SAP CRM 2007Detailed ViewSAP CRM 2007 CRM Service

Service Order Management

SAP 2007 / Page *1. Overview Current Solution Further InformationContent

Day 3

SAP 2007 / Page *Service Order ManagementCRM 2007 Service Web UI

SAP 2007 / Page *Service Order Management

SAP 2007 / Page *Service Order Management

SAP 2007 / Page *Service Order Management

Make inquiryConvert quotation into service order Accept quotationCreate and communicate quotationExecute assignment,Perform confirmationApprove confirmation, assign costsBill customer, perform analyses8236174Create and optimize assignments5

SAP 2007 / Page *1. Overview Current Solution Further InformationContent

SAP 2007 / Page *Current SolutionService Order Management Service Order Quotation ProcessingService Order ProcessingService Confirmation ProcessingBilling and Controlling IntegrationService Analytics

SAP 2007 / Page *Service Order Management: Features (I)Basic Functions and Master DataHeader and Item DataPartner DeterminationReference ObjectsProduct ProposalHigher Level Items and Sub-ItemsCumulating and PricingCategorizationService Quotation ProcessingService Order Quotation ConversionService Order Quotation Analytics

SAP 2007 / Page *Service Order Management: Features (II)Service Order Processing

Contract DeterminationWarranty Determination and Check LogCredit Limit CheckLogistics IntegrationCounter Integration

SAP 2007 / Page *Service Order Management: Features (III)Service Billing and Controlling IntegrationAmount Allocation Billing InformationPricing Information/AgreementsControlling Integration

SAP 2007 / Page *Basic Functions and Master Data( Header & Item Data)Ability to capture the request and confirmed usage of a tool

SAP 2007 / Page *Basic Functions and Master Data(Service Product Item Data)In CSH Terms it May be a Service Activity / Labor operation which a Field Engineer Performs on a pcs. Of equipment To Rectify the defect or resolve . It has a time unit . This activity may charged to Customer or Billed against a Contract or Settled against a Warranty

SAP 2007 / Page *Basic Functions and Master Data(Spare Part Item)

SAP 2007 / Page *Basic Functions and Master Data(Expense Item)

SAP 2007 / Page *Basic Functions and Master DataPartner DeterminationSupport within all service documentsAutomatic identification and entry of business partners in transactions

Reference ObjectsReference objects, such as installed bases, components, objects, and products can be entered at header level or item level as a basis for:Determining whether a contract or warranty existsDetermining relevant qualifications or skillsAssigning counters and creating readings

Product ProposalProduct proposals can be generated and selected as items during service order creation, thus reducing order entry times:Change ink cartridge is a service of the product Printer T610A4 feeder tray is an accessory of the product Printer T610B/W ink cartridge is a spare part of the product Printer T610Pack of A4 paper is a sales item of the product Printer T610

SAP 2007 / Page *Basic Functions and Master DataHigher Level Items and Sub-ItemsEnable items within the service order quotations, the service order, and the service confirmation to be structured in the form of a hierarchy.Show, for example, that certain service parts belong to a service or that a service consists of several individual services.Facilitate service order creation as partner and organization data is inherited by sub-items from superior items.

Cumulation and PricingWhen values from sub-items are cumulated, this value is assigned to the higher-level item.

Pricing conditions can either be duplicated in all assigned sub-items or applied to the cumulated value of all assigned sub-itemsA BAdI is provided to enable customers to define specific rules regarding the cumulation of values

SAP 2007 / Page *Basic Functions and Master DataCategorizationAbility to describe or flexibly categorize a transaction at header and item level by using drop-down list boxes or a tree structure.The categorization profiles used in transactions are assembled via the category modeler and use codes as a basis for modeling the hierarchy of categories a user is able to choose from.

Example to Follow in next slide

SAP 2007 / Page *Basic Functions and Master Data

SAP 2007 / Page *Counter Integration : Master Data

SAP 2007 / Page *1. Overview Current Solution Service Order Processing Further InformationService Order Processing

SAP 2007 / Page *Service Quotation Processing: FeaturesService Order and Service Contract Quotations:Can be created for service orders and service contractsProvide customers with information regarding prices and terms of delivery before the actual order or contract is created

Creation of a Service Quotation from a Service Order:Follow-up function is used to create a service order from the quotationReference to the quotation can be found in the Service Order Transaction History

SAP 2007 / Page *Service Order Processing: FeaturesContract DeterminationThe system checks automatically during creation of the service order whether a contract exists for the customer:

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

SAP 2007 / Page *Service Order Processing: Features Warranty DeterminationThe system checks automatically during creation of the service order whether a warranty exists for the product, object, or IBase that has been entered. Warranty AnalyticsWarranty Usage ListShows for a particular reference object, which individual objects are covered by valid time-based warrantiesWarranty Expiration AnalysisShows which time-based warranties are going to expire in a specific time period per product, product group, object family, account, or regionWarranty Entitlement AnalysisShows the percentage of service order items containing reference to a warranty per characteristic (for example, per product, product group, object family, account, or region)

SAP 2007 / Page *Service Order Processing: FeaturesCredit Limit CheckA credit check can be activated in CRM service orders at header levelIf a credit check is active, the setting of the status Released is prevented if:The manual or automatic credit check has not been performedThe result of the credit check is not OKAuthorization for Releasing ItemsSince different people within a company may be responsible for releasing items and for setting the credit release, it is possible to set the necessary authorizations in the users status profile

SAP 2007 / Page *Service Order Processing: FeaturesLogistics IntegrationEnsures that service parts and external resources for service order processing are available at the right place and timeAllows the integration of third party service providers and suppliersOffers Logistical OptionsService PartsReservationPurchase RequisitionPurchase OrderExternal ResourcesPurchase RequisitionPurchase OrderShows processing status of the logistical processes that are carried out in SAP ERP and can be monitored within the transaction history of the service orderThis will Be Discussed in Session on Logistics intergration by SAM Muppala.

SAP 2007 / Page *Logistics Integration: Service PartsService Part ItemsProcurement ParametersService OrderSAP ERPLogistical OptionsCRMInbound ProcessingDeliveryGoods ReceiptService Order 781231 Reservation 2835

Purchase Requisition 443

Purchase Order 124334

Goods ReceiptTransaction HistoryReservationPurchase RequisitionPurchase OrderItem CategoryProcess TypeService Organization

SAP 2007 / Page *Service Order Processing: Features

ERP BillingThis enables the use of already established SAP ERP billing infrastructure for CRM Service processes (service contracts, service orders, and confirmations). Service initiation, planning, and execution is carried out in CRM.Billing-relevant items from CRM service orders, contracts, and confirmations are transferred to the SAP ERP system as a debit request where SAP ERP Billing can then be carried out.

This will Be Discussed in Session on Financial intergration by SAM.

SAP 2007 / Page *Service Order Processing: FeaturesPricing Information/AgreementsPricing information can be entered both at header and item level, and includes: Gross and net value prices, tax, and shipment costs Currency, customer pricing procedure, and statistical information Tax informationControlling IntegrationCosts resulting from a service order (for example, hours worked by a field service employee or spare parts ordered for a customer) can be tracked and posted to an internal cost collector in FI/COBW analyses can be defined based on costs in the service order (for example, costs that have arisen from services covered by warranty)

This will Be Discussed in Session on Financial intergration by SAM.

SAP 2007 / Page *UI FeaturesONE web-based UIKnown Web application styleUnified behavior across CRM scenariosEasy-to-useEasy and clear navigationFast time-to-use: Lean end-user documentation and E-tutorialsHigh productivity: Groupware integration, Upload/Download, Browser Printing, Ad-Hoc Reporting, SearchingFlexibleCustom Field ConfigurationCustom Screen LayoutsPersonalization by end-user: search, groupware, homepage

Based on proven IC Web ClientSAP Enterprise Portal is an Option but not requiredTailored to Users in Sales, Service, and MarketingReplaces CRM PCUI and SAPGUI

SAP 2007 / Page *Service Professional: Home

SAP 2007 / Page *Service Professional: Calendar

SAP 2007 / Page *Service Professional: Service Order Personalization

The customer responds to a marketing campaign and requests a quotation for a number of products and services. The service representative creates a quotation for the products and services requested and communicates this to the customer via phone or Email.The customer accepts the quotation. The service representative converts the quotation into a service order and releases the order.The field service representative performs the service assignment at the customer site and performs confirmation for the work done, materials used etc.The service manager checks and approves the confirmation data and decides which costs should be billed to the customer.The service manager triggers billing of the customer and performs analyses of the complete service order processing cycle.When you create a service order quotation, service order, or service confirmation, you can define that an item is a sub-item by entering the number of its superior item in the field Higher-Level Item. Please note that the categorization codes described on this slide only refer to Description, Cause, Reason or Location codes, not to Product Catalog Codes. It is currently not possible to integrate external product catalog codes.Coherent categorization of codes means that codes that are available for selection depend on the code that was selected previously. For example, if the code P1 Printer error is selected initially, the following codes that are available for selection will all be relevant for printers. For example, P1-A Paper jam, P1-B Printer cartridge error, P1-C Printer toner not availableIf service parts are required for processing a service order, it has to be sure that these service parts are available on the required date.Depending on whether the service part is already in stock or whether it first needs to be procured or even manufactured, different logistic processes have to be carried out. The following options for procuring service parts are provided:ReservationPurchase requisitionPurchase orderDuring the creation of the service order the user has the possibility to choose one of three options or the system makes the choice based on different parameters (e.g. Item category, process type, service organization). In Customizing, you define all the relationships and checks that the system uses to determine and execute the required logistics scenario. The determination of the source of supplier takes place automatically in SAP ERP procurement, but it is also supports the assignment of the source of supplier directly from an external catalog during the creation of the service order. This data is then transferred into SAP ERP.After the creation of the service order it is possible to track the processing status of each individual item within the document flow.The procurement of external resources (e.g. technicians) works in a similar way, but please see next slide for details and descriptions.For details about the External Procurement, see the scenario or process description available under Gen. Documentation. Hint: This part is working with the Service Industry Extensions for CRM 4.0 only.

If service parts are required for processing a service order, it has to be sure that these service parts are available on the required date.Depending on whether the service part is already in stock or whether it first needs to be procured or even manufactured, different logistic processes have to be carried out. The following options for procuring service parts are provided:ReservationPurchase requisitionPurchase orderDuring the creation of the service order the user has the possibility to choose one of three options or the system makes the choice based on different parameters (e.g. Item category, process type, service organization). In Customizing, you define all the relationships and checks that the system uses to determine and execute the required logistics scenario. The determination of the source of supplier takes place automatically in SAP ERP procurement, but it is also supports the assignment of the source of supplier directly from an external catalog during the creation of the service order. This data is then transferred into SAP ERP.

After the creation of the service order it is possible to track the processing status of each individual item within the document flow.The procurement of external resources (e.g. technicians) works in a similar way, but please see next slide for details and descriptions.

For details about External Procurement, see the scenario or process description available under Gen. Documentation.

Hint: This part is working with the Service Industry Extensions for CRM 4.0 only. Service Industry Extensions for CRM 4.0 , it was only possible to bill service orders and service contracts in SAP CRM with the Billing Engine. However, there is also a need to bill for these objects in SAP ERP, as this constitutes a system and organizational infrastructure that is already implemented and functioning well, and should, for this reason, be used for CRM processes too. With the Service Industry Extensions for CRM 4.0 , the pricing infrastructure from SAP ERP, which is already used for sales billing, can also be used for service billing.Service initiation, planning, and execution will occur in the SAP CRM system. The service orders, service contracts, and service confirmations themselves will be not replicated to SAP ERP. All billing-relevant items from service orders, service contracts, and service confirmations will be transferred to a debit request in SAP ERP. the CRM provides all information required such as business partner, spare parts and services, pricing, billing dates. In addition to that, information about billing modalities will be available. This ensures that new methods of payments will be supported:Credit cardCash sales / collection (encashment)

For details about the Billing of Service Confirmations in R/3, see the scenario or process description available under Gen. Documentation.

Hint: This part is working with the Service Industry Extensions for CRM 4.0 only.