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1. Generic Functions

1.1 Header and Item Data

Header Data - Process Controlling Automatic Triggering of Warranty Start

Item Data - Information that is valid for specific service document items only; Support of service, service part, tool, sales, and expense items in the service order quotation and order

1.2 Reference Objects

Reference objects, such as installed bases, components, individual objects, and products can be entered at header level or item level as a basis for:

  • Determining whether a contract or warranty exists
  • Determining relevant qualifications or skills
  • Generating proposal items
  • Assigning counters and creating readings

1.3 Serial Number Integration

Serial Number attribute supported within Advanced Search of:

  • Service Order
  • Service Confirmation
  • Service Contract
  • Complaint
  • Return
  • Object
  • Installed Base


1.4 Organizational Data and Organizational Data Determination

Supported within all service documents

1.5 Parties Involved and Partner Determination

Supported within all service documents

Automatic identification and entry of business partners in transactions

1.6 Service Contract and Warranty Determination

The 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 order

The object list in the service order shows which items are covered by the contract

The system checks automatically during creation of the service order whether a warranty exists for the product, object, or IBase that has been entered.

1.7 Categorization

Ability 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.

1.8 Product Proposal

Product proposals can be generated and selected as items during service order creation, thus reducing order entry times:
  • Repair “is a service of” the product “Notebook Basic 15”
  • Multipower Adaptor “is an accessory of” the product “Notebook Basic 15”
  • 1 GB RAM Hard Disk Drive “is a spare part” of the product “Notebook Basic 15”
Integration of ERP Materials in Product Proposal: 
  • Bills of Material (BOMs) can be downloaded for Equipment from ERP into CRM 
  • Downloaded materials are stored as ERP Service Parts for the Equipment in the Equipment master data record in CRM 
  • The downloaded BOM is available in service transactions within the Product Proposal (based on the Equipment entered as a reference object) 
  • This facilitates easy identification of constituent materials and subsequent selection of items for service transactions

1.9 Product Catalog Integration

Integration to external product catalog
Selection of products to be copied to service order or quotation
Product comparison function 

1.10 Transaction History

Enables direct navigation to the ERP Sales Order in consistent WebUI format (for example, when a Sales item was entered in the CRM Service Order and then replicated in an ERP Sales Order)

1.11 Change History

Tracks all changes made to service documents
  • What was changed (e.g. Status, Value)
  • Old value, New value
  • Changed by
  • Changed on (Date/Time)

1.12 Pricing

Pricing 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 information

1.13 Credit Limit Check

A credit check can be triggered either manually or automatically
The manual credit check can be triggered at document header level
If a credit check is active, the setting of the status “Released” is prevented if:
  • The manual or automatic credit check has not been performed
  • The result of the credit check is not OK

1.14 Counters and Readings

Possible counter reading scenarios include:
  • Recording service histories(For example, recording of the mileage during the technical inspection of a car)
  • Claiming services(For example, recording of the number of times that a customer was in contact with your consultancy team during an implementation project)
  • Recording energy consumption (For example, household gas or electricity readings)
  • Assessing warranty claims based on consumption (For example, a car warranty only valid for the first 30,000 miles)
  • Scheduling service plans (For example, the next scheduled maintenance work that is scheduled after 1,000 operating hours)
Counters can be assigned to:
  • Objects
  •  Installed bases (IBase)
  •  Products
Counter readings can be entered in:
  •  CRM service orders
  •  CRM service confirmations
  •  CRM service plans

External Interface for Entering Counter Readings

  • Counter readings can be entered via a XIF interface

1.15 Costing of Service and Sales Transactions

Costing information made available for Service Order Quotations, Service Orders, Sales Orders, and Billing Requests
Information is displayed in the Price Details view and can be used to calculate a margin that is the difference between revenue and cost within a Pricing Procedure
Costs are derived from the costing module CO-PC, (part of ERP accounting)

1.16 Archive Search

When a search is performed for business documents and the required document is not found, it is possible to navigate to the Archive Search to perform the same search there
Supported search criteria are copied together with their entered values to the Archive Search screen

2. Service Order Processing

2.1 Service Plan

Used to plan and perform recurring services, enabling an object to be serviced throughout its complete life cycle
Service plan does not have to be linked to the contract, but instead can be linked to the object to be serviced. This enables the service plan to remain assigned to the object for its complete life cycle, even if its owner changes
Enhanced service plan simulation and forecasting capability enables you to plan the optimal capacity of your workforce

2.2 Logistics Integration

Ensures that service parts and external resources for service order processing are available at the right place and time
Allows the integration of third party service providers and suppliers
Offers Logistical Options
  • Service Parts
Purchase Requisition
Purchase Order
  • External Resources
Purchase Requisition
Purchase Order
Shows processing status of the logistical processes that are carried out in SAP ERP and can be monitored within the transaction history of the service order

2.3 Qualification Integration

Service orders and service order items can contain qualification requirements
Qualification requirements are inherited by the service order items from the service order header and by sub-items from superior items. They can also be changed manually by the user
Qualification requirements can be assigned to the following:
  • Business partner (main partner)
  • IBase/component
  • Service product
  • Object

2.4 Product Service Letter Integration

Solution covering the dealer/service provider side of PSL management

Automatic load of PSLs, including service template to store the details regarding the activities to be carried out
Manual creation and linking of PSL and service template
Search for valid objects when creating a PSL
Search for valid PSLs when referencing an individual object in the service order
Amount allocation and billing
BW analyses

2.5 Knowledge Article Integration

Navigation to the assigned Knowledge Articles enables user to see all other Service documents for which the Knowledge Article applies.

3. Service Confirmation Processing

3.1 Process Controlling

In confirmations, travel and working times and also expenses for services fulfilled can be confirmed in addition to services and materials.
The corresponding documents are created and posted in the ERP system. The corresponding document flow between CRM and ERP documents is written to the CRM system and displayed in the Transaction History of the confirmation.
The ERP Document Relationship Browser (DRB) (transaction ALO1) is used to display linked or related objects.
The relationships between the CRM service confirmation and the posted ERP documents are also stored in the ERP system, enabling these relationships to be displayed in the DRB.

3.2 Automatic Triggering of Warranty Start

Status “Completed” automatically triggers Warranty Start for Reference Objects of the Service being confirmed

“Installed On” used as Warranty Start date, 2-year validity from Warranty Product

Installation Parts listed in the Service item. Each of these objects is itself assigned to a Reference Product, which itself has different Warranties assigned.

Warranties are only assigned to an object if:

  • A Customer Warranty has not already been assigned to the object (to prevent  the existing Customer Warranty from being overwritten)
  • The Sales Organizational Data of the Warranty matches that of the Sales Organizational Data entered in the Confirmation
  • The Warranty itself is still valid (Validity data maintained in the Warranty Product)

4. Service Billing and Controlling Integration

4.1 Amount Allocation

Billable and Non-billable Items
  • Several external recipients for billable items (revenues)
  • Several internal recipients for non-billable items (costs)
Splitting of billing-relevant items possible
  • Several external and internal recipients are possible per item
  • Splits and rules are inherited by various items
Ability to define who should pay which expenses shortly before billing takes place.
The settlement of expenses at different times during the service process
Definition of rules and flexible grouping of items:
  • Example: Customer pays completely for all materials, but only pays 40% of the expenses for services 
  • Improved cost controlling by means of clear cost assignment

4.2 CRM Billing

Billing information can be entered both at header and item level, and includes:
  •  Payer and Bill-To Party
  •  Payment terms
  •  Billing block status
It is possible to define the following information for an item:
  •  Whether item values should be cumulated
  •  Pricing indicator
  •  Whether item is relevant for billing

4.3 ERP Billing

This 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.

4.4 Payment Card Processing with ERP Billing or CRM Billing

Customer is able to pay by credit, debit or corporate card

Multiple payment cards and amounts to be charged can also be specified
Authorization overview

4.5 Cumulation & Pricing

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

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

4.6 Pricing Information/Agreements

Pricing 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 information

4.7 Controlling Integration

Costs 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/CO
BW analyses can be defined based on costs in the service order (for example, costs that have arisen from services covered by warranty)

5. Service Analytics

5.1 Service Process Analytics

Timestamps can be recorded at predefined stages during service processing, enabling processing durations to be calculated
Processing durations can be measured:
  • within individual documents (for example, within the service order from the time that it status was set to “Released” until the time at which it was set to “Completed”
  • cross-application (for example, from the time that a service order was created by the customer via E-Service until the time that the confirmation for this order was created in CRM online)
Pairs of timestamps can be used to flexibly define key performance figures for service processing

5.2 Timestamp Analysis

Document-related Processing Lifecycle Analysis
  • Enables the status or the processor of a single document to be tracked. Each time a status is set for this document or changed, or a processor is assigned to the document or changed, this information is recorded together with the corresponding timestamp, enabling the processing lifecycle of a document to be analyzed.
  • Status Tracking shows how long a document (e.g. service order) had the status In process.
  • Processor Tracking shows how long someone was the processor of a document.
Cross-document Timestamp Analysis
  • Enables processing durations between timestamps that occur when predefined events take place and that are located within different documents to be analyzed.
  • Timestamp "pairs" can be used to calculate durations (Performance Key Figures) such as "Order Runtime" or "Time to Close". A number of predefined Performance Key Figures are shipped within standard customizing and customer-specific Performance Key Figures can be defined if required

6. SOA Services

Business Object: Service Order Quotation

  • Create Service Order Quotation
  • Find Service Order Quotation Basic Data by Elements
  • Read Service Order Quotation
  • Change Service Order Quotation

Business Object: Service Order

  • Create Service Order
  • Find Service Order Basic Data by Elements
  • Read Service Order
  • Update Service Order

Business Object: Service Confirmation

  • Create Service Confirmation
  • Find Service Confirmation Basic Data by Elements
  • Read Service Confirmation
  • Change Service Confirmation
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