Service Order Processing | Business Process in SAP CRM

Service Order Processing | Business Process in SAP CRM

Purpose

You can use this business process to create service orders and provide the relevant data for deliveries. You can also process any sales items requested by the customer and trigger the creation of an appropriate sales order.

Process Flow

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1.    Create service order (SAP CRM)

Create a service order.

2.    Maintain reference objects (SAP CRM)

You enter one or more reference objects (such as products, installed base components, or individual objects) to which the service should refer.

3.      Determine valid warranty (SAP CRM)

You use the installed base component or individual object entered in the service order to determine whether the service entered is covered by a warranty.

4.      Select product service letter (SAP CRM)

You select a product service letter (PSL) if you want to enter services to be performed so that previously identified or predictable damage to the reference objects can be repaired, or so that costly repairs and possible damage can be avoided.

5.      Search template and copy template items (SAP CRM)

You search for service order templates that were created previously for services that are used often. If you find a service order template, you copy the relevant items from the template into the service order.

6.       Create service and sales items (SAP CRM)

You create service items and enter the services in them. If the customer wants to buy a product at the same time, you also enter sales items. You can also enter service parts if they are required for performing a service.

7.    Run availability check for sales items and service parts (SAP ECC)

You trigger an availability check for the sales items and service parts.

8.    Determine valid service contract or service agreement (SAP CRM)

You trigger contract determination to find out whether service contracts or service agreements were made with the business partner, and whether these service contracts or service agreements can be applied to the service items.

9.    Determine and maintain conditions (SAP CRM)

The system uses settings (pricing procedure determination) to determine the conditions for all pricing-relevant items and uses this information to determine the prices. You can change or add conditions manually.

10.    Run credit check (SAP ECC)

You trigger a credit check. The credit check is performed based on the pricing results. The data relevant for the credit check is transferred to SAP ERP Central Component (SAP ECC) where the actual credit check takes place. The result of the credit check is confirmed to SAP CRM and saved as a credit status at item level.

11. Maintain codes (SAP CRM)

You can maintain predefined damage codes and reason codes. You can also enter detailed damage descriptions and descriptions of activities performed.

12. Select counter and create counter reading (SAP CRM)

If counters are relevant for the reference object, you enter the counter readings.

13. Perform amount allocation (SAP CRM)

You run amount allocation to define which invoice recipient pays what part of the invoice.

14. Release and save service order (SAP CRM)

You release the service order and then save it.

15. System creates and assigns appropriate controlling object (SAP ECC)

A controlling object is created for the service contract in financial accounting. Costs and revenues are posted to the controlling object, or an existing controlling object is assigned to the service contract.

16. System creates requirement for service team (SAP CRM)

The system generates reservations for the service employees assigned to the operations and for the appropriate period after saving the order.

17. System creates sales order for sales item (SAP CRM)

If you have created a sales item in a service order, the system creates a sales order for it.

18. System changes status of product service letter item for individual objects

If you have assigned a product service letter, the system changes the status of the corresponding items in the product service letter for the individual objects.

19. Create amount allocation document (SAP CRM)

You bill according to the planned amount allocation that you defined for a service order or service confirmation by creating an amount allocation document as a follow-up. You can still make changes to the amount allocation document before you trigger billing by setting it to Completed.

20. Perform amount allocation (SAP CRM)

You run amount allocation to define which invoice recipient pays what part of the invoice.

21. Specify invoice recipients and amounts for billable items (SAP CRM)

22. Specify invoice recipients and amounts for non-billable items (SAP CRM)

23. Specify final cost and revenue allocations (SAP CRM)

The system specifies and adds the following costs to the service order:

¡ Expenses from personnel capacities

¡ Cost of service parts

¡ Accrued costs

The system clears sales revenue to costs and calculates the revenue allocations.

24. Set status for billing request items (SAP CRM)

You set the status for the billing request items to Completed.