Ripunjay Rathaur

SAP CRM enables us to manage the service cycle with the following functionalities:

Service ContractsService orderWarrantiesComplaintsReturnsService ConfirmationsBilling

The Service agent receives the customer call, and the customer can automatically identified using the phone number or some unique identification number.

Service agent can also use the search function to identify the customer in the system

The agent chooses the corresponding IBASE according to the conversation from the customer

If agent decides a service technician must check the issue on site, he creates a service order

Installed base management in SAP Customer Relationship Management is representation of objects installed at a customers site.

This can be for Example Machineries like Transformers, Diesel Generator etc.

The confirmed objects shall be transferred to the dependent processes, like service request, service order, complaint, etc.

The account identification screen allows users to search for, identify, display, change and create accounts, their related partners as well as related objects such as registered products.

On the Account Identification, the IT service desk can identify the customer as well as the affected object or installed base.

Business Partners can be identified automatically based on their communication data (Telephone number, email address)

Service notification enables to: Enter customer notifications Recognize the condition of the service object Request the necessary service tasks and thereby roughly plan further service processing Track the progress of the tasks to be performed

Service order is a short-term agreement between service provider and service recipient, in which one-time services are ordered by the service recipient and resource-related billing formed upon completion.

After the service agent creates the service order, the service employee can view the list of new created service order, he can assign this to business partner list

Service order is released for further processing and the status of service order is changed

Service Manager assigns free resources to service order according to certain criteria

Highlights the free resource and service demand and creates the assignment

Service Technician can now see the task in his inbox.

After service Confirmation has been created then service employee needs to create the invoice to charge the customer for the service performed

The revenue and costs are collected in service contract. During the settlement, they are settled to CO-PA.

Profitability Analysis (CO-PA) enables you to evaluate market segments, which can be classified according to products, customers, orders and etc. with respect to your company's profit or contribution margin

Service (for example, a particular task)

Material (for example, a spare part)

Time (for example, an hourly rate for a technicians time on the job)

Response time (how soon you are required to respond to a problem call)

Warranty (the agreed duration and coverage)

Warranties define the scope of the services that a company performs at a technical object in the event of damage or problems.

You can assign warranties to pieces of equipment, functional locations, or serial numbers.FeaturesUsing this component, you can cover the following warranties from the viewpoint of the system user:Warrantee (inbound) (for example, manufacturer or vendor warranty)Example:You buy a new piece of equipment and receive a warranty from the manufacturer that covers a certain period or usage (manufacturer warranty).Guarantor (outbound) (for example, customer warranty)Example:You sell or lease a piece of equipment and concede a warranty to your customer.

Warrantee (inbound) The warranty is issued externally, for example, from a supplier or a manufacturer. The observer is the warrantee. Guarantor (outbound) The warranty is issued by your own company and goes to a customer. The observer is the guarantor.

A photocopier supplier sells you a device. The supplier gives you a warranty for the device. This warranty is noted in the system as a received warranty (inbound) under the Warrantee warranty type. (In this case the warranty type is Supplier Warranty.)

You then sell or rent the device to a customer and give this customer a warranty for the device. This warranty is noted in the system as an issued warranty (outbound) under the Warrantee warranty type. (In this case the warranty type is Customer Warranty.)

A presales document containing the terms under which you offer a particular service to a customer.

In the service quotation, we:

Record details of the service to be performed Record the costs of the service Control how billing is performedYou specify in the service quotation how the customer is to be billed for the services rendered via the billing form.

An organizational unit that defines where and when an operation must be performed. The work center has an available capacity. The activities performed at or by the work center are valuated by charge rates, which are determined by cost centers and activity types. Work centers can be: - Machines - group of People - Production lines Main work center for maintenance tasks. Key which uniquely identifies the responsible work center for this technical object. - Plant Maintenance (PM). - A work center that is in charge when a maintenance task is performed.

Work center are the individual master records .we can implement business process without technical object but not without work center

Work center will be maintained in the following :

equipment master record and functional location maintenance item Header of the maintenance task list Notification operations of an order

Cost center is place where you incur your costs. Work center is a place where an operation is performed by a person/machine (group).

Link between them:

The activities performed at or by the work center are valuated using charge rates which are defined/determined by cost centers and activity types.

Primary cost elements are like material costs, personnel costs, energy costs... where a corresponding GL account exists in FI..to allow costs to flow...

Secondary cost elements are like production costs, material overheads, production overheads, they can be created and administered in only CO. These are used in internal cost allocation, overhead calculation, settlement transactions., it does not flow to FI

Activity type helps the system to understand the nature of the activity carried out in that particular cost center eg) cutting, polishing, painting, packing etc.

Dynamic Item Processor Profile (DIP Profile)

When we execute the service order, costs are incurred due to internal activities, external activities, or material consumption. These costs are posted to the service order, where they form the basis for a billing request.

The service order is billed to the customer using the billing document generated by the billing request. The cost data of the order are converted to billing request items through dynamic items.

These dynamic items are created when the billing request is generated.

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