CRM Service- General Queries

Dear Experts,
In ERP Service, we have a concept of task list which would be assigned to a service product. The task list is nothing but a list of text items which informs the technician of what he is supposed to do when he carry out a specific service.
How is this realized in CRM?
In ERP Service, they do have a concept called BOM where they maintain the services and spare parts that can be used to service a object part. This BOM get automatically exploded when the object part is used in the service order.
How is this realized in CRM?
We have a concept called product proposals which work in a similar way u2013 but it also proposes the up-sell, cross-sell and accessories that are relevant to the product in addition to that of the services and spare parts. The concept of service templates can be used. However if you use With template option in the order, there would not be any automatic template proposal for the reference object.
Please let me know if the ERP concepts can be well addressed in CRM as well.
Regards,
Kanthimathi

Hi ,
Pl see response below.
In CRM, you can create sevice products as sub items to represent different tasks that a service tech should perform. These service products will be a part of main service product and will not be relevent to cost, resource planning, billling.
In CRM , In House repair order has concept called Diagnosis product , under which you can add service products to represents repair steps. In ERP Service, they do have a concept called BOM where they maintain the services and spare parts that can be used to service a object part. This BOM get automatically exploded when the object part is used in the service order.
How is this realized in CRM?
BOM functionality is supported in CRM 7.0
We have a concept called product proposals which work in a similar way u2013 but it also proposes the up-sell, cross-sell and accessories that are relevant to the product in addition to that of the services and spare parts. The concept of service templates can be used. However if you use With template option in the order, there would not be any automatic template proposal for the reference object.
Automatic service templete population is possible in CRM 7.0.
Nitin

Similar Messages

CRM Service general question

Hi Experts,
I am new to CRM and have some basic questions. It would be a great help, if get the answer for all my queries.
1. What is the role of a CRM functional consultant for an implementation project ? Ex : Service.
2. What all are the possible customizing he should do in CRM Service ?
3. Also what all are the customizing he should do IC Web client ?
Thanks & Regards
Samm

Hi Amrut,
Thanks for your prompt response but i am sorry that i do not find John Burton's blog anywhere. Can you please give me the link.
Thanks
Samm

CRM Service: Demand replication in R/3

Hi,
This is a case of a firm engaged in carrying out after market service for various OEM products through 3rd party agents (Channel Partners). Replacement Parts required for Service by these Channel Partners are supplied by the parent company. I have a few queries w.r.t. replication between CRM and R/3.
Service Order is created based on end customer request. To perform the requested service, replacement components are required. Identified components are thus specified in 'Spare Parts' tab page. Inventory is maintained in SAP R/3 in a Storage Location assigned to each Channel Partner.
(a) In what form does 'demand for components' (identified under Spare Parts) get replicated in the respective Storage Location in R/3 so that if there is any shortfall in availability, Planning can trigger procurement proposals?
(b) If there is an 'Alternate component' available in place of the requested one, how can we issue it? Where exactly in CRM do we maintain 'Alternate Parts' at a component level for a Product (similar to BOM maintenance in R/3)? Or,
(c) How does BOM in R/3 get replicated in CRM Relationship along with Alternate Part grouping?
(d) Does Service Confirmation (created as a follow-up document to Service Order) post goods issue automatically in the background?
Thanks.
Raj

Hi Bobby,
It is very much possible to upload CRM service orders to SAP R/3 or SAP ECC via standard CRM middleware.
Please refer to the below SAP help document for complete list of configuration activities for service order upload.
http://help.sap.com/saphelp_crm50/helpdata/en/f0/5d583c65399965e10000000a114084/frameset.htm
Do not forget to reward if it helps
Regards,
Paul Kondaveeti

CRM Service Certification

Hello Experts,
I am planning to give Certification in CRM Service(with mySAP CRM 2005)
Did any one of you do the same ?
If Yes can you please help me out with your valuable suggestions ???
(how/where to start, materials need to be covered, sample model questions, and/or any other useful information ...)
@Defenitely i appreciate your inputs with Reward Points :)
Regards, Srikanth

Hi Srikanth,
I am certified in CRM ISA, and I 'm planning to get another certification.
Possible suggestions:
study carefully the manual, since the questions are closed, and you can choose among 3 out of 5 possibilities. You know that 3 are true meanwhile 2 are false.
It's very important to know English grammar
There are as well special questions where you are allowed to choose just one option.
Please check as well:
http://searchsap.techtarget.com/general/0,295582,sid21_gci1174396,00.html
http://www.sap-img.com/basis/sap-basis-certification-question.htm
In any case another piece of advice is to set up practise a lot with Ides system, which is the "test company", created by SAP for its test evinroement.
Pls rewards with points if it helps.
Regards,
AndreA

How to get CRM service order data in R/3

Hi,
I want to retrieve service order data from CRM system to R/3, is there any FM for this. Please help as i am new to CRM
Thanks
Bobby

Hi Bobby,
It is very much possible to upload CRM service orders to SAP R/3 or SAP ECC via standard CRM middleware.
Please refer to the below SAP help document for complete list of configuration activities for service order upload.
http://help.sap.com/saphelp_crm50/helpdata/en/f0/5d583c65399965e10000000a114084/frameset.htm
Do not forget to reward if it helps
Regards,
Paul Kondaveeti

CRM Service Transaction Types availability in ECC table CRMC_SRV_BILL_PR

Dear experts
I need to customize ECC IMG object CRM_SRV_BILL_MAP (SPRO -> Integration with Other mySAP.com Components -> Customer Relationship Management -> Settings for Service Processes -> Billing Integration -> Map Transaction Types and Item Categories).
This is to map SAP CRM Service Transactions to SAP ECC Sales Orders for triggering Debit/Credit Memos based on Service Orders. However, the table in which CRM Service Transaction Types are stored is empty (CRMC_SRV_BILL_PR) - how to we get the data in there?
For some reason, we have one client where this info is available, in another one it's not. We are not sure whether this might be a download object, or if customizing on ECC side is required?
Thank you in advance for all helpful replies!
Christian

Hi,
As far as my knowledge goes in this area, i have worked on this in my previous project with R/3 version being 4.7. We have had to manually maintain the configuration in the table that you are reffering to. So you would need to maintain the document type to be created and also assign the item categories acordingly.You will ofcourse need to configure the document types and item categories that are relevant to create a debit/credit memo in R/3. Also, you will need to map the CRM item categories to the R/3 credit/debit item categories.
Hope this helps
Shiloo

Creating ERP Sales order with reference to CRM Service Order

Hello all,
I am trying to create an ERP Sales Order from CRM. If Icreate the Sales Order manually, it is working correctly but, if I try to create the ERP Sales Order as follow-up document for the CRM Service Order, it is not working.
I have defined the Cross-system Copying of Transaction Types, byt the ERP sales order is not shown as possible follow.up doc from the CRM Service Order. Does anyone know if it is possible?
Additionally, I would need to create CRM Sales Orders in reference to ERP Sales Order. Is there any way to do it??
Thanks in advance and Regards,

Hi Oliver,
Rajendra answer is correct.
The SAP Standard integration Scenario creates a ERP sales order for all the salesitems in the serviceorder.
Without items no salesorder is created in standard.
Maybe you could realize your requirement with own coding when you save a new service order or by button - click.
I realized something similar some weeks ago. One hind: It is helpfull to maintain a ztable where you store which CRM serviceorder is linked to which sales orders.
Kind regards.
Manfred

Integration of CRM Service with ERP MM (Reservation, Purchase Requisition, Purchase Order)

My (i think simple) question is about integration of CRM service to ERP MM, e.g. for spare parts delivery or spare parts purchasing or scrapping parts in a CRM service order - i thought something very basic and standard
I always thought that inside a ERP SD order you have item categories and those item categories do have a schedule line category and a requirement class and from those are determined the MM movement typ and the automatism if the system creates in MM a reservation a purchase requisition or a purchase order. That was always my understanding
Now i was surprised to learn the customizing in SAP CRM (CRM/Transactions/Settings for Service Transactions/Integration/ Logistics Integration/Define Transfer parameters) - there i can say:
CRM Transaction Type+ CRM Item Category = ERP Movement Type + ERP Special Stock Indicator
or next to it in the SAP CRM Customizing
(CRM/Transactions/Settings for Service Transactions/Integration/ Logistics Integration/DefineLogistics Scenario for the Procurement of Material and Sales)
i can say:
CRM Transaction Type+ CRM Item Category = ERP Reservation or ERP purchase requisition or ERP purchase Order
Now i know that in SAP CRM if you have a transaction and an item category for a logistics operation, the system creates an EPR sales order of the same number and type with the same item categories.
My question is: WHERE is determined which movement type the system uses and if there is created a reservation or purchase requisition or purchase Order. Is it determined in the ERP by using the ERP sales order item category and the SD item category customizing or is it determined by the customizing in the SAP CRM that i described above?
Thank you

Hi Anup,
I am facing purchase requisition creation problem for service products from crm.
I have seen your query which was posted on same issue, so i thought i could get some help.
The problem here is when i am saving the service order i am getting the below message.
Enter a (default) purchasing group for material group SUB_MC (Notification E CRM_SRV_LOG_EXT_OLTP 002).
I have actually downloaded mat_dien materials from ecc to crm and for material purchase group is already assigned for one plant, but still not able to recognise.
Please help me out.
Thanks in advance.

How to configure SAP ECC DMS content repository with CRM Services Object

hi,
we have SAP Document management system which is currently integrated with SAP R/3 Ecc system .
with ref. to sap standard functionality i am able to upload the document in DMS content repository through SAP R/3 Ecc System as below.
step-1 ,T.code:CV01n
a.     create - DMS Documents
b.     Oupload Scanned documents in DMS system
c.     select content repository
d.     Save Document
now, in same manner i want to store business documents in SAP ECC R/3 DMS content repository using CRM services trnsaction"CRMD_ORDER". kindly guide me suitably.
regards,
sunil

i am explaining your proble
a.    create - DMS Documents
b.     Oupload Scanned documents in DMS system
c.     select content repository
d.     Save Document
after saving open to document in cv02n and track status of doc i.e. AR CR & RE
if RE status is there the it will repositor at server
Regards,
Sanjeev

Product substitution in SAP CRM Service

Hi Friends
To replicate product substitution in CRM I have followed the same steps which SAP has provided in help.sap.com
Product Substitution - Sales Quotation and Order Management - SAP Library
1) After implementing the initial loads using objects DNL_COND_D001,DNL_CUST_PDD products are populated successfully in CRM condition table
1CN/CCRSAP001 .
2) Condition type has created successfully and it was assigned In define determine procedure in Application CRM and in Usage PD.
3) Assigned Condition procedure in Define transaction types to the required process type.
but nothing is happening in CRM Web UI /GUI. Could any one suggest did I miss any steps to activate product substitution .
Thanks & Regards,
Siva Krishna

I got an clue and it is SAP using below function module for product substitution purpose , here it is taking ordered product and looking in pricing tables ( in VMC ) is there any substitution products are available or not . if yes then it is throwing the popup. In my case i haven't received any products from pricing tables so I have populated it in Debug Mode . then I got a popup to select the product with description as Sales Order Item xxxxxx have below substitute products but now I am doing all this process in CRM service order.
FM Naem : CRM_PROD_DET_DETERMINATION_OW
Thanks & regards,
Siva Krishna

Unable to view Spare Part Components in SAP CRM Service Order

Hello All,
We are implementing CRM 7.0 Ehp 2.0
As per the following video it is now possible to integrate the spare part components in the CRM Service Order, using the BOM replication and Product Proposal functionality in SAP CRM
SAP CRM 7.0 - Integration of ERP BOM Information in the CRM Product Proposal
However in our case we are not able to achieve the desired results.
Following configurations are done
1) The BOM is replicated from ECC to CRM the same can be viewed in commpr01
Material 4561 is the main product and 4562 is the component
2) The item category for the main product is YRVS where the customization for structure scope is done
3) For the Product Proposal customization's, I have created a new method schema
4) The transaction type and the sales org are assigned to the method schema
5) However now when I am creating the service order, I enter the sold to party, the product id
6) Next I go to the line item to click on product proposal.
7) The system issues the below message
Please advice if I am missing on any configurations.
Kind Regards
Atul

Hi Raghavendra,
Thanks for your reply, appreciate the same, I have now added the relationship objects as per your post above in comm_hierarchy for the particular category
Now in the product master , I am now able to view the tabs(screen shot attached)
Next I create my BOM in ECC with BOM Usage 5 and save the same
Next I run the initial download for the adaptor object BOM in SAP CRM
When I check in commpr01 for the material 4561 the component and the main material have not come.
Can you please advice further.
Kind Regards
Atul

SAP CRM SERVICE IC WEBCLIENT E-MAIL RESPONSE SYSTEM

Hi
I am new to WEBIC. I am in CRM SERVICE. I want to generate a E-mail to send to the customer automatically with respect to the SLA(Service Level Agreement). With respect to the time delay from Service Ticket(Incident Registration). If the delay is 4hours it should send automatic message with 100%DELAY. If it is 2hours it should send automatic message to customer with 50%DELAY. Can to tell me how to generate E-mails and how to caliculate 50% and 100%. Is I need to insert mathematical expression in any where? Please let me know step by step. Is I need to Define Service, Assign service Manager Profile, Define Repository? let me know clearly. Thanks a lot.
Shrik.

Hello Piotr,
Ok, then that explains it! If you are using ICI, then the emails are stored on the external email server and not in SAP CRM. The Interaction Record in CRM contains a pointer to the email on the server. But if you delete or archive the emails from the server, then you will get the error message in the IC. This is completely dependent on how you configure your external email server. You can certainly have access from the IC, but you need to configure your email server to keep the emails for the desired length of time (i.e., until you archive the Interaction Records in IC).
The other option of couse is to use SAPConnect and the Agent Inbox with or without ERMS (or alternatively SAPConnect and ERMS Push) in which case the emails are stored in the SAP CRM system rather than on the external email server.
Warm regards,
John

CRM Service - ECC Logisitcs Integration (Spare Parts in a Service Order)

Hi Experts,
We have been trying to configure a scenario for CRM Service Orders with SAP ECC logistics integration in CRM 7.0 EHP1.
We are aware of the standard configuration wherein we assign one logistics scenario ( Purchase Requisition or Purchase Order or Reservation) for a specific service organization & Item Category for spare parts in service order.
Our first query : Is it standard that the spare part will be automatically reserved if it is in stock (after ECC availability check from service order) and purchase requisition or purchase order is created only if it is not in stock?
We also understand that while a reservation happens during Service order creation, the goods issue or material withdrawal happens only on service confirmation. If this the case, how will the physical delivery happen to customer? This is our second query.
Please note that we are raising this query only for spare part items in service order and not for sales item in service order.
It would be great if you could help us with this issue.
Responses will be suitably rewarded.
Thanks,
Prish

Hi Pritesh,
Thank you for your prompt reply and help, appreciate the same, we would be going for the scenario where the service order in sap crm has saleable parts, the service order would get replicated to ecc as a sales order and the costs would get booked when the post goods issue is performed after creating the delivery in SAP ECC.
Following are the configurations done
1) Service Order type ZRVW is created in SAP CRM
2) The same service order ZRVW is mapped in SAP ECC
3) The service order in SAP CRM has the following number range and the same is kept internal
4) The same number range is marked as external in SAP ECC in vn01 tcode
5) The number range is assigned to the document type ZRVW in SAP ECC
6) Item category determinations are done in SAP CRM, standard SRVS(Sales items are copied to YRVS)
7) The same item category determination is also set in SAP ECC for Item category group NORM
8) Item category determination is also set for ERLA as item category group in ECC
9) The item category YRVS is set to delivery relevant in SAP ECC
10) The standard schedule line is determined which is CP is relevant for delivery
11) The sales area is also assigned to the document type ZRVW.
12) In SAP CRM, the status profile YCONT is assigned, having the business transaction to be distributed, the status of the same is set to allowed for completed status
13) The status profile has been assigned to the transaction type ZRVW
14) Pricing configurations are also done in sap crm and sap ecc
15) Now I am creating the service order ZRVW in SAP CRM, having saleable parts, customer's and material's exist in both systems having the same sales area, the status is set to completed at item and header level
16) The system is throwing an error when I click on edit
17) When checked In sap ecc the system says that the document does not exist
18 I did open the error in SAP CRM and it says that there are some settings required for billing
Since there is no billing relevance to this scenario in the item category the billing relevance is set to no billing
Please advice further
Kind Regards
Atul

Extract Text Types from CRM Service Order

Hello Experts,
I have a requirement where we need to extract the Text Types and texts from a the Item Details of a CRM Service Order.
I know it's not ideal to have large strings of text in BW but it is needed by the business.
Can anyone point me to the table that contains the Text Types and associated texts?
When I F1 on the field, nothing happens.
Thanks in advance.

This can be done through action profile.

How to integrate Google calendar with MS CRM Service calendar

Dear Team,
how to integrate Google calendar with MS CRM Service calendar?
Please reply to below mail id
[email protected]
Thanks & Regards
Dhamodharan R
Thanks & Regards Dhamodharan R Myblog : http://mscrmexpert.wordpress.com

Hello,
The TechNet Website Feedback forum is designed to help Microsoft improve TechNet (technet.microsoft.com) by sending your suggestions and bugs.
Your post is off topic hers, and should be asked in the
Microsoft Dynamics CRM Forum on the Microsoft Dynamics Community.
As Microsoft's Dynamics Community forums are on a different platform, we cannot move the question for you.
Karl
When you see answers and helpful posts, please click Vote As Helpful, Propose As Answer, and/or Mark As Answer.
My Blog: Unlock PowerShell
My Book:
Windows PowerShell 2.0 Bible
My E-mail: -join ('6F6C646B61726C406F75746C6F6F6B2E636F6D'-split'(?<=\G.{2})'|%{if($_){[char][int]"0x$_"}})

CRM Service- General Queries

Similar Messages

Maybe you are looking for