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Customer Service Scenarios

SAP ECC 6.00


Novwmber 2007
English

Customer Service –
Selling Services and
Materials w/o AMC
contract
Business Process Procedure

SSTL
1,6th Floor, Crow Court
#128, Cathedral Road
Chennai 600 086
SAP Best Practices Services without Reference to SLA (DA3): BPP

DOCUMENT CONTROL
Document Title: Business Process Procedure for mySAP ERP version ECC 6.0

Document ID : SSTL/BPP/SAP/2007-11-05
Purpose: Business Process Procedure

File Name: BPP-PM-2007-05-29

Security Classification: Company Confidential

Author: B. Praveen

Approved by:

Distribution List: SpectraSoft Technologies Ltd, Chennai.

Version No Date of Release Description


1.0 Business Process Procedure

VERSION HISTORY DETAILS

Ver. No. / Brief Change Detailed Change Description


Date Description
1.0
Original Original Document

© 2004 SpectraSoft Technologies Ltd.

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The contents of this document are the property of SpectraSoft Technologies Ltd and are
intended for the sole purpose of consumption by Gulf Oil Corporation Limited, Hyderabad
Reproduction, distribution, and modification of this document or any parts thereof, in any
form, without the written permission of SpectraSoft Technologies Ltd are not permitted. Use
of this document or parts thereof for purposes other than those agreed by SpectraSoft
Technologies Ltd is not permitted.

Abbreviations

R Required entry field


(used in the end-user procedures)
O Optional entry field
(used in the end-user procedures)
C Conditional field
(used in the end-user procedures)

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Contents

1. Purpose.................................................................................................................... .......................5
2. Prerequisites............................................................................................................................ ........5
Building Blocks....................................................................................................................... .........5
Organizational Data and Master Data............................................................................ .................5
3. Process Flow............................................................................................................... ....................6
Creating a Service Notification.......................................................................................... ..............6
8. Changing the Service Notification ......................................................................... ......................7
9. Creating a Service Order ........................................................................................................... ..8
10. Changing the Service Order............................................................................................ .........10
11. Create a PM Order Confirmation................................................................................. .............10
12. Material Issuing................................................................................................. .......................11
13. Creating Resource-Related Billing Request and Creating the Billing of Debit Memo...............12
14. Closing the Service Order – Technical complete.......................................................... ............13
15. Settling the Service Order.................................................................................... ....................13
16. Closing the Service Order - Business View................................................................... ...........14

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1. Purpose
This business scenario addresses a request from a customer to a facility management
company. Since the customer does not have a contract with the facility management
provider.
A customer calls the call center of a facility management provider, asks for repair service.
The call center agent creates a service notification, with the request. The supervisor for
repair service, calls back the customer for more details and documents it in the notification.
The supervisor creates a service order with details about the expected amount of work
required, but does not release the order. Based at the service order a quotation is created and
sent to the customer, who accepts the quotation.
After the quotation is accepted, the order is released and the service performed. The workers
confirm the time used for the task. Based on the resources used, a billing request is created
and billed. The service order is settled to CO/PA, and closed for business
This scenario would typically apply for a one time facility management arrangement.

2. Prerequisites
Building Blocks
In order to run this Business Process Procedure (DA3), the following Building Blocks of the
SAP Best Practices for Professional Services solution must have been installed: DA0, DA3

Organizational Data and Master Data


You have entered the master data required to go through the procedures of this scenario.
Ensure that the following scenario-specific master data exists before you test this scenario:

Data object Value Description


Company code 1000 <CompCode_BP01_NmeCompCo
deOrCompLng1>1000
Plant 1000 Plant 1000
Customer / business partner 300015 Spectra Soft Technologies Limited
Sales organization 1000 <SalesOrg_BP01_SalesOrgNmeL
ng2>1000
Distribution channel 10 <DistrChan_DirectSales_DistrCha
nNmeLng2>Customer
Division 10 API
Work Center ME-GEN Mechanical General maintenance

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3. Process Flow
Creating a Service Notification
Use
In this activity, a customer calls the customer service center in order to request a service.
You use this transaction to enter the information that you get from the customer.

Procedure
1. Access the transaction using one of the following navigation options:
Logistics Customer Service Service Processing
SAP Menu
Notification Create (General)
Transaction code IW51

2. On the Create Service Notification: Initial screen, make the following entries and choose Enter.
Field name Description User action and values Comment
Notification Notification Type S3
Type

3. On the Create Service Notification: DA2 and DA4 screen, on the Problem Notification tab page
and sub tab page Cust. Address, make the following entries:
Field Name Description User Action and Values Comment
Reference object
Sold-to party Account Number Enter the number of the
of Customer customer 300015
4. Confirm your entries with Enter.
5. On the Create Service Notification: screen make the following entries:
Field Name Description User Action and Values Comment
Subject (area) Service Request for Enter Description
PC - test
Equipment Personal Computer 5 Select using
the input help
(F4)
Coding Field 1 QM
Field 1 1 Is defaulted
when selecting
first field by F4
Description (long You can enter all the details on the
text) notification here
Execution (area)
Main workCtr Field 1 ME-GEN Work center

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Field Name Description User Action and Values Comment

Field 2 1000 Plant for the


work center
PlannerGrp Field 1 010 Planner Group
Field 2 1000 Planning Plant

6. Confirm your entries with Enter and save the Service Request notification, by choosing Save
(ctrl. + S).
8. Make a note of the notification number.
Notification number: _______________________________.
9. Choose Exit (shift + F3) to return to the SAP Easy Access menu.

Result
A Service Notification has been created.

8. Changing the Service Notification


Use
In this activity the facility management provider calls the customer back because he has
some more questions. After this telephone call the agent can describe the customer problem
in more detail and creates a message regarding the customer call.
The service agent assigns the responsible person.

Procedure
1. Access the transaction using one of the following navigation options:
Logistics Customer Service Service Processing
SAP Menu
Notification Change
Transaction code IW52

2. On the Change Service Notifications: Initial Screen, enter the following Notification number from
the previous section. Confirm your entry with Enter
3. Choose Log telephone call from the action box on the right.
4. In the Subject of conversation area, enter a text of any length.

5. Confirm the data you have entered for the outgoing telephone call by choosing Continue
(Enter).
6. On the Change Service Notification: choose the Notification details tab page.

7. Text entered for the telephone conversation, choose Text in the Activity area.
8. To return to the Notification choose Back (F3).
9. To save the changes choose Save (ctrl. + S).
10. Choose Back (F3) to return to the SAP Easy Access menu.

Result

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The Service Notification has been updated with the information of the call.

9. Creating a Service Order


Use
The work center manager searches for assigned notifications and creates a service order
with reference to the notification.

Procedure
1. Access the transaction using one of the following navigation options:
Logistics Customer Service Service Processing
SAP Menu
Notification List Editing Change
Transaction code IW58

The selection should be via the main work center (FM-SERV1).

2. Choose Execute (F8).


3. To change the service notification, double-click on the notification number.

This list only appears if more than one service notification exists.

4. On the Change Service Notification: choose the button and check the
Organization data dialog box.
5. The Create order dialog box appears. The order type SM02 is used for a service order with
revenues because there is not a service contract for the customer.
6. Make the following entries and confirm with ENTER:
Field Name Description User Action and Values Comment
Order Type SM02
Main work Mechanical General ME-GEN
center Maintenance
Business Are Business Area 1000 1000
Planning plant 1000
7. On the Create FM Service Order: Central header screen make the following entries:
Field Name Description User Action and Values Comment
PMActType Labour 1015 Select using input help
8. On the First Operation screen area, make the following entries for the operation 0010:
Field Name Description User Action and Values Comment
Work durtn 5
Number 1
9. Confirm your entries with enter.

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The planned costs are determined automatically from the planned working time in line
with the costs rates maintained (for the combination of cost center and activity type). In
addition to the automatic calculation of costs during saving of the document, you can
calculate the costs manually choosing the button . You can display these costs on
the Costs tab page.
Working time can be different from duration. For example, activity: assembly of an
object; Amount of work: 8 hours; Activity duration: 4 hours; Number of persons: 2
(people). The working time is greater than the duration, since two employees carry out
the activity. For this function enter in the CCKey field maintain manually
10. Choose the tab page Component and make the following entries
Field Description User action and values Comment
name
Component Pump 100 900000003 Use input
help F4
material
type ZESS
Batch SP_REP Use input
help F4
Requireme 1
nt Qty.
11. Choose the tab page Location and make the following entries:
Field Description User action and values Commen
name t
Sales Domestic Sales Orgn 1000
Organizatio
n
Distributio Direct Customers 10
n Channel
Division API – Division 10
12. Confirm your entries with enter.

13. Choose to confirm that Sales organization 1000 is in company code 1000
14. Choose Tab Control and make the following entries in Control of resource-related billing and
creation of quotations sub tab
Field Description User action and values Commen
name t
Profile CS Billing Prifile ZCSBILL Choose
from the
input
help F4

15. To create a settlement rule choose Settlement Rule (Ctrl + F6)


16. On the Maintain Settlement Rule: Overview screen the create the settlement rule by entering the
following data and confirm by choosing enter.

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Line number Cat Settlement Receiver % Settlement type No.


1 PSG 100 PER 1
17. The screen Assignment to a profitability Segment will popup, choose Continue (enter) to
continue.
18. Choose Back to return to the Create Service Order XXXXXXX: Header: Data screen.
19. Choose Back to return to the Change Service Notification: screen.
20. Save the problem notification by choosing Save (ctrl. + S).
13. Make a note of the service order number: _______________________________.
14. Choose Back twice to return to the SAP Easy Access menu.

10.Changing the Service Order


Use
In this activity, the Service Order is released, because the customer accepted the quotation.

Procedure
1. Access the transaction using one of the following navigation options:
Logistics Customer Service Service Processing Service
SAP Menu
Order Change
Transaction code IW32

2. Enter the number of the service order and confirm your entry with Enter.
3. On the Change FM Service order 5XXXXXX: Central Header following the menu path: Order
Functions Accept Quotation.
4. Result: The order is updated with a new status: Quotation accepted, and a Debit Memo Request
is generated automatically.
5. On the Change Order: Initial Screen Choose enter in order to access the Service order again.

6. To release the Service Order choose Release (Ctrl + F1)


7. Save the Service Order by choosing Save (ctrl. + S).

Result
The Service Order has now been released.

11.Create a PM Order Confirmation


Use
In this activity, the technician responsible reports back the time used for processing the
service.

Procedure
1. Access the transaction using one of the following navigation options:

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Logistics Customer Service Service Processing


SAP Menu
Confirmation Entry Individual Confirmation (Time)
Transaction code IW41

2. Enter the number of the service order and confirm your entry with Enter.
3. Now you can enter the time that was spend for this operation. In the Create PM Order
Confirmation: Actual Data screen enter the actual time worked in the field Actual work e.g. 5.
4. Choose the tick box: Final Confirmation
5. To save the confirmation, choose Save (ctrl. + S).
6. Choose Back to return to the SAP Easy Access menu.

Result
The system status of the service order been updated with the actual work made for this
order.

12.Material Issuing

Use
In this activity, issue the material to the order for usage to complete the service physically.

Procedure
1. Access the transaction using one of the following navigation options:
Logistics Materials Management Inventory Management ->
SAP Menu
Goods Movement -> Goods Movement
Transaction code DP90
2. Enter the following details in Goods Issue Order – Plant Maintenance Screen
Field Name Description User Action and Values Comment
Gods Issue Goods Issue Take input Help
F4
Order Order Take input Help
F4
Order Number 5XXXXXXX from the previous screen
change order
3. Confirm your entries by pressing Enter.
4. The screen will change to Goods Issue Order5xxxxxxx – Plant Maintenance and also
displays the material of the order
5. Enter the following details
Field Name Description User Action and Values Comment
No. Containers 1 This filed is
available in the
Tab Page
Quantity Also
verify the
quantity actually

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issued.
Storage Engineering 1050 Take input Help
Location F4 (This filed is
available in the
Tab Page
Where)
Order Number 5XXXXXXX from the previous screen
change order
Item OK Check the box
6. Check your entries by pressing Enter.
7. Click on button on the top of the screen to verify the entries and massages.
8. System prompts a message Document is O. K.
9. Then click on button to post the Goods Issue
10. System prompts a message Material Document 4XXXXXXXX posted.

Result
The materials have been issued to the order to carry out the necessary work.

13.Creating Resource-Related Billing Request and


Creating the Billing of Debit Memo
Use
In this activity a billing request is being created and Debit memo raised out of the service
order.

Procedure
1. Access the transaction using one of the following navigation options:
Logistics Customer Service Service Processing
SAP Menu
Completion Billing Request Process Individually
Transaction code DP90

2. On the Resource-Related Billing Request: initial Screen, make the following entries:
Field Name Description User Action and Values Comment
Services Order Service order created in previous step Delete the sales
Document entry.

3. To start creating the Billing request choose Create billing Request (enter)
4. On the Billing request for resource-related billing document <new>: Expenses screen save the
billing request by choosing Save Billing Request (Shift + F7)
5. A warning: Do you really want to create the billing request? Choose the button Yes.
6. On the screen Change FM Debit Memo Requ. 700000xx: Overview, delete the billing block, by
leaving the field blank.
7. To save the Debit Memo Request choose Yes (ctrl. + S).

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Make a note of the billing request number.


Billing Request: _______________________________.

8. System automatically takes to the Sales Order: Overview Screen VA02


9. Enter the following details
10. In Sales Tab Page Enter Order Reason: Excellent Price
11. In Item Over view Remove the billing block.
12. Go to the menu path Sales Document Billing
13. System prompts CS Debit order 7XXXXXXX has been saved
14. System takes to new screen Debit Memo (L2) Create: Overview of Billing Items.
15. Save the document Cntr + S
16. System prompts a message Document 9XXXXXXXhas been saved.

Result
The debit memo is created out of the service order for the material cost.

14.Closing the Service Order – Technical complete


Use
In this activity, the service order status is set to “technically complete”.

Procedure
1. Access the transaction using one of the following navigation options:
SAP Menu Logistics Customer Service Service Processing Order
Service Order Change
Transaction code IW32
2. Enter the service order number and choose Enter.

3. On the Change FM service order 5XXXXXXX: Central Header screen choose Complete
(technically) (Ctrl+F12) to continue.
4. A screen window appears where additional information regarding the completion can be
updated, to continue choose Enter.
5. Choose Back to return to the SAP Easy Access menu.

15.Settling the Service Order


Use
In this activity, the actual costs of the service order are settled to CO/PA.

Procedure
1. Access the transaction using one of the following navigation options:
SAP Menu Logistics Customer Service Service Processing
Completion Order Settlement Settle Individually

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Transaction code KO88


2. A screen might appear where you have to enter the controlling area. In the Controlling area field,
enter 1000 and confirm your entry with enter. This will not appear if you have the controlling
area as a default for your user.
3. On the Actual Settlement: Order screen, make the following entries:
Field Name Description User Action and Values Comment
Order 5XXXXXXX Enter the service order number
Settlement Current period, for example: 006 for June
period
Fiscal year Current fiscal year, for example 2007
Processing Automatic This is the default
type option.
Processing
options
Test run First run with test
run, afterwards
without

4. Choose Execute.
5. The proposed settlement is now displayed; choose Back (F3) to return to the initial screen
for Actual Settlement: order.
6. In the processing options, remove the Test run indicator.
7. Choose Execute again.
The settlement log is displayed. Check the data and choose Back to return to the SAP Easy
Access menu.

16.Closing the Service Order - Business View


Use
The service order is closed in this step.

Procedure
1. Access the transaction using one of the following navigation options:
SAP Menu Logistics Customer Service Service Processing Order
Service Order Change
Transaction code IW32
2. Enter the service order number and choose Enter.
3. From the menu, choose Order Functions Complete Complete business. Or click on

available on the top of the screen.


The service order now has the system status CLSD and you cannot assign any more costs or
revenues to it.
4. Choose Back to return to the SAP Easy Access menu.

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