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![]() Skip to end of metadataGo to start of metadata 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:
1.3 Serial Number Integration
Serial Number attribute supported within Advanced Search of:
1.4 Organizational Data and Organizational Data Determination1.5 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:
1.9 Product Catalog Integration![]()
Selection of products to be copied to service order or quotation
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
1.12 Pricing
Pricing information can be entered both at header and item level, and includes:
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:
1.14 Counters and Readings
Counters can be assigned to:
External Interface for Entering Counter Readings
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
2.1 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
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:
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 PSLs when referencing an individual object in the service order
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.
3.1 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:
4.1 Amount Allocation
Splitting of billing-relevant items possible
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:
4.2 CRM Billing
Billing information can be entered both at header and item level, and includes:
It is possible to define the following information for an item:
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
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:
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)
5.1 Service Process Analytics
Timestamps can be recorded at predefined stages during service processing, enabling processing durations to be calculated
Pairs of timestamps can be used to flexibly define key performance figures for service processing
5.2 Timestamp AnalysisDocument-related Processing Lifecycle Analysis
Business Object: Service Order Quotation
Business Object: Service Order
Business Object: Service Confirmation
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