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CR-700 SERVICE

I - OVERVIEW
SAP CRM supports broad range of services
1. Customer services: Customer support, complaint handling etc,
2. Technical services: Installations, repairs etc,
3. Professional services: Consulting, setting.
4. Financial services: Leasing financing etc.
BUSINESS PROCESS:
1. Customer will use ICSS-Internet customer self service to search for a solution or
to enter a service request or customer contacts call centre agent for solution.
2. The Agent searches for a solution to the customers and offers one of the possible
several solutions.
3. Customer tries the solution received in the E-mail. If it doesnt fix the problem.
4. The Agent then creates a service order linking a previous interaction.
5. A Dispatcher (Service Manager) dispatches (assigns) the order to an available
service technician.
6. The Technician receives a request and accepts the service order on a mobile device
performs the repair and confirms time and material.
7. After confirmation has been performed the customer receives a bill.

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BENEFITS:
1. Respond quickly to the all service needs.
2. Know customer history and individual requirements
3. Resolve service calls efficiently.
4. Reduce no. of interactions.
5. Improve product quality through continuous feedback.
6. Drive customer value and satisfaction.
SERVICE ORGANIZATION:
Its a logical entity which is responsible for providing services to the customers
SERVICE TEAM:
Service Team is an organizational unit that is responsible for executing services which
is deployed in the resource planning.

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II - INSTALLED BASE
Installed base is a representation of hierarchical component structure or setup of
device, machinery, products, delivered and installed at customer place.
NOTE:

Installed base also includes intangible objects such as S/W packages and
licenses.

Benefits:
1. Provides field service representatives the information necessary to anticipate
requirements prior to arriving onsite.
2. Useful in product improvements & quality management by tracking services
performed on products & installation.
Scenarios of installed base:
1. One I Base per Item: All customer objects in one I Base.
2. One I Base per Customer: Maintain I Base per customer.

Structure of I Base:
Header
Category
Exit ID
Description
Status

Product

Address

Documents

Components:
Products
Text items
Individual objects
Installed Base
Customer specific Types

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The installed Base of the upper most (header) are used to structure the customer
or BP.
Example: Department, Building, Branch etc.

The installed Base components are found at lower level.

NOTE:

the number of I Base levels is unlimited.

1. I base maintenance
Create
Change
Display
2. comparison of 2 I Bases
a. compare 2 different I Bases
b. compare 2 different states of one I base
3. Tree structure for I base components navigations provides
a. Cut, copy& paste
b. drag & drop
c. from one I base to another Ibase

I Base is technically a particular form of a product where product related


functions like set types attributes can be used

I Base individual object: individual object enables to uniquely identify specific


item & to track them in a business process where these are identified by a number
or a fixed description.

Individual object Vs product:


Product contain information on the features of all the components of a product &
it is same in all the products
E.g.: Size of RAM in DELL INSPIRON 6000.
Individual object provides specific data valid for only one uniquely identified
single object.

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Object Family:
Object family can be defined as a group of individual objects of the same type.
E.g.: House holds appliances, S/W packages.
Note: Each individual object belongs to an object family and the settings made at
the
object family level determines which fields can be maintained for the objects.
I Base Integration:
1. Service contract: I Base components & the complete I Bases can be assigned
to Individual contract items.
2. A service process: Can be created with reference to Installed base components
& The work to be done for the same components.

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III - SERVICE PROCESS


Notification by Customers

Create Service Process


(In IC, Internet, Mobile, Online)
Resource Planning
Data Transfer to Mobile

Confirmation
(Follow-up doc to Service)
Billing

Controlling (FI)
[Part of R/3]
Note: From a business point of view Q.service process can here the characteristics of

an order or can be used for entering an enquiry.

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Service Process Structure:


DATA ON HEADER LEVEL

DATA AT ITEM LEVEL

a. Description or Text

a. Product

b. Objects & Subjects

b. Quantity

c. Partners

c. Schedule lines

d. Organization

d. Contract data

e. Dates.
f. Actions.
g. Status, prices, conditions, purchase order, shipping, billing a/c Assignment,
Administration and Documents.
Object: Object can be a damage, location or cause etc.
Actions: Actions can be used for output determination and escalation managements
Items: Items describe the services that should be performed.
Schedule lines are maintained only for sales product items.
Contract Data: Appears only when the item is assigned to a service contract
Service process items: these are three types.
1. Service product item: Describes the service that is to be performed and
includes information about the planned duration and
conditions.
E.g.: Repair, Maintenance, consulting (product type service).
2. Spare part item: Spare part item intermeshed technician as to which spare
parts is required for the service process should be available
in his van stock.
E.g.: Bolts, nuts, services bolts.
Note: It check for the technicians van stock
3. Sales product item: Informs the Technician which spare part is required for
the service process and delivered separately to the
customer.
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RESOURCE PLANNING TOOL: (RPT)


Resource plan: The RPT enables resource planners to effectively manage assign
and monitor work to be performed by their service employees in the
field.
Note: Date about service employee availability and assignments are stored in the
work Force Management care (WFM CORE), Which is part of APO
system. Therefore RPT can be used only when an APO system is
connected.
Areas of Resource Planning Tool:
GANTT AREA

LOCATER

AVAILABILITY

SEARCH

SERVICE EMPLOYEE

SELECTED
SERVICE
ITEMS

ASSIGNMENTS

SERVICE ITEM LIST

THE COLORS OF GANTT AREA:


1. White background

Employee is available

2. Gray background

Employee not availability.

3. Green background

Completed the assignment

4. Yellow color background

Every thing is ok with the assignment

5. Red color background

Assignment must be checked

E.g.: if the status is rejected it must be assigned to another employee


6. Red stripes

The service employee is not assigned to


the service team for this period.

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SCHEDULING:
1. Manual: The resource planner selects one or more service employees and
assigns to service item.
2. Automatic: The system proposes possible assignments based on the scheduling
strategy selected and then the resource planner or rejects the
assignment.
Note: Automatic scheduling can be used as an alternative or an
addition to the manual scheduling.
PRE-REQUISITES:

In order to use automated scheduling. Scheduling strategies must be


maintained in the WFM care.
Example of scheduling strategies.
a. Forward scheduling
b. Forward scheduling with finish data
c. Backward scheduling
d. Backward scheduling start date.

SENDING MESSAGES TO THE EMPLOYEES:


1. Employees can be called by a mouse click (CTI Integration is Required)
2. Short messages can be sent to individual employees through SMS & E mail.
3. With the functions of mobile service client, the field employee can update
assignments
4. Synchronize the latest changes with CRM

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Service Confirmation:
A conformation enables to confirm not only services & materials but also travel
and working times & expenses for services fulfilled & these can be created online via
mobile device or IC.
Note: More than one confirmation is possible for a service process multiple
assignments can be created directly without a service process.

Billing:
CRM billing must be used for billing service products and spare parts as
R/3 billing is not supported in the CRM system.
A sales order is created for sales items in R/3 for delivery & sales item should be
Flagged as Not billing Relevant in the R/3 system and thereby Billing for these items
occurs in the CRM system.

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IV - SERVICE CONTRACT
Service Contract represents a long Term Agreement with the customer for providing
Services.

Service Level Agreements (SLA):


Is a subset of Contract where the customer is assured the performance of certain
services with in a predefined period of time.
Note: Pricing can determine based on the response time designed for the contract.
Response time indicates how long it will take to respond to the customer need.
Service window or Availability type:
It indicates working hours of a service or support etc.
Down Time: Maximum Number of Breakdowns per Year.
Solution Time: Maximum period of time allowed for providing the solution to a
Problem.
Note: Contract determination is automated for valid service contract for service
Processing.

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V - COMPLAINTS & RETURNS


These are the two documents which are used to handle customer satisfaction.
1. Complaint: Complaint is raised when a customer has issue with the material or
service provided.
2. Returns: This is created when a customer wishes to return a material (only
physical product).
Note: complaints & Returns can be created with / without original transactions
& these are integrated with actions
Ex: credit, debit memo triggered by a complaint Return can be created
using following 3 options.
A. as a follow-up document to sales Transaction.
B. as a follow-up document to a service process with sales item.
C. without a preceding document.
List of standard Transaction Types:
Complaints

CRMC

Returns

CRMR

Credit memo

G2

Debit Memo

L2.

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VI - ENTERPRISE INTELLIGENCE
INTERACTION
INTELLIGENT AGENT

SEARCH ENGINE

SOLUTION DATABASE

Search engine:

Search engine is text retrieval component.

IIA is an intelligent tool that guides the user search & observes the user
interaction through an adaptive learning process.

Solution database:

Offers the ability to store link & access problem symptoms & Solutions.

Symptom is a change in a product / System, That indicates a


malfunctioning of some type.

The Solution Database can be searched by entering free text or attributes to


find one or more symptoms from which one or more solutions can be
accessed.
Note: Symptoms and Problems are critically created by knowledge
engineers.

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SYMPTOM STRUCTURE:-

WORD
PROCESSING

Symptom Type

Symptom Category

Application Area

MICROSOFT

ADOBE

MS-WORD

ADOBE
PHOTOSHOP

Solution: Solution is an action or process that will eliminate a symptom &


the problem indicated by the symptom.
A solution can be described by the free text, required action or attachments
that illustrates & support the required actions.

Symptom- solutions relationship: Symptom and solutions are linked to make it


easier for the users of solution database to
quickly find the solutions relevant to a
Symptom & viceversa.

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SYMPTOM

SOLUTION
Solution 1

Symptom 1

Solution 2

Symptom 2
Solution 3

Symptom 3
Solution 4

Information security: Allows knowledge engineers to restrict the access of certain


users to only certain categories of information where this is
maintained with the help of profiles assigned to the users.

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