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© 2014 SAP SE or an SAP affiliate company. All rights reserved. 2Customer
Agenda
Overview
Solution in Detail
Package Deployment
Software Products and System Landscape
Detailed Scope
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 3Customer
Solution At-a-Glance : SAP CRM Service Management rapid-deployment solution
Business Requirement Solution
What is my pain?•Customers are challenged by the following topics when offering customer support and field services in their service portfolio:•Customer information, their installed base, and relevant contract and warranty information•Productivity of back-office personnel as well as service technicians•Having the right technician with the right parts completing the work the right way the first time•Time-consuming, paper-based work order processes•Efficient processing of complaints and returns
What are my needs?•ŸImprove operational excellence•ŸIncrease productivity and utilization of field engineersŸ•Develop service team into a high performing organization•ŸIncrease service efficiency•ŸReduce costsŸ•Increase service revenue•ŸIncrease customer satisfaction
Solution description•This rapid-deployment solution provides support for field service planning, execution, and confirmation; complaints and returns management and solution selling. Preconfigured functionality and templates accelerate implementation time
In Scope•Interaction Center Service Request Management•IC Service Order Management•Service Order Management (CRM Standalone)•Service Order Management (ERP Integration)•Complaints and Returns•Solution Selling
Deploy Service Management Quickly and Affordably
Ready to run, a solution with fixed scope, predefined services at a predictable price with the flexibility for future extension
Learn more Learn more
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 5Customer
Business challenges There is a solution
Deploy Service Management Quickly and Affordably
ŸCustomers are challenged by the following topics when offering customer support and field services in their service portfolio:
Customer information, their installed base, and relevant contract and warranty information
Productivity of back-office personnel as well as service technicians
Having the right technician with the right parts completing the work the right way the first time
Time-consuming, paper-based work order processes Efficient processing of complaints and returns
This rapid-deployment solution provides support for service agents and managers handling customer issues; field service planning, execution, and confirmation; complaints and returns management and solution selling. Preconfigured functionality and templates accelerate implementation time.
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 6Customer
Interaction CenterService Order Management (CRM
Standalone and with ERP Integration)
Complaints & Returns Management (only with ERP
Integration)
Solution Selling
Service Request with Knowledge Article
Service Order Management
Service Quotation, Order and Confirmation Management
ERP Billing* CRM Billing Resource Management (optional)
Complaints Management Credit Memo and Billing
Management Returns and Inbound Delivery
Processing*
Package Quotation
Business process scope covered in SAP CRM Service Management rapid-deployment solutionService functionality, that helps you achieve your CRM Vision
* for existing ERP SD customers only; requires ECC 6.0 EHP6. Please see the notes section of the slide for more information
Foundation(Mandatory)
For existing ERP customers, accounts and contacts and installed base will be uploaded from the ERP system into CRM.
For Standalone customers, accounts and contacts and an installed base will be created in CRM.Service products (labor), warranty products and service contract products will be created in CRM.
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 7Customer
Business benefits Measurable success Utilization of resources Service level compliance Mean time to repair First-time fix rate Service order lead time Resource productivity
Benefits for you
ŸImprove operational excellence ŸIncrease productivity and utilization of field
engineersŸ Develop service team into a high performing
organization ŸIncrease service efficiency ŸReduce costsŸ Increase service revenue ŸIncrease customer satisfaction
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 9Customer
Scope and benefits
Interaction center service request management enables service agents and managers to streamline the service process to resolve customer issues. The process provides agents handling inbound service activities with tools to process service requests during interaction with the customer, avoiding unnecessary callbacks or follow-ups.
The process takes place in the Web-based environment of the interaction center in SAP CRM.
In order to leverage the full capabilities of SAP HANA the NEW Agent-Inbox-Accelerator secures high speed in the Agent-Inbox search including Agent-Inbox Manager Dashboard.
Increased responsiveness and customer satisfaction Improved interaction consistency and ease of doing
business Accurate customer information, easily accessible via
the agent’s desktop Increased revenue by delivering the right service to
the right customers based on entitlements Accerated Agent-Inbox searches when using SAP
HANA Agent-Inbox Work Distribution Dashboard when
using SAP HANA
Interaction Center Service Request Management with Knowledge Articles:
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 10Customer
In the system
Processing of inbound e-mails Processing of inbound phone calls (note:
computer telephony integration (CTI) is not part of this scenario)
Account identification Display installed base Check customer interaction history Provide a solution using knowledge
articles Service request creation Checklist execution Request routing (second-level)
Key functionality
Interaction Center Service Request Management with Knowledge Articles:
Service request processing in the Interaction Center
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 11Customer
IC Service Request Management with Knowledge Article(1/2) Incoming E-Mail Processing
SAP Customer Relationship Management
Interaction Center Agent Service
Identify and Confirm Account
Check Customer Interaction History
Complete Interaction Record
Select E-Mail
Search Knowledge Article
Create Service Request & Provide Knowledge
Article by E-Mail
End Interaction
Customer
Send E-Mail
Receive Knowledge Article via E-Mail
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 12Customer
IC Service Request Management with Knowledge Article(2/2) Incoming Call Processing
End Interaction
Interaction Center Agent Service
Open Service Request
Change Service Request & Route to 2nd Level
Identify and Confirm Account
Complete Interaction Record
SAP Customer Relationship Management
Customer
Receive E-Mail with status change
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 13Customer
Scope and benefits
This business process describes the link between the service request creation process and the field service process since a technician is required onsite to resolve the issue.
The service order is created from the service request and where applicable an appointment with the customer is scheduled. Service prediction allows technicians to be better prepared with spare parts when using SAP HANA.
The scenario runs in the Interaction Center Web Client of SAP CRM.
Increased responsiveness and customer satisfaction Improved interaction consistency and ease of doing
business Accurate customer information, easily accessible via
the agent’s desktop Increased revenue by delivering the right service to
the right customers based on entitlements Service prediction allows technicians to be better
prepared with adequate spare parts based on historical data avoiding multiple visits
Interaction Center Service Order Management:
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 14Customer
In the system
Open service request Create service order Appointment scheduling where
applicable
Key functionality
Interaction Center Service Order Management:
Resource Scheduling in the Service Order in the Interaction Center
Service prediction in the Service Order in the Interaction Center
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 15Customer
Interaction Center Service Order Management
SAP Customer Relationship Management
BP IC Agent Service
Create Service Order
Open Service Request
Schedule appointment with Customer
Customer
C53 IC Service Request Mgt with
KA
C68 or C69 Service Order Management
Appointment Scheduling
Complete Interaction Record
End Interaction
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 16Customer
Scope and benefits
This business process covers the entire process flow for a service inquiry:
•Service Quote and Service Order Management
•Service Resource Scheduling using SAP Visual Business to visualize demands and resources as well as matching assignments and their proximity on geographical maps.
•Service Confirmation and Billing
ŸReduction of internal costs through an integrated end-to-end service order processing
ŸIncreased utilization and productivity of field service engineersŸ
Improved SLA compliance and customer satisfaction through integrated contract and warranty processing
Increased customer satisfaction Review the workload of your team using interactive
reporting Easily optimize daily routes for service technicians
even if their assignments change frequently while they are on the road using visual business
Service Order Management (CRM Standalone):
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 17Customer
In the system
Create quotation Convert quotation to service order Determine warranty and service contract Assign service items to service
employees Create service confirmation Create billing document Send invoice to customer
Key functionality
Service Order Management (CRM Standalone):
Service Order Processing in SAP CRM
Resource Scheduling using Visual Business
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 18Customer
Service Order Management (CRM Standalone)SAP Customer Relationship Management
Service Manager
Convert Quotation to Service Order and Release
Create Service Confirmation
Service Employee
Create Quotation
Service Technician
Assign Service Item(s) to Service Employee(s)
Create Billing Document
Send Quotation to Customer
Check Quotation Items
Send Invoice to Customer
Release Items for Billing
Fulfill Service Onsite
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 19Customer
Scope and benefits
This business process covers the entire process flow for a service inquiry:
•Service Quote and Service Order Management
•Service Resource Scheduling using SAP Visual Business to visualize demands and resources as well as matching assignments and their proximity on geographical maps.
•Service Confirmation and Billing (including possibility to perform ERP Billing if SAP SD has been implemented)
ŸReduction of internal costs through an integrated end-to-end service order processing
ŸIncreased utilization and productivity of field service engineersŸ
Improved SLA compliance and customer satisfaction through integrated contract and warranty processing
ŸLeverage SAP ERP investments through an out-of-the-box integration into existing ERP processes for financials and logistics
Increased customer satisfaction Review the workload of your team using interactive
reporting Easily optimize daily routes for service technicians
even if their assignments change frequently while they are on the road using visual business
Service Order Management (ERP Integration):
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 20Customer
In the system
Create and send quotation to customer Convert quotation to service order Determine warranty and service contract Create Internal Order - with ERP integration Assign service items to service employees Create service confirmation Create billing document in SAP ERP Ÿand send
Invoice to customer - only for existing SAP ERP SD customers
Create billing document and send invoice to customer in SAP CRM
Time Sheet update - with ERP integration Controlling integration (costs & revenues) - with
ERP integration
Key functionality
Service Order Management (ERP Integration):
Service Order with Integration into SAP ERP
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 21Customer
Service Order Management (ERP Integration)
Service Manager
Convert Quotation to Service Order and
Release
Create Service Confirmation
SAP Customer Relationship Management
Service Employee
Create Quotation
Service Technician
Assign Service Item(s) to Service Employee(s)
Create Billing Document
Send Quotation to Customer
Send Invoice to Customer
Service Employee
SAP ERP
Fulfill Service Onsite
Create Sales Order
1Time Sheet Update*
Create Internal Order*
Post Goods Issue*
Check Quotations Items
* Step only occurs if the processes have been configured in ERP
1 Dynamic RFC – C71
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 22Customer
Scope and benefits
This business process illustrates the entire process flow from creation of a customer complaint in the system, to inbound delivery of a defective product, to the creation of a credit memo for the customer.
ŸReduction of internal costs through an integrated end-to-end complaints and returns processing
ŸImproved complaint processing by providing access to all related documents and data
ŸIncreased customer satisfaction through integrated entitlement check and efficient processing of the customer inquiry
Complaints and Returns Management (ERP Integration):
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 23Customer
In the system
Create complaint Determine warranties and contracts Create credit memo and return request Create sales order and billing
documents Create return request, process inbound
delivery and goods receipt Process goods movement
Key functionality
Complaints and Returns Management (ERP Integration):
Complaint creation
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 24Customer
Check Return Request
Create Sales Order
Process Inbound Delivery
Complaints and Returns Management
SAP Customer Relationship Management
Service Employee
Create Credit Memo
Create Complaint
Create Billing Document
Complete Complaint
Process Goods Receipt
SAP ERP
Create Return Request
1
1 Dynamic RFC – C71Process Goods
Movement
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 25Customer
Scope and benefits
The Solution Selling scenario provides customers with package quotations which are created for combinations of products, including one-time service and longer-term contract-based services, and are used to offer packaged solutions to customers.
Once a package quotation is accepted by the customer, all follow-up processes are automatically executed – from logistics and service delivery to billing and receivables.
Increase cross-sell / up-sell offers that result in a sale by offering predefined packages and proposing complementary products and services
Improve sales force productivity by bundling accurate, technically feasible packages into a single preconfigured transaction
Sales teams can eliminate errors and enhance accuracy as well as the customer experience
Intuitive interfaces also help sales teams work more quickly and accurately
Solution Selling:
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 26Customer
In the system
Create package quotation Accept quotation Create service contract and service
contract processing Create service order Create sales order
Key functionality
Solution Selling:
Solution Selling Quote creation
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 27Customer
109 - Sales Order Processing: Sale
from Stock 1
Solution Selling
SAP Customer Relationship Management
Service Employee
Accept Quotation
Create Package Quotation
SAP ERP
C69 – Service Order
Management
Create Sales Order
Create Service Order
Create Service Contract
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 29Customer
What’s included – Service scope
Rapid deployment of service management with SAP CRM V2.703
Accelerators support each deployment activity
The service offers our customers a preconfigured solution, at a fixed price, based on best practices covering service and interaction center processes. The quick-time-to-value speeds the implementation methodology. The actual duration is dependent on the number of packages implemented.
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 30Customer
Project plan and timelines
Prepare Project
Kick off workshop
Select Options
Confirm Installation
SAP involvement Customer involvement
Start RunDeploy1 32
Activate Solution
Confirm Activation
Implement Options
Train Key Users
Set up Customer Data
User Acceptance Testing
Switch to Production
End-user Training and Organization Change Management
Hand over of solution
Go-live and Support
Note: This slide represents a typical deployment. Exact details may differ according to solution.
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 31Customer
What does SAP deliver? What do you have to do? Provide the IT infrastructure (server) Install the SAP application, on the development and
production environments Provide fixed contact people in the business and IT
departments Conduct end-user training and change management Conduct performance and integration testing Perform data migration and cleansing Transport to production
Service ScopeKey deliverables
1. Kick-off Workshop 2. Confirm Installation 3. Activation of Solution 4. Confirm Activation of Solution 5. Key User Training Workshop 6. Go-Live assistance
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 32Customer
Integration points in scope
Integration Point
From Product/ Solution
To Product/ Solution
Type Description
Short description of Integration Point
From SAP product that integrates
To SAP product that integrates
Technical nature of integration e.g. ALE
Longer description of scope of integration perhaps covering business objects or data
Customer Master Data
CRM ERP CRM Middleware
Optional download and delta loads of customer master data from ERP to Business Partners in CRM
Information for Reporting
CRM BW Daily BW Extractor
Summary information for CRM activities, leads and opportunities passed to BW
Controlling object creation
CRM ERP Financials Software integration
Internal order is created in controlling as a cost collector
Time sheet information
CRM
ERP Human Capital Management
Software integration
Time sheet information is created based on the hours confirmed by the service technician
Information for complaints & returns processing
CRM ERP Logistics Software integration
Information is passed from CRM and a sales order, billing document, return request, inbound delivery and goods receipt are processed in ERP.
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 33Customer
Integration points in scope
Integration Point SAP Products Type Description
Customer Master Data CRM and ERP CRM Middleware Optional download and delta loads of customer master data from ERP to Business Partners in CRM
ERP/TREX CRM and ERP and TREX
CRM Middleware Integration Points:1)Business ConfigurationIntegration points exist for master data (customer, product [standard sales products, not service products], pricing condition), account hierarchy, organizational data for sales, and sales area data. In addition ERP quotations and ERP sales orders can be accessed through the CRM WebUI. Plus a sample set of existing ERP transactions can be accessed via the 'transaction launcher' feature through the CRM WebUI.2)Technical ConfigurationIntegration points exist…for the connectivity between ECC and CRM. for the required customizing from SAP ERP.with SAP NetWeaver Search and Classification (TREX).
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 34Customer
Service scope optionsfielService Module Costs
Scope Options Required Scope Items / Functionality delivered
Foundation Mandatory For existing ERP customers, accounts and contacts and installed base will be uploaded from the ERP system into CRM
For Standalone customers, accounts and contacts and an installed base will be created in CRM. Service products (labor), expense products, warranty products and service contract products will be created in CRM
Interaction Center Optional Service Request with Knowledge Article Service Order Management
Service Order Management (CRM Standalone and with ERP Integration)
Optional Service Quotation, Order and Confirmation Management ERP Billing or CRM Billing Resource Management (optional)
Complaints & Returns Management (only with ERP Integration)
Optional Complaints Management Credit Memo and Billing Management Returns and Inbound Delivery Processing
Solution Selling Optional Package Quotation
The customer can select which scenarios they would like to implement. The Foundation is required in all cases.
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 36Customer
Which software is used?
EHP3 FOR SAP CRM 7.0 (SP03) / NW 7.40 (SP05) EHP7 FOR SAP ERP 6.0 (SP03) SAP NW 7.1, latest revision For the resource planning application module, the workforce deployment server add-on is required SAP Solution Manager 7.1 (for SAP Solution Manager template and monitoring)
Software specific to SAP HANA SAP HANA, platform edit. 1.0 (SP07 Rev71) SAP HANA ANALYTICS FOR CRM 1.0 (SP05) SAP HANA CRM IC INBOX ACC 1.0 (SP00)
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 39Customer
Rapid Deployment of Service Management with SAP CRMDetailed Scope – SAP Core System Installation
Scope Details CRM Standalone
ECC Integrated
SAP Core Installation System Check
Activation of Web Client Services for SAP CRM
Organization Model Configuration
Connection to a SAP ERP Back-End System
Middleware and Integration Settings
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 40Customer
Rapid Deployment of Service Management with SAP CRMDetailed Scope – Account and Contact Management
Scope Details CRM Standalone
ECC Integrated
Business Partner RolesAccountsContactsCompetitorsProspectsEmployees
Download Licensee Master Data from the Connected SAP ECC to SAP CRMAccountsContacts
Data Upload from Data Import SectionAccountsContactsProduct
Customer HierarchyManual Creation in SAP CRMDownload from SAP ECC
Business Partner Relationships
Merge Accounts
Marketing Attributes
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 41Customer
Rapid Deployment of Service Management with SAP CRMDetailed Scope – Activity Management
Scope Details CRM Standalone
ECC Integrated
Three Activity Transaction TypesInteraction LogE-mailVisit
One Task Transaction Type
Four User Defined Category Values
One Activity Journal Template
Access Sequence for Determining Sales Representative
Three New Partner Determination ProceduresOne With Calendar Entries for ActivitiesOne Without Calendar Entries for ActivitiesOne Without Calendar Entries for Tasks
Action Profile with Example Actions for Follow-up Tasks, Printing and Reminder E-mails
One Questionnaire Attached to Activity
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 42Customer
Rapid Deployment of Service Management with SAP CRMDetailed Scope – Service Process
Scope Details CRM Standalone
ECC Integrated
Three Transaction TypesService QuotationsService OrderService Order Template
Create Service Quotations/Order from Service Template
Categorization Schema with HierarchyMaximum of Four LevelsTotal of 24 Entries
Standard Profiles/Procedure for:Org DeterminationStatusPartner DeterminationDateActionPricing
Warranty Determination
Service Contract Determination
Qualification Integration for Resource Planning
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 43Customer
Rapid Deployment of Service Management with SAP CRMDetailed Scope – Service Process (2)
Scope Details CRM Standalone
ECC Integrated
Notes (Five Text Types)
Standard Priority Values
Access Sequence for Determining the Responsible Service Employee Group
Availability Check for Service Parts
Creation or Assignment of an Internal Order as a Cost and Revenue Collector in ECC FI/CO
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 44Customer
Rapid Deployment of Service Management with SAP CRMDetailed Scope – Service Confirmation
Scope Details CRM Standalone
ECC Integrated
One Service Confirmation Transaction Type
Service Confirmation as a Follow-up to Service Order or a Standalone Confirmation
Maintain Labor and Spare Parts
One Additional Accounting Indicator
Post Goods Issue
Time Transferred to Cross Application Time Sheets
Costs Posted to Internal Order
All SAP ECC Integration Assumes that Standard SAP ECC Functionality is Already Implemented
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 45Customer
Rapid Deployment of Service Management with SAP CRMDetailed Scope – Billing
Scope Details CRM Standalone
ECC Integrated
One CRM Billing Transaction Type
Create Billing Document for all Billing Relevant Items as a Follow-up to Service Confirmation Only
Action Profile with Example Action for Printing Invoice
Billing Relevant Configuration to Hand Over Billing Relevant Items Completed in SAP CRM
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 46Customer
Rapid Deployment of Service Management with SAP CRMDetailed Scope – Resource Planning & Scheduling
Scope Details CRM Standalone
ECC Integrated
Resource Planning ApplicationSetup for Service Order-based DemandsIdentification and Matching of Resources with DemandsSelection and Assignment of Resource with Demand
Make Resources Available for Service Resource Planning (Employees Only)
Configuration Details for Service Arrangements:Job Functions (up to 10)Job Level (up to 5 for Each Job Function)Service AreasQualifications (up to 10)Time Allocation Types (up to 10)
Maintain Appointment Groups and Intervals (up to 4 Groups with up to 6 Intervals per Group)
Assignment Notification (Email Only) Sent to Assigned Technician
No Separate Resource Planner Role
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 47Customer
Rapid Deployment of Service Management with SAP CRMDetailed Scope – Service Contract
Scope Details CRM Standalone
ECC Integrated
One Service Contract Transaction Type
Standard Profiles/Procedure for:Org DeterminationStatusPartner DeterminationDateActionPricing
Cancellation Procedure
Service Contract Determination in Service Order, Confirmation as well as Complaint
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 48Customer
Rapid Deployment of Service Management with SAP CRMDetailed Scope – Installed Base
Scope Details CRM Standalone
ECC Integrated
Maintain Components
Maintain Warranty Start Date
Definition of Warranty Master
Download of Equipment Record and/or Functional Location
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 49Customer
Rapid Deployment of Service Management with SAP CRMDetailed Scope – Complaints & Returns
Scope Details CRM Standalone
ECC Integrated
One Transaction Type for Complaints
Standard Profiles/Procedure for:Org DeterminationStatusPartner DeterminationDatePricing
Credit Memo and Return Items
ReturnsReturn RequestReturn DeliveryGoods Receipt & Goods MovementCredit Memo Request
All SAP ECC Integration Assumes that Standard SAP ECC Functionality is Already Implemented
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 50Customer
Rapid Deployment of Service Management with SAP CRMDetailed Scope – Solution Selling
Scope Details CRM Standalone
ECC Integrated
One Transaction Type for Packaged Quotation
Three Standard Actions for Creation of Service Order, Service Contract and Sales Order
One Packaged Product to Include Existing Service Product, Service Contract Product and Sales Product as Dependent Components
Standard Profiles/Procedure for:Org DeterminationStatusPartner DeterminationDateActionPricing
Copy Control from Packaged Quotation to:One Service OrderOne Service ContractOne Sales Order
Assumes that CRM Sales Order Functionality is Already Implemented
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 51Customer
Rapid Deployment of Service Management with SAP CRMDetailed Scope – Interaction Center (IC) Foundation
Scope Details CRM Standalone
ECC Integrated
Two Transaction TypesIC ActivityInteraction Record
One Category Value for IC Activity
Inbound Channels:Telephone (No CTI)E-mail
Inbox Profile
IC Inbox Search and Monitoring
Creation of Two E-mail Addresses, One for Incoming and One for Outgoing
One E-mail Profile
One Reply Address for Automatic E-mail Acknowledgement
Multiple E-mail Addresses for System Users
One Sample E-mail Template
Navigation Profile
One Toolbar Profile Specific to Email Layout
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 52Customer
Rapid Deployment of Service Management with SAP CRMDetailed Scope – Interaction Center Service Request
Scope Details CRM Standalone
ECC Integrated
One Service Request Transaction Type
One Knowledge Article Transaction Type
Checklist Assigned to Service Request with Tasks (Steps)
One Sample Response and One Sample Service Profile
Pre-Defined Categorization Profile
Two Pre-Delivered Sample Knowledge Articles in the Knowledge Base
Notification Framework for Email Notifications
Service Request Dashboard for IC Manager Role
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 53Customer
Rapid Deployment of Service Management with SAP CRMDetailed Scope – Interaction Center Service Order
Scope Details CRM Standalone
ECC Integrated
Service Order as One of the Main Category for the Inbox Profile
Eleven Work Centers for the Service Business Role
One Logical Link to Access the Service Order from the Navigation Bar
One Order Routing Rule for Service Order to be Routed to IC Second Level Support Group
Second Organization Unit for Second Level Support Reporting Under the Root Service Organization
Service Duration and Service Parts Prediction (Requires SAP HANA and SAP ECC)
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 54Customer
Rapid Deployment of Service Management with SAP CRMDetailed Scope – Interactive Reporting
Scope Details CRM Standalone
ECC Integrated
Activate the Standard Reports and Infotypes for Use in Reporting
Foundation Reports:Accounts with Open ActivitiesActive Accounts
Service Reports:Interaction Records by Account and CategoryService Requests by Account, Status and Priority
Enable Creation of Custom CRM Interactive Reports for Users of the Following Business Roles:Service ManagerSales ManagerIC ManagerPower User
Customize the Navigation Bar and Activate Reporting Links
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 55Customer
Rapid Deployment of Service Management with SAP CRMDetailed Scope – Business Roles
Scope Details CRM Standalone
ECC Integrated
Account and Contact Management and Activity ManagementService EmployeeService Manager
Service Order Management and Solution SellingService EmployeeService ManagerService Technician
Complaints & Returns ManagementService EmployeeService Manager
Interaction CenterIC ManagerIC Agent Service
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 57Customer
FAQ
Can I implement this rapid-deployment solution if I already have basic CRM functionality implemented not using an RDS?No, the rapid deployment service is based on a greenfield implementation.
I have implemented the SAP CRM rapid-deployment solution? Can I now implement the SAP CRM Service Management rapid-deployment solution on top?No, the rapid deployment service is based on a greenfield implementation
If I already have ERP, can I use my accounts and contacts and installed base?For existing ERP customers, accounts and contacts and installed base will be uploaded from the ERP system into CRM.
Can I only purchase Complaints and Returns Management?Yes, you can only purchase the service for implementing complaints and returns management.
Is it possible to include functionality which is not included in the current scope of the rapid-deployment solution?Yes, some flexibility is outlined in the statement of work, if this is not covered then additional agreements need to be made
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 58Customer
FAQ
Is the rapid-deployment solution compatible with my solution for CTI (telephony integration)The rapid-deployment solution is compatible with most major CTI products such as Avaya, Cisco, Genesys, Interactive Intelligence, Siemens, and of course SAP BCM. Please also review the Partner Information Center. Only internal: For additional questions please contact John Burton, Solution Management.
Does the package include SAP JAM integration for the service request and service order?No, you need to implement SAP Business Collaboration rapid-deployment solution to include this functionality.
For more information, go to the service marketplace service.sap.com/rds-collab-crm
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Thank You!
Contact information:
F name MI. L nameTitleAddressPhone number
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
SAP Rapid-Deployment solutionsThe fastest way to run your business better
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 62Customer
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP SE or an SAP affiliate company.
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Some software products marketed by SAP SE and its distributors contain proprietary software components of other software vendors.
National product specifications may vary.
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or warranty of any kind, and SAP SE or its affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP SE or SAP affiliate company products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty.
In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation, and SAP SE’s or its affiliated companies’ strategy and possible future developments, products, and/or platform directions and functionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reason without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions.
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