Service Order Management - SAP CRM

Lesson Overview

This lesson explains the business process of Service Order Management and the supporting SAP CRM Service functionality.

Lesson Objectives

After completing this lesson, you will be able to:

  • Explain the business process of Service Order Management and the supporting SAP CRM Service functionality.

Business Example

Service Order Processing

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

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:

  • Service orders, Service contracts, Service confirmations, Complaints (creation of credit/debit memos), Entitlements, Warranty claims, Billing requests, Sales orders, Deliveries relating to sales orders and Sales contract release orders.

CRM Billing can transfer data to Accounts receivable, Contract accounting, Overhead cost controlling, Profitability analysis and Profit center analysis.

Resource Planning Application

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:

  • Make employees (internal) and service providers (external) available, by entering service arrangements as resources for service resource planning. In service arrangements, you define availability, skills, job functions, and service areas, for example.
  • Determine and schedule resources: You determine the resources that are most suitable for service order demands or project role demands, and create corresponding assignments.

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:

  • Groupware
  • Only internal employees can use notification via Groupware.
  • Channels such as telephone, text message, or e-mail
  • SAP CRM Mobile Service: Notification using SAP CRM Mobile Service is only available for service order-based resource planning.

Service resource planning requires the WFD Server 2.0 add-on.

SAP CRM Service - Integration into ERP

SAP CRM Service - Integration into ERP

SAP CRM service orders and follow-up documents are highly integrated with SAP ERP. Integration covers:

  • Logistics integration: SAP CRM service transaction can trigger material reservations, procurement documents as well as the posting of goods issues in SAP ERP.
  • Controlling integration: SAP CRM service transactions can trigger the posting of costs and revenues in SAP ERP.
  • Time sheet (CATS) integration: SAP CRM service confirmations can trigger the transfer of working hours to Payroll.
  • Accounting integration: SCRM Billing documents for example can generate open items in accounts receivable accounting.
  • Optional: Billing integration: SAP CRM service transactions like service orders, service confirmations and service contracts can trigger debit memo requests automatically in SAP ERP.

SAP CRM Billing for Service

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 create a billing document in SAP CRM. The item type in SAP CRM has an indicator for billing in SAP CRM.
  • You send the invoice to the customer. You can send the invoice to the customer in electronic form or as a printout.
  • Explains the business process of Service Order Management and the supporting SAP CRM Service functionality.

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.

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