cr700 en col92 decry

CR700CRM Service

SAP CRM

Date

Training Center

Instructors

Education Website

Participant HandbookCourse Version: 92Course Duration: 5 DaysMaterial Number: 50093317

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

Copyright

Copyright © 2009 SAP AG. All rights reserved.

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

Typographic ConventionsAmerican English is the standard used in this handbook. The followingtypographic conventions are also used.

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2009 © 2009 SAP AG. All rights reserved. iii

About This Handbook CR700

Icons in Body TextThe following icons are used in this handbook.

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Procedures

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iv © 2009 SAP AG. All rights reserved. 2009

ContentsCourse Overview ..... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii

Course Goals .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .viiCourse Objectives ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .vii

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

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

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

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

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

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

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

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

2009 © 2009 SAP AG. All rights reserved. v

Contents CR700

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

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

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

vi © 2009 SAP AG. All rights reserved. 2009

Course OverviewThis course introduces standard CRM service processes and functions. Both theapplication and the configuration of CRM Service features will be introducedin this course.

Target AudienceThis course is intended for the following audiences:

� Customers, partners and SAP consultants involved in a SAP CRM Serviceor related project

� Customers and partners who want to get a detailed knowledge of CRMService features and functions.

Course PrerequisitesRequired Knowledge

� This course requires knowledge of CRM Customizing fundamentals (courseCR100)

Recommended Knowledge

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

Course GoalsThis course will prepare you to:

� Gain a deeper knowledge of the general CRM Service functions.

Note: The course will NOT focus on Field Applications, CRM WebChannel, CRM Interaction Center functionality.

Course ObjectivesAfter completing this course, you will be able to:

� Configure and maintain installed bases and objects� Explain and configure contract-related service transactions like Service

Agreements, Service Contracts and Service Plans� Understand the concept of service order processing and the relevant

customizing.

2009 © 2009 SAP AG. All rights reserved. vii

Course Overview CR700

� Explain and set up different complaint documents like Complaint, Return,In-House Repair and Warranty Claim

� Understand the main aspects of IT Service Management scenarios

viii © 2009 SAP AG. All rights reserved. 2009

Unit 1Overview of CRM Service

Unit Overview

Unit ObjectivesAfter completing this unit, you will be able to:

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

Service.

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

Exercise 1: Starting the CRM WebClient UI .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

2009 © 2009 SAP AG. All rights reserved. 1

Unit 1: Overview of CRM Service CR700

Lesson: Overview of CRM Service

Lesson OverviewThis lesson gives a brief overview of CRM Service functions within the context ofthe SAP CRM solution.

Lesson ObjectivesAfter completing this lesson, you will be able to:

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

Service.

Business ExampleYour enterprise has selected SAP CRM as its customer relationship managementsolution. You would like to become familiar with the CRM Service functionality.

Figure 1: SAP CRM and Service Overview


CR700 Lesson: Overview of CRM Service

SAP CRM 7.0 offers several functions and channels.

� Channels:

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

� Functions:

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

Figure 2: CRM WebClient User Interface

The slide shows the WebClient User Interface (WebClient UI) of a user workingwith the standard role of a Service Professional (SERVICEPRO).

Maintenance of service related master data and service documents like serviceorders is done via the CRMWebClient UI. In SAP GUI only administrative tasksare performed.

Besides the WebClient UI there are other channels that allow to execute servicefunctions. The next slides will give a brief overview over those channels andthe functions therein.



Figure 3: Interaction Center WebClient - Service

The slide shows the Interaction Center Web Client User Interface.

The Interaction Center (IC) WebClient is a thin-client, highly-optimized desktopapplication for interaction center agents. It provides a framework for processingIC WebClient functions.



Interaction Center WebClient � Service Features

� Service Order Management

Allows agents to perform deep technical analysis of a reported technicalproblem including multi-level categorization, and assign the correct servicesand spare parts.

� Service Ticket Management

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

� Complaint Management

Enables the agent to quickly and efficiently create complaints related to areference document or object and fulfill the follow-on task, such as creationof credit memos or returns.

� Case management

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

� Product Registration

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

� Knowledge search

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

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

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



Figure 4: Mobile Service Features

The SAP CRM Mobile Service application is designed to meet the needs of thefield service force. This application runs on mobile clients in the offline mode.

Using this application, service representatives can manage the service life cycle(creating service orders, creating complaints, and reporting confirmations)efficiently. Service employees also have offline access to essential data, suchbusiness partners and products, on their mobile clients.

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



Internet Customer Self-Service (ICSS) is a Web-based application to supportbusiness-to-business (B2B) and business-to-consumer (B2C) scenarios. Bothscenarios are designed to help you reduce interaction costs and increase customersatisfaction.

ICSS provides your customers with a personalized self-help environment wherethey can manage product-relevant information which are described on the nextslide.

Internet Customer Self-Service Features

� Account Self-Service

� Register an account and maintain personal data� Password Management

� Knowledge Management

� Frequently Asked Questions� Solution Search

� Contact Us Function

� Send a comment� Live Web Collaboration

� Product Registration

� Register purchased products� Request Management

� Service request� Complaints and Returns

� Installed Base Management

� Display and maintenance of Installed Base information.

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



Figure 6: Partner Channel Management - Service

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



Exercise 1: Starting the CRM WebClient UI

Exercise ObjectivesAfter completing this exercise, you will be able to:� Gather information using the CRM WebClient UI

Business ExampleYou want to familiarize yourself with the CRM WebClient User Interface.

You log on to the WebClient UI with a predefined user and open the business roleof a Service Professional (SERVICEPRO).

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

1. Add a Favorite to your SAP Easy Access Menu. Choose BSP ApplicationCRM_UI_START with Description CRMWebClient UI and choose StartPage default.htm.

2. Call the CRM WebClient UI with your newly created Favorite.

Use the same user / password combination than before.

Choose Business Role Service Professional (SERVICEPRO).

Hint: Due to predefined and multiple assignments in theorganizational model this user is assigned to several so calledBusiness Roles.

3. In the general Personalization of the WebClient UI change the Layout toSignature Design.

Observe other personalization options.

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

1. In the Accounts & Products work center find an installed base of yourcustomer ##Megastore using the Search For Header Using Partner Data.

Continued on next page



What is the External ID of the customers installed base?

Hint: ##Megastore is the Name of the customer.

2. Create a Saved Search ##IB which allows you to easily retrieve thisinformation again.

3. Use the hyperlink in order to display the details of the installed base.

Click on the hyperlink IBase ID.

Observe the hierarchy structure on the left hand side and the displayedassignment blocks on the right.

Use the personalization option (pencil icon) to display more assignmentblocks both for the installed base header and installed base components.

a) Include the assignment block Service Contracts to the installed baseheader details.

b) Include the assignment blocks Counters,Warranties, QualificationRequirements and Service Transactions to the installed base componentdetails.



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

1. Add a Favorite to your SAP Easy Access Menu. Choose BSP ApplicationCRM_UI_START with Description CRMWebClient UI and choose StartPage default.htm.

a) Choose Favorites→ Add other objects.

Choose BSP Application.

BSP Applicat.: CRM_UI_STARTDescription: CRM WebClient UIStart Page: default.htm (F4-Help available)

2. Call the CRM WebClient UI with your newly created Favorite.


Choose Business Role Service Professional (SERVICEPRO).

Hint: Due to predefined and multiple assignments in theorganizational model this user is assigned to several so calledBusiness Roles.

a) Call the CRM WebClient UI with your newly created Favorite.

Double-click the Favorite CRMWebClient UI that you created before.


Choose Service Professional.

3. In the general Personalization of the WebClient UI change the Layout toSignature Design.





a) In the general Personalization of the WebClient UI change the Layoutto Signature Design.

In the top right corner choose Personalize.

Choose Personalize Layout.

Skin: Signature Design.

Choose Save.


Optionally open more personalization options, e.g. Personalize MyData or Personalize Navigation Bar.

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

1. In the Accounts & Products work center find an installed base of yourcustomer ##Megastore using the Search For Header Using Partner Data.


Hint: ##Megastore is the Name of the customer.

a) From the navigation bar choose Accounts & Products.

Choose Search→ Installed Bases.

Search For: Header Using Partner Data

Use the input help of field Partner ID.

Name 1 / Last Name: ##Megastore.

Choose Search.


The External ID is ##MEGASTORE.




2. Create a Saved Search ##IB which allows you to easily retrieve thisinformation again.

a) Save Search As: ##IB.

Choose Save.

Hint: The Saved Search is available on

the page Home and

in the corresponding drop-down list box in the upper rightcorner of the WebClient UI session. Choose Go to run thesaved search.

3. Use the hyperlink in order to display the details of the installed base.

Click on the hyperlink IBase ID.


Use the personalization option (pencil icon) to display more assignmentblocks both for the installed base header and installed base components.

a) Include the assignment block Service Contracts to the installed baseheader details.




b) Include the assignment blocks Counters,Warranties, QualificationRequirements and Service Transactions to the installed base componentdetails.

a) Use the hyperlink in order to display the details of the installed base.


Use the personalization option to display more assignment blocks bothfor the installed base header and installed base components.

a) Include the assignment block Service Contracts to the installedbase header details

Choose Personalize.

Mark the Available Assignment Block Service Contracts and move itto the Displayed Assignment Blocks.

Choose Save.

b) Include the assignment blocksCounters,Warranties,QualificationRequirements and Service Transactions to the installed basecomponent details.

In the hierarchy structure on the left click on one of the installed basecomponents.

Choose Personalize.

Mark the Available Assignment Blocks Counters, Warranties,Qualification Requirements and Service Transactions and move it tothe Displayed Assignment Blocks.

Choose Save.



Lesson Summary

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

Service.


Unit Summary CR700

Unit SummaryYou should now be able to:� Present an overview of CRM Service� Describe the different CRM Channels and how they are linked to CRM

Service.


Unit 2Installed Base Management and

Objects

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


� Explain the concept of installed bases� Create and work with an installed base� Understand the basic customizing settings for installed bases� Explain the concept of Objects� Configure Objects� Describe the data exchange of technical objects between SAP ERP and

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

Unit ContentsLesson: Installed Base Management ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Exercise 2: Installed Base Maintenance ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Lesson: Objects .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Exercise 3: Objects ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47Lesson: Data Exchange of Technical Objects .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Exercise 4: Equipment Download ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61


Unit 2: Installed Base Management and Objects CR700

Lesson: Installed Base Management

Lesson OverviewInstalled base management in SAP Customer Relationship Management enablesthe representation of objects installed at your customer�s site for which a serviceis offered. This lesson introduces the basic features of installed bases and alsorelated configuration settings.


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

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

Installed BaseInstalled base management in SAP Customer Relationship Management (SAPCRM) enables the representation of objects installed at your customer�s site (suchas devices, machines, software, and so on) for which a service is offered. It canalso be used to manage objects used internally.

Installed base management is available in the following channels: CRMWebClientUI, mobile service, and CRM Web Channel (Internet Customer Self Service).


CR700 Lesson: Installed Base Management

Figure 7: Example of an Installed Base

An installed base can be described as a multilevel structure of installed basecomponents for managing objects that are installed (or are going to be installed)on-site at the customer's site, such as devices, machines, or software. An installedbase can be the reference basis for services.

An installed base describes the hierarchical structure of these objects and theirindividual parts (components).



You can use different types of components within Installed Bases:

� Product components

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

� Text components

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

� An Installed Base as a component of another installed base.

You can incorporate one installed base into another installed base as acomponent. However, this just means making a reference to that installedbase. It would also be possible, for example, to group all installed bases for acustomer under a new, higher-level installed base.

� Objects

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

� Structure Gap

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

� Customer-specific component types.

Customer-specific component types are, for example, cars, washingmachines, telephones, and so on. These can be grouped in object families.

Hint: As of SAP CRM 7.0 you can control user authorization fordisplaying, changing, and creating installed bases. The new authorizationobject is CRM_IBASE. For each user, you can determine authorizationdepending on the following:

The authorization group assigned to an installed base. You defineauthorization groups in Customizing. The new field Authoriz. Groupis available on the Installed Base page, in the General Data block.The installed base category

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



Figure 8: Installed Base Header - Details

An installed base is displayed as a tree structure.

An installed base always has an internal ID number assigned by the system. Youcan also enter an External ID and a Description.

The installed base header can contain dependent information like related businesspartners, service documents like contracts or service orders as well as qualificationrequirements which are useful in the context of resource planning.

Service level are both service profile and response profile and are especially usedin the IT Service Management Scenario.

To define customer specific installed base categories choose IMG activity SAPCustomizing Implementation Guide→ Customer Relationship Management→Master Data→ Installed Base→ Installed Base Category→ Define InstalledBase Category and Installation Rules

To be able to maintain Parties Involved assign a partner determination procedureto an installed base category.Choose IMG activity SAP Customizing Implementation Guide→ CustomerRelationship Management→ Master Data→ Installed Base→ Assign PartnerDetermination Procedure to Installed Base Category



Figure 9: Installed Base Components

Installed base components are individual elements of an installed base at thecustomer site that contain service-relevant information and can be referred toin business processes.

An object becomes a component of this installed base by being included in aninstalled base structure.

In addition to direct use for individual service processes with the customer,installed base data also forms the basis for additional evaluations, such as activitiescovered by service contracts and statistics.

Qualification requirements are maintained within a qualification catalogue. Itis possible to maintain a minimum, a maximum, an optimum and a mandatoryqualification.



Figure 10: Inheritance of Partners and Addresses

The installed base partner and address inheritance is purely logical. This meansthat inherited partner and address information is not visible on component levelbut searching for components using according partner or address data worksproperly. Successful searches are for example important within Interaction CenterWebClient during account identification.

Inheritance of partner and addresses can be activated in customizing per installedbase category.Choose IMG activity SAP Customizing Implementation Guide→ CustomerRelationship Management→ Master Data→ Installed Base→ Installed BaseCategory→ Activate Partner and Address Inheritance

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



Figure 11: Counters

The following counter types are available:

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

When you create a counter, you specify characteristics such as the measurementpurpose of the counter, the unit of measure, minimum and maximum values, andthe overflow value.

You can use counters to:

� record service histories (for example, recording the mileage during thetechnical inspection of a car)

� record energy consumption (for example, household gas or electricityreadings)

� assess warranty claims based on consumption (for example, a car warranty isonly valid for the first 30,000 miles)



Figure 12: Counter Assignment

You can create counters independently of objects, using the Counter application.

You can also create counters or assign existing counters in the master data ofthe installed base component.

You can assign existing counters in the master data of the product or object towhich the counter relates.

Hint: You can assign multiple counters to each installed base component,product, or object. However, you can assign each counter to only oneof these.

It is possible to enter readings for counters directly in service transactions, forexample within the service order or service confirmation. Therefore you canretrieve the counters that are assigned to the reference object in your servicetransaction.

To be able to maintain counters and readings in business transactions, set theActivate Counter indicator either on transaction type - or item category level(transaction category Service Process).

When you enter a reading, it is automatically assigned a unique number from thenumber range defined in Customizing. When you save a reading, the systemvalidates it using a standard or customer-defined validation check.

You can cancel counter readings and reactivate canceled readings.

Counter overflow indicates the value when the counter is reset to a defined value(usually to zero), assuming it is a forward counter. A backward counter resets tothe overflow value when it reaches a defined value (usually when it reaches zero).

Minimum counter value and maximum counter value: Minimum value andmaximum value allowed for this counter. The behavior is different for a measuringpoint (indicator) or a counter.



For a counter, if it is a backward counter and the visible value on the reading isgreater than the visible value on the previous reading, it is assumed that a rolloverhas occurred and the overall value is increased accordingly.

Planned counter value is the planned or target value. This may be used invalidation rules or for statistical comparison with actual values. For a counter, onemust also specify a planned time frame for the planned value.

Counter customizing can be found under SAP Customizing Implementation Guide→ Customer Relationship Management→Master Data→ Counters and Readings

Warranties

Figure 13: Warranty Definition

To be able to maintain warranties, they must be created in the system as products.

You have defined warranty categories. For more information, go to Customizingfor Customer Relationship Management and choose Master Data→ Products→Special Settings for Warranties→ Define Warranties

The following information can be maintained within a warranty master:

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

indicator.



Figure 14: Warranty Assignment

In installed base management, you can assign warranties to products, installedbase components, or objects.

When you create a business transaction in service, such as a service confirmation,complaint, or service order, the system automatically checks whether validwarranty information is available for the reference object of the transaction, andwhether claims on warranty services are justified.

With SAP CRM 7.0 there is a new functionality called automatic triggeringof warranty start.

After a service employee installs a new object, he or she creates a serviceconfirmation. In the service confirmation at item level, the service employeeenters, among other things, the date with Date Type Installed On, and oneor more reference objects that he or she marks as installed. After the serviceemployee changes the status of the confirmation to Completed and saves theconfirmation, the system creates a warranty for each reference object, providedthat the following prerequisites are met:

Installed On date is setObject is installed (corresponding value in field Installation/Dismantle inassignment block Reference Objects)There is no customer warranty for the reference object yet

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



Exercise 2: Installed Base Maintenance

Exercise ObjectivesAfter completing this exercise, you will be able to:� Create an installed base with several components� Create an installed base category with basic Customizing settings

Business ExampleYou provide service for different kinds of technical objects for your customers.

Therefore, you need to maintain installed bases in CRM and become familiarwith the functions available.

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

1. Create an installed base of category 01 (Installed Base) and enter thefollowing data:

External ID: ##HighTech

Description: ##High Tech

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

3. Enter two text components, Computer and Copier.

4. Below the text component Computer, enter product HT-1010 with quantity1 PC.

Assign warrantyWP_001 with warranty start data today to the notebook.

5. Below the text component Copier create two object components. Enterthe following:

Object Family: EquipmentCategory ID UBB Equipment

Object ID: CM##01Description: Copier 1

Create a corresponding second entry with Object ID CM##02 andDescription Copier 2




Save the installed base and write down the number:

___________________

Task 2:Perform basic customizing of installed bases.

1. Create a new installed base category, Installed Base ##, by copying thestandard entry 01 with all dependant entries. Choose the ID from the tablebelow.

Group Number Installed BaseCategory


01 ZA 10 ZJ02 ZB 11 ZK03 ZC 12 ZL04 ZD 13 ZM05 ZE 14 ZN06 ZF 15 ZO07 ZG 16 ZP08 ZH 17 ZQ09 ZI 18 ZR

Only allow components of types Product, Text, and CRM IndividualObject to be assigned to installed bases of your new type. Remove all othercomponents.

2. Assign partner determination procedure 00000032 to your newly createdinstalled base category.

3. Activate (logical) partner and address inheritance.

4. Test your new installed base category and create an installed base.

Choose Test IB## as External ID and Description.

Assign Sold-To Party ##Megastore to the installed base header and add oneproduct component. Choose product ID HT-1000.

Save the installed base.

____________________

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



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

1. Create an installed base of category 01 (Installed Base) and enter thefollowing data:


Description: ##High Tech

a) Log on to the CRM WebClient UI and choose Business Role ServiceProfessional (SERVICEPRO).

Choose Accounts & Products.

Choose Create→ Installed Base.

IBase Category 01External ID: ##HighTechDescription: ##High Tech

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

a) In the Assignment Block Parties Involved, choose Insert.

Function: Sold-to partyID: <number of ##Megastore>

3. Enter two text components, Computer and Copier.

a) In the Assignment Block Text Components, choose New.

Text: Computer

Choose New again.

Text: Copier

4. Below the text component Computer, enter product HT-1010 with quantity1 PC.




Assign warrantyWP_001 with warranty start data today to the notebook.

a) Below the text component Computer, enter product HT-1010 withquantity 1 PC.

In the structure tree on the left select the installed base componentComputer.

In the Assignment Block Product Components area choose New.

Product ID: HT-1010Quantity/Unit: 1 PC

In the structure tree select the product component.

In the Assignment BlockWarranties choose Insert

Warranty: WP_001.

Choose ENTER and observe that the warranty is valid for two yearsstarting today.

5. Below the text component Copier create two object components. Enterthe following:

Object Family: EquipmentCategory ID UBB Equipment

Object ID: CM##01Description: Copier 1

Create a corresponding second entry with Object ID CM##02 andDescription Copier 2

Save the installed base and write down the number:




___________________

a) Below the text component Copier, enter two objects. Enter thefollowing:

In the structure tree on the left select the installed base componentCopier.

In the Assignment Block Object Components choose Create NewObject.

Object Family: EquipmentCategory ID EquipmentsObject ID: CM##01Description: Copier 1

Press Enter and choose Create Object.

In the Assignment Block Object Components choose Create NewObject.

Object Family: EquipmentCategory ID EquipmentsObject ID: CM##02Description: Copier 2

Press Enter and choose Create Object.

Save your installed base and log off the CRM WebClient UI.

Task 2:Perform basic customizing of installed bases.

1. Create a new installed base category, Installed Base ##, by copying thestandard entry 01 with all dependant entries. Choose the ID from the tablebelow.



01 ZA 10 ZJ02 ZB 11 ZK03 ZC 12 ZL






04 ZD 13 ZM05 ZE 14 ZN06 ZF 15 ZO07 ZG 16 ZP08 ZH 17 ZQ09 ZI 18 ZR

Only allow components of types Product, Text, and CRM IndividualObject to be assigned to installed bases of your new type. Remove all othercomponents.

a) SAP GUI:

SAP Menu→ Architecture and Technology→ Configuration→Customizing.

Choose SAP Reference IMG.

SAP Implementation Guide→ Customer Relationship Management→ Master Data→ Installed Base→ Installed Base Category→Define Installed Base Category and Installation Rules.

Select entry 01 and choose Copy As....

IBase Category: <choose entry from tableabove>

Type Description: Installed Base ##

Choose ENTER and confirm the dialog box with copy all.

Confirm and save the data.

Select your newly created installed base category and, in the structuretree on the left, double-click Permitted Components.

Select the entries 0016 (IBase as Component), 0031 (CRM StructureGap) and 9990 (Screen Control Installed Base) and choose Delete.

Save the data.




2. Assign partner determination procedure 00000032 to your newly createdinstalled base category.

a) SAP Implementation Guide→ Customer Relationship Management→Master Data→ Installed Base→ Assign Partner DeterminationProcedure to Installed Base Category.

Select the entry with IBase Category 01 and choose Copy As....

IBase Category: <choose entry from table above>

Save the data.

3. Activate (logical) partner and address inheritance.

a) SAP Implementation Guide→ Customer Relationship Management→ Master Data→ Installed Base→ Installed Base Category→Activate Partner and Address Inheritance.

Choose New Entries.

IBase Category: <your entry>PInherit.: check the flagAdrInherit: check the flag

Save the data.

4. Test your new installed base category and create an installed base.

Choose Test IB## as External ID and Description.

Assign Sold-To Party ##Megastore to the installed base header and add oneproduct component. Choose product ID HT-1000.


____________________




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

a) Log on to the CRM WebClient UI and choose Business Role ServiceProfessional.


Choose Create→ Installed Base.

IBase Category <your entry>External ID: Test IB##Description: Test IB##

Assign Sold-To Party ##Megastore to the installed base header andadd one component of type Product. Choose product ID HT-1000.

In the Assignment Block Parties Involved, choose Insert.

Function: Sold-to partyID: <number of ##Megastore>

In the Assignment Block Product Components, choose New.

Product ID: HT-1000

Press Enter

In the structure tree on the left, select the Notebook Basic 15.

In the Assignment Block Parties Involved observe that no partnerID is visible.


Note the number of the component ID.


Choose Search→ Installed Bases.

Search For Component Using Partner Data.

Partner ID: <number of ##Megastore>

Choose Search. The component is found!



Lesson Summary

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



Lesson: Objects

Lesson OverviewThis lesson introduces CRM Objects, formerly known as Individual Objectswhich can be used to represent globally unique tangible or intangible objectsthat a company sell or provide services for. It can also be used to represent ERPmaster data like equipments.


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

SAP CRM

Business ExampleWithin your CRM service processes you would like to use objects representingspecific and unique entities and serialized products.

ObjectsAn Object is a globally unique tangible or intangible object that a company sellsor provides services for.

Figure 15: Objects


CR700 Lesson: Objects

An object is a globally unique tangible or intangible object that a company sellsor provides services for. It is often a specific single unit derived from a product.Unlike a product, however, an object can be uniquely identified. This means thatalthough there may be similar objects, at least one attribute describing the objectis different. This is generally its identification. A car, for example, has its ownspecific number plate.

Objects constitute unique entities and serve as a central reference for businesstransactions between a company and another party. They can be objects acompany sells or provides services for. A supplier of electricity, for example,can describe the location to which electricity is delivered using objects such as�building� and �apartment�.

Objects are integrated in the product master and provide you with the tools tocreate the data you require on the objects used in your business processes andtrack their use within these processes. The product master provides a centralsource from which object-specific data can be retrieved.

Object data includes the information required for specific business processes (suchas customer inquiries, sales orders, service processes, contracts), and other basicdata that essentially describes and categorizes the object.

It is possible to use Alternative IDs for objects, for example, a VIN or self-definedidentifiers

Objects can be created with or without reference to a product. When creating anobject with reference to a product, data that is generally specific to an object, suchas serial number, date and place of purchase, is created for each object separately,whereas data that is likely to be shared by a large number of objects, such asmanufacturer or model, can be reused (from reference product).

Figure 16: Installed Base: Product vs. Object



The product contains general information about the goods or services it describes.However, it cannot make a statement about individual objects that could possiblyexist for the product.

Individual data that is valid for exactly one object is stored in the object. Thatmeans that an object is generally identified by a number, fixed relationship, ordescription. For example:

� ID number: A computer monitor with the manufacturer's serial number123ZGK654

� Location: Mr. Smith's washing machine at 25 George Street, London.Although the washing machine does not have a serial number, it is not likelyto be confused with any other washing machine.

� Building with address: In addition, individual objects can be used torepresent objects relevant to the business environment that are not actuallyservice or sales process objects.

You can categorize objects in object families with the same types of object (forexample, household appliances and software licenses).

You can define the attributes that are relevant to each object family for thedescription of associated objects as individual fields.

Each object belongs to an object family:

� Settings made at the object family level determine which fields can bemaintained for the objects.

� All other settings related to objects are also made at the object-family level.

Figure 17: Object Fact Sheet



The object fact sheet gives a summarized overview of all relevant data regardinga customers service objects.

The following assignments blocks are delivered:

� Header: Object Details� Displays basic object data, contact data including function, and location

details.� Parties Involved: Lists all partners together with their functions for the

object concerned.� Open Product Service Letter Items: Displays the product service letter items

and product service letters available for the object.� Cases: Lists the cases which have been created for the object concerned.� Service Contracts: Displays the service contract items and related service

contracts for the object concerned.� Open Service Items: Displays any open service items for the objects. Only

those items from documents that do not contain any errors and that havebeen released are displayed.

� Last Closed Service Orders: The last n service orders that have been giventhe status �Completed�.

� Counters and Readings: Displays all available counters and readings for theobject.

� Warranties: Displays all available warranties for the object. The object factsheet can be adapted.

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

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



Figure 18: Step 1: Define Object Family

Choose SAP Customizing Implementation Guide → Cross-ApplicationComponents→ SAP Product→ Objects→ Define Object Families to definea new Object Family.

This IMG documentation contains more detailed information on the different stepsmentioned in this procedure. Some of the steps refer to the basic setup of Productsin SAP CRM and the general extensibility of Products.

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

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



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

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

The concept of Product Hierarchies is introduced in course CR100 (CRMCustomizing Fundamentals).

Product Hierarchies are maintained via CRM WebClient UI. For test purposesyou can choose CRM SAP GUI transaction COMM_HIERARCHY to maintainProduct Hierarchies and Product Categories.

It is important to maintain both Set Types and Relationships in order to work withthose kind of objects properly. If you, for example, forget to assign a partnerdetermination procedure, no parties involved can be maintained directly in theobject. For maintaining partners it is also a prerequisite to assign the relationshipcategory Partners for Product/Individual Object.

The relationship Reference Product for Individual Object is relevant once youwould like to create an object with reference to a product.



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

Choose IMG activity SAP Customizing Implementation Guide→ CustomerRelationship Management→ Master Data→ Installed Base→ Objects / ObjectFamily→ Assign Object Families to Installed Base Categories to assign the objectfamily to an installed base category.

After this optional step, it is possible to create object components in installedbase maintenance.

Figure 22: Create a newly defined Object



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



Exercise 3: Objects

Exercise ObjectivesAfter completing this exercise, you will be able to:� create an (individual) object in CRM and assign it to an existing installed

base.

Business ExampleSome of your customer's technical objects are specific and represented throughCRM Objects. You include Objects into installed bases of your customers.

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

1. Create an object and enter the following information:

Object ID: <do not maintain; internalnumbering>

Object: ##Notebook ObjectObject Family: 0401 (Equipment)Base Category: 0401 (Equipments)Reference Product: HT-1011

Add account ##Megastore as relevant Sold-to Party.

Observe the assignment block Reference Product Attachments.

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



Solution 3: ObjectsTask:Create an object with reference to an existing product (material) master andinclude this newly created object into an existing installed base.

1. Create an object and enter the following information:

Object ID: <do not maintain; internalnumbering>

Object: ##Notebook ObjectObject Family: 0401 (Equipment)Base Category: 0401 (Equipments)Reference Product: HT-1011

Add account ##Megastore as relevant Sold-to Party.

Observe the assignment block Reference Product Attachments.

a) In the CRM WebClient UI choose Accounts & Products→ Create→ Object.

Enter the data provided above.

Choose ENTER to confirm this data.

Open assignment block Parties Involved.

Find the Partner ID of customer ##Megastore using the search helpand enter Partner Function Sold-to party.

Save the object and note the number.

_________________

The assignment block Reference Product Attachments does contain apicture of the notebook which has been inherited from the referencematerial HT-1011.




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

a) Choose Accounts & Products→ Search→ Installed Bases.

Search for your installed base using search field External ID##HighTech.

Choose Edit.

In the hierarchy structure choose text component Computer.

On the assignment block Object Components choose New.

Enter the Object ID you have noted in the previous part of this exercise.

Confirm and save the data.



Lesson Summary

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

SAP CRM


CR700 Lesson: Data Exchange of Technical Objects

Lesson: Data Exchange of Technical Objects

Lesson OverviewThis lessen introduces the replication of technical objects from SAP ERP toSAP CRM. Equipments, functional locations and bills of material can be loadedto CRM.


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

Business ExampleYou would like to exchange ERP master data to SAP CRM to reuse it. Especiallyequipments (serial number information) is of importance within CRM serviceprocesses.

Equipment Download

Figure 23: Equipment Download - Overview



You can use this function to download pieces of equipment from SAP ERPcustomer service to SAP CRM, where they are stored as object componentsof installed bases. Replication is bidirectional, ensuring that, regardless of thesystem in which a change was made, the data remains consistent in both systemsautomatically.

The initial download of data is triggered in SAP CRM and is executed bymiddleware. Uploads and delta downloads take place automatically when datais changed in SAP CRM and SAP ERP respectively.

Pieces of equipment are represented in SAP CRM as objects of an installed base.If the equipment has an underlying structure, this structure is displayed as ahierarchy in the installed base.

If a piece of equipment has a construction type maintained in SAP ERP , thecorresponding material is assigned as the reference product of the equipmentobject in SAP CRM.

If a customer/vendor warranty start and end date is entered in SAP ERP for a pieceof equipment, SAP CRM checks for a corresponding customer/vendor warranty inthe SAP CRM system when the equipment is downloaded. If a warranty templateexists for the sales area and reference product of the equipment in SAP CRM, thisis automatically copied to the Warranties assignment block of the object. Thewarranty validity dates in this block are copied from SAP ERP.

If you also replicate functional locations (see Replication of Functional LocationsBetween SAP CRM and SAP ERP), equipment installed at a functional location inSAP ERP is inserted in the installed base structure in SAP CRM below the objectcomponent representing the functional location.

Prerequisites for the download of equipments are

� Materials and business partners have been downloaded from SAP ERP toSAP CRM.

� You have defined default settings for replication in Customizing forCustomer Relationship Management, under Master Data→ Installed Base→ Replication of Technical Objects from SAP ERP→ Define DefaultSettings for Replication of Equipment .

� You have checked that the delivered implementation of Business Add-In(BAdI) Creation of Objects by Equipment Download (CRM_EQUI_LOAD)meets your requirements and is activated.



The following data is exchanged between both systems:

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

To run the initial download, start transaction R3AS, specify the load objectEQUIPMENT, and then select an SAP ERP system as the source site and anSAP CRM system as the destination site.

Detailed information on the equipment load can be found at: SAP ImplementationGuide→ Customer Relationship Management→ Master Data→ InstalledBase→ Replication of Equipment from SAP ECC Customer Service (CS)→Prerequisites and General Information for Equipment Replication

Setting up Equipment Download

Figure 24: Equipment Download - Prerequisites

The figure above lists necessary settings/prerequisites for the equipment download.

The next figures will go in more details.



Figure 25: Set up of Product Hierarchies in SAP CRM

It is important to assign set types and relationship categories, necessary for objectmaintenance, to a dedicated product category. This was mentioned in a previouslesson (Setting up of Objects).

For more information how to set up product hierarchies, you can find informationin the Online Help.

Figure 26: Default Settings for Equipment Replication

Choose IMG activity SAP Customizing Implementation Guide→ CustomerRelationship Management→ Master Data→ Installed Base→ Replication ofTechnical Objects from SAP ERP→ Define Default Settings for Replication ofEquipment

Both Installed Base Category EQ and Object Family 0401 are delivered withstandard customizing.

The Category ID 0401 has been defined within Product Hierarchy maintenanceand typically is a customer-specific ID.



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

Figure 27: Activation of Equipment Download and Upload

The activation of the equipment download is done via activating a BAdIimplementation.

The BAdI is CRM_EQUI_LOAD. It contains several methods that can be usedto enhance the equipment data load.

To activate the bidirectional data exchange (Upload) activate two adapter objects.

Figure 28: Starting the Initial Download of Equipments

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



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

Download of Functional Locations

Figure 29: Download of Functional Locations

You can use this function to download functional locations from SAP ERP to SAPCRM, where they are stored as object components of an installed base.

You can also upload information on the assignment of equipment to functionallocations from SAP CRM to SAP ERP. However, you cannot upload objectsrepresenting functional locations to SAP ERP.

Functional locations are represented as object components of an installed base inSAP CRM. The structure of functional locations in SAP ERP is reflected in theinstalled base structure in SAP CRM. If you also replicate pieces of equipment(see Replication of Equipment Between SAP CRM and SAP ERP), the assignmentof equipment to functional locations is also reflected in the installed base structure.

The initial download of data is triggered in SAP CRM and is executed bymiddleware. Uploads and delta downloads take place automatically when datais changed in SAP CRM and SAP ERP respectively.

Prerequisites for the download of functional locations are.

� Materials and business partners have been downloaded from SAP ERP toSAP CRM.

� You have defined default settings for replication in Customizing forCustomer Relationship Management, under Master Data→ Installed Base→ Replication of Technical Objects from SAP ERP→ Define DefaultSettings for Replication of Functional Locations .



To run the initial download, start transaction R3AS, specify the load objectFUNCLOC, and then select an SAP ERP system as the source site and an SAPCRM system as the destination site.

The following data is downloaded from SAP ERP: Functional location ID,Description, Long text; Manufacturer; Hierarchy; Business partners; Address;System status.

Hint: In SAP CRM, you cannot change the downloaded structure offunctional locations, create new functional locations in a downloadedstructure, or delete a downloaded functional location. You can only installequipment in and dismantle it from a functional location.

Figure 30: Example: Download of Functional Locations

You can use this function to download functional locations from SAP ERP to SAPCRM, where they are stored as object components of an installed base.

You can also upload information on the assignment of equipment to functionallocations from SAP CRM to SAP ERP. However, you cannot upload objectsrepresenting functional locations to SAP ERP.



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

You can use this function to replicate bills of material (BOMs) to SAP CRMfrom SAP ERP. You can replicate BOMs that are defined for the following typesof master data in SAP ERP:

MaterialEquipmentFunctional location

When replicated to SAP CRM, BOMs are represented as lists of products, linkedby means of relationship types with the following:

Products representing materials replicated from SAP ERPObjects representing equipment and functional locations replicated fromSAP ERP

The entries in a BOM are displayed in the Service Parts - ERP assignment block inproduct and object data.

You cannot change BOM data in SAP CRM. It is not possible to assign anytype of validity parameters, such as time. Header-level attributes of a BOM arenot stored in SAP CRM.

A material that is assigned to a piece of equipment in SAP ERP as a constructiontype is represented as the reference product in the corresponding equipment objectin SAP CRM. If a BOM exists for this material in SAP ERP, this is shown inthe Referenced Service Parts - ERP assignment block in the equipment objectin SAP CRM.



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



Exercise 4: Equipment Download

Exercise ObjectivesAfter completing this exercise, you will be able to:� load equipment data between SAP ERP and SAP CRM

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

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

1. In SAP ERP change the existing serial number <50+##> for materialmaster HT-1089. Create an Equipment view for this serial/material numbercombination.

Hint: Example: if you are assigned to group number 12, pleasechange

serial number 62 (= 50+12).

Therefore use menu Logistics→ Customer Service→ Management ofTechnical Objects→ Serial numbers→ Change

Enter both material number and serial number and activate the equipmentview.

Caution: This exercise only focuses on the technical data exchange.Process steps like delivering the equipment to the customer(including posting of goods issue) for example are not taken intoaccount.

2. In SAP CRM find the serial number/equipment data using the CRMWebClient application Object.

There are different ways to search for this data. You can search with the ERPequipment number when entering it into the search field Object ID.

You can also search using the search fields Reference Product ID /Alternative ID Type / Alternative ID.

Display the details of the object.




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

3. Add Sold-to party ##Megastore to this object and check whether the partnerinformation is transferred back to SAP ERP.

Hint: This task is for testing purposes of bidirectional data exchangeonly! Partner information will be transferred from ERP to CRMonce documents in logistics execution are processed.

4. In CRM include the Object ID to your ##HighTech installed base belowtext component Computer.



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

1. In SAP ERP change the existing serial number <50+##> for materialmaster HT-1089. Create an Equipment view for this serial/material numbercombination.

Hint: Example: if you are assigned to group number 12, pleasechange

serial number 62 (= 50+12).

Therefore use menu Logistics→ Customer Service→ Management ofTechnical Objects→ Serial numbers→ Change

Enter both material number and serial number and activate the equipmentview.

Caution: This exercise only focuses on the technical data exchange.Process steps like delivering the equipment to the customer(including posting of goods issue) for example are not taken intoaccount.

a) Choose the menu path mentioned above, enter Material HT-1089 andSerial number <50+##> and choose ENTER.

Choose button Activate Equipment view.

On the tab SerData observe and note the equipment number.

Save the data.

Hint: After having saved the data, CRM Middleware transfersequipment information from SAP ERP to SAP CRM. Theequipment is now available in CRM as an Object (within aninstalled base).

2. In SAP CRM find the serial number/equipment data using the CRMWebClient application Object.

There are different ways to search for this data. You can search with the ERPequipment number when entering it into the search field Object ID.

You can also search using the search fields Reference Product ID /Alternative ID Type / Alternative ID.




Display the details of the object.

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

a) Choose Accounts & Products→ Search→ Objects and enter

Object ID: <ERP equipment number>

Choose Search.

Use the hyperlink in order to display the details of this object.

The serial number can be found on assignment block ERP Identification.

3. Add Sold-to party ##Megastore to this object and check whether the partnerinformation is transferred back to SAP ERP.

Hint: This task is for testing purposes of bidirectional data exchangeonly! Partner information will be transferred from ERP to CRMonce documents in logistics execution are processed.

a) In your object details open the assignment block Parties Involved.

Choose Edit List.

Add partner function Sold-to party and the Partner ID of ##Megastore.

b) In SAP ERP choose menu Logistics → Customer Service →Management of Technical Objects→ Serial numbers→ Change.

Choose ENTER.

Choose tab Partner and observe that the sold-to party informationnow is available.

Hint: This is an example for a possible bidirectional dataexchange of equipment data.

Hint: Optionally you can log on to the Interaction CenterWeb Client using business role Default IDES IC AGENTS(Z_IDES_AGENT). On the Identify Account page on thechoose Objects. Enter your Serial Number and search forobjects. You should find the object/equipment you createdin the result list. If you narrow down the search using thePartner ID and/or (Reference) Product ID (HT-1089), youcan identify your object directly, without the need to choosefrom a result list.




4. In CRM include the Object ID to your ##HighTech installed base belowtext component Computer.

a) Accounts & Products→ Search→ Installed Base.


Choose Search.

Go to the details of your installed base and choose Edit.

In the structure tree mark Computer.

In the assignment block Object Components choose New.

Enter the Object ID of your equipment. Confirm the dialog with Yes.




Lesson Summary

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


CR700 Unit Summary

Unit SummaryYou should now be able to:� Explain the concept of installed bases� Create and work with an installed base� Understand the basic customizing settings for installed bases� Explain the concept of Objects� Configure Objects� Describe the data exchange of technical objects between SAP ERP and

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


Unit Summary CR700


Unit 3Service Agreements and Service

Contracts

Unit OverviewThis unit introduces both Service Agreements and Service Contracts. Due tothe vast variety of service contract features and functions, the focus in this unitwill be set to those documents.


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

Unit ContentsLesson: Service Agreements.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Exercise 5: Service Agreements .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73Lesson: Service Contracts... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Exercise 6: Service Contracts .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .101Exercise 7: Service Contract Billing.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .115


Unit 3: Service Agreements and Service Contracts CR700

Lesson: Service Agreements

Lesson OverviewThis short lesson introduces Service Agreements, a CRM service transaction oftype �Group Contract�.


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

Business ExampleYou would like to offer specific price conditions in long-term outline agreementsto your customers. Therefore you use a service agreement which later on can bethe basis of a service contract.

Figure 32: Service Agreements

Service agreements have a leading transaction category: Group Contract(BUS2000107).

The standard transaction type of a service agreement is OAS, a standard itemcategory is OASP.


CR700 Lesson: Service Agreements

You can set one sales agreement or service agreement as default within theAccount application (assignment block Sales Area Data).

You cannot exchange service agreements with SAP ERP Central Component(SAP ERP).

Service Agreements can by created for a business partner type, without specifyinga certain sold-to party. So the agreement is valid for all business partners whoare assigned to the corresponding partner type, and for whom the correspondingsales area data was processed.

In addition to the group form of the business partner type, there is anothergrouping function available: grouping using the business partner hierarchy. If youuse this option, you can use a hierarchy node or a hierarchy tree to create a group.

The goal is to define assignments for a large group of customers. If service ordersare created for a customer who is part of the business partner hierarchy tree orbusiness partner hierarchy node defined in the service agreement, the systemdetermines the service agreement and assigns it to the service order. This way, forexample, you could copy the price agreements from the service agreement rightinto the service order.

Figure 33: Service Agreement Determination

If you want the system to find valid service agreements when documents such asservice orders are created, activate the indicator for agreement determination inCustomizing for the transaction type corresponding to your service order.

If the system should search for contracts as well as agreements, it first searchesfor valid service contracts. Only if it finds no service contracts does it search forservice agreements. Service contracts take priority over service agreements



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

Figure 34: Authorized Account Hierarchies

You can create a service agreement for a business partner type without specifyinga certain sold-to party. This means that the agreement is valid for all businesspartners who are assigned to the corresponding partner type, and who are assignedthe same sales area data as is assigned to the service agreement.

In addition to the group form of the business partner type, there is anothergrouping function available: grouping using the business partner hierarchy. Ifyou use this option, you can assign a hierarchy tree or hierarchy node (sectionof a tree) to a service agreement. The goal is to define assignments for a largegroup of customers. If a service order is created for a customer who is part of thebusiness partner hierarchy that is assigned to the service agreement, the systemdetermines the service agreement and assigns it to the service order. This way, forexample, you could copy the price agreements from the service agreement rightinto the service order.

To trigger a dialog box with the exploded account hierarchy node when you createa service order as a follow-up transaction from the service agreement, specialpartner determination settings are required. Those and other settings relevant forsuccessful service agreement determination can be found in the Online Help undertopic Service Contract Management.



Exercise 5: Service Agreements

Exercise ObjectivesAfter completing this exercise, you will be able to:� Create a service agreement� Create a service agreement

Business ExampleService agreements allow you to create long-term agreements that containinformation about prices and products for a particular customer or group ofcustomers. Information about pricing, discounts, billing and follow-up actions canbe maintained and inherited to contracts and service orders.

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

1. Create a Service Agreement for your customer ##Megastore and enterthe product SRV1_4.

Check the organizational data and note the sales area.

Hint: Service Agreements can be created for a group of businesspartners using the field Partner Type which is available both in theAccount data and in the Service Agreement Details.

In this case use Personalization in order to display the AssignmentBlock Parties Involved and Organizational Data.

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

3. Release and save the service agreement.

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

5. Create a service order of type Service Process for your customer##Megastore and enter service product SRV1_4

Check for successful service agreement determination and check if the priceagreement on item level was applied.

6. Which setting in Customizing is relevant for service agreementdetermination?



Solution 5: Service AgreementsTask:Create a service agreement for one of your customers and check for successfulagreement determination.

1. Create a Service Agreement for your customer ##Megastore and enterthe product SRV1_4.

Check the organizational data and note the sales area.

Hint: Service Agreements can be created for a group of businesspartners using the field Partner Type which is available both in theAccount data and in the Service Agreement Details.

In this case use Personalization in order to display the AssignmentBlock Parties Involved and Organizational Data.

a) Check the organizational data and note the sales area.

Choose Service Contracts

Choose Create→ Service Agreement.

Description ##AgreementProduct: SRV1_4In the Assignment Block Parties Involved addSold-to party: <ID of ##Megastore>Open the Assignment Block Organizational Data.

Sales Organization: Sales US (US Sales & Service)Distribution Channel: 14 (Service)




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

a) In the Assignment Block Items choose Action→ Edit to open theitem details.

In the Assignment Block Price Agreements choose New.

Price Type: 0PAR � Item DiscountChoose OK.Product ID: SRV1_4Amount: 20Choose Back.Choose Back.

3. Release and save the service agreement.

a) In the Service Agreement details:

Status: ReleasedChoose Save.

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

a) Choose Accounts→ Products

Choose Search→ Accounts.

Name 1 / Last Name: ##Megastore

Choose Search.

In the result list choose the link in field Name.

Choose the Assignment Block Interaction History.

You should see the number of your group contract (serviceagreement).

Hint: You can assign one service agreement as default foryour account.

In the Assignment Block Sales Area Data choose Actions→Edit for US Sales & Service / Service.

Observe the field Default Sales Agreement in the Sales data.




5. Create a service order of type Service Process for your customer##Megastore and enter service product SRV1_4

Check for successful service agreement determination and check if the priceagreement on item level was applied.

a) Create a service order of type Service Process [ZSE1] for yourcustomer ##Megastore and enter service product SRV1_4 withquantity 1 AU.

Check for successful service agreement determination and check if theprice agreement on item level was applied.

Choose Service Orders

Choose Create→ Service Order.

Choose Service Process.

Description: ##AgreementDeterminationSold-to party: ##MegastoreProduct: SRV1_4Quantity: 1 AUChoose ENTER.

A dialog box with the number of the service agreement is displayed.

Select the line with your group contract and confirm.

Go to the Item Details.

Choose the Assignment Block Price Details.

The item discount of 20% was applied.




6. Which setting in Customizing is relevant for service agreementdetermination?

a) SAP GUI

Choose SAP Menu→ Architecture and Technology→ Configuration→ Customizing.


SAP Implementation Guide→ Customer Relationship Management→Transactions→ Basic Settings→ Define Transaction Types.

Find and select entry ZSE1 (Service Process) and choose Details.

Hint: In the WebClient UI it is possible to personalize theWeb Page Dialog Select Transaction Type (is display whenchoose Service Order→ Create) and to include the fieldTransaction Type.

The parameter Agreement Determin. is set to F (Only at Item Level :Always With Selection Option).



Lesson Summary

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


CR700 Lesson: Service Contracts

Lesson: Service Contracts

Lesson OverviewThis lesson introduces CRM Service Contracts. Basic contract features, contractdetermination and integration aspects are explained.


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

Business ExampleYou would like to establish long-term relationships with your customers.Therefore you would like to offer certain services including customer-specificservice levels and price conditions. In return you will charge monthly fees forgranting those services. Therefore you would like to better understand the optionswith CRM Service Contracts.

Service Contract Basics

Figure 35: Service Contracts



A service contract is a long-term agreement with business partners that specifieswhich services are being offered for that period. The service contract line itemlists customer objects � installed base, installed base components, objects andproducts � that are covered by the contract line item.

Service level agreements list the level of service to which a customer is entitledand contain functions for monitoring compliance with those terms. A contract mayinclude contract-specific price agreements that control not only what is coveredby the contract , but also what prices may be charged for any work covered bythat contract.

SAP CRM Service Contract documents are not transferred to SAP ERP.

Figure 36: Service Contract Structure

A service contract consists of header data and item data. A service product can bestipulated for each service contract item and the customer can claim this productover a certain period at a specific price.

In a service contract item, you stipulate services or service packages with aspecific target quantity or particular overall value. Contracts including this kind ofagreement are called Service Contracts (Value/Quantity).



The following contract item specific data can be maintained:

� Service data: For service contracts, you can maintain the service agreementsthat define the characteristics of the service product in the contract items, forexample. Different parameters, such as response time or availability time,can be such concrete service agreements. For more information, see ServiceLevel Agreements (SLA). For service plans, you can maintain Service PlanData instead of service agreements.

� Object list: Here you assign objects to which the service product stipulatedin the contract item refers. The object list can contain installed bases,installed base components, objects, or products. For more information, seeObject List.

� Product list: Here you enter the services and service parts that should be inthe service product as stipulated in the contract item. The product list cancontain products, product categories, or product ranges (partner/productrange). For more information, see Service and Product List.

� Release list: If services or service parts entered in the product list areclaimed as part of service orders or repair orders, the system records this inthe release list. For more information, see Service Contract (Value/Quantity).

� Price agreements: In addition to the prices defined at header level, specialprice agreements can be made for each contract item. Price agreementsare contract-specific prices and discounts. You define which services arecovered completely, partially, or not at all by a contract.

� Billing plan: Billing plans in the contract items control periodic billing.Depending on the billing plans and Customizing settings, billing requests aregenerated automatically and transferred directly to CRM Billing.

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



Figure 37: Service Contract Items

Service Contract Items are the parts of a service contract in which the services tobe performed for the customer under service contract conditions are defined.

In SAP CRM both Service Profile and Response Profile together are calledService Levels.

SCN is a standard item category for service contract item.

Different types of services can be stipulated as service products in a servicecontract item:

� An individual service (for example, hotline)� A service package in which multiple services and service parts are grouped

in the product list (for example, car inspection)� A service package in which several services and service parts are grouped

in the product list (for example, car inspection)� A service limited according to value or quantity (for example, free-of-charge

telephone consultation for the first three months after buying software)� A service plan in which planned services reoccurring at intervals are entered

(for example, maintenance of a photocopier every three months).



Figure 38: Service Levels - Service Profile and Response Profile

In the service profile, you define the time frames when the services specified inthe service contract (such as hotline or maintenance) can be executed

In the response profile, you define the periods within which processing of theservice in the service process item should have started, and by when the processingshould have been completed. The corresponding dates are calculated based onthese periods and with reference to the service profile in the service process, whichwas created with reference to the contract.

To maintain the response times, choose a key combination in the transaction byselecting the required line and switching to the view for response times. There youcan enter any number of time frames for the selected key combination.

Service Profile and Response Profile are maintained in SAP GUI. Choose SAPMenu→ Service→ Maintain Availability and Response Times.

Contract pricing can be based on those profiles (for example, a standard price onthe product level or an extra charge depending on profile chosen). This is done viathe pricing condition technique.

In standard Customizing, condition 1305 is delivered for an extra chargedepending on service profile, and condition 1306 for an extra charge depending onresponse profile. You can view this on the assignment block Price Details.



Figure 39: Availability Time and Response Time: Example

In this example, the response times determined are displayed for a call receivedon Monday at12 p.m.

Service profile: 8 a.m. � 12 p.m. / 1 p.m. � 5 p.m.

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

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

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

Service Levels are not only available within products. They are also available inthe following master data and can be used in SLA determination to assign thecorrect service profile and response profile to service transactions such as servicerequests, incidents, and requests for change or even a service order.

Service contractsAccounts / Business PartnersProduct itemsObjectsInstalled base or installed base componentsSales and service organizational units



In customizing it is possible to define a SLA determination procedure whichcan be assigned to a transaction type.

Response time: How long it will take to respond to the customer need � forexample, call back within specified time or technician on site within a specifiedtime

Service window or Availability time: Working hours of the service or supportcenter

Downtime: Maximum number of breakdowns per year

Availability: Percentage of assured system availability

Solution time: Maximum period of time allowed for the solution of a problem.

You can create additional parameters using customer-specific set types. Processingof the data from the set type can be done by using Business Add-Ins (BAdIs)and/or Actions.

Figure 40: Service Contract Item - Object List

Each service contract line item can specify a list of objects.

Objects are entered in the assignment block Object List at item level.

Installed bases and installed base components can be used as elements of thisobject list.

The button Proposal for Product List displays a list of the associated servicesand service parts for the reference object that you selected in the object list of theservice contract item. From this list, you can transfer them into the product list.



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

Figure 41: Service Contract Item - Product List

Each service contract line item can specify a list of products.

Products are entered in the assignment block Product List at item level.

In the product list belonging to a service contract item, services and service partsare entered that are in the service product, which is defined in the contract item.These services and service parts can be claimed in the course of the subsequentservice order processing with reference to a service contract.

The product list can be specified by product or product category.

There is input help in the object list in the form of a Proposal for Product Listbutton. See Object List.

It is possible to simultaneously create price agreements for selected rows of theproduct list by choosing Create Price Agreement. In this way, you can define adiscount of 100% for all service parts in the product list at the same time.



Figure 42: Billing Plan - Example: Periodic Billing

You use billing plans to schedule individual dates for billing for a product orservice, independent of the product delivery or provision of the service. Youcan either bill the same amount at regular intervals (periodic billing plan) or billdifferent amounts at specified dates that have been predefined (milestone billingplan).

You can decide whether one billing plan should be valid for all the items in abusiness transaction (valid at header level), or whether different billing plans arerequired for the individual transaction items (valid at item level).

The billing plan contains a list of dates. For each of these dates up to the horizon,the system generates a billing request item. Each billing request item triggers thesystem to create a billing document when certain conditions have been fulfilled.

The system determines the dates for billing request items based on general dateinformation, for example, the start and end date of a contract. The general dateinformation can either be copied from the header of the business transaction orfrom the billing plan type. The system uses the following rules to generate billingrequest items:

� The settlement period� The billing date

In standard, a released contract item triggers the creation of billing due list items.

Item categories and item category determination for both transactions and thebilling application have to be set up accordingly.



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

Figure 43: Price Agreements

Price Agreements are contract-specific prices and discounts which you want togrant the customer, for example a rebate for a certain service or service part. Priceagreements are applied to service transactions which are created with reference toa service contract (item), for example a follow-up service order (release order).

If you create service processes with reference to the contract (item), the systemtakes these price agreements into account. This means that the customer is billedonly for those expenses not covered by the contract.

In addition to the prices defined at header level, special price agreements can bemade for each contract item.

For example, a price agreement can define that all service parts are free of charge,and that the installation of service parts is to be invoiced at the rate of $25 per hour.

Price agreements have no effect on periodic contract billing. The amounts chargedfor periodic contract billing result exclusively from the header and item conditionsof the contract.

Customizing of price agreements:

Choose SAP Implementation Guide→ Customer Relationship Management→Transactions→ Settings for Contracts→ Price Agreements and Configuration→Define and Assign Groups of Condition Tables and Types to define a conditionmaintenance group and to assign it to a transaction type and/or item category.



The same condition types must be used in the pricing procedure of the follow-upservice orders for the price agreement to automatically apply.

In standard condition maintenance group 1300 is delivered for service contracts(items).

Service Contract Determination

Figure 44: Service Contract Determination

According to the Customizing settings, when creating a service process with atransaction type for which contract determination is activated, either you arerequested to select a contract, or the system determines the contract and copies itautomatically to the transaction.

Copying control for item categories is a mandatory prerequisite in order to usecontract determination.

The following settings are available:

� (Space) = No contract determination. The system does not search forcontracts when you create a sales order or a business transaction in Service.

� C = Header and item (reference object), assign immediately if unique.If exactly one relevant contract exists, the system immediately assigns itto the business transaction. If more than one contract exists, the systemdisplays a list of possible contracts. You can then choose the contract youwant to use from this list. For assignment at header level, you must enterthe reference object. The system then only finds those contracts where theobject list contains the reference object or if the object list is empty. Contractsearch at header level only takes place if no contract has been assigned yetand no items are available. If no contract has been assigned at header level



and you create items manually in the business transaction, a contract searchtakes place at item level in a similar way to the option E = Only at item level,assign immediately if unique. If a contract has been assigned at header level,no new search takes place when you create an item.

� D = Header and item (reference object) always with selection option.In a similar way to option C = Header and item (reference object) assignimmediately if unique, the system searches for existing service contracts.The difference between this and option C is that the list with contractsis always opened. Therefore, no automatic assignment takes place whenonly one contract is found. If items are manually created in the businesstransaction in Service, a contract search takes place at item level in a similarway to option F = Only at item level, always with selection option.

� E = Only at item level, assign immediately if unique. When you createa business transaction item, the system searches for existing contracts.If only one contract is found that fulfills the selection criteria, the systemautomatically copies all the relevant data from the appropriate servicetransaction item to the business transaction. If multiple contracts are found,the system displays a list with these contracts, from which you can choose theone you want to use. The system only proposes a contract if it is valid at therequested delivery time (sales orders) or on the requested start date (serviceorders). For sales contracts, the system searches for contracts that existfor a particular customer, as well as for the product, sales organization anddistribution channel for which a sales order is issued. For service contracts,the system searches for contracts that exist for a particular customer, as wellas for the reference object, sales organization, distribution channel and, ifapplicable, the service organization, for which the business transaction inService was created.

� F = Only at item level, always with selection option. In a similar way tooption E = Only at item level, assign immediately if unique, the systemsearches for existing contracts. The difference between this and option Eis that the list with contracts is always opened. Therefore, no automaticassignment takes place if only one contract is found.

� G = Manual. The system does not search automatically for existingcontracts after the business transaction data has been entered. However, youcan use a pushbutton to start the contract search for all items. The systemthen carries out contract determination for all items that are not yet assignedto a contract, in a similar way to option F = Only at item level, always withselection option.

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



Figure 45: Service Contract Determination - Details



According to the Customizing settings, when creating a service process with atransaction type for which contract determination is activated, either you arerequested to select a contract, or the system determines the contract and copiesit automatically to the transaction. For successful contract determination, thefollowing criteria have fulfilled:

� Partner: The sold-to party in the service contract and the service processmust be identical.

� Sales and service organization in the service contract and the service processmust be identical.

� Status: The status of the service contract item must be Released.� Validity: The date in the Requested Start field in the service process must lie

within the validity period of the service contract item.� Object list: In standard Customizing, contract determination runs in the

following sequence:

1. Contracts are found that have reference objects entered for the businesstransaction item in the object list of the service contract item, or thathave an empty object list for the service contract item.

2. If no reference objects were entered for the business transaction item,contracts are found that have the reference object for the businesstransaction header entered in the object list of the service contract item,or that have an empty object list for the service contract item.

3. If the reference object was not entered in either the business transactionitem or in the business transaction header, service contract items withempty object lists are found.

� Product list: the product in the business transaction item must be entered inthe product list of the service contract item, or the product list of the servicecontract item can be empty.

Copying control: The copying control for item categories must be set inCustomizing.

Services and service parts available with a selected contract are proposed bycopying to a service order. A release order list shows the history of service ordersrelating to value/quantity of service contract items.

You can use the Business Add-In definition CRM_SERVICE_CONTRACT(Business Add-In for Service Contract Determination) to include your ownselection criteria or to limit the selection criteria (see above) delivered by SAP.



Billing and Controlling Integration

Figure 46: Service Contract Billing

Billing for service contract items takes place periodically, and a fixed amountis billed as specified in the terms of the contract. Billing takes place accordingto a billing plan.

You use billing plans to schedule individual dates for billing for a product orservice, independent of the product delivery or provision of the service. Youcan either bill the same amount at regular intervals (periodic billing plan) or billdifferent amounts at specified dates that have been predefined (milestone billingplan)

The billing due list is a collection of all billable transactions. When a transactionis saved and at least one item is billing-relevant, data from this transaction istransferred to the billing component, checked, supplemented with master data, andsaved in a billing due list item.

In the above example, the item category FAPF (billing-plan sub-items) is set toBilling After Contract Release (via CRM Billing).

For service transactions containing items that are defined as relevant for externalbilling, SAP CRM automatically transfers billing-relevant data to SAP ERP.Transfer takes place when a user sets a particular status for the transaction. Thedata transferred includes the billing date, products to be billed for (services andservice parts), business partners, and conditions. When data is transferred, a debitmemo request is automatically created in SAP ERP for each service transaction,



in the form of a sales order. The items in this order represent the billing-relevantitems in the original service transaction. You can perform billing immediately forthese debit memo requests, without additional processing steps.

Billing request items generated by a billing plan are transferred automatically toSAP ERP. Service contract items that are relevant for billing are transferred whencontract data is updated and a contract item is marked as Released.

Caution: You cannot cancel service contract items once they have beentransferred to SAP ERP

Figure 47: Controlling Integration

Service contract revenues can flow to SAP ERP Controlling (CO).

Any costs associated with service orders assigned to a service contract can flow toSAP ERP as well, and are collected at contract level.

SAP NetWeaver BI can report on service contract data from SAP CRM and otherSAP or non-SAP systems.

Controlling integration is defined in the same way as for service processes. Youcan choose between single object and mass controlling. Service process costs arecollected in the CO cost object associated with the contract.



BI provides the following analyses:

� Service Contract Analysis:

� Identifies contract products with a high net value� Provides an overview of the value and volume of active service

contracts� Monitors customer satisfaction with services performed under contracts

� Service Level Compliance Analysis:

� Rate of completion on schedule with completion dates determined byService Level Agreements

� Provides an overview of delayed and on-schedule services� Monitors the punctuality of services� Enables quality analysis in service organizations.

Figure 48: Revenue Recognition

Revenue recognition controls how much revenue is to be reported in whichposting period.

Revenue recognition allows you to post revenue to the financial accountingcomponent in SAP ERP independent of billing documents, which are normallyposted to revenue accounts. In this way, revenues can be posted before, during, orafter the actual billing.



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

� Standard revenue recognition means that billing documents are posteddirectly to a revenue account. This type of posting occurs without a revenuerecognition process.

� Time-based (periodic) revenue recognition means that the revenue of a sale isdistributed and posted evenly over the entire contract term. For this process,the billing document is posted to an accruals account first and the revenuesare transferred to the revenue accounts in a second step.

� Service-based revenue recognition (value/quantity contracts with a targetquantity) means that the revenue is realized based on an event. Events arereleases that are reflected as service orders or service confirmations. Onceagain, the billing document is posted to an accruals account first and therevenues are transferred to the revenue accounts in a second step.

Additional Functions for Service Contracts

Figure 49: Service Contract Templates

You use service contract templates to define reusable data, which minimizes theamount of time required to create a service contract, a usage-based service contract,or a service contract quotation. You can, for example prepare the service contracttemplate with a standard product list and standard price agreements. If applicableyou could also prepare an object list, for example filled with standard products.

Note: The user interface for the service contract template is aconfiguration of the component for service contracts with Object TypeBT112_SCT.



Depending on your Customizing settings, you can:

Create a new service contract template.Copy an existing service contract template.Create a service contract or service contract quotation as a follow-uptransaction, based on the service contract template.Create a service contract template as a follow-up transaction, based on aservice contract or a service contract quotation.

Figure 50: Automatic Start of Contract

When a standard service contract is created, the contract start date is defaulted withtoday's date. Using the new date type SRV_INST (Installed On) it is possible tochange the contract start date to an actual start date.

The Installed On date can be maintained either on header or item level. When itis maintained on header level, the contract start date on header level is changedand inherited to the item level.

The new data type SRV_INST is contained in the standard date profile CONT002for service contracts.

Caution: It is necessary to maintain the dependent dialog Screen Areas:Dates and assign screen area SERVICE in order to maintain this datein the contract application.



Figure 51: Dates in Service Contracts

Dates are controlled within the contract by a date profile. The date profile isassigned to the transaction type and/or the item category.

Date profiles contain date rules, date types, durations, and reference objectsallowed.

Date rules determine a date, for example, quarterly, first of the month, start dateplus validity, or todays date.

Date types are found as various fields in the contract, for example, contact startdate, end date, acceptance date, cancellation date, or dates to or from on a billingplan.

Duration is a period such as the validity period of a contract.

A reference object is where the system draws the date from, such as from thesystem or from a customer.

Date Customizing can be found under

SAP Customizing Implementation Guide→ Customer RelationshipManagement→ Basic Functions→ Date Management→ Define DateTypes, Duration Types and Date RulesSAP Customizing Implementation Guide→ Customer RelationshipManagement→ Basic Functions→ Date Management→ Define DateProfile



Figure 52: Contract Change Processes

You use this function to make changes to existing contracts. Each change processhas different effects in the further processing of the contract, both in contractmanagement and in accounting. You can use process Cancel Last Change Processto undo all changes that the last change process made. This does not work forall change processes, however.

You have made the settings for the change processes in Customizing for CustomerRelationship Management under SAP Customizing Implementation Guide→Customer Relationship Management→ Transactions→ Settings for Contracts→Additional Settings for Service Contracts→ Change Processes. The settings youdefine here control all the change processes.

You can use mass change processes to make changes for selected contractssimultaneously, for example changing the sold-to party for multiple servicecontracts at once. This is only possible for change processes that you have definedat the header level. The system does not change the selected contracts with thischange process; instead, it creates new ones. You cannot undo the executionof this change process. After the mass change process is executed, you see theresult: contracts for which the change was successful and contracts for which themass change process was not applicable.

You can use transaction Delete Mass Change Processes (transactionCRM_MASS_CP_DEL), which you can find on the SAP Easy Access screenunder Service, to delete log files for previously executed mass change processeswhich are no longer needed, to free memory space on the database.

To configure mass change processes go to SAP Customizing ImplementationGuide→ Customer Relationship Management→ Transactions→ Settings forContracts→ Additional Settings for Service Contracts→ Change Processes→Mass Change Processes



Exercise 6: Service Contracts

Exercise ObjectivesAfter completing this exercise, you will be able to:� Create a new transaction type for a service contract� Perform contract-specific Customizing settings� Create and maintain a service contract

Business ExampleUsing service contracts, you are able to maintain long-term agreements with yourcustomers. Reference objects, contract products (service level agreements), priceagreements, and billing plan functionality can be used with service contracts.

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

1. In Customizing, create a new transaction type ZC## (##Service Contract) bycopying the standard entry SC. Make the following settings:

Transaction Type: ZC##Description (short): ## Service ContractDescription (long): ## Service ContractInactive: <blank>

2. Assign organizational data profile ZIDES_05 to your newly createdtransaction type.

3. Allow the transaction type to be used in channel CRMWebClient UI.

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

5. You would like to use billing plan functionality within your ##ServiceContract. Assign Billing Plan 02 (Periodic Billing) to both transactiontype ZC## and � since you will later use a standard item category � to itemcategory SCN.




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

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

1. Enter the following data:

Sold-to party: ##MegastoreDescription: ##Contract

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

3. On item level, assign the installed base with external ID ##HighTech tothis item.

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

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

6. On item level, assign the installed base with External ID ##Megastore tothis item.

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

_______________________

Task 3:

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


Description: ## Contract Determination 1Sold�to party: ##MegastoreService product: SRV1_4Quantity: 1

3. Which service contract items are determined?




Task 4:

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


Description: ## Contract Determination 2Sold�to party: ##MegastoreInstalled Base Component: Use search pattern Component

Using Header Data and search forany component of installed basewith<external ID = ##MEGASTORE>

Service product: SRV1_4Quantity: 1




Description: ## Contract Determination 3Sold�to party: ##MegastoreReference Object: Product ID: Use search pattern Component

Using Object Data and search forthe object/equipment/serial numbercomponent which you included to youinstalled base ##HighTech in a previousexercise.



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

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

2. Where does this information come from?




3. What is the response profile for product SER_022?

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



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

1. In Customizing, create a new transaction type ZC## (##Service Contract) bycopying the standard entry SC. Make the following settings:

Transaction Type: ZC##Description (short): ## Service ContractDescription (long): ## Service ContractInactive: <blank>

a) SAP Menu→ Architecture and Technology→ Configuration→Customizing.


SAP Implementation Guide→ Customer Relationship Management→Transactions→ Basic Settings→ Define Transaction Types.

Find and select entry SC and choose Copy As.

Transaction Type: ZC##Description (short): ##Service ContractDescription (long): ##Service ContractInactive: <blank>

Choose ENTER and confirm the dialog box.

2. Assign organizational data profile ZIDES_05 to your newly createdtransaction type.

a) Choose Details.

Org. Data Prof. ZIDES_05Choose Back (F3).




3. Allow the transaction type to be used in channel CRMWebClient UI.

a) In the dialog structure, choose Channel.

Choose New Entries.

Channel: CRM WebClient UI.

Save your settings and go back to the IMG.

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

a) SAP Implementation Guide→ Customer Relationship Management→Transactions→ Basic Settings→ Define Item Category Determination.

Select all entries that start with exactly SC.

Choose Copy As�.

Transaction Type: ZC##Choose ENTER.

Repeat this step until you copy all selected entries.





5. You would like to use billing plan functionality within your ##ServiceContract. Assign Billing Plan 02 (Periodic Billing) to both transactiontype ZC## and � since you will later use a standard item category � to itemcategory SCN.

a) SAP Implementation Guide→ Customer Relationship Management→Transactions→ Basic Settings→ Billing Plan→ Assign Billing PlanType to Business Transaction Type.

Choose New Entries.

Bill.PlanProc: <blank>Transaction Type: ZC##BillingPlanType: 02

Hint: You will not use your own item category but a standarditem category SCN in this context.


SAP Implementation Guide→ Customer Relationship Management→ Transactions→ Basic Settings→ Billing Plan→ Assign BillingPlan Type to Item Category.

Choose New Entries.

Bill.PlanProc: <blank>Transaction Type: ZC##Item Category: SCNBillingPlanType: 02





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

a) SAP Implementation Guide→ Customer Relationship Management→Billing→ Item Category Determination→ Assign Item Categories

Choose CRMB (CRM Billing).

Find and mark the entry beginning with SC.

Choose Copy As�.

Source Process Cat.: ZC##Choose ENTER.


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


Sold-to party: ##MegastoreDescription: ##Contract

a) Choose Service Contracts

Choose Create→ Service Contract.

Choose ##Service Contract.

Description: ##ContractSold-to party: ##Megastore

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

a)

Product: SER_021Quantity: 1




3. On item level, assign the installed base with external ID ##HighTech tothis item.

a) Choose Action→ Edit for your item.

Choose assignment block Object List.

Choose button New.

Installed Base: <External ID = ##HighTech>Choose Back.

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

a) In the item details choose assignment block Price Agreements.

Choose New

Price Type: 0PAG � Product Group.Choose OK.Product Group: 02 (Spare parts)Amount: 25

Choose Back (to go to the item details).

Choose Back (to go to the contract details).

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

a) In the assignment block Items.

Product: SER_022Quantity: 1

6. On item level, assign the installed base with External ID ##Megastore tothis item.

a) Choose Action→ Edit for your item.

Choose assignment block Object List.

Choose button Edit List.

Installed Base ID: Use search help and find installed base withExternal ID##Megastore

Choose Back.




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

_______________________

a) In the Service Contract Details:

Status: Released.Choose Save

____________________________

Task 3:

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

a) Choose Service Orders




Description: ## Contract Determination 1Sold�to party: ##MegastoreService product: SRV1_4Quantity: 1

a) Press ENTER.


a) Both contract items from the preceding exercise are determined.

Task 4:









Description: ## Contract Determination 2Sold�to party: ##MegastoreInstalled Base Component: Use search pattern Component

Using Header Data and search forany component of installed basewith<external ID = ##MEGASTORE>


a) Press ENTER.


a) In this case reference object information is taken into account and onlyone contract item is determined and - due to customizing settings -immediately assigned to the service order item.






Description: ## Contract Determination 3Sold�to party: ##MegastoreReference Object: Product ID: Use search pattern Component

Using Object Data and search forthe object/equipment/serial numbercomponent which you included to youinstalled base ##HighTech in a previousexercise.


a) Press ENTER.


a) In this case reference object information is taken into account and onlyone contract item is determined and � due to customizing settings �immediately assigned to the service order item. This time it is thesecond contract item.




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

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


Choose Search→ Serivce Contracts

Service ContractDescription:

##Contract

Choose Search.

Select the corresponding service contract from the result list by clickingthe link in column Service Contract ID.

Observe item details in the assignment block Items.

Product Service Profile Response ProfileSER_021 Mo � Fr 7 � 17h Response pro-

file �Economy class�SER_022 Mo � Sa 6 � 18h Response profile

�Business class�

2. Where does this information come from?

a) Service Profile and Response Profile are maintained within theproduct master.

3. What is the response profile for product SER_022?

a) Choose Accounts & Products

Choose Search→ Products.

Product ID SER_022

Select the corresponding product from the result list by clicking thelink in column Product ID.

In assignment block Service Levels you find the profiles.

Service Profile: Mo�Sa 6�18 hResponse Profile Response profile �Business class�




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

a) SAP GUI

Choose SAP Menu→ Service→Maintain Availability and ResponseTimes.

In the dialog structure, choose Response Profile.

Select the response profile BUSINESS.

In the dialog structure, choose Indicators for Response Times.

The response times Duration Until First Reaction (SRV_RF_DURA)and Duration Until Service End (SRV_RR_DURA) are calculatedbased on the Priority of the service order.



Exercise 7: Service Contract Billing

Exercise ObjectivesAfter completing this exercise, you will be able to:� Bill a CRM service contract with CRM Billing� Bill a CRM service contract with ERP Billing

Business ExampleYou would like to bill your CRM service contracts using the CRM Billingapplication.

Since ERP�Billing of CRM service contracts is optionally possible, you wouldlike to test this as well.

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

1. Maintain the billing due list, expand the line item with your contract number,and create the billing documents.

Hint: In the WebClient UI it is only possible to bill the entire servicecontract.

If you only would like to bill certain items (e.g. monthly billing),you have to use SAP GUI.

SAP Menu→ Service→ Billing→Maintain Billing Due List

Search with your (contract) document number.

2. Which billing item category was determined? Why?

3. Check the document flow for the billing document. Which entries doesit contain?

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

1. Create a service contract of type Contract w. ERP Bill. (Z300) for yourcustomer, ##Megastore, and use product SER_021_ERP with quantity 1.

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

_________________




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

3. Take a look at the transaction history of the service contract. What do youobserve?

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



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

1. Maintain the billing due list, expand the line item with your contract number,and create the billing documents.

Hint: In the WebClient UI it is only possible to bill the entire servicecontract.

If you only would like to bill certain items (e.g. monthly billing),you have to use SAP GUI.

SAP Menu→ Service→ Billing→Maintain Billing Due List

Search with your (contract) document number.

a) In SAP GUI choose SAP Menu→ Service→ Billing→ MaintainBilling Due List

Document Number: <your contract number>

Choose Execute.

Expand the item corresponding to your contract using the triangle icon.

Mark the first sub-item which corresponds to the billing plant item ofthe first month and choose iconIndividual Billing.

Check the data and save the billing document.

2. Which billing item category was determined? Why?

a) In SAP GUI the billing item category can be observed in the billing duelist (last column). The billing item category FAPF has been determined.

Optional: In CRM WebClient UI navigate to the details of a billingdocument.

In the Assignment Block Items you find the

Billing item category Billing Req. Item � Billing Plan (FAPF).

Hint: In one of the above exercises you maintained billingitem category determination for your new service contracttransaction type (ZC##) and the item category (SCN) therein.These settings have been applied here.




3. Check the document flow for the billing document. Which entries doesit contain?

a) In CRM WebClient UI choose Billing

Choose Search→ Billing Documents.

Payer ID: <number of ##Megastore>

Select the line with the first of your billing documents and choose thelink in column Billing Doc. ID.

Choose the assignment block Referenced Transactions.

Here you can find the service contract.

Choose the assignment block Follow-Up Transactions.

Here you can find the accounting document.

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

1. Create a service contract of type Contract w. ERP Bill. (Z300) for yourcustomer, ##Megastore, and use product SER_021_ERP with quantity 1.

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

_________________



Choose Contract w. ERP Bill.

Description: Contract ERP Billing ##Sold�to party: ##MegastoreProduct: SER_021_ERPQuantity: 1

Release and save the contract and write down the number.

Status: Released

Choose Save.

Write down the number: ____________________.




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

a) In assignment block Items, choose the link in column Product ID forproduct SER_021_ERP.

Press button Edit.

The main product category isMAT_DIEN (Service).

Some data parts are not ready for input because the original systemis different.

The product was created in the ERP system and transferred to CRM.

3. Take a look at the transaction history of the service contract. What do youobserve?

a) Choose assignment block Transaction History.

A replicated document of type Debit Memo Request was createdin the ERP system.

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

a) SAP Menu→ Logistics→ Sales and Distribution→ Sales→ Order→ Display.

Order: <number of debit memo request>

Choose ENTER.

Choose menu Sales document→ Billing.

Save the billing document.



Lesson Summary

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


CR700 Unit Summary

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


Unit Summary CR700


Unit 4Service Plans

Unit OverviewThis unit gives a compact overview of service plan functionality in SAP CRM.


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

Unit ContentsLesson: Service Plans .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .124Lesson: Service Plan Simulation ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .134

Exercise 8: Creating a Service Plan ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .137


Unit 4: Service Plans CR700

Lesson: Service Plans

Lesson OverviewThis lesson introduces basic features of CRM service plans. Also relevant masterdata and specific transaction settings are presented.


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

Business ExampleYour service organization would like to maintain technical objects repeatedly andit should only be described once. With service plans it is also possible to usetime or counter-based interval strategies.

Figure 53: Service Plans

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


CR700 Lesson: Service Plans

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

� Temporal trigger

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

� Performance-dependent trigger

� Based on counter readings� Fixed counter interval with date forecast

� Complex trigger

� Combination of the above.

Service orders are created from a service plan using actions (the Post ProcessingFramework).

The service plan creates release objects, such as service orders, in the system withthe help of scheduling, which can take place on the basis of time intervals orcounter readings

Three steps are carried out by the system:

1. Create a service order by copying the service plan item (copy control).2. Merge the new service order with additional data (sub-items from a service

order template, reference objects, or dates).3. Update the service plan by calculating the next planned date.

Figure 54: Two Options for Planned Services



You can functionally enhance a service contract by adding a service plan. To doso, you enter one or more service plan items at item level in the service contract(left part of the figure above). A service plan created in this way differs from anindependent service plan in that data can be entered for business partners andbilling, and this type of service plan has a time limit, since it ends when theservice contract runs out.

The service plan appears in the service contract at item level as a separate itemcategory. According to the way your service contract is set up, you can createservice plan items as subitems for a service contract item, or you can add serviceplan items directly to the service contract header without the contract item inbetween.

To enable processing of planned dates and service plan data, such as intervalvalues, assign item category SPLA (Service Plan Item) to the item. This itemcategory must be assigned to the item object type Service Plan Item CRM(BUS2000148) in Customizing.

If you want to create a service contract item with service plan items under it,you can use the product proposal in the service contract item. This way, you canautomate creation of the service plan items

You first create a service contract item for a service plan, and would like to defineservice plan items as subitems. You can use the product proposal to help youmake your entries when creating the service plan items. In the case of the productproposal, relevant services are proposed for selection for the reference object thatyou enter in the object list of the service contract item. A service plan item iscreated automatically for each service that is selected.

The service plan can be a separate business process which is independent ofthe service contract. Contract-independent service plans primarily referencethe object on which the services will be performed, and are valid for the entirelifetime of the object. Unlike service plans that are bound to service contracts,contract-independent service plans contain no data specific to the customer orsold-to party, and they are not related to the validity period of a service contract.

For contract-independent service plans, SAP delivers the transaction type SRMP(SAP Service Plan) in standard Customizing. This transaction type has the leadingtransaction category Service Plan (BUS2000245). In addition, item categorySPMP (Service Plan Item in Service Plan) is available for contract-independentservice plans. This item category must be assigned to the item object type ServicePlan Item CRM (BUS2000148) in Customizing.



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

The service plan no longer has to be linked to the contract, but can be linked to theobject to be serviced. This feature enables the service plan to remain assigned tothe object for its complete life cycle, even if its owner changes.

A service plan can be linked to a contract or stand alone

� Scenario 1 shows the linkage of a service plan to the reference object. Theservice plan exists independent of the location or assignment to a customer(service contract)

� Scenario 2 shows the situation where a service plan is linked to a servicecontract. A service plan exists only, when there is an existing servicecontract.



Figure 56: Service Interval Template

Service interval templates are defined within SAP GUI (SAP Menu→ Service→Maintain Service Interval Templates).

A Service order template describes only the scope of planned services and not theactual execution (customer and time frame).

Figure 57: Service Intervals and Products

Service plan products are maintained via the WebClient UI (Accounts & Products→ Search/Create→ Products/Product).

A service plan product should to be assigned to the item category group ServicePlan Product (SPLA).



A service plan product needs the set type SERVICEPLAN to allow themaintenance of a service interval template.

Caution: The Interval Template field is hidden in the standard delivery.UI configuration is necessary in order to make this field available withinthe product application.

Figure 58: Scheduling Scenarios

Scheduling, in this context, is defined as:

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

The following scheduling types are provided:

� Cyclic� Once� Alternating� Fixed values



All scheduling types can depend on all service plan types

� Time� Counter� Both time and counter:

� For example, �Mobility Service� for cars:

→ Inspection every 15,000 km

→ 20% rebate on time and material

→Mobility warranty for one year (breakdown service and so on).

� Questions to be answered within Planned Services:

→ How many inspections will we have to perform nextweek/month/year?

→ Do we have enough service technicians available?

→What about costs and revenues for mobility services?

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

Figure 59: Scheduling

The system calculates the planned dates (that is, the dates on which a serviceshould be performed) for the services defined in the service plan.

The �Planning Start Date� is calculated on the start of planning. This is, bydefault, the current date when the service plan item is created - because the daterule �Todays Date� is assigned by default to the date type �Planning Start Date� inCustomizing.



Planned dates can be determined for counter-based scheduling by means of aconsumption prediction or a calculated consumption value. For time-basedscheduling, the planned date is calculated using the service interval that wasdefined in the service plan.

Follow-up documents (such as service orders or quotations) are created before theplanned date is reached. The date on which a follow-up document is created isdefined by the date type �Release Date�.

You can use the duration �Lead Time� to calculate the �Release Date�. After the�Release Date� is exceeded, an action is triggered and a follow-up document iscreated in the system.

As soon as the document is created, the service employee can process and confirmthe document.

A Business Add-In for the Service Plan (CRM_SERVICEPLAN_BADI) isavailable.

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

A service plan item is a sub-item of the service contract item.

If a service order template has been assigned to the service interval template of theservice plan product, the service order template items are copied in the serviceorder item as sub-items.

Pricing of the service order item and sub-items can be influenced by the servicecontract item.

CO integration can be achieved by using the service contract item or servicecontract header as a Controlling object.

The Post Processing Framework (PPF), which can be used either manually orautomatically, allows interaction of the dates and actions of the individual serviceplan items to be monitored, and also allows the generation of follow-up documents.



A background job can be set up for automatic monitoring that checks, at regularintervals, if all the scheduled actions comply with the start condition and, ifnecessary, generates the follow-up documents.

The data from the service plan item is first copied to the item of the new businesstransaction during generation of the follow-up documents. Additional data, suchas price agreements, can be copied from the service contract. The planned datesin the service plan can then be recalculated, and the service plan can be updatedaccordingly.

If more complex services are to be used on a planned date, you can predefine abusiness transaction template in which the detailed services and their scope areentered, such as a service order template.

You can assign a business transaction template to a service interval either withina service interval template, or in the contract during maintenance of a serviceplan item.



Lesson Summary

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



Lesson: Service Plan Simulation

Lesson OverviewThis lesson introduces the Service Plan Simulation options which are helpful forplanning of resources like service technicians and service parts.


� Understand Service Plan Simulation� Simulate a Service Plan

Business Example

Service Plan Simulation

Figure 61: Service Plan and Forecast

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


CR700 Lesson: Service Plan Simulation

existing service plans, or only the service plans of a certain customer for a definedperiod. In addition, you can fix a time for the start of the simulation. For example,you can make a setting for all the service plans for the upcoming month to besimulated at the start of every month

Process of Service Plan Simulation can be describes as follows:

1. Enter parameters for forecast horizon2. Select all service contracts with service plan within this horizon3. The system creates virtual service orders to determine resources for search

service event date.4. View a list of dates and services orders containing the desired information

(resources, products, dates etc.)5. Transfer data to SAP NetWeaver BI

Service plan simulation can be executed by choosing Service Contracts→ Search→ Service Plan Simulation.

During the simulation, virtual service orders are created using existing serviceplans and their date rules. These virtual service orders are displayed in the listtogether with additional information, such as information about the requiredresources and products. The virtual service orders cannot be stored in SAP CRM,but they can be read and evaluated for business purposes without the data havingto be transferred to SAP NetWeaver Business Intelligence (SAP NetWeaver BI)first for analysis. If necessary, you can send the data forecast during the simulationto SAP NetWeaver BI to perform further, more detailed analyses, or to comparecurrent and planned service data. SAP supplies predefined queries for analyzingthe simulated data in SAP NetWeaver BI.



Figure 62: Forecasting: Process Steps in SAP CRM

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



Exercise 8: Creating a Service Plan

Exercise ObjectivesAfter completing this exercise, you will be able to:� Explain the concept of service plans� Create a service contract with a service plan item� Simulate a service plan

Business ExampleService plans help you to save costs incurred through unforeseen downtimes andincrease efficiency, for example, through improved and more comprehensibleplanning and more efficient scheduling of resources, such as employees ormaterials.

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

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

2. Which item category group is assigned to the product?

3. Which interval template is assigned to the service plan?

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

1. Which service plan type is used?

2. Which scheduling type for service interval is used?

3. How frequently will service orders be generated?

4. Which service order template (transaction template) is assigned?

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

1. Which products are assigned to the service order template?




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

1. Check the details of the transaction type SRVT.

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

1. Create a service contract of type Service Contract and enter the followingdata:

Description: ##Service PlanSold�to Party: ##Megastore

Add product SER_022 with quantity 1 and � as a sub�item � the productSPL_SERVER, also with quantity 1.

2. Which item category was determined for the service plan product?

3. Check the service plan data on item level.

4. Is an action scheduled for the service plan item?

5. Release the service contract and check the scheduled actions again.

Is there a scheduled action available?

6. Save your service contract.

7. Use the Action Monitor in SAP GUI to generate a follow�up service order.Select the scheduled action using the search criteria Application Key.

Hint: Enter your contract number with preceeding andsucceeding wildcard (�*�).

You could alse enter Action Profile SERVICEPLAN or ActionDefinition CREATE_SERVICEORDER

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

Have all the products from the transaction template been copied into theservice order?




Task 6:Perform a simulation of service plans.

1. How many service orders do you expect to be simulated when selectingyour service contract?

2. Start the service plan simulation and simulate service orders for your servicecontract.

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

3. Can you explain the outcome?



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

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


Choose Search→ Services.

Service ID: SPL_SERVER.

Choose Search.

2. Which item category group is assigned to the product?

a) Select the corresponding entry in the result list by clicking the link incolumn Service ID.

The item category group can be found in assignment block ServiceDetails. It is SPLA (Serv. Plan Products).

3. Which interval template is assigned to the service plan?

a) The Interval template can be found in assignment block ServiceDetails.

Interval template IDES_HT_1 is assigned.

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

1. Which service plan type is used?

a) SAP GUI:

SAP Menu→ Service→ Maintain Service Interval Templates.

The Service Plan Type is Time�Based

2. Which scheduling type for service interval is used?

a) The Scheduling Type is Cyclical




3. How frequently will service orders be generated?

a) Select the template line and double�click Service Interval in the dialogstructure on the left.

A service order will be generated every three months.

4. Which service order template (transaction template) is assigned?

a) Service Order Template (Transaction template) 200670

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

1. Which products are assigned to the service order template?


Choose Search→ Service Order Templates

Service OrderTemplate ID:

200670

Choose Search.

Select the corresponding item and click the link in column ServiceOrder Template ID.

The products can be found in assignment block Items. Two productsare assigned to the service order template: service produckt SRV1_4and service part R�1130.




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

1. Check the details of the transaction type SRVT.

a) Check the details of the transaction type SRVT (SAP Serv. Ord.Templ).

SAP Menu→ Architecture and Technology→ Configuration→Customizing


SAP Implementation Guide→ Customer Relationship Management→ Transactions→ Basic Settings→ Define Transaction Types.

Find and select entry SRVT.

Choose Details ( ).

In the General settings observe that the field Template Type is set toD (= Template for Transactions: CRM Online Without DocumentFlow).

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

1. Create a service contract of type Service Contract and enter the followingdata:

Description: ##Service PlanSold�to Party: ##Megastore




Add product SER_022 with quantity 1 and � as a sub�item � the productSPL_SERVER, also with quantity 1.



Choose Service Contract.

Description: ##Service PlanSold�To party: ##Megastore

Choose the assignment block Items.

Product ID: SER_022Quantity: 1

Choose ENTER.

Higher�Lev.Item:

100

Product: SPL_SERVERQuantity: 1

2. Which item category was determined for the service plan product?

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

3. Check the service plan data on item level.

a) Choose Actions→ Edit ( ) to navigate to the item details of theservice plan item.

Choose the assignment block Service Plan Item Details. Here you canfind the scheduling type and service plan type.

Choose assignment block Interval Details. Here you can find theinterval value and unit, as well as the template.

4. Is an action scheduled for the service plan item?

a) If necessary use Personalization in order to display the assignmentblock Scheduled Actions.

Choose button Schedule New Actions.

No, there is no action scheduled yet.




5. Release the service contract and check the scheduled actions again.

Is there a scheduled action available?

a) Choose Back.

Status: Release

Again go to the item details of the service plan item.

Now a scheduled action Planned Service is available.

6. Save your service contract.

a) Choose Back.

Choose Save.

7. Use the Action Monitor in SAP GUI to generate a follow�up service order.Select the scheduled action using the search criteria Application Key.

Hint: Enter your contract number with preceeding andsucceeding wildcard (�*�).

You could alse enter Action Profile SERVICEPLAN or ActionDefinition CREATE_SERVICEORDER

a) SAP Menu→ Service→ Action Monitor

ApplicationKey:

<* your contract number *>

ChooseExecute.

After a successful selection, mark the line corresponding to yourservice plan item.

Choose Process.

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




Have all the products from the transaction template been copied into theservice order?

a) Display the service contract header details.

Open the Assignment Block Transaction History.

A service order has successfully been generated and is displayed.

Have all the products from the transaction template been copied intothe service order?

Navigate to the service order.

Yes, all items have been copied into the service order.

Task 6:Perform a simulation of service plans.

1. How many service orders do you expect to be simulated when selectingyour service contract?

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

2. Start the service plan simulation and simulate service orders for your servicecontract.




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


Choose Search→ Service Plan Simulation.

Transaction ID: <your contract number>

Choose Search.

Select your contract and choose Simulation.

Simulation DateTo:

one year from today

TransactionType:

Service Process

Choose Simulation.

Alternative:

Choose your service contract and make sure that you are in displaymode, otherwise the simulation will not be possible.

Via the item number navigate to the item details of the service planproduct.

In assignment block Overview you can already see the first createdservice order.

Press button Simulation.

TargetTransactionType:

Service Process

Choose Simulate

3. Can you explain the outcome?

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



Lesson Summary

You should now be able to:� Understand Service Plan Simulation� Simulate a Service Plan


Unit Summary CR700

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


Unit 5Service Order Management

Unit OverviewThis unit introduces basic features of CRM service orders and follow-up andrelated functionality. Possible follow-up functions are the dispatching of servicetechnicians (resource planning), service confirmation processing as well as billingand controlling integration. At the end of this unit, different SAP ERP integrationaspects are explained.


� Understand the concept of CRM service orders� Explain basic and advanced functions of CRM service orders� Understand integration aspects of the CRM service order with SAP ERP� Understand the Resource Planning Application� Personalize the Resource Planning Application� Create Assignments within the Resource Planning Application� Understand the concept of CRM service confirmations� Explain basic functions of CRM service confirmations� Describe the integration aspects of CRM service confirmations with SAP

ERP� Create an amount allocation for services that have been performed.� Create billing documents for services that have been performed.� Describe the options for controlling integration.

Unit ContentsLesson: Service Order .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .151

Exercise 9: Service Order .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .173Lesson: Resource Planning ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .184

Exercise 10: Resource Planning .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .201Lesson: Service Confirmation .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .217

Exercise 11: Service Confirmation .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .233Lesson: Amount Allocation .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .240


Unit 5: Service Order Management CR700

Lesson: Service Billing ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .246Exercise 12: Billing ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .251

Lesson: Service Controlling Integration.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .258Exercise 13: Optional Exercise: ERP Integration .. . . . . . . . . . . . . . . . . . . . .265


CR700 Lesson: Service Order

Lesson: Service Order

Lesson OverviewThis lesson introduces the general features of service orders. After introducingthe basics in service order processing, some specific functions relevant in serviceorder processing will be explained in more detail.


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

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

Service Order Basics

Figure 63: Service Order in the WebClient UI

The above figure shows a CRM service order in the CRM WebClient UI.

A business role Service Professionial (SERVICEPRO), which allows to createdifferent service documents, is delivered with SAP standard customizing.



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

Figure 64: Structure of a Service Order

As with all other CRM documents, a service order consists of header and itemdata..

Each transaction type is assigned to a leading business transaction category.Service transaction is a business transaction category of its own.

The service process functions are controlled by a transaction type and itemcategories.

A service order can be created with reference to a service agreement or servicecontract.

Based on the main reference object that you have entered in the service order, youcan display a list of relevant products for the order items. This functionality iscalled Product Proposal.

Inheritance of reference objects from header to item level takes place automatically.

The multilevel categorization and the reference objects is inherited from theheader level to the item level. If a reference object or categorization is deleted atheader level, this reference object or categorization is also deleted at item level.If a reference object or categorization is changed at item level, the inheritancehistory is lost.



In the service order pricing takes place using the SAP CRM pricing functions. Youcan specify an accounting indicator in a service order item to determine differentprices for products, based on absolute or percentage discounts and surchargesfor services performed under warranty.

You can also use the accounting indicator in a service order item to determine thesettlement receiver of costs. For example, in the case that a service is covered by awarranty, you may want the quality management department to be the receiver,and in the case of a free-of-charge repair, you may want the sales department tobe the receiver instead of the executing cost center.

You can change the default assignment of amounts to bill-to parties and controllingcost objects. For more information, see Amount Allocation with SAP ERPIntegration. The amount allocation defined in the service order is not binding. Totrigger billing and the posting of costs and revenues according to your amountallocation settings, you need to create a billing request as a follow-up transactionto a service order and release the billing request.

You can either bill for the resources planned in a service order, or for the resourcesactually used and recorded in a service confirmation.

Actions can be used for output determination and for escalation management.

Caution: CRM service orders are not replicated/converted into ERPservice orders.

Figure 65: Service Product Item

Service processing is triggered by an item that contains a service product. Theservice product item describes a service. The item is used to document customerwishes (for example, with reference to dates) and contains planning-relevant data.



Planning-relevant data includes the service group that is responsible for theperformance of a service, dates, the number of persons necessary for the executionof a service, the estimated duration, quantity and, if required, the Relevant forresource planning indicator.

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

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

Figure 66: Service Part Item

Products of type Material can be loaded from SAP ERP to SAP CRM.

The technicians stock is represented by a

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

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

� SAP Customizing Implementation Guide → Integration with OthermySAP.com Components→ Customer Relationship Management→ Settingsfor Service Processing→ Logistics Integration→ Create and ChangeLogistics Scenario for Material Withdrawal.

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

� SAP Customizing Implementation Guide → Integration with OthermySAP.com Components→ Customer Relationship Management→ Settingsfor Service Processing→ Logistics Integration→ Set Purchasing DocumentTypes for CRM Logistics Integration.



Figure 67: Sales Product Item

A sales product item within a service order triggers the CRM Middlewareto transfer / create a sales order (item) in ERP. Logistics Execution processes(Delivery; Transfer Order; Goods Issue) are possible follow-up steps.

When creating a delivery, the system updates the CRM service order status andtransaction history (document flow).

The goods issue deletes the delivery demand and updates the CRM document.

The billing document can be created based on the service process data or thedelivery data (based on sales item quantity or delivered quantity).

Figure 68: Expense Item

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



Figure 69: Tool Item

You can enter tools for service orders and service confirmations in order to billthem to your customers and to determine and allocate internal costs. You canenter the number or the duration of use.

Tools are divided into the following tool categories:

� Individual tool: A tool that can be uniquely identified by a serial number oran ID. You enter individual tools as objects in SAP CRM. Individual toolsare tools that are valuable or difficult to procure. For example, if certaintypes of work can only be carried out using a specific lifting platform,you enter this tool as an individual tool, which means it can be identified.Examples: Hangar, measuring device, lifting platform

� Material tool: A tool that is only managed quantitatively and which cannotbe identified uniquely. You enter material tools as CRM Material products inSAP CRM. You use material tools if it does not matter which particular toolis used. Examples: Hammer, screwdriver

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



Figure 70: Service Order Templates

You use service order templates to define reusable sets of service-related data thatminimize the amount of time required to create a service transaction. A serviceorder template describes only the scope of planned services and not the actualexecution (customer and time frame).

Service Order Templates basically have the same characteristics as Service Orders.

You can create hierarchies of templates by referencing a template from withinanother template.

Depending on your Customizing settings, you can:

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

� Create a service order template on the basis of a service order, as a follow-uptransaction



Figure 71: Item Hierarchy

When you create a service order, you link the individual items to form a hierarchyby entering the number of the superior item in the field Higher-Level Item.As soon as you have maintained an higher-level item, an additional tab ItemHierarchy displays where the item hierarchy is represented graphically.

When values from sub-items are cumulated, this value is assigned to thehigher-level item:

Pricing conditions can either be duplicated in all assigned sub-items or applied tothe cumulated value of all assigned sub-items.

A BAdI is provided to enable customers to define specific rules regarding theculmination of values.

� You are able to define how the durations and quantities are to be cumulatedusing the BadI CRM_SERVICE_I_HIER_CUM.

� The standard delivery of SAP CRM includes the implementationCRM_SERVICE_I_CUM. This implementation defines that only thesub-item quantities of the very next level are cumulated. If these itemsthemselves have sub-items with quantities, these quantities are not cumulatedright up to the top level.

� The condition 0KUM is available for the culmination of pricing data. Forthis, the condition type must be entered in the calculation procedure and thecalculation procedure must be assigned to the sales organization.

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



Figure 72: Business Transaction Category: Header

Transaction types are defined in Customizing.

A transaction type defines the attributes and characteristics of a businesstransaction (for example, sales order, service request, visit) and the controllingattributes (for example, text determination procedure, partner determinationprocedure, status profile, organizational data profile). A transaction type controlshow a specific business transaction is processed. A transaction type is assigned toone or more business transaction categories (such as, sales, activity). The businesstransaction category specifies the business context in which a transaction type canbe used (for example, service, sales, activity). One business transaction categoryis the leading business transaction category. This category is simply a preferenceand is not related hierarchically to the other business transaction categories. Asales transaction with business activity data, for example, would be more likely tohave 'sales' as a leading business transaction category than 'business activity'.

Choose SAP Customizing Implementation Guide→ Customer RelationshipManagement→ Transactions→ Basic Settings→ Define Transaction Types



Figure 73: Business Transaction Category: Item

Item Categories are defined in Customizing.

An item category specifies the properties and attributes of a business transactionitem, and therefore controls how the item is processed.

Choose SAP Customizing Implementation Guide→ Customer RelationshipManagement→ Transactions→ Basic Settings→ Define Item Categories

Additional Service Order Functions

Figure 74: Categories, Reference Objects and Product Proposal



Multi-Level Categorization:

� Codes, catalogs and subject profiles have be maintained in Customizing(Basic Functions)

� Categories have to be maintained using the WebClient UI application ServiceOperations→ Create→ Categorization Schema

The usage of product proposals require that product relationships have beenmaintained.

� Standard relationship types �Services� and �Service Parts� are providedwithin product maintenance. As of SAP CRM 7.0 it is also possible to use arelationship type �Service Parts - ERP�. Service Parts - ERP represent Billof Material Information from SAP ERP.

Figure 75: Categories, Reference Objects and Product Proposals in theapplication

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



Figure 76: Multi-Level Categorization

Customizing of Subject Profiles

� SAP Implementation Guide→ Customer Relationship Management→ BasicFunctions→ Catalogs, Codes and Profiles→ Define Subject Profiles.

Assign Subject Profile to Transaction Type and/or Item Category

� Choose the Service Process details.

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

Figure 77: Counter Integration in Service Orders



Possible counter reading scenarios include:

� Recording service histories (for example, recording the mileage during thetechnical inspection of a car)

� Claiming services(for example, recording the number of times that a customer was in contactwith your consultancyteam during an implementation project)

� Recording energy consumption(for example, household gas or electricity readings)

� Assessing warranty claims based on consumption(for example, a car warranty is only valid for the first 30,000 miles)

� Scheduling service plans(for example, the next scheduled maintenance work should be scheduledafter 1000 operating hours).

Figure 78: Planned Costs in Service Orders

You can use this integration function to retrieve planned costs from SAP ERP forservices, service parts, tools, and sales products that have been replicated fromSAP ERP.

Hint: This function is supported as of SAP enhancement package 4 forSAP ERP 6.0.



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

Determinations and Checks

Figure 79: Determinations and Checks - Overview

Contract Determination

� Service Level Agreement (SLA) dates are determined on the basis of thecontract and overwrite standard response dates and times in the service order

� The object list in the service order shows which items are covered by thecontract.

Warranty Check

� Warranty data is displayed in the service order header or service order itemdetails.



Credit Limit Check

� When a Service Order with Service Items is created and then released andsaved, subsequent processes such as the creation of assignments in theResource Planning Tool are triggered.

� If a Credit Check is active, the setting of the Released status is prevented if:

� The manual or automatic credit check has not been performed� The result of the credit check is not OK

Figure 80: Qualification Requirement Determination

Service orders and service order items can contain qualification requirements

Qualification requirements are inherited by the service order items from theservice order header, and by sub-items from superior items. They can also bechanged manually by the user.

Qualification requirements can be assigned to the following:

� Sold-to Party� Ship-to Party / Service Recipient� Installed Base Header� Installed Base Component� Service Product� Objects.



Qualification Requirement determination is activated/controlled in Customizing:

� SAP Implementation Guide→ Customer Relationship Management→Workforce Deployment→ General Settings for Service Resource Planning→ Qualifications→ Define Parameters for Qualification Requirementsin Transaction.

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

Package Quotations

Figure 81: Package Quotation

You can use package quotations to sell packaged solutions to your customersby creating a quotation for combinations of different types of product (tangibleproducts, services, and contract items). These combinations of product aremodeled as product packages in your master data.

When packages are entered as items in a quotation, the default packagecomponents, that is main item and subitems, are displayed automatically. You candisplay the items in a hierarchy view. You can do the following, depending onhow the product package is configured: Choose between alternative packagecomponents within one group Select or deselect optional package components.

Once a quotation has been released and saved, follow-up transactions aregenerated automatically, based on the quotation status. To accept the wholequotation (or only parts of it), you set the status at header level to Released. If the



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

Customizing prerequisites

� The relevant transaction type contains the flag Package Explosion� Item categories of types BUS2000131 CRM Sales Item, BUS2000140 CRM

Service Product Item and BUS2000146 CRM Service Material Item containflag Package Explosion.

� Every item category that is used in the package quotation (item categorydetermination!) needs the setting Initially a Quotation, Quotation is copiedto subsequent document).

Caution: Without this prerequisite, it is not possible to create apackage quotation in the CRM Web Client UI using Service Orders→ Create→ Service Order Quotation

� An action profile similar to SERVICE_QUOTATION_PROD_PKG hasbeen assigned to the transaction type.

Caution: In the details of each action definition, a processingparameter has to be set accordingly (target transaction types).

� Copying Control for Transaction Types, Copying Control for Item Categoriesand Define Item Category Determination when Copying has been maintainedproperly.



Figure 82: Product Packages

A product package is a combination of different products that are sold as a whole.The package items can be tangible products, services, or contract items.

A package has a superordinate product that bundles the package components, andis typically composed of various relationships at different hierarchy levels.

Product packages are used to combine different products into a package that isdesigned to meet certain customer requirements. Using product packages providesthe following benefits:

Different products can be combined based on specified rules.Packages can contain optional components as well as alternative components.Products can be offered as whole, but processed in different follow-uptransactions (for example, contracts, sales orders, and service orders).Products can have special prices when offered within a package.

For the creation of product packages, a number of specific relationship types haveto be assigned to relevant product categories. The online help (CRM→ MasterData→ Product Packages contains detailed information how to set this up.



ERP Integration of Service Orders

Figure 83: ERP Integration of CRM Service Orders

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

Figure 84: Service Product Item - ERP Integration



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

� CRM: SAP Implementation Guide→ Customer Relationship Management→ Transactions→ Settings for Service Transactions→ Integration→ SetUp Time Sheet and Controlling Integration

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

� CRM: Customer Relationship Management → Master Data →Organizational Management→ Cross-System Assignment of OrganizationalUnits→ Assign Cost Centers to Service Organizational Units

� ERP: SAP Customizing Implementation Guide→ Integration with OthermySAP.com Components→ Customer Relationship Management→ Settingsfor Service Processing→ Controlling Integration

� ERP: SAP Customizing Implementation Guide→ Integration with OthermySAP.com Components→ Customer Relationship Management→ Settingsfor Service Processing→ Time Sheet Integration→ Define Derivation ofAttendance Type, Activity Type and Cost Element.

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

Figure 85: Service Part Item - ERP Integration



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

� CRM: SAP Implementation Guide→ Customer Relationship Management→ Transactions→ Settings for Service Transactions→ Integration→Logistics Integration→ Define Logistics Scenario for the Procurement ofMaterials and Services

� CRM: SAP Implementation Guide→ Customer Relationship Management→ Transactions→ Settings for Service Transactions→ Integration→Logistics Integration→ Assign Plant and Storage Location to ServiceOrganizational Units

� CRM: SAP Implementation Guide→ Customer Relationship Management→ Transactions→ Settings for Service Transactions→ Integration→Logistics Integration→ Business Add-Ins for Logistics Integration

� ERP: SAP Customizing Implementation Guide→ Integration with OthermySAP.com Components→ Customer Relationship Management→Settings for Service Processing→ Logistics Integration→ Set PurchasingDocument Types for CRM Logistics Integration.

Figure 86: Sales Product Item - ERP Integration

Customizing prerequisites for the successful transfer of CRM service order salesitems to ERP are:

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

same number as in CRM).



Figure 87: Expense Item - ERP Integration

You can assign appropriate Cost Elements in ERP Customizing:

� SAP Customizing Implementation Guide → Integration with OthermySAP.com Components→ Customer Relationship Management→ Settingsfor Service Processing→ Time Sheet Integration→ Define Derivation ofAttendance Type, Activity Type and Cost Element.



Exercise 9: Service Order

Exercise ObjectivesAfter completing this exercise, you will be able to:� Create a new transaction type for service orders� Maintain item category determination� Create and process a service order

Business ExampleYou make yourself familiar with service order management functions and createyou own transaction type for service orders.

You would like to use service and service part items only in your service order andcreate corresponding item category determination entries.

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

1. Create a new transaction type ZS## for Service Orders. Copy the existingentry ZSE1 (description Service Process) and enter the following data:

Hint: The standard transaction type for service orders is SRVO. Fortraining purposes you choose to copy ZSE1.

Transaction Type: ZS##Description (short): ##Service OrderDescription (long): ## Service Order

2. Since you would like to enter different kinds of products, maintain itemcategory determination for the newly created transaction type.

You would like to be able to enter standard service items (item categorygroup Service item [SRVO]), standard service part items (item categorygroup Service Material [SRVM]) and standard service part items assub�items to service items.

For training purposes you use a specific item category ZSRP for serviceitems as well as standard entry SRVM for service part items.

Maintain the following entries in item category determination:




Please be aware that a fourth � training specific � entry was added to thefollowing table!

TransactionType

ItemCategoryGroup

ItemCategoryUsage

Main ItemCategory

ItemCategory

ZS## Service item ZSRPZS## Service

MaterialSRVM

ZS## ServiceMaterial

ZSRP SRVM

ZS## Standarditem

SRVM

3. Analyze the item categories ZSRP and SRVM that will be used withinyour service orders.

a) What are the short descriptions of both item categories?

b) What are the item object types of those item categories?

c) What is the billing relevance of both item categories?

d) Which item category is resource planning relevant?

e) Which item category is confirmation relevant?

4. Since you created a new transaction type in CRM, it is necessary to replicateservice characteristics (Transaction Types) relevant to ERP controlling.Otherwise controlling integration is not working properly in the system.

Hint: SAP Implementation Guide→ Customer RelationshipManagement→ Transactions→ Settings for Service Transactions→ Integration→ Replicate Service Characteristics Relevant toControlling

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





Description: ##First Service OrderSold�to Party: ##MegastoreProduct (Service): SRV1_4Quantity: 2 AUProduct (ServicePart):

R-1130

Quantity: 1 PCProduct (ServicePart):

R-1140

Quantity: 1 PC

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

2. Check for resource planning - and confirmation relevance of the line items.

Hint: You have to switch from Show All Items to Service Itemsand Service Part Items in order to see more item specific details.

Also use personalization options!

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

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

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

6. Release all items, save the service order, note the number and create aSaved Search for it.

_________________



Solution 9: Service OrderTask 1:Create a new transaction type for service orders and adapt it so that it meetsyour requirements. After completing the necessary customizing steps, test younew transaction type.

1. Create a new transaction type ZS## for Service Orders. Copy the existingentry ZSE1 (description Service Process) and enter the following data:

Hint: The standard transaction type for service orders is SRVO. Fortraining purposes you choose to copy ZSE1.

Transaction Type: ZS##Description (short): ##Service OrderDescription (long): ## Service Order

a) SAP GUI:



SAP Implementation Guide→ Customer Relationship Management→ Transactions→ Basic Settings→ Define Transaction Types

Choose the button Position.

Transaction Type: ZSE1

Choose ENTER, mark the entry and choose Copy As.

TransactionType:

ZS##

Description(short):

## Service Order

Description(long):

## Service Order

Choose ENTER to start the copy process.

Confirm the pop�up and save the data.




2. Since you would like to enter different kinds of products, maintain itemcategory determination for the newly created transaction type.

You would like to be able to enter standard service items (item categorygroup Service item [SRVO]), standard service part items (item categorygroup Service Material [SRVM]) and standard service part items assub�items to service items.

For training purposes you use a specific item category ZSRP for serviceitems as well as standard entry SRVM for service part items.

Maintain the following entries in item category determination:

Please be aware that a fourth � training specific � entry was added to thefollowing table!

TransactionType

ItemCategoryGroup

ItemCategoryUsage

Main ItemCategory

ItemCategory

ZS## Service item ZSRPZS## Service

MaterialSRVM

ZS## ServiceMaterial

ZSRP SRVM

ZS## Standarditem

SRVM

a) SAP Implementation Guide→ Customer Relationship Management→ Transactions → Basic Settings → Define Item CategoryDetermination

Choose the button New Entries and enter the data given in the exercisetable one by one.

3. Analyze the item categories ZSRP and SRVM that will be used withinyour service orders.










SAP Implementation Guide→ Customer Relationship Management→ Transactions→ Basic Settings→ Define Item Categories

Choose Position.

Item Category: ZSRP

Mark the entry and choose Details.

Description(short):

Service w. res.plan

Repeat the steps for item category SRVM.

Description(short):

Service Mat. Item


Item Object Type(ZSRP):

CRM Service Product Item

Repeat the steps above for item category SRVM.

Item Object Type(SRVM):

CRM Service Material Item.


In the structure tree on the left double-click Assignment of BusinessTransaction Categories.

Choose Sales.

In the structure tree on the left double-click Customizing Item.

Both item categories are Not Relevant for Billing.


In the structure tree on the left double-click Assignment of BusinessTransaction Categories.


In the structure tree on the left double-click Customizing Item.




Only item category ZSRP is relevant for resource planning. Due to theItem Object Type CRM Service Material Item, item category SRVMdoes not offer this flag!


Both item categories are marked as confirmation relevant!

4. Since you created a new transaction type in CRM, it is necessary to replicateservice characteristics (Transaction Types) relevant to ERP controlling.Otherwise controlling integration is not working properly in the system.

Hint: SAP Implementation Guide→ Customer RelationshipManagement→ Transactions→ Settings for Service Transactions→ Integration→ Replicate Service Characteristics Relevant toControlling

a) Choose the IMG menu path mentioned above.

Mark Transaction Types and choose Execute.

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


Description: ##First Service OrderSold�to Party: ##MegastoreProduct (Service): SRV1_4Quantity: 2 AUProduct (ServicePart):

R-1130

Quantity: 1 PCProduct (ServicePart):

R-1140

Quantity: 1 PC




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

a) Log on to the CRM WebClient UI and choose Business Role ServiceProfessional.

Choose Service Orders.


Choose ## Service Order.

Description: ##First Service OrderSold�to Party: ##Megastore

Choose ENTER.

Choose Peter ##Finger as contact person.

In the Assignment Block Items create the following entries.

Product ID: SRV1_4Quantity: 2 (AU)Product ID: R-1130Quantity: 1 (PC)Product ID: R-1140Quantity: 1 (PC)

If a service contract is determined, assign the service order items to it.

Hint: Due to your item category determination settings andthe products entered (source of the item category group!), yourservice order ZS## properly determines item categories!

In the CRM WebClient UI only the descriptions (text) aredisplayed.




2. Check for resource planning - and confirmation relevance of the line items.

Hint: You have to switch from Show All Items to Service Itemsand Service Part Items in order to see more item specific details.

Also use personalization options!

a) Check for resource planning � and confirmation relevance of the lineitems.

Choose Show Service Items.

Choose the Personalization icon within the assignment block Items.

Make the fields Resource Planning Relevant and ConfirmationRelevant available in the list view.

This service item is both resource planning and confirmationrelevant.

Choose Show Service Part Items.

Choose the Personalization icon within the assignment block Items.

Make the field Confirmation Relevant available in the list view.

This service item is confirmation relevant only.

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

a) In the Assignment Block Items choose the button Copy from Template.

This button is available when you are in Edit mode.

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

a) Choose Show All Items or Show Service Items.

Navigate to the Item Details by choosing Action→ Edit.

Use Personalization Options and also display the assignment blockParties Involved.

Service Technician Group: Service US1 (Org Unit ID 50004983)




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

a) As long as item category determination is not maintained (tools usestandard item category and � group SRVT), tool items can not be addedto your newly created transaction type.

Hint: An indicator for not being able to add tool, expenseor sales items in your service order is the content of thedrop-down list box Show in the assignment block Items.

6. Release all items, save the service order, note the number and create aSaved Search for it.

_________________

a) Navigate to the Service Order Details.

Choose Status→ Released .

Choose Save. Note the number or copy it into the clipboard.

In the navigation bar choose Service Orders.

Choose Search→ Service Orders.

Service Order ID: <Your order ID>Save Search As: ##FirstOrder

Choose Save.



Lesson Summary

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



Lesson: Resource Planning

Lesson OverviewThis lesson introduces the Resource Planning Application which can be used todispatch service order based demands to service technicians (resources).


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

Business ExampleYou would like to optimize the processing of assignment (assign service orderitems to your service personnel and vice versa). Therefore you take a look into thestandard Resource Planning Application functionality of SAP CRM.

Figure 88: Resource Planning

You use service resource planning to execute either service order-based orproject-based scheduling, using a number of resources. In IMG activity SAPCustomizing Implementation Guide→ Customer Relationship Management→Workforce Deployment→ Service Resource Planning→ Basic Settings→ SpecifyDemand Types for Resource Planning you define which type of demand is used.

You can use service resource planning to comply with determined SLA dates,respond to critical situations, and improve resource utilization.

Companies can use service resource planning to schedule and monitor servicesrequested by a customer.


CR700 Lesson: Resource Planning

Data about service employee availability and assignments is stored in theWorkforce Management Core (WFM Core).

In addition, you can use the integration with the Human Capital Management(HCM) component to transfer time data for the individual service employees tothe WFM Core, so that the time data is available for resource planning.

Figure 89: Resource Planning Application

Resource planning functions are part of the standard Business Role of a ServiceProfessional (SERVICEPRO).

Users in the role of a service resource planner schedule and dispatch order-baseddemands.

Functions include support of flexible resource and demand searches, ability to findthe most suitable resource for a selected demand.



Figure 90: Resource Planning Application - Settings

The resource planning application can be personalized by the user.

� Resource View

� Gantt Chart� Weekly View

� View Mode: assigned / available, remaining, Customer,� Gantt Settings

� Horizon: How far in the future can the resource planner scroll inGantt-View?

� Smart Assignments: Use of default duration when creating assignmentsdirectly in Gantt Chart.

� Defaults

� Default Resource Search� Default Demand Search� Default Resource View� Default Scheduling Strategy together with Demand Status, e.g. not

staffed� Default Assignment Appearance.



Figure 91: Resources

Resources can directly be created via CRM WebClient UI (Employee or ServiceProviders).

If you are integrated with SAP ERP HCM, all information about the hiring, basicavailability, and qualifications of the employee is stored in SAP ERP HCM, andaccessed using service resource planning. If not, the information about availabilityand qualifications is stored in employee maintenance. When you add servicearrangements using the user interface, the system updates resource planning withthe information for the relevant employee.

The Service Arrangement Assignment Block contains most important resourceplanning relevant information:

� Availability: The days and times when the employee can be scheduled tomeet a demand. The availability times can be entered manually or via apredefined template.

� Location: Address of the individual employee or of the organization towhich the employee belongs to.

� Service Area: You use this to define the resources service area. A servicearea is a smaller grouping of locations beyond the organizational structureidentified as being available for resources to service. Resources can beassigned to both a first-line area of service (Primary Service Area) and asecondary area of service (Alternative Service Area). Example: ZIP Code

� Job Function: Defines where the resource can be scheduled. Job functionsmight have further granularity based on a level.

� Qualification: The employees qualifications and the proficiency level foreach qualification.



You can define overtime limit profiles and capacity limit profiles for employees.The system performs assignment checks for overtime limits or capacity limits,when you create or change assignments. Depending on the assignment checks,you might see warning messages or error messages that specify the error condition.

To configure resource specific settings choose in customizing SAP CustomizingImplementation Guide→ Customer Relationship Management→ WorkforceDeployment→ WFD Server→ Business Settings for WFD Server→ ResourceSettings

Figure 92: Service Arrangement

Availability Templates:

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

Service Area

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

Job Function

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

Qualification



Figure 93: Resource Overviews

Weekly View:

� A resource list where each day of the week is a column with a row foreach resource. You can choose from a series of data display options foreach days cell data.

� Cell content data types are Assigned / available; remaining; Customer(name); Demand; Location.

You can adapt and enhance the data in the columns and cells that are displayedin the weekly view. You do this in Customizing for Customer RelationshipManagement, at Workforce Deployment→ Service Resource Planning→ BasicSettings→ Business Add-Ins (BAdIs)→ Business Add-In: Resource List Display

Gantt View:

� The view provides a graphic representation of resources and theirassignments, time allocations and overall availability within the selectedperiod.



Figure 94: Resource Searches

There are different options to do a resource search:

� Manual Search: The search function allows you to locate resources usinga combination of one or more selection criteria. Each of these selectioncriteria could contain one or more values. Based upon the selection criteriaspecified, a list of resources fulfilling all the required selection criteria isgenerated and displayed in the resource list.

� Saved Searches: You can save search queries for the resource search, andaccess them again using Saved Searches in the Resources assignment block.In Settings, you can store a default search query for the resource search.For example, you can set up the system so that it automatically searchesfor the team for which you are responsible, when you access the resourceplanning application.

� Propose Resource functionality: Once you have performed a demand search,you use the resource planning application to determine the resources thatare most suitable for the demand.

The system uses the demand window and the estimated duration of thedemand item to identify potential matches with resource availability. Thematch is represented by a corresponding percentage in the resource result list.The demand window is derived from the earliest start date and the latest enddate of the possible date types that are valid for this demand. The proficiencyof the qualification (Proficiency dropdown list in the resource search) mustbe between the minimum and maximum proficiency of the qualificationrequirement. Once the system has determined resources, it ranks them inthe resource list, using find and rank processing.



Figure 95: Service Order Demands

Service order items can provide demands for the resource planning application(RPA). The following information explains how you can integrate the planning ofservice order items in the RPA.

In terms of service transaction items, you must ensure the following:

The item object type must be Service Transaction Item (BUS2000140).The transaction item must be flagged as relevant for resource planning.You can set this flag as a default value, in Customizing for the transactionitem category.The transaction item must be released.



Prerequisites in Customizing:

� Define Demand types, e.g. Service Order Demand (optionally: ProjectRole Demand)

� SAP Implementation Guide→ Customer Relationship Management→Workforce Deployment→ Service Resource Planning→ Basic Settings→ Specify Demand Types for Resource Planning.

� Define a Dispatcher, e.g. BUILTIN DISPATCHER

� SAP Implementation Guide→ Customer Relationship Management→ Workforce Deployment→ WFD Server→ Dispatcher Settings→Switch between liveCache and Built-In Dispatcher.

� Define a Scheduling Engine, e.g. WFDS (RPA in CRM) orCRM_SRV_SDL_RFC RFC (external scheduling engine)

� SAP Implementation Guide→ Customer Relationship Management→ Workforce Deployment→ General Settings for Service ResourcePlanning→ Business Add-Ins (BAdIs)→ Select Scheduling Engine.

� You can define which date types are relevant for the service order items inthe resource planning application.

In Customizing choose SAP Customizing Implementation Guide→ CustomerRelationship Management→ Workforce Deployment→ Service ResourcePlanning→ Service Order Based Demands→ Define Date Types.

Figure 96: Demand Searches



There are different options to do a demand search:

� Manual Search: The search function allows you to locate demands usinga combination of one or more selection criteria. Each of these selectioncriteria could contain one or more values. Based upon the selection criteriaspecified, a list of demands fulfilling all the required selection criteria isgenerated and displayed in the demand list.

� Saved Searches: You can save search queries for the demand search, andaccess them again using Saved Searches. In Settings, you can store a defaultsearch query for the demand search. For example, you can set up thesystem so that it automatically searches for demands for which your team isresponsible, when you access the resource planning application.

� Propose Demand functionality: You have selected a resource in theresource view, and chosen Propose Demands. The system uses thedemand window and the estimated duration of the demand item to identifypotential matches with resource availability. The match is represented by acorresponding percentage in the demand result list. The demand window isderived from the earliest start date and the latest end date of the possible datetypes that are valid for this demand.

Figure 97: Assignments

An assignment is a relationship between a demand and a resource that results inmeasurable work.

When selecting a hyperlink in the list of the resources the correspondingassignments will be displayed.

Depending on the personalized (default) settings either the List or the Form Viewis called.



Assignments can have the following assignment types:

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

Figure 98: Assignment Processing Options

There are several ways to create an Assignment

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

For service demands, you can use the function Resolve Assignment Conflictsin the Resources assignment block, to automatically resolve assignment conflictsthat have resulted from a change to the extraordinary availability of a resource.Changes to extraordinary availability can involve the absence of an employeedue to illness, for example. Using this function, the affected assignments areautomatically deleted, and the demands are newly scheduled.

You can use a report to automatically change assignment statuses for servicedemands. You do this in Customizing for Customer Relationship Management,by choosing Workforce Deployment→ General Settings for Service ResourcePlanning→ Assignments→ Define Assignment Status Change



You can access the report Change Assignment Status in Customizing forCustomer Relationship Management, by choosing Workforce Deployment→General Settings for Service Resource Planning→ Assignments→ ChangeAssignment Status. You can manually execute the report, or schedule it as abackground job.

The status that is set in Customizing for Customer Relationship Managementunder Define Assignment Status Change causes notifications to be automaticallysent to the relevant resources.

Additional Features

Figure 99: Assignments - Technician Self Service

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



Figure 100: Appointment Scheduling

Appointment scheduling enables you to arrange a time with your customer, atwhich a service employee will arrive at his or her premises to carry out a requiredservice. Appointment scheduling is carried out at item level.

Appointment scheduling is available for the following applications:

Service order and in-house repair order (standard business transactions in theWebClient UI)Service order (IC-specific)E-service

You call appointment scheduling at item level, under Appointments.

Customizing of Appointment Scheduling:

� You have set up appointment scheduling. You do this in Customizing forCustomer Relationship Management, by choosing Workforce Deployment→General Settings for Service Resource Planning→ Appointment Scheduling.

� You have defined appointment interval groups. You do this in Customizingfor Customer Relationship Management, by choosingWorkforce Deployment→WFD Server→ Business Settings for WFD Server→ Define AppointmentInterval Groups .



Figure 101: Qualifications

Qualifications and Catalogs are maintained in Customizing:

� SAP Implementation Guide→ Customer Relationship Management→Workforce Deployment→ Service Resource Planning→ QualificationManagement→ Maintain Scales.

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

Qualification

� SAP Customizing Implementation Guide → Customer RelationshipManagement→ Workforce Deployment→ General Settings for ServiceResource Planning→ Qualifications→ Define Parameters for QualificationRequirements in Transaction .

� SAP Customizing Implementation Guide → Customer RelationshipManagement→ Workforce Deployment→ General Settings for ServiceResource Planning→ Qualifications→ Define Parameters for QualificationRequirements for Item Category

Example:The service item Domestic Rewiring has the qualification requirement NICEICCertified, meaning that it must be performed by a field service employee who isan electrician approved by the NICEIC (National Inspection Council for ElectricalInstallation Council).



Figure 102: SAP HCM Integration

Figure 103: Resource Planning System Landscape

The Workforce Deployment Server (WFD) is part of the Workforce Management(WFM) Add-on 200.

It is possible to use external scheduling engines for resource planning of CRMservice order items.

� SAP Customizing Implementation Guide→ Customer RelationshipManagement→ Workforce Deployment→ General Settings for ServiceResource Planning→ Scheduling Engine→ Notes for the Integration ofCRM/Scheduling Engine/HR .



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



Exercise 10: Resource Planning

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

Business ExampleThe Resource Planning Application (RPA) allows a resource planner to assign theservice technician(s) to the service tasks. It offers several functions to optimizeassignment processing and allows the resource planner to monitor the assignmentstatus.

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

1. In the WebClient UI (work center Resource Planning) find the employeeLou Windham, open the details and take note of the Assignment BlockService Arrangements. Use the hyperlink of the arrangement name LouWindham / Denver CO 80210 in order to get to the details of it.

What are the availability times of Lou Windham?

What are the details behind Service Area US Colorado? Service Areasare defined in Customizing.




2. Where in Customizing are Availability Templates defined?

Hint: An availability template consists of one or more availabilityrules. Each rule is a periodic occurrence of some availability type,such as working schedules, fixed breaks, etc. These templates maybe assigned to any service arrangement for a specified time period.Assigning an availability template to a service arrangement definesits availability for the specified time period.

When you change an availability template that is already inuse by an existing service arrangement, those changes aretransported to the productive system. On the import process, thereport WFDBP_SYNCHRONIZE_TEMPLATE is triggered inbackground for each effected template. If you update an availabilitytemplate in the same system in which it is used by existingservice arrangements, then you must manually execute the reportWFDBP_SYNCHRONIZE_TEMPLATE to propagate the changesto the existing service arrangements.

3. What are the qualifications of Lou Windham?

Task 2:Call the Resource Planning Application (RPA) and make yourself familiar withit. Before you start to use this application, you would like to personalize generalsettings.

1. Use the button Settings within the Resource Planning Overview and ifnecessary set the time zone to CET. Make Monday the first day of the week.

Choose the Gantt Chart as default resource view and Daily as defaultview mode.

Save your settings.

2. Create two Saved Searches for the Resources and the Service Demands.

a) Show the Search Fields and list all Resources that belong to organizationUS Service Employee Group 1.

Save this search as Team1_R## and hide the search fields.

b) Show the Search Fields and list all Demands that belong to organizationunit US Service Employee Group 1.

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

3. Assign both Saved Searches as defaults in the general settings and list bothresources and demands with the newly created search variants.




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

1. Create a service order of type Service Process and enter the followinginformation:

Description: ##RPA 1Sold-To Party: ##MegastoreProduct ID: SRV1_4Quantity: 2

In the item details change the date information and enter:

Requested Start: Tomorrow 10:00Requested End: Tomorrow 12:00

2. Start the Resource Planning Application and in the list of demands find theservice order you created in the preceding exercise.

In the resource list mark Lou Windham and in the list of demands mark yourservice order (Demand ID).

In the Assignment Block Assignments use the button Create to create anassignment.

What is the Start and End Time of this assignment? Can you explain thosetimes?

Without changing anything apply the information. Leave the WebClientUI session open.

Optionally you can notify the service representative via e�mail. Overwritethe default e�mail address and enter crm�##[email protected].

This e�mail will appear in the Business Workplace (SAP GUI) of userCRM�##.

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

4. Go back to the service order header and copy the service order. Beforesaving change the following:

Description: ##RPA 2





Requested Start: Next Tuesday 14:00Requested End: Next Tuesday 17:00

Release the service order and save it.

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

6. Go back to the service order header and copy one of the two service ordersyou created. Before saving change the following:

Description: ##RPA 3Item category: Auto Assign


Requested Start: Next Wednesday 15:00Requested End: Next Tuesday 17:00


Go to the item details and check if an assignment has been createdautomatically.

Hint: SAP Implementation Guide→ Customer RelationshipManagement→ Workforce Deployment→ General Settings forService Resource Planning→ Scheduling Engine→ Schedule ItemsAutomatically

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



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

1. In the WebClient UI (work center Resource Planning) find the employeeLou Windham, open the details and take note of the Assignment BlockService Arrangements. Use the hyperlink of the arrangement name LouWindham / Denver CO 80210 in order to get to the details of it.



a) Choose Resource Planning.

Choose Search→ Employees.

Last Name: Windham

Choose Search.

Use the hyperlinkWindham to find employee details.


In the Assignment Block Service Arrangements use the hyperlinkLou Windham / Denver CO 80210 to find resource planning relevantdetails.

In the Assignment Block Availability you can see that Lou Windham isworking from Monday to Friday 08:00 until 17:00.


Service areas are defined by the combination of postal code(s) andcountry. You can identify a range of postal codes, a list of postalcodes, or use a single postal code. This information can be used inresource planning when the dispatcher is looking for a resource nearthe customer (or near the object).

The definition of service areas takes place in Customizing:

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




2. Where in Customizing are Availability Templates defined?

Hint: An availability template consists of one or more availabilityrules. Each rule is a periodic occurrence of some availability type,such as working schedules, fixed breaks, etc. These templates maybe assigned to any service arrangement for a specified time period.Assigning an availability template to a service arrangement definesits availability for the specified time period.

When you change an availability template that is already inuse by an existing service arrangement, those changes aretransported to the productive system. On the import process, thereport WFDBP_SYNCHRONIZE_TEMPLATE is triggered inbackground for each effected template. If you update an availabilitytemplate in the same system in which it is used by existingservice arrangements, then you must manually execute the reportWFDBP_SYNCHRONIZE_TEMPLATE to propagate the changesto the existing service arrangements.

a) SAP Implementation Guide→ Customer Relationship Management→ Workforce Deployment→ WFD Server→ Business Settings forWFD Server→ Resource Settings→ Define Availability Templates

E.g. choose template STANDARD and check Rule Maintenancedetails.

3. What are the qualifications of Lou Windham?

a) Lou Windham has very good knowledge ofMicrosoft XP and Unix.

Task 2:Call the Resource Planning Application (RPA) and make yourself familiar withit. Before you start to use this application, you would like to personalize generalsettings.

1. Use the button Settings within the Resource Planning Overview and ifnecessary set the time zone to CET. Make Monday the first day of the week.





Save your settings.

a) Use the button Settings within the Resource Planning Overview andif necessary set the time zone to CET. Make Monday the first day ofthe week.

Choose Resource Planning.

Choose Search→ Resource Planning.

Choose the button Settings.

Time Zone: CETWeek Starts: Monday


In the area Defaults choose

Resource View: Gantt ChartView Mode: Daily

Save your settings.

Hint: The resources are still displayed in Weekly View sincethe default settings will take effect the next time the ResourcePlanning Application is called.

If you would like to change the resource view immediatelychoose the same settings in the Visualization area.

2. Create two Saved Searches for the Resources and the Service Demands.

a) Show the Search Fields and list all Resources that belong to organizationUS Service Employee Group 1.

Save this search as Team1_R## and hide the search fields.

b) Show the Search Fields and list all Demands that belong to organizationunit US Service Employee Group 1.




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

a) In the Assignment Block Resources choose the hyperlink ShowSearch Fields.

Add the search criteria Organization.

Using the Input Help search for

Object name: *group 1

Select the entry US Service Employee Group 1 (50004983).

Save Search As: Team1_R## and hide the search fields.

b) In the Assignment Block Service Demands choose the hyperlinkShow Search Fields.

Add the search criteria Organization.

Using the Input Help search for

Object name: *group 1

Select the entry US Service Employee Group 1 (50004983).

Save Search As: Team1_D##

3. Assign both Saved Searches as defaults in the general settings and list bothresources and demands with the newly created search variants.

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

Choose Settings.

In the area Defaults assign both Saved Searches accordingly.

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

1. Create a service order of type Service Process and enter the followinginformation:




Description: ##RPA 1Sold-To Party: ##MegastoreProduct ID: SRV1_4Quantity: 2



a) Create a service order of type Service Process and enter the followinginformation:

Choose Service Orders.

Choose Create→ Service Order

Choose Transaction Type Description Service Process.

Description: ##RPA 1Sold�To Party: ##Megastore

ChooseMr. Peter ##Finger as Contact Person.

Product ID: SRV1_4Quantity: 2


In the Assignment Block Items choose Actions→ Edit.


Choose the button Back.

Release and save the service order.

Change the Status to Released.

Choose Save.

2. Start the Resource Planning Application and in the list of demands find theservice order you created in the preceding exercise.




In the resource list mark Lou Windham and in the list of demands mark yourservice order (Demand ID).

In the Assignment Block Assignments use the button Create to create anassignment.

What is the Start and End Time of this assignment? Can you explain thosetimes?

Without changing anything apply the information. Leave the WebClientUI session open.

Optionally you can notify the service representative via e�mail. Overwritethe default e�mail address and enter crm�##[email protected].





a) In the resource list mark Lou Windham and in the list of demandsmark your service order (Demand ID).

The Start Time is tomorrow 10:00 as specified in the service order itemdetails. Since the service product SRV1_4 has default duration of 30minutes and since the service order quantity was set to two, the durationof 60 minutes leads to an End Time of 11:00.

Hint: In Customizing you define a time range in which anassignment can be created for a service order item

SAP Implementation Guide→ Customer RelationshipManagement→Workforce Deployment→ Service ResourcePlanning→ Service Order Based Demands→ Define ServiceProfiles for Scheduling

Choose the default profile id and observe the demand windows.

If necessary scroll to the right in order to see Priorities.

In this case Date From SRV_CUST_BEG and Date ToSRV_CUST_END are relevant (see date profile of itemcategory!)

Without changing anything apply the information.

Choose button Apply. Leave the WebClient UI session open!

Optionally you can notify the service representative viae�mail. Overwrite the default e�mail address and entercrm�##[email protected].

In the Assignment Block Assignments Choose Action→ NotifyResource.

Address: crm�##[email protected].

Choose Send.


In SAP GUI Easy Access Menu choose SAP Business Workplace.

Choose Inbox and check the latest information.




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

a) From the Assignment Block Service Demands navigate to yourservice order.

Choose the item number hyperlink in the assignment block Items.

You will find assignment details when opening assignment blockAssignments.

4. Go back to the service order header and copy the service order. Beforesaving change the following:





a) From the item details of your first service order, choose Back.

Choose Copy.

Choose Contact PersonMr. Peter ##Finger.


Choose Actions→ Edit.


Choose Back

ChooseStatus→ Released.

Choose Save.




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

a) In the Resource Planning Application find your second service orderand use the Propose Resource button. Create an assignment for LouWindham. Observe the Start and End date/time of the proposal.

Choose Resource Planning.

Choose Search→ Resource Planning.

Find and mark your second service order (Demand ID).

Choose button Propose Resources.

Observe that Start Date, End Date, the minimum availability and thequalification requirement are defaulted (from the service order item)and that Lou Windham is a possible resource.

Mark Lou Windham.

In the assignment block Assignments choose Create and after observingdetailed information choose Apply.

Choose Back to leave the Proposal List for Resources and to go backto the Resource Planning Overview.

6. Go back to the service order header and copy one of the two service ordersyou created. Before saving change the following:









Hint: SAP Implementation Guide→ Customer RelationshipManagement→ Workforce Deployment→ General Settings forService Resource Planning→ Scheduling Engine→ Schedule ItemsAutomatically

a) Choose Copy.







Yes, an assignment was automatically created.

Hint: SAP Implementation Guide→ Customer RelationshipManagement→Workforce Deployment→ General Settingsfor Service Resource Planning→ Assignments→ ScheduleItems Automatically

Item Category ZAAP (Auto Assign) is using schedulingstrategy DEFAULT.




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

a) Choose Resource Planning→ Search→ Assignments

Time Frame: Next Week

Service Arrangement: Lou Windham*

Choose Search.

In the result list mark resource Lou Winham.

Choose button Assignments.

Hint: You could also choose button Time Allocations forexample to create a sick leave entry but since everyone in classuses Lou Windham, please do not maintain anything.

You should see all of Lou Windham's assignments in the next week.

Hint: It is possible to change assignment data like status ordate information. Therefore you would choose Edit List.



Lesson Summary

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


CR700 Lesson: Service Confirmation

Lesson: Service Confirmation

Lesson OverviewThis lesson introduces the CRM service confirmation. Both basic features as wellas important ERP integration aspects are explained in detail.


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

ERP

Business ExampleAfter having performed an on-site service, technicians would like to confirmservices, service parts and other items. Therefore service confirmation documentsare created in SAP CRM. You would like to better understand features of serviceconfirmation and especially understand integration options with SAP ERP.

Service Confirmation Basics

Figure 104: Structure of a Service Confirmation



A service confirmation is a business transaction used to enter the actual workperformed and materials consumed within the context of a service process.

You can use service confirmations to enter working times (including travel timeand overtime), distance traveled, service products, and spare parts.

When creating the service confirmation as a follow-up document, the systemautomatically proposes the planned items for selection. Items that you selectare copied to the service confirmation document. Prices, reference objects, andsubjects, as well as conditions and working times for assignments are defaultedfrom the product master data of the items into the order.

Prior to submitting a confirmation, you can add or correct data, or create newitems for services, service parts, expenses, or tools that were not originallyplanned in the order.

You can create multiple confirmations for an order, for example, if you arerequired to make confirmations on a daily basis but require more than a day tocomplete an assignment. If multiple service representatives are working on anassignment, they can also confirm individually.

If an installed base is assigned to the confirmation, you can go to the installed baseand update it. For example, you could update the installed base if an installedobject is to be replaced by another object while the original is repaired. Thisfunctionality utilizes action processing within service orders. The standard actionprofile for service orders contain an appropriate action.

Except from sales items all other types of items can be maintained within a serviceconfirmation.

There is no connection to ERP travel management.

Figure 105: Confirmation - Service Item

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



It is possible to include installation information using the assignment blockReference Objects.

From the service confirmation it is possible to automatically trigger thewarranty start (of an Object).

Figure 106: Confirmation - Service Part

Service part items can be used to confirm consumed parts (spare parts).

You can enter serial numbers for service parts in service confirmations and updateinventory management in SAP Enterprise Resource Planning (SAP ERP). Thesystem validates the serial numbers that you enter.

The field Serial No. Processing within a product master indicates whether serialnumbers are relevant for a certain product, and how a serial number created in adocument should be validated.

Caution: The set type CRM_SERIALNUM has to be assigned to anappropriate product category. Without this assignment, the Serial No.Processing field is not ready for input.

In standard the field Serial No. Processing is a hidden field. Use UI Configurationto display this field in the CRM WebClient UI application.

There are different serial number validation options available:

0 � Default value1 � Entries possible, but no check against master data2 � Check object in CRM3 � Check object and serial number in CRM4 � Check for serial number in SAP ERP



For service parts in service confirmations in the CRM WebClient UI, you canenter serial numbers manually. In the general data for the service part item, theSerial Number field is available for this purpose. If the quantity you entered for aservice part is greater than one, you can enter other serial numbers in the ReferenceObjects assignment block by using Edit List.

You maintain the serial numbers exclusively in SAP ERP.

Figure 107: Confirmation - Expense Item

Figure 108: Confirmation - Tool Item

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



Figure 109: Service Confirmations with Service Process

You can create service confirmations with reference to service processes to enterthe actual times and spare parts required for the completion of a service process.

Prerequisites: The service process has the status Released. You have madethe settings necessary for copying control and have entered the date typeSRVC_ACTUAL (start of work/end of work) in the date profile.

Procedure: Open the service process for which you want to enter a confirmationand generate a confirmation by creating a follow-up document. The confirmationscreen appears. All service process items (service products and spare parts) thatcan be confirmed are offered for selection. If resource planning assignments existfor a service process, you are offered the relevant assignments for confirmationinstead of service product items. If necessary, change the actual quantities andtransfer the service or spare part items to the confirmation. Create any additionalitems in the confirmation that were not part of the service process. If required,enter the Service Type and Valuation Type for the confirmed services. You usethese types to differentiate between services for billing and controlling purposes.Enter the damage code and/or cause. Set the status Completed and save theconfirmation.



Figure 110: Item Hierarchy and Confirmation

You are able to freely select the items and sub-items that you want to confirm.When doing this, if you choose items that are linked directly to one another(for example, Item 6 and Item 7), the hierarchy structure is shown in the ItemHierarchy tab of the confirmation.

Item 2 and Item 4 are not directly linked to one another and therefore, display asindependent items in the confirmation because the item that links them together(Item 3) is not relevant for confirmation.

Item hierarchies are used to show, for example, that certain spare parts belong to aservice or that a service consists of several individual services

The system cumulates pricing data, duration and quantity in the higher-level item.



Figure 111: Service Confirmations without Service Process

Using service confirmations without service process, a service employee canperform a service for which there is no existing service process and enter thisservice so that billing and all other subsequent processes are triggered.

Example: A customer asks a service employee, who is on site due to anotherorder, to perform a repair. Because the device failed only an hour ago andtherefore, the customer has not yet reported the problem, there is no existingservice process from which the confirmation can occur. In this case, the serviceemployee can perform the repair and subsequently create a confirmation. In thisway, the working time and spare parts required for the repair can be invoiced tothe customer.

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



Follow-up Processing

Figure 112: Automatic Warranty Start

From the service confirmation it is possible to automatically trigger thewarranty start (of an Object).

In the service confirmation at item level, the service employee enters, among otherthings, the date with Date Type Installed On, and one or more reference objectsthat he or she marks as installed. After the service employee changes the status ofthe confirmation to Completed and saves the confirmation, the system createsa warranty for each reference object.

Prerequisites for triggering the automatic warranty start:

� In the assignment block Reference Objects on service confirmation itemlevel either an object component or object is entered. In addition the fieldInstallation/Dismantle is personalized and maintained with valueInstallationPart.

� The reference product contains valid warranty information.� The object does not contain a warranty.

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



Figure 113: Time and Material Confirmation Items

Service product item: contains a product of the type Service. If the serviceproduct item contains a time duration, time data is created in the Cross ApplicationTime Sheet (CATS).

Service part item contains a product of the type Material, which has been takenfrom the technicians stock. With completion of the service confirmation, a goodsreceipt can be created in ERP.

Expense Item contains a product from the typeMaterial. You have to perform thefollowing step in order to get the expense item costs on the controlling object

� Set up mapping for expense item category and cost element in the CRMspecific part of the ERP IMG:

� SAP Customizing Implementation Guide → Integration with OthermySAP.com Components→ Customer Relationship Management→ Settingsfor Service Processing→ Time Sheet Integration→ Define Derivation ofAttendance Type, Activity Type and Cost Element



Figure 114: Follow-up Actions from Service Confirmations

When you create a confirmation with reference to a service process withassignments, working time is copied from these assignments to the confirmationdocument. When you confirm assignments, their status is automatically changedto Completed in the resource planning application.

CRM Confirmation items can be pricing - and billing-relevant.

When using the standard billing-relevance Transaction-Related Billing AfterCompletion, the billing due list is updated once

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



ERP Integration of Service Confirmations

Figure 115: Service Product Item - ERP Integration

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

� SAP Customizing Implementation Guide → Integration with OthermySAP.com Components→ Customer Relationship Management→ Settingsfor Service Processing→ Time Sheet Integration→ Assign Data EntryProfile.

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


� CRM Item Category, Service Type and Valuation Type can be used to derivedifferent activity types.

� Replicate CRM information like item categories, service types etc. to ERPusing the following customizing path in CRM:

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

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



Figure 116: Service Part Item - ERP Integration

A documentation containing necessary information how to set up LogisticsIntegration can be found in CRM customizing: SAP Implementation Guide→Customer Relationship Management→ Transactions→ Settings for ServiceTransactions→ Integration→ Logistics Integration→ Description of LogisticsIntegration.

Depending on transaction type (of service confirmation), item category andrelevant service organization a logistics scenario is determined: SAP CustomizingImplementation Guide→ Integration with Other mySAP.com Components→ Customer Relationship Management→ Settings for Service Processing→ Logistics Integration Create and Change Logistics Scenario for MaterialWithdrawal

For example the relevant plant / storage location can be assigned in CRMcustomizing: SAP Implementation Guide→ Customer Relationship Management→ Transactions→ Settings for Service Transactions→ Integration→ LogisticsIntegration→ Assign Plant and Storage Location to Service Organizational Units.



Figure 117: Expense Item - ERP Integration

A condition / price information maintained in the service confirmation istransferred as Actual Costs to ERP Controlling.

A Cost Element (e.g. 459000) can be assigned in ERP Customizing:


Figure 118: Follow-Up Processing: CATS



When distributing relevant confirmation data, integration with aCross-Application Time Sheet (CATS) is required. CATS enables standardized,cross-application recording of employee working times.

Entries are created in the CATS database. The entry contains the informationabout the CO object, the activity type, the attendance type, the time, the personalID, and so on.

When recording the confirmation in the CATS, the system uses the attendancetype and the absence type from this data entry profile and the activity type fromthe personal master record.

The SAP Human Resources is updated with the report CAT6. Confirmed workingtimes are used as the basis for the payroll.

Controlling is updated with the report CAT7.

The actual costs are calculated based on the corresponding activity type and theperforming cost center.

Requirements:

� A personal master record for each service employee is required (replicationof SAP ECC / SAP R/3 master data into SAP CRM).

� The CATS data entry profile is required for the CRM system.� CATS supports only entries for single days (including night shifts). The

difference between the start and end of work in the confirmation, therefore,cannot be more than 24 hours.

Figure 119: Expense Confirmation: CO Reposting



The Service Technician reports an expense (e.g. hotel receipt) and is compensatedthrough his cost center.

A CO Reposting from Cost Center to CO Object (e.g. internal order) takes placeautomatically.

The relevant cost center is derived of HR master data (personnel number) in ERP.



Exercise 11: Service Confirmation

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

Business ExampleService technicians create service confirmations as follow-up documents toservice orders in order to report actual duration of service tasks, the usage of spareparts and possible expenses.

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

1. In Customizing maintain copying control for transaction types and create anew entry. It should be possible for your new service order transaction typeZS## to create a follow�up Service Confirmation (ZSEC).

In this case it is not necessary to maintain copying control for itemcategories since predefined item categories are used and copying controlalready is maintained.

2. In the WebClient UI (log off and log on in order to refresh customizing)create a follow�up Service Confirmation to your first service order, transferall confirmation�relevant items and enter the following data:

Executing Service Employee: Lou Windham (Employee ID 400440)

Change the status to completed and save the Confirmation.

3. Which item categories have been determined in your service confirmation?

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

1. Create a service confirmation of type Confirmation and enter the followingdata:




Description ## Automatic Warranty StartSold-To Party ##MegastoreExecuting Service Employee Lou Windham (400440)

Enter the (individual) object you created in the Objects exercise as thereference object.

Hint: Choose Reference Objects→ Product input help and searchfor the product with Product Description ##Notebook Object.

Enter a service confirmation item and choose SRV1_4 with quantity 1 AU.

2. In the item details of the service confirmation item enter a duration of 30minutes.

Also enter an installation date (today) and additional installation information.This includes the Installation Part (your object) and the Installation Location(your installed base).

Complete and save the confirmation.

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



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

1. In Customizing maintain copying control for transaction types and create anew entry. It should be possible for your new service order transaction typeZS## to create a follow�up Service Confirmation (ZSEC).

In this case it is not necessary to maintain copying control for itemcategories since predefined item categories are used and copying controlalready is maintained.

a) SAP GUI:



SAP Implementation Guide→ Customer Relationship Management→ Transactions→ Basic Settings→ Copying Control for BusinessTransactions→ Define Copying Control for Transaction Types

Choose New Entries.

Source trans.: ZS##Tgt. Trans. Type: ZSEC

Save your entry.

2. In the WebClient UI (log off and log on in order to refresh customizing)create a follow�up Service Confirmation to your first service order, transferall confirmation�relevant items and enter the following data:

Executing Service Employee: Lou Windham (Employee ID 400440)




Change the status to completed and save the Confirmation.

a) In the WebClient UI create a follow�up Service Confirmation to yourfirst service order, transfer all confirmation�relevant items and enterthe following data:

Choose Service Orders

Choose Search→ Service Orders

Service OrderDescription:

##First*

Choose Search.

Service orders you created in one of the last exercises should be listed.

Use the hyperlink and navigate to the details of the service order withDescription ##First Service Order.

Choose button Create Follow�Up.

Choose Service Confirmation (Confirmation).

In the Select Items dialog choose Select All.

Choose Choose.

Executing ServiceEmployee:

Lou Windham (400440)

Choose Status→ Completed.

Choose Save.

3. Which item categories have been determined in your service confirmation?

a) Which item categories have been determined in your serviceconfirmation?

Display the Assignment Block Items.

The item category for the service item is Service Confirm (SVCP).

The item category for the service part items isMaterial Confirm(SVCM).




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

1. Create a service confirmation of type Confirmation and enter the followingdata:

Description ## Automatic Warranty StartSold-To Party ##MegastoreExecuting Service Employee Lou Windham (400440)

Enter the (individual) object you created in the Objects exercise as thereference object.

Hint: Choose Reference Objects→ Product input help and searchfor the product with Product Description ##Notebook Object.

Enter a service confirmation item and choose SRV1_4 with quantity 1 AU.

a) Choose Service Orders→ Create→ Service Confirmation.

Enter the header data given in the exercise.

In the fields Product enter the reference object ##Notebook Object.Use the input help as described above.

In the assignment block Items enter SRV1_4 with quantity 1.

Choose ENTER.

2. In the item details of the service confirmation item enter a duration of 30minutes.

Also enter an installation date (today) and additional installation information.This includes the Installation Part (your object) and the Installation Location(your installed base).





a) Choose Action→ Edit to navigate to the item details.

In the assignment block Service Item Details enter

Actual Duration: 30 Minutes

In the assignment block Dates enter an Installed On date today.

In the assignment block Reference Objects use personalization toinclude the field Installation/Dismantle to the list of displayed fields.

Include Installation Part to the object information which is alreadyavailable.

Include a second item to the Reference Objects assignment block. Enteryour installed base (or any component) as Installation Location.

Choose Back.

Change the status to Completed and save the confirmation.

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

a) Use the Reference Object / Product hyperlink to directly navigate tothe object.

If necessary open assignment blockWarranties. You should see avalid warranty with a start date that equals the installation date (today).

Hint: There are a number of prerequisites which have to befulfilled to automatically trigger a warranty start:

� The Installed On date is set.� The object is installed (appropriate value in field

Installation/Dismantle in assignment block ReferenceObjects.

� There are no customer warranties for the referenceobject. This prevents an existing warranty from beingoverwritten.

� The warranty that is assigned to the reference object muststill be valid (field Valid in assignment block Warrantiesfor the reference object).

� The organizational data (sales organization anddistribution channel) of the warranty must match thecustomer's organizational data in the confirmation.



Lesson Summary

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

ERP



Lesson: Amount Allocation

Lesson OverviewThis lesson introduces amount allocation.


� Create an amount allocation for services that have been performed.

Business ExampleYou would like to establish an amount allocation process in order to distributerevenues and costs to different receivers.

Figure 120: Amount Allocation: Definition

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


CR700 Lesson: Amount Allocation

Figure 121: Amount Allocation

When you create an amount allocation transaction (billing request) as a follow-uptransaction for a service order or service confirmation, the system copies the bill-toparties and the billing amounts from the preceding transaction. You can changeor edit this information in the amount allocation transaction. For each serviceorder item or service confirmation item, the system determines whether it isrelevant for billing. If so, the system determines the price for that item. The pricedetermination is based on product prices, additional conditions, the accountingindicator (such as warranty or goodwill), and so on.

You have the following options for distribution:

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

� Splitting the total billing amount among multiple bill-to parties. Youcan define the billing amount either as a percentage of the invoicevalue, an absolute value, or a quantity.

� Splitting the total billing amount among bill-to parties based on productgroups

� You can distribute costs (non-billable items, such as those related towarranties) in service orders or service confirmations among multipleinternal cost objects on header or item level.

The system calculates the costs according to the same distribution rules and basedon the same profitability segment as the revenues. Alternatively, you can entercost objects, which the system uses to calculate revenues and costs internally, intothe distribution rules.



Figure 122: Amount Allocation Process

Possible to define shortly before billing takes place, who should pay whichexpenses.

� Often, prices are defined at a very late stage→ flexible price changes arepossible

� Settlement information is not always known at the time of order creation� Checks and corrections can be performed shortly before billing takes place

� Change of billing relevance (for example, warranty, goodwill)� Change of invoice recipient

� A field service employee can often not decide himself, how much thecustomer or the insurers should pay.

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

� Settlement is performed monthly, even if the service has not yet beencompleted

� Settlement is performed once the service has been completed� Partial billing of services possible.



Figure 123: Splitting of Items

You can define rules in the service order, service confirmation, or billing request,according to which the costs and revenues from the items in the document aredistributed to various cost recipients such as payers or bill-to parties.

You can enter the splitting rules for cost distribution at header or item level.

The setup of Amount Allocation is described within the following IMGdocumentation:

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



Figure 124: Grouping of Items

Flexible grouping possibilities

� Grouping of items is possible, for example:

� Customer pays completely for all materials, but only pays 50% ofthe expenses for services

� Grouping of items can be derived from the product type.



Lesson Summary

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



Lesson: Service Billing

Lesson OverviewService transactions like service orders or service confirmations can be relevantfor billing. This lesson introduces billing options for those documents. Besidesstandard CRMBilling it is also possible to use ERP Billing for service transactions.


� Create billing documents for services that have been performed.

Business Example

Figure 125: CRM Billing

Standard CRM service processes are CRM Billing relevant.

A sales order is created in the ERP system for sales items so that these items can bedelivered using SAP ECC / SAP R/3. The sales item can be flagged as not billingrelevant in ERP. Billing for these items can take place in CRM using CRM Billing.


CR700 Lesson: Service Billing

Prerequisites for CRM:

� Pricing must have occurred for billing to take place. Pricing occurs in allservice documents according to the general pricing for the CRM System.

� You have made settings in the business transaction category Sales inCustomizing for the item category. These settings define whether and, ifyes, how billing should occur.

� Billing data is updated for accounting from CRM Billing.� In each case, revenue is updated in the relevant controlling object, an

internal order or a profitability segment.

Figure 126: Billing Options

How services are billed is triggered by the Billing Relevance indicator in the itemcategory.

Transaction-related billing: In CRM, the Billing Engine is called up for atransaction, for billing the order quantity. This billing type is used for a flat-ratebilling with reference to a service process item or for resource-related billing withreference to a service confirmation item.

Transaction-related billing after confirmation: In CRM, the Billing Engine iscalled up for a service process item for billing the order quantity (flat-rate), if theitem has been confirmed. Furthermore, the items have to be released for billing(transaction CRM_SRVBIL).



Transaction-related billing according to delivery quantity: In CRM, theBilling Engine is called up for a sales product item, for billing the cumulateddelivery quantity. The delivery in SAP R/3 returns the delivery quantity to thesales product item.

Delivery-related billing: Deliveries for sales product items in R/3 are billed withthe Billing Engine in CRM. In the last two cases, you must make sure that thecorresponding item category in R/3 is set to Not relevant for billing.

Two different scenarios are used depending on whether you have agreed on a fixedprice with the customer or whether resource-related billing should take place.

� Fixed Price: In this case, the service process item must be flagged asbilling-relevant, however, the confirmation item must not.

� Resource-Related Billing: The confirmation item must be flagged as billingrelevant, however, the service process item must not. You can also combinefixed price and resource-related billing.

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

External Billing of Service Orders and Service Confirmations in ERP

� Data is transferred to ERP when an order or confirmation is set to Completed.� You can cancel invalid items by specifying a reason. The cancellation reason

is transferred to ERP through item category mapping, and either the relevantdebit memo request item is automatically canceled or, if the item has alreadybeen billed, a credit memo request is created.

� After data transfer, you can cancel or reject transactions in SAP CRM. Ifit is no longer possible to cancel individual items later on in the process,for example because an invoice has already been created for a debit memorequest, you can create a credit memo request in ERP to reverse a debitedamount.



External Billing of Service Contracts in ERP

� Billing request items generated by a billing plan are transferred automaticallyto ERP. Service contract items that are relevant for billing are transferredwhen contract data is updated and a contract item is marked as Released.provided to

Modification of CRM Service Transaction Data Before Transfer to SAP ERP ispossible via BAdI CRM_EXT_BILLING.

Modification of Sales Order Data in SAP ERP Before Data Import is possiblevia BAdI SRV_BILLING_CHANGE.

SAP note 813774 �Billing of CRM service processes in R/3� provides additionalinformation.

Figure 128: Prerequisites for ERP Billing

You can influence header and item data, such as partners and conditions, before itis transferred to ERP.

To do this, create an implementation of the Business Add-In (BAdI)CRM_EXT_BILLING (Influencing Data from Service Processes for Billingin ERP). You can find this BAdI in SAP CRM Customizing under CustomerRelationship Management→ Transactions→ Settings for Service Processes→Business Add-Ins. For more information, see the documentation for this BAdI.

You can modify data such as the order reason, billing block, partner, andconditions.



To do this, create an implementation of the BAdI SRV_BILLING_CHANGE.You can find this BAdI in Customizing for your Plug-In or SAP ERP systemunder Integration with Other mySAP.com Components→ Customer RelationshipManagement→ Settings for Service Processing→ Billing Integration→ BAdI:Influencing Data for External Billing of CRM Service Documents.

Mapping of transaction types and item categories (in ERP System):

� SAP Customizing Implementation Guide → Integration with OthermySAP.com Components→ Customer Relationship Management→ Settingsfor Service Processing→ Billing Integration→Map Transaction Typesand Item Categories.



Exercise 12: Billing

Exercise ObjectivesAfter completing this exercise, you will be able to:� Create a billing document for a Service Confirmation

Business ExampleThe standard CRM service processes are CRM billing�relevant. After the servicetechnicians have completed the service confirmations, it is possible to process thebilling due list in order to create billing documents (in SAP CRM).

Task:Standard CRM service processes are CRM billing�relevant. Create a billingdocument in the CRM system and check for successful ERP transfer of accountingdata.

1. Maintain the billing due list and create a billing document for the serviceconfirmation your created earlier. Choose appropriate search criteria.

2. Check the document flow of the billing document. Do you see accountingdocuments?

3. Check in the Customizing of Billing Types why accounting documents havebeen created immediately. To answer this question, you have to analyze therelevant customizing.

Hint:

1. Transaction Type of service confirmation: ZSEC2. Item Categories within service confirmation: SVCM, SVCP3. See details of relevant (which?) billing item category!

4. Optional (difficult):

Create a new service order of type Service Process. Enter ##Megastore asSold�To Party and service product SRV6_1 with quantity 1 AU.


5. Create a follow�up service confirmation of type Confirmation. Transfer theservice product and enter Lou Windham as executing service employee.





6. Try to create a billing document like you did before.

Hint: This time a different item category is involved. Check thebilling�relevance and the corresponding IMG documentation.



Solution 12: BillingTask:Standard CRM service processes are CRM billing�relevant. Create a billingdocument in the CRM system and check for successful ERP transfer of accountingdata.

1. Maintain the billing due list and create a billing document for the serviceconfirmation your created earlier. Choose appropriate search criteria.

a) Maintain the billing due list and create a billing document for theservice confirmation your created earlier. Choose appropriate searchcriteria.

In CRM WebClient UI choose Billing.

Choose Search→ Billing Due List Items.

Payer ID (or Sold�To Party): <number of ##Megastore>

Choose Search.

Mark the line item corresponding to confirmation number frompreceding exercise.

Choose button Individual Billing.

Choose button Continue.

Choose Save.




2. Check the document flow of the billing document. Do you see accountingdocuments?

a) Check the document flow of the billing document. Do you seeaccounting documents?

Use the hyperlink and navigate to the billing document.

Observe the Transfer to Accounting Status in the Billing DocumentDetails.

Once this Status is Transferred, the Assignment Block Follow�UpTransactions contains an Accounting document entry.

You can use the hyperlink and display the documents. Log on withERP user/password!

Hint: The transaction launcher together with InternetTransaction Server (ITS) functionality is used to display ERPaccounting documents in WebClient UI environment.

In other systems: Please make sure that the entry ERP in theDefine Transaction Launcher Logical Systems and URLs(/ncrms_ic_cross_sys) contains proper information.




3. Check in the Customizing of Billing Types why accounting documents havebeen created immediately. To answer this question, you have to analyze therelevant customizing.

Hint:

1. Transaction Type of service confirmation: ZSEC2. Item Categories within service confirmation: SVCM, SVCP3. See details of relevant (which?) billing item category!

a) Check in the Customizing of Billing Types why accounting documentshave been created immediately. To answer this question, you have toanalyze the relevant customizing.

SAP Implementation Guide→ Customer Relationship Management→ Billing→ Item Category Determination→ Assign Item Categories


Choose Position.

SA Process Cat. ZSECSource ItemCat.

SVCM (also ZSRP)

The relevant billing item category is SCN.

SAP Implementation Guide→ Customer Relationship Management→ Billing→ Define Billing Item Categories


Mark SCN and choose Details.

The default Billing Type is: Invoice Service Transaction [ZFSE].

SAP Implementation Guide→ Customer Relationship Management→ Billing→ Define Billing Types


Mark ZFSE [Invoice Service Transaction] and choose Details.

Observe that the flag No Autom. Transfer to Acctg is not set!

4. Optional (difficult):

Create a new service order of type Service Process. Enter ##Megastore asSold�To Party and service product SRV6_1 with quantity 1 AU.





a) See the previous solution if you need details how to create a serviceorder.

5. Create a follow�up service confirmation of type Confirmation. Transfer theservice product and enter Lou Windham as executing service employee.


a) See the previous solution if you need details how to create afollow�up service confirmation.

6. Try to create a billing document like you did before.

Hint: This time a different item category is involved. Check thebilling�relevance and the corresponding IMG documentation.

a) When searching for billing due list items with Transaction ID (=confirmation number, you will not find your confirmation althoughyou completed it.

This is due to the fact that the item category of the confirmation itemhas a billing�relevance setting which is Transaction�Related BillingAfter Completion.

When using this billing�relevance two more things have to happenbefore a billing due list entry is created:

1. Completion of the service order.2. Using the Release for Billing function.

Change the status of the service order to Completed

In the navigation bar choose Billing.

Choose Search→ Release for Billing.

Transaction ID: <your confirmation number>

Mark your line item and choose button Release for Billing.

Choose Billing→ Billing Due List Items.

Your confirmation number should be in this list.

See the previous solution for details how to create a billingdocument.



Lesson Summary

You should now be able to:� Create billing documents for services that have been performed.



Lesson: Service Controlling Integration

Lesson OverviewThis lesson gives an overview of both controlling and logistics integration.


� Describe the options for controlling integration.

Business ExampleSAP CRM Service offers several ERP integration options. Logistics integration ofservice parts, time sheet integration of confirmed working time and controllingintegration (planned versus actual costs/revenues) can be set up. You would like tobetter understand those integration options.


You can use the integration of service and sales processes with Controlling in SAPFinancials to transfer controlling-relevant data from CRM to an ERP system. Inthis way, you can analyze the entire value flow (including costs and expenses)for services and sales orders.

You can display and evaluate costs and revenue for services, for example, for eachproduct category or service organization.

Services are billed using CRM Billing. Costs are either updated to the profitabilitysegment or to the internal order.

Sales orders are billed using CRM Billing or ERP Billing. Expenses are updatedto the profitability segment. Costs are updated only for delivery-related billing.

The service confirmation updates the costs for the consumption of resources eitherto the profitability segment or to the internal order.


CR700 Lesson: Service Controlling Integration

Figure 130: Controlling Types

The customer must make the settings for all transaction types in the ControllingIntegration table.

The customer defines transactions types, organizational units and so on in theCRM System and must replicate these to SAP ERP. The customer then makesthe following settings in Customizing:

Business Scenario

� Technical settings that control the interaction between the application andERP Controlling are defined using the business scenario

� There is the business scenario for CRM Service and for CRM Sales.

Mass-Object-Controlling

� Costs and revenues are assigned directly to a profitability segment� Analysis of goods sold and revenues in CO-Profitability Analysis (CO-PA)

with original SAP CRM attributes, e.g. service organization, productcategory.

A profitability segment is an object within Profitability Analysis (CO-PA) towhich costs and revenues are assigned. It corresponds to a market segment. Youcan calculate the profitability of a profitability segment by comparing its salesrevenues with its costs.

A profitability segment in an operating concern is defined by a combination ofcharacteristic values.

All service transactions with the same CO-PA characteristics are assigned to thesame profitability segment.

In SAP BI you are able to evaluate the single service transaction even if youhave chosen mass object controlling.



Single Object Controlling

� Controlling by service order or by service contract� Cost and revenues are assigned to the internal order� Overheads and process costs can be applied� Results analysis� If you use settlement of costs and revenues to CO-PA aggregated analysis on

CRM attributes is possible� Settlement of costs and revenues to CO-PA or other recipients� Original CRM attributes are available on the internal order.

In SAP ERP, the single object controlling level is defined for each relevanttransaction type, service unit, and responsible service unit.

For the controlling type single object controlling, you have to define a controllingscenario.

� The following parameters are defined by the controlling scenario:

� Pricing procedure, Overhead key, Results analysis key� Settlement profile, Object class, Residence time 1 and 2 for the

archiving� CO partner update.

The controlling relevant characteristics are replicated to SAP ERP.

� It is possible to differentiate the calculation of costs for the following:

� Special qualifications, such as for a specialist or apprentice� Standard working time, overtime, driving hours, and so on.

� You differentiate the calculation of costs by doing the following:

� Replicating the item category, the service type, and the valuation typeinto ERP (based on the CRM customizing) and

� Defining some transformation in the Plug-In customizing.

Additional Features for Single Object Controlling

� Planned Costs and Revenues� Accounting Indicator� Cockpit for Controlling Integration.



Planned Costs and Revenues

� Determination of planned costs including surcharges based on order planningfor services, spare parts and expenses

� Determination of planned revenues based on billable services, spare partsand expenses within a service order

� Comparison of planned and actual values on an internal order representinga service order.

Accounting Indicator

� Confirmation of used resources with information about the reason e.g.warranty, good will

� Differentiation of actual costs in addition to cost element� Determination of different settlement receivers based on accounting indicator

via customizing� More accurate calculation of work in process possible.

Cockpit for Controlling Integration

� Manages error messages that are only relevant for Controlling

� The internal order for a service order can be created, the settlementrule can not be created. This is irrelevant for the CRM process, but isrelevant for the Controlling process

� Errors occurred during costing are only shown in the cockpit.� Supports the maintenance of master data and settlement rules for internal

orders belonging to service orders or confirmations� Integrates reporting for the controlling of internal orders.

Controlling for Account Assignment Object

� Controlling by service order or by service confirmation� Cost and revenues are assigned to the cost receiver� Supports the receiver types: internal order, WBS element, sales order item,

network activity or customer defined cost receivers via business add-in� Additional controlling functions depending on receiver type.

This function provides controlling functionality for internal orders, WBS elements,and sales orders that already exist in SAP ERP. Costs and revenues are posteddirectly on these objects. No new account assignment objects are created.

You can enter the account assignment at the header or item level of the transaction.If you enter the account assignment at the header level, it is inherited by allitems. All follow-up documents receive the account assignment of the precedingdocument. This account assignment cannot be changed. When you enterthe account assignment, no check is made to determine whether the accountassignment object exists and can be posted to. When the service order is released,



or when the service confirmation is entered, the account assignment information istransferred into SAP ERP. If you enter accounting indicators in the transaction,they are transferred into ERP as well. How this information is evaluated, andtherefore which functions are available, depends on the account assignment object.


Replication: You can replicate the characteristics of service processes (contracts,orders and confirmations) that you want to use for Controlling in ERP.

The Controlling Scenario is needed for single object controlling and defineshow the internal orders that are created from CRM are described. The followingparameters are defined by the controlling scenario: costing sheet, overhead key,results analysis key, settlement profile, object class, and functional area.

The Controlling Type and Controlling Level are defined for combinationsconsisting of a transaction type, a service organization, and a responsible serviceorganization for a certain validity period. There are several options:

� No Controlling� Mass-Object Controlling (profitability segment)� Single-Object Controlling (internal order) on business transaction level� Single-Object Controlling (internal order) on item level� Controlling for Account Assignment

If you assigned single-object controlling to the Controlling type, you must alsospecify the Controlling Scenario.

For single-object controlling, the internal order is always created with the ordertype SAPS.



Figure 132: Logistic Integration

Transfer Parameter Goods Movement

� You can define different movement types and special stock indicators thatare required by an external system to execute a goods movement.

� The movement type and special stock indicator created are dependent ontransaction types and item categories.

Mapping Plant and Storage Location to Service Structure

� You can define which plant and which storage location of this plant isassigned to a combination of service organization, service team, and serviceemployee.

� The assignment applies to service processes in CRM Online and is usedto determine the correct plant and storage location when withdrawing orreserving spare part items.

Availability-to-Promise Information for Service

� During the service order creation, availability information from ERP ispossible.

Reservation

� You can create a reservation after saving the service order.



Exercise 13: Optional Exercise: ERPIntegration

Exercise ObjectivesAfter completing this exercise, you will be able to:� Analyze a CRM service order process with respect to ERP CO integration� Analyze a CRM service order process with respect to ERP Logistics

integration� Analyze a CRM service order process with respect to ERP Time Sheet

integration.

Business ExampleYou would like to better understand the integration aspects within CRM serviceorder processing.

Therefore you create a service order, a service confirmation and a billing documentand analyze ERP integration.

The following exercises are advanced and require quite a bit of ERPbackground knowledge!

Task 1:Create a new service order of type Service Process [ZSE1]). Enter Sold�to Party##Megatore, description ##ERP service product SRV1_4 with quantity 1 AUand service part R�1130 with quantity 1 PC. Do not assign a contract to yourservice order items!

1. Create the service order and change the item category of the service partitem to Service Mat. Reserv [ZSR2].

Observe details for the service item.


Note: Note the service order number.

_________________

2. Controlling Integration

a)Where in Customizing do you find the general settings for controllingintegration?




In ERP find the internal order that was created from your CRM service order.

Note: Note the number of the internal order.

__________________

Display the Cost Analysis.

b) How can the Total plan costs for OEM products consumed be derived?

c) How can the Total plan costs for Dir.Int.Activity Alloc. Repair Hoursbe derived?

d) How can the Total plan costs for Sales Revenues � Domestic be derived?

Hint: Tips for solving the exercise:

a) ERP Customizing via shortcut transaction!

b) Plant 3800. Where does the plant information come from?

c) SAP Menu→ Accounting→ Controlling→ Cost CenterAccounting→ Planning→ Activity Output/Prices→ Change.

Cost Center 4100. Where does this information come from?

Activity Type 1410. Where does this information come from?

d) CRM Pricing.

3. Logistics Integration

a) For which plant/storage location has a material reservation been created?

b) What is the reservation number?

c)Which IMG activity controls that a material reservation but not a purchaseorder is created for the service part item entered in the service order?

Hint: a) CRM Customizing Logistics Integration.

b) Change the Layout to include the Internal Order number.

c) CRM Customizing Logistics Integration

Task 2:Create a follow-up service confirmation of type Confirmation [ZSEC]. Confirmboth the service and the service part item.

1. a) Create the follow�up confirmation of type Confirmation, transfer bothitems and enter the following data:




Description: ##ERP_CONFExecuting ServiceEmployee:

400440 (Lou Windham)

Go into the details of the service item SRV1_4.

b) Observe the Actual Duration of 30 Minutes and the (order) Quantityof 1.

Go back to the confirmation details and change the Status to Completed.

Note: Note the service confirmation number.

__________________

c)Which Personnel Number is assigned to Lou Windham?

2. Cross Application Time Sheet (CATS) Integration

a)Which Data Entry Profile is used when confirming time in CRM? Checkin customizing.

b)When looking at the time sheet of Lou Windham, do you find the timethat was entered due to the creation of the confirmation in the precedingexercise? Use the date and the internal order number to identify your entry.

c) How many hours have been confirmed?


a)Where in Customizing do you find the Logistics Scenario forMaterialWithdrawal? Which entry is relevant for this exercise?

b)Where in Customizing do you find the information which storage locationis assigned?

c) Check the Stock Overview for material R�1130 and plant 3800. Mark theVAN1: Windham storage location and choose Environment→ MaterialMovements.

Change the current Layout and add the fields Order and Reservation tothe Position.




Find the material document that corresponds to your service confirmation.

Hint: a) ERP Customizing via shortcut transaction!

b) CRM Customizing!

c) SAP Menu→ Logistics→Materials Management→ PhysicalInventory→ Environment→ Stock→ Stock Overview [transaction/nmmbe].


a) Display the internal order and check the Cost Analysis again. Do youobserve a difference? How do you explain the Total actual costs?

b) Transfer the time sheet data to controlling. Make sure that you onlytransfer the time corresponding to your service confirmation. Thereforedo the following:

1) Start transaction SAP Menu→ Human Resources→ Time Management→ Time Sheet→ Transfer→ Accounting [CAT7].

2) Check the flag Test run!

3) Enter the Personnel number of Lou Windham.

4) Execute the selection.

5) Change the current layout and add the field Receiver Order to the list.

E.g. in the following screen, the document number is 1653 (correspondingto internal order 501152).

6) Identify the document number that corresponds to your internal order.

7) Go back to the selection screen, enter the Document number, remove theTest run flag and execute the transfer.

c) Display the internal order and check the Cost Analysis again. Do youobserve a difference?

Task 3:Create a CRM billing document for your service confirmation.

1. a) Search for Billing Due List Items and use the Sold�To Party ID as searchcriteria.

b) Perform an Individual Billing and before you save the billing documentobserve the quantity of the service item.

2. Controlling Integration.




Display the internal order and check the Cost Analysis again. Do youobserve a difference?



Solution 13: Optional Exercise: ERPIntegrationTask 1:Create a new service order of type Service Process [ZSE1]). Enter Sold�to Party##Megatore, description ##ERP service product SRV1_4 with quantity 1 AUand service part R�1130 with quantity 1 PC. Do not assign a contract to yourservice order items!

1. Create the service order and change the item category of the service partitem to Service Mat. Reserv [ZSR2].

Observe details for the service item.






_________________

a) In the CRM WebClient UI choose Service Orders.

Choose Create→ Service Orders.

Choose Transaction Type Description Service Process and enter thefollowing data:

Description: ##ERPSold�To Party: ##Megastore

Choose ENTER.


In the Assignment Block Items enter the following items:

Product ID: SRV1_4Quantity: 1 (AU)Product ID: R-1130Quantity: 1 (PC)

Choose ENTER.

Change the Item Category of the service part item R-1130 to ServiceMat. Reserv.

Change the Status to Released.

Save the service order.



a)Where in Customizing do you find the general settings for controllingintegration?

In ERP find the internal order that was created from your CRM service order.


__________________





b) How can the Total plan costs for OEM products consumed be derived?

c) How can the Total plan costs for Dir.Int.Activity Alloc. Repair Hoursbe derived?

d) How can the Total plan costs for Sales Revenues � Domestic be derived?

Hint: Tips for solving the exercise:

a) ERP Customizing via shortcut transaction!

b) Plant 3800. Where does the plant information come from?

c) SAP Menu→ Accounting→ Controlling→ Cost CenterAccounting→ Planning→ Activity Output/Prices→ Change.

Cost Center 4100. Where does this information come from?

Activity Type 1410. Where does this information come from?

d) CRM Pricing.

a) General settings can be found in ERP Customizing

SAP Customizing Implementation Guide→ Integration with OthermySAP.com Components→ Customer Relationship Management→ Settings for Service Processing→ Controlling Integration→Establish Controlling Type, Controlling Level, and ControllingScenarios

The second entry shows that currently Single�Object Controlling isactive independent of CRM organizational data and independent ofCRM Transaction Types.

In ERP find the internal order that was created from your CRM serviceorder.

SAP Menu→ Accounting→ Controlling→ Internal Orders→Master Data→ Special Functions→ Order→ Display [/nKO03]

Choose the Value Help (F4) and change to Internal Order Createdfrom CRM Service.

BusinessTransaction:

<your service order number>

Start the search.





__________________


Choose button Master Data.

Choose Menu Extras→ Cost Analysis.

b) The plan costs for the service part item R�1130 can be derived whenlooking at the material master accounting data (Plant 3800)

SAP Menu→ Logistics→ Sales and Distribution→ Products→Material→ Other Material→ Display [/nmm03].

Material: R�1130

Choose button Select Views.

Mark Accounting 1.

Choose Continue.

Plant: 3800

Hint: The relevant plant is derived from here

SAP Implementation Guide→ Customer RelationshipManagement → Transactions→ Settings for ServiceTransactions→ Integration→ Logistics Integration→Assign Plant and Storage Location to Service OrganizationalUnits.

For Service Organization O 50004982 (Service US), plant3800 is assigned.

Choose Continue.

The field Price control contains parameter S (= Standard price) whichis USD 15.00.

c) SAP Menu→ Accounting→ Controlling→ Cost Center Accounting→ Planning→ Activity Output/Prices→ Change

Controlling Area: 2000

Choose ENTER.




Version: 0From period: 01To period: 12Fiscal year: <this year>Cost Center: 4100Activity Type: 1410

Choose ENTER.

Choose Overview Screen ( ).

The sum of Fixed price and Variable price equals USD 19.80.

When looking at the Cost Analysis of the internal order, the value thereequals half of the value you just found.

This is due to the fact that a Duration of 30 minutes was defaultedfrom the service product SRV1_4 into the service order item details.

d) How can the Total plan costs for Sales Revenues � Domestic bederived?

The CRM service order pricing calculates a net value of USD 74.00.

Check the sales prices of both products SRV1_4 and R-1130 (e.g. inproduct master).


a) For which plant/storage location has a material reservation been created?

b) What is the reservation number?




c)Which IMG activity controls that a material reservation but not a purchaseorder is created for the service part item entered in the service order?

Hint: a) CRM Customizing Logistics Integration.

b) Change the Layout to include the Internal Order number.

c) CRM Customizing Logistics Integration

a) SAP Implementation Guide→ Customer Relationship Management→ Transactions→ Settings for Service Transactions→ Integration→ Logistics Integration→ Assign Plant and Storage Location toService Organizational Units.

For Service Organization O 50004982 (Service US) and independentof the Service Team and Service Employee, plant 3800 and storagelocation 0001 is assigned.

In ERP:

SAP Menu→ Logistics→ Materials Management→ InventoryManagement → Environment → Stock → Stock Overview[transaction MMBE].

Material: R�1130Plant: 3800

Choose Execute ( ).

Observe the number of reserved parts for storage location 0001.

b) Mark the line 0001 Warehouse 0001 and choose menu Environment→ Reservation.

You can identify your reservation once the field Order is includedinto the Layout of this list!

c) SAP Implementation Guide→ Customer Relationship Management→ Transactions→ Settings for Service Transactions→ Integration→ Logistics Integration → Define Logistics Scenario for theProcurement of Materials and Services.

Transaction Type ZSE1 (Service Process) and Item Category ZSR2(Service Mat. Reserv.) independent of Organizational Units lead to a(material) Reservation.




Task 2:Create a follow-up service confirmation of type Confirmation [ZSEC]. Confirmboth the service and the service part item.

1. a) Create the follow�up confirmation of type Confirmation, transfer bothitems and enter the following data:




b) Observe the Actual Duration of 30 Minutes and the (order) Quantityof 1.

Go back to the confirmation details and change the Status to Completed.


__________________




c)Which Personnel Number is assigned to Lou Windham?

a) Search for your service order and display it.

Choose button Create Follow�Up.

Choose Service Confirmation→ Confirmation.

In the Select Items dialog mark both items.

Choose Choose.




In the Assignment Block Items choose Actions→ Edit ( ) for lineitem SRV1_4.

b) Choose Back.

Choose Status→ Completed.

Choose Save.


c) Choose Accounts & Products.

Choose Search→ Employees.

Find Lou Windham and go into the details.

The corresponding Personnel Number is 10451.

2. Cross Application Time Sheet (CATS) Integration

a)Which Data Entry Profile is used when confirming time in CRM? Checkin customizing.

b)When looking at the time sheet of Lou Windham, do you find the timethat was entered due to the creation of the confirmation in the precedingexercise? Use the date and the internal order number to identify your entry.




c) How many hours have been confirmed?

a) ERP Customizing

SAP Customizing Implementation Guide→ Integration with OthermySAP.com Components→ Customer Relationship Management→Settings for Service Processing→ Time Sheet Integration→ AssignData Entry Profile.

The Data Entry Profile is ISP_SM.

b) SAP Menu→ Human Resources→ Time Management→ TimeSheet→ CATS Classic→ Display Working Times [/ncat3]

Data Entry Profile: ISP_SMPersonnelNumber:

10451

Choose Display Times ( ).

c) 0.5 Hours (= Duration of 30 minutes) have been confirmed.


a)Where in Customizing do you find the Logistics Scenario forMaterialWithdrawal? Which entry is relevant for this exercise?

b)Where in Customizing do you find the information which storage locationis assigned?

c) Check the Stock Overview for material R�1130 and plant 3800. Mark theVAN1: Windham storage location and choose Environment→ MaterialMovements.

Change the current Layout and add the fields Order and Reservation tothe Position.




Find the material document that corresponds to your service confirmation.

Hint: a) ERP Customizing via shortcut transaction!

b) CRM Customizing!

c) SAP Menu→ Logistics→Materials Management→ PhysicalInventory→ Environment→ Stock→ Stock Overview [transaction/nmmbe].

a) In ERP enter transaction /nscrm.

ChooseCustomer Relationship Management→ Settings for ServiceProcessing→ Logistics Integration→ Create and Change LogisticsScenario for Material Withdrawal.

Transaction Type ZSEC [Confirmation], Item Category SVCM [SAPConfirmation Service Material Item] and Service Organization ServiceUS lead to Logistics Scenario Plant / Storage Location!

b) SAP Implementation Guide→ Customer Relationship Management→ Transactions→ Settings for Service Transactions→ Integration→ Logistics Integration→ Assign Plant and Storage Location toService Organizational Units.

The entry including the Service Employee [Personnel Number!] 10451leads to Plant 3800 and Storage Location 1500.

c) SAP Menu→ Logistics→ Materials Management→ PhysicalInventory→ Environment→ Stock→ Stock Overview [transaction/nmmbe].

Mark the line 1500 VAN1: Windham and choose menu Environment→ Material Movements.

Cange the current Layout and add the fields Order and Reservationto the Position.

Choose Current Display Variant ( ).

Choose button Position.

In the Hidden fields block find Reservation and move it to theselected fields.

Choose Copy.

With your reservation number from a preceding exercise you shouldbe able to identify your material document.





a) Display the internal order and check the Cost Analysis again. Do youobserve a difference? How do you explain the Total actual costs?

b) Transfer the time sheet data to controlling. Make sure that you onlytransfer the time corresponding to your service confirmation. Thereforedo the following:

1) Start transaction SAP Menu→ Human Resources→ Time Management→ Time Sheet→ Transfer→ Accounting [CAT7].




5) Change the current layout and add the field Receiver Order to the list.

E.g. in the following screen, the document number is 1653 (correspondingto internal order 501152).


7) Go back to the selection screen, enter the Document number, remove theTest run flag and execute the transfer.




c) Display the internal order and check the Cost Analysis again. Do youobserve a difference?

a) Due to the completion of the service confirmation, a goods issuehas been posted. Total actual costs for one piece of R�1130 canbe observed.

b) 1) Start transaction SAP Menu → Human Resources → TimeManagement→ Time Sheet→ Transfer→ Accounting [CAT7].



PersonnelNumber:

10451


5) Change the current layout and add the field Receiver Order tothe list.

Choose Current Layout ( ).

In the Hidden fields block find Receiver Order and move it to theselected fields.

Choose Copy.

Find your Document Number using the Receiver Order (internalorder) number.


Find the four digit number next to the posting date.

7) Go back to the selection screen, enter the Document number,remove the Test run flag and execute the transfer.

c) This time Total actual costs for Repair Hours are available!

Task 3:Create a CRM billing document for your service confirmation.

1. a) Search for Billing Due List Items and use the Sold�To Party ID as searchcriteria.




b) Perform an Individual Billing and before you save the billing documentobserve the quantity of the service item.

a) In CRM WebClient UI choose Billing.


Sold�To Party: <number of ##Megastore>

Choose Search.

b) Mark the line item corresponding to confirmation number frompreceding exercise.

Choose button Individual Billing.


Navigate to the (temporary) Billing Document using the hyperlinkBill. Doc. ID.

The order quantity of the service item SRV1_4 is 1 AU! Thisquantity was transferred from the quantity of the serviceconfirmation item and is not correlated to the Duration (of 30minutes).

Choose Back.

Choose Save.

2. Controlling Integration.

Display the internal order and check the Cost Analysis again. Do youobserve a difference?

a) The Cost Analysis of your internal order now contains Total actualcosts for Sales Revenues � Domestic.



Lesson Summary

You should now be able to:� Describe the options for controlling integration.


Unit Summary CR700

Unit SummaryYou should now be able to:� Understand the concept of CRM service orders� Explain basic and advanced functions of CRM service orders� Understand integration aspects of the CRM service order with SAP ERP� Understand the Resource Planning Application� Personalize the Resource Planning Application� Create Assignments within the Resource Planning Application� Understand the concept of CRM service confirmations� Explain basic functions of CRM service confirmations� Describe the integration aspects of CRM service confirmations with SAP

ERP� Create an amount allocation for services that have been performed.� Create billing documents for services that have been performed.� Describe the options for controlling integration.


Unit 6Complaints and Returns

Unit OverviewThis unit introduces basic information on Complaints and Returns management.


� Describe the options for complaints handling� Describe the options for returns processing.� Perform the customizing settings for complaints and returns.

Unit ContentsLesson: Complaints and Returns Processing.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .286

Exercise 14: Complaints Processing and Customizing ... . . . . . . . . . . . .297Lesson: Complaints and Returns Customizing ... . . . . . . . . . . . . . . . . . . . . . . . . . .306

Exercise 15: Complaints Customizing .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .311


Unit 6: Complaints and Returns CR700

Lesson: Complaints and Returns Processing

Lesson OverviewThis lesson introduces standard Complaints and Returns documents in SAP CRM.The focus will be put on the application and standard features are introduced.


� Describe the options for complaints handling� Describe the options for returns processing.

Business Example� The customer expects appropriate action if there are defective products or

deficient services.� Customers use the Internet, telephone, e-mail, or fax to report that they are

not satisfied with the goods or services they have received.� The actions may include returning an item, sending a replacement, giving

credit, or other options.

The customer calls the service organization to complain about a service performedand a defective product that was delivered.

The customer sends in the defective product using the return material authorizationnumber issued.

A service employee performs a technical analysis and decides that the customershould be given a replacement for the defective product.

The service employee also decides that the customer should be compensated witha credit for the incomplete service performed.

Using predefined queries and reports, the service manager analyzes complaintreasons and decides what actions should be taken to prevent further complaintsand checks whether the actions taken and product changes were successful.

The agent calls the customer to ensure that the customer is satisfied.


CR700 Lesson: Complaints and Returns Processing

Figure 133: Two Options: Complaints and Returns

In complaints processing, you can create complaints, complaints with referenceto billing documents, returns, and in-house repair orders for products, services,or deliveries with which customers are dissatisfied. Complaints can either beproduct-related or have no reference to products. Complaints with reference tobilling documents, returns, and in-house repair orders always refer to a product.You can use complaints and returns in both sales and service.

Features of the Complaint and Return documents:

� Actions can automatically be started or can be triggered by the user clickinga push-button within the item details to launch follow-up documents tohandle sending a replacement, creating a return, creating a credit memo, andspecifying other logical next steps.

� Automatic business partner determination.� Linking of attachments, such as Microsoft Office documents for full details.� Integrated with the Interaction Center so that an agent can quickly view prior

transactions with customers, create complaints or replacements as follow-uptransactions, and view status of outstanding complaints.

� Complaints and Returns are also integrated with CRM Web Channel(Internet Customer Self-Service).



Figure 134: Complaints Process

You can create complaints with or without reference to a sales transaction ora service process.

You can specify the reason for the complaint using multilevel categorization.

From the complaint, you can use actions to

� generate a (sub-) items of type credit memo request� generate a (sub-) items of type debit memo request items� generate a (sub-) items of type return request item� create a quality notification in ERP� create a CRM document e.g. of type task.

Sub-items can be created by actions triggered either manually or by the system,based on predefined planning and start conditions.



Figure 135: Returns Process

The process begins when returned goods are received or a customer asks to returngoods.

The employee creates a return in the CRM system. This can be done with orwithout reference to an existing document. A returns item can be made by copyingfrom the preceding document.

Customer data is entered at the header and additional business partners aredetermined using partner determination.

A returns order is generated in the ERP system when a returns item is created inthe CRM system. The number of the ERP sales order and the number of the CRMreturn is the same. A goods receipt can be posted in ERP to this sales order.

As with the complaint, an employee can enter a reason for creating the return.

Activities can be triggered such as a credit memo, a spare parts delivery, or acustomer-specific action.

A credit memo transfers billing relevant items to CRM Billing.

Employees can also create tasks which may be assigned to another employeeto complete.



Figure 136: Examples of Standard Actions

Credit and Debit Memos are created in CRM Billing and the relevant controllingobjects are created.

Service parts delivery automatically creates a sales order in the SAP ERP to whicha delivery and goods issue can be posted. The sales order contains the samenumber and item category as the document in CRM.

A quality notification can be created from the complaint header or line item and isintegrated with the assigned ERP system. Quality notifications are often used forinternal processes, such as stopping outbound deliveries, or for external processessuch as informing suppliers that goods should be returned. The ultimate goal is tointroduce processes to improve the quality of the product.



Figure 137: Additional Complaint and Return Functions

In addition to the functions mentioned on the figure above, there are morefunctions available within complaints and returns processing.

� Contract determination: You can set up an automatic search for validcustomer contracts that the system runs when you create a complaint item.The system then displays a list of valid contracts from which you can selectthe desired contract. If there is only one valid contract, the system canautomatically assign this contract. The system copies the data, includingprice agreements, from the assigned contract to the complaint transaction.

� Manual or automatic date assignment: You can enter dates in the complaint,for example, the date of the first response, or the date by which a decisionmust be made. These dates can be used for monitoring and escalatingcomplaints. You can either enter dates manually or let the system enterthem automatically. For example, dates can be automatically displayedaccording to the parameters of the Service Level Agreement associated withthe relevant contract item.

� Categorization: You can use categorization to define predefined content,such as causes of damage, which makes complaint entry faster and allowsautomatic analysis.

� Status tracking: You can use the search to monitor complaint processingby checking the status. This method allows you to have an overview ofall complaints at any time.

� Entry of counter readings: You can enter counter readings for installed basecomponents in complaint headers and complaint items



Figure 138: Reference Documents

You can create complaints directly from the items in a sales transaction or serviceprocess. This simplifies the creation of complaints since all data (such as, partners,products, quantities, and prices) is transferred from the preceding transaction.

When you create a new complaint, you can refer to the following business objects:

CRM billing transactionProduct service letterMarketing campaignTransactions in integrated systems, such as billing transactions or deliverytransactions in SAP ERP, or delivery transactions in another inventorymanagement system.

Once you have specified in Customizing that references to business objects areallowed for your complaint transaction type, the system prompts you to enter areference object when creating a complaint. You can then select the individualitems from the reference object to be copied into the complaint transaction.

When you reference items, the selected items from the reference document arecopied into the complaint/return document according to the defined copying rules.

You can add information to an existing complaint document by creating areference to one or more documents. You can also create a reference on item level.

To reference to more than one CRM Billing document is only possible when usinga mass controlling scenario.

BAdI-Definition: CRM_COPY_BADI_EXTERN.



Figure 139: Reference Objects and Serial Number Integration

You can enter serial numbers for products and service parts within the context ofcomplaints, returns, and in-house repair orders. The serial numbers specifiedcan be validated and in the interest of logistics integration, replicated to SAPERP Central Component (SAP ERP).

Use set type CRM_SERIALNUM, attribute SERIALNO_PROCESSING withinproducts and refer to SAP Note 824780 for more details also with respect todata exchange between ERP and CRM. Also check the lesson Data Exchangeof Technical Objects.

The serial number information indicates whether a serial numbers are relevant fora certain product, and how validation of a serial number entered in a documentshould occur.

For items in complaints, returns, and in-house repair orders in the CRMWebClientUI, you can enter serial numbers manually. To do so, you can use the SerialNumber field in assignment block Reference Objects.

As you enter the product, depending on the value in field Serial No. ProcessingID, the system checks whether serial numbers can be entered or must be entered.

The serial number information is replicated from SAP CRM to the mobile clientas part of the product master data.



Figure 140: Warranty Determination and Quantity Check

Warranty Check

� An automatic check determines whether a warranty exists forcustomer-specific objects.

� You can use warranty information to make decisions about subsequentactions that need to be taken. For example you might want the system toautomatically create a return item if a warranty exists.

� The warranty check is based on:

� Maintained warranty conditions for the object or installed basecomponent

� Manually maintained delivery date

Check against original quantities for referenced documents.

� An automatic check prevents the entry of complaints for more products orservices than have actually been sold to a customer.

� For new complaint or return items, the system also displays the maximumquantity of a product or service that can be entered.

� You can define whether the user should get an error or information messagewhen increasing the maximum quantity displayed.

� Prerequisite is a reference to a service order, sales order, or billing document.



Figure 141: Investigation

This slide shows you the more detailed sequence of the manual investigationprocess:

� First of all, the customer creates a complaint with three complaint items forproduct A, product B, and product C. The system validates the complaintitems. In the example, the system approves the complaint item for product C,rejects the complaint item for product B, and determines that the complaintitem for product A has to be investigated manually.

� Only items with manual investigation status have to be processed and willbe forwarded to a researcher. The researcher is responsible for providingadditional information for manually investigating Product A, but is notallowed to approve an item. The analyst approves the manual investigationitem, based on information provided by the researcher.

� The approver then sets the final approval, which updates the status of thecomplaint item for Product A.

� The system determines the manual approval process and the partnersinvolved (researcher, analyst, approver) for complaint item product A.

� The system can use the automatic execution of business rules to automaticallydecline or release complaints or returns.. If the circumstances are unclearaccording to defined criteria, or if automatic processing should not takeplace for certain defined criteria, the document is transferred to a workflowfor investigations. The system determines the employees responsible andforwards the document to them.

� An investigation allows you to filter out critical documents such ascomplaints, returns, or used part returns, and process them at the research,analysis, and approval processing levels. The end result is that the documentsare approved or declined.



Return Material Authorization (RMA)

� RMA required for processing returns

Each return process requires:

� An authorization check for returning a sold product� A unique RMA number for the return delivery.

� Unique Numbering

� CRM complaints and returns create unique document numbers� Document number plus sub-item results in a unique RMA number� These numbers are replicated to the ERP system.

� Returns Authorization AttachmentAdditionally, a return authorization document can be created with data forthe physical return.

� This returns authorization is triggered by actions� It contains the physical quantity expected.

Return material authorization (RMA)

� Each return process requires: an authorization check for returning a soldproduct and a unique RMA number for the return delivery.

� Authorization checking is supported by a warranty check and a reference toan existing CRM sales order.

� The unique CRM complaint/return number, which is also available in SAPERP, supports the RMA number

� A returns authorization item that contains the data for the physical return iscreated for the returns request item.

� The number of the return or complaint, together with the number of thesub-item, results in the unique returns material authorization (RMA) number.

� The order quantity of the returns authorization item is determined as follows:The system copies the approved quantity from the returns request item intothe Quantity field of the returns authorization item. This quantity is the orderquantity, which you can change if necessary.

� Within a complaint with reference to a billing document, if the returnsauthorization item has an invoice correction, an invoice correction requestitem is also created as a sub-item for the returns authorization item.

� After releasing the returns authorization item and saving the document inSAP CRM, the returns authorization item is replicated to SAP ERP CentralComponent (SAP ERP) for the purpose of logistics processing.

� RMA action profile is RMA_ITEM which contains RETURN_ITEM_RMA(returns authorization attachment) creates item category RAIN.

� A scrapping authorization can also be created by a separate action.



Exercise 14: Complaints Processing andCustomizing

Exercise ObjectivesAfter completing this exercise, you will be able to:� Create and process a complaints documents� Analyze complaints customizing.

Business ExampleCustomers are complaining about products and services they received from ourcompany. You would like to create a complaints transaction to document theproblems.

In parallel you make yourself familiar with complaints customizing.

Task 1:Mr. Peter ##Finger of your customer ##Megastore informs you about a productproblem. A keyboard that was recently bought has a malfunction.

1. Create a complaint of type Complaint [CRMC] for your customer##Megastore with description ##Complaint, High priority and enter onepiece of product R-1130.

Which item category was determined for your complaint item?

2. Can you derive why the Requested End time in the complaint headerdetails is twelve hours in the future? Use a SAP GUI mode to analyze DateManagement Customizing.

3. Why does the field Net Value in the Assignment Block Complaint Detailscontain 0,00 USD although you can observe a value of USD 24,00 in theAssignment Block Items?

Hint: Check customizing settings on item category level. Go intothe Sales details!

4. Create a Credit Memo (sub�item) using an action button.

Hint: You have to mark the complaint line item in order to seepossible buttons!

Which item category was determined?




5. Optional:

Create a Quality Notification in ERP using the action functionality on theitem level.

6. Release and save your business transaction. Make a note of the businesstransaction number of your complaint.

Task 2:Create a billing document (Credit Memo) for your customer.

1. In the WebClient UI search for a Billing Due List item belonging to yourcomplaint which you created earlier.

You can use the field Transaction ID, Transaction Created By or Sold�ToParty ID as search criteria.

What is the Billing Status of your Billing Due List item?

2. Can you explain why this Status is set? Use a SAP GUI mode to analyzeCustomizing of billing item categories.

3. In the WebClient UI application release the Billing Block and observe thenew status.

Perform an Individual Billing and create a billing document. Which billingtype is relevant? Why?



Solution 14: Complaints Processing andCustomizingTask 1:Mr. Peter ##Finger of your customer ##Megastore informs you about a productproblem. A keyboard that was recently bought has a malfunction.

1. Create a complaint of type Complaint [CRMC] for your customer##Megastore with description ##Complaint, High priority and enter onepiece of product R-1130.


a) Choose Complaints & Returns.

Choose Create→ Complaint

Choose Transaction Type Description Complaints [CRMC].

Description: ##ComplaintSold�to Party: ##Megastore

Choose ENTER.


Priority: HighProduct: R�1130

Quantity: 1


The item category (description) is Complaints.




2. Can you derive why the Requested End time in the complaint headerdetails is twelve hours in the future? Use a SAP GUI mode to analyze DateManagement Customizing.

a) SAP Implementation Guide→ Customer Relationship Management→ Basic Functions→ Date Management→ Assign Date Profile toTransaction Type.

See the Details for Transaction Type CRMC [Complaints].

The technical id of the date profile assigned to this transaction type isZCOMPLAINT.

SAP Implementation Guide→ Customer Relationship Management→ Basic Functions→ Date Management→ Define Date Profile.

The date profile ZCOMPLAINT contains the durationZSRV_RF_DURA. In the details of it, the duration of 12 Hours ismaintained.

The date profile ZCOMPLAINT contains the data typeSRV_CUST_END which contains a date rule Complaints Rule(ZSRV_COMPL).

SAP Implementation Guide→ Customer Relationship Management→ Basic Functions→ Date Management→ Define Date Types,Duration Types and Date Rules.

Check the details of date rule ZSRV_COMPL (ComplaintsRule). Within the XML definition of this date rule, the durationZSRV_RF_DURA is used to calculate the date/time!




3. Why does the field Net Value in the Assignment Block Complaint Detailscontain 0,00 USD although you can observe a value of USD 24,00 in theAssignment Block Items?

Hint: Check customizing settings on item category level. Go intothe Sales details!

a) The reason for this behavior is a special pricing setting on item categorylevel (business transaction category Sales).

SAP Implementation Guide→ Customer Relationship Management→ Transactions→ Basic Settings→ Define Item Categories

Find and mark item category Complaints (= COMP).

In the structure tree on the left double�click Assignment of BusinessTransaction Categories.

Mark Sales.

In the structure tree on the left double�click Customizing Item.

In the Pricing Data section observe field Statist. Value.

The setting No cumulation � Values can be used statistically is thereason for the behavior.

4. Create a Credit Memo (sub�item) using an action button.

Hint: You have to mark the complaint line item in order to seepossible buttons!


a) In the Assignment Block Items choose Actions→ Edit.

Choose button Credit Memo.

Optionally you can go to Assignment Block Scheduled Actions andschedule a new action Credit Memo.

A second item (a sub�item) has be created via the action.


The item category (description) is Credit Memo.

5. Optional:




Create a Quality Notification in ERP using the action functionality on theitem level.

a) In the Assignment Block Items for your complaint item choose Actions→ Edit.

In the Assignment Block Scheduled Actions (Personalization!) choosebutton Schedule New Actions.

Mark the action Quality Notification and choose button Schedule.

Choose Back.

In the Assignment Block Scheduled Actions choose Actions→Execute.

Using the Back button go back to the complaint header data.

Check the Assignment Block Transaction History for the QualityNotification number.

6. Release and save your business transaction. Make a note of the businesstransaction number of your complaint.

a) Choose Status→ Released.

Save the complaint document.

Task 2:Create a billing document (Credit Memo) for your customer.

1. In the WebClient UI search for a Billing Due List item belonging to yourcomplaint which you created earlier.

You can use the field Transaction ID, Transaction Created By or Sold�ToParty ID as search criteria.


a) Choose Billing.


Transaction ID: <your complaint number>

Choose Search.


The Billing Status is Blocked.

Leave this browser session open.




2. Can you explain why this Status is set? Use a SAP GUI mode to analyzeCustomizing of billing item categories.

a) There are two kinds of billing blocks in SAP CRM. One can be setmanually in the document (e.g. open the complaint document, chooseAssignment Block Billing and observe button Block All Items).

The second billing block comes from a default setting in the billingitem category. This billing block is responsible for the status youobserved!

SAP Implementation Guide→ Customer Relationship Management→ Billing→ Item Category Determination→ Assign Item Categories.

Choose Application CRMB (CRM Billing).

Find the entries with Source Process Cat. CRMC [Complaint].

Use the value�help (F4) of field Source Item Category.

Item Category G2N has short description Credit Memo which wasdetermined in your complaint document (see previous exercise).

In this case, billing item category G2N is assigned / relevant.

SAP Implementation Guide→ Customer Relationship Management→ Billing→ Define Billing Item Categories

Choose Application CRMB (CRM Billing).

Find G2N and check the details.

The flag Billing Block is set!

Leave this screen open.

3. In the WebClient UI application release the Billing Block and observe thenew status.




Perform an Individual Billing and create a billing document. Which billingtype is relevant? Why?

a) In the WebClient UI mark you billing due list item and choose buttonRelease Billing Block.

The Billing Status changed to To Be Processed.

Perform an Individual Billing and create a billing document. Whichbilling type is relevant? Why?

Mark your billing due list item and choose button Individual Billing.

Billing Type Credit Memo has been determined. See customizing ofbilling item category G2N. The billing type G2 (=Credit Memo) isset as default billing type.


Choose button Save.



Lesson Summary

You should now be able to:� Describe the options for complaints handling� Describe the options for returns processing.



Lesson: Complaints and Returns Customizing

Lesson OverviewThis lesson introduces Complaints and Returns related customizing settings.


� Perform the customizing settings for complaints and returns.

Business ExampleYou would like to configure Complaints and Returns specific transaction typesand item categories. Since it is easily possible to trigger follow-up processes fromthose documents, you will focus on settings related to action processing.

Figure 142: Complaints and Returns: Customizing

The transaction types and item categories for complaints and repairs are predefinedas follows in the standard system:

� CRMC Complaint Transaction Type� COMP (Complaints) � this item category is used as the main item� L2N (Debit memo request) � this sub-item is triggered by an action� G2N (Credit memo request) - this sub-item is triggered by an action� TANN (Free of charge substitute delivery) � this sub-item is triggered by

an action� REN � (Returns request) � this sub-item is triggered by an action


CR700 Lesson: Complaints and Returns Customizing

The item category for the sub-items is determined by the transaction type, the itemcategory group (from the product master), the usage (from the action definition),and the main item category.

The item category usage can be a parameter within the details of an actiondefinition (or within the condition maintenance of actions).

Figure 143: Customizing Actions

In Action customizing, you can do the following:

� Create an action profile with action definitions� Define the attributes of the actions in the action definitions, such as the

processing time or whether the action may be changed in the document� Define conditions (schedule and start conditions) for action types� Assign the action profile to the relevant transaction type and item category

Action profiles COMPLAINT and COMPLAINT_ITEM are delivered by SAP. Ifthey do not meet your requirements, you can define your own actions.

COMPLAINT is assigned to transaction type CRMC for complaints,COMPLAINT_ITEM is assigned to item category COMP

A Wizard in Customizing helps you create action profiles and actions.

For the WebClient UI, you can define pushbuttons for each action within anaction profile.

� Customer Relationship Management → Transactions→ Settings forComplaints→ Define Pushbuttons for Actions.



Figure 144: Quality Notification Action Configuration

Quality notifications are created from the action containing the methodQM_NOTIFICATION. You set the initial value for the notification type which hasbeen set up in the SAP ERP system.

Other parameters that can be passed are: RFC_DEST and TEXT_ID.

Figure 145: Customizing for Reference Documents

IMG→ CRM→ Transactions→ Basic Settings→ Define Transaction Type

IMG→ CRM→ Transactions→ Settings for Complaints→ Integration→Transaction Referencing→ Business Add-Ins for Document Referencing



1 = Set the transaction type to be able to create with reference.

2 = Define object types for document referencing

3 = Assign business object type to transaction type.



Exercise 15: Complaints Customizing

Exercise ObjectivesAfter completing this exercise, you will be able to:� Create a new complaint transaction type� Create a subject profile for complaint reasons.� Create a categorization schema for complaints

Business ExampleFor statistical and other purposes you would like to be able to maintain categories(reasons for complaints) within your complaints documents.

Task 1:You would like to use the multilevel categorization feature within your complaintsdocuments. Therefore you have to prepare a corresponding subject profile. This isdone in several steps which are described in the following exercise.

Hint: SAP Implementation Guide→ Customer Relationship Management→ Basic Functions→ Catalogs, Codes and Profiles.

1. In Customizing define a code group and a few codes for catalog C1.

Use the following values for the code group:

Code Group: YCG##Description: ## Complaint Reason Code GroupStatus: Released

Use the following values for complaint reason codes:

Code: Y##ADescription: General ComplaintCod: Y##BDescription: Product ComplaintCode: Y##CDescription: Service Complaint




2. Define a new code group profile YCGP## (## Code Group Profile) forCatalog C1 and add your newly created code group YCG## to it.

3. Create a new subject profile YSP## (## Complaint Reasons) for subjectprofile category Service.

Add the code group profile YCGP## from Catalog Reason and assign Level1 to it.

Task 2:Create a new transaction type for complaints and adapt it so that it meets yourrequirements. After completing the necessary customizing steps, test you newtransaction type.

1. In Customizing create a new transaction type YC## (## Complaint) bycopying the standard entry CRMC and make the following settings.

Transaction Type: YC##Description (short): ## ComplaintDescription (long): ## Complaint

2. Assign your newly created subject profile to your newly created transactiontype.

3. Maintain item category determination and � for testing purposes � onlycreate one new entry which allows you to enter products with item categorygroup Complaint [ZCMP].

4. In the WebClient UI create a new complaint of type ## Complaint. Enterproduct R-1130 with quantity one and open the item details.

Are you able to maintain categories (�codes�)?

Task 3:Create a new categorization schema for the application Complaint and link it toyour newly created subject profile. Create three new categories on the first leveland link them to your complaint codes you created earlier.

1. In the WebClient UI (Service Operations) create a new CategorizationSchema. Enter the following data:




Schema ID: ##SCHEMAName: ## SchemaDescription: ## Schema for CategorizationValid�From Date: todayValid�From Time: some minutes in the future

In the Assignment Block Application Areas create a new entry and link thecategorization schema to Application ID Complaint and Subject Profile## Subject Profile.

In the Category Hierarchy on the left create three new entries on the firstlevel.

Category ID: ##CAT1Category Name: ## GeneralCategoryDescription:

## General Complaint

Subject Code: General Complaint

Repeat these steps two times in order to map the other to codes tocorresponding categories CAT2 and CAT3. Choose appropriate categorynames and descriptions.

After you have maintained three categories, go back to the details of thetop�level categorization schema.

Adapt the Valid�From Time if necessary, set the Status to Released andsave the schema.

2. In the WebClient UI create a new complaint of type ## Complaint. Enterproduct COMPLAINT and open the item details.




Solution 15: Complaints CustomizingTask 1:You would like to use the multilevel categorization feature within your complaintsdocuments. Therefore you have to prepare a corresponding subject profile. This isdone in several steps which are described in the following exercise.

Hint: SAP Implementation Guide→ Customer Relationship Management→ Basic Functions→ Catalogs, Codes and Profiles.

1. In Customizing define a code group and a few codes for catalog C1.



Use the following values for complaint reason codes:

Code: Y##ADescription: General ComplaintCod: Y##B




Description: Product ComplaintCode: Y##CDescription: Service Complaint

a) Architecture and Technology→ Configuration→ Customizing


SAP Implementation Guide→ Customer Relationship Management→ Basic Functions→ Catalogs, Codes and Profiles→ Define CodeGroups and Codes for Catalogs

In the pop up, enter C1 in the catalog field. Then continue.

Choose New Entries



Press Enter.

Choose your new code group. In the dialog structure on the left, doubleclick Codes.

Choose New Entries

Use the following values for two new damage codes:

Code: Y##ADescription: General ComplaintCode: Y##BDescription: Product ComplaintCode: Y##CDescription: Service Complaint

Save your entries.




2. Define a new code group profile YCGP## (## Code Group Profile) forCatalog C1 and add your newly created code group YCG## to it.

a) SAP Implementation Guide→ Customer Relationship Management→ Basic Functions→ Catalogs, Codes and Profiles→ Define CodeGroups Profiles

Mark Catalog C1.

In the dialog structure on the left, double click on Definition of CodeGroups Profile.

New Entries

Use the following values for your code group profile:

Code groupprofile:

YCGPC##

CodeGroup profiletext:

## Code Group Profile

Press Enter.

Choose your newly created code group profile. In the dialog structureon the left, double click on Code Groups for Profile.

New Entries

Include your newly created code group YCG##.

Save your entries.

3. Create a new subject profile YSP## (## Complaint Reasons) for subjectprofile category Service.




Add the code group profile YCGP## from Catalog Reason and assign Level1 to it.

a) SAP Implementation Guide→ Customer Relationship Management→ Basic Functions→ Catalogs, Codes and Profiles→ DefineSubject Profiles

New Entries

Use the following values for your subject profile:

Subject Profile: YSP##Subject ProfileCategory:

Service

Text: ## Complaint Profile

Choose your newly created subject profile. In the dialog structure onthe left, double click on Code Group Profile for Subject Profile.

New Entries

Use the following values:

Catalog Reason (C1)Code GroupProfile

YCGPC##

Level Level 1

Save your entry.

Task 2:Create a new transaction type for complaints and adapt it so that it meets yourrequirements. After completing the necessary customizing steps, test you newtransaction type.

1. In Customizing create a new transaction type YC## (## Complaint) bycopying the standard entry CRMC and make the following settings.




Transaction Type: YC##Description (short): ## ComplaintDescription (long): ## Complaint

a) SAP Implementation Guide→ Customer Relationship Management→ Transactions→ Basic Settings→ Define Transaction Types

Find and mark entry CRMC and press Copy As�.

Enter the data given in the exercise.

Choose ENTER and confirm the Pop�Up.

2. Assign your newly created subject profile to your newly created transactiontype.

a) In the dialog structure on the left, double click on Assignment ofBusiness Transaction Categories.


In the dialog structure on the left, double click on Customizing header.

Subject Profile YSP##

Save your entries.

3. Maintain item category determination and � for testing purposes � onlycreate one new entry which allows you to enter products with item categorygroup Complaint [ZCMP].


Choose New Entries.

Transaction Type: YC##Item Cat. Group: Complaint(ZCMP)Item Category: Complaint Item[ZCOM]

Choose Enter.

Save your settings

4. In the WebClient UI create a new complaint of type ## Complaint. Enterproduct R-1130 with quantity one and open the item details.





a) Start the WebClient UI.

In the navigation bar choose Complaints & Returns.

Choose Create→ Complaint.

Choose transaction type description ## Complaint and enter thefollowing:

Description: ## Complaint TestSold�To Party: ##MegastoreProduct ID: ComplaintQuantity 1 (PC)

Choose Actions→ Edit ( ).


No, all Category fields are inactive.

Task 3:Create a new categorization schema for the application Complaint and link it toyour newly created subject profile. Create three new categories on the first leveland link them to your complaint codes you created earlier.

1. In the WebClient UI (Service Operations) create a new CategorizationSchema. Enter the following data:

Schema ID: ##SCHEMAName: ## SchemaDescription: ## Schema for CategorizationValid�From Date: todayValid�From Time: some minutes in the future

In the Assignment Block Application Areas create a new entry and link thecategorization schema to Application ID Complaint and Subject Profile## Subject Profile.

In the Category Hierarchy on the left create three new entries on the firstlevel.







Repeat these steps two times in order to map the other to codes tocorresponding categories CAT2 and CAT3. Choose appropriate categorynames and descriptions.

After you have maintained three categories, go back to the details of thetop�level categorization schema.

Adapt the Valid�From Time if necessary, set the Status to Released andsave the schema.

a) In the navigation bar choose Service Operations.

Choose Create→ Categorization Schema.

Schema ID: ##SCHEMAName: ## SchemaDescription: ## Schema for CategorizationValid-From Date: !!! today !!!Valid-From Time: some minutes in the future

In the Assignment Block Application Areas create a new entry andlink the categorization schema to Application ID Complaint andSubject Profile ## Subject Profile.

In the Assignment Block Application Areas choose New.

Application ID: ComplaintParameter: Subject ProfileValue: ## Complaint Profile

In the Category Hierarchy on the left create three new entries on thefirst level.

Choose New.







In the structure tree mark the top level (schema level).

Choose New.

Category ID: ##CAT2Category Name: ## ProductCategoryDescription:

## Product Complaint

Subject Code: Product Complaint

In the structure tree mark the first level (schema level).

Choose New.

Category ID: ##CAT3Category Name: ## ServiceCategoryDescription:

## Service Complaint

Subject Code: Service Complaint

After you have maintained three categories, go back to the details ofthe top�level categorization schema.

In the structure tree mark the first level (schema level).

Adapt the Valid�From Time if necessary, set the Status to Releasedand save the schema.

Valid�From Time: two minutes from nowStatus: Released

Choose Save.

2. In the WebClient UI create a new complaint of type ## Complaint. Enterproduct COMPLAINT and open the item details.





a) Start the WebClient UI.

In the navigation bar choose Complaints & Returns.

Choose Create→ Complaint.

Choose transaction type description ## Complaint and enter thefollowing:

Description: ## Complaint TestSold�To Party: ##MegastoreProduct ID: ComplaintQuantity 1 (PC)

Choose Actions→ Edit.


Yes, now you should be able to maintain a category on first level.



Lesson Summary

You should now be able to:� Perform the customizing settings for complaints and returns.


Unit Summary CR700

Unit SummaryYou should now be able to:� Describe the options for complaints handling� Describe the options for returns processing.� Perform the customizing settings for complaints and returns.


Unit 7In-House Repair

Unit OverviewThis unit gives an overview of the In-House Repair scenario in SAP CRM. Thestandard In-House Repair order features are introduced.


� Describe the options for in-house repair processing� Create and manage an in-house repair order.� Understand the customizing settings for In-House Repair.

Unit ContentsLesson: In-House Repair Processing ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .326

Exercise 16: In-House Repair Processing .. . . . . . . . . . . . . . . . . . . . . . . . . . . . .337Lesson: In-House Repair Customizing.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .353

Exercise 17: In-House Repair Customizing... . . . . . . . . . . . . . . . . . . . . . . . . . .355


Unit 7: In-House Repair CR700

Lesson: In-House Repair Processing

Lesson Overview


� Describe the options for in-house repair processing� Create and manage an in-house repair order.

Business ExampleYou would like to use the CRM In-House Repair order to manage a repair process.Therefore you analyze the options with the CRM In-House Repair document.

Figure 146: In-House Repair: Order Structure

The in-house repair order is integrated with service processes and salestransactions. This means you can create in-house repair orders as follow-uptransactions and thereby transfer the data from each preceding transaction.


CR700 Lesson: In-House Repair Processing

Figure 147: In-House Repair

Main Item Data

� Contains information that is valid for specific in-house repair order item only(for example, the product to be repaired, quantity, status, defect description,counter reading ...)

Sub-item Data

� Contains information that is valid for the superior main item only (forexample, required repair steps, required service parts, delivery requests forloaner issues, scrapping, )

� Sub-items can be created by triggering actions manually or by the system.



Figure 148: In-House Repair: Request

Repairs can be reported via Interaction Center or Web Channel (Internet CustomerSelf-Service).

Based on the repair request item, a return request item can be created via anappropriate action. This subitem triggers data exchange with SAP ERP.

The customer is allocated a unique returns material authorization (RMA) numberwhich he or she can use to send the product in for repair.

Figure 149: In-House Repair: Goods Receipt



When the return delivery is received in the service center, the warehouse clerkwould search for the corresponding ERP order which matches the RMA numbergiven and create a return delivery with reference.

The ability to create this delivery is controlled by the item category customizing ofthe return request item.

The returned item will be posted into order-specific stock.

Figure 150: In-House Repair: Diagnosis

The creation of a diagnosis item shows that the defective part should be inspectedafter the returns delivery.

After the returns delivery is received and the technical analysis (diagnosis) isperformed, you can document the result as follows:

By filling in an HTML page that is available for the diagnosis item in assignmentblock Questionnaires. You can tailor the HTML page to your needs.

� SAP Implementation Guide→ Customer Relationship Management→Transactions→ Settings for Complaints→ Questionnaire for Complaints→ Define Questionnaires.

� SAP Implementation Guide→ Customer Relationship Management→Transactions→ Settings for Complaints→ Questionnaire for Complaints→Define Determination for Questionnaires.



Figure 151: In-House Repair: Repair Step Planning

Relevant service contract information is visible from in-house repair order itemreferring to service contract.

The system determines the prices for each repair item.

The different factors influencing pricing can include:

� Service parts and services included in the warranty� Customer-specific prices (discount)� Service contract-specific price agreements.

Using Multi-Level Categorization you can enter reasons (codes).

Figure 152: In-House Repair: Quotation



Accept quotation items:

� The status of quotation items can be converted from Quotation→ Quotationaccepted.

� The service representative can start the repair.

Decline quotation items:

� The status of quotation items can be converted from Quotation→ Quotationdeclined .

� The system should

� Create the outbound delivery to return the not repaired product� Cancel the created spare part reservation in ERP.

Figure 153: In-House Repair: Confirmation

The service representative can differentiate between:

� Normal working hours and overtime (valuation type)� Experienced and not experienced working time (service type)� Warranty or free of charge items (accounting indicator)

Spare part items:

� The system determines the correct in-house repair storage location.� Each spare part item updates the determined in-house repair stock and the

existing reservation.



Repair step items:

� Each time confirmation updates the Cross Application Time Sheet (CATS) inERP and at least the assigned controlling object.

Figure 154: In-House Repair: Delivery of Repaired Product

When the part is completely repaired, the sub-item Return Repaired Product willcontrol the ability to create an outbound delivery to the customer. This item is asub-item of the Repair Request item.

The Return Repaired Product item is replicated to the ERP system where theoutbound delivery process is handled.

Figure 155: In-House Repair: Basic Functions



Reference Objects

� You can provide additional information about the product that is the subjectof the repair by entering a reference to objects. The reference object can alsobe assigned at header level of the in-house repair order. Information aboutthe relationship between a product and an Installed Base enables you, forexample, to analyze In-house repair orders to identify problems that dependon the Installed Base in which a product is installed.

Contract determination

� Automatic check for valid service contracts from in-house repair orderprocessing, based on

� Business partner, validity period, object list� Product list and value/quantity limits

� A service contract assignment affects the calculation of the delivery datesbased on agreed SLA and In-house repair order pricing.

Warranty determination

� An automatic check determines whether a warranty exists for thecustomer-specific objects. This information can be used to make decisionswhich subsequent actions have to be taken. For example, if a warranty exists,the system should not create any invoices for the repair.

� The warranty check is based on

� Maintained warranty conditions for the individual object or installedbase component

� Manually maintained reference date� If a warranty exists, the system will copy the warranty data into all sub-items.

Return Material Authorization

� The unique CRM in-house repair order number, which is also available inthe ERPsystem, supports the unique RMA number

� The customer receives an Return Material Authorization number, which isused to uniquely identify the shipment.



Figure 156: In-House Repair: Additional Functionality

Amount Allocation

� You can use amount allocation to allocate the value of a billing document, orthe value of individual items in a service order to several invoice recipients orpayers. You can make this allocation in the order or in the confirmation, or inthe amount allocation document itself, whereby allocation to the respectivefollow-up document is copied as a default value but can still be changed.

Templates

� Templates are predefined repair steps (services and service parts, includingdefault quantities).

� Templates can be selected as sub-items during in-house repair order creation.

Product Proposal

� Depending on settings within action customizing, product proposals can begenerated and selected as sub-items during in-house repair order creation.

� The system determines the assigned services based on the product to berepaired, and offers a list where the user can select the required repair steps.

Figure 157: In-House Repair: Logistics Integration



Availability Information

� The user can see ATP information for all selected spare part items againstthe ERP system.

� The delivers the available quantity and earliest availability date. Thisinformation is based on the ERP settings.

� After saving the In-house repair order, the ATP information is deleted.� The relevant ATP plant for In-house repair orders is defined in Customizing.

Reservation

� After saving the in-house repair order, the system creates an ERP reservationin the in-house repair service plant for all spare part items.

� These demands can now trigger the purchasing processing.� A spare part confirmation updates the existing reservation and stock in ERP.

Loan Device Handling

� For each repair item, you have the option of sending a loan device to yourcustomer, thereby bridging long repair times. The repair order managesthe loan devices.

Delivery-relevant Sub-items

� All delivery-relevant sub-items are replicated into ERP sales order items.

A delivery is created for each item and the goods receipt for inbound deliveriesand a good issue for outbound deliveries is posted.



Exercise 16: In-House Repair Processing

Exercise ObjectivesAfter completing this exercise, you will be able to:� Create and manage an in-house repair order.

Business ExampleIn-House Repair, processing provides you with a wide range of functions formanaging all the necessary activities, which repairing goods for a customerentails, from registering the repair request from the customer through to billingthe customer for the services performed. The process is fully integrated into SAPERP logistics.

In this exercise, the service department receives a repair request from a customer.The customer sends a notebook with bad display to the service department forrepair. After the product sent in for repair is received, a service technicianperforms a technical analysis and enters the inspection result.

The service technician plans the necessary repair services and spare parts. Aftercompletion of the repair, the technician reports working time and material used.

The repaired product is returned to the customer and a return delivery of the loandevices is triggered.

Task 1:The customer informs you that he has a notebook with bad display (horizontallines in the display) that he would like you to repair. You record the details ofthe customer's repair request (reference object; kind of damage) as the mainitem in a repair order. You create a return item which shows that an inbounddelivery is expected for the notebook. The unique RMA number (Return MaterialAuthorization) is made up of the unique number of the In-house repair order andthe item number of the returns item. The customer uses the RMA number tosend the defective product in for repair.

1. Create an in-house repair order of type In-House Repair for your customer##Megastore with a description ##Repair Order. Mark the priority asVery high.

2. Enter the product HT-1011 the customer wishes to return and to inspect.

If the system proposes the assignment of a service contract, choose Noassignment.

What is the item category determined for this line item?

_______________________________




3. Where would you be able to enter serial number information for the defectiveproduct?

4. Within the items details execute the action Send in repairs via a predefinedbutton.

The system creates a sub-item which then triggers the creation of a returndocument in ERP.

What is the item category determined for the new line item?

______________________________

5. Release all items and save your transaction

Note the transaction number.

_______________________________

6. Check the Transaction History for successful data transfer into ERP.

Task 2:The notebook arrives at your service plant. In ERP create an inbound delivery,post goods receipt and check the stock overview.

1. In ERP create an (inbound) delivery of type LR (Returns delivery).

SAP Menu: Logistics → Sales and Distribution → Shipping andTransportation→ Outbound Delivery→ Create→ Single Document→With Reference to Sales Order [/nvl01n]

Shipping point: 3800Order: Today�s dateSelection date: <Your transaction number>Delivery Type: LR

Afterwards post goods receipt.

Note the Return delivery number.

_______________________

2. Check the stock overview for material HT-1011 in plant 3800. What doyou observe?

SAP Menu → Logistics → Materials Management → InventoryManagement→ Environment→ Stock→ Stock Overview [/nmmbe]




Task 3:After the notebook was received, a service representative performs a technicalanalysis and enters the inspection results. He/she decides what actions need to betaken to fulfill the customer's repair request. The actions, which need to be takenas a result of the technical check, are recorded as sub-items of the diagnosis item.

1. Within the item details of your CRM repair request item create a diagnosisitem.

What is the item category determined for this new line item?

__________________

In the details of the diagnosis item fill out the Inspection Report(Questionnaire!). Mention that the product can be repaired.

2. In our example, the technician decides to perform a repair using a serviceand a service part item. Trigger the action Repairs + Spare Parts for yourDiagnosis line item. Since product proposals are maintained, chooseSRV2_9 for the service product and HT�1069 as service part material.

3. Release all items and save your transaction.

Task 4:After completion of the repair, the service technician reports the working timeand the material he used.

1. Open your existing in-house repair order to create a follow-up serviceconfirmation of type Confirmation.

Only the diagnosis, the service and the service part items are confirmationrelevant!

Copy these three items to the confirmation and change the executing serviceemployee to Lou Windham (400440).

2. Complete and save the confirmation.

Task 5:In your CRM in-house repair order create a new sub-item to trigger the returndelivery of the repaired notebook.

1. Open your in-house repair order and go to the item details of the Return forRepair line item. Schedule the Delivery: Repair action. It will be executedautomatically!

The system creates a new item line that triggers the return delivery of therepaired notebook.

Release and save the in-house repair order.Continued on next page



2. What is the item category of the newly created item?

_______________________

Task 6:The notebook has to be returned to the customer. When you post goods issue forthe delivery, the stock is adjusted accordingly.

1. In ERP create an Outbound Delivery of type LF (Delivery) for the repairedproduct.

Shipping Point: 3800Selection date: Today�s dateOrder: Your transaction number

Choose Enter.

Create a transfer order.

Choose Subsequent Functions→ Create Transfer Order.

In the dialog box, choose Yes.

Enter the followingdata:Warehouse Number: 038

Delivery: Leave as defaultForeground/Back-ground:

Background

Adopt Pick Quantity: 2

Choose Enter.

Save.

2. Check the stock overview for material HT-1011 in plant 3800.

The sales order stock for the in-house-repair has been reduced accordingly.Depending on the initial stock situation in the demo system, it might be thatno sales order stock appears at all.




Task 7:Optional

For the service confirmation including three billing-relevant items, create a billingdocument in SAP CRM.

1. Find the service confirmation in the Billing Due List.

2. Before creating the billing document, add an Absolute Discount of USD20.00 for the billing document item referring to the diagnosis item.



Solution 16: In-House Repair ProcessingTask 1:The customer informs you that he has a notebook with bad display (horizontallines in the display) that he would like you to repair. You record the details ofthe customer's repair request (reference object; kind of damage) as the mainitem in a repair order. You create a return item which shows that an inbounddelivery is expected for the notebook. The unique RMA number (Return MaterialAuthorization) is made up of the unique number of the In-house repair order andthe item number of the returns item. The customer uses the RMA number tosend the defective product in for repair.

1. Create an in-house repair order of type In-House Repair for your customer##Megastore with a description ##Repair Order. Mark the priority asVery high.

a) In the navigation bar choose Complaints & Returns.

Choose Create→ In-House Repair.

Choose Transaction Type Description In-House Repair.

Description: ##Repair OrderSold�To Party: ##Megastore

Choose ENTER.

Choose contact personMr. Peter ##Finger.

2. Enter the product HT-1011 the customer wishes to return and to inspect.

If the system proposes the assignment of a service contract, choose Noassignment.





_______________________________

a)

Product�ID: HT�1011Quantity: 1 (PC)

If the system proposes the assignment of a service contract, chooseNo assignment.


The item category is Repair Request.

3. Where would you be able to enter serial number information for the defectiveproduct?

a) Choose Actions→ Edit to get to the item details.

In the Assignment Block Reference Objects you are able to enter aserial number. If necessary personalize the content of this AssignmentBlock.

4. Within the items details execute the action Send in repairs via a predefinedbutton.

The system creates a sub-item which then triggers the creation of a returndocument in ERP.


______________________________

a) Scroll to the top and observe the available buttons.

Choose the button Send in repairs.

The system creates a sub-item which then triggers the creation of areturn document in ERP.

Choose Back.

A second line item (Item No. 1100) has been created.


The item category is Return for Repair.

5. Release all items and save your transaction





_______________________________

a) Choose Status→ Released.

Choose Save.


6. Check the Transaction History for successful data transfer into ERP.

a) Open the Assignment Block Transaction History.

If necessary go to the Assignment Block In-House Repair Detailsand choose Edit.

A refresh of the transaction history is triggered.

Task 2:The notebook arrives at your service plant. In ERP create an inbound delivery,post goods receipt and check the stock overview.

1. In ERP create an (inbound) delivery of type LR (Returns delivery).

SAP Menu: Logistics → Sales and Distribution → Shipping andTransportation→ Outbound Delivery→ Create→ Single Document→With Reference to Sales Order [/nvl01n]

Shipping point: 3800Order: Today�s dateSelection date: <Your transaction number>Delivery Type: LR

Afterwards post goods receipt.

Note the Return delivery number.

_______________________

a) Choose ENTER.

Choose button Post Goods Receipt.

Note the Return delivery number:

2. Check the stock overview for material HT-1011 in plant 3800. What doyou observe?




SAP Menu → Logistics → Materials Management → InventoryManagement→ Environment→ Stock→ Stock Overview [/nmmbe]

a)

Material: HT�1011Plant: 3800

Choose Execute (F8).

Double-click the line Sales Order Stock.

A sales document with your number should be in the list.

Task 3:After the notebook was received, a service representative performs a technicalanalysis and enters the inspection results. He/she decides what actions need to betaken to fulfill the customer's repair request. The actions, which need to be takenas a result of the technical check, are recorded as sub-items of the diagnosis item.

1. Within the item details of your CRM repair request item create a diagnosisitem.


__________________





a) Choose Actions→ Edit to get to the item details of the repair requestitem.

Choose button Diagnosis.

Choose Back.


The item category is Diagnosis Item.


Choose Actions→ Edit to get to the item details of the diagnosis item.

Open the Assignment Block Questionnaire.

Choose Actions→ Edit to edit the Inspection Report.

Fill out the report and choose Save at the bottom of the report page.

Choose Back (to go to the item details).

Choose Back to go to the header details.

2. In our example, the technician decides to perform a repair using a serviceand a service part item. Trigger the action Repairs + Spare Parts for yourDiagnosis line item. Since product proposals are maintained, chooseSRV2_9 for the service product and HT�1069 as service part material.

a) You should be in the header details of the repair order.

Mark the diagnosis item.

Choose More→ Repair + Parts

Choose SRV2_9.

Choose HT-1069.

3. Release all items and save your transaction.

a) In the header details choose Edit.

Choose Status→ Released.

Choose Save.




Task 4:After completion of the repair, the service technician reports the working timeand the material he used.

1. Open your existing in-house repair order to create a follow-up serviceconfirmation of type Confirmation.

Only the diagnosis, the service and the service part items are confirmationrelevant!

Copy these three items to the confirmation and change the executing serviceemployee to Lou Windham (400440).

a) Choose button Create Follow-Up.

Choose Service Confirmation (Confirmation).

Only the diagnosis, the service and the service part items areconfirmation relevant!

Copy these three items to the confirmation and change the executingservice employee to Lou Windham (400440).

Mark the three items that can be copied.

Choose Choose.

Executing ServiceEmployee:

Lou Windham.

2. Complete and save the confirmation.

a) Choose Status→ Completed.

Choose Save.

Task 5:In your CRM in-house repair order create a new sub-item to trigger the returndelivery of the repaired notebook.

1. Open your in-house repair order and go to the item details of the Return forRepair line item. Schedule the Delivery: Repair action. It will be executedautomatically!

The system creates a new item line that triggers the return delivery of therepaired notebook.




Release and save the in-house repair order.

a) Choose Actions→ Edit to get to the item details of the Return forRepair item.

Open the Assignment Block Scheduled Actions.

Choose the button Schedule New Actions.

Mark the action Delivery: Repair.

Choose the button Schedule.

The system creates a new item line that triggers the return deliveryof the repaired notebook.

Choose Back.

Choose Back.

Release and save the in�house repair order.

Choose Status→ Released.

Choose Save.

The system now transfers the new line item into the replicatedsales order of the ERP system.

2. What is the item category of the newly created item?

_______________________

a) The item category is Repaired Goods Del.

Task 6:The notebook has to be returned to the customer. When you post goods issue forthe delivery, the stock is adjusted accordingly.

1. In ERP create an Outbound Delivery of type LF (Delivery) for the repairedproduct.

Shipping Point: 3800Selection date: Today�s dateOrder: Your transaction number

Choose Enter.



In the dialog box, choose Yes.Continued on next page



Enter the followingdata:Warehouse Number: 038


Background

Adopt Pick Quantity: 2

Choose Enter.

Save.

a) SAP Menu: Logistics→ Sales and Distribution→ Shipping andTransportation→ Outbound Delivery→ Create→ Single Document→ With Reference to Sales Order [/nvl01n]

Shipping Point: 3800Selection date: Today�s dateDelivery Type: LFOrder: Your transaction number

Choose Enter.



In the dialog box, choose Yes.

Enter the followingdata:WarehouseNumber:

038


Background

Adopt PickQuantity:

2 (this will also trigger the posting of goodsissue!)

Choose Enter.

2. Check the stock overview for material HT-1011 in plant 3800.




The sales order stock for the in-house-repair has been reduced accordingly.Depending on the initial stock situation in the demo system, it might be thatno sales order stock appears at all.

a) SAP Menu: Logistics→ Materials Management→ InventoryManagement→ Environment→ Stock→ Stock Overview [/nmmbe]

Material: HT-1011Plant: 3800

Choose Execute (F8).

The sales order stock has changed. Your sales order is not in the listsince you posted the goods issue when creating the transfer order.

Task 7:Optional

For the service confirmation including three billing-relevant items, create a billingdocument in SAP CRM.

1. Find the service confirmation in the Billing Due List.

a) Choose Billing.


Search for the entry that corresponds to your service confirmation.

Transaction ID: <your confirmation number>

Choose Search.

Your confirmation number should appear.




2. Before creating the billing document, add an Absolute Discount of USD20.00 for the billing document item referring to the diagnosis item.

a) Mark the line item and choose Individual Billing.

Choose Continue.

Use the hyperlink of the temporary billing document ID to navigateto the billing document.

Use the hyperlink of the item number (e.g. 10) corresponding to thediagnosis line item.

In the Assignment Block Price Conditions choose Edit List.

Choose New.

Price Element: Absolute DiscountAmount: 20�Currency: USD

Choose Back (four times).

Choose Save to save the billing document.



Lesson Summary

You should now be able to:� Describe the options for in-house repair processing� Create and manage an in-house repair order.


CR700 Lesson: In-House Repair Customizing

Lesson: In-House Repair Customizing

Lesson Overview


� Understand the customizing settings for In-House Repair.

Business ExampleYou would like to get an overview of In-House Repair order related customizing.

Figure 158: In-House Repair: Customizing

The item category for the subitems is determined by the transaction type, theitem category group (from the product master), the usage (often from the actiondefinition), and the main item category.



In-House Repair: ERP Relevant Actions

� Create Send in Repairs

� SAP ERP return request is created for goods receipt processing.� Create Repaired goods delivery

� A SAP ERP delivery document is created and managed in the deliverylist to return the repaired product to the customer.

� Create Replacement (Loan Device Delivery)

� A SAP ERP delivery document is created and managed in the deliverylist to send a loan device to the customer.

� Create Temporary Replacement Collection (Loan Device Pick-Up)

� A SAP ERP delivery document is created and managed in the deliverylist to pick up the loan device from the customer.

� Create Scrapping

� A SAP ERP goods issue is triggered to update the in-house repairorder stock.

Actions

� Flexible definition of actions (standard and customer-specific actions)� Representation of recurring process steps� Assignment of actions at header, item or sub-item level� Standard actions are used to create sub-items� Two types of sub-item exist:

� SAP ERP relevant sub-itemsCreate an SAP ERP documentTrigger follow-up processes like inbound delivery processing oroutbound delivery processing

� CRM relevant sub-itemsCan be used for additional CRM processes like resource planning orconfirmations

� Manually triggered by user OR automatically triggered by planning andstart conditions.



Exercise 17: In-House Repair Customizing

Exercise ObjectivesAfter completing this exercise, you will be able to:� Analyze relevant item categories within the In-House Repair order� Analyze relevant action profiles and action definition used within SAP

Repair order processing.

Business ExampleFor a better understanding of the standard SAP Repair order, you would like toknow how the standard actions within the repair order together with item categorydetermination work together.

Task:Review the customizing settings for the in-house repair orders.

1. Review the item category determination for the SAP Repair Order. Whatitem category is determined when an item with item category group Standaditem (NORM) is entered on an REPA transaction?

_____________________________

2. What action profile is assigned to this item category?

_____________________________

3. Review the action profile to determine which actions are available on arepair request item.

______________________________

______________________________

4. What controls that the action REPAIR_RETURN can be triggered manuallyin the repair order?

______________________________________________________________

5. When the REPAIR_RETURN action is triggered, which entry will be used todetermine the item category for a standard item? Why?

______________________________________________________________

______________________________________________________________

6. What action profile is attached to this item category?

______________________________________________________________




7. What action is available in that action profile? When will this action beinvoked?

______________________________________________________________

______________________________________________________________

8. When the item is sent in by the customer, the service technician will lookover the item to see what repairs need to be done. The standard action usedis REPAIR_DIAGNOSIS.

What item category determination entry is used in this case for our standarditem?

______________________________________________________________

9. What action profile is used by this diagnosis item category?

______________________________________________________________

10. What types of actions are possible in this action profile?

______________________________________________________________

______________________________________________________________



Solution 17: In-House Repair CustomizingTask:Review the customizing settings for the in-house repair orders.

1. Review the item category determination for the SAP Repair Order. Whatitem category is determined when an item with item category group Standaditem (NORM) is entered on an REPA transaction?

_____________________________

a) Architecture and Technology→ Configuration→ Customizing(SPRO)


SAP Implementation Guide→ Customer Relationship Management→ Transactions → Basic Settings → Define Item CategoryDetermination

Use the Position button to find the entry.

Transaction type: REPAItem CategoryGroup:

NORM

The item category determined is RREQ.

2. What action profile is assigned to this item category?

_____________________________

a) SAP Implementation Guide→ Customer Relationship Management→ Transactions→ Basic Settings→ Define Item Categories

Use the Position button.

Item Category: RREQ

The action profile used is Repair Request (REPAIR_REQUEST).

3. Review the action profile to determine which actions are available on arepair request item.

______________________________




______________________________

a) SAP Implementation Guide→ Customer Relationship Management→ Basic Functions→ Actions→ Actions in Transaction→ ChangeActions and Conditions→ Define Action Profiles and Actions

Use the Position button

Action Profile: REPAIR_REQUEST

Mark the line with REPAIR_REQUEST and choose Action Definitionin the Dialog structure on the left.

There are two actions: REPAIR_DIAGNOSIS and REPAIR_RETURN.

4. What controls that the action REPAIR_RETURN can be triggered manuallyin the repair order?

______________________________________________________________

a) Mark the REPAIR_RETURN action and choose Details.

The settings �Immediate Processing� and the checkboxes Executablein Dialog and Display in Toolbox allow the action to be available andmanually triggered.

5. When the REPAIR_RETURN action is triggered, which entry will be used todetermine the item category for a standard item? Why?

______________________________________________________________




______________________________________________________________


Use the position button to find the entry.


NORM

Item CategoryUsage:

RSUB

Main ItemCategory:

RREQ

Hint: The item category group NORM is derived from theproduct HT-1011.

The item category usage RSUB is derived from the actiondefinition (coding within method!).

The item category RSUB is determined.

6. What action profile is attached to this item category?

______________________________________________________________


Use the position button

Item Category: RSUB

The action profile used is Return for Repair (REPAIR_RETURN).

7. What action is available in that action profile? When will this action beinvoked?

______________________________________________________________




______________________________________________________________



Action Profile: REPAIR_RETURN

Mark the line with REPAIR_RETURN and choose Action Definitionin the Dialog structure on the left.

There are is one action: REPAIR_RETURN_DELIVERY.

This action will be used to return the item to the customer when therepair is finished.

8. When the item is sent in by the customer, the service technician will lookover the item to see what repairs need to be done. The standard action usedis REPAIR_DIAGNOSIS.

What item category determination entry is used in this case for our standarditem?




______________________________________________________________


Use the position button to find the entry.


SRVP

Item CategoryUsage:

DGNS

Main ItemCategory:

RREQ

Item category DGNS is determined.

Hint: Check the details of the action definition by choosingIMG activityDefine Conditions and your action profile.

Check the Processing Details and check the processingparameters.

The item category group SRVP is derived of the serviceproduct SRV_DIAGNOSIS which is added via the action.

Also item category usage DGNS is added via this action.

SAP Implementation Guide→ Customer Relationship Management→ Basic Functions→ Actions→ Actions in Transaction→ChangeActions and Conditions→ Define Conditions

(Action profile Repair Request; action Diagnosis; Processing Detailstab!)

9. What action profile is used by this diagnosis item category?




______________________________________________________________



Item Category: DGNS

The action profile used is Repair: Result of Diagnosis (Item)(REPAIR_DIAGNOSIS_RESULT_ITEM).

10. What types of actions are possible in this action profile?

______________________________________________________________

______________________________________________________________



Action Profile: REPAIR_DIAGNOSIS_RESULT_ITEM

Mark the line with REPAIR_DIAGNOSIS_RESULT_ITEM andchoose Action Definition in the Dialog structure on the left.

There are five actions: two for repair, two for temporary replacements,and one for scrapping the item.



Lesson Summary

You should now be able to:� Understand the customizing settings for In-House Repair.


Unit Summary CR700

Unit SummaryYou should now be able to:� Describe the options for in-house repair processing� Create and manage an in-house repair order.� Understand the customizing settings for In-House Repair.


Unit 8Warranty Claims

Unit OverviewThis unit introduces Warranty Claim processing. Starting with service orders,confirmations or complaints it is possible to automatically create follow-upwarranty claims which then can be transferred to a vender. The vender thendecides whether he is granting a vender warranty including flat rate payments.


� Explain the effect of both customer and vendor warranties on serviceprocessing

� Create a warranty claim for service and parts covered by a vendor warranty.� Perform customizing settings for warranty.

Unit ContentsLesson: Warranty Claims Processing ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .366

Exercise 18: Warranty Claim Processing .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .373Lesson: Warranty Claims Customizing .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .388


Unit 8: Warranty Claims CR700

Lesson: Warranty Claims Processing

Lesson OverviewThis lesson introduces warranty claim processing.


� Explain the effect of both customer and vendor warranties on serviceprocessing

� Create a warranty claim for service and parts covered by a vendor warranty.

Business ExampleYou service customers who sometimes complain about defective products. Sincethe problem can be caused by your vender, you would like to use warranty claimdocuments in order to communicate with your vender.

Figure 159: Warranty Claims


CR700 Lesson: Warranty Claims Processing

A Warranty Claim is an entitlement that a dealer has in relation to a productof a supplier or manufacturer (the reimburser). The Warranty Claim is usedto represent the entire Warranty process from creating a Warranty Claim, thetechnical analysis and relevant follow-up process steps, through to the statisticalevaluation. Some of the relevant follow up processes can be

� Dealer returns the defective products� Dealer sends invoice to vendor with reference to warranty claim� Dealer gets a substitute delivery

The warranty claim processing component provides:

� Integration of service order and warranty claim in CRM using the same datamodel (Business Transaction Concept).

� High-performance routine for checking warranty claims, allowing most ofthe claims to be checked automatically.

� User interface for processing warranty claims manually.� Data administration and an interface for communicating with the reimbursers.

Figure 160: Warranty Claim Processing



Figure 161: Warranty Claim Creation

Prerequisites:

� Partner Function Vendor needs to be assigned to the reference object.� Vendor warranty must exist and be assigned to the reference object.

The system automatically checks during creation of a service order to see if awarranty exists for the product, object, or the installed base that has been entered.

A warranty check log contains information on checks that have been performedregarding existing warranties for a selected service product, including the resultand status of the checks performed.

Action to copy and filter warranty claim-relevant items and other relevant orderdata into a new warranty claim.

Warranty Claim Data

� Header Data

� Information valid for the warranty claim as a whole(warranty claimnumber, status, description, priority, sold-to party, and so on).

� Item Data

� Information valid for specific warranty claim items only(service itemnumber, status, description, quantity, unit of measure, counter reading,codes, and so on)

� Service, service part, and expense items are supported in the warrantyclaim.

� Partner Determination

� Supported within all service documents� Business partners can be found and entered into transactions

automatically.



During processing the claim takes hold of the relevant information such asequipments serial numbers, damage codes / damage reasons (catalogs), prices,counter readings and all warranty-related information so the process can be mostlybe automated.

When creation of a warranty claim is triggered either manually or automatically,all the structures of the service order/confirmation (header, main item, item) aretransferred to the items that are relevant for a warranty.

During this process, the system creates independent items in the warranty claimfor each item and sub-item.

This results in a document flow that you can call up for display.

� The following fields are transferred to the vendor:

� Net values� Codes� Texts� Products� Quantity� Reference object information� Counter.

Figure 162: Warranty Claim Communications

The warranty claim can be processed in two different variants. The next two slideswill give examples for both variants.



Figure 163: Warranty Claim - Simple Process Flow

This slide shows an exemplary simple process flow of a warranty claim.

The �manual warranty� is the core process, where the dealer prints the warrantyclaim and sends it to the vendor manually.

Figure 164: Warranty Claim - Complex Process Flow

This slide shows an exemplary complex process flow of a warranty claim.



Complex variant: Warranty Claim has to be negotiated on item level. The Claimis send back and forth between the service provider and the vendor until a finalsettlement is reached. This variant can be processed manually (paper based) orautomatically via XIF interface (XML file).

In addition to whether the claim involves multiple contacts, there are also twoalternatives for processing the communication and negotiation with the vendor �either manual or via XIF with the SAP ERP Warranty System.

The XIF-enabled process variant is different by the means of communication. Thewarranty claim is send as an EDI document via XIF to the vendor system.

SAP ERP warranty processing is separate from the CRM warranty claim solution.The CRM warranty claim process includes the generic XIF interface only.Interface to SAP ERP is only possible with SAP ERP Warranty Claim via BAdIimplementation. Manual handling of incoming Warranty Claims possible.

Rejecting or Accepting Warranty Claim Item

� Check and maintain warranty claim items during the negotiation between thevendor and the dealer

� Main items contains the claimed value of the dealer� Debit request sub item contains the vendor response.

� System and User Status is used during the negotiation to indicate wherein the process the claim is

� Send to vendor / returned from vendor� Vendor approves claim item� Vendor partially approves� Vendor rejects item.

� CRM Billing and Controlling integration

� Debit request sub item contains the billing and controlling relevantinformation.

Partially accepted items and rejected items are differentiated by their item statusin the system.

Partially accepted items: The service provider sets the status of the item to status�partially accepted by vendor�.

The Service Provider has now 2 options:

� The Service Provider does not accept the adjusted claim and resubmits a newversion of the claim.

� The Service Provider accepts the settled amount of the vendor and changesthe main item status to �complete� This status change leads to the �releasedfor billing� of the sub-item.



Rejected items: The service provider sets the status of the item to status �rejectedby vendor�.

The Service Provider has now 2 options:

� Service Provider does not accept vendor rejection and resubmits new claimversion with adjusted claim value & quantity for negotiation.

� Service Provider accepts the rejection and changes the item status from�rejected� to �completed�.

Figure 165: Warranty Monitoring

Service Process Monitor enables you to search for warranty claims in differentstatuses.

Monitoring of warranty claims is also possible via SAP GUI. You call up theService Monitor by entering the transaction code CRM_SRV_REPORT. To run asearch you enter the required search criteria and choose Execute.

For example:

� Mark checkbox of system status as �Released� and �Send to Vendor� to getthe open warranty claims with outstanding vendor answer.

� Mark checkbox of system status as �Released� and �Returned fromVendor� to get the returned warranty claims which wait for completion orrenegotiation.



Exercise 18: Warranty Claim Processing

Exercise ObjectivesAfter completing this exercise, you will be able to:� Create a vendor warranty and assign it to an installed base component� Create a confirmation and trigger the creation of a warranty claim with an

action� Reflect the warranty process in the system depending on different statues

(e.g. send claim to vendor or the vendor does accept partially and rejectssome of the claimed items)

� Process the debit memo request and invoice the vendor� Monitor open warranty claims using the Service Process Monitor.

Business ExampleA Warranty Claim is an entitlement that a dealer has in relation to a product of aOEM. The Warranty Claim is used to represent the entire Warranty process fromcreating a Warranty Claim, the technical analysis and relevant follow-up processsteps, through to the statistical evaluation.

You can create Warranty Claim with reference to a service order or a confirmation.This simplifies the creation of Warranty Claim since all of the data (for example,partners, products, quantities, and prices) is copied from the preceding document(via actions or copying control). It is also possible to create Warranty Claimwithout reference to a preceding document.

Task 1:Create a vendor warranty and assign it to an installed base component.

1. Log on to the CRM WebClient UI.

2. Within Accounts & Products create a vendor warranty with the followinginformation.

Warranty ID: Ven##Warranty: Vendor One-Year Warranty ##Base Category: Warranty (Timedependent)

[WTYCAT002]Type: Vendor WarrantyWarranty Basis: Time-DependentDate Profile: Date Profile: Warranty Processing




Warranty Period: 1Time Unit: YearStart Date Type /Start Date Rule

Warranty Start /Today�s Date

DateType /End Date Rule

Warranty End /Warranty Start + Warranty Period

Accounting Indicator: Warranty

Save your warranty.

3. Find an Installed Base component so that you may set up all the necessaryinformation to use warranty processing. The component is a LaserProfessional Eco (HT�1040) and it is assigned to the ##MegastoreInstallation.

4. Add both vendor and customer warranties to the component.

Add your newly created vendor warranty Ven## and the customer printerwarrantyWP_004.

5. Add information about the relationship of the product to a vendor.

Partner Function: VendorPartner: 3276 (Global Computers)

Save your entries.

Task 2:Create a new service confirmation.

1. Create a Confirmation of type Confirmation.

Description: Printer problems ##Sold-to Party: ##MegastoreComponent: Component number of Laser printerExec. ServiceEmployee

400440

2. Enter an External Reference.

External Reference: ##Printer is dead.




3. Enter the service that was performed.

Product: SRV1_4Quantity: 2 AUDuration 60 Minutes

4. Enter a service part that was used.

Product: R-1120

Quantity: 1

5. Check whether a warranty has been found. Check whether a message wascreated that a warranty was found.

Check the Warranty information within the Item Details:

Which warranty was found? ______________

Is it a vendor or a customer warranty? ______________

6. Create a new claim to process the warranty relevant items by running theaction ZIDES Creation of Warranty Claim from Conf.

7. Complete and save your confirmation.

Your confirmation number:

_____________________

8. Open the Assignment Block Transaction History on header level to check ifthe new created warranty claim appears as a reference.

Write down your warranty claim number:

______________________

Task 3:Process the warranty claim.

1. Open your warranty claim.

2. Check if all items with vendor warranty are copied into the warranty claim,including the item quantity, reference object and description from thepredecessor document.

3. Which warranty was determined by the system?

________________________________________




4. Check which vendor was determined by the system. Who is the vendor?Where was this information determined from?

________________________________________

5. Release all the items on your warranty claim.

6. Change the Communication status of the claim to Send to Supplier on theheader level.

7. Optional: Create a print out to process the warranty relevant items bytriggering the action ZIDES Print Claim.

8. We�ll assume that the warranty claim was returned from the vendor and isnow ready for further in-house processing.

Change the Communication status to Returned by Supplier on transactionheader level.

Save the transaction.

Task 4:In the next steps you will simulate the process where the service provider gets areply from the vendor. The vendor only partially accepts the claimed hours andrejects the claimed spare part.

If the vendor rejects paying for an item, the status is set to Rejected by Vendor.

Hint: A service provider would then have two options:

� Service Provider does not accept vendor rejection and resubmits newclaim version with adjusted claim value & quantity for negotiation

� Service Provider accepts the rejection and changes the item statusfrom Rejected to Completed.

In our scenario, we accept the rejection and change the item status to completed.

1. First we simulate the rejection of the vendor of the service part:

Make sure you are in the details of the item R�1120.

Set the status to Rejected by Supplier.

2. Then we simulate our response by setting the status to Completed.

Set the status to Completed.




Task 5:We will simulate the vendor accepting a partial amount for the service product.

1. Partially accept the service item SRV1_4.

Make sure you are in the details of the item SRV1_4.

Set the Communication status to Partially Accepted by Supplier.

2. In our scenario, the action to create the debit request sub�item needs tobe executed manually. (This could be set to occur automatically from thestatus change.)

Go to the Assignment Block Scheduled Actions for the item with the statusPartially Accepted by Vendor. Choose the action Create Billing DocumentRelationship Subitem.

3. Check if the system has copied the quantity & amount from the main iteminto the debit request sub-item.

4. Manually update the quantity and amount in the debit request sub�item tothe approved value of the vendor.

Set the amount to 1 AU.

Hint: The Service Provider has now 2 options:

� The Service Provider does not accept the adjusted claim andresubmits a new version of the claim.

� The Service Provider accepts the settled amount of the vendorand changes the main item status to �complete� This statuschange leads to the �released for billing� of the sub-item.

5. In our scenario, we accept the vendor�s decision for this item and make surethat the main item status is set to Completed.

Check the item status of your service item is set to Completed.

6. At the end, complete the warranty claim on header level (status Completed)and save the claim.

7. Create a billing document for the warranty claim you created.



Solution 18: Warranty Claim ProcessingTask 1:Create a vendor warranty and assign it to an installed base component.

1. Log on to the CRM WebClient UI.

a) -

2. Within Accounts & Products create a vendor warranty with the followinginformation.

Warranty ID: Ven##Warranty: Vendor One-Year Warranty ##Base Category: Warranty (Timedependent)

[WTYCAT002]Type: Vendor WarrantyWarranty Basis: Time-DependentDate Profile: Date Profile: Warranty Processing

Warranty Period: 1Time Unit: YearStart Date Type /Start Date Rule

Warranty Start /Today�s Date

DateType /End Date Rule

Warranty End /Warranty Start + Warranty Period

Accounting Indicator: Warranty

Save your warranty.


Choose Create→ Warranty.

Enter the data shown above.

Save your warranty.




3. Find an Installed Base component so that you may set up all the necessaryinformation to use warranty processing. The component is a LaserProfessional Eco (HT�1040) and it is assigned to the ##MegastoreInstallation.

a) Choose Accounts & Products.

Choose Search→ Installed Bases

External ID: ##MEGASTORE

Choose Search.

Use the hyperlink to go to the details of the installation.

Mark the installed base component Laser Professional Eco.

Note either the component ID or the identification number of thiscomponent.

____________

Choose Edit.

4. Add both vendor and customer warranties to the component.

Add your newly created vendor warranty Ven## and the customer printerwarrantyWP_004.

a) Open the Assignment BlockWarranties on this component.

Insert (add) the vendor warranty VEN##.

Insert (add) the customer warrantyWP_004 (printer warranty).

5. Add information about the relationship of the product to a vendor.

Partner Function: VendorPartner: 3276 (Global Computers)

Save your entries.

a) Open the Assignment Block Parties Involved.

Insert (add) the account 3276 with (partner) Function Vendor.

Save your entries.

Task 2:Create a new service confirmation.

1. Create a Confirmation of type Confirmation.Continued on next page



Description: Printer problems ##Sold-to Party: ##MegastoreComponent: Component number of Laser printerExec. ServiceEmployee

400440

a) Choose Service Orders.

Choose Create→ Service Confirmation.

Choose Confirmation.

2. Enter an External Reference.

External Reference: ##Printer is dead.

a) see task

3. Enter the service that was performed.

Product: SRV1_4Quantity: 2 AUDuration 60 Minutes

a) see task

4. Enter a service part that was used.

Product: R-1120

Quantity: 1

a) see task

5. Check whether a warranty has been found. Check whether a message wascreated that a warranty was found.

Check the Warranty information within the Item Details:

Which warranty was found? ______________




Is it a vendor or a customer warranty? ______________

a)

Hint: If a valid warranty was found, the system displays amessage that valid warranties were found.

Warranty information is displayed in the Service Confirmation Details

Which warranty was found? Is it a vendor or a customer warranty?

The system should determine the customer warranty, which is assignedto the installed base component (e.g. WP_004)

6. Create a new claim to process the warranty relevant items by running theaction ZIDES Creation of Warranty Claim from Conf.

a) This action will manually trigger the creation of a warranty claim.

Open the Assignment Block Scheduled Actions at the header level.


Mark the action ZIDES Creation of Warranty from Conf.

Choose button Schedule.

Choose Back.

Choose Execute for the scheduled action.

7. Complete and save your confirmation.

Your confirmation number:

_____________________

a) Change the confirmation status to Completed.

8. Open the Assignment Block Transaction History on header level to check ifthe new created warranty claim appears as a reference.

Write down your warranty claim number:

______________________

a) -




Task 3:Process the warranty claim.

1. Open your warranty claim.

a) From the service confirmation transaction history use the hyperlink toopen the new warranty claim document.

b) Search for your warranty claim and open it.

2. Check if all items with vendor warranty are copied into the warranty claim,including the item quantity, reference object and description from thepredecessor document.

a) Both items and quantities have been copied and are visible in theAssignment Block Items.

3. Which warranty was determined by the system?

________________________________________

a) Check theWarranty Claim Details. The system should display thevendor warranty assigned to your installed base component.

4. Check which vendor was determined by the system. Who is the vendor?Where was this information determined from?

________________________________________

a) You should see an entry with the partner function Vendor and theassigned business partner 3276 (Global Computers) in the headerdetails.

The vendor should also appear as the Payer and Bill�to Parties(Assignment Block Parties Involved).

This is the vendor specified on our component.

5. Release all the items on your warranty claim.

a) Choose Edit.

Status: Released




6. Change the Communication status of the claim to Send to Supplier on theheader level.

a)

Communi-cation:

Send to Supplier

Choose Save.

7. Optional: Create a print out to process the warranty relevant items bytriggering the action ZIDES Print Claim.

a) Choose button Print on header level or go to Assignment BlockScheduled Actions to trigger the execution of the print action.

8. We�ll assume that the warranty claim was returned from the vendor and isnow ready for further in-house processing.

Change the Communication status to Returned by Supplier on transactionheader level.

Save the transaction.

a) Choose Edit.

Change the Communication status to Returned by Supplier ontransaction header level.

Choose Save.

Task 4:In the next steps you will simulate the process where the service provider gets areply from the vendor. The vendor only partially accepts the claimed hours andrejects the claimed spare part.

If the vendor rejects paying for an item, the status is set to Rejected by Vendor.

Hint: A service provider would then have two options:

� Service Provider does not accept vendor rejection and resubmits newclaim version with adjusted claim value & quantity for negotiation

� Service Provider accepts the rejection and changes the item statusfrom Rejected to Completed.

In our scenario, we accept the rejection and change the item status to completed.

1. First we simulate the rejection of the vendor of the service part:




Make sure you are in the details of the item R�1120.

Set the status to Rejected by Supplier.

a) Choose Action Edit of item R�1120.

Accep-tance:

Rejected by Supplier

2. Then we simulate our response by setting the status to Completed.

Set the status to Completed.

a)

Status: Completed

Choose Back.

Task 5:We will simulate the vendor accepting a partial amount for the service product.

1. Partially accept the service item SRV1_4.

Make sure you are in the details of the item SRV1_4.

Set the Communication status to Partially Accepted by Supplier.

a) Choose Action Edit of item SRV1_4.

Accep-tance:

Partially Accepted by Supplier.

2. In our scenario, the action to create the debit request sub�item needs tobe executed manually. (This could be set to occur automatically from thestatus change.)




Go to the Assignment Block Scheduled Actions for the item with the statusPartially Accepted by Vendor. Choose the action Create Billing DocumentRelationship Subitem.

a) In the item details of the service item open the Assignment BlockScheduled Actions.


Mark the action Create Billing Document Relationship Subitem.

Choose button Schedule.

Choose Back.

Choose Back.

3. Check if the system has copied the quantity & amount from the main iteminto the debit request sub-item.

a) You should see an additional line item (e.g. item number 15) with thecopied values and a reference to the higher level line item.

Both product id and quantity have been copied.

4. Manually update the quantity and amount in the debit request sub�item tothe approved value of the vendor.

Set the amount to 1 AU.

Hint: The Service Provider has now 2 options:

� The Service Provider does not accept the adjusted claim andresubmits a new version of the claim.

� The Service Provider accepts the settled amount of the vendorand changes the main item status to �complete� This statuschange leads to the �released for billing� of the sub-item.

a) see task

5. In our scenario, we accept the vendor�s decision for this item and make surethat the main item status is set to Completed.

Check the item status of your service item is set to Completed.

a) Check the item status of your service item. It is set to Completed.




6. At the end, complete the warranty claim on header level (status Completed)and save the claim.

a) Choose Edit.

Status: Completed.

7. Create a billing document for the warranty claim you created.

a) Choose Billing.


Search either with Transaction ID (= Warranty Claim number) or withTransaction Created By (=CRM�##).

Choose Individual Billing and continue the billing process.



Lesson Summary

You should now be able to:� Explain the effect of both customer and vendor warranties on service

processing� Create a warranty claim for service and parts covered by a vendor warranty.



Lesson: Warranty Claims Customizing

Lesson OverviewThis short lesson introduces warranty claim specific customizing settings.


� Perform customizing settings for warranty.

Business ExampleYou would like to implement a transaction type for a warranty claim document.Therefore you would like to understand how warranty determination in thosedocuments is configured.

Figure 166: Define Warranty Check Profile

The warranty check profile can be defined under Customer RelationshipManagement→ Transactions→ Settings for Service Processes→ Define Profilefor Warranty Check.


CR700 Lesson: Warranty Claims Customizing

For each profile, you can define the following attributes:

� Scope of Check� Sequence� Fix at Release� Fix at Completion� Reference Date.

Assign the warranty check profile to the service contract transaction type underCustomer Relationship Management→ Transactions→ Basic Settings→ DefineTransaction Types:

� Select Business Transaction Category Service Process� Assign Warranty Check Profile.

Figure 167: Warranty Claim Customizing

Transaction Type CLMA (Warranty Claim) has the business transaction categoryof Warranty Claim (BUS2000255).

Item category CLMP (Warranty Claim Item) was created with item object typeCRM Warranty Claim Item (BUS2000191).

Item category CLMF (Debit Memo Item for Warranty Claim) is also relevantfor warranty management. It contains item object type Customer Debit MemoRequest Item (BUS2000167).

You can either use the transaction type and the item categories mentioned above,or you can copy them and then change them to suit your business process.

Customer Relationship Management→ Transactions→ Basic Settings.



Lesson Summary

You should now be able to:� Perform customizing settings for warranty.


CR700 Unit Summary

Unit SummaryYou should now be able to:� Explain the effect of both customer and vendor warranties on service

processing� Create a warranty claim for service and parts covered by a vendor warranty.� Perform customizing settings for warranty.


Unit Summary CR700


Unit 9IT Service Management

Unit Overview


� describe IT Service Management� understand the main features and functions of IT Service Management� describe Service Requests and Master Requests� understand the main functions of Service and Master Requests� explain specific Incident and Problem functions� understand the basic concept of Knowledge Articles� describe main features of Knowledge Articles� explain Request for Change documents� describe main features of Requests for Change� name additional features of IT Service Management

Unit ContentsLesson: IT Service Management Overview .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . .394

Exercise 19: General Questions about IT Service Management ... .399Lesson: Service Requests, Master Requests, Incidents and Problems .402

Exercise 20: Incidents and Problems... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .411Lesson: Knowledge Article and Request for Change .. .. . . . . . . . . . . . . . . . . . .417

Exercise 21: Knowledge Article Creation .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .425Lesson: Additional Topics in IT Service Management ... . . . . . . . . . . . . . . . . . .429


Unit 9: IT Service Management CR700

Lesson: IT Service Management Overview

Lesson OverviewThis lesson introduces the concept of IT Service Management delivered withSAP CRM 7.0.


� describe IT Service Management� understand the main features and functions of IT Service Management

Business ExampleSAP CRM offers both standard customer service functions (dispatching oftechnicians, on-site maintenance, in-house repair, etc.) and also an IT ServiceManagement solution. Your company decided to implement a SAP CRM customerservice scenario and plans to implement an IT Service Management solution.

Overview of IT Service Management

Figure 168: IT Service Management as part of a Share Service Centersolution

A shared service center allows you to use an interaction center (IC) to efficientlyapproach interactive and reactive business processes to reduce costs and increasequality. To create a shared service center, the IC service processes are integratedwith the particular SAP process requiring a shared service.


CR700 Lesson: IT Service Management Overview

The employee interaction center (EIC) combines service center and help desktechnology to allow HR professionals to have higher quality and more efficientinteractions with employees. HR professionals use the EIC as a single point ofcontact for their interactions with employees.

You can use an accounting interaction center (AIC) to enable financial sharedservices and handle accounting-related interactions with customers. You canaccess, for example, open vendor invoices, the accounting segments of customermaster data, or travel expense reimbursement.

You can use the IT service desk as a single point of contact for customers withIT-related requests. The IT service desk supports incident, problem, and changemanagement.

Examples of other Share Service Center Service Desk types are a FacilityManagement or a Procurement Service Desk.

Figure 169: SAP CRM IT Service Management - An Integrated Solution

With SAP CRM, the following processes can be implemented: Service Requestand Incident Management, Problem Management, Change Management, Billingand Cost Allocation. It provides access to basic functionality such as KnowledgeManagement, Service Level Management, Resource Management, and InstalledBase and Object Management.

It offers a professional call center environment which can be used for the ITservice desk.

SAP CRM connects to SAP ERP processes such as Supply and ProcurementManagement, Enterprise Asset Management, Financial Management, and HumanCapital Management. Analyses are available with SAP Business Warehouse.



An optional interface to the SAP Solution Manager Service Desk is available toallow, for example, incidents to be transferred from SAP CRM to SAP SolutionManager if they should be related to a SAP-application issue, and of course furtheropen interfaces exist from SAP CRM to all sorts of non-SAP applications, forexample, integrated with system or configuration management.

Figure 170: IT Service Desk Overview

The IT service desk is the central interface between the user and the IT serviceorganization.

With SAP CRM 7.0 a new default business role �IT Service Desk Agent� isavailable for the SAP CRM Interaction Center.

In this role the new transaction types incident, problem, request for change, andknowledge article can be accessed.

Search for and e-mailing of knowledge articles is supported.

A pre-defined interface to SAP Solution Manager Service Desk exists to transferSAP-related incidents from SAP CRM to the SAP Solution Manager.

Optionally, SAP Business Communication Management can be integrated as acommunication management system.

IT Service Desk can be used as one component in a shared services centerenvironment.



Figure 171: IT Service Management Elements

This slide gives an overview of basic IT Service Management elements in theSAP CRM system.

An IT Service Desk Agent (Interaction Center WebClient business role) receivescalls via phone or e-mail and creates incidents.

An IT Service Professional (CRM WebClient business role) creates a relatedproblem, knowledge article and/or request for change.



Figure 172: Standard IT SM Business Roles

The IT Service Desk (Agent) business role is based on standard CRM InteractionCenter functionality. Telephony and e-mail integration is available as well asaccount identification mechanisms and inbox functionality.

The IT Service Desk role is meant to be used by IT service desk personnel. Itgrants easy access to all customer-related information necessary to process anincoming call or e-mail, as well as to incidents, problems, requests for change,solutions, e-mailing, and so on.

Optionally, a connection to SAP Solution Manager Service Desk can beestablished to transfer incidents related to SAP applications to the SAP SolutionManager for processing.

The IT Service Professional role grants access to all SAP CRM IT servicefunctionality and it is meant to be used by IT service experts.

The IT Service Requester role is meant to be used by business users who want tocreate service requests or incidents and monitor the status of their requests. It caneasily be extended so that further requests can be processed.

This business role should only be used internally (within a company�s firewall), itis not meant to be used in customer-facing scenarios.



Exercise 19: General Questions about ITService Management

Exercise ObjectivesAfter completing this exercise, you will be able to:� answer some basic questions about IT Service Management

Business ExampleYou would like to understand some general ideas of SAP CRM IT ServiceManagement.

Task:Answer the following questions about IT Service Management

1. IT Service Management is one of three Share Service Center scenariosdelivered with SAP CRM 7.0.Determine whether this statement is true or false.□ True□ False

2. IT Service Management with SAP CRM requires a separate SAP SolutionManager system.Determine whether this statement is true or false.□ True□ False



Solution 19: General Questions about ITService ManagementTask:Answer the following questions about IT Service Management

1. IT Service Management is one of three Share Service Center scenariosdelivered with SAP CRM 7.0.

Answer: True

Also the Employee Interaction Center (EIC) and the Accounting InteractionCenter (AIC) belong to the "family" of Share Center scenarios.

2. IT Service Management with SAP CRM requires a separate SAP SolutionManager system.

Answer: False

Though it is possible to integrate SAP Solution Manager with SAP CRM ITSM, it is not required. SAP IT Service Management is based on standardSAP CRM functions.



Lesson Summary

You should now be able to:� describe IT Service Management� understand the main features and functions of IT Service Management



Lesson: Service Requests, Master Requests, Incidentsand Problems

Lesson OverviewThis lesson introduces Service Requests and Master Requests which are the basisfor Incidents and Problems in IT Service Management. Also specific Incidentand Problem functions are introduced.


� describe Service Requests and Master Requests� understand the main functions of Service and Master Requests� explain specific Incident and Problem functions

Business ExampleYou would like to understand basic functions of service requests and masterrequests which play an important role in IT SM Incident and ProblemManagement.

Service Request and CRM Master Request

Figure 173: Service Request

You use service request management to reliably submit, dispatch, approve,monitor, and fulfill requests for service by your customers. Service requests can beused internally by companies where a department delivers services, for example,in shared service center scenarios, as well as in external customer-facing scenarios.


CR700 Lesson: Service Requests, Master Requests, Incidents and Problems

Service requests can be logged through a service desk, directly by the servicepersonnel, or by the users themselves into the system and then, if necessary, canbe dispatched to the appropriate personnel for service delivery.

It is not possible to manually enter items into service requests. Despite this fact,each service request can contain a single line item.

The standard transaction type for service requests is SRVR.

Figure 174: Service Request Details

Service requests can easily be linked to other types of documents, for exampleto related problems or knowledge articles. Standard find functionality proposingrelevant documents is available and can be configured in Customizing.

SAP Customizing Implementation Guide→ Customer Relationship Management→ Transactions→ Settings for Service Requests→ Define System Proposals forRelated Transactions



Figure 175: Master Request

A master service request is a service request to which one or more businesstransactions are assigned and locked. When a transaction or transactions arelocked to a master service request, users process only that master service requestrather than processing multiple transactions individually.

Figure 176: Item Determination



The item for the service request is usually determined automatically based onthe service request�s multilevel categorization. You can configure the system todecide whether the selected categorization can be changed after initial categoryselection and whether the item is redetermined if the categorization is changed.

If no service product is defined for the selected categorization level, but a serviceproduct is available on a higher-level category, the respective service product willbe used for item determination.

If you don�t want the item to be determined based on the service request�scategorization, you can use a BAdI.

Per default, the item is not displayed in the service request. If required, it caneasily be made visible in the SAP BSP WD Workbench

Item determination is activated in Customizing using the following IMG activity:SAP Customizing Implementation Guide→ Customer Relationship Management→ Transactions→ Settings for Service Requests→ Define Item Determination .

Figure 177: SLA Determination

Service and response profiles can be assigned to several SLA-relevant objects,such as contracts, products, objects, installed bases, and sold-to parties.

In the service request, the service and response profiles can be flexibly determinedfrom these objects based on a determination procedure.

Dates like �ToDo By� can be automatically calculated based on the service andresponse profile information.



An access sequence for SLA determination can be defined in Customizing:SAPCustomizing Implementation Guide→ Customer Relationship Management→Transactions→ Settings for Service Requests→ Define SLA DeterminationProcedures.

The SLA Determination procedure can be assigned to a transaction type.

Figure 178: Multilevel Categorization

While creating a new service request, you can use the Auto Complete function tocopy pre-defined data from a template into the service request.

In Customizing, activate the Auto Complete function per transaction type - catalogcategory combination.

In the Category Modeler, assign templates per relevant category:

Service request and incident templates in the Incident Template assignmentblockMaster service request and problem templates in the Problem Templateassignment blockRequest for change templates in the Request for Change assignment block

You can access the Category Modeler, for example, in the IT Service Professionalrole choosing Service Operations→ Categorization Schemas

Service Requests and CRM Master Requests can be categorized using two setscontaining up to four categories each (one for Subjects and one for Reasons).

You can assign up to five categorization blocks to a service request.

The categorization schema is determined based on a transaction type / catalogcategory combination.



In Customizing choose Customer Relationship Management → CRMCross-Application Components → Multilevel Categorization → AssignTransaction Types to Catalog Categories

Per default, two categorization blocks are visible in a service request; you can addfurther blocks in the SAP BSP WD Workbench.

There are different ways to search for knowledge articles related to the servicerequest:

� Knowledge Articles assignment block: Search for relevant knowledgearticles via input help.

� Find knowledge articles (from the �More� button on header level): Proposesknowledge articles which have the same categorization as the service request.

� Suggest knowledge articles (from the Knowledge Articles assignmentblock): Proposes knowledge articles which are assigned to a category inthe categorization schema.

Dispatching allows to assign a service request to another employee or service teambased on flexibly definable rules, for example if a help-desk agent cannot solve anissue remotely and wants to dispatch the service request to the 2nd level support.

Rules for dispatching are set up in the Rule Modeler using the contextSERVICEREQUEST.

Incidents and Problems

Figure 179: Locking of related Incidents



If several incidents (or service requests) are probably related to the same rootcause, the IT service professional can assign these incidents to a problem (=master service request).

The IT service professional can search for the incidents via input help, or via FindRelated Incidents. Find Related Incidents gives a list of incidents which have thesame catalog categorization as the problem. The IT service professional can selectthe relevant incident/s and assign them to the problem.

To stop individual processing of the incidents, the IT service professional can lockthe incidents to the problem, so that only the problem needs to be completed andthe locked incidents will then be automatically closed.

Figure 180: Unlocking an Incident

An incident can be assigned and locked to a problem (or also a request for change).In this case the incident will not be processed individually. The completion of theproblem (request for change) will automatically close the incident.

If an incident is locked to a problem (request for change) but the IT serviceprofessional would like to process it individually after all, the employee can selectUnlock in the incident to open the incident again for processing.



Figure 181: Closing of related Incidents

The standard action profile IT_PROBLEM_MANAGEMENT contains actiondefinitions which allow to update the status of the related incidents and toautomatically attach documents. Both actions can successfully be executed oncethe problem has an appropriate status, for example Completed and once it is saved.



Exercise 20: Incidents and Problems

Exercise ObjectivesAfter completing this exercise, you will be able to:� create incidents� create a problem, find and link related incidents

Business ExampleAs an IT Service Desk Agent you receive calls and create incidents. An IT ServiceProfessional later on works on those incidents by creating a problem and linkingthe incidents. Incidents can be locked for processing and closed once the problemis solved.

Task 1:Log on to the system as an IT Service Desk Agent and create and incident.

1. Peter ##Finger of your customer ##Megastore is calling to report a printerproblem. Identify the customer, contact person and a related installed basecomponent.

2. Create an incident of type Incident with description ## Printer problem.

Add Subject Printer→ Loud Noise and observe the reference objectinformation.

Change the Impact toMedium and the Urgency to High.

Optionally enter a long text (Problem Description).

3. Try to find a related problem using a standard functionality in the incident.In this case a manual search is not required.

4. Change the status of the incident to In Process and end the call.

Task 2:Mike Bell of account ##Megastore is calling and also reports a printer problem.Again create an incident using the same data as in the above exercise.

1. Identify and confirm contact person Mike Bell of customer ##Megastore.Identify the same reference object as in the above exercise.

2. Create an incident of type Incident with description ## Printer Noises.





Change the Impact to High and the Urgency toMedium.



Task 3:Log on as an IT Service Professional and create a problem that relates to printerincidents. Solve the problem and create a knowledge article.

1. Search for the printer incidents you created earlier. Employee Responsible,Business partner and reference product (HT-1040) can be used to narrowdown the search so that only the incidents you created are listed.

2. Display the details of one of your incidents and create a follow-up transactionof type Problem. Use ## Printer Issue as description.

3. Using a find function, link the second incident to this problem. Thereforeopen the assignment block Related Incidents.

Set the problem status to In Process and save the document.

4. From within the problem lock the related incidents.



Solution 20: Incidents and ProblemsTask 1:Log on to the system as an IT Service Desk Agent and create and incident.

1. Peter ##Finger of your customer ##Megastore is calling to report a printerproblem. Identify the customer, contact person and a related installed basecomponent.

a) Log on to the CRMWebClient UI with business Role IT Service DeskAgent.

Identify your account ##Megastore using the search field Account.

In the list of contact persons confirm Peter ##Finger.

Use the hyperlink Installed Base to search for installed base componentsbelonging to the installed base ##Megastore of your customer.

Select the Laser Professional Eco component (reference productHT-1040) and choose Confirm.

2. Create an incident of type Incident with description ## Printer problem.


Change the Impact toMedium and the Urgency to High.


a) In the navigation bar choose Incident.

Choose transaction type Incident.

Use the subject categories on the right-hand side to categorize theincident.

Choose Category 1 = Printer. Observe that contract determination takesplace but this time do not assign a contract.

Choose Category 2 = Loud Noise.

In the Processing Data section choose the values mentioned in theexercise.

3. Try to find a related problem using a standard functionality in the incident.In this case a manual search is not required.

a) Choose More→ Find Related Problem

As stated in the message area, no related problem can be identified!





a) Change the status to In Process and choose the End button in thetoolbar row.

Task 2:Mike Bell of account ##Megastore is calling and also reports a printer problem.Again create an incident using the same data as in the above exercise.

1. Identify and confirm contact person Mike Bell of customer ##Megastore.Identify the same reference object as in the above exercise.

a) Identify your account ##Megastore using the search field Account.

In the list of contact persons confirmMike Bell.

Use the hyperlink Installed Base to search for installed basecomponents belonging to installed base ##Megastore of your customer.

Expand the installed base and select the Laser Professional Ecocomponent (reference product HT-1040) and choose Confirm.

2. Create an incident of type Incident with description ## Printer Noises.


Change the Impact to High and the Urgency toMedium.


a) In the navigation bar choose Incident.

Choose transaction type Incident.

Use the subject categories on the right-hand side to categorize theincident.

Choose Category 1 = Printer and again do not assign a contract.

Choose Category 2 = Loud Noise.

In the Processing Data section choose the values mentioned in theexercise.


a) Change the status to In Process and choose the End button in thetoolbar row.




Task 3:Log on as an IT Service Professional and create a problem that relates to printerincidents. Solve the problem and create a knowledge article.

1. Search for the printer incidents you created earlier. Employee Responsible,Business partner and reference product (HT-1040) can be used to narrowdown the search so that only the incidents you created are listed.

a) In the navigation bar choose IT Support→ Search→ Incidents.

Business Partner: <number of ##Megastore>

Choose Search.

2. Display the details of one of your incidents and create a follow-up transactionof type Problem. Use ## Printer Issue as description.

a) Use the hyperlink to navigate to one of your incidents.

Choose Create Follow-Up.

Choose CRM Master Request / Problem.

Enter the description ## Printer Issue and assign the same subjectcategories that you used in the incidents and additionally assignproblem category Unknown Error.

Include Reason category Hardware.

3. Using a find function, link the second incident to this problem. Thereforeopen the assignment block Related Incidents.

Set the problem status to In Process and save the document.

a) In assignment block Related Incidents choose Edit List.

Choose Find Related Incidents.

From the pop-up choose the second incident and assign it to theproblem.

Change the status to In Process.

4. From within the problem lock the related incidents.

a) In the assignment block Related Incidents choose Edit List.

Mark both incidents and choose button Lock.

Save the problem and navigate to the details of either of the incidents.Observe the information message!



Lesson Summary

You should now be able to:� describe Service Requests and Master Requests� understand the main functions of Service and Master Requests� explain specific Incident and Problem functions


CR700 Lesson: Knowledge Article and Request for Change

Lesson: Knowledge Article and Request for Change

Lesson OverviewThis lesson introduces the Knowledge Article and the Request for Change, bothmain elements in the IT Service Management scenario.


� understand the basic concept of Knowledge Articles� describe main features of Knowledge Articles� explain Request for Change documents� describe main features of Requests for Change

Business ExampleAfter investigating a problem you would like to provide a solution by creating aKnowledge Article. In some cases a problem results in a Request for Change.

Knowledge ManagementKnowledge Management can be seen as a centralized repository of informationthat is designed to allow people to retrieve and use knowledge thereby allowingproductive use of assets � people, knowledge and processes.

Figure 182: Knowledge Article



A Knowledge Article allows you to create, represent, and distribute knowledgewithin your organization.

You can record details in a knowledge article, such as language, description, andkeywords, in addition to the categories assigned to the knowledge article. You canalso record short notes about, for example, solutions or workarounds to problems.

You can specify administration details, such as the dates during which theknowledge article is valid, the priority of the knowledge article, or its status.

Under the relevant assignment blocks, you can add various pieces of information,such as objects and transactions, to the knowledge article, as well as assign theknowledge article to other related pieces of information.

It can be used with sales, marketing, and service processes in the interactioncenter (IC) and CRM Enterprise. It allows faster access to specific informationvia categorization and full text search. An easy integration to other CRM objectse.g. customers, products, installed bases, campaigns, opportunities, incidents ispossible.

Multilingual and multiple text authoring Attachment capability and specialauthorization scopes is available.

The Knowledge Article technically is a transaction kind of document, representedthrough a transaction type.

Figure 183: Lifecycle of a Knowledge Article



Figure 184: Knowledge Article in the WebClient UI

Knowledge Article can be linked to Incidents, Problems and reference objects.They can be created language dependent with reference to a Knowledge ArticleTemplates.

Knowledge Articles can be created as a follow-up of transactions such as incidents,problems, request for change.

The standard transaction type for a Knowledge Article is KNAR. The standardKnowledge Article Template transaction type is KNAT.

Figure 185: Knowledge Article Search



Interaction Center Agents can search for Knowledge Articles and e-mail themas attachments to customers.

Figure 186: Compilation of Knowledge Articles

A knowledge base index is created for faster retrieval of knowledge articles duringa search.

Four types of operation can be carried out on a Knowledge Base Index:

� Delta Compile: To compile/update the index with modified/newly createdknowledge articles

� Full Compile: To recreate a new Knowledge base index� Delete Index: To delete a knowledge base index� Background Job: To delta compile the knowledge articles at a particular

date and time

Delta compilation is triggered when a knowledge article is created/modifiedthereby updating the knowledge base index on the fly.

Automatic creation of a Knowledge base index takes place when a knowledgearticle in a new language is created for the first time.

The Compilation page is part of the Knowledge Management work center (SAFCompilation Administration).

In CRM Customizing choose the following path to set up Knowledge Search SAPCustomizing Implementation Guide→ Customer Relationship Management→Enterprise Intelligence→ Software Agent Framework



Request for Change

Figure 187: Change Management Concept

This slide gives an overview of a change management process.

CMS stands for Configuration Management System/s. CMDB stands forConfiguration Management Database

Figure 188: Request for Change in the WebClient UI



A request for change (RfC) is a formal proposal for a change in the infrastructure,usually related to one or more configuration items, or to services, procedures, anditems associated with the infrastructure.

With SAP CRM 7.0 a default transaction type �Request for Change� is available.

The request for change is a transaction of the transaction category �ServiceProcess� classified as �Request for Change�.

Requests for change can be categorized and prioritized according to the ITILguidelines.

Approval management integration ensures that the request for change is approvedby all relevant parties before its implementation can start.

A pre-defined SAP Workflow template can be used to inform the relevant partiesthat they need to approve the RfC.

Planning on item level with optional resource management as well as integrationinto SAP ERP processes like purchasing is available

Figure 189: Request for Change - Functions



Figure 190: Request for Change - Approval Process

To start the approval process, an approval procedure needs to be selected in therequest for change (either manually or determined by a rule).

For the approval procedure, approval step partners need to be entered (eithermanually or determined by a rule).

Then the request for change can be set to the status �Awaiting Approval�.

Optionally a SAP Workflow can be started automatically to inform the steppartners that they need to approve the request for change.

If all approvers have approved their assigned approval steps, the RfC�s status isautomatically updated to �Approved�.

Now the implementation phase can start.

For approval procedure determination and approval step partner determinationyou can set up rules in the rule modeler. If you do so

� the approval procedure for a request for change can be determinedautomatically, e.g. based on categorization, priority, and other parameters

� the approval step partners for the approval procedure can be determinedautomatically, e.g. based on the approval procedure, categorization, andother parameters.



Figure 191: Request for Change - Status Management

Figure 192: Request for Change - Related Incidents

Sometimes requests for change are related to one or more incidents. For thesecases, incidents can be assigned and �locked� to a request for change. The lockedincidents are not processed individually anymore, but they will be automaticallyupdated once the request for change is completed.



Exercise 21: Knowledge Article Creation

Exercise ObjectivesAfter completing this exercise, you will be able to:� Create a Knowledge Article and close a Problem

Business ExampleAfter finding the solution to similar incidents, a Knowledge Article is createdand linked to a problem.

Task:After having found a solution for the printer problem, create a related knowledgearticle for it. Complete the problem and the related incidents. Log on to the CRMWebClient UI as IT Service Professional.

1. Display the details of the problem you created earlier. Create a follow-upknowledge article and enter the following information:

Keywords: Printer Noise Loud, ...

Category 1: Printer

Category 2: Loud Noise

Optionally maintain long texts Problem and Solution Description.

Change the status to Complete and save the knowledge article.

2. Process the problem and change the status to Completed.

After having saved the status change, check the status details of the relatedincidents. What do you observe? Can you explain this?



Solution 21: Knowledge Article CreationTask:After having found a solution for the printer problem, create a related knowledgearticle for it. Complete the problem and the related incidents. Log on to the CRMWebClient UI as IT Service Professional.

1. Display the details of the problem you created earlier. Create a follow-upknowledge article and enter the following information:

Keywords: Printer Noise Loud, ...

Category 1: Printer

Category 2: Loud Noise

Optionally maintain long texts Problem and Solution Description.

Change the status to Complete and save the knowledge article.

a) If necessary search for the problem you created earlier, for exampleusing the Business Partner number.

Choose the button Create Follow-Up.

Choose CRM Know. Article / Knowledge Article.

Enter the data given in the exercise. Finally change the status andsave the document.

2. Process the problem and change the status to Completed.




After having saved the status change, check the status details of the relatedincidents. What do you observe? Can you explain this?

a) Navigate to the problem you created earlier. In the Problem Detailsassignment block you see a relationship to the newly created knowledgearticle.

Choose Edit.

Change the status to Completed.

Save the problem.

In the assignment block Related Incidents use a hyperlink to navigateto one of the incidents.

The status of the incident is Completed.

Go back to the problem details.

Open the assignment block Scheduled Actions.

Choose button Show Executed Actions.

An action Update Statuses (Lock/Unlock, Closed/Completed), etc.is responsible for the incident status change!



Lesson Summary

You should now be able to:� understand the basic concept of Knowledge Articles� describe main features of Knowledge Articles� explain Request for Change documents� describe main features of Requests for Change


CR700 Lesson: Additional Topics in IT Service Management

Lesson: Additional Topics in IT Service Management

Lesson OverviewThis lesson is intended to give an outlook of other IT Service Management specificfeatures which have not been introduced in the preceding lessons.


� name additional features of IT Service Management

Business ExampleYou would like to get an overview of additional IT Service Management topics.

IT ItemsWith IT Service Management it is possible to manage IT items. Those items canbe created in SAP CRM and technically are specific Objects.

Figure 193: IT Items

You use this business object to keep track of items within your IT infrastructure.An IT item could be, for example, a computer monitor, a specific softwareprogram, or a server. You can view object details, such as the location of theobject, as well as any relationships to other objects.



IT items are integrated into incident, problem, and change management.

Figure 194: IT Item Header Details

For IT Service Management, a new object family �IT Item� (0404) is availablewith SAP CRM 7.0

Its header is adapted to IT service needs, for example, here you can maintainwhich IT service organization is responsible for the IT item and which contactperson is using it.

Per default, it usually contains standard assignment blocks such as PartiesInvolved, Attachments, Object Structure, Address, Change History, etc.



Figure 195: IT Item Assignment Blocks

In addition IT items offer the following new assignment blocks:

� Infrastructure Details� Object Relationships� Service Transactions� Service Levels� Equipment Details (if IT item is created via SAP ERP equipment download).

If some IT items require special attention, they can be subject to individual servicelevel agreements. For these IT items, you can assign a specific service profile andresponse profile.



Figure 196: Object Relationships

In customizing, you can define directed and undirected relationships as well asn:1 and n:m cardinality per relationship. The relationships are then assigned toobject families.

If relationships have been maintained for an IT Item, they � as well as the otherIT items� relationships � can be displayed with Display Object Relationships ina hierarchical, multilevel display. This function is available from the IT Itemoverview page, and from the following service transactions � if an IT item hasbeen entered as reference object on header level: Service request / Incident /Problem / Request for change

In the IT item�s Service Transactions assignment block the system will displaythe service transactions in which the IT item has been entered as reference objecton header level. You can customize which transaction types and for which statusand time frame the transactions should be displayed, e.g. only problems in status�open� and �in process� of this month. Filter criteria for service transactions aredefined in customizing: Customer Relationship Management→ Master Data→Products→ Objects→ Object Settings for Service Management→ Define FilterCriteria for Service Transactions Assignment Block.

Choose Customer Relationship Management → Master Data→ Products→ Objects → Object Settings for Service Management→ Define ObjectRelationships to set up object relationships.



Solution Manager Integration

Figure 197: Integration of SAP Solution Manager and SAP CRM

You can use SAP CRM as first entry point for all sorts of incidents, and transferthose incidents related to SAP application issues to SAP Solution Manager.

With SAP CRM 7.0 you can manage all sorts of IT incidents and service requests,irrespective of whether they are related to a hardware, application, or any otherissue.

SAP Solution Manager 7.0 is the expert system for managing all SAP applicationsrelated processes.



Figure 198: Transferring Incidents � 1

A newly created incident has been posted. The responsible group analyzes theissue and the decision is to transfer this incident to SAP Solution Manager to befurther processed.

In SAP Solution Manager the issue might trigger a system customizing changerequest or it might be identified as a bug and will be routed to SAP support etc.

Figure 199: Transferring Incidents � 2

Clicking the hyperlink enables you to easily navigate into the related SAP SolutionManager�s incident (in HTML GUI representation). You can also retrieve thesame by going via SAP Solution Manager�s work center. The leading system forthis incident has become the SAP Solution Manager, but status is updated bothways and the final confirmation of any proposed solution is with SAP CRM.



Figure 200: SAP Solution Manager Work Center Integration

SAP Solution Manager helps you to manage your SAP system landscape acrossthe life cycle.

With version 7.0 it offers a new Work Center based user interface. SAP CRM 7.0offers a UI integration of Solution Manager work centers, e.g. for

� SAP System administration and system landscape maintenance� SAP Services Management� SAP monitoring processes and interfaces� SAP change & transport management� SAP related incident management and much more

Result: the IT Service Desk stays within one User Interface.



Lesson Summary

You should now be able to:� name additional features of IT Service Management


CR700 Unit Summary

Unit SummaryYou should now be able to:� describe IT Service Management� understand the main features and functions of IT Service Management� describe Service Requests and Master Requests� understand the main functions of Service and Master Requests� explain specific Incident and Problem functions� understand the basic concept of Knowledge Articles� describe main features of Knowledge Articles� explain Request for Change documents� describe main features of Requests for Change� name additional features of IT Service Management


Unit Summary CR700


CR700 Test Your Knowledge

Test Your Knowledge


Test Your Knowledge CR700

Answers


CR700 Course Summary

Course SummaryYou should now be able to:

� Configure and maintain installed bases and objects� Explain and configure contract-related service transactions like Service

Agreements, Service Contracts and Service Plans� Understand the concept of service order processing and the relevant

customizing.� Explain and set up different complaint documents like Complaint, Return,

In-House Repair and Warranty Claim� Understand the main aspects of IT Service Management scenarios


Course Summary CR700


IndexAAccounting InteractionCenter, 395

Address inheritance, 23Amount Allocation, 241Appointment Scheduling, 196Assignments, 193Auto Complete, 406Automatic Warranty Start, 27,224

BBilling, 246Billing Plan, 87CCATS, 230Complaints, 286Contract Change Processes,99

Contract Determination, 89,92

Controlling Integration, 94,258

Counters, 23DDates in Contracts, 98Demand Search, 193EEmployee Interaction Center,395

ERP Billing, 248FFunctional Locations, 56GGantt View, 189

IIncident, 408Installed Base, 19Installed Base Management,18

IT Service Desk, 396Item Determination, 405KKnowledge Article, 418LLocking of Incidents, 408Logistics Integration, 263MMass-Object Controlling, 259Master Service Request, 404OObject Fact Sheet, 41Object Family, 40Object List, 85Objects, 38PPartner Inheritance, 23Price Agreements, 88Product List, 86Proposal for Product List, 85QQualification, 197RResource Planning, 184Resource Search, 190Response Profile, 83Returns, 289Revenue Recognition, 95


Index CR700

SSerial Number IntegrationComplaints, 293

Serial Numbers inConfirmation, 220

Service Arragement, 187Service Confirmation, 218Service Contract, 80Service Contract Billing, 93Service Contract Template, 96Service Interval Template,128

Service Level Agreement, 80Service Plan, 124

Service Plan Product, 128Service Profile, 83Service Request, 403Shared Service Center, 394Single-Object Controlling,260

SLA Determination, 84, 406UUnlocking of Incidents, 408WWarranty, 26Warranty Assignment, 27


FeedbackSAP AG has made every effort in the preparation of this course to ensure theaccuracy and completeness of the materials. If you have any corrections orsuggestions for improvement, please record them in the appropriate place in thecourse evaluation.
