Paper backs for After-sales Presentation demo:

Interaction Center WebClient – Service Features

Service Order ManagementAllows agents to perform deep technical analysis of a reported technicalproblem including multi-level categorization, and assign the correct servicesand spare parts.• Service Ticket ManagementAllows agents to report any service request and perform end-to-end servicesupport within defined Service Levels.• Complaint ManagementEnables the agent to quickly and efficiently create complaints related to areference document or object and fulfill the follow-on task, such as creationof credit memos or returns.• Case managementAllows agent to easily cluster reported issues in tickets and orders (of thesame issue type), within one case. The agent can assign a ticket or order toan existing case or create a new case.• Product RegistrationAllows agents to quickly search and maintain Installed Bases. Allows agentsto quickly search, maintain or create Objects.• Knowledge searchAllows agent to quickly identify solutions to known problems, and helpsagents to resolve service issues faster, often on the first call.There are more features within IC WebClient, e.g.• Account Identification• Account Overview• Interaction Record and Interaction History• Interactive Scripting• Call Lists Management; Campaigns• Leads• Product Search• Agent Inbox• Alerts• E-Mail / Chat.

The SAP CRM Mobile Service application is designed to meet the needs of thefield service force. This application runs on mobile clients in the offline mode.Using this application, service representatives can manage the service life cycle(creating service orders, creating complaints, and reporting confirmations)efficiently. Service employees also have offline access to essential data, suchbusiness partners and products, on their mobile clients.

Internet Customer Self-Service Features• Account Self-Service– Register an account and maintain personal data

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– Password Management• Knowledge Management– Frequently Asked Questions– Solution Search• Contact Us Function– Send a comment– Live Web Collaboration• Product Registration– Register purchased products• Request Management– Service request– Complaints and Returns• Installed Base Management– Display and maintenance of Installed Base information

Inclusion of various Components under Installed base for Web UI functionality:

Include the assignment blocks Counters, Warranties, QualificationRequirements and Service Transactions to the installed base details ofproduct components.a) Use the hyperlink in order to display the details of the installed base.Observe the hierarchy structure on the left hand side and the displayedassignment blocks on the right.Use the personalization option to display more assignment blocks bothfor the installed base header and installed base components.a) Include the assignment block Service Contracts to the installedbase header detailsChoose Personalize.Mark the Available Assignment Block Service Contracts and move itto the Displayed Assignment Blocks.Choose Save.b) Include the assignment blocks Counters, Warranties, QualificationRequirements and Service Transactions to the installed base detailsof product components.In the hierarchy structure on the left click on one of the installed basecomponents.Choose Personalize.Mark the Available Assignment Blocks Counters, Warranties,Qualification Requirements and Service Transactions and move it tothe Displayed Assignment Blocks.

Installed Base and Objects:

Installed base management in SAP Customer Relationship Management (SAPCRM) enables the representation of objects installed at your customer’s site (such

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as devices, machines, software, and so on) for which a service is offered. It canalso be used to manage objects used internally.Installed base management is available in the following channels: CRM WebClientUI, mobile service, and CRM Web Channel (Internet Customer Self Service).

An installed base can be the reference basis for services.An installed base describes the hierarchical structure of these objects and theirindividual parts (components).

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Installed base—Header details

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Installed base components

Warranties

The following information can be maintained within a warranty master:• Warranty Start- and End Date

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• Coverage terms for parts, labor, and travel• Influence of pricing and financial management by means of an accountingindicator.

Warranty Master

In installed base management, you can assign warranties to products, installedbase components, or objects.When you create a business transaction in service, such as a service confirmation,complaint, or service order, the system automatically checks whether validwarranty information is available for the reference object of the transaction, andwhether claims on warranty services are justified.

As of SAP CRM 7.0 there is a functionality called automatic triggering ofwarranty start.After a service employee installs a new object, he or she creates a serviceconfirmation. In the service confirmation at item level, the service employeeenters, among other things, the date with Date Type Installed On, and oneor more reference objects that he or she marks as installed. After the serviceemployee changes the status of the confirmation to Completed and saves theconfirmation, the system creates a warranty for each reference object, providedthat the following prerequisites are met:• The Installed On date is set

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• The object is installed (corresponding value in field Installation/Dismantle inassignment block Reference Objects)• There exists no customer warranty for the reference object yet.The system uses the reference product that is assigned to the reference objectto determine the appropriate customer warranty. Then the system assigns thereference object to all customer warranties that are valid on the installation date inthe service confirmation. The system sets the Warranty Start date of the customerwarranty to the same date as the Installed On date.

OBJECTS

An object is a globally unique tangible or intangible object that a company sellsor provides services for. It is often a specific single unit derived from a product.Unlike a product, however, an object can be uniquely identified. This means thatalthough there may be similar objects, at least one attribute describing the objectis different. This is generally its identification.

Object Fact Sheet:

The object fact sheet gives a summarized overview of all relevant data regardinga customers service objects.The following assignments blocks are delivered:• Header: Object Details• Displays basic object data, contact data including function, and locationdetails.• Parties Involved: Lists all partners together with their functions for theobject concerned.• Open Product Service Letter Items: Displays the product service letter itemsand product service letters available for the object.• Cases: Lists the cases which have been created for the object concerned.• Service Contracts: Displays the service contract items and related servicecontracts for the object concerned.• Open Service Items: Displays any open service items for the objects. Onlythose items from documents that do not contain any errors and that havebeen released are displayed.• Last Closed Service Orders: The last n service orders that have been giventhe status “Completed”.• Counters and Readings: Displays all available counters and readings forthe object.• Warranties: Displays all available warranties for the object. The object factsheet can be adapted.

Equipment Download

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The following data is exchanged between both systems:• Description• Hierarchy• Serial Number• Business Partner• Address• Status• Manufacturer• Object Type• Variant configuration

Download of Functional Locations

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You can use this function to download functional locations from SAP ERP to SAPCRM, where they are stored as object components of an installed base.You can also upload information on the assignment of equipment to functionallocations from SAP CRM to SAP ERP. However, you cannot upload objectsrepresenting functional locations to SAP ERP.Functional locations are represented as object components of an installed base inSAP CRM. The structure of functional locations in SAP ERP is reflected in theinstalled base structure in SAP CRM. If you also replicate pieces of equipment(see Replication of Equipment Between SAP CRM and SAP ERP), the assignmentof equipment to functional locations is also reflected in the installed base structure.

Service AgreementsTo offer specific price conditions in long-term outline agreementsto your customers. Therefore you use a service agreement which later on can bethe basis of a service contract.

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You can set one sales agreement or service agreement as default within theAccount application (assignment block Sales Area Data).

Service Agreements can by created for a business partner type, without specifyinga certain sold-to party. So the agreement is valid for all business partners whoare assigned to the corresponding partner type, and for whom the correspondingsales area data was processed.

The goal is to define assignments for a large group of customers. If service ordersare created for a customer who is part of the business partner hierarchy tree orbusiness partner hierarchy node defined in the service agreement, the systemdetermines the service agreement and assigns it to the service order. This way, forexample, you could copy the price agreements from the service agreement rightinto the service order.

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If the system should search for contracts as well as agreements, it first searchesfor valid service contracts. Only if it finds no service contracts does it search forservice agreements. Service contracts take priority over service agreements.

Service Contracts

To establish long-term relationships with your customers.Therefore you would like to offer certain services including customer-specificservice levels and price conditions. In return you will charge monthly fees forgranting those services.

Service Contract Basics

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A service contract is a long-term agreement with business partners that specifieswhich services are being offered for that period. The service contract line itemlists customer objects – installed base, installed base components, objects andproducts – that are covered by the contract line item.Service level agreements list the level of service to which a customer is entitledand contain functions for monitoring compliance with those terms. A contract mayinclude contract-specific price agreements that control not only what is coveredby the contract , but also what prices may be charged for any work covered bythat contract.

SAP CRM Service Contract documents are not transferred to SAP ERP.

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Service contract Structure

A service contract consists of header data and item data. A service product can bestipulated for each service contract item and the customer can claim this productover a certain period at a specific price.In a service contract item, you stipulate services or service packages with aspecific target quantity or particular overall value. Contracts including this kind of agreement are called Service Contracts (Value/Quantity).

The following contract item specific data can be maintained:• Service data: For service contracts, you can maintain the service agreementsthat define the characteristics of the service product in the contract items, forexample. Different parameters, such as response time or availability time,can be such concrete service agreements. For more information, see ServiceLevel Agreements (SLA). For service plans, you can maintain Service PlanData instead of service agreements.• Object list: Here you assign objects to which the service product stipulatedin the contract item refers. The object list can contain installed bases,installed base components, objects, or products. For more information, seeObject List.• Product list: Here you enter the services and service parts that should be inthe service product as stipulated in the contract item. The product list cancontain products, product categories, or product ranges (partner/productrange). For more information, see Service and Product List.• Release list: If services or service parts entered in the product list are

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claimed as part of service orders or repair orders, the system records this inthe release list. For more information, see Service Contract (Value/Quantity).• Price agreements: In addition to the prices defined at header level, specialprice agreements can be made for each contract item. Price agreements arecontract-specific prices and discounts. You define which services are coveredcompletely, partially, or not at all by a contract.• Billing plan: Billing plans in the contract items control periodic billing.Depending on the billing plans and Customizing settings, billing requests aregenerated automatically and transferred directly to CRM Billing.SC and SCC are standard CRM transaction types for service contracts.

Service Contract Items

Service Contract Items are the parts of a service contract in which the services tobe performed for the customer under service contract conditions are defined.In SAP CRM both Service Profile and Response Profile together are calledService Levels.SCN is a standard item category for service contract item.Different types of services can be stipulated as service products in a service

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contract item:• An individual service (for example, hotline)• A service package in which multiple services and service parts are groupedin the product list (for example, car inspection)• A service package in which several services and service parts are groupedin the product list (for example, car inspection)• A service limited according to value or quantity (for example, free-of-chargetelephone consultation for the first three months after buying software)• A service plan in which planned services reoccurring at intervals are entered(for example, maintenance of a photocopier every three months).

Service Levels - Service Profile and Response Profile

In the service profile, you define the time frames when the services specified in theservice contract (such as hotline or maintenance) can be executedIn the response profile, you define the periods within which processing of theservice in the service process item should have started, and by when the processingshould have been completed. The corresponding dates are calculated based onthese periods and with reference to the service profile in the service process, whichwas created with reference to the contract.To maintain the response times, choose a key combination in the transaction byselecting the required line and switching to the view for response times. There you

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can enter any number of time frames for the selected key combination.

Contract pricing can be based on those profiles (for example, a standard price onthe product level or an extra charge depending on profile chosen). This is done viathe pricing condition technique.In standard Customizing, condition 1305 is delivered for an extra chargedepending on service profile, and condition 1306 for an extra charge depending onresponse profile. You can view this on the assignment block Price Details.

Service Levels are not only available within products. They are also available inthe following master data and can be used in SLA determination to assign thecorrect service profile and response profile to service transactions such as servicerequests, incidents, and requests for change or even a service order.• Service contracts• Accounts / Business Partners• Product items• Objects• Installed base or installed base components• Sales and service organizational units

SLA determination procedure Which can be assigned to a transaction type.Response time: How long it will take to respond to the customer need – forexample, call back within specified time or technician on site within a specifiedtimeService window or Availability time: Working hours of the service or supportcenterDowntime: Maximum number of breakdowns per yearAvailability: Percentage of assured system availabilitySolution time: Maximum period of time allowed for the solution of a problem.

Service Contract Determination

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Copying control for item categories is a mandatory prerequisite in order to usecontract determination.

Service Contract Determination – Details

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For successful contract determination, thefollowing criteria have fulfilled:• Partner: The sold-to party in the service contract and the service processmust be identical.• Sales and service organization in the service contract and the service processmust be identical.• Status: The status of the service contract item must be Released.• Validity: The date in the Requested Start field in the service process must liewithin the validity period of the service contract item.

Service Contract Templates

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You use service contract templates to define reusable data, which minimizes theamount of time required to create a service contract, a usage-based service contract,or a service contract quotation. You can, for example prepare the service contracttemplate with a standard product list and standard price agreements.

Service Plans

Your service organization would like to maintain technical objects repeatedly andit should only be described once. With service plans it is also possible to usetime or counter-based interval strategies.

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You can use a service plan to schedule and organize periodic services that occurrepeatedly at certain intervals, such as regular maintenance, ahead of time. Serviceplans help you to save costs resulting from unforeseen outages or breakdowns, toplan services in a better and more transparent way, and to schedule resources, likepersonnel or materials, more efficiently.

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Life Cycle of an Object, Service Contract, and Service Plan

A service plan can be linked to a contract or stand alone• Scenario 1 shows the linkage of a service plan to the reference object. Theservice plan exists independent of the location or assignment to a customer(service contract)• Scenario 2 shows the situation where a service plan is linked to a servicecontract. A service plan exists only, when there is an existing servicecontract.

Service Interval Template

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A Service order template describes only the scope of planned services and not theactual execution (customer and time frame).

Service Intervals and Products

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A service plan product should to be assigned to the item category group ServicePlan Product (SPLA).

A service plan product needs the set type SERVICEPLAN to allow themaintenance of a service interval template.

Scheduling scenarios:

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Scheduling, in this context, is defined as:• A general rule about the frequency and the parameters of a planned serviceThe following scheduling types are provided:• Cyclic• Once• Alternating• Fixed values

All scheduling types can depend on all service plan types• Time• Counter• Both time and counter:– For example, “Mobility Service” for cars:→ Inspection every 15,000 km→ 20% rebate on time and material→ Mobility warranty for one year (breakdown service and so on).– Questions to be answered within Planned Services:→ How many inspections will we have to perform nextweek/month/year?→ Do we have enough service technicians available?→ What about costs and revenues for mobility services?All service plan types can be combined with all scheduling types.

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Creating a Service Order from a Service Plan Item

A service plan item is a sub-item of the service contract item.If a service order template has been assigned to the service interval template of theservice plan product, the service order template items are copied in the serviceorder item as sub-items.Pricing of the service order item and sub-items can be influenced by the servicecontract item.

You can assign a business transaction template to a service interval either withina service interval template, or in the contract during maintenance of a serviceplan item.

Service Plan Simulation

The Service Plan Simulation options which are helpful for planning of resources like service technicians and service parts.

Service Plan and Forecast

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Simulation of service plans or service contracts provides you with a list of futureservice orders and enables you to determine the resources (service employees,service parts) required for each service order, and to calculate the workload for apredefined period. Service plans can be simulated for a short-term period (such asthe upcoming week or month), or also for a long-term period (such as the entirelifecycle of a service plan). You can also, for example, simulate all existingservice plans, or only the service plans of a certain customer for a defined period.In addition, you can fix a time for the start of the simulation. For example, you canmake a setting for all the service plans for the upcoming month to be simulated atthe start of every month.

During the simulation, virtual service orders are created using existing serviceplans and their date rules. These virtual service orders are displayed in the listtogether with additional information, such as information about the requiredresources and products. The virtual service orders cannot be stored in SAP CRM,but they can be read and evaluated for business purposes without the data havingto be transferred to SAP NetWeaver Business Intelligence (SAP NetWeaver BI)first for analysis. If necessary, you can send the data forecast during the simulation to SAP NetWeaver BI to perform further, more detailed analyses, or to compare current and planned service data. SAP supplies predefined queries for analyzing the simulated data in SAP NetWeaver BI.

Forecasting: Process Steps in SAP CRM

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Service Order Management

Service Order in the WebClient UI

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Service orders can also be created via CRM Interaction Center WebClient UI,CRM Web Channel (Internet Customer Self-Service) or using a mobile device.

Structure of a Service Order

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A service order can be created with reference to a service agreement or servicecontract.

Caution: CRM service orders are not replicated/converted into ERPservice orders.

Service Product Item

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Service processing is triggered by an item that contains a service product. Theservice product item describes a service. The item is used to document customerwishes (for example, with reference to dates) and contains planning-relevant data.

Planning-relevant data includes the service group that is responsible for theperformance of a service, dates, the number of persons necessary for the executionof a service, the estimated duration, quantity and, if required, the Relevant forresource planningindicator.

Service Part Item

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Products of type Material can be loaded from SAP ERP to SAP CRM.The technicians stock is represented by a• Storage Location in SAP ERP• Technician consignment stock in SAP ERP• Customer consignment stock in SAP ERP

With EhP1 for SAP CRM 7.0 it is possible to predict service partsand service duration using values from past service confirmations.To use the prediction function, you need to install and activate the relevantBI Content. Technically SAP NetWeaver BW is required.Prediction can be activated for selected item categories.

Sales Product Item

A sales product item within a service order triggers the CRM Middlewareto transfer / create a sales order (item) in ERP. Logistics Execution processes(Delivery; Transfer Order; Goods Issue) are possible follow-up steps.When creating a delivery, the system updates the CRM service order status andtransaction history (document flow).The goods issue deletes the delivery demand and updates the CRM document.The billing document can be created based on the service process data or thedelivery data (based on sales item quantity or delivered quantity).

Expense Item

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You are able to enter any expenses incurred during your service activities.

Tool Item

You can enter tools for service orders and service confirmations in order to billthem to your customers and to determine and allocate internal costs. You canenter the number or the duration of use.

Tools are divided into the following tool categories:• Individual tool: A tool that can be uniquely identified by a serial number oran ID. You enter individual tools as objects in SAP CRM. Individual tools aretools that are valuable or difficult to procure. For example, if certain typesof work can only be carried out using a specific lifting platform, you enterthis tool as an individual tool, which means it can be identified. Examples:

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Hangar, measuring device, lifting platform• Material tool: A tool that is only managed quantitatively and which cannotbe identified uniquely. You enter material tools as CRM Material products inSAP CRM. You use material tools if it does not matter which particular toolis used. Examples: Hammer, screwdriver.

It is recommended to create a specific product category for Tools.

Service Order Templates

You use service order templates to define reusable sets of service-related data thatminimize the amount of time required to create a service transaction. A serviceorder template describes only the scope of planned services and not the actualexecution (customer and time frame).Service Order Templates basically have the same characteristics as Service Orders.

Business Transaction Category: Header

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A transaction type defines the attributes and characteristics of a businesstransaction (for example, sales order, service request, visit) and the controllingattributes (for example, text determination procedure, partner determinationprocedure, status profile, organizational data profile).

Business Transaction Category: Item

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Categories, Reference Objects and Product Proposal

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Multi-Level Categorization:• Codes, catalogs and subject profiles have be maintained in Customizing(Basic Functions)• Categories have to be maintained using the WebClient UI application ServiceOperations → Create → Categorization SchemaThe usage of product proposals require that product relationships have beenmaintained.

As of EhP1 for SAP CRM 7.0 the proposal tree supports multilevels and offers multi selection.

Categories, Reference Objects and Product Proposals in the application

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Counter Integration in Service Orders

Possible counter reading scenarios include:• Recording service histories (for example, recording the mileage during thetechnical inspection of a car)• Claiming services(for example, recording the number of times that a customer was in contactwith your consultancy

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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 is only valid for the first 30,000 miles)• Scheduling service plans(for example, the next scheduled maintenance work should be scheduledafter 1000 operating hours).

Planned Costs in Service Orders

You can use this integration function to retrieve planned costs from SAP ERP forservices, service parts, tools, and sales products that have been replicated fromSAP ERP.

Cost elements from SAP ERP are shown in the Price Details assignment block,on header and item level of a business transaction. If you want to display costsand a margin in the Price Totals assignment block, you need to configure theUI component CRMCMP_PRC to include the relevant fields. If costs changein SAP ERP, you can trigger repricing from the edit view of the Price Detailsassignment block to show the new costs. No currency conversion takes place forcosts. Costs are displayed in SAP CRM in the business transaction currency. Youcan also set up pricing in SAP CRM to calculate margins, based on the plannedcosts from SAP ERP.

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Package Quotations

You can use package quotations to sell packaged solutions to your customersby creating a quotation for combinations of different types of product (tangibleproducts, services, and contract items). These combinations of product aremodeled as product packages in your master data.

When packages are entered as items in a quotation, the default packagecomponents, that is main item and subitems, are displayed automatically. You candisplay the items in a hierarchy view. You can do the following, depending onhow the product package is configured: Choose between alternative packagecomponents within one group Select or deselect optional package components.Once a quotation has been released and saved, follow-up transactions aregenerated automatically, based on the quotation status. To accept the wholequotation (or only parts of it), you set the status at header level to Released.

Product Packages

A product package is a combination of different products that are sold as a whole.The package items can be tangible products, services, or contract items.

Product packages are used to combine different products into a package that is

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designed to meet certain customer requirements. Using product packages providesthe following benefits:• Different products can be combined based on specified rules.• Packages can contain optional components as well as alternative components.• Products can be offered as whole, but processed in different follow-uptransactions (for example, contracts, sales orders, and service orders).• Products can have special prices when offered within a package.

ERP Integration of CRM Service Orders

Service Product Item - ERP Integration

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Service Part Item - ERP Integration

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Sales Product Item - ERP Integration

Expense Item - ERP Integration

Service Monitor - Service Orders

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The service monitor provides a graphical status overview for the following servicetransactions and their items:• Service orders• Service confirmations• Complaints• Returns• In-house repairs

Resource Planning

To optimize the processing of assignment(assign service order items to your service personnel and vice versa). Therefore you take a look into the standard Resource Planning Application functionality of SAP CRM.

Resource Planning

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You can use service resource planning to comply with determined SLA dates,respond to critical situations, and improve resource utilization.

Companies can use service resource planning to schedule and monitor servicesrequested by a customer.

Resource Planning Application

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Resource Planning Application – Settings

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The resource planning application can be personalized by the user.• Resource View– Gantt Chart– Weekly View• View Mode: assigned / available, remaining, Customer,• Gantt Settings– Horizon: How far in the future can the resource planner scroll inGantt-View?– Smart Assignments: Use of default duration when creating assignmentsdirectly in Gantt Chart.• Defaults– Default Resource Search– Default Demand Search– Default Resource View– Default Scheduling Strategy together with Demand Status, e.g. notstaffed– Default Assignment Appearance.

Resources

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Resources can directly be created via CRM WebClient UI (Employee or ServiceProviders).If you are integrated with SAP ERP HCM, all information about the hiring, basicavailability, and qualifications of the employee is stored in SAP ERP HCM, andaccessed using service resource planning.

The Service Arrangement assignment block contains most important resourceplanning relevant information:• Availability: The days and times when the employee can be scheduled tomeet a demand. The availability times can be entered manually or via apredefined template.• Location: Address of the individual employee or of the organization towhich the employee belongs to.• Service Area: You use this to define the resources service area. A servicearea is a smaller grouping of locations beyond the organizational structureidentified as being available for resources to service. Resources can beassigned to both a first-line area of service (Alternative Service Area) and asecondary area of service. Example: ZIP Code• Job Function: Defines where the resource can be scheduled. Job functions

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might have further granularity based on a level.• Qualification: The employees qualifications and the proficiency level foreach qualification.

Service Arrangement

Resource Overviews

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Resource Searches

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Service Order Demands

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Service order items can provide demands for the resource planning application(RPA). The following information explains how you can integrate the planning ofservice order items in the RPA.

Demand Searches

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Assignments

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Assignments can have the following assignment types:Concrete: Assignment type for which the effort exactly matches the duration.Work Time Based Concrete: Assignment that is distributed to a number ofindividual concrete assignments, according to the availability of a resource.Capacitive: Assignment type for which the effort is less than the duration.This assignment type is only relevant for assignments for cProject roles.

Assignment Processing Options

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There are several ways to create an Assignment• Manual Creation of Assignments• Creating Assignments using a Scheduling Strategy• Schedule items automatically (activated in Customizing).

For service demands, you can use the function Resolve Assignment Conflictsin the Resources assignment block, to automatically resolve assignment conflictsthat have resulted from a change to the extraordinary availability of a resource.Changes to extraordinary availability can involve the absence of an employeedue to illness, for example. Using this function, the affected assignments areautomatically deleted, and the demands are newly scheduled.

Assignments - Technician Self Service

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You can use the page Search: Assignments by Resource to display an assignmentlist and a time allocation list for each resource, for a specific time frame. Theassignments involve service demands that are based on service order items.

Appointment Scheduling

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Appointment scheduling enables you to arrange a time with your customer, atwhich a service employee will arrive at his or her premises to carry out a requiredservice. Appointment scheduling is carried out at item level.Appointment scheduling is available for the following applications:Service order and in-house repair order (standard business transactions inthe WebClient UI)Service order (IC-specific)E-serviceYou call appointment scheduling at item level, under Appointments.

Qualifications

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Resource Planning System Landscape

The Workforce Deployment Server (WFD) is part of the Workforce Management(WFM) Add-on 200.It is possible to use external scheduling engines for resource planning of CRM

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service order items.

Service Confirmation

After having performed an on-site service, technicians would like to confirmservices, service parts and other items. Therefore service confirmation documentsare created in SAP CRM.

Structure of a Service Confirmation

A service confirmation is a business transaction used to enter the actual workperformed and materials consumed within the context of a service process.You can use service confirmations to enter working times (including travel timeand overtime), distance traveled, service products, and spare parts.When creating the service confirmation as a follow-up document, the systemautomatically proposes the planned items for selection. Items that you selectare copied to the service confirmation document. Prices, reference objects, andsubjects, as well as conditions and working times for assignments are defaultedfrom the product master data of the items into the order.

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Confirmation - Service Item

Service items can be used to confirm travel and working times.

It is possible to include installation information using the assignment blockReference Objects.From the service confirmation it is possible to automatically trigger thewarranty start (of an Object).

Confirmation - Service Part

Service part items can be used to confirm consumed parts (spare parts).You can enter serial numbers for service parts in service confirmations and update

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inventory management in SAP ERP. The system validates the serial numbers that you enter.

enter serial numbers manually. In the general data for the service part item, theSerial Number field is available for this purpose. If the quantity you entered for aservice part is greater than one, you can enter other serial numbers in the ReferenceObjects assignment block by using Edit List.You maintain the serial numbers exclusively in SAP ERP.

Confirmation - Expense Item

Confirmation - Tool Item

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It is possible to include tool items into service confirmations. An item category fortool items, SVCT, is available in standard customizing.

Service Confirmations with Service Process

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