Installation Management and Objects - SAP CRM

Lesson Overview

This lesson explains the concept of Installation Management and the functionality of Objects.

Lesson Objectives

After completing this lesson, you will be able to:

  • Explain the concept of Installation Management and the functionality of Objects.

Business Example

Case Study: SAP CRM Service

Case Study: SAP CRM Service

As a service representative, you create a service order or receive the order from the Interaction Center agent. You then use the resource planner to assign a service employee.

The service order is replicated on the laptop of the assigned service employee. After the service employee has carried out the work and confirmed the service order, you, as the billing agent, create a billing document.

Installation Management

Installation Management

Installation Management is used to model objects installed for your customers (for example, devices, machines, or software) so that you can offer services for them. It can also be used to manage objects that are used internally. In business processes, an installation can be addressed as a whole unit or you can refer to individual components (installed base components).

The set of installed objects at the customers site can be used, for example:

  • To determine the exact object for which a problem has been reported
  • To provide the representative with information about which object is affected and the parts that it comprises
  • To document changes made to objects

Installation data is not only used for individual service processes with the customer, but it also represents the basis for additional evaluations such as:

  • Activities covered by service contracts or Statistics

Use the download function of the bidirectional replication to transfer equipment from SAP ERP Customer Service (CS) into SAP Customer Relationship Management (SAP CRM). The pieces of equipment are represented in SAP CRM as objects of an installed base.

The upload function ensures that regardless of the system in which a change was made, the data remains consistent in both systems automatically.

Objects

Objects

An object is a globally unique tangible or intangible object that a company sells or provides services for. It is often a specific single unit derived from a product. Unlike a product, however, an object can be uniquely identified. This means that although there may be similar objects, at least one attribute describing the object is different. This is generally its identification. A car, for example, has its own specific number plate.

Objects constitute unique entities and serve as a central reference for business transactions between a company and another party. They can be objects a company sells or provides services for. A supplier of electricity, for example, can describe the location to which electricity is delivered using objects such as “building” and “apartment”.

Objects are integrated in the product master and provide you with the tools to create the data you require on the objects used in your business processes and track their use within these processes. The product master provides a central source from which object-specific data can be retrieved.

Object data includes the information required for specific business processes (such as customer inquiries, sales orders, service processes, contracts), and other basic data that essentially describes and categorizes the object.

It is possible to transfer serial numbers from SAP ERP Customer Service to SAP CRM. Data transfer is triggered in SAP CRM and performed by CRM Middleware.

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