Golden Demo - SAP UI · Golden Demo Customer Contract Management February 19, 2013 3 1 Demo Script Overview 1.1 Demo Overview This demo script outlines the highlights of SAP Business

SAP Cloud Reference Systems

Demo Script

Customer Contract Management

Classification: Internal and for Partners

Professional Service Providers

Global

February 19, 2013

Golden Demo

SAP Business ByDesign

Golden Demo Customer Contract Management

February 19, 2013 2

Table of Content

1 Demo Script Overview .......................................................................................................................................... 3

1.1 Demo Overview ............................................................................................................................................. 3

1.2 Intended Audience ........................................................................................................................................ 3

1.3 Protagonists .................................................................................................................................................. 3

1.4 Business Pain Points ..................................................................................................................................... 3

1.5 Key Messages and Value Proposition ........................................................................................................... 3

1.6 Story Flow Summary ..................................................................................................................................... 4

2 Technical Requirements ....................................................................................................................................... 5

2.1 System Access Information ........................................................................................................................... 5

2.1.1 System Landscape .......................................................................................................................... 5

2.1.2 System Access ................................................................................................................................ 5

2.1.3 Users ............................................................................................................................................... 5

3 Demo Steps ............................................................................................................................................................ 6

3.1 Prerequisite Step ........................................................................................................................................... 6

3.1.1 Copy Existing Contract .................................................................................................................... 6

3.2 Execute Service on Customer Contract ........................................................................................................ 7

3.2.1 Create Service Request ................................................................................................................... 7

3.2.2 Confirm Execution ........................................................................................................................... 8

3.2.3 Create Contract Invoice ................................................................................................................. 10

3.2.4 Check Journal Entries .................................................................................................................... 12

3.2.5 Summary ....................................................................................................................................... 15

4 Scenario Quick Guide and Key Master Data ..................................................................................................... 16

4.1 Execute Service on Customer Contract ...................................................................................................... 16

5 Appendix .............................................................................................................................................................. 18


February 19, 2013 3

1 Demo Script Overview

1.1 Demo Overview

This demo script outlines the highlights of SAP Business ByDesign Contract Management and shows you how to demo these

capabilities along with their benefits and how to deliver proof of these value propositions in your demo.

In this demo we create a service request for a customer based on an existing contract. As next step the service will be

performed, service data captured and execution confirmed. To complete the process, the completed work will be invoiced to

the customer.

SAP Contract Management offers strength over the competition through its complete sales and financial integration,

allowing companies to have end-to-end documentation and analysis.

The use of one common platform for all activities, postings, and analytics enable companies to more efficiently manage

the business and eliminate redundant data entry and other issues associated with disparate systems.

1.2 Intended Audience

SAP internal: Pre-Sales Executives, Pre-Sales Solution Advisors

SAP external: CEO, CIO, Sales Management

1.3 Protagonists

The main character of this demo story is Eddie Smoke, who takes the role of a sales and service representative.

Eddie needs to be able to capture a customer’s contractual agreement and then reference that contract through subsequent

service execution. In addition, Eddie must be able to determine whether a service issue is covered under warranty and what

provisions exist for handling the service agreement.

1.4 Business Pain Points

Businesses often face the challenge of monitoring customer contracts to determine the covered products, duration, and

service level agreements. In addition, they want to be able to monitor expiring contracts in order to proactively alert their

customers and generate the opportunity for renewals.

Contract Management enables companies to:

Create and manage contracts

Create service requests against contracts

Generate customer invoices, where applicable, against service calls

Automatically post the financial documents against the customer account

1.5 Key Messages and Value Proposition

Customers will benefit from having all of their data on a common platform that is accessible to all internal and external parties

that need to share access to the same information.

Overview

This scenario walks through the end-to-end processes associated with creating, monitoring, and servicing customer

contracts.


February 19, 2013 4

A common ByDesign theme includes high level business goals to improve profitability, and build a foundation for growth, and

adopt best practices across the entire enterprise. To support these goals ByDesign provides Transparency, Efficiency, and

Adaptability, as well as an integrated solution to support a two-tier enterprise.

Key Features and Associated Benefits

Integrated contract management

o Simple and error-free maintenance of customer agreements

o Ability to monitor documents to ensure compliance

Service integration

o Ability to communicate with the service team to more effectively and efficiently resolve service issues

o Real-time visibility into service request status and resolution details

o Mobile capabilities

Financial integration

1.6 Story Flow Summary

Based on an existing contract for a certain customer the employee can create a service request, e.g. to repair a server which

is not working any longer. As soon as the server repair is executed, it can be confirmed directly out of the contract and

invoiced afterwards. Finally the employee can check the journal entries to review the financial postings in the system related

to the service execution.

The main process steps in this demo scenario include the following steps:

Create

Customer

Invoice

Create Service Request

Confirm

Execution

Check

Journal

Entries


February 19, 2013 5

2 Technical Requirements

2.1 System Access Information

2.1.1 System Landscape

Software Component Release Support Pack

SAP Business By Design 1302

2.1.2 System Access

Access your local demo system. The access details and demo features described here are available in all standard reference

systems as of 1302.

2.1.3 Users

Predefined User ID User Name Password Component

Administration01 Eddie Smoke Welcome1 SAP Business ByDesign


February 19, 2013 6

3 Demo Steps

3.1 Prerequisite Step

3.1.1 Copy Existing Contract

What to Say

Introduction

To perform the following demo steps the existing contract ID 1 should be copied.

What to Do

WoC Service Entitlements -> Contracts.

Show list -> All Contracts -> Go.

Select Contract ID 1.

The data provided in this script is country specific. Please refer to appendix to find the data which was created

in the respective country version.

Click Copy.

Optional you can change the description to make the new contract more different from any existing contracts.

Click Save.

Click Submit -> Release.

What you Should See


February 19, 2013 7

3.2 Execute Service on Customer Contract

3.2.1 Create Service Request

What to Say

Introduction

Based on an existing customer contract Eddie Smoke creates a new service request.

Key Features and Advantages

SAP Customer Contract Management allows companies to quickly and efficiently create and monitor these

agreements.

Key features include the ability to reference customer and material master data, as well as the ability to store and

reference standard service agreements, service categories, and the registered products that are being covered.

Value Statement

SAP Customer Contract Management allows a service desk employee to quickly identify the coverage and service

provisions associated with a customer’s registered product. This allows the organization to quickly review a service

request to determine its validity and to assign a service request for execution.

Companies will be able to monitor these agreements to determine whether service requests are covered by an

agreement.

Service agents will receive all of the relevant information for service handling and will be able to capture the resolution

details for further analysis to reduce future breakdowns.

Financial analysts will be able to quickly review the impact and profitability of the contracts and their correlated service

requests.

Inventory managers will be able to better monitor the needs for service and repair parts, reducing the cost and time

required to fulfill service obligations.

What to Do

WoC Service Desk -> Common Tasks -> New Service Request.

Enter Unlimited Electrics in the Account field.

Reference Contract Item field -> Search for appropriate contract for customer Unlimited Electrics using the input

help .

Select newly created contract ID (copy from ID 1), line item 10 Platinum Support - 7x24.

Enter Support Request in the Subject field.

Enter Server is not working in the Incident Description field.

Enter Service & Support Heating in the Service and Support Team field.

Enter Product Problem in the Service Category field.

Enter Usability Problem in the Incident Category field.


February 19, 2013 8

3.2.1 Create Service Request

Click Save.

Click Submit.

What you Should See

3.2.2 Confirm Execution

What to Say


February 19, 2013 9


Introduction

According to the existing contract for customer Unlimited Electrics the execution of server repair will be confirmed in

this step.


Service agents will be able to monitor their assigned workload, schedule customer visits in a logical sequence, and

communicate the status of his or her assigned tickets.

Value Statement

Companies will benefit from the integrated data and information that flows from the contract into the service

agreement and then ties to the financial reporting and analysis. Customer satisfaction will be improved through timely

analysis and assignment of service requests, with an additional benefit from accurate invoicing and improved

communications.

What to Do

WoC Service Entitlements -> Contracts.

Show list -> All Contracts.

Select the new contract for customer Unlimited Electrics used in the step before.

Click Confirm Execution.

Enter Completed server repair in the Work Description field.

Enter todays date / 4 pm in the Arrived On field.

Enter todays date / 5 pm in the Fixed On field.

Enter E0214 in the Service Performer field.

Click Add Row in the Services and Spare Parts section.

Enter Second Level Support in the Product field.

Click Release.

What you Should See


February 19, 2013 10


3.2.3 Create Contract Invoice

What to Say

Introduction

Eddie Smoke creates the customer invoice for the executed server repair.


Invoices are created against the service being performed, so there is no need for manual entry of invoice data or the



3.2.3 Create Contract Invoice

fear of lost or inaccurate information.

Customer invoices are created with reference to the services performed, so that customers are able to receive timely

and accurate billings.

Value Statement

By integrating the full service stream, companies are able to determine the validity of service agreements, quickly

resolve customer issues, and accurately bill for any eligible services fulfilled.

By monitoring these service agreements and the ensuing services being performed, the business will benefit from

improved customer satisfaction through more efficient handling of service requests and the ability to receive accurate

invoices for the services performed.

What to Do

WoC Customer Invoicing -> Invoice Requests.

Select the newly created document ID (invoice request type Customer Contract Invoice Request) for account

Unlimited Electrics with status To Be Invoiced.

Click Invoice.

Click Release.

What you Should See



3.2.4 Check Journal Entries

What to Say

Introduction

Eddie Smoke checks the journal entries to review the financial postings in the system related to the service execution.


The financial postings for the customer invoice are created in real time, using data flowing from the customer contract

and service request. This eliminates typical errors associated with duplicate or manual data entry.

Value Statement

Leveraging the integration of Business ByDesign, companies will be able to see all of the details associated with a

journal entry, including the ability to see the data flow from the source document and any preceding documents. The

system captures the debit and credit elements in real time, so that the system is always in balance.

This financial information is also available through the built-in analytics, allowing the financial user to quickly generate

his or her own reports with slice-and-dice and drill-down reporting capabilities.

What to Do

WoC General Ledger -> Journal Entries.

Select the journal entry ID related to the invoice ID created in the step before -> column Source Document ID.

Click View.

In section General Information click on the invoice number behind Source Document ID to show the navigation

functionality between corresponding objects within ByDesign.

Choose tab More on the Invoice Overview screen to highlight the document flow from the contract to the invoice.

Click on the anchor in the contract frame to extend the view.

Click Close twice.

What you Should See









3.2.5 Summary

What to Say

Introduction

Summarize contract management capabilities as shown before.

With only one system required to manage this entire scenario, ByDesign enables the ability to:

Increase our speed to revenue

Decrease our cost of selling and delivering services

Improve customer satisfaction by delivering on time and on budget

Provide reporting insight to manage customer contracts


Working with ByDesign, customers are able to leverage the benefits of having an integrated system that can handle all

aspects of contract and service management. By leveraging the ability to create contracts and service requests

against data stored in the system, companies are able to quickly and efficiently manage these agreements.

Mobile capabilities allow for improved communications between the field, the office, and the customer, while the

imbedded analytics allow for better monitoring of this aspect of the business.

Value Statement

The area of customer contract management offers businesses an opportunity for an area of additional profitability and

customer satisfaction through effective management of service agreements. ByDesign allows companies to more

effectively handle these services while ensuring accurate invoicing.

What you Should See



4 Scenario Quick Guide and Key Master Data

This section summarizes the entire process and provides all the master data that you need to run it. If there is more than one

process alternative, additional tables will be provided.

This chapter is intended as a quick reference for experienced users who have understood the basics of the business process

and have already completed the scenario.

4.1 Execute Service on Customer Contract

Steps Summary

Path Data to Use/Enter Activity

Prerequisite Step – Copy Existing Contract

WoC Service Entitlements ->

Contracts

Show list -> All Contracts -> Go

Select Contract ID 1

The data provided in this script is country specific. Please refer to appendix to find the data which was created

in the respective country version.

Click Copy

Optional you can change the description

to make the new contract more different

from any existing contracts

Click Save

Click Submit -> Release

Step 1 – Create Service Request

WoC Service Desk ->

Common Tasks -> New

Service Request

Account: Unlimited Electrics

Reference Contract Item: newly created

contract ID (copy from ID 1), line item 10

Platinum Support - 7x24

Subject: Support Request

Incident Description: Server is not

working

Service and Support Team: Service &

Support Heating

Service Category: Product Problem



Incident Category: Usability Problem

Click Save

Click Submit

Click Close

Step 2 – Confirm Execution

WoC Service Entitlements ->

Contracts

Select the new contract for customer

Unlimited Electrics used in the step

before

Click Confirm Execution

Work Description: Completed server

repair

Arrived On: todays date / 4 pm

Fixed On: todays date / 5 pm

Click Add Row in the Services and

Spare Parts section

Product: Second Level Support

Click Release

Step 3 – Create Contract Invoice

WoC Customer Invoicing ->

Invoice Requests

Select the newly created document ID

(invoice request type Customer

Contract Invoice Request) for

account Unlimited Electrics with

status To Be Invoiced

Click Invoice

Click Release

Step 4 – Check Journal Entries

WoC General Ledger ->

Journal Entries

Select the journal entry ID related to the

invoice ID created in the step before ->

column Source Document ID

Click View



In section General Information click

on the invoice number behind Source

Document ID to show the navigation

functionality between corresponding

objects within ByDesign

Choose tab More on the Invoice

Overview screen to highlight the

document flow from the contract to

the invoice

Click on the anchor in the

contract frame to extend the view

Click Close twice

5 Appendix

The data provided in this script is country specific. Please refer to the table below to find the contract ID which was created in the respective country version.

Country DE US UK FR IN CN MX AU AT CA CH

Contract ID 11 1 1 1 1 11 1 21 21 23 1



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Documents

Golden Demo - SAP UI · Golden Demo Customer Contract Management February 19, 2013 3 1 Demo Script Overview 1.1 Demo Overview This demo script outlines the highlights of SAP Business