This lesson explains the business process of Service Order Management and the supporting SAP CRM Service functionality.
After completing this lesson, you will be able to:
Service Order Processing
The customer reacts to a marketing campaign and requests a quotation for a range of products and services.
The service representative creates a quotation for the products and services requested and communicates this to the customer by phone or E-mail. The customer accepts the quotation.
The service representative converts the quotation into a service order and releases it. The resource planner assigns field service tasks to one or more of the field service representatives.
The field service representative carries out the work for the customer and confirms the time, material consumption, and so on. The service manager checks and approves the confirmation data and decides which costs should be billed to the customer.
The service manager triggers billing for the customer and analyzes the complete service-order processing cycle.
Service Order Processing
You use service orders to record the details of a one-off service agreed upon by a service provider and a service recipient. Service orders contain all the information needed to plan, execute, and bill for a service.
SAP CRM service orders are not replicated to SAP EPR Customer Service (CS). If needed, service orders can contain several different types of items (service item; service part item, sales item, expense item and tool item). Service order items can provide demands for the resource planning application (RPA).
You can use the service confirmation transaction to report working time, service parts, expenses, and tools used while performing a service. A service confirmation can be created as a follow-up transaction with reference to a service order or without any reference.
You can use the billing functions in SAP CRM to perform billing for several business transactions:
CRM Billing can transfer data to Accounts receivable, Contract accounting, Overhead cost controlling, Profitability analysis and Profit center analysis.
Resource Planning Application
You use service resource planning to execute service order-based scheduling or project-based scheduling with a number of resources.
You can do the following:
You can use service resource planning to comply with determined SLA dates, respond to critical situations, and improve resource utilization. Once you assign the required resource to a job, you can notify the resource using the following channels:
Service resource planning requires the WFD Server 2.0 add-on.
SAP CRM Service - Integration into ERP
SAP CRM service orders and follow-up documents are highly integrated with SAP ERP. Integration covers:
SAP CRM Billing for Service
Standard CRM Service processes are integrated with CRM Billing functions. Customer invoices are created in the billing section of SAP CRM. One or more billing due list items are transferred to a billing document. You can also create the billing document with reference to the delivery or to the sales order. It is also possible to create billing documents with reference to contracts. You enter the relevant settings in Customizing. The delivery-related billing is described in the following.
You release the billing document for transfer to SAP ERP Financials. The data can also be transferred automatically by the system to SAP ERP Financials. The system posts the accounting document in SAP ERP.
SAP CRM Related Interview Questions
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