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SAP CS (Customer Service)  5 Posts

bout Author:

hor Rahul G Asai works with IBM in SAP Logistics Domain with 7+ years of experience & is a Consultant by

fession (Engineer academically)& his management skills are honed further by devoting 2 years to MBA from IIT

aragpur VGSoM.

ope / Takeaway:

ourse of Customer Service Implementation at one of the major Textile Machine Manufacturing Client in the Europe,

re was a typical requirement to issue Quotations based on service requests of clients using CS Module. There is a

terial provided by SAP in the SAP Note in the form of 80 page PDF Document, but this post can be used as a

erence guide along with quick screenshots to get good clarity with ease how the process of creating Quotations can

adopted from service orders.

P Profile for Quotation:

P profile is created as indicated below (it is a copy of PS000001, standard provided by SAP with many modifications

given in subsequent screenshots). Transaction code is ODP1-

vate below characteristics (based on your business requirement as well) to capture the planned costs from the

vice order.

Quotation Creating using DP80 & DIP Profile

Posted by Rahul Asai Aug 31, 2012

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ge down & a look at other characteristics as well-

t set of characteristics as indicated below-

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me to Source Tab on the left. Select Planned Cost if business would want to pull the value into the Qutation based on

nned costs in the Service Order.

d any set name (using GS01) if there are any constraints on particular parameters to pull the costs from restricted

rces-

me to Material Determination, Put in the material code in the 2nd row as indicated below with Material Direct indicator 

ve if all the components in the service orders are to be transferred to Quotations with their respective cost.

er the SET name as indicated below if particular cost elements only are to be used for transferring the costs.

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ect a default generic set as indicated below for all the components from the service order.

uotation from Service Order Process:

vice Order Creation:

h above customization of DIP Profile for Quotation, let's see how we use it at business transaction level.

st, we create the service order using IW31 transaction as indicated below. We put in the Operation & hours

pectively as indicated-

the components as well in the component tab if components are involved in repair process-

eck the planned cost of operations & components which would later be transferred into Quotation-

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ke sure the DIP profile is assigned through customizing / manually in the control tab-

otation Creation:

me to DP80 Transaction & enter the service order as indicated-

eck the cost flown from service order & hit the Quotation button as indicated-

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nfirm the quotation creation-

s will generate the Quotation-

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bout Author:

hor Rahul G Asai works with IBM in SAP Logistics Domain with 7+ years of experience & is a Consultant by

fession (Engineer academically)& his management skills are honed further by devoting 2 years to MBA from IIT

aragpur VGSoM.

ope / Takeaway:

ourse of Customer Service Implementation at one of the major Textile Machine Manufacturing Client in the Europe,

re was a typical requirement to track installations within CS Module using IBase (Installation Bases). If a closer look is

en at the customizing nodes available in SPRO, there is no no node dedicated to creation of IBase Categories & their 

ws. A normal practitioners would sped time on ooogle & various SAP forums to locate where these IBase categories

customized. To their surprise, it would be discovered that IBases are customized in SAP CRM as per various forums

ch also give the configuration path for customization of IBase within CRM.

s post is created in an answer to R/3 utility of IBase within CS Module where various IBase categories & their view

be defined....not using SPRO customizing nodes but by table maintenance using SM30. Let's dive deep into this &

how this works. This pose is aimed at helping the CS Consultants to run rather than walk when they face suchculties.

ase Category Creation:

se categories can be created in the view V_T371A as below in SM30 transaction-

ce in the maintenance, you can choose to create a new entry or copy the existing one. Later one is showcased

ow-

u need to supply a new name to category & a corresponding description at the last column.

date & check if other parameters are set correctly. If yes, you can save it as indicated-

ase View Creation:

w, let's see how we add the views into the IBase just created. Come to view V_T371U in SM30 as indicated below-

ect the IBase category whose View needs to be created.

ate new entry as indicated below to add the view-

Installtion Base Creation in R/3

Posted by Rahul Asai Aug 21, 2012

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d the view as indicated below & save.

other view can be added by creating a new entry-

ve this view as well.

ast, you can check what all views you have added in the IBase category-

7 Views   0 Comments   Tags: in, r/3, base, ibase, installtion

s post is created for the benefit of SAP Consultant who work in Customer Service Module. There are many threads in

P SCN as well as other SAP forums. This enhancement is possible using ABAP brain of Yogesh Shukla who also

rks with IBM & brings with 6+ years of experience. Rahul G Asai also works as a functional Logistics Consultant in

M & has 7+ years of experience.

pically when service orders are created from repair sales orders, to carry out service processing like component

acement, actual activity on work centres, the service order created is of the type SM03. This is standard SAP

aviour & can not be changed using customizing. New service order types are required in various cases like-

. Settlement of service cost is required on various settlement objects like on cost centres, WBS or Internal Order if 

the repaired component is In Warranty.

2. Sales Order or Profitability Segment if the repaired component is not in Warranty.

3. Any other reporting purpose.

ically, these order types can be assigned to requirement class (which are assigned to requirement types) & can be

ved within repair sales order. But, these service order types have to be of refurbishment type & gets created when

vice notifications are saved. This is not a desired functionality in many of the businesses and as they don't want the

vice order immediately after the notification but rather after receiving returned material from the customer (through

es route using repair sales order).

erefore, modification is recommended below which can be used to generate different service order types when they

created in the background automatically from repair sales order (once goods are received using returned delivery).

Updation of Service Order Type SM03 to new Order Type

Posted by Rahul Asai Aug 6, 2012

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ow logic needs to be used in the function module given below at the enhancement points specified-

Function Module: CO_ZV_ORDER_POST

Enhancement Point: co_zv_order_post_07

Enhancement Spots: es_saplcozv

reenshot of the ABAP coding is given below as a quick reference.

Code SE37, Function Module # CO_ZV_ORDER_POST

ual Coding as below-

s program will be triggered automatically when business user tries to create service order from repair sales

er.

tead of Z Table, standard SAP functionality of variant maintenance would be used for this development.

eenshot taken from Transaction code STVARV-

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4 Views   3 Comments   Tags: sm03

s blog on Repair Process is written to help SAP CS Consultant on giving a complete

derstanding on how Repair Management is captured in SAP. The experience of 2

plementation in Customer Service is utilized to compile this blog on SAP CS. These posts are

ated with inspiration & guidance from Priya Pathak (at IBM) who work as a colleague on SAP

plementation Projects. The author works with IBM presently.

the length of this post is quite log, this is divided into Part I & Part II. You can refer Part II forttlement, Delivery & Billing Process.

Scope of the Post / Document

s document aims to serve the purpose of explaining how repair process can be handled at

nufacturing plants for the components or parts as well as 3rd party parts (from external vendors).

also cover how replacement can be executed as a part of standard SAP Process from notification if 

siness decides to have replacement instead of repairing the item (repairing may be carried out but

tomer is supplied with replacement part immediately & repaired part is then used as an independent

mponent)

Master Data Requirement

ow Master Data is mandatory to execute the below depicted SAP Standard Repair Process-

. Material Master Data

2. Equipment Master (linked to Material Master)

Process Steps – Repair Process

ere are 10 process steps which need to be executed to complete the repair process. As indicated

ore, it is imperative to have 2 master data in SAP (Material Master & Equipment Master) created in

vance before below steps are executed.

1 Receiving Customer Complaint

receiving customer complaint or return component for repair process, notification needs to be created

business wherein information below can be entered like-

Cause Codes

Defect Codes

Different activities can be entered which needs to be preformed to repair the products

Repair Process in SAP CS (Customer Service) - Part I

Posted by Rahul Asai Jul 21, 2012

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Priority

Incoming / Outgoing Calls etc.

rranty validation is carried out within notification if equipment master has got warranty dates & 

tem correspondingly gives a message if the repair product is in warranty or not.

nsaction Code – IW51

tification- 300000104

tification type needs to be entered (Z4) as indicated below-

2 Creation of Repair Sales Order

hin notification, mandatory fields as indicated below can be entered and then repair order needs to be

ked within the action box on the right side-

s will give the pop up wherein repair sales order type, service material needs to be entered, and save

s as indicated below-

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s generates the repair sales order & can be seen in the document flow of notification-

-109000054

check this repair sales order in VA03 Transaction code, note the repair button at the bottom-

can see in the repair tab there is one repair item we need to receive-

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3 Return Delivery

receive the repair material, we create returns delivery using Transaction code VRRE, below details

eds to be put-

eck the details in the returns delivery-

turn Delivery - 7008500050

4 Goods Receipt against Return Delivery for Repaired Item

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w, Goods receipt for the repair material needs to be done using VL02n transaction code as indicated-

check the document flow for material document-

eck the movement type used for return material-

see above that this is non valuated material and there is no financial postings.

5 Service Order Creation from Repair Order

w we create the service order for this return material from sales order VA03 transaction, hit the

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posal button below as indicated-

s calls for the task list (list of work centers maintained for the service material)-

nfirm the availability control, save the Sales Order, which will create the service order in the

ckground.

check the service order, hit on button below as indicated in VA03 Transaction code-

stem would take you to IW33 transaction code where you get to see the service order created.

rvice Order – 4000084 is created. Service Order can be seen below in transaction IW33-

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6 Service Order Updation with Operations, Components & Settlement Rule of Cost

ntre

w, based on the requirement to repair the returned product, put in the operations required-

d on components can also be put in which would be required for the repairing of returned product-

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update the settlement rule-

st Centre needs to be put for service / repair process; this is where cost of operations & components

uld be settlement-

7 Service Order Confirmation

come to IW42 transaction to confirm the operations and issue the components to service order as

ow

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ve this. You can check in service order (IW33) to check the goods movement of components

u get the material document. Pl check the movement type and accounting document-

ods issue accounting entries are as below-

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the cost tab of service order, we can check the costs-

nned & actual costs are displayed-

u may refer a separate post for Part II for Settlement, Delivery & Billing Process.

ase respond back with your comments / or e mail to me at rahulasai@gmail.com in case we can improve this

her to help larger audience of SAP Community.

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50 Views   7 Comments

king forward from Part I of this Repair Process, we would see in the Part II following 3 areas of repair

cess-

Settlement Process (to Cost Centre)

Delivery if the Repaired Component back to Customer & 

Billing to customer if the component is not in warranty

8 Settlement Process to Cost Centre

w, we settlement of the service order is done in transaction KO88 as below-

ck on below-

eck the settlement accounting document-

Repair Process in SAP CS (Customer Service) - PartII

Posted by Rahul Asai Jul 21, 2012

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see the controlling document as below which indicates costs are settled to cost centre-

9 Delivery of Repaired Product to Customer

fore, we deliver the repaired product to customer, we need to mark the service order for completion

indicated-

u get an option to mark the notification as complete.

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check the status in the sales order for delivery creation-

ces for repair services are needed to be put in the pricing condition tab-

create the delivery / Transfer Order as below using transaction code VL02n-

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ivery is created as below-

tbound Delivery - 8112000169

nsfer Orders are created as below-

select the processing mode as below-

put the returns delivery number for the bin selection & storage type as 904-

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save the transfer order-

s can be validated in the document flow as below-

issue the goods from the delivery (Return material is repaired & delivered back to customer)-

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s can be validated in the document flow-

check the movement type and note that this is non-valuated –

10 Billing (if out of Warranty)

create the billing document with reference to repair sales order-

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cing gets pulled in from the sales order-

save the billing document and note the billing number-

s is how we complete the repair process.

ase respond back with your comments / or e mail to me at rahulasai@gmail.com in case we can improve thisher to help larger audience of SAP Community.

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