 75: Billing in Repair Order

In repairs processing, you can either bill the customer for a fixed amount or according to effort. This billing form is defined in the repair request item. The billing form is proposed by the item category and can be changed individually. In resource-related billing, you can create billing-relevant subitems for the repair request item using the function, Create billing request. This is controlled by the dynamic item processor profile (DIP profile) you have entered in the repair request item. The system copies the subitems when you create a billing document. When you bill a fixed amount, the system performs pricing using the service product or the serviceable item, depending on the sales document type. You can create a billing document directly with reference to the customer repairs order. The system generates a billing item for each repair request item.

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When you confirm a service order, the cost information initially collected on the service order becomes available. Because the order type of the service order is not classed as revenue-bearing, revenues are posted to the item in the customer repairs order during billing. The service order is assigned to the account for the item in the customer repairs order. This means that this item is the settlement receiver entered in the settlement rule for the service order. When you settle a service order, its costs are transferred to the item for the customer repairs order. You can display the result of the activity as the difference between the costs and revenues in the cost overview for the item, in the customer repairs order. The item in the customer repairs order also has a settlement rule. When you settle the customer repairs order, the result is transferred to the settlement receiver. For example, the settlement receiver can be a profitability segment from the profitability analysis (CO-PA).

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253


Exercise 16: Outbound Delivery and Billing Exercise Duration: 10 Minutes

Exercise Objectives After completing this exercise, you will be able to: • Deliver the repaired items to the customer • Create an invoice • Display the result of the repair work

Business Example Your company dispatches the repaired device to the customer. The repairs are charged to the customer. As an employee, you must be aware of the process of delivery, creating an invoice of the repaired device, and how to display the result of the repair work done for the device.

Task 1: Creating outbound delivery 1.

To send the repaired device back to the customer, create a delivery. Change the customer repair order

2.

Display the operation that was created when you technically completed the service order. Which operation was created?

3.

Perform the outbound delivery of the repaired device to the customer. Create a delivery directly from the customer repair order.

4.

Use the follow-on functions to create a transfer order for the delivery.

5.

Notification number: Warehouse number: 012 Adopt picking quantity: 2 Book the transfer order so that the goods issue is posted.


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Task 2: Creating billing documents and billing items 1.

Choose the function Billing Request–Process Individually to create billing-relevant items in the customer repair order.

2.

Enter the number of your customer repair order as the sales document. Delete the service order number.

3.

Choose Save billing request.

4.

In the customer repair order, select Edit → Display Criteria → All items to display billing-relevant items that have been created.

5.

Bill the customer repair order directly

6.

Number of the billing document:

Task 3: Settling a service order 1.

Settle the order. Controlling area: 1000

Task 4: Displaying the results of the repairs 1.

Display the cost report for the customer repair order item. How high is the result?

Task 5: Settling the customer repair order 1.

322

Settle the customer repair order.


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Solution 16: Outbound Delivery and Billing Task 1: Creating outbound delivery 1.

To send the repaired device back to the customer, create a delivery. Change the customer repair order a)

Logistics → Customer Service → Service Processing → Order → Customer Repair → Change (VA02) Field name or data type

Values

Order

Your order number

Enter 2.

Display the operation that was created when you technically completed the service order. Which operation was created? a)

Repairs An operation was created for the outbound delivery. Back

3.

Perform the outbound delivery of the repaired device to the customer. Create a delivery directly from the customer repair order. a)

4.

Sales document → Deliver

Use the follow-on functions to create a transfer order for the delivery. a)

In the delivery overview, select Subsequent functions → Create transfer order Save Yes

5.

Notification number: Warehouse number: 012 Adopt picking quantity: 2


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Book the transfer order so that the goods issue is posted. a)

The delivery number is displayed. Field name or data type

Values

Warehouse number

012

Adopt pick. quantity

2

Enter Post

Task 2: Creating billing documents and billing items 1.

Choose the function Billing Request–Process Individually to create billing-relevant items in the customer repair order. a)

2.

Logistics → Customer Service → Service Processing → Completion → Billing Request → Process Individually (DP90)

Enter the number of your customer repair order as the sales document. Delete the service order number. a)

3.


Values

Sales document

Your order number

Choose Save billing request. a)

Save billing request The customer repairs order is changed.

4.

In the customer repair order, select Edit → Display Criteria → All items to display billing-relevant items that have been created. a)

5.

Process → Display range → All items

Bill the customer repair order directly a)

Sales document → Billing Save Continued on next page

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6.

Number of the billing document: a)

Number of billing document: See system message.

Task 3: Settling a service order 1.

Settle the order. Controlling area: 1000 a)

b)

Logistics → Customer Service → Service Processing → Completion → Order Settlement → Settle Individually (KO88) Field name or data type

Values

Controlling area(If window appears)

1000

Order

Your service order number

Settlement period

Current month

Test run

Delete indicator

Execute

Task 4: Displaying the results of the repairs 1.

Display the cost report for the customer repair order item. How high is the result? a)

Logistics → Customer Service → Service Processing → Order → Customer Repair → Display (VA03) Field name or data type

Values

Order

Your order number

Enter Environment → Cost report The result is in the last row of the column Total actual


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Task 5: Settling the customer repair order 1.

Settle the customer repair order. a)

Logistics → Sales and Distribution → Sales → Order → Subsequent Functions → Settlement (VA88) Field name or data type

Values

Sales document

Your order number

Settlement period

Current month

Fiscal year

Current year

Test run

Delete indicator

Execute

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259


Exercise 17: Technical Check and Repairs Processing Exercise Duration: 10 Minutes

Exercise Objectives After completing this exercise, you will be able to: • Create a service order from the customer repair order • Process, confirm, and technically complete the service order

Business Example The technical check for the devices that have been delivered by your company reveals that both need to be repaired. Consequently, you arrange for the repair work to be carried out.

Task 1: Entering the results of technical check 1.

Change the customer repair order. Call up the Repair detailed screen.

2.

How do you recognize that the returns were posted?

3.

Which operation does the system default?

4.

Return to the overview screen. Copy the automatically generated item proposal.

5.

Save the customer repair order.

6.

A service order was automatically generated through the procedure described above. Where can you display the service order? What is the service order number?

Task 2: Confirming and technically completing the service order 1.

The repair work has been carried out.


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Using the function Overall completion confirmation, enter the work times for the service order operations. In addition, enter a goods issue for a motherboard, material number R-1111, from plant 1200, storage location, 0001. All the work is complete, so select Tech. completion and save the confirmation.

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Solution 17: Technical Check and Repairs Processing Task 1: Entering the results of technical check 1.

Change the customer repair order. Call up the Repair detailed screen. a)

Logistics → Customer Service → Service Processing → Order → Customer Repair → Change (VA02) Field name or data type

Values

Order

Your order number

Enter Repairs 2.

How do you recognize that the returns were posted? a)

3.

Which operation does the system default? a)

4.

The quantity 2 is displayed under Received.

The operation Repair is defaulted.

Return to the overview screen. Copy the automatically generated item proposal. a)

Back Copy item proposal: Yes Enter

5.

Save the customer repair order. a)

6.

Save

A service order was automatically generated through the procedure described above. Where can you display the service order?


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What is the service order number? a)

Document flow Service documents Go to the line that contains the service order and select Display document.

Task 2: Confirming and technically completing the service order 1.

The repair work has been carried out. Using the function Overall completion confirmation, enter the work times for the service order operations. In addition, enter a goods issue for a motherboard, material number R-1111, from plant 1200, storage location, 0001. All the work is complete, so select Tech. completion and save the confirmation. a)

Logistics → Customer Service → Service Processing → Confirmation → Entry → Overall Completion Confirmation (IW42) Field name or data type

Values

Order

Your service order number


Values

Actual time

Enter value

Material

R-1111

Quantity

1

Plant

1200

Storage location

0001

Technical completion Save

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Lesson Summary You should now be able to: • Identify repair acceptance • Complete a repair order technically

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Unit Summary

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Unit Summary You should now be able to: • Identify the various phases of repairs processing • Create and process a customer repairs order • Identify repair acceptance • Complete a repair order technically

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Test Your Knowledge

265


State the basis for the delivery with which the repaired serviceable item is returned to the customer.

2.

Explain the phases that consist of the overall repairs process

3.

Which of the following information is available in the service order header? Choose the correct answer(s).

□ □ □ □ 4.

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A B C D

Material number of the serviceable item Quantity of serviceable items not to be repaired If required, the material number of the service product Number of the customer repairs order and item

Define a settlement rule.


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Answers 1.

State the basis for the delivery with which the repaired serviceable item is returned to the customer. Answer: When you technically complete the order, the system generates an outbound delivery item in the customer repairs order. This is used as the basis for the delivery with which the repaired serviceable item is returned to the customer.

2.

Explain the phases that consist of the overall repairs process Answer: The overall process is divided into three phases. You can define the operations to be automatically proposed by the system for each phase or the ones that can be entered by the user, in the repair procedure. Repair acceptance begins when you create the customer repairs order. The possible operations include the returns delivery.

3.

Which of the following information is available in the service order header? Answer: A, C, D Quantity of serviceable items to be repaired.

4.

Define a settlement rule. Answer: When you settle a service order, its costs are transferred to the item for the customer repairs order. The item in the customer repairs order has a settlement rule. When you settle the customer repairs order, the result is transferred to the settlement receiver.

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Unit 7 Service Contracts

267

The participants have learned about the options and the process to return or repair a defective device. Next, explain the concept of service contracts, which are used to enter into long-term agreements with the customers. Additionally, explain the procedure for billing the service contracts.

Unit Overview In this unit, you will learn about the contents and the structure of a service contract. You will examine the different types of service products. In addition, you will identify the effect of a contract assignment on resource-related billing and order settlement for service orders.

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

Identify the contents and the structure of a service contract Identify the contract data for a service contract Outline the billing plan for the contract Identify the price agreements for a service contract Describe the attributes of simple, configurable, and configured service products Identify the different ways to assign a notification or an order to a service contract item Create and process service notifications and service orders with contract reference

Unit Contents Lesson: Service Contracts Contents ............................................. 337

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Unit 7: Service Contracts

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Demonstration: Service Contracts ........................................... 343 Demonstration: Item Conditions and Billing Plan for a Service Contract 343 Demonstration: Pricing Agreements ......................................... 344 Demonstration: Contract Billing .............................................. 344 Exercise 18: Service Contracts .............................................. 345 Lesson: Service Products Overview ............................................. 354 Demonstration: Fixed Service Product ...................................... 358 Demonstration: Configurable Service Product ............................. 359 Demonstration: Configured Service Product................................ 359 Demonstration: Changing Service Contracts .............................. 364 Demonstration: Task Determination ......................................... 364 Demonstration: Contract Process ............................................ 365 Exercise 19: Service Products................................................ 367 Exercise 20: Service Processing with Contract Reference ............... 373

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Lesson: 268

Lesson: Service Contracts Contents

Service Contracts Contents Lesson Duration: 35 Minutes

Lesson Overview In this lesson, you will learn about the contents of a service contract and define its various elements. You will also learn about the data concerning the contract validity period and the contract cancellation. In addition, you will learn about billing a service contract and its price agreements.

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

Identify the contents and the structure of a service contract Identify the contract data for a service contract Outline the billing plan for the contract Identify the price agreements for a service contract

In this lesson, the contents of service contracts are discussed. Participants have already learned about processing customer service orders. Next, explain the contents and the structure of a service contract. Outline the difference between price agreements and contract conditions. This maybe be a little confusing for some participants. Special condition types for price agreements can be mentioned: • •

Condition update: For example, 10 labor hours are free within the whole contract. The granted rebate is cumulated on the contract. Condition with interval-scale: For example, 10 labor hours are free within each repair service that is covered by the contract.

Business Example Your organization wants to get into long-time agreements with the customers and thus wants to find out how these agreements will affect service processing. For this reason, your employer wants you to learn about service contracts.

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Components of Service Contracts Participants understand the need for service notifications. Next, they need to know the basics of a service contract that is used to establish long-term relationship with the customers. Explain the structure of a contract and the billing process for the contracts. Service Contract - Contract Data If the contract is extended automatically, you do not need to enter a contract end date. Service Contract - Price Agreements Outline the difference between price agreements and contract conditions! People often do not understand it. Special condition types for price agreements can be mentioned: Condition update: For example, 10 labor hours are free within the whole contract. The granted rebate is cumulated on the contract. Condition with interval-scale: For example, 10 labour hours are free within each repair service that is covered by the contract.

Figure 77: Contents of Service Contract

For whom: This indicates the different types of customers, such as sold-to party, ship-to party, bill-to party, and payer.

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In which period: The period is determined by information regarding the contract validity period and the cancellation rules. Which services: The services are described by service products in the contract items. Conditions: Include the contract fees that must be paid regularly and the price agreements for resource-related billing.

Figure 78: Structure of Service Contract

The service contract is a sales document. The sales document type, WV (Service and Maintenance), is used as a standard setting. The contract header contains the assignment to the sold-to party and additional partner information. Notice that you can define the contract data and price agreements for the contract header. These are valid for all items for which no alternatives have been defined. You use the header billing plan to determine the settlement periods and billing periods for the item billing plans. The contract items contain the service products and conditions. Contract data, billing plan, and price agreements can also be stored at the item level. The technical objects on which the services are to be performed, are also assigned at item level.

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Functional locations, equipment with or without assembly information, or serial numbers can be entered as technical objects. •

Validity period

•

– Start – End – Date determination rules – Activities to be performed when contract ends Cancellation – –

Cancellation procedure/conditions Cancellation data

The data concerning the contract validity period includes the contract start and end dates, the validity period, and further date information, such as the contract signature, installation, acceptance, and dismantling. Contract start and end dates can be established using the date determination rules. You can also establish which sales activity should be triggered when the contract expires. For example, this could involve the activities to create a quotation or visit the customer. The cancellation data contains the cancellation procedure in which the cancellation rules or conditions are defined. When the contract is cancelled, the cancellation data is entered, such as the reason for cancellation, cancellation receipt date, and requested date. The system checks whether the cancellation request date confirms to the rules defined.

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Figure 79: Service Contract - Billing Plan

The billing plan contains the following information: •

• •

•

•

• • •

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Start and end dates for billing with date determination rules: Enable the start date to be derived from the contract start, installation, or acceptance date. Billing rule: Determine the billing dates. In the example: Monthly billing on the last day of the month. Horizon with determination rule: Represents the period of time for which billing dates are generated, based on the current date. In the example: Current date + 6 months. Settlement periods: Are calculated using the start and end dates together with the billing rule. In the example, the first and last calendar months of the billing period are billed proportionally. Individual billing dates for each billing period. Each billing date has a billing status, (“Processed” = settled, or “Not yet processed” = not yet settled). Price agreements are contract-specific prices, discounts, or deductions. They can be assigned to the contract header or the contract item. They are considered for resource-related billing of service orders that are assigned to the contract.


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Price agreements determine which services are covered wholly, partially, or not at all by the contract. For example, a price agreement can define that all spare parts are free of charge, and that the installation of spare parts is to be invoiced at the rate of $25 per hour. If you perform service orders with reference to the contract, the system takes the price agreements into account in resource-related billing. The system also shows the conditions from the price agreements during pricing for the billing request. This means that the customer is only billed for the expenses that are not covered by the contract.

Figure 80: Contract Billing

Contract billing can be performed in three different ways: • • •

Create individual billing documents by specifying the contract number. Process the billing due list by selecting all the contract items to be billed. Perform regular batch billing as a background process.

Create billing documents for all unprocessed billing dates of billing plans that lie within a given period.

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Demonstration: Service Contracts Purpose To demonstrate the steps to create a service contract.

System Data System: Client: User ID: Password: Set up instructions: 1. Create contract: SC/1000/14/00. Customer: 1032, contract start date: 2 months earlier. 2.

Go to the contract header data and delete the contract end date (contract is valid until cancellation). Explain further contract data.

Demonstration: Item Conditions and Billing Plan for a Service Contract Purpose To demonstrate the item conditions and the billing plan for a service contract

System Data System: Client: User ID: Password: Set up instructions: 1. Enter the material, REPAIR_SERVICE, quantity 2.

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2.

Display and explain the item conditions.

3.

Display and explain the billing plan.

4.

Assign two equipments from sold-to party, 1032, to the contract item.


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Demonstration: Pricing Agreements Purpose To demonstrate the steps to enter into price agreements.

System Data System: Client: User ID: Password: Set up instructions: 1. Enter the pricing agreement for the contract item with the condition type, PPAR, and the material, SM-REPHOUR.

Demonstration: Contract Billing Purpose To demonstrate the steps to display contracts.

System Data System: Client: User ID: Password: Set up instructions: 1. Bill the first two months of the contract. 2.

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Exercise 18: Service Contracts Exercise Duration: 15 Minutes

Exercise Objectives After completing this exercise, you will be able to: • Create a service contract • Bill a service contract

Business Example You and your customer agree on a contract that covers all repair work performed for particular technical devices. A regular fee is charged for the contract.

Task 1: Creating service contracts 1.

Create the service contract that you agreed with your customer. Contract type: SC (Service Contract) Sales organization: 1000 Distribution channel: 14 Division: 00

2.

For the Sold-to party, enter your customer with the number T-CSD##. Enter the first day of the current month as Contract start. Confirm the notification with Enter or Yes. What contract end date is suggested? Copy this date.

3.

For material, enter REPAIR_SERVICE, for target quantity, enter 1.

4.

Assign your piece of equipment, T-CSE1##, to the contract item.

5.

Display the condition screen for this contract item. How high is the net value for this contract item?

6.

Display the condition detail for condition type PPSV. Which calculation type is used here? Continued on next page

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Return to the item overview for the contract. 7.

Choose Display doc. header details and then Contract data.

8.

How was the end date for the contract determined?

9.

What activity is triggered when the contract expires?

10. Under what conditions can the contract be canceled? 11. Display the item billing plan. Billing dates are determined according to which rule? What is the billing value of a billing item? 12. Within the framework of the contract as a whole, the repair work should be billed at 50 EUR per hour. Choose Extras → Price agreements → Header to enter this price agreement. Condition type: PKAR Material SM-REPHOUR, Amount 50 UNI 13. Within the framework of the first contract item, all the materials of the material group, “Spares”, should be free of charge. Condition type: ZZWV Material group 02, Amount 100 % (Discount) 14. Save the service contract. 15. What number is assigned to the contract?

Task 2: Bill a service contract 1.

Choose the function Process Billing Due List. For Billing date, select from today to the last day of the month. For the Sold-to party, enter your customer with the number, T-CSD##. Select under Documents to be selected Order-related.

346

2.

Display the billing due list and save the billing documents.

3.

What number does the invoice have that you created?

4.

Display your contract. Where can you see that billing has already taken place?


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Solution 18: Service Contracts Task 1: Creating service contracts 1.

Create the service contract that you agreed with your customer. Contract type: SC (Service Contract) Sales organization: 1000 Distribution channel: 14 Division: 00 a)

Logistics → Customer Service → Service Agreements → Contracts → Contract → Create (VA41) Field name or data type

Values

Contract type

SC (Service Contract)

Sales organization

1000


14

Division

00

Enter 2.

For the Sold-to party, enter your customer with the number T-CSD##. Enter the first day of the current month as Contract start. Confirm the notification with Enter or Yes. What contract end date is suggested? Copy this date. a) Field name or data type

Values

Sold-to party

T-CSD##

Contract start

First day of current month

Confirm the notification with Enter or Yes. The contract start date plus one year is suggested for the contract end date. Continued on next page

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For material, enter REPAIR_SERVICE, for target quantity, enter 1. a)

4.


Values

Material

REPAIR_SERVICE

Target quantity

1

Assign your piece of equipment, T-CSE1##, to the contract item. a)

Select the contract item and choose Extras → Technical objects Field name or data type

Values

Equipment

T-CSE1##

Back 5.

Display the condition screen for this contract item. How high is the net value for this contract item? a)

Select the contract item and choose Item conditions You can see the net value in the field, Net.

6.

Display the condition detail for condition type PPSV. Which calculation type is used here? Return to the item overview for the contract. a)

Select the line containing the condition type, PPSV and choose Condition detail. Calculation type: Quantity – monthly price Back, two times

7.

Choose Display doc. header details and then Contract data. a)

Display doc. header details Contract data


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8.

How was the end date for the contract determined? a)

9.

The date determination rule Contract start date and contract validity period was used to define the contract end date.

What activity is triggered when the contract expires? a)

A contact is created one month before the end of the contract.

10. Under what conditions can the contract be canceled? a)

Cancellation detail There are two calculation rules: One week right of cancellation, and three months’ notice for cancellation at the end of contract. Back Back

11. Display the item billing plan. Billing dates are determined according to which rule? What is the billing value of a billing item? a)

Select the contract item and choose Bill Plan Rule for billing dates: 11 (last of month for billing date + 1 month). Value of a billing item: See list (column Bill value). Back

12. Within the framework of the contract as a whole, the repair work should be billed at 50 EUR per hour. Choose Extras → Price agreements → Header to enter this price agreement. Condition type: PKAR


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Material SM-REPHOUR, Amount 50 UNI a)

Extras → Price agreements → Header Other condition type Field name or data type

Values

Condition type

PKAR


Values

Material

SM-REPHOUR

Amount

50

Save 13. Within the framework of the first contract item, all the materials of the material group, “Spares”, should be free of charge. Condition type: ZZWV Material group 02, Amount 100 % (Discount) a)

Select the contract item and choose Pricing agreement Other condition type Field name or data type

Values

Condition type

ZZWV


Values

Material pricing group

02

Amount

100-%

Save


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14. Save the service contract. a)

Save

15. What number is assigned to the contract? a)

Number of contract: See system message.

Task 2: Bill a service contract 1.

Choose the function Process Billing Due List. For Billing date, select from today to the last day of the month. For the Sold-to party, enter your customer with the number, T-CSD##. Select under Documents to be selected Order-related. a)

2.

Logistics → Customer Service → Service Agreements → Environment → Sales and Distribution → Billing Document → Billing Document → Maintain Billing Due List (VF04) Field name or data type

Values

Billing data from

Today

Billing data to

Last day of this month

Sold-to party

T-CSD##

Documents to be selected

Order-related

Display the billing due list and save the billing documents. a)

Display the billing due list Save

3.

What number does the invoice have that you created? a)

To define the billing document number, go to the group number and choose Documents.


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Display your contract. Where can you see that billing has already taken place? a)

Logistics → Customer Service → Service Agreements → Contracts → Contract → Display (VA43) Field name or data type

Values

Contract

Your contract number

Enter You can see that billing has already taken place in the document flow: Display the document flow back in the item status of the billing date in the billing plan: Bill plan, column Billst (billing status). Back in the cost report: Environment → Cost → Report.

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Lesson Summary You should now be able to: • Identify the contents and the structure of a service contract • Identify the contract data for a service contract • Outline the billing plan for the contract • Identify the price agreements for a service contract

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Service Products Overview Lesson Duration: 50 Minutes

Lesson Overview In this lesson, you will learn the attributes of simple, configurable, and configured service products. You will also learn about the assignment of a notification or an order to a service contract item. In addition, you will learn how to create and process service notifications and service orders.

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

Describe the attributes of simple, configurable, and configured service products Identify the different ways to assign a notification or an order to a service contract item Create and process service notifications and service orders with contract reference

Participants have already learned about the basics of a service contract. Give an overview of the attributes of different types of service products. Further, explain the effects of contract assignments on the processing of service notifications and orders.

Business Example Your organization enters into a contract that covers all repair work performed for particular technical devices for its customers. You can enhance the contract to include hotline support. After this is done, you need to process customer calls for the hotline contract and perform repair work for the repair contract.

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Lesson: Service Products Overview

Defining Service Products In this lesson, show the options to define service products to be used as contract items. Participants know about service contracts. Next, give them an overview of different types of service products and their respective attributes. Here, you need to show the options of defining service products to be used as contract items.

Figure 81: Overview of Service Products

Fixed, configured, or configurable service products can be entered as contract items. You cannot undertake valuation for fixed service products. The conditions are established using standard price determination. As far as configurable service products are concerned, the values of the characteristic values must be entered in the contract. The conditions are dependent on the characteristic values.

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For configured service products, the characteristic values come from the valuation in the material master record. They cannot be changed in the contract. • • • • •

Non-configurable material. Material master for each product. No variations possible. Price is based on service quantity and time. Examples: – – –

Standard repair service. Standard hotline service. Standard maintenance service.

The standard material type for service materials is DIEN. The services are described using the material text. The prices defined for the materials can be daily, weekly, monthly, or yearly prices. • • • • • •

Indicator “Configurable”. Assignment to one or more classes. Characteristics are assigned to classes. Valuation made in the service contract and not the material master. Attributes of characteristics and characteristic values can be stored in object dependencies. Sales conditions can be defined for characteristic values.

Configurable materials either have the material type, “KMAT” - for which the system automatically sets the indicator, “Configurable”, or another material type, for which you must set this indicator when you create the material master. You can describe the different variations of a service using the material number and the respective characteristic valuation.

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Figure 82: Configurable Service Products - Context

A configuration profile must be created for each configurable material. This profile defines certain characteristics of the configuration. In the configuration profile or in the material master, the material is assigned to one or more classes. Each class contains one or more characteristics. You can define the possible values, which means the characteristic attributes, for each characteristic. Interactions between individual characteristics and characteristic values are represented using object dependencies. You can also assign sales conditions, which means prices or surcharges/discounts, for characteristic values. The system takes the variant conditions into account during pricing in the order. • • • •

Configured service product is a variant of the configurable service product. Material master exists for each variant with reference to the configurable material. Characteristic valuation made in the material master. Valuation of variant (description of service product) specified in the material master record cannot be changed in the service contract.

A configured service product is a variant of a configurable service product.

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This enables frequently-used variants to be defined in the system. A material becomes a configured material when it is assigned to a configurable material in the view, “Basic Data 2”, at the client level or the view, “Materials Planning 3”, at the plant level of the material master. The material number of the configurable material is entered. The variants are then valuated. This means the characteristic values are entered for the characteristics of the configurable material. You can display this valuation in the contract item, but you cannot change it.

Figure 83: Configured Service Products: Example

The characteristics, “Service profile” and “Response profile”, are assigned to the configurable material, “Hotline service”. Due to the fact that not all possible combinations of service and response profiles should be offered to the customer, the configured materials are created with the relevant valuations.

Demonstration: Fixed Service Product Purpose To display the material master data for a fixed service product.

System Data System:

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Client: User ID: Password: Set up instructions: 1. Display the material master for the material, REPAIR_SERVICE. 2.

Display the conditions: condition type PPSV, sales organization 1000, distribution channel 14, and material REPAIR_SERVICE.

Demonstration: Configurable Service Product Purpose To display the material master data for a configurable service product.

System Data System: Client: User ID: Password: Set up instructions: 1. Display the material master for the material, INSPECTION_SERVICE, and explain the classification data.

Demonstration: Configured Service Product Purpose To demonstrate the material master data for a configured service product.

System Data System: Client: User ID: Password: Set up instructions: 1. Display the material master for the material, HOTLINE_SERVICE_B.

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Processing Service Contract In this section, you can show how the contract agreements can affect service notifications and orders. The participants have got an overview of service contracts and service products. Next, explain the possible effects of a contract on the processing of service orders. In course PLM330, you can learn about contract details and customizing.

Figure 84: Service Contract Assignment

A notification or an order can be assigned to a service contract item • • •

Automatically due to the customer or the reference object For several contract items by choosing one contract item By entering the sales document and item numbers

Automatic contract assignment due to the reference object is only possible in the notification and can be activated for each notification type. If you call the contract selection in the notification, contracts for the customer without reference objects are selected. A service order is automatically assigned to a contract item if it has been generated from a notification that refers to a contract.

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You must call up contract selection when you create a service order directly. Alternatively, you can enter the contract number and contract item number directly in the order header. This is only possible for order types that are not revenue-bearing.

Figure 85: Hotline Processing with Service Contract

When you create a service notification, the notification is assigned either automatically or manually to a contract item. The contract data can be displayed on the object information screen for the notification. If you have specified information for the response and service profiles in the configuration of the contract item, this is taken into account when tasks are determined in the notification. To perform this, you must have assigned a configured or configurable service product in the service contract. The characteristic valuation must correspond to a response and service profile. During task determination if no response or service profiles are found for the contract, the profiles assigned to the notification type are used.

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Figure 86: Service Order with Service Contract

The order type, “SM01” is used as the standard setting for service orders with reference to a contract. You can assign the service order to a contract item because it is not classed as revenue-bearing. The contract is assigned based on the previous notification. When you process the service order, you can either call up contract selection or enter the sales document and item numbers for the contract directly. The contract assignment does not affect order planning or confirmation. The price agreements defined in the contract are considered for resource-related billing. The billing request and billing document signify the contract and are displayed in the document flow. There are two types of billing documents for a contract: Periodic billing of the contract based on the billing plan for the contract. Resource-related billing for service orders assigned to the contract. The contract item is transferred to the settlement rule for the service order as a settlement receiver. As a result, the service order is settled against the contract. Costs and revenues for the service order are assigned to the contract.

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The service order collects the costs that arise from using resources. A billing document is generated for resource-related billing. The revenues arising from this billing document are assigned to the service contract. Similarly, the revenues arising from the periodic billing of the service contract are assigned to the service contract. The service order is settled against the service contract. This means that the costs that accrued are assigned to the service contract item. This is how the contract result is determined. The result is as follows: Revenues from periodic billing + Revenues from resource-related billing - Costs from settled service orders = Contract result You can display this result in the cost report for the contract item. The result is settled to the settlement receiver you have entered in the contract item. For example, this can be a profitability segment from profitability analysis (CO-PA).

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Demonstration: Changing Service Contracts Purpose To demonstrate the steps to change service contracts.

System Data System: Client: User ID: Password: Set up instructions: 1. Change the contract and add two new items, INSPECTION_SERVICE and HOTLINE_SERVICE_B. 2.

Create a new notification, customer 1032, and choose the contract item, 30.

Demonstration: Task Determination Purpose To determine tasks.

System Data System: Client: User ID: Password: Set up instructions: 1. Change the notification and allow the system to determine the tasks. Observe the corresponding times.

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Demonstration: Contract Process Purpose To demonstrate the procedure to create service contracts.

System Data System: Client: User ID: Password: Set up instructions: 1. Create a service order, SM01, customer 1032, and assign it to the REPAIR_SERVICE-item of the contract. Enter an operation.

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2.

Release the order.

3.

Use the overall completion confirmation plus the material, R-1120, and complete the order technically.

4.

Create the billing request and explain that the price comes from the contract

5.

Create the billing document.

6.

Settle the service order.

7.

Show the cost report within the contract.

8.

Settle the contract.


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Exercise 19: Service Products Exercise Duration: 10 Minutes

Exercise Objectives After completing this exercise, you will be able to: • Describe the attributes of fixed, configurable, and configured service products

Business Example Your customer enhances the contract to include regular maintenance tasks and hotline support.

Task 1: Configurable service product 1.

Enhance your customer’s service contract. Material: INSPECTION_SERVICE Target quantity: 1 Characteristic evaluation: Service object: Desktop Service strategy: Quarterly Service location: Service at customer site Service radius: Less than 1000 miles

2.

Display the condition screen for this contract item. How high is the net value for this contract item?

3.

Assign your piece of equipment T-CSE1## to the contract item

Task 2: Configured service product 1.

Enhance your customer’s service contract. Material: HOTLINE_SERVICE_B Continued on next page

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Target quantity: 1

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2.

Display the configuration for this contract item.

3.

Save the service contract.


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Solution 19: Service Products Task 1: Configurable service product 1.

Enhance your customer’s service contract. Material: INSPECTION_SERVICE Target quantity: 1 Characteristic evaluation: Service object: Desktop Service strategy: Quarterly Service location: Service at customer site


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Service radius: Less than 1000 miles a)

Logistics → Customer Service → Service Agreements → Contracts → Contract → Change (VA42) Field name or data type

Values

Contract


Enter Continue Field name or data type

Values

Material

INSPECTION_SERVICE

Target quantity

1


Values

Service object

DESKTOP

Service strategy

IQ

Service location

CUST

Service radius

L1000

Back 2.

Display the condition screen for this contract item. How high is the net value for this contract item? a)

Select the second contract item and choose Item conditions You can see the net value in the field Net. Back


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3.

Assign your piece of equipment T-CSE1## to the contract item a)

Select the second contract item and chooseExtras → Technical objects Field name or data type

Values

Equipment

T-CSE1##

Back

Task 2: Configured service product 1.

Enhance your customer’s service contract. Material: HOTLINE_SERVICE_B Target quantity: 1 a)

2.


Values

Material

HOTLINE_SERVICE_B

Target quantity

1

Display the configuration for this contract item. a)

Select the contract item and choose Item details: Configuration. Back

3.

Save the service contract. a)

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Save


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Exercise 20: Service Processing with Contract Reference Exercise Duration: 30 Minutes

Exercise Objectives After completing this exercise, you will be able to: • Create a service notification with reference to a contract • Create a service order with reference to a contract • Describe the possible effects of contracts on service processing

Business Example You receive and process customer calls for the hotline contract. You perform repair work for the repair contract.

Task 1: Hotline processing with reference to contract 1.

Creating service notifications and determining tasks Create a service notification of the type, Problem notification.

2.

Which notification number is assigned?

3.

The customer has questions about system settings. Enter a suitable notification short text. For Sold-to party, enter the customer number, T-CSD##.

4.

Select the equipment, “Maxitec-R 3100 personal computer”, as the reference object.

5.

Is a service contract located?

6.

Choose Determine tasks.

7.

Which tasks are determined? What are the planned finish dates? Where do the tasks and planned finish date come from?

8.

Enter David Johnson (personnel number, 100036) as the person responsible for the task and save the notification. Continued on next page

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Complete the service notification Call up the function List of Tasks - Change

10. Select all incomplete tasks assigned to David Johnson (task partner role RP and personnel number, 100036, in the screen section Task data). 11. Select the task for your notification and choose Notification. 12. Complete the task and complete the notification.

Task 2: Service order with service contract 1.

Create a service order with contract Create a service notification of the type Problem notification.

2.

Which notification number is assigned?

3.

The customer informs you that the network server has broken down. Enter a suitable notification short text. For Sold-to party, enter the customer number, T-CSD##. Enter the equipment T-CSE1##.

4.

Is a service contract located?

5.

Assign the notification to the contract item for the repair services.

6.

Display the object information screen for the equipment.

7.

A technician is required on site. For this reason, create a service order from the notification. Order type: SM01

8.

How do you know that the service order is assigned to the contract item?

9.

In the first operation of the service order, enter a planned work time of four hours.

10. Release the order and save it. 11. Service order number: 12. Confirming the service order Enter the confirmation for technician deployment. Use the function Overall completion confirmation. Continued on next page

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13. Enter the order number and use Enter to confirm. 14. For the first operation, enter an actual time of three hours. Create a second time confirmation for operation 10. Enter an actual time of one hour and change the default activity type to 1413 (drive hours). Enter a goods issue for the material number, R-1120, quantity 1 from plant 1200, storage location 0001. 15. Technically complete the order and save the confirmation data. 16. Resource-related billing Not all services are covered by the repair contract, so resource-related billing is carried out for the service order. Create a billing request in Individual processing for your service order. 17. Choose the Sales price view to display the billing request for the items. 18. Display the price determination for the billing request items. To do this, expand the nodes that are displayed and double-click the items. 19. How do the contractual price agreements affect the amounts? 20. Create the billing request. What number does the billing request have? 21. Delete the billing block and create a billing document directly from your billing request. 22. Save the billing document. What number does the billing document have? 23. Settling an order Choose the function Order settlement – Single settlement. Enter Controlling area 1000. Enter the service order number. Enter the current month as the Settlement period. Delete the Test run indicator and choose Execute. 24. Display the contract. Display the cost report for the first contract item. How high is the result of the contract item? 25. Settle the contract

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Solution 20: Service Processing with Contract Reference Task 1: Hotline processing with reference to contract 1.

Creating service notifications and determining tasks Create a service notification of the type, Problem notification. a)

2.

Which notification number is assigned? a)

3.

Logistics → Customer Service → Service Processing → Notification → Create (Special) → Problem Notification (IW54) Notification number: See Notification

The customer has questions about system settings. Enter a suitable notification short text. For Sold-to party, enter the customer number, T-CSD##. a)

4.


Values


Question about system settings

Sold-to party

T-CSD##

Select the equipment, “Maxitec-R 3100 personal computer”, as the reference object. a)

5.

Values

Equipment

Use search help to select

Is a service contract located? a)

6.


The notification is assigned to the third item in the service contract (field Sales document).

Choose Determine tasks. a)

Define tasks Continued on next page

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7.

Which tasks are determined? What are the planned finish dates? Where do the tasks and planned finish date come from? a)

Tasks The activity, Call customer back, is defaulted with a reaction time of three hours. These entries result from the response profile that was generated when the contract item was configured.

8.

Enter David Johnson (personnel number, 100036) as the person responsible for the task and save the notification. a) Field name or data type

Values

Responsible

Personnel number 100036

Save 9.

Complete the service notification Call up the function List of Tasks - Change a)

Complete the service notificationLogistics → Customer Service → Service Processing → Notification → List of Tasks → Change (IW66)

10. Select all incomplete tasks assigned to David Johnson (task partner role RP and personnel number, 100036, in the screen section Task data). a) Field name or data type

Values

Task data - Partners

Partner function RP Personnel number 100036

Execute 11. Select the task for your notification and choose Notification. a)

Select the task for your notification and choose Notification.


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12. Complete the task and complete the notification. a)

Tasks Select the task and choose Complete. Complete Continue

Task 2: Service order with service contract 1.

Create a service order with contract Create a service notification of the type Problem notification. a)

Create a service order with contract Logistics → Customer Service → Service Processing → Notification → Create (Special) → Problem Notification (IW54)

2.

Which notification number is assigned? a)

3.


The customer informs you that the network server has broken down. Enter a suitable notification short text. For Sold-to party, enter the customer number, T-CSD##. Enter the equipment T-CSE1##. a)

4.

Values


Server breakdown

Sold-to party

T-CSD##

Equipment

T-CSE1##

Is a service contract located? a)

5.


Three valid contract items were found.

Assign the notification to the contract item for the repair services. a)

Select the contract item, REPAIR_SERVICE, and then Choose. Continued on next page

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6.

Display the object information screen for the equipment. a)

Object information Continue

7.

A technician is required on site. For this reason, create a service order from the notification. Order type: SM01 a)

ServOrder Continue

8.

How do you know that the service order is assigned to the contract item? a)

9.

You can see the contract/item numbers in the Sales document field of the service order.

In the first operation of the service order, enter a planned work time of four hours. a) Field name or data type

Values

Work durtn.

4 hours

10. Release the order and save it. a)

Release Save

11. Service order number: a)

Number of service order: See system message.

12. Confirming the service order Enter the confirmation for technician deployment. Use the function Overall completion confirmation. a)

Confirming the service orderLogistics → Customer Service → Service Processing → Confirmation → Entry → Overall Completion Confirmation (IW42)


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13. Enter the order number and use Enter to confirm. a) Field name or data type

Values

Order

Your order number

Enter 14. For the first operation, enter an actual time of three hours. Create a second time confirmation for operation 10. Enter an actual time of one hour and change the default activity type to 1413 (drive hours). Enter a goods issue for the material number, R-1120, quantity 1 from plant 1200, storage location 0001. a) Field name or data type

Values

Actual time

3

Operation (second line)

10

Actual work (second line)

1

Service type (second line)

1413

Material

R-1120

Quantity

1

Plant

1200

Storage location

0001

15. Technically complete the order and save the confirmation data. a)

Technical completion Save

16. Resource-related billing Not all services are covered by the repair contract, so resource-related billing is carried out for the service order. Continued on next page

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Create a billing request in Individual processing for your service order. a)

Resource-related billingLogistics → Customer Service → Service Processing → Completion → Billing Request → Process Individually (DP90) Field name or data type

Values

Service order

Your order number

17. Choose the Sales price view to display the billing request for the items. a)

Sales price view

18. Display the price determination for the billing request items. To do this, expand the nodes that are displayed and double-click the items. a)

Expand All Nodes Double-click the items to display the condition screen below.

19. How do the contractual price agreements affect the amounts? a)

The system checks the price agreement information from the contract (condition types PKAR or ZZWV).

20. Create the billing request. What number does the billing request have? a)

Save the billing request Yes The billing request is displayed.

21. Delete the billing block and create a billing document directly from your billing request. a) Field name or data type

Values

Billing block

Delete

Sales document → Billing


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22. Save the billing document. What number does the billing document have? a)

Save Number of billing document: See system message.

23. Settling an order Choose the function Order settlement – Single settlement. Enter Controlling area 1000. Enter the service order number. Enter the current month as the Settlement period. Delete the Test run indicator and choose Execute. a)

Settling an orderLogistics → Customer Service → Service Processing → Completion → Order Settlement → Settle Individually (KO88) Field name or data type

Values

Controlling area

1000

Order

Your order number

Settlement period

Current month

Test run

Delete indicator

Execute 24. Display the contract. Display the cost report for the first contract item. How high is the result of the contract item? a)

Logistics → Customer Service → Service Agreements → Contracts → Contract → Display (VA43) Field name or data type

Values

Contract


Enter Environment → Cost report Result of the contract item: Column Total actual, last line.


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25. Settle the contract a)

Settle the contract Logistics → Customer Service → Service Agreements → Contracts → Contract → Subsequent Functions → Settlement (VA88) Field name or data type

Values

Sales organization

1000

Sales document


Settlement period

Current month

Fiscal year

Current year

Test run

Delete indicator

Execute

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Lesson Summary You should now be able to: • Describe the attributes of simple, configurable, and configured service products • Identify the different ways to assign a notification or an order to a service contract item • Create and process service notifications and service orders with contract reference

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Unit Summary

Unit Summary You should now be able to: • Identify the contents and the structure of a service contract • Identify the contract data for a service contract • Outline the billing plan for the contract • Identify the price agreements for a service contract • Describe the attributes of simple, configurable, and configured service products • Identify the different ways to assign a notification or an order to a service contract item • Create and process service notifications and service orders with contract reference

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Unit Summary

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Test Your Knowledge

311


Identify the contents of a service contract. Choose the correct answer(s).

2.

□ □

A B

□

C

□

D

□

E

For whom: Signifies the different types of customers. In which period: Is determined by information regarding the contract validity period and cancellation rules Which services: Are described by service products in the contract items. Conditions: Include the contract fees that must be paid regularly and the price agreements for resource-related billing. Date determination rules: Are used to establish contract start and end dates.

Contract start and end dates can be established using . Fill in the blanks to complete the sentence.

3.

Identify the different ways to perform contract billing. Choose the correct answer(s).

□ □ □ □ 4.

A B C D

Creating individual billing documents Processing billing due list Regular batch billing Confirming billing

Price agreements can be assigned to the or . Fill in the blanks to complete the sentence.

5.

The contract assignment does not affect order planning or confirmation. Determine whether this statement is true or false.

□ □

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True False


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Identify the attributes of a fixed service product. Choose the correct answer(s).

□ □ □ □

A B C D

Material master for each product. No variations possible. Price is based on service quantity and time. Characteristic valuation made in material master.

7.

List the ways to assign a notification or an order to a service contract item.

8.

The price agreements defined in the contract are considered for . Fill in the blanks to complete the sentence.

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Test Your Knowledge

313

Answers 1.

Identify the contents of a service contract. Answer: A, B, C, D A service contract contains the following information: • • • •

2.

For whom: Represents the different types of customers. In which period: Is determined by information regarding the contract validity period and the cancellation rules. Which services: Are described by service products in the contract items. Conditions: Include the contract fees that must be paid regularly and the price agreements for resource-related billing.

Contract start and end dates can be established using date determination rules. Answer: date determination rules

3.

Identify the different ways to perform contract billing. Answer: A, B, C The three different ways to perform contract billing are: create individual billing documents by specifying the contract number, process the billing due list with by selecting all the contract items to be billed, and perform regular batch billing as a background process.

4.

Price agreements can be assigned to the contract header or contract item. Answer: contract header, contract item

5.

The contract assignment does not affect order planning or confirmation. Answer: True It is correct that contract assignment does not affect order planning or confirmation.

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Identify the attributes of a fixed service product. Answer: D Fixed service product has several attributes, such as nonconfigurable material, material master for each product, no variations possible, and price based on service quantity and time.

7.

List the ways to assign a notification or an order to a service contract item. Answer: A notification or an order can be assigned to a service contract item in the following ways: • • •

8.

Automatically due to the customer or the reference object. By choosing one contract item for several contract items. By entering the sales document and item numbers.

The price agreements defined in the contract are considered for resource-related billing. Answer: resource-related billing

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Unit 8 Planned Customer Service

315

In this unit, describe functions that can be used for regular or planned customer service. At the onset, explain the functions of task lists and maintenance plans. Further, explain how to create task lists and maintenance plans. Next, explain about the scheduling of maintenance plans Planned Customer Services are the functions you can use for regular or planned service.

Unit Overview In this unit, you will identify the functions and contents of task lists and maintenance plans. You will learn how to create task lists and maintenance plans. In addition, you will identify how to schedule maintenance plans.


Identify the components of task lists Select a task list from a service order Define maintenance plans List the types of maintenance plans Define the scheduling of maintenance plans Use scheduling lists for maintenance plans

Unit Contents Lesson: Task Lists in Customer Services........................................ 393 Demonstration: Demonstration of Task Lists ............................... 397 Demonstration: Demonstration of Task Lists ............................... 397 Exercise 21: Task Lists ........................................................ 399

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Lesson: Maintenance Plans in Customer Service .............................. 402 Demonstration: Demonstration of Maintenance Plans .................... 402 Demonstration: Demonstration of Maintenance Plans .................... 403 Exercise 22: Maintenance Plans ............................................. 409 Lesson: Scheduling in Customer Services ...................................... 413 Demonstration: Demonstration of Scheduling .............................. 413 Exercise 23: Scheduling....................................................... 417

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Lesson: 316

Lesson: Task Lists in Customer Services

Task Lists in Customer Services Lesson Duration: 35 Minutes

Lesson Overview In this lesson, you will identify the task lists in service. In addition, you will learn about the structure of a task list. Finally, you will identify task list selection within a service order.


Identify the components of task lists Select a task list from a service order

Explain how to create an equipment task list with operations and components. In addition, explain how to create a service order and copy operations from the task list. Optionally, explain the strategies to create a task list and assign maintenance packages to the operations.

Business Example Your company aims at providing customer services pertaining to Accounting, Logistics, Service, and Human Resources. For this purpose, it needs to perform specific work-like assembly of technical objects, repairs, and maintenance at regular intervals. As a service technician, you should know how to perform such tasks repeatedly. Knowledge of Task lists helps you in customizing work.

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Components of Task Lists • • •

Description of repetitive work Reference for service order operations Use:

•

– Planned service (assembly, modifications, repair) – Regular service (preventive maintenance, inspection) Task list types: – – –

Task list for functional location Equipment task list General task list

Work that is frequently repeated is described in task lists. Task lists are copy models to determine the operations, components, and utilities for service orders. They are used to plan labor, materials, and tools. In addition, they are used for ongoing or irregular repetitive services. When a service order is processed, the operations can be copied from one or more task lists. When used for planned, regularly repeated work, the task list is assigned to a maintenance item in a maintenance plan. When orders are generated automatically, the operation data is generated from this task list. There are three types of task list: • • •

394

The task list for functional location describes the tasks to be performed at a particular functional location. The equipment task list describes the tasks to be performed on a specific piece of equipment. General task lists are not assigned to a functional location or a piece of equipment. They can be assigned to a material number as a construction type or assembly. They describe the tasks that can be performed on several objects.


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Figure 88: Structure of Task List

A task list is structured in the following way: Task list header with description, plant assignment, technical object assignment, functional location, equipment or material number as construction type/assembly, planner group, and service work center. The task list contains one or more operations, which are the individual steps that are executed by internal or external employees. Sub operations can be created for each operation if more extensive structuring is required. Components can be assigned to each operation. These are stock or non-stock materials. Utilities required to execute the work are assigned to the operation. The utilities can be materials that are not used up, pieces of equipment, or documents. If the task list is to be assigned in a strategic maintenance plan to generate orders automatically at regular intervals, a maintenance strategy must be entered in the task list header. Each operation must then be assigned to one or more maintenance packages in this maintenance strategy. This determines which operations are executed on which due dates. Dependencies between different operations can be specified using relationships.

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Selecting Task Lists

Figure 89: Task List Selection in Service Order

When a service order is created, all the operations in a task list may be copied to the order or just individual operations. The task list to be copied can be selected according to the following criteria: Direct entry of the task list, object-related task list, general task lists for the assembly, general task lists for the object structure, and general task lists of all types. When the operations are transferred, the work center in the operations can be replaced, if required. An execution factor can also be entered, which is used to multiply the planned times and quantities from the task list. The task lists used in an order can be displayed in an overview. You can propose a task list using the service product. You can define configurable task lists. A configuration profile must first be assigned to the task list. The profile signifies the configuration classes and characteristics. The object dependencies must also be maintained. When the task list is included in service orders, the characteristic values for the configuration can be entered. The valuated configuration characteristics are used to trigger the task list and transfer it to the operations in the order. In addition to selecting the operations based on the characteristic values entered, the values for the operation can be recalculated.

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Demonstration: Demonstration of Task Lists Purpose To demonstrate how to create the equipment task list:

System Data System: Client: User ID: Password: Set up instructions: 1. Create an equipment task list ‘pc repair’ (equipment t-cse100) with operations and components:

Demonstration: Demonstration of Task Lists Purpose To demonstrate how to create a service order:

System Data System: Client: User ID: Password: Set up instructions: 1. Create a service order, SM02, and copy operations from the task list. 2.

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Optional: Create a task list with strategy and assign maintenance packages to the operations.


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321


Exercise 21: Task Lists Exercise Duration: 10 Minutes

Exercise Objectives After completing this exercise, you will be able to: • Create task lists

Business Example Your company is a service provider and delivers services to its various customers. To achieve this, it needs to perform specific tasks, such as preventive maintenance, assembly of technical objects, and repair repeatedly. As a service technician, you should know how to create the task lists that would allow you to perform such tasks at regular intervals without having to describe them again.

Task: Creating an equipment task list 1.

Create a task list for your equipment, T-CSE1##. Description: Server maintenance activities Status: Released (general)

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2.

Call up the operation overview and create three operations.

3.

Assign components from the structure list to one of the operations.

4.

Save the task list.


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Solution 21: Task Lists Task: Creating an equipment task list 1.

Create a task list for your equipment, T-CSE1##. Description: Server maintenance activities Status: Released (general) a)

Logistics → Customer Service → Service Agreements → Maintenance Task Lists → Task Lists → For Equipment → Create (IA01) Field name or data type

Values

Equipment

T-CSE1##

Enter

2.

Values

Short text

Server maintenance activities

Status

4

Call up the operation overview and create three operations. a)

3.


Operation overview Field name or data type

Values

Description of operation

Create three operations

Assign components from the structure list to one of the operations. a)

Select an operation and choose Components. Choose Component selection, select the components and then Choose.

4.

Save the task list. a)

400

Save


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Lesson Summary You should now be able to: • Identify the components of task lists • Select a task list from a service order

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Lesson: 324

PLM301

Maintenance Plans in Customer Service Lesson Duration: 30 Minutes

Lesson Overview In this lesson, you will get an overview of the maintenance plans in customer service. In addition, you will identify the structure and types of maintenance plans. Finally, you will learn how to create a maintenance plan with reference to a maintenance contract.


Define maintenance plans List the types of maintenance plans

Explain how to create a single cycle maintenance plan and assign the task list created earlier. In addition, explain how to change the scheduling period. Optionally, explain how to create a strategy plan with the strategy task list. You can possibly show the information pertaining to the contract material numbers and the task lists in a table.

Business Example Your company aims at creating a maintenance plan to service its customers. As an employee of your organization, you should know how to define the cycle and scheduling period for a specific maintenance plan.

Demonstration: Demonstration of Maintenance Plans Purpose To demonstrate how to create maintenance plans.

System Data System: Client: User ID: Password: Set up instructions:

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Lesson: Maintenance Plans in Customer Service

1.

Create a single cycle maintenance plan (equipment t-cse100) and assign the task list created earlier. Change the scheduling period to one year.

2.

Optional: create strategy plan with the strategy task list created before. Change the scheduling period to one year.

3.

Show the table in which the contract material numbers and the task lists are assigned: Environment → Sales → Service Products

Demonstration: Demonstration of Maintenance Plans Purpose To demonstrate how to Create Maintenance Plan for a Service Contract

System Data System: Client: User ID: Password: Set up instructions: 1. Create a service contract (customer t-csd00, material INSPECTION_SERVICE and equipment t-cse100) and save it. 2.

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Create a new maintenance plan for a contract item (transaction IP50) and assign it to your contract.


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Overview of Maintenance Plans •

A maintenance plan contains the following information for service activities to be performed on a regular basis: – – – –

•

It consists of: – –

•

Strategies Descriptions of work Technical objects Scheduling data

One or more maintenance items A maintenance schedule

A maintenance plan is used to generate service orders or notifications automatically.

The maintenance plan contains scheduling information from the intervals specified and from the scheduling parameters that apply specifically to this maintenance plan. During scheduling, this information is used to calculate the due dates for the service activities to be executed. For strategy plans, the interval information is derived from the maintenance strategy, to which the maintenance plan is assigned. You can use maintenance plans to generate service notifications, service orders or service entry sheets for external service management in MM. The entry of the maintenance call object is controlled by the maintenance plan category. The item data contains the description of the maintenance item, the assignment of a task list that describes the activities to be performed. In addition, the item data contains the planning and location data for the notifications or orders to be generated automatically. Definition of Maintenance Plan A maintenance plan contains the following information for service activities to be performed on a regular basis: • • • •

404

Strategies Descriptions of work Technical objects Scheduling data


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A maintenance plan consists of: • •

One or more maintenance items A maintenance schedule

You use a maintenance plan to generate service orders or notifications automatically. •

Single cycle plan – –

•

Strategy plan – – –

•

Time-based Performance-based

Time-based Performance-based With maintenance packages

Multiple counter plan – –

Multiple counters With cycle sets

The single cycle plan contains the tasks that are performed at one specific interval. The strategy plan contains tasks that are performed at different intervals. For example, a strategy plan includes a comprehensive/brief inspection. A maintenance strategy consists of different maintenance packages with different due dates. The intervals can be based on time or performance. You use the multiple counter plan to relate several cycles or intervals with different counters to one another. For example, maintenance is performed every 1,000 operating hours or every three months. Combinations of cycles for multiple counter plans that occur frequently can be grouped into cycle sets and used as a copy model when a multiple counter plan is created.

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Figure 90: Structure of Maintenance Plan

You assign the following information to the maintenance plan: • • • •

•

The maintenance strategy for strategy plans. The interval(s) at which the activities are to be performed. The scheduling parameters that control scheduling. The schedule with the individual maintenance calls. This is the result of maintenance plan scheduling. For each call, it is clear when call objects are, or have been, generated from the maintenance plan. One or more maintenance items

A maintenance item contains the following information: • • • •

One or more reference objects, for which activities are to be performed Planning data that is transferred to the order header A task list, in which the activities can be described extensively. The assignment to a service contract item, in which the execution of the activities was agreed with the customer.

Notifications or orders are generated for each maintenance item in the maintenance plan. The notifications obtain the same start dates.

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Creating Maintenance Plans with Reference to Contracts

Figure 91: Link to Maintenance Plan - Maintenance Contract

You can create a maintenance plan with reference to a service contract item. This maintenance plan category enables you to simplify the processing of services, which you have agreed for service objects in outline agreements. When a maintenance plan is created with reference to a contract item, the system automatically copies certain data to the maintenance item. The start date is proposed from the contract item. If the service order is the call object for the maintenance plan, a reference is made to the object list for the contract, which can only be changed there. Additional default values are copied to the maintenance item using the service product from the contract item. Due to the fact that you have assigned a general task list to the service product, the system receives the information about the maintenance plan type when a maintenance plan is created with “Service order” call object. The strategy for the maintenance plan is determined using the maintenance strategy specified in the general task list. If any strategy is not specified in the general task list, a single cycle maintenance plan is created. During scheduling, the system creates service notifications or orders with reference to a contract.

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Exercise 22: Maintenance Plans Exercise Duration: 15 Minutes

Exercise Objectives After completing this exercise, you will be able to: • Create maintenance plans

Business Example Your company is a service provider and delivers services to different customers. To achieve this, it needs to perform specific tasks at regular intervals according to the service contract with the customer. As a service technician, you should know how to create a maintenance plan to service customers regularly.

Task: Creating a maintenance plan for a contract 1.

Create a maintenance plan for the maintenance contract. This enables service orders to be generated at regular intervals for the contractually agreed maintenance tasks. Create a maintenance plan of the type, Service order with contract for item, 20, of your service order, material INSPECTION_SERVICE. Planning plant: 1200

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2.

Enter a cycle of three months.

3.

Select the maintenance plan scheduling parameters and enter a scheduling period of one year.

4.

Which cycle start date is defaulted?

5.

Which task list was assigned by the system?

6.

Which technical object is contained in the maintenance item object list?

7.

Save the maintenance plan.

8.

Number of the maintenance plan:


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Solution 22: Maintenance Plans Task: Creating a maintenance plan for a contract 1.

Create a maintenance plan for the maintenance contract. This enables service orders to be generated at regular intervals for the contractually agreed maintenance tasks. Create a maintenance plan of the type, Service order with contract for item, 20, of your service order, material INSPECTION_SERVICE. Planning plant: 1200 a)

Logistics → Customer Service → Service Agreements → Maintenance Planning → Maintenance Plans → Create → For Contract Item (IP50) Field name or data type

Values

Maintenance plan category

Service order with contract

Sales document


Item

20

Planning plant

1200

Enter 2.

Enter a cycle of three months. a)

3.


Values

Cycle/Unit

3 MON

Select the maintenance plan scheduling parameters and enter a scheduling period of one year. a)

Maintenance plan scheduling parameters Field name or data type

Values

Scheduling period

1 YR


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4.

Which cycle start date is defaulted? a)

5.

The contract start date is suggested for the cycle start.

Which task list was assigned by the system? a)

Item The general task list with the task list group, PC-SERV, and group counter 3 is assigned as the task list.

6.

Which technical object is contained in the maintenance item object list? a)

Object list item Equipment T-CSE1## from the contract item is displayed in the object list.

7.

Save the maintenance plan. a)

8.

Number of the maintenance plan: a)

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Save

Number of maintenance plan: See system message.


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Lesson Summary You should now be able to: • Define maintenance plans • List the types of maintenance plans

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Lesson: 333

Lesson: Scheduling in Customer Services

Scheduling in Customer Services Lesson Duration: 30 Minutes

Lesson Overview In this lesson, you will learn about scheduling maintenance plans. In addition, you will identify the use of scheduling lists to schedule a maintenance plan.


Define the scheduling of maintenance plans Use scheduling lists for maintenance plans

Explain scheduling a Single Cycle Maintenance plan. Display the order and dates that have been created as a demonstration in the class. Further, display the scheduling overviews. Optionally, you can display the schedule strategy plan.

Business Example Your company wants to create a maintenance plan to service its customers at regular intervals. As a service technician, your task is to create a customized maintenance plan. For this reason, you should be aware of the tools that will help you to schedule a customized maintenance plan.

Demonstration: Demonstration of Scheduling Purpose To demonstrate how to schedule maintenance plans.

System Data System: Client: User ID: Password: Set up instructions:

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1.

Schedule single cycle maintenance plan. Display the order and the dates that have been created. In addition, show the scheduling overviews.

2.

Optional: Schedule the strategy plan and display the scheduling overviews.

3.

Show the function Deadline monitoring.

Overview of Scheduling In PLM310, you can learn more about planning

•

Determining due dates for planned service notifications or orders

•

Taking into account: – – – –

•

Maintenance strategy Specified intervals Scheduling parameters Scheduling period

Result: Schedule with maintenance calls

During scheduling, the following information is taken into account: • • • •

Maintenance strategy: Time or performance-based, or a combination of the two (multiple counters). Specified intervals: For example, an interval of every three or six months or every 1,000 operating hours. Scheduling parameters for greater control of scheduling. Scheduling period: Time interval at which the maintenance calls should be generated.

New start is the function normally used to start a maintenance plan at an object, where the maintenance tasks will be used. If a cycle start date or initial counter reading has been entered in the scheduling parameters, you do not need an explicit new start. Schedule is the function normally used to generate new calls or call objects.

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The result is a schedule with maintenance calls. A call corresponds to the date for a planned service notification or service order. The status of the call indicates whether: • • • • •

A call object has already been generated for the call. The call object has already been completed. No call object has yet been generated for the call. The call date has been fixed manually. The call has been skipped, which means that no call object should be generated.

Scheduling Determining due dates for planned service notifications or orders by taking into account: • • • •

Maintenance strategy Specified intervals Scheduling parameters Scheduling period

Result: Schedule with maintenance calls

Figure 92: Scheduling Overviews

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You can use the scheduling lists to display all the maintenance dates for the specified conditions. For example, use scheduling lists for a piece of equipment or maintenance plan. The lists inform you of the call dates and the associated service notifications or orders. Detail data screens can also be called up from these lists.

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337


Exercise 23: Scheduling Exercise Duration: 10 Minutes

Exercise Objectives After completing this exercise, you will be able to: • Create service orders for a maintenance plan • Display the scheduling overviews

Business Example Your company is a service provider and delivers services to different customers. To achieve this, it needs to schedule specific tasks according to the service contract with the customer. As a service technician, you should ensure that the service orders for maintenance tasks are generated and monitored at regular intervals.

Task 1: Scheduling a maintenance plan 1.

Schedule your maintenance plan.

2.

Choose Start and confirm the defaulted cycle start date.

3.

What planned date and call status are assigned?

4.

Save the maintenance plan.

5.

Display the scheduled calls for the maintenance plan.

6.

Was a service order created? If so, what order number was assigned?

Task 2: Display the scheduling overview 1.

Display the scheduling overview for your maintenance plan as a graphic. Display one year.

2.

Display the scheduling overview for your maintenance plan as a list. Display one year.

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Solution 23: Scheduling Task 1: Scheduling a maintenance plan 1.

Schedule your maintenance plan. a)

Logistics → Customer Service → Service Agreements → Maintenance Planning → Scheduling for Maintenance Plans → Schedule (IP10) Field name or data type

Values

Maintenance plan

Your maintenance plan number

Enter 2.

Choose Start and confirm the defaulted cycle start date. a)

Start Continue

3.

What planned date and call status are assigned? a)

4.

Save the maintenance plan. a)

5.

Save

Display the scheduled calls for the maintenance plan. a)

6.

The cycle start data plus three months is suggested as the first planned date.

Enter

Was a service order created? If so, what order number was assigned? a)

Select the first call and choose Display call object. You see the service order that has been created.

Task 2: Display the scheduling overview 1.

Display the scheduling overview for your maintenance plan as a graphic. Continued on next page

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Display one year. a)

Logistics → Customer Service → Service Agreements → Maintenance Planning → Scheduling for Maintenance Plans → Scheduling Overview → Graphical (IP19) Field name or data type

Values

To date

Today + 1 year

Maintenance plan


Execute 2.

Display the scheduling overview for your maintenance plan as a list. Display one year. a)

Logistics → Customer Service → Service Agreements → Maintenance Planning → Scheduling for Maintenance Plans → Scheduling Overview → List (IP24) Field name or data type

Values

Maintenance plan


Execute

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Lesson Summary You should now be able to: • Define the scheduling of maintenance plans • Use scheduling lists for maintenance plans

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Unit Summary

Unit Summary You should now be able to: • Identify the components of task lists • Select a task list from a service order • Define maintenance plans • List the types of maintenance plans • Define the scheduling of maintenance plans • Use scheduling lists for maintenance plans

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Unit Summary

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Test Your Knowledge

343


List the structure of a task list.

2.

When a service order is created, all the operations in a task list may be copied to the order or just individual operations. Determine whether this statement is true or false.

□ □ 3.

True False

Maintenance plan is used to generate service orders or notifications automatically. Fill in the blanks to complete the sentence.

4.

List the three types of maintenance plans.

5.

Determining due dates for planned service notifications or orders is known as . Fill in the blanks to complete the sentence.

6.

is used to display all the maintenance dates, a piece of equipment, or a maintenance plan. Fill in the blanks to complete the sentence.

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Answers 1.

List the structure of a task list. Answer: The structure of a task list is as follows: Task list header, operations, suboperations, components, utilities, and maintenance packages.

2.

When a service order is created, all the operations in a task list may be copied to the order or just individual operations. Answer: True When a service order is created, all the operations in a task list may be copied to the order or just individual operations.

3.

Maintenance plan is used to generate service orders or notifications automatically. Answer:

4.

List the three types of maintenance plans. Answer: The three types of maintenance plans are: The single cycle plan that contains tasks that are performed at one specific interval. The strategy plan contains tasks that are performed at different intervals, for example a comprehensive/brief inspection. The multiple counter plan is used to relate several cycles or intervals with different counters to one another. For example, maintenance is performed every 1,000 operating hours or every three months.

5.

Determining due dates for planned service notifications or orders is known as scheduling. Answer: scheduling

6.

Scheduling list is used to display all the maintenance dates, a piece of equipment, or a maintenance plan. Answer: Scheduling list

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Unit 9 Evaluations

345

Ensure that the participants are able to identify the elements of service history. Demonstrate the service history.

Unit Overview This unit will help you to identify the components of the service history. It will also help you to list the options provided by the Service Information System and Business Information Warehouse.

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

Identify the components of service history Explain an LIS standard analysis Describe the business information warehouse architecture and process

Unit Contents Lesson: Service History ............................................................ 426 Demonstration: Demonstration of Service History ......................... 428 Exercise 24: Service History .................................................. 431 Lesson: Service Information System ............................................. 438 Demonstration: ................................................................. 444 Exercise 25: Service Information System ................................... 445 Lesson: Business Information Warehouse ...................................... 450 Demonstration: Demonstration of BW ....................................... 454

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Lesson: 346

PLM301

Service History Lesson Duration: 15 Minutes

Lesson Overview This lesson will help you to identify the components of service history.


Identify the components of service history

You should be able to explain and identify the elements of service history. In addition, clearly describe the concept of display service history.

Business Example In an organization, by recording the information relevant for service, a history is constructed. As an employee, you must be able to use the information for the decision-making process and completely identify the components of service history.

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Lesson: Service History

Components of Service History

Figure 93: Elements of the Service History

The service history consists of the following elements: The usage history shows when a technical object was installed and where. As far as a functional location is concerned, this means all the pieces of equipment installed. For a piece of equipment, this means all the functional locations at which this equipment was installed. The change history documents the changes made to important master data, such as assignment to the customer. The individual usage periods of a piece of equipment can be displayed in the usage list. The conditions and performance of the service objects are documented in the system using measuring points or counters and measurement documents. Completed notifications provide an overview of all the problem notifications, service requests, or activity reports that have been entered and completed in the system. Completed service orders provide an overview of all the services provided.

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The historical service order can be created from completed orders during archiving. Completed orders contain only the most important order data. You enter historical service orders in the system for documentation purposes after they have been executed. •

Notifications

•

– Single/multilevel lists – Lists for activities, tasks, and items Orders – – – –

Single/multilevel lists Confirmation list Material where-used list Document flow

Various types of information can be displayed for completed notifications and historical or completed service orders. The same functions are used as the ones to process notifications and orders. The document flow enables you to display an overview of all the documents related to a business transaction, problem notification, service order, and activity reports.

Demonstration: Demonstration of Service History Purpose To demonstrate service history.

System Data System: Client: User ID: Password: Set up instructions: 1. Display the functional location, K1-B02, usage periods.

428

2.

Display the equipment, P-1000-N001, usage list.

3.

Display the action log.

4.

Display the list of completed notifications.


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5.

Display the list of completed service orders.

6.

Display the completion confirmation list.

7.

Display the material where-used list.


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Exercise 24: Service History Exercise Duration: 15 Minutes

Exercise Objectives After completing this exercise, you will be able to: • Display the elements that form a service history

Business Example In an organization, by recording information relevant for service, a history is constructed Service employees familiarize themselves with past operations. As an employee, you must be able to use the information relevant for service.

Task: Displaying a service history 1.

Functional location history Display the equipment usage periods for the functional location K1-B02.

2.

What equipment was installed before at this functional location?

3.

Equipment history Display the usage list for equipment P-1000-N001

4.

At which functional locations was the piece of equipment installed?

5.

Display the action log for the same equipment. What was the last change to be made?

6.

Notification history Display all completed notifications for your customer T-CSD##.

7.

Sort in ascending order according to notification date. What is the date of the last notification?

8.

Order history Display all the completed service orders for your customer T-CSD## What is the date of the last order?


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9.

PLM301

Change the current display variable and enter the fields Total revenues act, Total sum (actual), and Total actual costs in the list. Calculate the total sums for these columns and then the sub-totals for the order types.

10. Display all the time confirmations that you entered during this week. What is the sum of the actual hours that have been entered?

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Solution 24: Service History Task: Displaying a service history 1.

Functional location history Display the equipment usage periods for the functional location K1-B02. a)

Logistics → Customer Service → Management of Technical Objects → Functional Location → Display (IL03)

b) Field name or data type

Values

Functional Location

K1-B02

Enter Structure → Usage periods c) Field name or data type

Values

Usage periods from

Delete

Execute 2.

What equipment was installed before at this functional location? a)

3.

The equipment withto-dates that have already passed were previously installed at the functional location.

Equipment history


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Display the usage list for equipment P-1000-N001 a)

Equipment history Logistics → Customer Service → Management of Technical Objects → Equipment → Display (IE03)


Values

Equipment

P-1000-N001

Enter Extras → Usage list 4.

At which functional locations was the piece of equipment installed? a)

5.

Historical installation locations appear in the list from the second line onwards.

Display the action log for the same equipment. What was the last change to be made? a)

6.

Back Extras → Action log

Notification history Display all completed notifications for your customer T-CSD##. a)

Logistics → Customer Service → Service Processing → Notification → List Editing → Display (IW59)


Values

Notification status

Completed

Partners

Partner function SP Customer number T-CSD##

Notification date from

Delete

Execute


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7.

Sort in ascending order according to notification date. What is the date of the last notification? a)

8.

Select the Date column and sort in descending order. The previous notification appears at the start.

Order history Display all the completed service orders for your customer T-CSD## What is the date of the last order? a)

Logistics → Customer Service → Service Processing → Order → Service Order → Service Order List → Display (IW73)


Values

Order status

Completed

Partners

Partner function SP Customer number T-CSD##

Period from

Delete

Execute 9.

Change the current display variable and enter the fields Total revenues act, Total sum (actual), and Total actual costs in the list. Calculate the total sums for these columns and then the sub-totals for the order types. a)

In the list, select Current. In Column set, select the field entry Costs/Revenues, select the fields Total revenues act , Total sum (actual), Total actual costs, and select Show selected fields. SelectCopy. Select the new columns and select Total values. Select the column Order type and selectSubtotal.

10. Display all the time confirmations that you entered during this week.


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What is the sum of the actual hours that have been entered? a)

Logistics → Customer Service → Service Processing → Confirmation → Display → Confirmation List (IW47)


Values

Order status

In process Completed

Entered on

Today -5 days

Entered by

Your user ID

Execute You can see the sum of the hours entered in the column Work act.

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Lesson Summary You should now be able to: • Identify the components of service history

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Lesson: 356

PLM301

Service Information System Lesson Duration: 15 Minutes

Lesson Overview This lesson will help you to understand the LIS standard analysis.


Explain an LIS standard analysis

You must explain the entire concept of logistics of the data warehouse to participants. Describe an LIS standard analysis.

Business Example Within an organization, the data from service processing is evaluated continually. This enables the improvements to be made. You should be able to list the options provided by the service information system and display the reports in the service information system.

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Lesson: Service Information System

LIS Data Warehouse

Figure 94: Data Warehouse - Concept

Newer data warehouse concepts are derived from a three-level model approach. The three levels subdivide the complete data flow from data retrieval in transaction systems to the presentation of information at the top level. Integrated transaction applications form the basis for information retrieval. The systems accumulate large volumes of master and process data, which is refined using information systems. This enables the data to be presented clearly. To do this, the application data is summarized into a few, meaningful key figure amounts, and managed separately in the database tables of a data warehouse. Various analysis tools are available in the third layer to evaluate the statistical data obtained. They provide a wide range of options to perform meaningful analyses and present statistical data. As a result, they constitute high-performance tools that can be used in the decision-making processes of modern management. The update of the Logistics database is either performed online or in the background. In addition to automatic updates from the SAP application, data can be taken from external systems. The database also contains information that is stored in the info structures during planning.

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Figure 95: Logistics - Data Warehouse

The individual physical tables of the information system are described as information structures. They are structured in the normal way. The real analysis objects are entered as evaluation groups in the info structures in the form of characteristics. Statistical information is updated in summarized form for characteristics such as object, customer, or material. Organizational elements, such as work center, sales area, or storage location, are also used as characteristics in info structures. The time base provides another option to summarize data. The data is not only cumulated for each characteristic, but also for each period. With regard to periodicity, data can be compressed daily, weekly, or monthly for each info structure. Logistics key figures are updated for each combination of characteristic and periodicity. These include quantitative amounts, which provide information about measurable objects. Key figures can be recovered for each evaluation group using cumulation, such as the costs for each customer. However, they can also be simple counters such as “Number of notifications”.

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Various info structures are supplied in the standard SAP system. You can group characteristics and key figures into individual information structures and provide them with data, according to your own needs. •

Analysis Views – –

•

Customer Object classes

– Technical objects – Manufacturer – Service planner and groups – Damage and causes – Orders, notifications and activities Information – – – – – – – –

Notification information Order information Costs and revenues Times Confirmation information Results of damage and breakdown Order receipt Invoiced sales

The analysis views represent the hierarchy levels at which the values or information can be considered and analyzed. The information or values are summarized for the individual elements of the analysis views. Each analysis is a combination of one or more analysis views and information.

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LIS Standard Analysis

Figure 96: Standard Analysis Options

The database for a standard analysis is established by defining the analysis object, such as customer, equipment, and specifying selections. The structure of this dataset can then be displayed using a basic list and various drill-down lists. The individual analyses can be archived.

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The following special functions are available for individual business checks of key figure and characteristic values that form the basis of an analysis: • • •

•

•

•

ABC analysis: Three-way classification by A, B, and C segment. Classification: Division of values into a maximum of six classes. Segmentation: Segmentation makes it possible to classify characteristic values by two different key figures. For example, customer by number of orders and service costs. Comparisons: You can perform a planned/actual comparison, a comparison of two key figures, and a comparison between the current values and the ones from the previous year. Cumulative frequency curve: Graphical representation of the distribution of a cumulated key figure value against the quantity of existing characteristic values, percentage or absolute. Correlation: Correlation curves can be used to depict the dependencies between several key figures.

Graphical displays can also be called up. •

Early Warning System with exception analyses:

•

– Definition of exceptions – Definition and scheduling of exception analyses Planning of key figure values for a particular characteristic attribute for planned or actual comparisons Logistics Information Library:

•

–

Finding key figures

The Early Warning System can be used for decision-oriented selection and review of weak-points within Logistics. It enables you to look for exceptional situations and helps you to identify potential malfunctions at an early stage. You can define the exceptional situations in the form of exceptions. Similarly, you can define the conditions for follow-up processing of these exceptions. An exception consists of the information about characteristics or characteristic values, such as customer, material, and conditions. The information systems for Logistics can be used not only to evaluate actual data, but also to enter planned data. This planned data can then be included in an additional step in the standard analyses for a planned/actual comparison. Planning is based on the information structures. Both the information structures supplied in the standard system and the ones defined internally can be planned.

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The Logistics Information Library (LIL) is used to enter, classify, and search for key figures in Logistics. The term, “key figure” is broad enough so that information such as warehouse stock is also understood as a key figure.

Demonstration: Purpose To demonstrate the service information system:

System Data System: Client: User ID: Password: Set up instructions: 1. Display cost analysis with all the menu options. 2.

444

Display the SD sales organization analysis for the sales organization, 1000, distribution channel, 14.


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363


Exercise 25: Service Information System Exercise Duration: 10 Minutes

Exercise Objectives After completing this exercise, you will be able to: • Display reports in the Service Information System

Business Example In an organization, information at a higher aggregation level is required to make strategic decisions. As an efficient employee, you must be able to collate information aptly.

Task: Displaying standard evaluations 1.

Display the cost analysis for your functional location TCST##-ADMI.

2.

How high are actual costs and actual revenues for the functional location? Call up the different analysis options.

3.

Problem notification analysis Display the problem notification analysis for your customer T-CSD##. How many problem notifications have been entered and completed during the current month?

4.

Display the problem notification analysis for the entire sales organization 1000.

5.

Expand according to the characteristic Customer.

6.

Display a hit list according to the number of notifications that have been entered.

7.

Display the customer analysis of the sales data for sales organization 1000, distribution channel 14, for all divisions.

8.

User-defined analysis Display the user-defined analysis (area Plant Maintenance) for the information structure Warranty Analysis. How high are the total warranty costs for the current month?

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Solution 25: Service Information System Task: Displaying standard evaluations 1.

Display the cost analysis for your functional location TCST##-ADMI. a)

Logistics → Customer Service → Information System → Standard Analyses → Cost Analysis (MC18)

b)

c) 2.


Values

Functional Location

TCST##-ADMI

Execute

How high are actual costs and actual revenues for the functional location? Call up the different analysis options. a)

Choose key figures Select Total actual costs andTotal revenues act, Next Choose. Continue

3.

Problem notification analysis Display the problem notification analysis for your customer T-CSD##. How many problem notifications have been entered and completed during the current month? a)

Logistics → Customer Service → Information System → Standard Analyses → Problem Notifications (MCIA)


Values

Customer

T-CSD##

Month from

Current month

Execute Back Save No


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4.

Display the problem notification analysis for the entire sales organization 1000. a)

b) 5.

Values

Sales organization

1000

Customer

Delete

Execute

Expand according to the characteristic Customer. a)

6.


Place the cursor on the sales organization, choose Drill-down by, Customer, and then, Continue.

Display a hit list according to the number of notifications that have been entered. a)

Select the column NotifCreat, choose TOP N, and then Enter Back (2x) Save No

7.

Display the customer analysis of the sales data for sales organization 1000, distribution channel 14, for all divisions. a)

8.

Logistics → Customer Service → Information System → Standard Analyses → Sales/Distribution Data → Customer (MCTA)

User-defined analysis Display the user-defined analysis (area Plant Maintenance) for the information structure Warranty Analysis.


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How high are the total warranty costs for the current month? a)

User-defined analysis Logistics → Customer Service → Information System → Standard Analyses → User Defined Analysis → Plant Maintenance (MCIS) Field name or data type

Values

Info Structure

Warranty evaluation

Delete all characteristic values and enter the current month as Month from Execute Back Save No

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Lesson Summary You should now be able to: • Explain an LIS standard analysis

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Lesson: 368

PLM301

Business Information Warehouse Lesson Duration: 15 Minutes

Lesson Overview This lesson will help you understand Business Information Warehouse (BW) and explain its process.


Describe the business information warehouse architecture and process

You must explain and describe the entire BW architecture and process to the participants. In LO836, you can learn more about service order controlling functions, order settlement and Service Information System.

Business Example A history is constructed within an organization by recording information relevant for service. As an employee, you should be able to list the options provided by the BW.

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Lesson: Business Information Warehouse

Business Information Warehouse Architecture

Figure 97: Business Information Warehouse (BW): Architecture

The Business Information Warehouse (BW) is an R/3-independent SAP system for extracting data from diverse source systems, both SAP and non-SAP systems, restructuring this data and compiling it into analyses and presenting these accordingly. The heart of this is the SAP BW server pre-configured with the business content for the various core areas of the company. Business content signifies the to pre-configured role- and task-based information models based on consistent meta data. The business content provides a range of information for selected roles in a company which these roles need to perform their tasks. The Business Explorer provides companies with flexible reporting and analysis tools for strategic analysis and to support the decision-making processes. For example, queries = enquiries/analysis.

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Business Information Warehouse Process

Figure 98: BW at a Glance

In the first step, data is prepared in various source systems and extracted. Next, this data is compiled into Infocubes in BW. Info cubes are structures that describe a self-contained dataset of a business area from a reporting perspective. Finally, queries, enquiries, analysis are defined on the basis of the info cubes in Business Explorer.

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Business Content: InfoCubes and Queries • •

Dismantling at functional locations Service notifications – – – – –

Header data Items Causes Tasks Activities

•

Service Orders

• • •

Header data Operations Costs and settlements

The installation and dismantling of pieces of equipment at functional locations is documented using time segments of the equipment master record. The InfoCube “Dismantling equipment at functional locations”, contains the information about dismantling and the past duration needed for installation. The information about which piece of equipment is currently installed at which functional location and since when is not stored in this InfoCube, but in the time-based attributes for the info object equipment. InfoCubes for notification tasks and activities contain the tasks and activities at header and at item level. The InfoCube for the service order header data contains key figures about the frequency and lead-time of service orders. The InfoCube for operations contains the planned and actual work of operations in service orders. The InfoCube for costs and settlements contains the costs and revenue postings, and quantity-based postings for the service order. • • • • • •

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Notification analysis Cause analysis Notification tasks Notification activities Regional distribution of problems (customer) Planned/actual costs deviation


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The notification analysis provide you with information about the number and processing status of problem notifications. The cause analysis provides you with information about the causes of errors and a drill-down option according to the type of error. The task analysis provides you with information about the number and the status of tasks introduced for service notifications. The analysis for the notification activities provides you with information about actions for service notifications and their frequency. The query “Regional distribution of problems” presents the problem count according to the customer’s region. This query provides the base for a geographical evaluation and a graphical picture of the regions. The query “planned/actual costs deviation” provides you with an overview of the planned/actual costs deviation of service orders. You can freely define other queries.

Demonstration: Demonstration of BW Purpose To demonstrate the Business Information Warehouse.

System Data System: Client: User ID: Password: Set up instructions: 1. Log on to system DEB/800 (iwdf7426.wdf.sap.corp) with user CRMSERVICE/WELCOME

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2.

Menu path: SAP BW → Business Explorer → Analyzer

3.

Open query

4.

Info Areas

5.

CRM → CRM Service → Service Analyses SAP R/3 Service → Service Orders – Costs and Allocations → Planned/actual costs: Comparison


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Facilitated Discussion Discussion Questions Use the following questions to engage the participants in the discussion.Feel free to use your own additional questions. List the steps to demonstrate the Business Information Warehouse.

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Lesson Summary You should now be able to: • Describe the business information warehouse architecture and process

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Unit Summary

Unit Summary You should now be able to: • Identify the components of service history • Explain an LIS standard analysis • Describe the business information warehouse architecture and process

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Unit Summary

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Test Your Knowledge

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The document flow enables you to display an overview of all the documents related to a business transaction, problem notification, service order, and activity reports. Determine whether this statement is true or false.

□ □

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True False

2.

State the criteria for which the LIL is used.

3.

Describe the process of a Business Information Warehouse in short.


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Test Your Knowledge

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Answers 1.

The document flow enables you to display an overview of all the documents related to a business transaction, problem notification, service order, and activity reports. Answer: True

2.

State the criteria for which the LIL is used. Answer: The Logistics Information Library (LIL) is used to enter, classify, and search for key figures in Logistics. The term, “key figure”, is broad enough so that information such as warehouse stock is also understood as a key figure

3.

Describe the process of a Business Information Warehouse in short. Answer: In the first step, data is prepared in various source systems and extracted. In the second step, this data is compiled into Infocubes in BW. Infocubes are structures that describe a self-contained dataset of a business area from a reporting perspective. In the third step, queries, enquiries, and analysis are defined on the basis of the Infocubes in Business Explorer.

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Course Summary

Course Summary You should now be able to: • • • •

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Perform R/3 Enterprise transactions for Customer Services Identify how processes can be performed and supported in R/3 Enterprise Identify the integration with other R/3 Enterprise applications Describe the reporting and analysis tools available


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Course Summary

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Appendix 1 MenuPath

Activities

MenuPath

Master Data

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Display work center IR03

Logistics → Customer Service → Service Agreements → Environment → Work Centers → Work Center → Display

Create equipment master IE08

Logistics → Customer Service → Management of Technical Objects → Equipment → Create

Display equipment master IE03

Logistics → Customer Service → Management of Technical Objects → Equipment → Display

Display installed base IB53

Logistics → Customer Service → Technical Objects → Serial Numbers → Display IBase

Display customer master VD03

Logistics → Sales and Distribution → Master Data → Business Partners → Customer → Display → Sales and Distribution

Material stock overview MMBE

Logistics → Customer Service → Management of Technical Objects → Material → Stock Overview

Display material master MM03

Logistics → Customer Service → Technical Objects → Material → Display


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Activities

MenuPath

Create master warranty BGM1

Logistics → Customer Service → Service Agreements → Warranties → Master Warranty → Create

Display serial number IQ03

Logistics → Customer Service → Technical Objects → Serial Numbers → Display

Create functional location IL08

Logistics → Customer Service → Management of Technical Objects → Functional Location → Create

Display functional location IL03

Logistics → Customer Service → Management of Technical Objects → Functional Location → Display

Functional location – structural display IH01

Logistics → Customer Service → Management of Technical Objects → Functional Location → Structural Display

Service notifications Service Orders

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Customer Interaction Center - Front Office CIC0

Logistics → Customer Service → Customer Interaction Center → Front Office → Front Office

Change list of tasks IW66

Logistics → Customer Service → Service Processing → Notification → List of Tasks → Change

Create notification (general) IW51

Logistics → Customer Service → Service Processing → Notification → Create (General)

Create notification – problem notification IW54

Logistics → Customer Service → Service Processing → Notification → Create (Special) → Problem Notification

Notification – change list editing IW58

Logistics → Customer Service → Service Processing → Notification → List Editing → Change


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Service notifications Service Orders Create quotation for service order DP80

Logistics → Customer Service → Service Processing → Order → Service Order → Create Quotation

Create billing document VF01

Logistics → Customer Service → Service Processing → Completion → Billing Document → Create

Create billing document – batch billing VF06

Logistics → Customer Service → Service Processing → Completion → Billing Document → Batch Billing

Create billing document – edit billing Logistics → Customer Service → Service document list VF04 Processing → Completion → Billing Document → Edit Billing Document List Create billing request – individual processing DP90

Logistics → Customer Service → Service Processing → Completion → Create Billing Request → Individual Processing

Create billing request – collective processing DP95

Logistics → Customer Service → Service Processing → Completion → Create Billing Request → Collective Processing

Graphical monitor I_GRAPH_MON- Logistics → Customer Service → ITOR Service Processing → Order → Capacity Planning → Graphical Monitor Capacity planning – leveling individual capacity (graphic) CM30

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Logistics → Customer Service → Service Processing → Order → Capacity Planning → Leveling → Individual Capacity (Graphic)


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Capacity planning – evaluation of orders CM02

Logistics → Customer Service → Service Processing → Order → Capacity Planning → Evaluation → Orders

Display completion confirmation IW43

Logistics → Customer Service → Service Processing → Confirmation → Display → Completion Confirmation

Completion confirmation – CATS CAT2

Logistics → Customer Service → Service Processing → Confirmation → Entry → Time Sheet → Time Data → Enter

Completion confirmation – individual time confirmation IW41

Logistics → Customer Service → Service Processing → Confirmation → Entry → Individual Confirmation (Time)

Completion confirmation – overall completion confirmation IW42

Logistics → Customer Service → Service Processing → Confirmation → Entry → Overall Completion Confirmation

Display confirmation list IW47

Logistics → Customer Service → Service Processing → Confirmation → Display → Confirmation List

Completion confirmation – collective Logistics → Customer Service → Service time confirmation with selection Processing → Confirmation → Entry → IW48 Collective Confirmation (Time) → With Selection

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Cancel completion confirmation IW45

Logistics → Customer Service → Service Processing → Confirmation → Cancel

Completion confirmation – goods movement MIGO

Logistics → Customer Service → Service Processing → Confirmation → Goods Movement → Goods Movement (MIGO)

Settle service order – individual processing KO88

Logistics → Customer Service → Service Processing → Completion → Order Settlement → Single

Settle service order – collective processing KO8G

Logistics → Customer Service → Service Processing → Completion → Order Settlement → Multiple


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Complete service order – collective processing CO99

Logistics → Customer Service → Service Processing → Completion → Collective Processing → Complete Order

Create service order (general) IW31

Logistics → Customer Service → Service Processing → Order → Service Order → Create (General)

Create service order – sub-order IW36

Logistics → Customer Service → Service Processing → Order → Service Order → Create (Special) → Sub-Order

Customer Repairs Orders Print service order IW3D

Logistics → Customer Service → Service Processing → Order → Service Order → Print

Service order – change list editing IW72

Logistics → Customer Service → Service Processing → Order → Service Order → Service Order List → Change

Service order – change component list IW3K

Logistics → Customer Service → Service Processing → Order → Service Order → Component List → Change

Service order – change operation list IW37

Logistics → Customer Service → Service Processing → Order → Service Order → Operation List → Change

Enter activity report for service order Logistics → Customer Service → Service IW55 Processing → Confirmation → Entry → Activity Report

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Display documents by status V.26

Logistics → Customer Service → Service Processing → Order → Customer Repair → Documents by Status

Create billing document VF01

Logistics → Customer Service → Service Processing → Completion → Billing Document → Create

Create billing document items DP90

Logistics → Customer Service → Service Processing → Completion → Create Billing Request → Individual Processing


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Customer Repairs Orders Create customer repairs order VA01

Logistics → Customer Service → Service Processing → Order → Customer Repair → Create

Create delivery for customer repairs order VL01N

Logistics → Customer Service → Service Processing → Order → Customer Repair → Shipping → Outbound Delivery → Create → Single Document → With Reference to Sales Order

Enter returns delivery VRRE

Logistics → Customer Service → Service Processing → Order → Customer Repair → Returns Delivery

Goods movement for customer repairs order MB11

Logistics → Customer Service → Service Processing → Confirmation → Goods Movement → Goods Movement

Service Contracts Planned Customer Service Evaluations

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Settle contract VA88

Logistics → Customer Service → Service Agreements → Contracts → Contract → Subsequent Functions → Settlement

Create contract VA41

Logistics → Customer Service → Service Agreements → Contracts → Contract → Create

Bill contract VF01

Logistics → Customer Service → Service Agreements → Environment → Sales and Distribution → Billing Document → Billing Document → Create

Create general task list IA05

Logistics → Customer Service → Service Agreements → Maintenance Task Lists → Task Lists → General Maintenance Task Lists → Create

Create equipment task list IA01

Logistics → Customer Service → Service Agreements → Maintenance Task Lists → Task Lists → For Equipment → Create


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Service Contracts Planned Customer Service Evaluations Create task list for functional location Logistics → Customer Service → Service IA11 Agreements → Maintenance Task Lists → Task Lists → For Functional Location → Create Maintenance plan – create single cycle plan IP41

Logistics → Customer Service → Service Agreements → Maintenance Planning → Maintenance Plans → Create → Single Cycle Plan

Create maintenance plan for contract Logistics → Customer Service → Service item IP50 Agreements → Maintenance Planning → Maintenance Plans → Create → For Contract Item

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Schedule maintenance plan IP10

Logistics → Customer Service → Service Agreements → Maintenance Planning → Scheduling for Maintenance Plans → Schedule

Maintenance plan – deadline monitoring IP30

Logistics → Customer Service → Service Agreements → Maintenance Planning → Scheduling for Maintenance Plans → Deadline Monitoring

Maintenance plan – scheduling overview (graphic) IP19

Logistics → Customer Service → Service Agreements → Maintenance Planning → Scheduling for Maintenance Plans → Scheduling Overview → Graphical

Maintenance plan – scheduling overview (list) IP24

Logistics → Customer Service → Service Agreements → Maintenance Planning → Scheduling for Maintenance Plans → Scheduling Overview → List

Display user-defined analysis MCIS

Logistics → Customer Service → Information System → Standard Analyses → User Defined Analysis → Plant Maintenance


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Service Contracts Planned Customer Service Evaluations

470

Display cost analysis MCI8

Logistics → Customer Service → Information System → Standard Analyses → Cost Analysis

Display analysis of problem notification MCIA

Logistics → Customer Service → Information System → Standard Analyses → Problem Notifications

Display sales-customer analysis MCTA

Logistics → Customer Service → Information System → Standard Analyses → Sales/Distribution Data → Customer


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Appendix 2 DataSheet for Exercises

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Type of Data

Data in the Training System

Controlling area

1000

Company code

1000

Plant

1200

Storage location

0001

Sales organization

1000

Distribution channels

10 = End customer sales 14 = Service

Divisions

07 = High Tech 08 = Service

Purchasing organization

1000

Work centers

PC-REP, PC-SERV, PC-SERVS

Customers

1171, 1032, T-CSD##

Vendor

1000

Functional Locations

1171, 1032, TCST##

Equipment

10003542, 10003499, T-CSE1##, T-CSE2##

(Serialized) materials

R-1001, T-FSN##


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Appendix 2: DataSheet for Exercises

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Type of Data

Data in the Training System

Fixed materials (service products)

SM-PCREP, REPAIR_SERVICE

Configured materials (service products)

HOTLINE_SERVICE_A, HOTLINE_SERVICE_B, HOTLINE_SERVICE_C

Configurable materials (service products)

SM-NETINST, INSPECTION_SERVICE, HOTLINE_SERVICE


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Index A Action box, 150 Activity report, 147 Analysis Tools, 439 Assemblies, 99 Automatic contract assignment, 360

B Backflush, 229 Backwards scheduling, 205 Billing document, 199 Billing Form, 318 Billing request, 199 Billing rule, 341 Bills of Material (BOM), 120 Business Explorer, 451 Business Information Warehouse, 451 Business Information Warehouse Process, 452

C Cancellation data, 340 Catalog profile, 159 Catalogs, 159 Change History, 427 client, 5 Client systems, 5 CO-PA, 239 Code groups, 159 Collective entry, 228 Company Code Data, 71 Completed Notifications, 427

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Completed Service Orders, 427 Completion Confirmation, 317 Components, 198 Configurable service products, 355 Configured service products, 355 Contract header, 339 Contract items, 339 Contract selection, 360 Contract validity period, 340 Controlling area, 62 CS-SDL, 205 Customer Master Data, 71 Customer Repairs Order, 316 Customer Repairs Order: Structure, 303 Customer Service (CS), 51–52 Customer Service-Functions, 53 Customers, 52

D Data Warehouse, 439 Data Warehouse - Logistics, 440 DIP profile, 217 Dynamic items, 234

E Early Warning System, 443 EBP, 210 Equipment, 105


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Equipment Master Record, 104, 106–107 Equipment Task List, 394 Execution, 196 External processing operations, 206

General Task List, 394 Graphical monitor, 205

Maintenance Contract, 407 Maintenance Packages, 395 Maintenance Plan, 404 Maintenance Plan Structure, 406 Maintenance Plan Types, 405 Maintenance Strategy, 395 Master Warranty, 122 Material Master, 72 Material Master Record, 100 Material Master Records, 73 Mobile asset management, 223 Mobile services, 223 Multiple Counter Plan, 405

H

N

Help Options, 18 Historical Service Order, 427 Horizon, 341

Non-stock items, 209

F Fixed service products, 355 Forwards scheduling, 205 Functional Location Task List, 394 Functional locations, 98

G

I Infocubes, 452 InfoTypes, 76 Installations, 125 Integrated Transaction Applications, 439 Interface Elements of SAP R/3, 10 Invoice, 53

K KMAT, 356

L Loan Equipment Processing, 304 Log on to an SAP R/3 Enterprise, 5 Logistics Information Library (LIL), 443

474

M


O Object Hierarchies, 124 Object information screen, 361 Object-Related Warranty, 123 OCI, 210 Operating concern, 62 operation control key, 204 Operations, 198 Order header, 198 organizational Structure, 65 Organizational Structure Accounting, 61 Organizational Structure Controlling, 62 Organizational Structure Materials Management, 63 Organizational Structure Sales and Distribution, 64 Organizational Units, 65

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Index

P Periodic billing, 362 Personnel Master, 76 Pieces of equipment, 98 Planning, 196 Planning Plant, 66 Problem notification, 147 Profit center, 63 Purchase Order, 53

Q Quality Management, 304 Queries, 452 Quotation, 217 Quotations, 52

R Relationships, 204 Repair Acceptance, 300, 314 Repair Completion Confirmation, 300 Repair Procedure, 300 Repair Request Item, 314 Repairs Order, 299 Repairs Processing, 299 Repairs Processing: Phases, 300 Resource related billing, 362 Response profile, 160 Returns Item, 314 Role-Based User Menu, 8

S Sales Area Data, 71 SAP Business Solutions, 55 SAP Easy Access, 7 SAP Library, 21 SAP Mobile Engine, 223 Scheduling, 414 Scheduling lists, 416 Scheduling period, 414 SD application, 217

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Serial Number Management, 101 Serial Number Profile, 101 Serial numbers, 99 Service Agreements, 53 Service Categories, 51 Service History: Elements, 427 Service Materials, 73 Service numbers, 204 Service Order, 316, 394 Service Orders, 319 Service Product, 304–305 Service Products, 73 Service profile, 160 Service request, 147 Serviceable Item, 305 Settlement, 196 Settlement periods, 341 Settlement receiver, 362 Single Cycle Plan, 405 Single entry, 228 SM01, 203 SM02, 203 SM03, 203 Standard Analysis Options, 442 Stock items, 209 Strategy Plan, 405 Suboperations, 198 Subscreens, 150 Summarization levels, 234 System status, 165

T Task List Header, 395 Task List Selection, 396 Task List Structure, 395 Task List Types, 394 Task Lists in Customer Service, 394 Task status, 165 Technical Check, 315


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Technical Completion, 317 Technical Objects, 98 Text items, 209 Time sheet, 228 Tools, 198

U Usage History, 427

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User Menu, 8 User status, 165

W Warranty, 122 Warranty Types, 122 Work Center Master, 75 Work Centers, 74

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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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