SAP CRM User guide - Peak Scientific

Your local gas generation partner

SAP CRM User guide Customer Relationship Management Tool Rev. 9 – April 20, 2017

Author – Angelique Dunning

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Table of Contents

1. Introduction ................................................................................................................................................ 9

Logging on to CRM ...................................................................................................................................... 9

Understanding the Layout ........................................................................................................................... 9

Personalization Regional Settings ............................................................................................................... 9

2. Account Creation & Maintenance............................................................................................................. 11

Account Role Definitions ........................................................................................................................... 11

Creating a new Account ............................................................................................................................ 11

Obsolete Ship-To Accounts and how to Reactivate .................................................................................. 14

Changing an Account from a Ship-to/Prospect to a Customer ................................................................. 15

Setting an account Status .......................................................................................................................... 16

Generating Account Summaries................................................................................................................ 16

Reviewing Tabs in Account Details ............................................................................................................ 16

Choosing Account Filters ........................................................................................................................... 18

Advanced filters......................................................................................................................................... 19

Export to Excel .......................................................................................................................................... 19

3. Contacts .................................................................................................................................................... 20

Choosing Contact Filters ............................................................................................................................ 20

Advanced Filters ........................................................................................................................................ 18

Creating a New Contact ............................................................................................................................ 18

Editing Contacts ........................................................................................................................................ 19

Setting Contact Status ............................................................................................................................... 19

Add existing Contact to any account ........................................................................................................ 19

Reviewing Tabs in Contact Details ............................................................................................................ 20

4. Leads ......................................................................................................................................................... 21

Creating a New Lead ................................................................................................................................. 21

Editing Leads ............................................................................................................................................. 22

Lead Status ................................................................................................................................................ 22

Converting Leads ....................................................................................................................................... 23

Filtering Leads ........................................................................................................................................... 24

5. Opportunities ............................................................................................................................................ 25

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Creating a New Opportunity ..................................................................................................................... 25

Editing an Opportunity .............................................................................................................................. 25

Assigning Products to an Opportunity with Pricing Details ....................................................................... 26

Removing Products from an Opportunity ................................................................................................. 27

Copying Products within an Opportunity .................................................................................................. 27

Assigning Employees to an Opportunity Sales Team ................................................................................ 27

Adding Registered Products against Opportunity .................................................................................... 27

Revenue Splits ........................................................................................................................................... 28

Converting/Ending Opportunities ............................................................................................................. 30

Reviewing Tabs in an Opportunity ............................................................................................................ 30

6. Generator and Spare Parts Quotations..................................................................................................... 31

Creating a New Sales Quote ...................................................................................................................... 31

Preview Sales Quote/Send to Customer ................................................................................................... 32

Sales Quote Fields ..................................................................................................................................... 32

Changing the language on a sales quote output ...................................................................................... 33

Tracking Changes ...................................................................................................................................... 34

Edit a Quote .............................................................................................................................................. 34

Creating a Follow-up Sales Quote ............................................................................................................. 34

Reviewing Tabs in a Sales Quote ............................................................................................................... 35

7. Processing Accepted Quotations .............................................................................................................. 36

Set Opportunity to Won............................................................................................................................ 36

Process Quotation ..................................................................................................................................... 37

Processing Quotes with both Generators and Contracts ......................................................................... 38

Cancelling a Quotation .............................................................................................................................. 39

8. Involved Parties ......................................................................................................................................... 40

9. Service Contract Quotations ..................................................................................................................... 42

Process flow – Service Contracts .............................................................................................................. 43

Creating Contract Quotation .................................................................................................................... 43

Add Registered Products to Contract ....................................................................................................... 44

Add Contract Items ................................................................................................................................... 44

Add Pricing/Discounts to Line Items ......................................................................................................... 45

Sending Quotation to Customer ............................................................................................................... 46

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Setting Quotation to Rejected .................................................................................................................. 46

10. Contract Renewal................................................................................................................................ 47

Process Flow Chart – Contract Renewal ................................................................................................... 47

Renewals to be Quoted Excel Spreadsheet .............................................................................................. 47

Opportunity Creation ................................................................................................................................ 48

Contract Renewal Quote ........................................................................................................................... 49

Change Address on Contract..................................................................................................................... 51

Sending Quotation to Customer ............................................................................................................... 51

Setting Contract to Rejected at Header Level ........................................................................................... 51

Setting Quotation to Rejected at Item Level ............................................................................................ 52

11. Processing Accepted Contract Quotation (New Business or Renewal) .............................................. 53

Set Opportunity to Won............................................................................................................................ 53

Set Contract to Active ............................................................................................................................... 53

Create Preventative Maintenance Visits .................................................................................................. 54

Obsoleting Contracts ................................................................................................................................ 57

12. Inflight Upgrade/Downgrade Contract ............................................................................................... 57

Process Flow Chart – Inflight Upgrade/Downgrade Contract ................................................................... 57

Add/Delete Generators to Contract ......................................................................................................... 58

Upgrade/Downgrade Contract ................................................................................................................. 58

13. Registered Product ............................................................................................................................. 59

Locate a Registered Product within CRM ................................................................................................. 59

Understanding Registered Products ......................................................................................................... 59

Registered Product Warranty Dates ......................................................................................................... 60

Change Warranty Dates on Registered Product ....................................................................................... 61

Registered Product Transfer ..................................................................................................................... 61

Check if Registered Product is on Warranty or Contract .......................................................................... 62

Reactivate an obsolete/blocked Registered Product ............................................................................... 63

To Create/Maintain a Registered Product Contact................................................................................... 64

14. Warranty ............................................................................................................................................. 65

Process Flow Chart – Warranty Activation ............................................................................................... 65

Installation done by Peak Engineer........................................................................................................... 66

Installation done by Customer or 3rd Party ............................................................................................... 68

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15. Tickets ................................................................................................................................................. 69

Queue ........................................................................................................................................................ 69

Ticket ......................................................................................................................................................... 70

Ticket Tasks ............................................................................................................................................... 70

Work Tickets ............................................................................................................................................. 72

Responding to a Ticket via E-mail ............................................................................................................. 72

Ticket Types .............................................................................................................................................. 73

16. Customer Service Request .................................................................................................................. 74

Create a customer service request ticket ................................................................................................. 74

Quoting a Customer Service Request Ticket ............................................................................................. 74

Unassociated Emails ................................................................................................................................. 75

Respond to Customer Service Request ..................................................................................................... 75

17. Breakdown Service Job – with or without contract ............................................................................ 75

Create Ticket ............................................................................................................................................. 75

Breakdown Service Job Quote – with or without contract ....................................................................... 76

Send Quotation to Customer .................................................................................................................... 76

Set Quotation status to Rejected .............................................................................................................. 76

Set Quotation status to Accepted ............................................................................................................. 77

18. Visit Service Request – Breakdown..................................................................................................... 77

Breakdown Job setup for scheduling ........................................................................................................ 77

Schedule Breakdown Job – resource scheduler ....................................................................................... 77

19. Visit Service Request – Planned Maintenance ................................................................................... 77

Create Ticket for Inspection ...................................................................................................................... 77

20. Visit Service Request – Inspection ...................................................................................................... 78

Assigning PM Ticket .................................................................................................................................. 78

Update Service Location ........................................................................................................................... 78

Edit Preventative Maintenance Ticket ...................................................................................................... 78

Release PM Kit to ERP ............................................................................................................................... 79

Schedule PM Job ....................................................................................................................................... 79

21. Editing an existing Ticket .................................................................................................................... 79

Changing a Sold to Contact on a Ticket..................................................................................................... 79

Changing a Ship to Contact on a Ticket..................................................................................................... 80

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22. Logging in to Mobile Device ................................................................................................................ 81

First time login .......................................................................................................................................... 81

23. FSE Mobile .......................................................................................................................................... 81

Process Assignment .................................................................................................................................. 81

Start Work ................................................................................................................................................. 82

Record Generator Readings ...................................................................................................................... 83

Maintain Cause Values .............................................................................................................................. 84

Record Visit Notes ..................................................................................................................................... 84

Add Van Stock Parts Used ......................................................................................................................... 84

Log Labor hours ......................................................................................................................................... 84

Finish Work and Generate Summary ........................................................................................................ 84

24. Process a Completed FSE Job on Desktop .......................................................................................... 85

To Add a New Item ................................................................................................................................... 85

To Edit the Quantity .................................................................................................................................. 85

To Delete an Item...................................................................................................................................... 85

Delete Signatures ...................................................................................................................................... 86

25. Competitors ........................................................................................................................................ 86

Creating competitors ................................................................................................................................ 86

Setting Competitor Status ......................................................................................................................... 86

Reviewing Tabs in Competitors Details ..................................................................................................... 87

26. Forecasting .......................................................................................................................................... 88

Publishing an Opportunity to Forecast ..................................................................................................... 88

Creating a New Forecast ........................................................................................................................... 89

Adding Products to a Forecast that has Not Been Submitted .................................................................. 90

Submitting a New Version of a Forecast (Flash 1, Flash 2, etc.) ............................................................... 91

27. Feed .................................................................................................................................................... 91

Posting Feed Updates................................................................................................................................ 91

Using Shorthand in Feed Updates ............................................................................................................. 92

Commenting on Feed Updates .................................................................................................................. 92

Deleting Feed Updates .............................................................................................................................. 92

Following Feed Sources ............................................................................................................................. 93

Managing Feed Sources ............................................................................................................................ 93

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Managing Feed Settings ............................................................................................................................ 93

Feed Events ............................................................................................................................................... 94

28. Outlook Integration ............................................................................................................................ 97

Installing or Updating the Add-In for Microsoft Outlook ......................................................................... 97

Signing on to SAP from Outlook ................................................................................................................ 98

Send Email from Outlook to CRM ............................................................................................................. 98

Send Calendar Appointment from Outlook to CRM ................................................................................. 99

Send Task from Outlook to CRM ............................................................................................................... 99

Add Contact from Outlook to CRM ......................................................................................................... 100

29. Activities ............................................................................................................................................ 101

Appointments ......................................................................................................................................... 101

Phone Calls .............................................................................................................................................. 101

Tasks ........................................................................................................................................................ 101

Emails ...................................................................................................................................................... 101

30. Shelf .................................................................................................................................................. 102

Adding Items to the Shelf ........................................................................................................................ 102

Opening Items from the Shelf ................................................................................................................. 102

Removing Items from the Shelf ............................................................................................................... 103

31. Tags ................................................................................................................................................... 103

Creating or Adding a Tag ......................................................................................................................... 103

Displaying Items Assigned to a Tag ......................................................................................................... 104

Renaming a Tag ....................................................................................................................................... 104

Removing a Tag from an Item ................................................................................................................. 104

Deleting a Tag .......................................................................................................................................... 105

Automatically Adding Tags to Feed Updates........................................................................................... 105

32. Definitions ......................................................................................................................................... 105

Industry Classification ............................................................................................................................. 105

ABC Classification .................................................................................................................................... 107

33. Contract Billing Scenarios ................................................................................................................. 107

One Year Contract – Billed up front ........................................................................................................ 107

One Year Contract – Billed Monthly ....................................................................................................... 108

3 Year Contract Billed Annually (Same amounts each year) ................................................................... 108

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3 Year Contract Billed Annually (Different amounts each year) ............................................................. 108

3 Year Contract – Discount Scenario ....................................................................................................... 109

1-year Contract – Advance Billing – Yearly – Contract Cancelled mid-flight .......................................... 110

1-year Contract – Advance Billing - Quarterly – Contract Cancelled mid-flight ..................................... 111

1-year Contract – Advance Billing - Quarterly – Contract with 2 cover products. Mid-flight Contract amendment to cancel one cover product (Line Item 10) on 22.01.2017 ............................................... 113

1-year Contract – Advance Billing - Quarterly – Mid-flight Contract amendment to add another cover product (item 20) on 02/11/2016 ........................................................................................................... 115

34. Generator Returns ............................................................................................................................ 117

35. Reports .............................................................................................................................................. 118

Basic Report Understanding ................................................................................................................... 118

How to Save a new Report ...................................................................................................................... 121

36. Report an Incident ............................................................................................................................ 121

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Copyright © Peak Scientific Instruments Limited 2017. All rights reserved. The contents of this document or any portion thereof may not be reproduced or used in any manner other than this intended format without the express written permission of Peak Scientific.

1. Introduction Logging on to CRM

1. Click on the following URL https://my321259.crm.ondemand.com/ *For Quick access save as a favorite to your browser or desktop

2. Enter your Username and ID which will be provided to you.

Understanding the Layout

1. The toolbar across the top of the screen (pictured below) is how to navigate the CRM to

add/edit information.

2. A side toolbar on the left is also available where you can access your home page, receive

notifications, search the CRM, and add in any quick information relating to leads,

opportunities and quotes.

3. There is another toolbar on the right side of the page where you can access your Tags, Shelf, and Help Center etc.

Personalization Regional Settings

1. Click on Personalize on the top right hand corner of the screen.

2. Click on My Settings.

https://my321259.crm.ondemand.com/

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3. You will see the below screen. Change any of the Regional Settings to meet your standards.

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2. Account Creation & Maintenance On the Accounts tab, you can display existing accounts, create new accounts, and set account

statuses. You can also display account details, review additional data, and rename and edit accounts

as required.

**Once you create an account, it can no longer be deleted. You can, however, set its status to

obsolete. **

Account Role Definitions

Customer Account that has legally traded monetary values with Peak Scientific. Account is in CRM/ERP and approved by finance.

Prospect

Prospects are accounts with whom Peak would like to do business with, but the account is yet to be qualified. They will be created in C4C and will not be available in S/4HANA. Prospect will be used in different transactions like lead, opportunity and customer service request.

Ship To An address that peak has shipped product to, but that physical address is not a legal trading address. Ship to will normally be related back to an account with the role customer as per account relationships image below.

Creating a new Account

1. Click on Customers from the top navigation menu. 2. From the Customer screen, it will default to all your Accounts, or you can click the

dropdown to see your team accounts or all accounts which you have access to.

3. To create a new account, click New in the top right corner.

4. The follow screen is then displayed

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5. Complete the below fields. The ones with a * are mandatory.

Field Name Description

*Name Name of account. There is a 40-character limit.

Additional Name If the account name is more than 40 characters, you can put the rest of the account name here.

*Role Automatically defaults to Prospect. Change to the appropriate. *Please note, if you change role to customer it automatically gets submitted to ERP for finance approval.

Website Company website

*ABC Classification of a customer used within Peak (End User, Distributor, OEM etc.) Definitions at end of User Guide Classification

Industry Industry which the account most relates to. Definitions in section 13 of User Guide

House Number Number of the house/building in the account street address

Street Street in the accounts main/invoice to address

City City of the account main/invoice to address

State State of the accounts main/invoice to address

*Country Country of the accounts main/invoice to address

*Postal Code Postal/Zip Code of the accounts main/invoice to address

*Owner Employee who will be responsible for the account

6. Once the information is filled in click Save > Save to save and close the account.

If you need to add more information click Save > Save and Open, which will bring

you to the below account page.

**The system will automatically check and notify you if there are any duplicates. **

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7. Click the edit button in the bottom right hand corner to edit any of the information within

the customer account.

8. Navigate to the sales data tab

9. Fill out the below information.

• Sales organization – your relative office

• Distribution channel – always direct sales

• Division – always default division

• Currency – default currency to quote customer in

10. Click Save to save the account.

Obsolete Ship-To Accounts and how to Reactivate

All redundant accounts with the “Ship To” role (including those which previously had the role Indirect) have been set to Obsolete therefore can no longer be used in C4C. An account has been identified as redundant/obsolete if it had no Leads, Opportunities, Quotes, Registered Products, Service Tickets, Contracts or S4 Transactions against it. Just under 17,000 accounts globally have been made obsolete therefore the volume of active Ship Tos/Indirects (combined) has gone down from 25,200 to 8,741. It is acknowledged that a significant number of accounts set to Obsolete will subsequently be required in transactions therefore, before creating any new accounts, please look for an existing obsolete account and “reactivate” this rather than creating a new account.

To find and obsolete account and reactivate follow the below steps

1. Navigate to the customer tab 2. Select the ‘All Obsolete’ from the drop down filter

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3. Select the advanced filter button

4.

5. Apply required search criteria (name, state or postcode)

a. If no accounts show up matching your criteria, then create a new account and do not follow the next steps

6. Identify and open obsolete account

7. Once in the obsolete account, choose the actions button 8. Click on Set as Active

a. Account is not active in both CRM and ERP

Changing an Account from a Ship-to/Prospect to a Customer

To change an account from a ship-to/prospect to a customer, please follow the instructions for processing an accepted quote or contract. There is a section on the quote/contract to validate the account in ERP for finance approval, which is covered in processing Purchase Orders. Once this is done, the order can be submitted. If you need to get a customer approved before we receive the PO, please send an email to your local superuser and they can coordinate.

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Setting an account Status

From the account details, use the Actions menu to choose the following applicable status:

• Choose {Actions > Block} to change the account status to Blocked, which will exclude

the account from subsequent search results. By blocking an account, you also

prevent future opportunities, activities and other items from being assigned to it.

• Chose {Actions > Set as Obsolete} to change the account status to Obsolete. By setting

an account as obsolete, you also prevent future opportunities, activities and other

items from being assigned it.

• Chose {Actions > Derive Territory} to automatically derive the territory based on the owner.

• Choose {Actions > Set as active} to change the account status to Active if it was

previously set to blocked or obsolete.

Generating Account Summaries

To generate an account summary of any account in PDF format, proceed as follows:

1. Choose Customers > Accounts

2. Open the appropriate account.

3. Choose Summary in the bottom right hand corner

Reviewing Tabs in Account Details

From the account details, you can select the below tabs to perform additional actions. The

following table summarizes per feature, the tabs that are available.

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Overview Select this tab to see the employees and addresses associated with the account.

Feed Select this tab to read, open, tag, flag or comment feed updates that are associated with the account.

Charts

On this tab, under Average sales cycle, you can view the average sales cycle, in number of days, for this account and for all accounts. Data for each average sales cycle is represented separately, but both sets of data are represented in relation to the quarterly sales cycle. Under revenue Trend you can view the overall revenue trend for this account in relation to the quarterly sales cycle.

Activities Select this tab to view, edit, or create appointments, tasks, phone calls or emails that are associated with this account.

Account Team Select this tab to add employees to, or remove employees from, the team responsible for this account.

Relationships Select this tab to view the associated relationships with the account.

Addresses

Select this tab to view, edit, or add addresses that are associated with this account. For any account, only one address can be specified as the main address. It is not possible to remove an existing address from an account, because the existing address may already be references by other items such as leads and opportunities.

Contacts Select this tab to add new or existing contacts to, or remove contacts from, this account.

Sales Data Select this tab to view or edit associated sales data.

Account Hierarchy

Select this tab to view the displayed accounts in a hierarchical structure, if a parent account has been specified for the accounts at hand. You can expand and collapse the account hierarchy at any level to display as many or as few accounts as you would like.

Leads Select this tab to view or create sales leads that relate to this account.

Opportunities Select this tab to view or create sales opportunities that relate to this account.

Sales Quotes Select this tab to view or create sales quotes that relate to this account.

Attachments Select this tab to view, edit, or add attachments that relate to this account.

Registered Products

Select this tab to view, edit, or add associated registered products.

Tickets Select this tab to view, edit, or add tickets associated with account.

Contracts Select this tab to view all contracts (active, pending and not active) associated with account.

Changes Select this tab to view and changes made to the account

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Choosing Account Filters

You can click on the highlighted box below to filter accounts based on Industry, Status, Country, and

State.

Accounts are displayed in various filters, described below.

My Accounts Accounts where you are assigned to either the account team or the territory team.

My Account Team's Accounts

Accounts where you are assigned to the account team

My Territory Team's Accounts

Accounts where you are assigned to the territory team.

My Teams Accounts Accounts where anyone in your organization, including employees in subordinate organization, is assigned either to the account team or the territory team.

All Accounts for which you have at least read access.

You can change the filter by selecting {Customers > Accounts} and select the dropdown:

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Advanced filters

Click on the highlighted box below to pull all the advanced filters. You can then search on any

account information.

**When searching for names you can use a * before and after the text to ensure the system will look

for a field that contains that specific text.

Export to Excel If you need any information exported to excel please contact your local superuser.

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3. Contacts Contacts are organized in relation to the accounts from which they originate. On the Contacts tab,

you can display existing contacts associated with accounts, create new contacts, and set contact

statuses. You can also display contact details, review additional data, and rename and edit contacts,

as required.

**Once you have created a contact, it can no longer be deleted. You can, however, set its status to

Obsolete. **

Choosing Contact Filters

You can click on the highlighted box below to filter contacts based on Status, Department and

Function.

Contacts are displayed in various filters, described below.

My Contacts All contacts of all accounts for which you are assigned as a member of the account team.

My Team's Contacts

All contacts of all accounts for which you are assigned as a member of the accounts team, and, if you are a sales manager, all contacts of all accounts for which any subordinate of yours is assigned as a member of the account team.

All All contacts of all accounts that you are authorized to access.

To change a filter, click {Customers > Contacts}:

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Advanced Filters

Click on the highlighted box below to pull all the advanced filters. You can then search on any contact

information.

Creating a New Contact

1. From the top navigation menu choose Customers > Contacts

2. Choose New. The following screen will be displayed.

3. Enter the First Name and Last Name of the contact, then specify the Account that it is

associated with.

4. Enter any additional details for the contact, such as organizational information or the

phone number.

5. To save the information you have the following options

• Save > Save. This will save the information and close the screen.

• Save > Save and New. This will close the screen and open a new blank screen so you can

add another contact.

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• Save > Save and Open. This will open the contact so you can go in and add/edit any

information relating to that contact.

Editing Contacts

You can edit contacts from the Contact item header, as follows:

1. Click on the appropriate contact you wish to be edited.

2. Once in the contacts file click the Edit in the bottom right hand corner.

3. Change the desired entries. Depending on the field, use the dropdown menu or automatic

search to choose an entry.

4. Save your entries by clicking the save button in the bottom right hand corner.

Setting Contact Status

From the contact details, use the Actions menu to choose the following applicable status:

• Choose Actions > Change Picture to change or add a contact picture.

• Choose Actions > Block to change the contact status to Blocked, which will exclude

the contact from subsequent search results. By blocking a contact, you also

prevent future opportunities, activities and other items from being assigned to it.

• Choose Actions > Set as Obsolete to change the account status to Obsolete. By setting

a contact as obsolete, you also prevent future opportunities, activities and other

items from being assigned to it.

• Choose Actions > Set as active to change the contact status to Active if it was

previously changed to blocked or obsolete.

Add existing Contact to any account

Contacts can exist against multiple accounts. Before creating a new contact always check there isn’t already one on the system. If one is already created then follow the below steps to add to your account.

1. Navigate to Customers > Contacts 2. Open the contact you wish to add to another account 3. Navigate to the relationships tab 4. Click Add 5. Add the relationship type and the account you wish to add them too

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6. Click add 7. Next highlight the relationship you just added and then add in their phone/email etc. 8. Click on save. You can now quote for the contact in the new account.

Reviewing Tabs in Contact Details

From the contact details, you can select these tabs to perform additional actions. The following

table summarizes per feature, the tabs that are available.

Feed Select this tab to read, open, tag, flag or comment feed updates that are associated with the contacts

Addresses Select this tab to view, edit, or add addresses that are associated with this contact

Activities Select this tab to view, edit, or create appointments, tasks, phone calls or emails that are associated with this contact

Leads Select this tab to view or create sales leads that relate to this contact

Opportunities Select this tab to view or create sales opportunities that relate to this contact

Sales Quotes Select this tab to view or create sales quotes that relate to this contact

Registered Products Select this tab to view, edit, or add associated registered products

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4. Leads Capture information from potential clients or customers that can lead into a sale.

Leads in the CRM can be created by someone in marketing, administration, FSE or a territory

manager. When you are assigned as the owner or owner sales of the lead, a notification will arrive

in your CRM as well as an email.

Under Marketing > Leads you can create leads to record raw data that is derived from trade shows

and other marketing activities. You can also edit leads, and convert leads to follow-on items – such

as opportunities, or accounts and contacts – to drive sales activity. You can also perform the

following optional actions:

• Specify the source of your lead

• Classify leads per an interest

• Qualify leads by applicable levels – cold, warm, or hot

• Track and analyze the success of your leads over a specified time frame

• Add products to leads

Creating a New Lead Prerequisites – Account must be created first

1. Open the account which you wish to create a lead for 2. When in the customer account, navigate to the leads tab 3. Click on New

4. Enter the pertinent information about the lead. The ones with a * are mandatory.

*Lead Description For Sales: Company Name_Product_Date

For AMS: Serial number

*Company This should automatically default to the company.

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*Contact

Will automatically populate if using an existing account, or you can enter new contact information. If the contact isn’t in CRM yet, can go to account and create contacts.

Status The lead can have a status of open, qualified, declined or converted. Definitions are defined below.

Qualification Level Enter as Hot, Warm or Cold.

Source Dropdown menu for general information about where the lead came from - online, registration, telephone etc.

Category Dropdown menu for which division of the business the lead is for, LCMS, GC, Scientific, Contracts etc.

*Owner This will be who the lead is assigned to.

Owner Sales If you have inside sales, or someone else related to the lead that needs to follow it you can enter their name here.

Sales Territory ID Should automatically populated based on the account territory.

5. Save your entries by performing one of the following actions:


• Save > Save and New. This will close the screen and open a new blank screen so you

can add another lead.

• Save > Save and Open. This will open the lead so you can go in and add/edit

any information relating to it.

Editing Leads

1. From the top navigation menu click Sales > Leads and open the lead of interest

2. Choose Edit at the bottom right hand corner.

3. Edit the lead as required, then save your entries by clicking the save button on the bottom

right corner.

Lead Status The lead will start out as open, and should be changed to qualify as soon as customer is contacted. The final stage of a lead is when they are converted or declined. The lead status is run on reports to determine if the leads are being appropriately actioned or not.

• Open – the lead will start as open, when in this stage it means no initial contact has been made with the customer. Lead should be ‘open’ no longer than 3 days.

• Qualified – Initial contact has been made with the customer and they are in the qualifying stage.

• Converted – Customer is qualified and you can put an estimated value against the opportunity. (more detailed information about converting a lead is below)

• Declined - Customer is not qualified and this lead will not move forward. Once a lead is set to declined it is the final stage and it cannot be reverted.

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Converting Leads

When you convert a lead to an opportunity, it remains in the system as a record. You can further

process, as required, any follow-on items that arise from the lead, but you cannot delete the lead

once it has been converted.

To convert a lead to another item, proceed as follows:

1. Open the lead of interest

2. If the lead is to be converted to an Opportunity, set the status to ‘Accepted’ by clicking edit

in the bottom right hand corner and changing the status on the left information screen.

3. If the lead is not moving to an opportunity set the status to ‘Declined’.

4. On the lead details screen, choose one of the following:

• Actions > Convert to Opportunity

• Actions > Convert to Account and Contact

o This is only an option if the account and contact do not exist in the system

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Filtering Leads

You can filter leads by clicking on the highlighted button below

You can do an advanced filter on leads by clicking on the highlighted button below.

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5. Opportunities Accelerate sales wins by rapidly tracking activities, collaboration with internal teams, customers and partners, keeping tabs on the competition, and obtaining guided selling materials for each deal.

A lead can be converted to an opportunity once you can put an estimated value against it.

Creating a New Opportunity

Prerequisites – Account and contact have been created

1. From the top navigation menu choose Customers > Accounts

2. Open the account you wish to create an opportunity for

3. Navigate to the opportunity tab

4. Click New

5. Enter the required information, including the expected value, close date and category.

6. Save your entries by performing one of the following:


• Save > Save and New. This will close the screen and open a new blank screen so you can

add another opportunity.

• Save > Save and Open. This will open the opportunity so you can go in and add/edit

any information relating to it.

Editing an Opportunity

1. Choose Sales > Opportunities and open the opportunity of interest.


3. Complete the following below fields to the best of your knowledge

4. Save your entries by clicking the save button on the bottom right corner.

Opportunity field details are listed below:

Account This will default from the lead, but if starting a new opportunity enter the Account. Please note the account must be created in the CRM first to populate here.

Description If starting a new opportunity, the description is Account Name_Product_Date. If the opportunity was generated from a lead this will be copied over.

Primary Contact This will default to the main contact from the lead or the account but can be changed if required.

Source Will default from the lead. Dropdown menu for general information about where the lead or opportunity derived from - online, registration, telephone etc.

Status Will be set to 'Open' when created and one the opportunity is won or lost it should be set accordingly.

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Sales Phase Phase that the lead is currently in. Should be edited as the opportunity progresses.

Days in Sales Phase This will automatically default based on how many days the opportunity has been valid for.

Probability Will automatically default based on the Sales Phase, but can be changed if required.

Expected Value Expected monetary value of this Opportunity if won.

Total Negotiated Value Will automatically populate when you add products into the Opportunity.

Start Date This will default to today’s date, but can be changed if needed.

Close Date This is the date when you expect to close the opportunity (by setting to Won or Lost as appropriate) This date is used in reporting and needs to be updated on a regular basis to show the expected revenue in a period.

Publish to Forecast Tick this box if you would like this opportunity to show on your forecast. Please note, the close date will determine the month that the opportunity is forecasted on.

Category Dropdown to be filled in to categorize the opportunity as LCMS, GC, Industrial etc.

Progress Will automatically populate.

Owner This will default to the person creating the opportunity, however it can be changed it required.

Sales Organization This should automatically populate based on your employee setting (should be your office location) Distribution Channel Will always be 'Direct Sales'.

Sales Unit This should automatically populate based on your employee setting (should be your office location with sales/service)

Note Can add in notes about the Opportunity.

Assigning Products to an Opportunity with Pricing Details

1. Choose Sales > Opportunities and open the opportunity of interest.

2. Select the Products tab.

3. Any products added to the Lead will be copied over.

4. If you need to add new products, click Add.

5. You can then specify the product to be assigned either by typing in the name of the

product or the product code, then choose Add.

Details from the products will automatically populate

6. When done click Add > Add to save and close or Add > Add and New if you want to add more

products.

7. To pull the pricing, highlight the item

8. Click on the gear button in top right

9. Click on Request External Pricing, and repeat per line item

10. If Discounts are added in, then Actions > Request External Pricing must be done again.

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Removing Products from an Opportunity

1. Choose Sales > Opportunities.

2. Open the appropriate opportunity.


4. Find the product to be removed

5. From the Action column corresponding to the product to remove, click on the dustbin { }

on the far right.

Copying Products within an Opportunity




4. Select the product to by copied

5. From the Actions menu { } on the right, choose Copy.

6. Choose Save.

Assigning Employees to an Opportunity Sales Team



3. Select the Sales Team tab.

4. Click add, then specify the role and name of the employee to be assigned.

Adding Registered Products against Opportunity

Up to 25 registered products can be added against an opportunity.



3. On the overview tab navigate down to the serial numbers

4. Click Add

5. Add the serial number and click save.

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Revenue Splits

1. On the ‘Revenue Splits’ tab within the Opportunity, enter the Revenue Partners that the revenue will be split between (you cannot enter a value on this screen, it is just a summary display)

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2. On the ‘Products’ tab, enter the product, negotiated value and revenue start and end dates:

3. In the ‘Item Revenue Schedule’ section on the ‘Products’ tab, add the split for the different Revenue Partners that you entered on the Revenue Splits tab:

4. You will then see the spilt as a summary on the Revenue Splits tab:

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Converting/Ending Opportunities

You can end an opportunity by changing its status to Won, Lost, or Stopped. Proceed as follows:

1. Select an opportunity, choose Actions, and then select the appropriate status. *Opportunities

that have the status Stopped are not displayed in the opportunity pipeline or in the Won/Lost

opportunities chart, and they are not considered for forecasting.

If you have selected the status ‘Won’ or ‘Lost’, you can enter a reason why the opportunity

was won or lost. The reason you select is displayed in the opportunity as Reason for Status

under pipeline states and is also used in analytics.

2. Save your entries.

Reviewing Tabs in an Opportunity

Overview On the Overview tab, you can see the latest changes of the Opportunity, Contacts, Products and the Lead which is evolved from.

Feed On the Feed tab, you can see major updates concerning the Opportunity.

Products On the Products tab you can add or delete products, enter external and internal notes concerning the product, and add attachments. This will be copied over to the Quote when progressed.

Activities

On the Activities tab you have an overview about the activities and you can add appointments, tasks, and phone calls. Here you can also see the e-mails related to this quote and you can add tasks from the determined activity plans.

Competitors You can add any competitor information that you may be up against for a specific opportunity.

Sales Documents

This is where you can create a new quote relating to this opportunity, and search any previous quotes against the opportunity.

Changes On the Changes tab, you can follow-up on all changes made in this Opportunity.

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Attachments On the Attachments tab, you can add attachments, for example, local files, web links, and links to library content.

Sales Team Internal Sales Team

Contacts Account contacts related to this opportunity

Tickets Any ticket related to an opportunity.

Contracts A contract quote that was derived from this opportunity

Involved Parties

Involved parties internal and external

Document Flow

On the Document Flow tab, you see all proceeding and follow-up documents for this Opportunity.

Revenue Splits On this tab, you can split the expected revenue with another Peak team member if required.

6. Generator and Spare Parts Quotations

Sales quotations are created as an external document for the customer. You can have multiple

quotations against one opportunity. All the pipeline/forecast reports are pulled from opportunity, so

multiple quote options will not affect your figures.

A quotation also needs to be completed before a purchase order is submitted to ERP.

*To quote service contracts, please see Section 8 – Service Contract Quotations

Creating a New Sales Quote

Prerequisites

• Account/contact created

• Opportunity Created

1. Open an existing opportunity, and navigate to the sales tab

2. Under the Sales quotes tab, click New and the start quote screen will pop up with most information filled in. Fill in any missing information and click save > save and open.

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3. To add products/remove products, go to the product tab and click add.

4. Type in the product description or number and then choose from a populated list.

Repeat for as many products as you need and change quantity if needed.

5. Once all products are added, click actions > request external pricing.

6. When pricing pulls through, you can add a percentage or value discount by clicking

add under the pricing section.

7. When discounts are added, click Actions > Request External Pricing again, and this

will recalculate everything.

8. When all products are added, click on save

Preview Sales Quote/Send to Customer

1. When quote is complete, click on Actions>Preview

2. Save the PDF locally and email to customer

Sales Quote Fields

Account This will default from the opportunity. Please note, the account must be created in the CRM for it to populate here.

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Primary Contact This will default to the main contact from the lead or the account but can be changed if required.

Status Will default to open, and once the quote is won/lost you can set it appropriately.

Source Will default from the lead. Dropdown menu for general information about where the lead came from – online, registration, telephone etc.

Date Will automatically populate to today’s date, but can change if required.

Reason for Rejection

If the quote has been rejected, you can enter the reason.

Show Discount on Quote

Click this button if you want the discount % to show up on the quote output.

Currency This will default to the currency based on the sales unit. Do not change this field - if you need to change the currency change the sales unit and it will automatically populate this area.

Total Will default to the total amount on the quote.

Payment Terms Dropdown of payment terms

Delivery Terms Dropdown of delivery terms

Warranty Dropdown of warranties

Chance of Success

Will automatically populate to 100%, but can be changed if required.

Valid To Will automatically populate to 30 days from the quote date, but can be changed if required.

Owner Will automatically populate to the person creating the quote, can be changed if required.

Sales Unit This is related to the sales org and price lists that you need to quote in.

Territory The territory that the owner belongs to

Language Defaults to the language that is set up at the customer account level. If there is a quote output for the relevant language, you can change here.

External Note This will show up on the quote output, underneath the customer account details.

Internal Note This is internal and will not show up on the output.

Footer Note This will show up on the quote output, underneath all the items quoted. Good spot to put

Changing the language on a sales quote output

1. Either create a new quote or open an existing quote.

2. On the side bar of the quote there is a field for language.

3. Change this to the appropriate language.

4. Click Actions > Preview, and if there has already been assigned a quote template in that

language then it should appear.

5. You can then switch back to English if need be.

6. If that specific customer always wants their quote in another language – you can set the

account language as the preferred language and the quote will always default to that.

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Tracking Changes

On the Changes tab of a sales quote you can see all changes made in the quote, and you can also

filter for a specific time. In the list, you can see the origination and the new value after the

change.

Edit a Quote

1. Navigate to Sales > Sales Quotes and open the quote of interest.


3. Complete any fields that need to be changed

4. Click on Save

Creating a Follow-up Sales Quote

1. In the sales quote where you want to create a follow-up quote from select the Sales

Documents tab.

2. Under Sales Quote click New.

The data from the current quote is copied into the quick activity form.

3. Adapt the entries and select Save > Save and Open.

The system copies the whole quote including the products into a new document and opens it.

In the old quote, you can find the new quote now under Sales Documents.

4. Now you can work with the new sales quotes

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Reviewing Tabs in a Sales Quote

Overview On the Overview tab, you can see the latest changes of the quote, the products and the involved parties.

Products

On the Products tab you can add or delete products, enter external and internal notes concerning the product, and add attachments. The Internal Note is only stored within the document and the External Note is also forwarded to the customer.

Involved Parties

On the Involved Parties tab you can add or delete parties and contacts. You can also select other addresses that you entered in the master data

Document Flow On the Document Flow tab, you see all proceeding and follow-up documents for this quote

Sales documents On the Sales Document tab, you get an overview about the related sales quotes.

Attachments On the Attachments tab, you can add attachments, for example, local files, web links, and links to library content.

Approvals On the Approval tab, you can enter additional information for the approver and the approver can also add comments.

Activities

On the Activities tab you have an overview about the activities and you can add appointments, tasks, and phone calls. Here you can also see the e-mails related to this quote and you can add tasks from the determined activity plans.

Output

On the Output tab, you can see the output history and the sent-out documents. Here you can also trigger the sending of a document again.

Feed On the Feed tab, you can see major updates concerning the quote.

Changes On the Changes tab, you can follow-up on all changes made in this document.

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7. Processing Accepted Quotations

If a purchase order is received, the quotation from the CRM needs to be transferred to ERP.

The opportunity and Quotation both need to be closed before transferring to ERP.

**If the quotation has both a generator and a service contract, follow the same instructions

below and send a copy of the Quote/PO to maintenance@peakscientific, this will ensure the

service contract gets put on the system with the appropriate PM visits.

Set Opportunity to Won

1. Navigate to the sales quote the PO was received for

2. Open the Sales Quote

3. On the sidebar of the sales quote, click on the hyperlink to open the related opportunity.

4. Once the opportunity is open, go to the product tab

5. Make any necessary change to the products so they match the PO (pricing, quantity etc.)

6. Double check all information, values, owner, serial numbers etc.)

7. On the side bar, double check that the expected value is equal to the amount that will

appear on the owners’ revenue

• For a generator sale, include only the expected value of generator, do not

include shipping, tax etc.

• Spare Parts – include only values of spare parts, do not include shipping

8. To set the opportunity to won, click on edit

9. Change the sales phase to close

10. Click Save

11. Click Actions

12. Click as in Process

13. Click as ‘Set to Won’

14. Navigate to the quotation tab, if there are multiple quotes, set the others to ‘lost’. You

can do this by highlighting the quote, click on the actions button and set to lost

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Process Quotation

1. After setting the opportunity to won, and closing all other pending quotes against that

opportunity, navigate back to the quotation that we received the purchase order for

2. Click Edit

3. Add the Customer PO number in PO Number field

4. Navigate to the products tab to ensure everything is correct

5. Navigate to involved parties tab, and check the addresses are correct. If address needs to

be amended, click edit and choose from the dropdown. If address is not in dropdown,

navigate to customer account and add address on address tab

6. Check if the account is an ERP customer by hovering over the customer and a screen will

pop up with account details

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7. When the customer detail box pops up, check to see if the customer has a customer role

and ERP ID, if this is true then customer is in the ERP and proceed to step 9.

8. If the customer has an ERP ID number, then skip to step 10.

9. If customer does not have an ERP ID number, click the ‘under validation’ checkbox. *The

customer needs to be approved by finance before we submit the purchase order.

10. Once the customer has been approved by finance, click on Actions > Request External

Pricing

11. Then click on Actions > Create Follow Up Order, this will submit the order to the ERP, and

you can then use the quotation number to grab the order acknowledgement from ERP.

Processing Quotes with both Generators and Contracts If a “mixed” quotation containing both generator/contract and spare parts is required, then follow the process below.

1. Create a single sales opportunity/quote (as per sections 5,6 and 7 above) for both the contract

and the generator/spares parts

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2. If quotation won, then email the appropriate department who will create the contract without the quote stage via Contracts>New

3.

Important: The quotation at step 1 will be converted to an ERP Sales Order (including the contract part) which will then be invoiced then the contract billing must be set to blocked on S4. Please contact the service sales S4 rep who will set this.

Cancelling a Quotation

Once a quote is submitted to ERP, it cannot be changed on either system. If a quote needs to be

amended hereafter, then the quote needs to be cancelled on ERP and a new quote from CRM must

be submitted.

1. Open the quote that needs to be cancelled.

2. Click on Actions > Copy

3. This will copy the quote in its entirety.

4. You can now amend any products and values

5. Link the new quote to the old opportunity, by clicking edit

6. Next to the opportunity field, click the double box icon and choose the correct

opportunity.

7. Once linked to the opportunity click save.

8. Then open the opportunity link and amend anything in the opportunity if it needs to be.

9. Click save.

10. Navigate back to the new quote, and then follow the same procedure to submit to ERP.

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8. Involved Parties

Below are examples of involved parties with relation to the contracts, registered products and service tickets. Example accounts

SAP ID Account Name

Address Description

1094838 Mars Petcare PO Box 23468, Lochside Ave, Edinburgh, UK

“Bill To” Address/Account

1094837 Mars Petcare 315 Cool Springs, Franklin, US “Ship To” Generator location address/account

1072758 AB Sciex Accounts Payable

Foster City CA 94404

United States

“Bill To” Address/Account

1072975 AB Sciex Harvard Institute of Medicine / Boston MA / US

AB Sciex “ship to” delivery Address

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Involved Parties by Data Object

Data Object Scenario Involved Parties

Registered Product

No OEM involvement

Original Customer = Mars Petcare “Bill To” Address/Account (1094838) This should never be changed

Customer = Mars Petcare “Bill To” Address/Account (1094838) –

This must be the same as the contract Bill To Ship To = Mars Petcare “Ship To” Generator location

address/account (1094837) Registered Product

Generator sold via OEM and OEM pays contract

Original Customer = AB Sciex “Bill To” Address/Account (1072758)

– This should never be changed

Customer = AB Sciex “Bill To” Address/Account (1072758) – This

must be the same as the contract Bill To Ship To = Mars Petcare “Ship To” Generator location account

(1094837) Registered Product

Generator sold via OEM and End User pays contract

Original Customer = AB Sciex “Bill To” Address/Account (1072758)

– This should never be changed



address/account (1094837) Contract No OEM

involvement

Bill To = Mars Petcare “Bill To” Address/Account (1094838) – This should match contract PO Bill to Ship To = This should match contract PO ship to

Contract Generator sold via OEM and OEM pays contract

Bill To = AB Sciex “Bill To” Address/Account (1072758) – This should match contract PO Bill to Ship To = This should match contract PO ship to

Contract Generator sold via OEM and End User pays contract


Service Ticket No OEM involvement

Account = Mars Petcare “Bill To” Address/Account (1094838) – This

pulls from the Reg Prod Customer Ship To = Mars Petcare “Ship To” Generator location

address/account (1094837) – This pulls from the Reg Prod Ship To

Service Ticket Generator sold via OEM and OEM pays contract

Account = AB Sciex “Bill To” Address/Account (1072758) – This pulls

from the Reg Prod Customer

Ship To = Mars Petcare “Ship To” Generator location


Service Ticket Generator sold via OEM and End User pays contract

Account = Mars Petcare “Bill To” Address/Account (1094838) – This

pulls from the Reg Prod Customer Ship To = Mars Petcare “Ship To” Generator location


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Involved Parties by Scenario

9. Service Contract Quotations

Data Object Scenario Involved Parties

Registered Product

No OEM involvement

Original Customer = Mars Petcare “Bill To” Address/Account (1094838) This should never be changed



address/account (1094837) Contract No OEM

involvement


Service Ticket No OEM involvement

Account = Mars Petcare “Bill To” Address/Account (1094838) –

This pulls from the Reg Prod Customer Ship To = Mars Petcare “Ship To” Generator location

address/account (1094837) – This pulls from the Reg Prod Ship To Registered Product

Generator sold via OEM and OEM pays contract

Original Customer = AB Sciex “Bill To” Address/Account

(1072758) – This should never be changed

Customer = AB Sciex “Bill To” Address/Account (1072758) – This

must be the same as the contract Bill To Ship To = Mars Petcare “Ship To” Generator location

address/account (1094837) Contract Generator sold

via OEM and OEM pays contract

Bill To = AB Sciex “Bill To” Address/Account (1072758) – This should match contract PO Bill to Ship To = This should match contract PO ship to

Service Ticket Generator sold via OEM and OEM pays contract

Account = AB Sciex “Bill To” Address/Account (1072758) – This

pulls from the Reg Prod Customer

Ship To = Mars Petcare “Ship To” Generator location


Registered Product

Generator sold via OEM and End User pays contract

Original Customer = AB Sciex “Bill To” Address/Account

(1072758) – This should never be changed



address/account (1094837) Contract Generator sold

via OEM and End User pays contract


Service Ticket Generator sold via OEM and End User pays contract

Account = Mars Petcare “Bill To” Address/Account (1094838) –

This pulls from the Reg Prod Customer Ship To = Mars Petcare “Ship To” Generator location


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Contract quotations are created as an external document for the customer. You can have multiple

contract quotations against one opportunity. All the pipeline/forecast reports are pulled from

opportunity, so multiple quote options will not affect your figures.

A contract quotation also needs to be completed before a purchase order is submitted to ERP.

*To quote generators or spare parts, please see Section 6 – Generator and Spare Parts

Quotations

Process flow – Service Contracts

Creating Contract Quotation

Prerequisites

• Account is active on CRM, if no account exists then follow Account Creation guidelines

• Contact is on CRM

• Registered product updates with correct customer and ship to involved parties

• Opportunity was created

1. Open the opportunity you wish to create a contract quotation for

2. Navigate to Contracts tab

3. Click on New, and you will see the below screen

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4. Fill out the fields

5. Click Save and Open

Add Registered Products to Contract

1. Within the contract, navigate to the covered object tab

2. Click Add

3. Search for the serial number you wish to quote a contract for

4. Click add and repeat as necessary

*The customer on the contract needs to be the same customer in the involved parties tab within the

registered product. If they aren’t they you won’t be able to add the product.

Add Contract Items

1. Within the contract, navigate to the items tab

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NB: All contract templates will have a dummy contract part embedded e.g. the standard template

has contract part 9999-02-SF-CD. Ignore this part and do not remove or change it.

2. Click Add

3. Add the contract part specific to the generator you are quoting (1 item per specific generator

on contract)

a. If you are quoting 5 NM32LA CSP for 1 year, you can have one line item (NM32LA –

CSP, quantity 5 and dates for 1 year.

b. If you are quoting a CSP for 2 NM32LA and 3 Genius 3020, you would have one line

item with NM32LA – CSP, quantity 2 and another line item for Genius 3020 quantity 3

and dates for 1 year.

4. Set coverage to ‘full coverage’ for each line item

Set every Determination Relevance to ‘None’, except the 1st one.

5. Click Save

Add Pricing/Discounts to Line Items

1. Within the Item tab on the contract, Click on the pricing tab under the product

2. Click the Actions button in bottom right hand corner

3. Click Request external pricing

4. Click on Add to add a discount

5. Can add a % discount or value discount

6. Once added click add

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7. Click request external pricing for the discount to update pricing

8. Click Save

Sending Quotation to Customer 1. Within the Contract screen, navigate to the overview tab

2. Click on Actions button

3. Choose preview to generator quote output

4. Save the quote locally and send to customer

5. Change the contract status to ‘quotation sent’

6. Click Save

Setting Quotation to Rejected

1. Within the Contract screen, navigate to the overview tab

2. Click edit

3. Change the status of contract to Quotation Rejected

*If inspection has been undertaken and is negative change the status to ‘not fit for contract’.

4. Click Save and this will be the final status for quotation

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10. Contract Renewal

Process Flow Chart – Contract Renewal

Renewals to be Quoted Excel Spreadsheet

1. Open up territory specific renewals report (can be found on the S:Drive – Sales > Aftermarket

Sales > Renewals > Renewals to be Quoted)

2. Right click on the main data in the ‘All’ tab and select refresh. This may take a couple of

minutes to update so wait for the report to complete this action.

3. Click on ‘Contracts without Opportunity’ tab

4. Identify the month you should be quoting and click on the number in ‘Count of ID column’

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5. Sort Column U (End Date) in A to Z order to give to organize the list of contracts in date order.

6. Copy the ID number of the contract (Column B) you wish to quote

Notes to remember when using the excel sheet to quote:

• Renewals should be quoted at least 2 months prior to expiry date

• Format of Rows in table is the year then the month. For example 17-10 means 2017 – October.

• Report should only show figures 2 months ahead. For example if you are looking at the report

in September 2017 you should only have numbers next to 17-11 onwards. If there are any

contracts appearing before 17-11 in this example they need to be looked at as a priority.

• The report includes all contracts that are both InPreparation and Active. Contracts which are in

preparation are most likely previous quotes that have been quoted but not accepted. These

contracts need to be looked into to identify if this is the case, if so the contract should be set to

obsolete and will not appear on the report once it has been refreshed. If you are unsure if the

Inpreparation contract should be obsolete please contact either Jordon Kirk, service admin or

your service manager.

• The report doesn’t update data changed in CRM immediately as there is a 4 hour delay

between the report and CRM syncing.

• Sciex Opportunities in the UK/ Europe/US & Canada should be created by renewals team and

then sent to Lorna who will work with Sciex on renewing the contract. When creating the

opportunity use the Opportunity name format as Sciex - Serial No. – Renewal. So for example

renewal opportunity name could be A11-11-111 – Sciex – Renewal.

Opportunity Creation

1. Navigate to Contracts tab

2. Open contract that is to be renewed

3. Go to opportunities tab

4. Click New

5. Fill out fields

6. Click save & open

7. Click edit

8. On the overview tab, add in serial numbers that are to be covered

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9. Navigate to products tab

10. Add new products/pricing

11. Amend expected value, close date, sales phase, probability etc.

12. Click Save

Contract Renewal Quote

Prerequisites – opportunity is created against the contract expiring

1. Navigate to expiring contract

2. Go to related contracts tab

3. Click New

4. On the New contract screen, fill out information and click save and open

5. Navigate to covered objects tab to review and update the generator covered under contracts

6. If need to add a registered product, click add

7. Navigate to items tab to review and update the service contract products

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8. For each item in the contract, review and update entitled service and products by selecting

each one individually.

9. Navigate to entitles services and parts tab within the item

10. Replace any legacy ids with appropriate ids

11. If contract type (service level) has changed then update contract type field

12. Click request external pricing

13. Add discounts by clicking on each product

14. Under the pricing tab, hit add

15. Add new discount, either % or value discount

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16. When you click add, you can either add a % or a value discount

17. Request external pricing for the discount to take place

Change Address on Contract

If a contract was created, and noticed the account address is incorrect, you can go back to the account and update the address. Follow the instructions below for it to show up on output.

1. Change address in main account and click save 2. Within the contract, click edit. 3. Delete the account by clearing it out of the space. 4. Click Save 5. Add the account back in 6. Preview the output and the new address should show.

Sending Quotation to Customer

7. Navigate to overview tab within the contract 8. Click actions button 9. Choose preview 10. If quotation is all correct, save file locally and send to customer 11. Change the status of service contract to renewal quotation sent

Setting Contract to Rejected at Header Level

Prerequisite – the opportunity must be set to lost.


2. Click edit

3. Change the status of contract to Quotation Rejected

*If inspection has been undertaken and is negative change the status to ‘not fit for contract’

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4. Click Save and this will be the final status for quotation

Setting Quotation to Rejected at Item Level

1. Within the Contract screen, navigate to the item tab

2. Click edit

3. Change the status of the item Rejected

4. Click Save. This is the final status for this line item. It will not be billed and will not show up on

the contract

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11. Processing Accepted Contract Quotation (New Business or Renewal)

Once a purchase order or signed contract is received, you can process the contract to ERP for order

acknowledgement and billing.

The opportunity and other contract quotations within opportunity need to be closed first.

Set Opportunity to Won

1. Navigate to the contract quotation the PO was received for

2. Open the Contract

3. Navigate to the opportunities tab, on the hyperlink to open the related opportunity.

4. Once the opportunity is open, go to the product tab

5. Make any necessary change to the products so they match the PO (pricing, quantity etc.)

6. Double check all information, values, owner, serial numbers etc.)

7. On the side bar, double check that the expected value is equal to the amount that will

appear on the owners’ revenue

8. To set the opportunity to won, click on edit

9. Change the sales phase to close

10. Click Save

11. Click Actions

12. Click as ‘In Process’

13. Click as ‘Set to Won’

14. Navigate to the contracts tab, if there are multiple contracts still pending for the same

opportunity, set the others to ‘lost’. You can do this by highlighting the contract, click on

the actions button and set to lost

Set Contract to Active


2. Click edit

3. Change the status of contract to Quotation Accepted

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4. Add in the Customer PO number to the Customer PO field on the sidebar

5. Add in the signed-on date and double check the contract start/end dates

6. Click Save

7. Navigate to covered objects and double check the serial number is same as PO

8. Navigate to items tab and double check the coverage, pricing and billing plan

9. Navigate to involved parties tab, ensure the bill to and ship to are the same as that on the PO.

(These addresses will show on the invoice)

a. Account, bill to, and payee should all be the same.

b. Update the employee and sales employee to that who the contract was sold by

c. Check that the sales unit and seller are both the office who is selling the contract (US,

UK, India etc)

10. If everything is correct, click on Actions and choose activate

11. Click on Request external pricing one more time

12. Then from the actions button, choose transfer (this will transfer contract to ERP for order

acknowledgement, invoicing etc.)

13. Click on save

14. The ERP Id will show on the side bar with a 4000 #, this is the sales order number.

Create Preventative Maintenance Visits

*If the Contract is for an academic plan, please open the registered product and add in to the notes

that the contract is academic and the dates of contract.


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2. Click on the serial ID of the covered object

3. Once in the registered product, go to the Ticket Tab

4. Click New and fill in:

a. Type – Planned Maintenance visit

b. Customer – Should default

c. Serial ID – Should default

d. Serial No. – add in the PM visit number and s/n

5. Click Save and Open

6. Once service ticket opens, navigate to the service and repair tab

7. Click Edit

8. Add the appropriate service technician team (Service UK, Service USA, Service India etc)

a. You do NOT need to add an FSE at this point, that can wait until scheduling

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9. Change the requested start date to the provisional service visit due date

10. Under Items, Add the 09-5001 labor part item (This is a standard part which needs to be added

for every visit to show up on resource scheduler)

11. Add the required service kit part

12. Click save

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Obsoleting Contracts

1. Within the Contract, navigate to covered objects tab

2. Click on each Serial ID hyperlink to open registered products

3. Navigate to the items tab

4. Add the reason for rejection

5. This will automatically set the contract to obsolete – please note this is a final stage and cannot

be reverted.

12. Inflight Upgrade/Downgrade Contract

Process Flow Chart – Inflight Upgrade/Downgrade Contract

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Add/Delete Generators to Contract

1. Go to contracts work center

2. Go to covered objects tab

3. To Add covered objects click add

4. Add necessary covered objects

5. If the contract is already activated and transferred, we can set the line item to obsolete, which

will keep a record but stop all billing going forward.

6. Save the contract

Upgrade/Downgrade Contract

1. Go to items tab

2. Select each item one by one

3. Update the coverage value at the item level

4. Add/Delete entitles services and products by add/deleting respectively


6. From Actions button, click on Activate


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13. Registered Product

A registered product is one that is associated with a specific customer and there is a unique serial

number. Within the registered product you can find the parties involved (sold to, ship to, bill to),

installation dates, warranties, contracts, and service tickets.

New generators that are dispatched from HQ will update daily into the CRM, also note that there is a

new serial number format for any generator dispatched from SAP. The new format begins with a 7,

and may appear like 770001331. The format is automatically generated from SAP and does not have

any meaning behind it.

Locate a Registered Product within CRM

Based on your restrictions, you can review or add more information to a registered product. You can

access the details screen from a few different locations listed below.

• Use the general search function, this will search the whole CRM.

• When in the customer record, navigate to the ‘Registered Products’ tab, and click on the serial ID

link.

• Navigate to the ‘Products’ tab and then the ‘Registered Products’ tab, then click on the serial ID

link.

• Navigate to the ‘Install Base’ tab and then the ‘Registered Products’ tab, then click on the serial ID

link.

Understanding Registered Products

The products general information is located on the left-hand side bar.

Installation Date – defaults to the date it was shipped from factory. This can be updated when a peak

engineer installs the unit, or we receive the registration warranty with the installation date.

Installation Check – this is set to yes if someone manually changed the installation date to that other

than the date it was shipped from factory. (If EFACS had a different dispatch and installation date,

then this was set to Yes on migrated registered products.)

Valid to/From Dates – dates the generator is on contract

Ship to Location – This reflects the registered product location.

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Registered Product Warranty Dates

You can view the dates of the specific registered product warranty and change the warranty time if

needed.

Navigate to the overview tab to see the warranty.

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Change Warranty Dates on Registered Product

1. Click on Edit 2. Click on the double box next to the warranty type 3. The below screen will pop up, click on the number of months you want to change the warranty

to

4. Click Save. The warranty dates will automatically update

Registered Product Transfer

If the product has moved from one location to another, or if was sold through an OEM or Distributor

and we have received the product location details, then we will change the ship to information and also

the product location.

Prerequisite – the indirect customer account information is in the CRM, including customer account,

contact information and address. (If a new account needs to be created, refer to section 2 in this user

manual.)

For detailed involved parties information, please refer to the involved parties section of the user

manual.

For registered products, quick definitions of involved parties:

• Original customer: do not change – this is who originally bought the product from Peak.

• Customer: Customer who is paying for the contract or service *this needs to be the invoice to

address*

• Ship – to: End user location details of the product, this is where the engineer and service kits

will be sent to.

o If the end user and service kit address are different, please put a note of the service kit

address in the notes section of registered product. Keep the ship to as the end user

location details (as this is automatically where the engineer gets sent)

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1. Open up the registered product that is to be amended. 2. Navigate to the involved parties tab. 3. Delete the existing ship to and customer party by clicking on the trash icon.

4. Click on the Add button 5. Choose the role ship to 6. Fill in the other indirect customer contact details and click Add

7. Once added, add another ‘customer’ role. 8. Click Save

Check if Registered Product is on Warranty or Contract

1. Navigate to Products > Registered Products 2. Search for the serial number in the search field

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3. Verify the product is not on warranty by checking the warranty end date

4. Click on the serial number hyperlink to open the registered product 5. Once in the registered product, click on the contracts tab to verify if it is on contract and what

type 6. You can then create a ticket from the contract if needed.

Reactivate an obsolete/blocked Registered Product

If a registered product was accidently set to obsolete or blocked you can reactivate it.

1. Navigate to registered product and open 2. Click on Actions > Block (you need to block the product before you can activate again)

3. Click on Actions > Activate

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To Create/Maintain a Registered Product Contact

If you need to create or maintain a contact or the technical contact to be used in a service visit, follow the below instructions.

1. On the Registered Product verify that the required contact is showing in the Involved Parties

Tab>Ship To>Contact column and is the main contact at the ship to account. Per the below

picture, Simon smith should be the main contact in the account.

2. If the correct contact is not showing in the registered product, then hover over the ship to

account hyperlink and take note of the account ID number

3. Delete and ship to account

Add in the ship to account, and this time selecting the correct contact NB: If the required contact is not displaying, this is because it is not the ship to account main contact. To rectify this, open up the ship to account and set the required contact to main as per step 1 above.

iv) The correct contact now displays in the involved parties tab

4. Any tickets created against this Registered Product following this change will now have the

main ship to contact displayed below

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5. The ship to Company name and Contact details can be viewed by the FSE by opening the

Registered Product>Involved Parties tab and viewing the ship to line below.

14. Warranty Process of activating a warranty on a registered product upon completion of the installation. Prerequisites – generator must have been dispatched to the customer site

Process Flow Chart – Warranty Activation

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Installation done by Peak Engineer

1. Open the installation ticket from the work ticket tab under service

2. Open the registered product by clicking on the serial ID hyperlink from the ticket overview tab

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3. Once registered product is open, click on edit button 4. Maintain the installation date by clicking on the calendar button

5. Maintain the warranty details by choosing the required warranty from the list on the overview

tab

6. Go to involved parties tab and amend the contact ship to details 7. Save the registered product 8. Navigate back to the installation ticket 9. If you need to add notes, navigate to the overview tab and go to the interaction section and

click add notes 10. Complete the Service ticket by clicking the edit button 11. From the status dropdown choose the completed status

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12. Click save

Installation done by Customer or 3rd Party If a customer submits a warranty registration via email, then a ticket will automatically get generated in CRM.

1. Navigate to Service Tab (Two methods below for finding the warranty registration) a. Unassociated emails tab (the email will go to this feed if the email address is not in the

CRM). b. Ticket tab (The email will auto-create a ticket if the email address is in the CRM) If a

ticket was auto created, then skip to step 5 2. With the unassociated email, click on the cog action button in top right hand corner and

choose Convert to New Ticket

3. On the New Ticket screen fill out the following if it didn’t auto populate:

a. Type – Customer service request b. Customer – choose from the dropdown or add new account to CRM c. Service Category – Warranty Registration d. Subject – suitable subject text e. Description – suitable description

4. Click save and open 5. Open registered product by clicking on the serial id on the ticket overview tab

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6. Click on the edit button to edit registered product 7. Maintain the installation date field 8. From the overview tab, choose the warranty from the dropdown list 9. Click save and the warranty dates will auto populate

10. Navigate to involved parties tab 11. Ensure the contact and ship to details are maintained

a. If they aren’t, then click on add and add corrected details 12. Save the registered product by clicking the save button 13. Navigate back to the service ticket 14. If necessary, then add notes from the interaction section on the overview tab 15. Complete the service ticket by clicking the edit button 16. Change the status dropdown to Completed 17. Click the save button

15. Tickets Queue

In Service > Queue you can see a list of open and in process tickets. Click on the cog button to process any tickets (list of processes under ticket tasks)

You can click on one of the filters to narrow down your search result

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Ticket In Service > Tickets, you can see a list of all customer tickets, including completed tickets. You can use the tools within the tickets to process them.

Ticket Tasks Task Procedure Result

Change Status of a ticket

1. Choose the Actions icon. 2. Select Set Status... 3. Select the appropriate status from the dropdown list.

The Status of the ticket is updated

Change priority of a ticket

1. Choose the Actions icon. 2. Select Set Priority.... 3. Select the appropriate priority from the dropdown list.

The priority icon changes per selection

Set ticket as irrelevant

1. Choose the Actions icon. 2. Select Set as Irrelevant. 3. Choose Yes in the Confirm Ticket Relevance window.

The ticket is set to 'set as irrelevant' status and removed from all queues.

Escalate Ticket

1. Choose the Actions icon. 2. Select Escalate. 3. Choose Yes in the Confirm Escalation window. 4. Assign Agent (see below)

The Ticket has a red exclamation point and status is escalated

Assign Agent

1. Choose the Actions icon. 2. Select Assign to Agent... 3. Choose the Technical Manager to assign to 4. Click ok

The Ticket should have the technical managers name you assigned it to

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De-escalate a ticket

1. Choose the Actions icon. 2. Select De-escalate. 3. Choose Yes in the Confirm De-escalation window.

Ticket is not escalated anymore

Assign a ticket to yourself. 1. Choose the Actions icon. 2. Under Assign To, select Me.

The ticket is assigned to you and moved to your queue.

Assign a ticket to a team

1. Choose the Actions icon. 2. Select Assign to Team... 3. Choose the office you wish to assign to

The ticket is assigned to the office

Add a note to a ticket

1. Choose the Actions icon. 2. Select Add Note. 3. Enter your note. 4. Choose Save.

When the ticket is opened in the agent workspace, the note appears in the Interactions section.

Create follow up items for a ticket

You can create tickets and sales quotes to create follow up tasks so you can complete a ticket. 1. Open a ticket and choose Follow Up. 2. Select Create Ticket, create Sales Quote, Create Opportunity or Create Lead. 3. Enter all necessary information and save your changes. You can view the follow-up items created for the ticket in Related Items. Follow-up items are indicated by an arrow that points away from the ticket you are working on. SAP

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Create a PDF

1. To create a PDF from the ticket open the ticket and under Overview Customer select the language you want to use in the PDF. 2. Then click Summary Preview. Another window with the ticket PDF preview opens. Now you can print it out or save a PDF on your local machine to send it as e-mail to the customer. 3. When you click Summary Generate the system creates automatically an attachment that can be found on the Attachments tab.

Work Tickets

When a service agent decides that a ticket needs service and repair, the status will be changed to ‘require work’ and will show up in this Que. Once the tick box for requires work is set, the work ticket can be opened and refined. The work will be confirmed completed by a service engineer.

Responding to a Ticket via E-mail

To respond to a customer via e-mail, the customers email address must be stored in the CRM. Prerequisites

• Customer Contact is set up in CRM, with email address

• SAP Cloud for Customer Add-In for Microsoft Outlook is installed

1. Open the ticket 2. On the overview tab, there is a section called reply 3. Make sure the ‘use Microsoft outlook’ box is ticked 4. Click on Compose New Email

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Ticket Types

Customer Service Request

A customer has requested information or a quote, but at this point we are unsure if a visit is required. Parts can be added to this ticket, but pricing cannot be requested nor can a job be scheduled. This ticket can be sent to a service sales rep to do follow up quotes/contracts on. This ticket can later be turned into a visit service request if needed.

Visit Service Request The customer requires a visit from an FSE. This type of ticket allows you to quote and schedule a job.

Planned Maintenance Visit Tickets are automatically created by the system based on the contract dates.

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16. Customer Service Request

A customer has requested information or a quote, but at this point we are unsure if a visit is required. Parts can be added to this ticket, but pricing cannot be requested nor can a job be scheduled. This ticket can be sent to a service sales rep to do follow up quotes/contracts on. This ticket can later be turned into a visit service request if needed.

Create a customer service request ticket

1. Navigate to the ticket tab, either under service or within the registered product 2. Click on new 3. Fill in all the information on the new ticket screen

4. When complete, click save and open. 5. When the ticket is open, you add notes in the interaction section

6. If the ticket is resolved and does not require a visit or quotation change the status to complete. 7. If the ticket requires a quotation, then send an email to the service sales team with the ticket

number that is to be quoted. 8. If the ticket needs to be turned into a visit service request, then click on follow up and create

ticket, at this point change the ticket type to visit service request.

Quoting a Customer Service Request Ticket

1. Open the ticket that needs to be quoted.

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2. Change the status to in process 3. Click on follow up and then create opportunity

4. Create the opportunity and as many quotes/opportunities that are needed. 5. If a PO comes in for the quote, then open the ticket back up and create a follow up visit service

request ticket. 6. If a job is required, then the sales quote can be set to won – but do not transfer to external

system. The job needs to be carried out on the ticket and then completed for stock movements to take place.

Unassociated Emails

1. Go to Service work center 2. Choose unassociated emails 3. Open the required email by clicking the hyperlink 4. From actions choose convert to new ticket 5. On the new ticket screen, fill in the appropriate fields and click save and open

Respond to Customer Service Request

1. Within new ticket, navigate to the overview tab 2. Click compose new email 3. Send appropriate resolution 4. Click on ‘finish work’ to close the ticket

17. Breakdown Service Job – with or without contract The below describes the breakdown quote creation process in conjunction with opportunity processing or ad hoc creation of a breakdown service job. The breakdown scenario could be for generator under contract/warranty as well as for generators which are not covered under any contract/warranty.

Create Ticket

1. Open Registered Product 2. Navigate to ticket tab 3. Click on New 4. On the New Ticket Screen fill out the following fields

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5. Click Save and Open 6. Once ticket is open, maintain the symptom under category on the overview tab

Breakdown Service Job Quote – with or without contract Prerequisites – Ticket is created

1. Open the ticket 2. Click on Edit 3. Set the status of the ticket to Quotation in Process 4. Maintain appropriate symptom in category are on overview tab 5. Navigate to Service and Repair Tab to add products 6. Under Items, click add 7. Type in the product or part number and once found click add 8. Add as many products as needed 9. Click Save 10. Click on request external pricing to get the prices from ERP

Send Quotation to Customer

Prerequisites – Ticket is created and products added

1. Open Ticket 2. Click on Summary button 3. Choose Preview Summary 4. Save the PDF to a local file 5. Change the status of the ticket to quotation sent 6. Save the quotation by clicking the save button 7. Send quote to customer via email

Set Quotation status to Rejected

1. Open Ticket

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2. Click Edit 3. Change Status to Quotation Rejected (this will be the final status for quote)

Set Quotation status to Accepted

1. Open Ticket 2. Click Edit 3. Change the status to Quotation Accepted 4. If Accepted, then proceed to Visit Service Request – Breakdown to service the customer

18. Visit Service Request – Breakdown

Breakdown Job setup for scheduling

The below describes the process to carry out a breakdown service job. Prerequisites – Ticket was created and quotation set to accepted. All other tickets against the registered product should be reviewed and closed.

1. Go to service < Tickets 2. Open the ticket that needs work 3. Click on the edit button 4. Maintain notes with in the note section on the overview tab 5. Change the status of the ticket to requires work 6. Click save 7. Navigate to service and repair tab 8. Add Labor/Call out under items, if it isn’t already there 9. On the Labor/Call out item, change the date to align with the actual visit date 10. Select the line item, and click on the cog button 11. Hit release for scheduling

Schedule Breakdown Job – resource scheduler Prerequisites – Ticket created and items have been released for scheduling

12. Navigate to the Resource Scheduler work center 13. Navigate to the date the ticket was scheduled for

a. The ticket should show up on the side panel b. If you click on the ticket, you can find details at the bottom of the page or open the

hyperlink to view more detailed information 14. Drag the service ticket record to the employee calendar on an available slot

a. Already scheduled job visible in employee calendar can be rescheduled for same employee different time, or can be assigned by another employee available by just drag and drop.

15. Click Save

19. Visit Service Request – Planned Maintenance Create Ticket for Inspection

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1. Go to products work center and open registered products tab 2. Search for customers registered product 3. Open it by clicking on hyperlink 4. Once in the registered product, go to tickets tab 5. Click New 6. On the New Ticket Screen fill out the highlighted fields appropriately, everything else should

auto populate

7. Click Save and open

20. Visit Service Request – Inspection Assigning PM Ticket

1. Open ticket that needs to be processed into a job 2. Click on bottom button ‘assign to’ and assign to self 3. Click on edit 4. Change the status of the ticket to requires work 5. Click Save

Update Service Location

1. Within ticket, navigate to service and repair tab 2. Click edit and edit service location if needed (This address is the address where PM kit is to be

sent to) 3. If the address changed on the ticket, please go to registered product and change address

location there as well

Edit Preventative Maintenance Ticket

Each PM ticket is automatically set up by the system. The system adds all relevant PM kits under

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that ticket. We need to go in and delete the service kits that aren’t relevant.

1. Within ticket, navigate to service and repair tab 2. Scroll down to the items tab 3. Remove all non-relevant service kits by clicking the delete button 4. Change the date in the visit/part due column, as this will be the required delivery date in S/4

Release PM Kit to ERP

1. Within ticket, navigate to service and repair tab 2. Highlight the individual service kit 3. Click on the settings icon and choose release to ERP

*No changes can be done to items which are released to ERP

Schedule PM Job

1. Once customer has agreed for visit, then open ticket 2. Navigate to service and repair 3. Under the items, update the date in visit/part due column 4. Click the settings icon 5. Click release for scheduling 6. Navigate to resource scheduler 7. Once there, go to the scheduled day in calendar and tickets should appear 8. Drag the service ticket on to the employee calendar 9. Click save

21. Editing an existing Ticket

Changing a Sold to Contact on a Ticket

1. Open the ticket 2. Click Edit 3. On the overview tab, under the ‘customer’ section. Click on the double box near contact 4. You can then choose which contact you would like.

5. Click Save

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Changing a Ship to Contact on a Ticket

1. Open the ticket 2. Navigate to the involved parties tab 3. Hover over the blue hyperlink for the ship to account, and take a note of the account ID

4. Delete the ship to account 5. Click on Add, to add back in the ship to account

6. Choose the correct contact 7. Click save

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2.

22. Logging in to Mobile Device

First time login

The SAP app should automatically download from the Peak portal. If it is not already available on your phone, please download SAP Hybris Cloud for Customer, extended edition. Once the app is on your phone, follow the below steps to access for the first time.

1. Open SAP Hybris Cloud for Customer, extended edition app. 2. The first screen is going to have you create an app password. This is not related to your login

information for the app – it is a general password. 3. Once passcode is entered, click continue 4. The next screen is going to have you enter in the URL, which is

https://my321259.crm.ondemand.com 5. Enter in your username and password that was provided to you 6. Once complete, hit login

23. FSE Mobile The below describes the process for an FSE on a mobile device. The steps are listed first with picture diagrams following.

Process Assignment

1. Click on Menu icon


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1.

2.

2. Click on Calendar 3. Tap on the assignment to open it 4. Click edit 5. Change the status of assignment to ‘in process’ 6. Click Save

Below are screen shots how to process a job. The number coincide with the steps above.

Start Work

1. Navigate to service ticket 2. Go to items tab 3. Tap the item called ‘labor’ to highlight it 4. Click on more 5. Click on Start work

*If the time isn’t entered correctly, it can be fixed later. 6. Click Save

3.

4.

5.

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5.

1.

3.

Record Generator Readings

* mandatory field

1. Click on the ticket hyperlink from assignment overview tab 2. Click on the serial number hyperlink within the ticket 3. Once registered product is open, go to the measurement tab 4. Choose the attribute row against which the reading needs to be recorded 5. Click the new button under the readings area 6. On New reading screen enter measured value, measured on and description 7. Click save 8. Repeat for each reading 9. Save at end

1.

2.

3.

4.

2.

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4.

Maintain Cause Values

* mandatory field

1. Navigate to overview tab 2. Enter in Cause category 1 and 2. 3. Choose the appropriate value in the ‘reading taken?’ box.

Record Visit Notes

1. Edit ticket by clicking on edit button 2. Navigate to overview tab 3. Enter notes in visit notes 4. Click Save at bottom of ticket

Add Van Stock Parts Used

1. Navigate to van stock tab 2. Choose the spare from available list of spares displayed 3. Enter quantity 4. Click add button or add and new until you are done adding products

Log Labor hours

1. Navigate to items tab 2. Once complete, enter the actual hour in actual quantity field along with time unit

Finish Work and Generate Summary

1. Within the ticket, navigate to the items tab 2. Scroll to bottom where it says General Data, click on edit

5.

6.

7.

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3. Enter actual start and end time in the appropriate field 4. Choose Finish Work from the item level menu

*Actual units cannot be changed after finish work 5. To generate summary, Navigate to ticket 6. Choose the action menu 7. Click generate summary 8. Choose service request in first drop down 9. Click action menu 10. Click preview 11. To Capture Signatures, click Generate Summary from the actions menu 12. Choose whom signature is to be captured and capture signature there 13. Once all signatures are added click save 14. Navigate back to assignment by clicking back button

*assignment status should now be changed to complete

24. Process a Completed FSE Job on Desktop

1. Access report ‘completed service jobs’ from Analysis > Completed Service Jobs 2. Open ticket 3. Click on request external pricing button

*Net pricing should be calculated considering the coverage 4. Review the job and add, edit or delete any item if required 5. Preview output again if needed. 6. Navigate to service and repair 7. Scroll to items 8. Change job ticket status to complete 9. Click Save 10. Navigate to the Document flow tab

a. The service billing request document will be your sales order # in ERP

To Add a New Item 1. Click on Add Button on item header 2. In New Item screen choose the required product 3. Amend planned quantity if needed 4. Once done click on add or add and new to continue adding products 5. Click save

To Edit the Quantity 1. Choose the item and click on undo work progress 2. Update the actual quantity field as required 3. Click Save

To Delete an Item 1. Choose the item and click on undo work progress 2. Update the quantity field to 0 3. Click on delete button

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Delete Signatures Signatures can be deleted from the service report only before the ticket itself is set to complete. Once you delete a signature it can not be retrieved in anyway.

1. Navigate to the attachment tab within the ticket 2. Find the signature you wish to delete 3. Click on the trash can button

25. Competitors On the Competitors tab, you can display existing competitors, create new competitors, and set

competitor statuses. You can also display competitor details, review additional data, add and edit

products in relation to competitors, and rename and edit competitors, as requires.

**Once you create a competitor, it can no longer be deleted. You can, however, set its status as

Obsolete.

Creating competitors

a. Navigate to the Competitors tab.

b. Choose New.

c. Enter the Name and Classification of the competitor.

If desired, you can also enter the competitors Web site.

d. Save your entries.

Setting Competitor Status

From the competitor details, use the Actions menu to choose the following applicable stat:

• Choose Actions > Set as Active to change the competitor status to Active

• Choose Actions > Block to change the competitor status to Blocked, which will exclude the

competitor from subsequent search results. By blocking the competitor, you also prevent

future opportunities from being assigned to it.

• Choose Actions > Set as Obsolete to change the competitor status to Obsolete. By setting a

competitor to obsolete, you also prevent future opportunities from being assigned to it.

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Reviewing Tabs in Competitors Details

From the competitor details, you can sleeve these tabs to perform additions actions. The following

table summarizes the tabs that are available:

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Overview Select Overview to see the latest updates made to the competitor, and any opportunities associated with the competitor

Feed

Select Feed to read any Feed updates that are associated with the competitors. From this tab, you can also open, tag or flag Feed updates, mark them as favorites, or comment on them.

Products

Select products to view, edit, or add products that are sold by your organization and that are comparable to products your competitor sells. From the selected competitor, the following product information appears:

• Product ID (of the competitor's product)

• Description (of the competitors’ product)

• Own Product ID (Peaks product)

• Description (Peaks Product)

• Product Comparison

• List Price/Currency

Opportunities Select Opportunities to view potential opportunities that are in play with this competitor.

Attachments Select Attachments to view, edit or add attachments that relate to this competitor.

26. Forecasting Publishing an Opportunity to Forecast

Open the opportunity

1. Click Edit in the bottom right corner

2. Click the ‘Publish to Forecast’ button if you believe the opportunity is realistic to fall as intake

for the month

3. Change the close date to the date you are expecting the deal to close. (If the close date is April

1, 2016 it will hit April forecast.)

4. Please make sure all the relevant information is filled out on the opportunity, Products

entered, Expected Value, Category, and any relevant notes

5. Click Save

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Creating a New Forecast Forecasts will be submitted monthly – so you will have 1 forecast for each month.

1. Go to Sales > Forecast and click New

2. Fill out the relevant fields (most will default for you, but detailed instructions below)

Name - (First Initial Last Name Month Year) Example – Aarsenault May 2016 Owner - this will default to yourself Currency - Please submit report in GBP (The opportunity itself can be in your local currency – but when you create the forecast create in GBP) From Year-Month - the month you are forecasting To Year-Month - Should be the same as above, the month you are forecasting Level - Product Forecast Source - Opportunity Product Revenue

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3. Click save and open.

4. You will see a high level of the complete forecasted amount. At this stage the forecast is not

live and your managers can not see it.

5. If you click on the second tab you can see the opportunities. (Every opportunity will appear if

you clicked publish to forecast for that specific month).

6. If confident with this forecast, you can hit the submit button on the bottom. A notification will

get sent to the manager letting them know you submitted forecast, and they will now have

visibility.

Managers will then have a tab on their page for ‘my teams’ forecast, and they will be able to see everyone on their team.

Adding Products to a Forecast that has Not Been Submitted

Complete the steps in heading 1 at the top of the sheet, and once this is done complete the following steps:

1. Open the forecast (double check that it is in preparation and has not been submitted.)

2. Click on the cog button in the top right hand corner

3. Click on Sync with Opportunities

4. Once the opportunities have synced you can then submit forecast if you so choose.

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Submitting a New Version of a Forecast (Flash 1, Flash 2, etc.) Please complete this step for Version 1, Version 2, and Version 3 each month. Even if nothing has changed on your forecast you still need to submit the forecast with no changes.

1. Open the forecast that has already been submitted.

2. Click on ‘add’ in the top right corner

3. A screen opens that says Version X – please click add.

4. Once the new forecast is added then click the cog button in the top right hand corner.

5. Click on ‘Include New Opportunities’

6. Once complete you can hit submit.

27. Feed The feed allows you to quickly communicate and collaborate with your network. The feed is where

you post updates to your network and receive updates from your feed sources — the information

and people you need to complete your work. In the feed, you can post feed updates (using

shorthand), comment on feed updates, and delete feed updates. You can also manage your feed

sources and feed settings. As with other items, you can also search feed updates, use filters to view

only certain types of updates, and flag or tag feed updates, or add them to your favorites.

Posting Feed Updates

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To post a feed update, enter a text of up to 500 characters in length, then choose Post.

Once you post an update, it appears in your feed. If other employees are following either you or

the item you updated, then your update also appears in their feed. Employees you mention in

your update (with the shorthand @) also automatically see the update in their feed, even if they

are not following you or — when you mention them while posting an update from an item — the

associated item.

Using Shorthand in Feed Updates

Within feed updates, you can use shorthand to tag items or mention people, or send private

updates, as described below.

Shorthand Description

@ To tag an item or mention a person in your update, enter an @ sign plus the item or person name. For example, enter @AccountABC to tag the account named AccountABC, or enter @Frank Friedman to mention a customer named Frank Friedman. Items that you tag in an update appear in the feed as links that can be opened for viewing or editing. Employees who receive your update can only open tagged items that they are already following.

* To send a private update to an employee, enter an * plus the employee name, followed by the private update. For example, to send the private update “Good work!” to the employee Maria Smith, enter *Maria Smith Good work! , then choose Post

After you enter shorthand and two characters of the item or person — for example, @Ac, @Fr or

*Ma— an automatic search is performed, comparing your entry with existing items or people, and

allowing you to select the correct one

Commenting on Feed Updates

To comment on a feed update, choose Comment ( ) within the update. Enter your comment,

then choose Post.

Within the comment of a feed update, you can also use the shorthand @ to tag items or mention

people. If you tag an item in the comment, then your comment also appears in the feed of that item.

You cannot use the shorthand * to send private comments to other employees.

Deleting Feed Updates

To delete a feed update, choose Delete ( ) within the update line.

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In response, the update and its comments will be removed from your feed. If you delete a feed

update of your own, then the update and its comments will be removed both from your feed and

from the feed of your followers. Certain feed updates cannot be deleted.

Following Feed Sources

If you are authorized to receive updates from an item that you have chosen to follow, then updates

about that item automatically begin to appear in your feed. If you are not authorized, then a follow

request is sent to the person responsible for approval.

If you stop following an item or person, then the source is removed from your feed, and updates for

that item or person no longer appear there.

Managing Feed Sources

To manage your feed sources, choose Feed > >Feed Sources, where you can see a list of the

sources that you are currently following. For each source that you follow, you can specify the source

events that will trigger an update. To do so, select a source from the list, then choose Manage

Source Events.

On this screen, you can specify, for example, that a status change to an account that you are

following will trigger an update in your feed. You can also specify whether the source event will be

included in e-mail digests, or flagged.

Managing Feed Settings

To manage your feed settings, choose Feed > Feed Settings ( ), where you can determine the

following:

● How your follow requests are accepted To specify that all follow requests be accepted automatically, choose automatically accept requests to follow.

● Whether e-mail digests for feed updates are sent To receive periodic summaries of all feed updates via e-mail, choose Send digests of all my feeds.

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● The date by which feed updates are sorted Feed updates are sorted, by default, per the date they were last commented. If you prefer that feed updates be sorted per the date they were created, then select Per creation date.

On this screen, you can also define default event types for the items that trigger feed updates.

Feed Events

For each type of feed source there are defined events which, when selected, trigger feed updates.

The table below lists those events and, in some cases, an additional description of the event.

Source Event Default Event

Additional Description

Account Creation Yes A feed update is posted if an owner is assigned when the account is created. This default event cannot be switched off.

Creation of Contact Yes

Address Change No A feed update is posted if changes are made to any address on the account

Owner or Territory Change

Yes

Status Change No

Addition or Removal of Attachment or Note

No

Activity Creation or Change

No A feed update is posted if an account activity (that is, an appointment, task or

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phone call) is created or changed Update Posted from the Item View

Yes When someone posts an update from the item view, the feed update will contain a byline indicating who posted the update. This default event cannot be switched off

Opportunity Creation Yes

Status Change Yes

Sales Phase Change Yes

Revenue Change Yes

Category Change Yes

Chance of Success Change

Yes

Addition or Removal of Contact

No

Addition or Removal of Sales Team Member

No

Addition of Removal of Product or Quantity Change

No

Addition or Removal of Attachment or Note

No


No A feed update is posted if an opportunity activity (that is, a task) is created or changed.

Owner Change Yes

Addition or Removal of Competitor

No

Quote and Sales Order Creation

Yes A feed update is posted if a quote request or sales order request is created. The resulting feed update will not contain user information.

Update Posted from the Item View

Yes When someone posts an update from the item view, the feed update will contain a byline indicating who posted the update. This default event cannot be switched off.

Lead Creation Yes A feed update is posted if an owner is assigned when the lead is created. This default event cannot be switched off.

Status Change Yes

Qualification Level Change

Yes

Addition or Removal of

No

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Attachment or Note

Addition or Removal of Contact

Yes

Lead Conversion Yes A feed update is posted if the lead is converted to an opportunity


No A feed update is posted if a lead activity (that is, a task) is created or changed.

Addition or Removal of Product or Quantity Change

No

Owner Change Yes


Yes When someone posts an update from the item view, the feed update will contain a byline indicating who posted the update. This default event cannot be switched off.

Contact Contact Details Change

Yes A feed update is posted if changes are made to the contact details on the header level only (for example, function, department, or phone).

Address Change Yes A feed update is posted if changes are made to any address for the contact.


No A feed update is posted if a contact activity (that is, an appointment, task or phone call) is created or changed


Yes When someone posts an update from the item view, the feed update will contain a byline indicating who posted the update. This default event cannot be switched of

Employee User Update Yes

Profile Change No A feed update is posted if changes are made to the employee profile such as phone, mobile, e-mail, or address information.

User Requested to Follow You

Yes This event is only relevant if you have chosen (via Managing Feed Settings) not to have requests to follow you automatically accepted. This default event cannot be switched off.

User Accepted a Request to be Followed

Yes This default event cannot be switched off

User Rejected a Request to be Followed

Yes If provided, the reason for the rejection is included in the requestor's feed update. This default event cannot be switched off.

Activity Creation or Yes A feed update is posted if an employee

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Change Activity (that is, an appointment, task or phone call) is created or changed.

Private Update Yes Private updates are declared using the asterisk (*) notation. This default event cannot be switched off.

Feed Item Comment or Reply Yes A feed update is posted to all recipients of the original feed item when a comment or reply is posted, unless they have deleted the original feed item. This default event cannot be switched off.

28. Outlook Integration

The SAP Cloud for Customer Add-In for Microsoft Outlook allows you to exchange information

between Outlook and SAP. You can synchronize emails, tasks, calendars and contacts.

Microsoft outlook integration supports Outlook 2007, 2010 and 2013.

Installing or Updating the Add-In for Microsoft Outlook

1. Log in to Cloud for Customer

2. Choose the Download button in top right

3. Click Download Add-in for Microsoft Outlook

4. Install the add-in by following instructions in the installation wizard

5. After restarting your Microsoft outlook, you will have the SAP tab in the ribbon

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Signing on to SAP from Outlook

1. Click the Log On button

2. If first time logging on, enter the URL https://my321259.crm.ondemand.com

3. Enter username and password

4. Click on ‘remember my username and password’

5. When all filled out, click logon

Send Email from Outlook to CRM

1. Ensure you are logged in on outlook

2. Either create new email, or choose an already existing email to send to CRM

3. Open email and click Save and Send Email

4. A box will pop up so you can add a reference (account, lead or opportunity)

5. To Add a reference, click add reference, and choose account.


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6. Once you add the account, the relative leads and opportunities become available.

7. If all references are added, click submit

8. The email will now show up in the relative account/lead/opportunity in the CRM

Send Calendar Appointment from Outlook to CRM 1. Create new appointment in outlook calendar or open a previously created one

2. Once appointment is filled out accordingly, Click Add appointment

3. A Box will pop up so you can add a reference (Account, lead, opportunity), click add reference

4. Search for appropriate account

5. Once account is chosen, click add reference again

6. Click on lead/opportunity and choose the relative one

7. Click Submit when done

Send Task from Outlook to CRM 1. Create new task in outlook calendar or open a previously created one

2. Once task is filled out accordingly, Click Add appointment

3. Create new appointment in outlook calendar or open a previously created one

4. Once appointment is filled out accordingly, Click Add appointment

5. A Box will pop up so you can add a reference (Account, lead, opportunity), click add reference

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6. Search for appropriate account

7. Once account is chosen, click add reference again

8. Click on lead/opportunity and choose the relative one

9. Click Submit when done

Add Contact from Outlook to CRM 1. Create new contact within the SAP cloud for Customer Contacts folder

2. Once contact information is filled out

3. Once contact information is filled out click on add contact

4. You can then reference an account to add contact to

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29. Activities

Activities are methods of recording information that results from interactions between business

partners during the customer relationship cycle. Each activity type includes a note feature that

allows you to add more information as necessary.

Appointments

A planned activity that is maintained in a calendar, including external appointments and

scheduled meetings with business partners.

Appointments can be created from the following:

• Activities tab

• Reference item (Lead, Opportunity, Account etc.)

• Microsoft Outlook

o If the SAP add-in is installed then appointments will sync both ways, from outlook

to CRM and from CRM to outlook.

Phone Calls

Phone calls can be created from the following:

• Activities tab


*Phone calls do not sync with Microsoft outlook

Tasks

A unit of work that should be done by a user

You can assign tasks to yourself, or another employee by changing the owner.

Tasks can be created from the following:

• Activities tab


• Microsoft Outlook

o If the SAP add-in is installed then tasks will sync both ways, from outlook to CRM

and from CRM to outlook.

Emails

Emails can be created from Microsoft outlook and send to the CRM for referenced. When sent to

the CRM the email will be under the customer account/lead/opportunity if the references were

filled out correctly.

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30. Shelf The shelf displays items that you flag or mark as favorite. These items remain on the shelf for quick

access until you remove them.

Adding Items to the Shelf

1. Access the item that you want to add to the shelf.

2. Set a flag ( ) or favorite ( ) indicator for the item.

The item you flagged or marked as a favorite now appears in the shelf pane for quick access

Opening Items from the Shelf

6. Open the shelf pane by choosing Shelf.

7. Use the following predefined filters to sort the items:

● All

● Flagged Items

● Favorite Items

8. To open an item from the shelf, choose the name of that item, which appears as a link.

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Removing Items from the Shelf

Items remain in the shelf pane until you remove them manually. To do so, you have the following

options:

● Remove all flag and favorite indicators from the item.

● Remove the item from the shelf directly as follows:

a. Rest the cursor on the shelf item. The Remove (x) icon appears.

b. Choose Remove. The item disappears from the shelf pane, and the flag and favorite indicators are removed from the item. The item still exists in the system.

31. Tags Tags are indicators that help you categorize items. Tags appear in the Tags pane, and in item

headers.

Creating or Adding a Tag

e. Open the item to which you want to add a tag.

The tags area is in the item header

f. In the tags area, choose the plus sign (+), which has the tooltip Add Tag ( ).

g. Enter the name you want to use for your tag then choose SPACEBAR. You have the following

options:

i. To enter a public tag that all users can see, enter the tag text in the entry field.

ii. To enter a private tag that only you can see, enter an

asterisk (*) before the tag name. For example, at a sales conference, you

talk to five potential customers who are eager to buy your product. You want

to follow up on these leads yourself, so you use a private tag, *hot leads, so

that you can find them easily in the system and call them next week.

Tags cannot contain spaces. Tags are not case-sensitive and always appear in the Tags pane as

lowercase. For example, the system regards the following tags as the same tag, which appears in the

system as “Hartford”: Hartford, HARTford, Hartford

h. As you type your tag, the system runs an automatic search, comparing your entry to existing

tags. You can accept a suggested tag from the list presented by the solution.

When you accept a suggested tag, the system creates a copy of that tag for you. Thus, you

can edit, remove, or delete any tag that you assign to an item without affecting this tag in

the rest of the system.

i. To add an additional tag, click the Edit tooltip, which appears when you click in the Tags area

in the item header and add your tag to the list.

j. Save your entries.

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Displaying Items Assigned to a Tag

1. Open the tags pane by choosing Tags.

2. Search or filter the list. To search the list, enter a search term in the Find... search field at the top of the pane. When you click on the result of the search, the Search screen appears and lists the corresponding items. To filter the list, you can use the following predefined filters:

● Recent Items This filter shows the 50 most recently used tags from the last 30 days. This list is sorted chronologically so that the tags that were used most recently appear at the top of the list.

● Private This filter shows your 50 most frequently used private tags in the system.

● My Public This filter shows the 50 most frequently used public tags in the system.

● Top 50 This filter shows a ranked list of the top 50 most popular tags that have been used in the system, including both your private tags and all public tags. A tag can be used multiple times. The sum of all usages of the same tag defines the rank of that tag in the list.

You can display the tags in list view and cloud view by using the corresponding buttons at the

bottom of the pane.

3. Select a tag from the list. The system runs a search for items assigned to that tag and displays them as search results. You can also run this same search using shortcuts in the global search.

Renaming a Tag

1. In the Tags pane, click on the tag you want to rename.

This opens the Search, where all items containing your tag are listed.

2. Open the item in which you want to change the tag.

3. Delete the existing tag and replace it with the new tag

Removing a Tag from an Item

1. Open the item that contains the tag that you want to remove.

2. In the item header, in the tags section, all the tags for this item appear.

3. Click the pencil icon that appears when you hover in the Tags area. Rest the cursor on the

tag that you want to remove.

A Remove (x) icon appears to the right of your tag.

If you move the cursor over a tag and the Remove (x) icon does not appear, it means that it

is someone else’s tag, and you cannot remove it

4. Choose Remove. The tag is removed from this item only. All other items in the assigned to

this tag keep their assignments and the tag is still displayed by the solution as one of your

tags.

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Deleting a Tag

1. In the Tags pane, find the tag you want to delete and choose the Delete icon ( ).

2. Confirm the message that appears at the bottom of the pane.

The tag is deleted from the system and no items are associated with the tag any longer.

Automatically Adding Tags to Feed Updates

When you add a tag to a feed source, the same tag is added automatically to any subsequent feed

updates from this source.

You can only add private tags to feed sources. If you enter or select a public tag, the system switches

it to a private tag by adding an asterisk (*) before the tag text that you entered.

For example, one of your colleagues has been helpful in the past with marketing questions, so you

add her as a feed source, which you tag with *marketing. When a feed update from her arrives, it

automatically appears with a private tag, *marketing. Since the tag is private, you are the only one

who sees this tag when you view the feed update. Thanks to the tag, when you see feed updates

from her, you can identify the source immediately, and you can use a tag search to find other feed

updates from her.

32. Definitions

Industry Classification

Academia Universities, colleges, schools and associated institutions

Biotechnology All biotech companies, general research

Chemical Analysis

Companies involved in chemicals, chemical manufacturing, contract research, and development of chemical structures, such as plastics film etc.

Environmental Testing

Companies and laboratories involved in environmental research, pesticides, water, waste water, air qualify testing and similar.

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Food & Drug Testing All companies involved in food and beverage, agriculture and consumer goods such as tobacco, sanitary products.

Forensics Police, pathology and any sort of blood and urine testing

Government Testing

All companies and government institutions that are active in the defense sector (ship building, missile building, military labs etc.) as well as government labs and research institutions

Industrial Companies currently classed as industrial, such as bottling plants, semiconductor industry and similar.

Medical/Hospital

Companies involved in the manufacturing and development of medical goods except for pharmas, including institutions classed as hospitals, hospices and medical centers

OEM Any OEM

Oil & Gas Oil, gas and mud logging companies

Pharmaceuticals Companies involved in the development of manufacturing of pharmaceutical products

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ABC Classification

Distributor

An entity that buys products or product lines direct from Manufacturer (Peak) or OEM and sells to either resellers or direct to end users. May hold stock of the product and is responsible for support functions including installation,

warranty, technical support, preventative maintenance service, breakdown cover and spare parts sales.

End User The company or individual who uses the product

OEM Original Equipment Manufacturer

MS Service Company

Companies that service Mass Specs and other scientific applications and offer service for Peak generators

Reseller Individual or company proactively selling a product or service provided by another company. Does not hold stock of products and often not involved

beyond the point of sale.

33. Contract Billing Scenarios

Contract Billing should be set up before the contract is transferred to ERP. The below will take you through different scenarios. Contract billing can be set up for the overall contract or by line item.

One Year Contract – Billed up front

• Start and end date should reflect the 1 year

• Advance billing checked off

• Billing interval code = annual

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One Year Contract – Billed Monthly

• Start and end date should reflect the 1 year


• Billing interval code = monthly

3 Year Contract Billed Annually (Same amounts each year)

• Start and end date should reflect the 3 years



3 Year Contract Billed Annually (Different amounts each year)

There needs to be a line item for each different billing amount, and the billing dates will be maintained at the item level. *The billing plan on the overview tab can be left blank.

• Highlight the line item for year 1

• Navigate to the billing plan

• Set up the dates for year 1



• Repeat for each line item

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3 Year Contract – Discount Scenario

Example: Actual per year Contract value is 2150. year contract value is 6450. Discounted Contract Value as per below discounts is 4500.

- First Year Discount – 150

- Second Year Discount – 650

- Third Year Discount – 1150

Contract before discount

For each item add Value discount of agreed amount. For item 1 value discount of 150 is added. Repeat the process for all items with respective amount.

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Note: Similar to Value Discounts (YDM1) % Discounts (YDMU) can be given of discounts is to be given in the %. Discounted Contract

Contract is replicated to S/4 system.

1-year Contract – Advance Billing – Yearly – Contract Cancelled mid-flight

• 1-year Contract - Upfront Payment & Billed

• Change the Contract End Date at the Item Level in C4C, Trigger Pricing & Save – The change will

be replicated into S/4 HANA

o Note: if the Contract has only one Item, then the end date needs to set at the header

level of the Contract as well

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What is looks like in S4 after it is replicated:

Raise a Credit Request for the balance amount (process done in S4)

1-year Contract – Advance Billing - Quarterly – Contract Cancelled mid-flight

• 1-year Contract – First Quarter Billed

• Change the Contract End Date & billing end date in C4C, Trigger Pricing & Save – The change

will be replicated into S/4 HANA

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Change the end date on the billing plan

What is looks like in S4:

• If the Contract end date is less than a billing plan period that has been billed, then raise a credit

note (or provide a discount to another item if the contract has multiple cover products)

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• If not billed, then the system will automatically adjust the billing plan on the Contract for the

unbilled billing plan items. No further changes required.

Note: The Billing Interval code can also be changed inflight and the billing plan will be adjusted for the unbilled billing plan items

1-year Contract – Advance Billing - Quarterly – Contract with 2 cover products. Mid-flight Contract amendment to cancel one cover product (Line Item 10) on 22.01.2017

• Existing Contract:

• Set the Contract item end date and the Item Billing plan end date to 31.12.2016 for line Item

10. Trigger Pricing & Save – The change will be replicated into S/4 HANA:

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What is looks like in S4:

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• Since billing plan has been set up as advance billing – Quarterly, the customer has already been

invoiced for the first two quarters.

o Since the Contract end date for Line Item 10 is less than the billing plan period that has

been billed, raise a credit note for the overpaid amount (475 – 393.19) or provide a

discount on the other active line item 20.

o If not billed, then the system will automatically adjust the billing plan on the Contract

for the unbilled billing plan items and there would not be a need for a credit note

1-year Contract – Advance Billing - Quarterly – Mid-flight Contract amendment to add another cover product (item 20) on 02/11/2016

• Existing Contract:

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• Add another cover product (item 20) in C4C with Item Contract start date & Billing plan start

date as 02/11/2016, Trigger Pricing & Save – The change will be replicated into S/4 HANA

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• Note: As illustrated above, there is no impact to line item 10 due to the addition of another

cover product. In case, the scenario is to change from an existing standard cover to a Complete

cover, then the existing contract item can be ended and a new item added with a different start

date

34. Generator Returns

Shortly after a generator is dispatched from the ERP, the Registered Product record is created in C4C. If a generator is returned for any reason, then a) If the generator was “born” out of SAP e.g. serial style of that below , then the standard ERP returns process should be followed.

b) If the generator was “born” out of efacs e.g. serial style of that below, then the Registered Product Serial number needs added to S4 prior to standard ERP returns process being followed. .

Currently, in either circumstance above, the C4C Registered Product will need manually corrected to reflect the correct customer or that the unit is back with Peak. All Involved parties should therefore be

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deleted and recreated as per the requirement as per the Registered Product Transfer guidance above.

35. Reports Basic Report Understanding

1. Open Report, under Analysis > Reports

a. if no report is available that you need, we either need to activate it or create it, so send

in a HEAT ticket.

Once report is opened, the top will tell you the high-level type of report you are in

View - This is related to the columns in the report.

Selection - related to the high-level filters that are put on the report.

The example below has a selection called generators in warranty – someone can change the filters to

create a new selection called ‘Australia generators in warranty’. You can have as many selections as

you would like.

2. Click on Grey tab to make the selection pane available

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3. Selection pane is now available and includes 4 tabs (selection, available fields, rows & columns

and filters)

a. Selection - high level filters that default every time you open the report. If nothing

shows here, click on the add fields button, a box will pop up, click ok and then the fields

will appear from here on out.

b. Available fields – all fields that are currently on the report view, can tick and untick

boxes to add/delete from report.

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c. Rows and columns – shows a list of rows and columns that are in current report, can

click and draw columns up or down to move their positions in report.

d. Filters – these filters are set if you are trying to analyze a report and want to narrow

down on a specific territory, employee etc. by clicking on the binocular. If you find

yourself always adding in the same filters, can follow the next instruction on how to

create your own report from a report.

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How to Save a new Report

To save the rows/columns in reports

1. Go to the available fields tab 2. Add in any field you would like to show on the report 3. Once the fields are in the report, go to the rows and columns tab 4. Click on Save As, and rename the report

36. Report an Incident If you encounter a problem in the application, you can search existing knowledge bases for a solution. If no solution is available, you can report an incident to your administrator to request help in solving the problem. The system collects context data, such as system information, a screenshot of the screen from which the incident was reported, and relevant business data, and attaches it to the incident. This data gives information about the system at the time at which the incident occurred and helps your provider to better understand the problem if your administrator cannot solve the incident. The context data is only useful if you report the incident from the screen on which the problem occurred since it includes information that is specific to this screen. Therefore, it is important that you always report application-related incidents from the screen on which they occur. To do so, go to Help Center > Report and Incident

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