C68 Service Order Management Standalone

SAP CRM 7.00

September 2010

English

Service Order Management Standalone (C68)

SAP AG Dietmar-Hopp-Allee 1669190 WalldorfGermany

Business Process Documentation

SAP Best Practices Service Order Management Standalone (C68): BPD

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Contents

1 Purpose............................................................................................................................. 5

2 Prerequisites...................................................................................................................... 5

2.1 Master Data and Organizational Data.........................................................................5

2.2 Preceding Process......................................................................................................6

2.3 Roles.......................................................................................................................... 6

2.4 Preliminary Steps........................................................................................................6

3 Process Overview Table....................................................................................................8

4 Process Steps.................................................................................................................... 9

4.1 Create Quotation........................................................................................................9

4.2 Check Quotation Items.............................................................................................11

4.3 Send Quotation to Customer....................................................................................12

4.4 Convert Quotation to Service Order..........................................................................12

4.5 Assign Service Item(s) to Service Employee(s)........................................................13

4.6 Create Service Confirmation.....................................................................................14

4.7 Create Billing Document...........................................................................................16

4.8 Send Invoice to Customer........................................................................................16



Service Order Management

1 PurposeThe purpose of this document is to describe the entire process flow from the creation and printout of a service quotation, to the appropriate service request-related steps like creation, resource planning and dispatching, confirmation, completion, billing, and service analysis.

This document summarizes several activities in a logical sequence. Generally, the completion of one activity is the prerequisite for the next activity. Depending on the configuration carried out in your project, some titles of tab pages and screen elements might appear differently from the description in this document.

2 Prerequisites

2.1 Master Data and Organizational Data

UseEssential master and organizational data were both created in and/or replicated to your CRM system during the implementation phase, such as the data that reflects the organizational structure of your company and master data that suits its operational focus, for example, master data for materials and customers.

Use your own master data (or use the following Baseline Package master data listed below if you have installed an SAP Best Practices Baseline Package) to go through the business process procedure:

Master / org. data

Value Master / org. data details

Comments

Sold-To Party 100000 Customer domestic 00

Contact Person Frank Bauer

Installed Base YBP_IB01 Best Practices IBase 01

External ID

Component <No of installed base component for <Product>>

Monitor Standard External ID

Product H21 Trading Good 7 Monitor Standard

Service CSSRV_01 Maintenance

Spare Part BP100 BP Spare Part 100

Contract <number of newly created service contract>

Contract assigned to <Component> (for contract creation: see the Configuration Guide of building block C40 - CRM Service Standalone).

Warranty BP_WTY BP Warranty Time Dependent



2.2 Preceding Process

UseThe scenario described in this Business Process Documentation is part of a bigger chain of integrated scenarios. Optionally, you first have completed the following business processes and conditions before you start any activities in this scenario:

Business condition Scenario

A number of service tickets that may have been created by an IC service agent can now be further processed.This scenario would then start with process step Convert to Service Order.

Interaction Center Service (C80)

2.3 Roles

UseThe following roles must have been created to test this scenario using the SAP CRM WebClient User Interface. The roles in this Business Process Documentation need to be assigned to the system user(s) you use to walk through this scenario.

(1) Log on to the CRM WebClient UI with the following users:

System User Business Role Bus. Role ID Employee Password

SERV_EMPL BP Service Employee BP_SRV_EMPL Barbara Lee welcome

SERV_MAN BP Service Manager BP_SRV_MAN Ryan Reval welcome

SERV_TECH BP Service Technician BP_SRV_TECH Matthew Carter welcome

If the password is invalid try the password initial.

(2) Log on to the BW system with any valid user.

2.4 Preliminary Steps

2.4.1 Log on to CRM WebClient UI

UseThe purpose of this activity is to describe how the service employees (user SERV_EMPL, SERV_MAN, and SERV_TECH) get first-time access to the SAP CRM WebClient UI. There are two options: Access from SAPGUI or via URL.

PrerequisitesThe appropriate SAP CRM WebClient role for the service employees has been assigned to all relevant users (SERV_EMPL, SERV_MAN, and SERV_TECH) in the CRM system.



Procedure1. Close all open browser windows.

2. Access the SAP CRM WebClient UI:

Option 1: Access from SAP GUI via Transaction:1. In the input field for transactions, enter transaction CRM_UI and press Enter.

Option 2: Access from SAP GUI via BSP Application:1. Log on to the CRM system with the system user for the BP Service Employee

(SERV_EMPL).

2. From the SAP menu choose Favorites. From the context menu, choose Add Other Objects.

3. Select URL type BSP Application.

4. Enter the following data:

Field name User action and values

BSP Applicat. CRM_UI_START

Description CRM WebClient UI

Start Page default.htm

5. Choose Continue.

6. Choose CRM WebClient UI from the Favorites.

7. In the dialog box Connect to <hostserver> enter the following data and choose OK:


User name SERV_EMPL

Password welcome

Option 3: Access via URL:The CRM WebClient UI can also be accessed using a Uniform Resource Locator (URL). The URL of the CRM WebClient UI has the following structure (default configuration):

http://<Host Name>.<Domain Name>.<Extension>:<Port Number>/sap/crm_logon?sap-client=<client number>

For example: http://uxcirsz.wdf.sap.corp:50028/sap/crm_logon?sap-client=100

Host Name, Domain Name and Extension can be derived from the message server of the underlying CRM system.

The port can be determined as follows:

1. Call transaction SMICM.

2. Choose Goto Services.

3. From the Active Services list choose the port for the HTTP service.



ResultYou have entered the SAP CRM WebClient User Interface as BP Service Employee with user SERV_EMPL.

3 Process Overview TableProcess step Business condition Business role Expected resultsCreate Quotation Service Employee Service Quotation

Header

Check Quotation Items

Service Quotation Header

Service Employee Quotation Items

Send Quotation to Customer

Quotation Items Service Employee Quotation Printout

Convert Quotation to Service Order

Service Quotation Service Employee Service Order

Assign Service Item(s) to Service Employee(s)

Service Order ItemQualifications

Service Manager Resource Plan

Create Service Confirmation

Service Order Item Service Technician Technical Confirmation

Create Billing Document

Confirmed SO ItemDebit Memo

Service Employee Billing Document

Send Invoice to Customer

Billing Document Service Employee Invoice Printout



4 Process Steps

4.1 Create Quotation

UseA service quotation is created directly in the CRM system by a service employee.

PrerequisitesYou are logged on to the CRM WebClient UI as service employee with user serv_empl and password welcome (see previous chapter Log on to CRM WebClient UI).

Procedure1. Access the transaction by choosing the following navigation option:

SAP CRM WebClient menu Service Orders Create: Service Order Quotation

2. In the Select Transaction Type web page dialog select transaction type BP SO Quotation SME (YEOQ) if necessary.

3. In assignment block Quotation Details, maintain the following data:


General Data

Description Product defective

Sold-to-Party <Sold-To Party>

4. Press Enter.

5. In the Select Organizational Data web page dialog select the following responsible organizational units if necessary:

Scenario Service Organization

Service BP Service Back Office (BP_SRV)

Sales BP Direct Sales (BP_SLS)

You can use the button Personalization from the application toolbar in order to adapt the screen. In the Personalization web page dialog you can select and deselect all available assignment blocks that are available for your overview screen (for example, Organizational Data).

You can also directly maintain all necessary organizational units for Sales and Service in assignment block Organizational Data.

6. In assignment block Quotation Details, maintain the following data (using the input help):


General Data

Contact <Contact Person>

Processing Data




Priority High

Reference Objects

Component <Component> (with Component Desc.: Monitor Standard)

7. Press Enter.

8. In the occurring Contract/Agreement Assignment web page dialog, select the relevant <Contract>.

9. Then highlight the relevant <Service> and select Choose.

10. Enter a quantity for each selected item.

11. In assignment block Parties Involved (scroll down), add the relevant service employee group if necessary.Choose Insert and select the following data (using the input help):

Partner Function Name

Service Employee Group BP_TECH (BP Service Technicians Group)

You can use the button Personalization from the application toolbar in order to adapt the screen. In the Personalization web page dialog you can select and deselect all available assignment blocks that are available for your overview screen (here, for example, Involved Parties).

12. Save your entries.

13. Note down the transaction number for further reference:

_____________________________________

If you have maintained a warranty related to the product that is part of an Ibase as component, you will get the information message Valid warranties were determined.

The web dialog for contract assignment does not appear if service product <Service> is not explicitely assigned in the product list of a contract for business partner <Sold-To Party>.

The relevant service <Contract> has been created when performing the configuration guide of building block C40 - CRM Service Standalone, section Creating Service Contract.

ResultA service order quotation header has been created in the CRM system.

4.2 Check Quotation Items

Procedure1. In assignment block Items, you can choose button Edit in order to check the details of

each item.



If you get the error message Document is being distributed - changes are not possible, process all BDoc messages with SAPGUI transaction SMW01 as follows:Choose Execute. Highlight the relevant BDoc type(s) (with state Written to RFC

Queue (intermediate state)) and choose button Reprocess BDoc Message.Confirm the interrogation message.

If you do not want to have BDoc processing at all, you can deactivate the processing for the One-Order BDoc with transaction SMW3_00 with the following entry:

Short Name BUS_TRANS_MSG

Use XML Do not store BDoc Message in XML Format

Do not send

2. On assignment block Service Item Details, you can check the data about the service contract and warranty that have been determined (service profile, response profile, accounting indicator):

The <Warranty> has been assigned to the selected IBase <Component> to influence the accounting indicator and the conditions.

3. In assignment block: Price Details, you can check the influence on the pricing conditions:

Example: The original price for the service product <Service> is EUR 30,-. The maintained price for this product within the <Contract> is EUR 10,-.

As there is a warranty found for the selected installed base <Component>, there is again a 50% discount.The warranty discount only works if condition type 1308 has been assigned to the master data of service product <Service> (on tab Conditions).

4. Choose Back.

ResultA service and a spare part have been created as items of the new service order quotation.

4.3 Send Quotation to Customer

UseNow you can print out the service quotation and send it to your customer as a letter.Your customer can now decide whether he wants to accept your service offer.

Procedure1. From the CRM WebClient toolbar, choose Print Preview to access a preview of the

service order quotation printout document.



2. From the Print Preview web page dialog, choose the Printer button in order to directly select the relevant printer and print out the generated PDF file.

If the service order quotation printout does not perform as expected, please enter transaction SMARTFORMS; select form YBP_CRM_ORDER_SERVICE and choose Test (F8).On the screen Function Builder: Initial Screen, choose Activate.After a successful activation, the system message Active object generated appears.Now check the printing action of the service order quotation again.

ResultA service order quotation document has been printed out and can be now sent to the customer as a letter.

4.4 Convert Quotation to Service Order

UseIn this step, a service order is generated as a follow-up transaction from a service order quotation by the service employee.

Procedure1. To create a service order as follow-up transaction, choose Create Follow-Up from the

application toolbar.

2. As category select Service Process with transaction type BP Service Order SME.

3. In the web page dialog, select all quotation items and choose Choose.

4. In assignment block Service Order Details, maintain the following data:


Processing Data

Status Released

5. In assignment block Items you can now both maintain existing or add additional service or spare part items.

6. Save your entries.

7. Note down the service order number for further reference:

_______________________

8. Now you can log off the CRM WebClient UI as a service employee and log on again as service manager serv_man with the password welcome to perform the next steps.

ResultA service order has been created for further reference.



4.5 Assign Service Item(s) to Service Employee(s)

UseThe newly-created service order is dispatched to a service technician from the responsible organizational unit BP Service Technicians Group by the service manager or a dispatcher.

PrerequisitesResources and availabilities have been created for the current timeframe.

Procedure1. Log on to the CRM WebClient UI as service manager with user serv_man and password

welcome.

2. Access the transaction by choosing the following navigation option:

SAP CRM WebClient menu Resource Planning Search: Resource Planning

3. From the application toolbar, choose Settings.

4. In the Planning Settings web page dialog, maintain the following entries and choose Save:


Visualization

View Mode assigned / available

Time

Time Zone CET

Days per Week 7 Days

Defaults

Resource View Weekly List

Assignment Appearance List

Schedule Strategy Standard

5. In assignment block Resources, choose Show Search Fields in order to access the search criteria.

6. Select a timeframe (for example, This Month) and choose Search.You get a list of all technicians available during the selected timeframe.

7. As an option, you can save the search result. In the field Save Search As enter <your title> and choose Save.

8. Choose Hide Search Fields again.

9. In the assignment block Service Demands, choose Show Search Fields in order to access the search criteria.

10. Select a timeframe (for example, This Month) and choose Search.You get a list of all service demands that need to be processed during the selected timeframe.

11. As an option you can save the search result: In field Save Search As enter <your title> and choose Save.



12. Choose Hide Search Fields again.

13. In the Resources result list, highlight the technician to assign to planned service demand (here: Service Arrangement for Matthew Carter).

14. In the Service Demands result list, highlight an unplanned service item to assign to the selected technician.

15. In assignment block Assignments, choose Create.

16. Maintain the following data about the assigned service demand:


Planned Start <next Monday> 09:00

Planned End <next Monday> 11:00

Status Released

17. Choose Apply.The service demand automatically gets the according staffing level.

18. You can now log off the CRM WebClient as service manager and log on again as service technician serv_tech with the password welcome.

ResultA service demand has been staffed with an available service technician.

You can also see the assignment within the Service Order you created before. In assignment block: Items, choose the button Edit to enter the service item details. In assignment block Assignments you find the assigned service technician who will fulfill the service demand.

4.6 Create Service Confirmation

UseThe service item was processed by the assigned service technician. Afterwards, the technician enters the confirmation data.

In this case, the confirmation data is entered directly in the CRM system after the technician returns from the customer visit.

Procedure1. Log on to the CRM WebClient UI as service technician with user serv_tech and the

password welcome.

2. Access the transaction by choosing the following navigation option:

SAP CRM WebClient menu Service Orders Search: Service Orders

3. Search for the newly-created service order:


Service Order ID <your document number>

4. Select the service order by clicking on the service order ID.



5. From the application toolbar, choose Create Follow-Up.

6. In the web page dialog, select category Service Confirmation with transaction type BP Confirmation SME.

7. From the Follow-Up - Select Items web page dialog highlight the service item(s) you want confirm (having transfer icon ) and press the button Choose.

8. Optional : You can now add further information, for example:

For a service item, you can maintain the exact duration of the service process (press “edit icon” next to item number).

In assignment block Items, you can enter the spare part(s) and the service technician needed to fulfill the service order demand.

9. For the service item, choose the button Edit.

10. Enter the exact duration of the service process:


Actual Duration 2,00 Hours

Status Completed

11. Choose Back

12. On assignment block Service Confirmation Details, switch the confirmation status to Completed:


Processing Data

Status Completed

13. Choose Save.

14. Note down the confirmation number displayed as a system message in the status bar for further reference:

____________________________

15. You can now log off from the CRM WebClient UI as a service technician.

4.7 Create Billing Document

UseAn invoice is created in SAP CRM based on confirmed time and material data.

Procedure1. Log on to the CRM WebClient UI with user serv_empl and password welcome.

2. To prepare the invoice , access the billing due list by choosing the following navigation option:

SAP CRM WebClient menu Billing Search: Billing Due List Items

3. As search criteria you can select, for example, billing type ID F2SV (Invoice).

4. Choose Search.



5. Highlight both the service order and the service confirmation you created before.

6. Choose Collective Billing.

Alternate Billing Parameters (Optional):You can enter values that will override the existing values. These will be applied to the new billing documents.

7. Choose Continue from the application bar in order to go ahead with the billing process.

8. Choose Save.

9. A new billing document has been created.

It can happen that the system splits two billing documents due to differences (for example, in incoterms, address data, billing dates, etc.) between both preceding documents, service order, and confirmation. If you want to see the reason for the split, highlight both documents, choose Split Analysis, and then choose Back.

10. Note down the billing document ID that is displayed afterwards:

____________________________

ResultA billing document has been created.

4.8 Send Invoice to Customer

UseYou print out the billing document(s) and send the printout to your customer as an invoice(s).

Procedure1. To print out the invoices, access the overview of billing documents by choosing the

following navigation option:

SAP CRM WebClient menu Billing Search: Billing Documents

2. Choose Search and select the collective billing document that you created before.

3. On the application toolbar, choose Preview Output.

4. Click the Printer symbol, select the corresponding printer, and choose OK.

5. The invoice preview is printed.

If you cannot perform the preview printout (message Manual action cannot be performed), check the action profile used for the invoice in order to get the function Preview as well as Process available (for details, see the configuration guide of building block C40 – CRM Service Standalone, chapter Checking Action Profile for Invoice Printout).

6. On assignment block Billing Document Details, choose Edit.

7. On assignment block Scheduled Actions, choose Schedule New Actions.



You can use the button Personalization from the application toolbar in order to adapt the screen. In the Personalization web page dialog, you can select and deselect all available assignment blocks that are available for your overview screen (for example, Scheduled Actions).

8. Highlight the Action and click on Schedule.

9. Choose Back.

10. Click on Execute in order to trigger the invoice printout.

11. Choose Show Executed Actions in order to see the successful actions to date.

12. If you click on the status Processed, you get the Spool No.

13. Choose Close and the choose Back.

If you set the printer settings to ‘LOCAL’ output device, you can use transaction SP01 within your system in order to enter the Spool Request Number you have created before. Select the spool request and choose Print Directly.

ResultAn invoice has been printed out that can be sent to the customer as a letter.
