Customer Service - Extended Warranty Sales Process
Hi All,
I want to implement Extended warranty sales process in sap. Here, dealer will send extended warranty form to company. Company wants to capture warranty related information (such as Vehicle number, Chassis Number, Date) in sap and want to sell warranty to dealer.
Monthly once company will give discount to dealer based on performance. How to give discount to dealer monthly?
I want to know the following details:
Material type
Item category
Process flow
How to capture warranty information?
Thanks in advance,
Babu
Thanks for your reply......
I have created new sales document type for extended warranty sales. I am using variant material for capturing dealer's requirement in va01 itself.
Now my client dont want to create invoice for that sales order.
With this Extended warranty sales order reference, they will create manual posting in Finance.
Actually, they don't want to treat this as a revenue. This is a liability when they sell extended warranty to customer and after the extended warranty period is over (after 3 years), if the vehicle doesnt come for ext warranty claim then it will be treated as income.
Is it correct process to leave extended warranty order (sales order-va01) without doing billing ?How can i proceed further?
Thanks in advance,
Babu
Similar Messages
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Customer not extended to sales area
Hi experts,
Even though I have extended a particular customer to the given sales area, division and distribution channel, when I run the program I still get the error saying "Customer not extended to sales area" . What could be the reason for this? I am a ABAPER. I am new to SD transactions.I have checked in xd02. the customer has been extended. Where else should I check?
Please explain in detail
Regards
kalyanHI,
Which program are yout trying to run?
How did you extend the customer? If through XD01 then try going into XD02/XD03 and enter customer and click on customer sales areas. You should be able to see the sales area that you have extended the customer into !
Regards,
Amit -
Hi All,
Can any one provide me with some inputs or documents on business scenario "Customer service for warranty" in Customer service module.
Thanks in advance.
Regards,
Vinod boga.hello, wondering if i have got lost in the shuffle?i sent a request for help over a week ago and did get a response from charlie-10 to private mesage him which i did but the message seems to have disappeared? shortly after that hailey-j sent me a message requesting me to private message her. so i did, but hanvent heard anything back from her.i had also sent a 2nd message to charlie-10 and he did respond but i let him know i had just sent hailey-j a detailed message and asked if i should wait to hear back from her or start with him.i was advised to wait for hailey to repsond.its been 4 days since my last request for assistance. i dont mind who i work with but would just like to talk to someone about the awful support and customer service i have been going through and what can or will be done regarding it.reference case# E61309564.thank you
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Apple Customer Service and warranty exceptions
Hello all,
Whilst I love my Apple hardware and software, and have had many good experiences with them over the years, unfortunately I post today with a complaint about what I perceive to be poor customer service and product quality.
In late March/early April of 2006, I purchased a 1.83GHz MacBook Pro with great anticipation- Intel inside, Tiger OS, inbuilt webcam, and general awesomeness all round. I also purchased the 3 year AppleCare warranty, which was to be a godsend as during the following three years I would experience:
*The replacement of the battery under the original MacBook Pro battery exchange program
*The left fan on the unit dying in 2007
*The logic board itself dying in late Feb/Early March 2008, thus bricking my laptop
*Another battery replacement as the replacement for the original died before it (realistically) should have (Apple very nicely made an exception to the battery's 1 year technical warranty and replaced it for me).
Fair enough, it's a new unit and was bound to have some problems. Unfortunately, last week the logic board died AGAIN; a mere 18 months after it was replaced in 2008. The unit is out of AppleCare warranty by 5 months or so, but I was urged by forumites and friends to call Apple, who would surely make an exception for me and pay for the replacement part, given my service history with the laptop and Apple's reputation for excellent customer service.
Unfortunately, this has proved to not be the case. Calling customer service at Apple Australia I talked to Steven, who was firm to the point of rudeness when he stated that my laptop was out of warranty and Apple would cover nothing but the labour charges involved, as a "guesture of good will". When stretched, he offered me a $125 voucher if I wanted to purchase anything over $400 in the Apple store, and stressed he didn't have to do this but the company was attempting to provide good service to its customer.
Despite my argument that I forked out over $3000 for this laptop a mere three years ago and am now looking at over $1000 to repair something replaced only 18 months ago, his line was that Apple provided a warranty and that was simply that (apart from a month or two grace). Five months is apparently "far outside the warranty period".
I received no challenge to my assertion that after buying something which cost over $3000, it was reasonable for Apple to expect a consumer to pay an extra $1000 every year after the warranty finishes to replace a broken logic board. In truth, I find this near incomprehensible, considering one can buy the supposedly inferior build quality of a Dell, HP, Toshiba, etc and see it last not just beyond the warranty but another two or three years before it finally suffers something terminal.
While from a warranty perspective Apple are well and truly within their rights to refuse to pay for the part, at the end of the day I am left to pay $1000+ for a repair for something which may only last another 12 months, plus $3500+ for a new Macbook Pro with AppleCare if I want a replacement- minus of course the $125 they are offering.
I did some reading of the ACCC's website about my statutory rights and the Trade Practices act, and I note the following with interest:
*Statutory conditions (goods)*
The Trade Practices Act implies the following statutory conditions into consumer contracts:
* The goods must be of merchantable quality. That is, they must meet a basic level of quality and performance, taking into account their price and description. They also should be free from defects that were not obvious to you at the time of purchase.
* The goods must be fit for their purpose. That is, they should do what they are supposed to do and be suitable for any purpose that you might have made known to the supplier.
* The goods must match the description you were given or the sample you chose from. For example, any carpet laid must be the same quality and colour as the sample you chose from.
* You must receive clear title to the goods, including goods bought at auction. In other words, you can expect to own the goods outright and any restriction on ownership should be explained to you beforehand.
While I don't particularly want to make a big deal of things, I hardly see $3000+ for three years use and $1000 each year thereafter to be merchantible quality or fit-for-purpose! This is supposed to be a high end laptop with excellent build quality, and yet I've a secondhand iBook that has been chugging for longer without issue than this machine!
I told Steven from Customer Service that his offer didn't satisfy me in the slightest, and still put me in an awkward position with regards to repair and repurchase. He simply wouldn't budge, and refused to see things from my point of view (which another operator, Anu, was able to do and thus produce a much better response from myself). I have since asked to speak to his manager which- after initial resistance- I have been able to secure a future callback from. I have no idea how well discussions with he/she will go.
What I'd like to hear from you guys and girls is your experience with similar situations, and whether you think I've a leg to stand on with regards my replacement request or the ACCC stuff above. Again, I love my Apple products but I hardly think asking them to replace the part while I pay for labour is a big ask, given the service history and my desire to continue buying and using their products.
Love to hear your points of view on this one; thanks for taking the time to read it!
Cheers,
Dave.Dear meacod
I have live the same, except that I Cure my MBP before it goes to die.
A lot of older participants here just talk about Aplle care, which seem the automatic thing in front of a lack of real good quality on Apple products .
But I think we pay the price, and my second hand MBP was much more expensive than a brand new PC with more ram, more Hard disk, and even a blue ray...
I don't know your mbp history, but that's sure that we are not equal, in world, with Apple customer support. France is not so great, I don't know for your country.
The only thing I think is that Apple should take care of us, as we have some unacceptable issues, for An Apple Product...
Since 1996, when Apple was almost dead, saved by Bill Gates investment !!! , I have every year promote it, and it was not easy, but I have bring to Apple between 3 to 10 customers each year..
since One year, I have stop that, because I don't believe anymore in Apple product's superiority .
Oh, yes, on the paper, it's better, the system is really good. But the overall experiment can be so bad that I don't want to loose friends, or customers...
I don't say it's always bad : I just say that it CAN BE SO BAD and that Apple DON'T take care of that...
so, for your computer, open it, check it a lot, may be it's too late, but for instance, you talked about a fan, I have solved that case just by putting oil on the fan's axe...
good luck -
Bad customer service and warranty question.
I called a couple days ago to see if could get my lcd bezel fixed, since it just started to crack and the bottom (basically the back of the lid when it's close) for no reason at all. if i dropped it or did something to break it, i wouldn;t even bother calling. but it just started doing this naturally so i;m worried that there might be a bigger problem. i didn't think it was a big deal, and i do have a warrenty for a reason, so i thought i might get it fixed before it runs out and the problem gets worse.
To be clear, i have the warranty that came with the machine. I called Lenovo expecting the same great service, but i got something completely different. I explained my problem and the women just started speaking at a really loud voice "it's going to cost you $995 to get it fixed, Do you still want to do that" I told her that i thought that my machine is still under warranty and she told me that is not covered.
Since i have my thinkvantage tool open to get the model number and everything, i can see that i have 60+ days left. so i told her that and she comes back with "let me check your warranty." I'm a very patient person and rarely get mad, but at this point i was kind of confused and mad that she would just give me an answer without checking. she told me that i was not covered with accidental damage and i don't think i am. But when i told her that the damage is not by accident, she got very defensive and told me a lot of stuff i couldn't make out. such as "it will still cost you 995 dollars and it would just be a waste of time to send in your machine and get it sent back. and that all damage plastic wise, will count as accidental damange and if there is no damage, they send it back, it;s still gonna cost 995 dollars. This is all i could understand, since she was being loud and her voiced cracked over the phone.
To replace a piece of pastic should not cost anywhere near 995 with or without warranty
so i guess after complaning for this long, here is the real question.
Is that true, that the warranty that you get when you buy a machine does not cover plastic damage because it would be part of accidental and you do not get accidental protection when you buy the machine, even when the damage was not the result of an accident. this is not even a week after they replaced my power adapter and HDD.
I do plan to call back, but wanted to see if i can get a straight forward answer before i do.
ThanksEscalate your complaint to the customer service satisfaction officer.
There is no warranty agreement in your warranty booklet, which explicitly states that case or plastics fitting is not covered. In such cases, one should assume that it is covered, provided that you did not damage the part yourself.
Regards,
Jin Li
May this year, be the year of 'DO'!
I am a volunteer, and not a paid staff of Lenovo or Microsoft -
BT "customer service" and Call centre processes......
I have been having intermittent drop outs on my wifi network for about 2-3 weeks now. I have a laptop, desktop and two notebooks connected (not all the time). So i took my laptop to a friend to check if it were the PC that was causing the issue, not surprisingly it did not. As the remaining 3 networked PC's also had a common problem, it made sense that a common fault existed. Therefore either the line into the house or the router was at fault. so, I checked the helpful BT step by Step checklist in regards fault finding - all checked out - but then again why wouldn't it as the fault is intermittent.
As we have had no audible issues (checked with neighbours in case the telephone exchange was faulty), I phoned the "helpdesk. Got a nice guy called Abhay, who diligently went though his spiel. After 25 minutes of me trying to explain that the fault was intermittent and that all I wanted was a new reliable router sending out (the current one is 2 years old) we arrived at this conclusion (and confirmed by his supervisor).
1. I would need to be in front of my PC and home router to go through one of his technical colleagues checklists.
2. The fault was recorded on my Call Centre Notes as intermittent and that it may not repeat under test conditions
3. Upon completion of the checklist regardless of the outcome of the troubleshooting, I was to request a replacement router be sent out - a fact also recorded on my call centre notes.
4. It was confirmed that this was the case that the check list would need to be completed but regardless of the outcome a router would be despatched immediately upon conclusion, "as it probably was the router given the fault and age".
I asked then, why it was necessary to call back and waste my time and bt resource ticking a box if the act of ticking the box has not influence on the outcome. All I want is a new router (and a good reliable service) which will be forthcoming after the fruitless box ticking exercise. I asked if he would be able to just send me a router now, he said not. I asked if I could escalate to someone who could authorise a new router, he said not. So I have to phone back and waste more time to get what we all know will be the eventual outcome.
I know there are processes, but why are there not supervisors/managers in BT who can a) think about customer expectations, b) consider the impact on customer’s time and BT resource in regards rigidity, c) think beyond a checklist, d) satisfy the needs of their customers?
I bet that bloke out of "my family" never has this issue - and don't get me started on Infinity....Virgin media is beginning to look more and more appealing (never had a problem with Virgin customer services in the past - holidays, mobile and healthcare - there is a theme about brand evangelists and customer loyalty here. Virgin treat their customers as honoured guests where you (BT) seem to think you have a god given right to provide service and customers are loyally bound to the brand – I have been a BT customer as long as I’ve owned my house (25 years ish), and remained loyal but this is not the way customers should be treated.These people don't give a hoot. It's not about "developing a customer relationship" or meeting basic expectations.
Customers are treated as problems -- to be palmed off with a line (I have heard multiple stories as to what my oustanding fault is (2 months now and I phone every few days)).
They don't appear to communicate at all with each other -- even if you have phoned up every few days for months they will act as if that is the first time you have phoned. You will be asked the same questions again and again -- what type is your line box I have answered probably a dozen times recently. What is your telephone number when you have already dialled it in. I even went through a month or so last year when they were denying I was a customer. They don't record anything. They are completely disorganised. They go through the motions of a line test again and again to seem to be effectual. The indians are apologetic and you can believe it -- but the British aren't.
I think you've hit it on the head that the culture of the state owned monopoly BT has perpetuated (at least in the UK). They think we owe them a living. -
Customer Service - handling Warranty process for Materials
Our Business,
1. Our Plant is 1000 - sold a Equipment to a Customer "C100"
2. A Material is broken in the part of Equipment - where the Material[M100] is under Warranty.
3. This Material[M100] is received in Plant 1000.
4. Then this Material[M100] is transferred to Plant 2000[Service Plant]
5. Material[M100] is serviced in Plant 2000 then transferred to Plant 1000.
6. Then this Material[M100] is given to the Customer from Plant 1000 in free of cost as the Material is under Warranty.
"Here in Step 5. We have to know the cost of expenses for Service, that can be posted to Cost Center. Cost must not post to Material after Service as this is given to the Customer as free of cost.
We have to Map this Business in SAP.
Please suggest best fit for above Business Scenario
Thanks
RajaHi ,
thanks for your response. If you can provide me more specific details of this scenario without having PM/CS orders for warranty claim that would be great.
We want to track , maintain & raise claim for warranty parts in the system for serialised materials; also need to send parts to vendor at zero cost and receive back in the system - we will not be using SAP PM . so any inputs on how to develop this process with warranty functionlities in such scenarios will be very helpful.
looking forward for more relevent responses..
Thanks
Krish -
Customer Service - Assigning Warranty to an Equipment
Hi Consultants,
I am new to CS module.
Please help me understand where and how to assign warranty to an Equipment/ Serial number.
Are there any changes to be made in SPRO?
If changes done in SPRO, can i get the Warranty pop-ups of the equipment while goods return to create a Service Notification/Service order/ Billing?Hi,
Try by defining activity and assigning to notification type for Installation after service confirmation,
Or do separately process using the Repair order processing. Please Ref. the following link:
http://help.sap.com/saphelp_46c/helpdata/en/ae/6480d1d08011d2b5380000e8a4bb0c/frameset.htm
Regards
DSR
Edited by: D.Srinivasa Rao on Oct 28, 2011 10:59 AM -
Nokia customer service support - Warranty claim fo...
Just finished being online with one of the support staff at Nokia USA's phone number, with a thick mumbling accent, and obviously having a hard time understanding english.
Anyway lens shutter is falling apart, due to build quality issue or design issue, and I've wasted 30 minutes of my life to try to explain to the agent that I need a new back cover/battery cover due to this.
He want's the whole damn phone sent in, and to keep it for 2-3 weeks plus shipping time, and has just spent the last 25 minutes of our lives telling me how to navigate the NokiaUSA website, with incorrect script trying to find his RMA submission request form.
Sometimes its just cheaper to say ok. Nokia could've finished the issue in 5 minutes by taking down my imei, and then saying "we'll send you a replacement cover".
Lord. Is that what we spend $500 on? Nokia warranty service and support is not worth a nickle.Thanks, I'm just trying to get an application I bought from the Ovi store (peggle). After a long email exchange with Ovi support, they sent me the application for the Nokia 6300 while I have a 5800 XM. Their telephonic support is quite bad technically (I was disconnected in 4 out of the 7 calls and connected to the wrong language in the other 2) and again they sent me the 6300 version.
So what I would like to do is to raise this to a higher level where they might actually pay atention to what I've written. I've filled out the customer satisfaction survey. Maybe that will help. -
Complaint about your customer service for warranty
Hi, My case number is 8005220794. You received my laptop on 7-14 for repair under warranty. I call you guys several times. I was told that you have no repair part. After all, you told us you were going to refund. Again I had to call the customer relation specialist several times. We always had to leave messages. When he called back first time, he didn't want to work with my wife. I'm busy like you. I can't take a random call while I'm working.Second time, he asked a print of receipt, and I sent it. Last time, you called us to ask about the dealer name/phone number. And, I'm tired now. I'm not sure how long this will take more to settle this case down. Is there anytime line or something? or should I wait for months or years??
Ian,
We have one of the best customer relation specialists on your case. As soon as he receives the information requested, he will be able to move forward to resolve this case. Please let me know if you require additional help. -
Misuse of clause in extended warranty of laptop by service centre to harass and cheat customer
Please read it completely as this is from a Frustrated, Harassed, Cheated customerThis is with reference to case ID: 4756281406-471. The laptop against this case ID is under extended warranty. This laptop was given for repair to MI road Jaipur service centre of HP on 20th July 2015.My complaint is regarding the way your authorised service centre treats customer, as In spite of everyday following them up, till Saturday i.e. 25th July 2015 they kept on saying that mail regarding motherboard change has been sent & acceptance from authorities is still awaited. After chasing thru the call centre, very conveniently unilaterally they put the blame on customer that extended warranty is voided as they found liquid spillage on mother board. Because for the laptop under extended warranty your service station does not tell or show to customer that laptop has been mishandled by customer when they are accepting the laptop for repair. Subsequently after keeping the laptop at their service station they conveniently later blame customer for mishandling under the clause that, the standard warranty does not extend to any HP Hardware Product that has been damaged or rendered defective as a result of accident, misuse, liquid spills, abuse, contamination, or other external causes.Poor honest customer like me who has not mishandled the laptop feels cheated. The service centre did not show/tell me any kind of mishandling when they received the laptop from me and then after keeping the laptop in service station they unilaterally decide that customer has mishandled.For laptop under extended warranty when the service centre know that such clause exists why they are not making the provision of showing at the time of accepting the laptop from customer, that the fault is due to mishandling of laptop by customer.I also forwarded this information to [email protected] but did not receive any reply from them. Is this the way HP treats its customer that they do not have courtesy to reply customer mail.I will be using a few harsh words against your after sales service setup. I will request you to pardon me for that. May be you are not aware of these activities being done at your service centre. As an honest and aware customer I would like to bring certain aspects to your notice.I have never mishandled this laptop. Your service centre is telling a lie. In case any mishandling has been done it is at your service station. Please take action to stop this kind of fraudulent activities at your service centre. This kind of harassment to customer will make customer run away from hp Laptops.For laptop under extended warranty please make provision at service centres of showing at the time of accepting the laptop from customer, that the fault is due to mishandling of laptop by customer. Otherwise stop such extended warranty schemes. I purchased your laptop only due to extended warranty scheme. If this scheme was not their then I would not have purchased hp laptop.I know HP is a big company; they do not bother about small customer. But still I would like to hope you will take out some time to look into this case specifically. My laptop is still at the service station in Jaipur and I hope you will do the needful to repair my laptop free of cost as it is in extended warranty. I did not mishandle laptop and your service centre did not show/tell me of my mishandling at the time of receiving laptop. From Frustrated, Harassed, cheated customer
Hi , I just sent you a private message. If you are not sure how to check your forum messages, this post has instructions.
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Customer service(CS)
Hi Gurus,
Where can i cofigure Service material(LEIH) to activity types in CS?
Quick help will be appreciated.
Regards,
Vikasdear vikas
Customer Service (CS)
Contents
Customer Service (CS)..................................................................................8
Overview...................................................................................................................................9
Customer Service (CS) in IDES.............................................................................................10
Introduction........................................................................................................................11
Organization.......................................................................................................................12
Characteristic Values and Special Features.......................................................................14
Note for IDES Processes in the Customer Service Area....................................................18
Service Processing................................................................................................................19
Selling a Serialized Product and Creating an Equipment Master Record........................20
Data Used During This Process..........................................................................................21
Creating a Sales Order for a Serialized Product.................................................................22
Creating a Delivery..............................................................................................................23
Creating a Billing Document................................................................................................25
Checking the Sales Document Flow (Optional)..................................................................26
Creating the Equipment Data..............................................................................................27
Related IDES Processes.....................................................................................................29
Service Management - Spare Part Delivery.........................................................................30
Data Used During This Process..........................................................................................31
Creating a Service Notification and a Spare Parts Order...................................................32
Creating a Spare Parts Order.............................................................................................34
Creating the Billing Document............................................................................................35
Performing a Service Order and Billing...............................................................................36
Additional Process Information...........................................................................................38
Data Used During This Process..........................................................................................41
Creating the Initial Situation................................................................................................42
Entering a Problem Notification and Creating a Service Order..........................................43
Processing a Service Order................................................................................................45
Confirming a Service Order.................................................................................................47
Creating a Billing Request (Resource-Related Billing).......................................................50
Creating a Billing Document................................................................................................52
Settling and Completing the Service Order.........................................................................53
Displaying Line Items in Profitability Analysis.....................................................................55
Displaying a CS Report in Profitability Analysis..................................................................57
Returns and Repair Processing............................................................................................59
Additional Process Information...........................................................................................60
Data used during this Process............................................................................................63
Activating the QM Check.....................................................................................................64
Creating the Service Notification and the Repair Request.................................................66
Posting the Goods Receipt of a Piece of Equipment to be Repaired.................................68
Processing the Technical Check.........................................................................................70
Displaying the Repair Request and the Service Order.......................................................71
Editing the Service Order....................................................................................................72
Processing and confirming the Service Order....................................................................73
Technically Completing the Service Order..........................................................................76
Delivering the Repaired Piece of Equipment......................................................................78
Creating the Billing Request................................................................................................79
Invoicing the Repair Request..............................................................................................80
4 April 2001
SAP AG Customer Service (CS)
Settling and Completing the Service Order.........................................................................81
Analyzing the Result of the Repair request.........................................................................83
Deactivating the QM Check................................................................................................84
Creating a Service Order from a Sales Order......................................................................85
Additional Process Information...........................................................................................86
Data Used During This Process..........................................................................................88
Entering a Customer Notification and Creating a Service Order........................................90
Setting an Service Order to.................................................................................................93
Processing the Service Order.............................................................................................95
Settling the Service Order...................................................................................................98
Invoicing the Sales Order....................................................................................................99
Analyzing the Cost Report in the Sales Order..................................................................100
Settling the Sales Order....................................................................................................101
Analyzing Line Items in the Financial Statement..............................................................102
Processing Telephone Calls in a Call Center....................................................................104
Data Used During This Process........................................................................................105
Preparations: Assigning the CIC Profile............................................................................106
Preparation: Defining the Work Center.............................................................................108
Processing a Customer Call (Variant A)...........................................................................109
Processing a Customer Call (Variant B)...........................................................................112
Service Contracts.................................................................................................................114
Processing Service Contracts with Periodic Billing.........................................................115
Data Used During This Process........................................................................................116
Creating and Delivering Sales Orders..............................................................................117
Creating the Equipment Master Record............................................................................120
Creating Service Contracts for Maintenance of Customer Equipment.............................122
Maintaining Price Agreements in the Service Contract....................................................123
Service Processing and Resource-Related Billing (optional)...........................................124
Performing Periodic Billing Document..............................................................................125
Settlement of Service Contracts.......................................................................................127
Creating Service Contracts (Nonconfigurable).................................................................129
Creating Service Contracts with a Configurable Service Package...................................131
Creating Service Contracts with a Preconfigured Service Package.................................133
Displaying Line Items in Profitability Analysis...................................................................135
Displaying a CS Report in Profitability Analysis................................................................137
Service Processing and Resource-Related Billing with a Service Contract..................139
Data Used During This Process........................................................................................140
Creating a Service Order from a Notification....................................................................141
Assigning Components and Releasing a Service Order...................................................144
Posting Goods Issues for a Service Order........................................................................145
Confirming a Service Order...............................................................................................146
Creating a Billing Request.................................................................................................147
Creating a Billing Document from a Billing Request.........................................................149
Settling the Costs of the Service Order to the Service Contract.......................................150
Spare Parts Delivery with a Service Contract...................................................................153
Additional Process Information.........................................................................................154
Data Used During This Process........................................................................................155
Creating a Service Notification and a Spare Parts Order.................................................156
Creating a Spare Parts Order...........................................................................................158
Creating the Billing Document..........................................................................................159
Controlling...........................................................................................................................160
April 2001 5
Customer Service (CS) SAP AG
Controlling for Services.......................................................................................................162
Additional Process Information.........................................................................................164
Data Used During This Process........................................................................................165
Displaying a CS Report in Profitability Analysis................................................................166
Displaying Line Items........................................................................................................168
Executing an Existing Report in Profitability Analysis and Getting to Know Reporting Functions.....................................................................................................................169
Additional Process Information...............................................................................170
Data Used During This Process.............................................................................171
Setting Up Parameters in Your User Profile...........................................................172
Selecting a Report in CO-PA..................................................................................173
Drilling Down to the Lowest Level (Including Line Item Detail)..............................175
Line Item Analysis (Including Integration with MM and SD)...................................179
Report-Report Interface..........................................................................................181
Displaying Attributes...............................................................................................182
Hit Lists...................................................................................................................183
Changing the Report Currency...............................................................................184
Displaying and Creating Exceptions.......................................................................185
Workflow in Customer Service...........................................................................................187
Workflow - Service Management........................................................................................188
Additional Process Information.........................................................................................189
Data Used During This Process........................................................................................190
Logging the Service Notification.......................................................................................191
Processing and Completing the Service Notification........................................................192
6 April 2001
SAP AG Customer Service (CS)
April 2001 7
Customer Service (CS) SAP AG
Customer Service (CS)
Customer Service (CS)
Overview
Customer Service (CS) in IDES
Service Processing
Selling a Serialized Product and Creating an Equipment Master Record
Service Management - Spare Part Delivery
Performing a Service Order and Billing
Returns and Repair Processing
Creating a Service Order from a Sales Order
Processing Telephone Calls in a Call Center
Service Contracts
Processing Service Contracts with Periodic Billing
Service Processing and Resource-Related Billing with a Service Contract
Spare Parts Delivery with a Service Contract
Controlling
Controlling for Services
Workflow in Customer Service
Workflow - Service Management
8 April 2001
SAP AG Customer Service (CS)
Overview
Overview
Customer Service (CS) in IDES
April 2001 9
Customer Service (CS) SAP AG
Customer Service (CS) in IDES
Customer Service (CS) in IDES
The following documentation displays the organization of the Customer Service in IDES as well as the embedding of this service organization into the complete IDES enterprise. Above that, you will get an overview on the characteristics and specifications of the Customer Service module within IDES.
Introduction
Organization
Characteristic Values and Special Features
Note for IDES Processes in the Customer Service Area
10 April 2001
SAP AG Customer Service (CS)
Introduction
Introduction
The IDES AG produces PC workstations for use in commercial or technical areas. The enterprise offers services for these products (installation, maintenance, repair). For some customers, the service agreements are determined via service contracts. Other customers, however, order services individually. The service measures are carried out either in the IDES service plant or at the customer location.
April 2001 11
Customer Service (CS) SAP AG
Organization
Organization
Planning Plant
The workstations are produced in the Dresden plant (1200) of the IDES AG (production plant). This plant is responsible for the planning and preparation of service measures (maintenance planning plant). The service measures are also executed in plant 1200.
Plant
Description
1200
Dresden
Work Center
Service technicians are collected into service groups using work places.
Work center
Description
Assigned Technician (personnel number)
PC-SERV
TS technician north (DE)
1522, 1523,1525, 1528, 1529
PC-SERVS
TS technician south (DE)
1504, 1505, 1500
PC-REP
Repair center
1955, 1956
PC-HELP
Help desk
1957, 1958
Planner Groups
There are three planner groups in the service plant that are responsible for materials planning for the work centers.
Planner group
Description
200
Service north
201
Service south
202
Repair service
Sales Organization in the Service Area
The sale of services and spare parts is handled by sales organization 1000. All sales activities in the service area are represented in this sales organization through an individual distribution channel. Sales in IDES occur across divisions through division 00. The following table lists the combinations of sales organization, distribution channel, and division that represent the sales area. This is used to enter all contracts, replacement part orders and other sales orders in the service area.
Organizational Unit
Key
Description
Sales organization
1000
Germany
Distribution channel
14
Service
Division
00
Cross-divisional 12 April 2001
SAP AG Customer Service (CS)
Organization
Integration with Financial Accounting
Service plant 1200 is assigned to company code IDES AG. Within this company code, the service represents its own business area. The service objects are assigned to this company code and business area. This assignment is transferred to a service order for this object. For service contracts, replacement part orders, and other sales orders, business area 8000 is derived from the sales area 1000/14/00.
Organizational Unit
Key
Description
Company code
1000
IDES AG
Business area
8000
External service
Integration with Controlling
Company code 1000 belongs to controlling area 1000 (Europe). From the Profitability Analysis perspective, this controlling area belongs to operating concern IDEA.
Organizational Unit
Key
Description
Controlling area
1000
CO Europe
Operating concern
IDEA
Operating concern IDES global
Integration with Materials Management
From the Materials Management perspective, all materials used for service measures are administered in plant 1200. Replacement parts and external services are procured via sales organization 1000.
Organizational Unit
Key
Description
Plant
1200
Dresden
Warehouse
0001;
1500 to 1507
Material storage;
Service vehicles 1 to 8
Purch. organization
1000
IDES Germany
April 2001 13
Customer Service (CS) SAP AG
Characteristic Values and Special Features
Characteristic Values and Special Features
Service Customer
IDES provides services for external customers. Long-term contracts exist for specific customers to process the service agreements.
Customer number
Name
Service contracts
1032
Institute for Environmental Studies
Yes
1034
ERL Freiburg
Yes
1171
Hitech AG
No
1172
CBD Computer Based Design
Yes
1177
Computer Competence Center AG
No
2141
Jaspers Computer
Yes
Service Objects
Equipment
IDES uses equipment as technical reference objects for services. An equipment master record exists for each workstation delivered to a customer. This means that each work station is an individual, physical object, which is viewed individually from the service perspective. The equipment master record also has serialization data (a unique combination of material number and serial number). This ensures that the equipment is also recorded for stock purposes as a serialized material.
Functional Locations
The equipment delivered to the customer is included in a functional location. The functional locations are used to organize the customers company structure according to functional and spatial viewpoints. Assuming that a hierarchical structure exists, the following list shows the highest level of the relevant location hierarchy.
Functional Locations
Description
1171
Hitech
1172
CBD Computer Based Design
1177
Computer Competence Center AG
1032
Institute for Environmental Studies
1034
ERL Freiburg
2141
Jaspers Computer
14 April 2001
SAP AG Customer Service (CS)
Characteristic Values and Special Features
Bills of Materials
The BOM of this material is used to describe the structure of the service object. This material BOM is indirectly assigned to each equipment through the construction type entered in the equipment master record. The BOM is also used to enter components and spare parts in Service Management.
The following list describes the BOM of material R-1001:
Material
Description
R-1001
Maxitec R-3100 Personal Computer
Component
Description
R-1111
Main circuit board 3100
R-1120
Cable 220/235 V with safety plug
R-1130
Keyboard, English international
R-1140
PAQ screen, 17, color
R-1150
Floppy disk drive, 3.5, HD
R-1160
Hard disk, 4.3 GB
R-1170
Slimline PC casing
Service Products
The services provided by IDES are described as service products using a product master record. In those cases in which the characteristic attributes of the given service have varying characteristics, the services are offered as either configurable or pre-configured products.
The following list shows the material numbers of the service products used in the IDES services:
service product
Description
Comment
HOTLINE_SERVICE
Hotline service
Configurable
HOTLINE_SERVICE_A
Hotline service package A (Mo-Fr/3h)
Pre-configured
HOTLINE_SERVICE_B
Hotline service package B (24h/3h)
Pre-configured
PC_SERVICE_CONF
PC Service
Configurable
PC_SERVICE_CONF
PC Service plus
Pre-configured
REPAIR_SERVICE
Desktop repair service
INSPECTION_SERVICE
Inspection service
Configurable
SM-PCREP
PC repair
SM-NETINST
Network installation
Configurable
April 2001 15
Customer Service (CS) SAP AG
Characteristic Values and Special Features
Service Contracts
IDES contains all the service contracts listed in the table below. The table lists the customer number and the characteristic attributes of each contract. The technical reference object of the contracts is the functional location. Provided that a location hierarchy exists, the highest level of this hierarchy is the reference object. The contract therefore comprises all equipment included in a functional location of the customer.
Document number
Customer
Characteristic attribute
40000073
1032
Configurable service product
Transfer from response profile and service profile to service notifications
Variant conditions
Price agreement in the form of a percentage discount for individual spare parts
Reference object = functional location 1032
40000074
1034
Configurable service product
Transfer from response profile and service profile to service notifications
Variant conditions
Price agreement in the form of a percentage discount for individual spare parts
Reference object = functional location 1034
40000075
1172
Pre-configured service product
Transfer from response profile and service profile to service notifications
Price agreement in the form of a percentage discount for the material group spare parts and for individual spare parts; Condition exclusion for transfer to spare parts orders or for resource-related billing
Reference object = functional location 1172
40000076
2141
Simple service product
Price agreement in the form of a 100 % discount for the material group spare parts
Reference object = functional location 2141
16 April 2001
SAP AG Customer Service (CS)
Characteristic Values and Special Features
Periodic Billing and Settlement
The service contracts available in IDES are billed and settled monthly by job processing. This automated periodic billing and settlement ensures that the sales information system and Profitability Analysis are continually supplied with data from Service Management.
The billing and settlement is executed by the jobs SM_01 and SM_02, which are automatically started by the system at the beginning of each month with the user name IDADMIN (see System → Services → Jobs → Job Overview).
April 2001 17
Customer Service (CS) SAP AG
Note for IDES Processes in the Customer Service Area
Note for IDES Processes in the Customer Service Area
Each IDES process in the area of Customer Service can be executed using data existing in the system, independently from other processes. The sequence of the processes, however, also enables you in some processes to use data that you created in a preceding process. If this is the case, the accompanying process documentation describes both possibilities.
In the process for the controlling of services, the report displays current data even if the preceding processes have not yet been executed. This is because the service contracts in IDES are billed and settled automatically each month.
18 April 2001
SAP AG Customer Service (CS)
Service Processing
Service Processing
Selling a Serialized Product and Creating an Equipment Master Record
Customer Service - Spare Part Delivery
Performing a Service Order and Billing
Returns and Repair Processing
Creating a Service Order from a Sales Order
Processing Telephone Calls in a Call Center
April 2001 19
Customer Service (CS) SAP AG
Selling a Serialized Product and Creating an Equipment Master Record
Selling a Serialized Product and Creating an Equipment Master Record
Purpose
The customer orders a personal computer. During outbound delivery, serial numbers are used to determine which individual units of the material are to be delivered to the customer. IDES uses equipment as the technical reference object for service processing. This means that you need to create additional equipment data following the outbound delivery to a customer.
Process Flow
You can find the data for this process under .
1. Creating a Sales Order for a Serialized Product
2. Creating a Delivery
3. Creating a Billing Document
4. Checking the Sales Document Flow (Optional)
5. Creating the Equipment Data
6. Related IDES Processes
20 April 2001
SAP AG Customer Service (CS)
Data Used During This Process
Data Used During This Process
Field
Data
Description
Order type
TA
Order type (SD)
Sales organization
1000
Sales organization (SD)
Distribution channel
10
Distribution channel (SD)
Division
00
High-tech division (SD)
Sold-to party
1171
Customer number
Material
R-1001
Desktop Computer
Plant
1200
Warehouse number
012
Warehouse Dresden / Atlanta
Business area
8000
Business area
Maintenance planning plant
1200
Planning Plant (PM)
Maintenance plant
1200
Maintenance Plant (PM)
April 2001 21
Customer Service (CS) SAP AG
Creating a Sales Order for a Serialized Product
Creating a Sales Order for a Serialized Product
1. Call up the transaction as follows:
Menu Path
Logistics → Sales and Distribution → Sales → Order → Create
Transaction Code
VA01
2. Enter the following data:
Field
Data
Order type
TA
Sales organization
1000
Distribution channel
10
Division
00
3. Choose .
4. Enter the following data:
Field
Data
Sold-to party
1171
Purch. order no.
TA-1171-SM
Req. deliv. date
Current date + 7 working days
Material
R-1001
Order quantity
2
5. Choose .
6. In the dialog, box choose .
The system produces a BOM explosion. This generates additional items which serve as an explanation.
7. Choose the Shipping tab page, and note the material staging date of the first item.
8. Choose .
9. Make a note of the sales order number.
10. Choose until the overview tree appears.
11. In the dialog box, choose No.
22 April 2001
SAP AG Customer Service (CS)
Creating a Delivery
Creating a Delivery
1. Call up the transaction as follows:
Menu Path
Logistics → Sales and Distribution → Shipping and Transportation → Outbound Delivery → Create → Single Document → With Reference to Sales Order
Transaction Code
VL01N, LT03
2. Enter the following data:
Field
Data
Shipping point
1200
Selection date
Material staging date
Order
Sales order number
From item
No entry
To item
No entry
3. Choose .
You now see the overview screen for the delivery document.
4. Select the first item, then choose Extras → Serial numbers.
The Maintain Serial Numbers dialog box appears.
5. Choose .
6. In the Serial number selection screen area, enter the following data:
Field
Data
Plant
1200
Storage location
0001
7. Choose .
The system produces a list of serial numbers occurring in the specified plant and storage location.
8. Select the first two entries in the list, then choose .
9. Make a note of the selected serial numbers.
10. Choose .
11. Choose Subsequent functions → Create transfer order.
12. In the dialog box, choose Yes.
13. Enter the following data:
Field
Data April 2001 23
Customer Service (CS) SAP AG
Creating a Delivery
Warehouse number
012
Plant
1200
Delivery
Proposed by the system
Foreground/Background
Background
Adopt picking quantity
2
14. Choose .
15. Note the delivery number.
The system creates a transfer order for picking the delivery quantities. The option 2 (Adopt picking quantity) means that the goods issue is posted immediately for that delivery.
16. Choose until the overview tree appears.
24 April 2001
SAP AG Customer Service (CS)
Creating a Billing Document
Creating a Billing Document
1. Call up the transaction as follows:
Menu Path
Logistics → Sales and Distribution → Billing → Billing Document → Create
Transaction Code
VF01
2. Enter the following data:
Field
Data
Document
Your delivery number
3. To display the overview of the billing item, choose .
4. To create the billing document, choose .
You see the number of the new billing document. The system posts the corresponding accounting documents in the background.
5. Choose until the overview tree appears.
April 2001 25
Customer Service (CS) SAP AG
Checking the Sales Document Flow (Optional)
Checking the Sales Document Flow (Optional)
1. Call up the transaction as follows:
Menu Path
Logistics → Sales and Distribution → Sales → Order → Display
Transaction Code
VA03
2. Enter the following data:
Field
Data
Order
Your sales order number
3. Choose .
You now see the document flow for all documents involved in this sales process. To display any of the documents, position your cursor on the relevant line, then choose Display document.
4. Choose until the overview tree appears.
26 April 2001
SAP AG Customer Service (CS)
Creating the Equipment Data
Creating the Equipment Data
Use
When the PC has been delivered to the customer, you create equipment data for the individual items.
Procedure
1. Call up the transaction as follows:
Menu Path
Logistics → Customer Service → Technical Objects → Serial Numbers → List Editing → Change
Transaction Code
IQ08, IQ02
2. Enter the following data:
Field
Data
Material
R-1001
Current customer (in the Serial number selection screen area)
1171
3. To start the serial number selection, choose .
4. Select the serial numbers you have noted.
5. Choose .
6. Choose Equipment view.
You can also maintain the equipment data.
7. Choose the Sales and Distribution tab page.
8. Enter the following data:
Field
Data
Sales org.
1000
Distrib. channel
14
Division
00
9. Choose the Organization tab page.
10. To confirm possible warning messages, choose .
11. Enter the following data:
Field
Data
Company code
1000
Business area
8000
Planning Plant
1200
Planning group
200
April 2001 27
Customer Service (CS) SAP AG
Creating the Equipment Data
Main WorkCtr
PC-SERV / 1200
Catalog profile
PC
12. Choose .
13. To confirm possible warning messages, choose .
14. Choose .
You can now process the second serial number. Make the same entries for this serial number.
15. Choose until the overview tree appears.
28 April 2001
SAP AG Customer Service (CS)
Related IDES Processes
Related IDES Processes
You could now continue with one of the following business processes:
1. Customer Service - Spare Part Delivery
2. Processing a Service Order and Billing
3. Returns and Repair Processing
April 2001 29
Customer Service (CS) SAP AG
Service Management - Spare Part Delivery
Service Management - Spare Part Delivery
Purpose
The customer reports a damaged part on a piece of equipment. The information about the equipment, customer, and damage is stored in a service notification. The object information screen displays the structure of the equipment (material number of the spare parts).
A sales order is generated directly from the notification and processed when the spare part information is entered. When the notification is saved, the sales order is also saved in the background.
Process Flow
You can find the data for this process under .
1. Creating a Service Notification and a Spare Parts Order
2. Creating a Spare Parts Order
3. Creating a Billing Document
Instead of working with the defaulted equipment number, you can also create your own equipment number if you first run the process Selling a Serialized Product and Creating an Equipment Master Record .
30 April 2001
SAP AG Customer Service (CS)
Data Used During This Process
Data Used During This Process
Field
Data
Description
Warehouse number
012
Warehouse Dresden or Atlanta
Plant
1200
Plant of the model company
Material number
R-1001 R-1120
Desktop Computer cable / spare part
Sales organization
1000
Sales organization (SD)
Distribution channel
14
Distribution channel (SD)
Division
00
Division (SD)
Sold-to party
1171
Customer number
Equipment
10003562 or equipment from previous process
Equipment (PM)
Planning plant
1200
Planning plant (PM)
April 2001 31
Customer Service (CS) SAP AG
Creating a Service Notification and a Spare Parts Order
Creating a Service Notification and a Spare Parts Order
1. Call up the transaction as follows:
Menu Path
Logistics → Customer Service → Service Processing → Notification → Create (Special) → Problem Notification
Transaction Code
IW54
2. Enter the following data:
Field
Data
Equipment
10003562 or equipment from previous process 3. Choose .
4. Choose the Contact person address tab page.
5. Enter the following data:
Field
Data
Description (notification)
Defective cable, replacement required.
Contact person
Choose a contact person using the F4 help
You access the list of contact persons by positioning your cursor in the second entry field of the Contact person line and choosing the F4 help button.
In the Hit List dialog box, position your cursor on a contact person and choose .
6. Choose .
7. To check the object information for your equipment, in the Reference object section, choose .
8. In the Object Information dialog box, choose (Obj. Display section).
The system displays information about spare parts that you can use for your object.
9. To return the to the Create Service Notification: Service Notification screen, choose , then choose.
10. To create the spare parts order for the customer equipment directly from the service notification, choose Service notification → Create sales order → Standard.
11. Enterr the following data:
Field
Data
Purch. order no.
ERS-1171-SM
Material
R-1120
Order quantity
1
32 April 2001
SAP AG Customer Service (CS)
Creating a Service Notification and a Spare Parts Order
12. Choose .
13. Choose the Shipping tab page and note the material availability date.
14. Choose .
15. Choose .
The system saves the notification and the sales order. Make a note of the notification and sales order numbers.
16. Choose until the overview tree appears. In the dialog box, choose No.
April 2001 33
Customer Service (CS) SAP AG
Creating a Spare Parts Order
Creating a Spare Parts Order
1. Call up the transaction as follows:
Menu Path
Logistics → Sales and Distribution → Shipping and Transportation → Outbound Delivery → Create → Single Document → With Reference to Sales Order
Transaction Code
VL01N, LT03
2. Enter the following data:
Field
Data
Shipping point
1200
Selection date
Material availability date
Order
Number of your order
From item
No entry required
To item
No entry required
3. Choose .
4. Choose Subsequent functions → Create transfer order.
5. In the dialog box, choose Yes.
6. Enter the following data:
Field
Data
Warehouse number
012
Plant
1200
Delivery
Proposed by the system
Foreground/background
Background
Adopt pick. quantity
2
7. Choose .
The system creates a transfer order for picking the delivery quantity. The option 2 (Adopt picking quantity) means that the goods issue is posted immediately for that delivery.
8. Note down your delivery number.
9. Choose until the overview tree appears.
34 April 2001
SAP AG Customer Service (CS)
Creating the Billing Document
Creating the Billing Document
1. Call up the transaction as follows:
Menu Path
Logistics → Sales and Distribution → Billing → Billing Document → Create
Transaction Code
VF01
2. Enter the following data:
Field
Data
Document
Your delivery number
3. To display the overview of the billing items, choose .
4. Choose .
The system posts the corresponding accounting documents in the background.
5. Choose until the overview tree appears.
April 2001 35
Customer Service (CS) SAP AG
Performing a Service Order and Billing
Performing a Service Order and Billing
Purpose
In response to a problem notification, a service order is created for the repair of an installed equipment at the customer site. After completion of the service order, the repair is billed to the customer.
You can find more information about this process under .
Process Flow
You can find the data for this process under .
1. Creating the Initial Situation
2. Entering a Problem Notification and Creating a Service Order
3. Processing a Service Order
4. Confirming a Service Order
5. Creating a Billing Request (Resource-Related Billing)
6. Creating a Billing Document
7. Settling and Completing the Service Order
8. Displaying Line Items in Profitability Analysis
9. Displaying a CS Report in Profitability Analysis
Instead of working with the default equipment number, you can also create your own equipment number if you first run the Selling a Serialized Product and Creating an Equipment Master Record process.
36 April 2001
SAP AG Customer Service (CS)
April 2001 37
Customer Service (CS) SAP AG
Additional Process Information
Additional Process Information
The following, additional information is aimed at IDES users who are already with familiar with Customizing for the application components CS (Customer Service) and SD (Sales and Distribution). The aim is to show the billing of a service order from a Customizing perspective using the data contained in this process. Because this text refers to this IDES demo, you should read it after completing the process flow.
Dynamic Item Processor Profile (DIP Profile)
Derivation of Sales Materials
When you execute the service order, costs are incurred due to internal activities, external activities, or material consumption. These costs are posted to the service order, where they form the basis for a billing request. The service order is billed to the customer using the billing document generated by the billing request. The cost data of the order are converted to billing request items through dynamic items. These dynamic items are created when the billing request is generated. You copy information from the service order. The R/3 System uses this information to generate the billing request items. The rules for structuring the dynamic items and for converting these items into material numbers for the billing request items are defined) in Customizing using the dynamic item processor profile (DIP profile).
You also use Customizing to determine that DIP profile 00000001 is the automatic default for service order type SM02, which was used to create the service order in this IDES process.
(see SAP Reference IMG: Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Functions and Settings for Order Types → Credit Limit Checks, Sales Document Types for Service Orders).
In this IDES process, order costs are incurred due to two activity confirmations with activity type 1410 for cost center 4100, and due to the consumption of materials R-1150 and R-1160. The rules of the DIP profile 00000001 are explained based on this information.
(see SAP Reference IMG: Plant Maintenance and Customer Service → Maintenance and Service Processing → Basic Settings → Quotation Creation and Billing for Service Orders → Profiles for Quotation Creation, Billing, Results Analysis).
When creating the billing request, the system takes the entries for usage 1 (that is, billing and calculation of profits).
On the level Sources, it has been defined for this use that source 0001 (that is, actual costs line items) is evaluated for the creation of dynamic items.
The line items created due to the first activity confirmation contains the information that the costs were incurred under activity type 1410 in cost center 4100. On the level Characteristics, the characteristics cost center and activity type has been marked as relevant for usage 1. Thus, the system copies activity type 1410 and cost center 4100 from the line item to the dynamic item. They can now be used for further processing. Both characteristics are used to derive a material for the billing request (see indicator Material determination). With regard to the characteristics relevant for the creation of a dynamic item, the line item of the second activity confirmation is identical to the first line item. The system therefore creates one common dynamic item for both line items that displays the sum of the costs incurred.
On the level Material determination, the system lists the material SM-REPHOUR. It is therefore one of the materials intended for transfer to a billing request item.
38 April 2001
SAP AG Customer Service (CS)
Additional Process Information
On the Criterion level, it has been defined that this material is derived from the criteria cost center and activity type. The criterion cost center is met if the cost center of the dynamic item corresponds to a value of set SM-CC1. The set SM-CC1 contains the cost center 4100.
(see: Accounting → Financial Accounting → Special Purpose Ledger → Tools → Set maintenance → Sets → Display).
The criterion Activity type is met if the activity type of the dynamic item corresponds to a value of set SM-AT1. Set SM-AT1 contains the value 1410. Both criteria have been met in this example. The material number SM-REPHOUR is therefore allocated to the dynamic item.
The line item created due to the withdrawal of material R-1150 contains, for example, information about the cost element and the material number. The characteristic Cost element and Material are relevant for the creation of dynamic items and are therefore copied to the dynamic item. The characteristic Cost element is used for material determination. On the level Material determination you will find an entry without a material number where the indicator Direct material is set. This indicator ensures that the R/3 System assigns the material contained in the line item to the dynamic item. On the level Criteria, it is defined that this type of assignment only occurs if the line item was posted to the cost element in the set CO-PC-MAT. This set comprises the cost elements used to post material consumption. In this example, the withdrawal of material R-1150 was posted under cost element 410000. This cost element belongs to the cost element set CO-PC-MAT. This means that the criteria for the material determination have been fulfilled, and that the material R-1150 contained in the line item is transferred to the dynamic item.
The line items for the consumption posting of material R-1160 leads to a separate dynamic item as the characteristic Material has a different value. The material determination is processed according to the same logic described above.
Billing Form
The billing form for the service order decides whether the order is billed as flat rate or resource-related. To make this distinction, information about the billing form must be available when the billing request is created. For this reason the billing form is selected as a relevant characteristic.
Product
The characteristic Product is marked as relevant for further processing. This control data is a prerequisite for copying a service product specified in the service order to the billing request.
Accounting Indicator
When posting the material consumption for material R-1150, the system enters the accounting indicator K1 (goodwill 100%). This entry is copied to the line item. The accounting indicator is also a relevant characteristic in the DIP profile 00000001 for usage 1. The entries concerning the accounting indicator are therefore copied from the line item to the dynamic item. The accounting indicator can thus be used to price the billing request item resulting from the dynamic item. The costing sheet PSER02 used in the billing request contains the condition type KBM1 (goodwill/warranty). The access sequence assigned to this condition type allows you to enter condition records dependent on the accounting indicator. In this example, there is a condition record that determines a 100 per cent deduction if the accounting indicator K1 is available.
To avoid the summarization of several dynamic items with various accounting indicators in one billing request item, the indicator No summarization was set in the DIP profile for the characteristic Accounting indicator.
April 2001 39
Customer Service (CS) SAP AG
Additional Process Information
Transferring Costs into the Billing Request
You can also determine for which condition types entries can made for the document type of the billing request on the overview screen of the dynamic items. You must specify the defined condition type if the costs of the dynamic items should be copied to the price determination of the respective billing request items. In this example, the costs are copied to the condition type EK01 (see SAP Reference IMG: Plant Maintenance and Customer Service → Maintenance and Service Processing → Basic Settings → Quotation Creation and Billing for Service Orders → Assign Conditions to Sales Document Types).
Item Category Determination
When a service order is billed, the billing form determines whether the order is billed at flat rate (billing form = 01) or resource-related (billing form = 02). In this IDES process, we offer an example for resource-related billing. We explain item category determination for creating the billing request for this example:
The billing form is not explicitly specified. In this case, the system assumes a resource-related billing. The service order is created without entering a service product in this example. When creating the billing request, the dynamic items become the main items of the sales document. With resource-related billing, the item category determination for the dynamic items is processed with the item usage SEIN.
Item category determination for items with material SM-REPHOUR is executed using the following entry:
Sales document type LV + item category group LEIS + usage SEIN → L2N.
Item category determination for items with material R-1150 or R-1160 is executed using the following entry:
Sales document type LV + item category group NORM + usage SEIN → L2N.
Item category L2N is priced, then it is billed.
(See SAP Reference IMG: Sales and Distribution → Sales → Sales Documents → Sales Document Item → Assign Item Categories or Define Item Categories).
40 April 2001
SAP AG Customer Service (CS)
Data Used During This Process
Data Used During This Process
Field
Europe
Description
Plant
1200
Material numbers
R-1150
R-1160
SM-REPHOUR
SM-PCREP
Disk drive / spare part hard disk drive / spare part repair hours
Service product
Service order type
SM02
Service order type (revenues)
Sales organization
1000
Sales organization (SD)
Distribution channel
14
Distribution channel (SD)
Division
00
Division (SD)
Sold-to party
1171
Customer number
Equipment
10003562 or equipment from previous process
Planning Plant
1200
Maintenance plant
1200
Business area
8000
Operating concern
IDEA
Global IDES
Type of profitability analysis
Costing-based
Report
IDES-090
SM reporting
April 2001 41
Customer Service (CS) SAP AG
Creating the Initial Situation
Creating the Initial Situation
Use
You start a CATT procedure that performs an inventory posting for the materials used in the process. This ensures that the process can run through several times.
Procedure
6. Call up the transaction as follows:
Menu Path
Tools → ABAP Workbench → Test → Test Workbench → CATT Extended
Transaction Code
SCAT
7. Enter the following data:
Field
Data
Test case
ZIDES_SMASC03 8. Choose .
9. Enter the following data:
Block
Option
Log type
W/o
Processing mode
Background
Variants
W/o
10. Choose .
In the bottom part of the screen, the system displays which transactions are being processed. When the process flow is completed, the system notifies you that a document number has been assigned for the inventory posting.
11. Choose until the overview tree appears.
42 April 2001
SAP AG Customer Service (CS)
Entering a Problem Notification and Creating a Service Order
Entering a Problem Notification and Creating a Service Order
Use
The customer informs you about a defective piece of equipment. You accept a problem notification and enter the notification data in the system. The service order is created directly from problem notification processing.
Procedure
1. Call up the transaction as follows:
Menu Path
Logistics → Customer Service → Service Processing → Notification → Create (Special) → Problem Notification
Transaction Code
IW54
2. Enter the following data:
Field
Data
Equipment
10003562 or equipment from previous process 3. Choose .
The system copies further information from the equipment master record into the notification (for example, sold-to party, functional location).
4. Enter the following data:
Field
Data
Notification (in the first line)
Hard disk + CD disk drive defective
5. Choose .
6. Check the object information, by selecting in the section Reference object.
The dialog box informs you which notifications and orders were entered regarding this equipment.
7. Choose .
8. To create a service order directly from notification processing, choose .
The Create order dialog box appears.
9. Choose .
10. In the First operation screen area, enter the following data:
Field
Data
Operation
Check/change hard disk + CD disk drive 11. Choose .
April 2001 43
Customer Service (CS) SAP AG
Entering a Problem Notification and Creating a Service Order
The system proposes further information necessary from the equipment master record into the service order (for example, work center).
12. Choose Extras → Sales data.
You can recognize that the service order is assigned to a sales organization (that is, a combination of the sales organization, distribution channel, and division). This proposal was also taken from the equipment master record data. The assignment of a sales area is required for service order billing.
13. Choose .
14. To put the order in process, choose .
15. Select W/o print, then choose .
16. To confirm possible warning messages, choose .
The system saves the service order and the corresponding notification.
17. Note the number of the order.
18. Choose , untli the overview tree appears..
19. In the dialog box, choose No.
44 April 2001
SAP AG Customer Service (CS)
Processing a Service Order
Processing a Service Order
Use
In the following process, you play the role of a service employee who is responsible for repairing the equipment. First of all, you plan the work to be performed in the service order.
Procedure
1. Call up the transaction as follows:
Menu Path
Logistics → Customer Service → Service Processing → Order → Service Order → Change
Transaction Code
IW32
2. Enter the following data:
Field
Data
Order
Number of your service order
3. Choose .
4. To check the object information for your piece of equipment, choose in the Reference object section.
The notification that triggered the service order is listed here.
5. Choose .
6. Enter the following data:
Field
Data
Work durtn (in the section First operation)
2
7. Choose .
8. Choose the Components tab page.
9. To call up the Structure list, choose List.
The structure list informs you about the components of the equipment to be repaired. The materials necessary for processing the repairs can be copied from this list into the service order.
10. Select the materials R-1150 and R-1160, then choose .
11. Enter the following data:
Field
Data
SLoc (in the line for material R-1150)
1500 (overwrite the default value)
SLoc (in the line for material R-1160)
1500 (overwrite the default value)
12. Choose . April 2001 45
Customer Service (CS) SAP AG
Processing a Service Order
The system calculates the planned costs of the order according to the entries made for the planned working hours and the materials necessary.
13. Choose Extras → Cost reports → Plan/actual comparison.
The planned costs are displayed under the corresponding cost element types.
14. Choose .
15. Choose .
16. Choose until the overview tree appears.
46 April 2001
SAP AG Customer Service (CS)
Confirming a Service Order
Confirming a Service Order
Use
You confirm the effort necessary for the repair now. It is assumed that you enter the effort in two partial confirmations. All materials used for the repair are also confirmed. You decide whether the floppy disk drive is exchanged for goodwill.
Procedure
1. Call up the transaction as follows:
Menu Path
Logistics → Customer Service → Service Processing → Confirmation → Entry → Individual Confirmation (Time)
Transaction Code
IW41
2. Enter the following data:
Field
Data
Order
Your order number
3. Choose .
4. Enter the following data:
Field
Data
Actual work
1
Final confirmat
Deselect
Clear open res.
Deselect
Work start
Current date
Work end
Current date
5. Choose .
6. Choose .
7. Enter the following data:
Field
Data
Order
Your order number
8. Choose Parameters.
9. In the Goods movements area, select All comps, then choose .
Setting this indicator causes the system to display all the materials assigned to the operation to be confirmed in the goods movement overview.
10. Choose .
April 2001 47
Customer Service (CS) SAP AG
Confirming a Service Order
11. Enter the following data:
Field -
Customer service (sap - sd) very urgent
hi sap gurus,
i would like to know the customer service process.Could any one send the material for customer service?
Points would be rewarded....
Thanks in advance...Dear Nagesh,
Building Block Guide for Customer Service:
http://help.sap.com/bp_bblibrary/500/html/J13_CSPM_EN_IN.htm
General Settings for CS
Maintenance planning plant
Maintenance planning plant to maintenance plant
Values for component item categories
Value for current date as basic date
Values for units for operation
Value categories
Cost elements to value categories
Cost key figures
Version for cost estimates for orders
Employees responsible for work centers
Warranty types
Warranty counters
Material groups
Account groups and field selection for customer
Master Data
Characteristic warranty period
Warranty
Work center
Maintenance strategy
Material
Customer Service enables you to plan and manage a wide range of service scenarios. It includes functions for processing:
Service notifications
Warranties
Service orders
Service contracts
Service quotations
Repair orders
http://help.sap.com/saphelp_erp2005/helpdata/en/3b/02953401024735e10000009b38f83b/frameset.htm
Customer Service (CS) draws on functionality from different SAP application components, in particular Plant Maintenance (PM) and Sales and Distribution (SD). For example, CS involves the planning and processing of external services, such as contracts for the maintenance and repair of equipment that a customer has either bought or rented. Maintenance planning and servicing is managed in PM; in SD you can create and maintain the relevant service contracts. Contract-related charges that are incurred in PM are passed on in the form of requests for billing in SD.
In Returns and Repairs Processing, you will find a diagram showing the typical events in the day-to-day world of customer service. It also illustrates the interplay within Customer Service of SD and PM functions.
In the following sections, you will find information on the Customer Service functions in Sales and Distribution.
Do not post duplicate threads.
Regards,
Naveen. -
WORST customer service experience, xperia care Canada
Hello, I have been desperately trying to get my voice heard and report about extremely unprofessional, unethical, and inappropriate customer service provided by Sony Xperia Canada.I bought my Xperia Z2 when I was in Finland last year. I decided to make this purchase because it claimed to be waterproof. I had carefully studied and followed all the necessary precautions while taking photos underwater. Just after a couple of months of use, the phone displayed following problems;Cover of charging port use to fall ofPhone was frequently loosing signals (other phones were functioning properly, same time same place)WIFI and 4G performance was inconsistent (other phones were functioning properly, same time same place)Occasionally phone rebooted itselfFor these reasons, the unit was sent under warranty 3 times between the period of July and December 2014. In January 2015, I came to BC, Canada for study purposes. The phone encountered same problems and was sent 4th time for repair to Sony Xperia Canada. I got the phone back after one month in March 2015. In June 2015, I visited a BC lake and at the bank I dipped the unit under water barely few inches to catch some fish on the camera, within seconds the unit shut itself down. Although all the covers were properly closed but it didn’t even take a minute that water somehow penetrated in the system. I immediately tried to dry and opened the covers and saw a tiny stream of water coming out of the charging dock. I opened all the covers and waited for a couple of days, hoping it will dry. Then I put it to charge and saw the “red light” on, tried to turn it on after few hours of charging but it just vibrated a little but no display. I sent the phone again because it was still under warranty. The phone was sent in the end of June 2015, on 20th of July I got an email from SBE (repairing company), informing me that the cost will be beyond economic repair and if I want the phone back, I must pay $25 diagnostic fee. I told them that I had clearly stated my case to Sony and claimed it to be a defect in manufacturing or in the fixation done back in Feb 2015. SBE suggested I should contact Sony as they wont negotiate anything with me. I thought that Xperia care will contact me because they must have the same info. No word came from them and I finally contacted them on August 4th 2015. They told me, in their system the repair is still “under progress”. I was surprised to find out that they have no communication with the repair company so I informed them about the email that I received from SBE. And the customer service agent was like “oh yeah I see, so it is beyond economic repair and you have to pay $25 to get the phone back”. Absolute genius! This conversation took place on chat server. I requested him to give me a contact number so I can call and talk to somebody who knows. A number was given, I called and again I had to repeat the entire story to another agent as she did not have any clue. I felt like I am banging my head with a wall. Upon me insisting, she put me through to a manager called Alex, yet again I had to play the same film to make him understand what I actually mean. He promised that he will take a look into the matter and will get back to me within 24 hours. This was on 4th of August, today is 6th. Today I received an email from repairing company (SBE) again, they informed me that I have not responded so far and I have 30 days to pay $25 to get the phone back or it will be SBE’s property. Alex never got back to me and evidently he didn’t even bother to care to contact SBE. So I called Sony Xperia “care” again just few minutes ago, another agent picked up the call and I knew I have to tell me the entire story again. All they do is “apologize” or “thanks” but real work never gets done. He told me, Alex is busy on another case and will contact me as soon as possible. It has already been an hour and I really think he will not, because Sony has never contacted me, it was always me. I have lived in 4 different countries; my field is indirectly linked with new technologies and IT business in particular. This is the WORST communication and customer service system that I have ever encountered. I don’t know if there is anybody that I can report it to. But Sony, like its phone competitors, Apple, Samsung, or HTC, sells expensive devices but the level of customer services and after sales services is undeniably inferior.
Thank you for replying. The link you provided, I had used always in my previous queries. It directs me to the same people again, Xperia Care Canada. I haven't got any concrete answer or response from them. And I just dont know how can I approach someone who could actually make some sense so I decided to post it here.
-
Customer Service Scenerio for Third party component
Hello Guru,
I am implementing CS module at my client place, during discussion on business process, I came across 1 business scenario where my client purchasing equipment from vendor and selling to customer.
If the equipment is get defected, customer will raise the complaint with client, and send the machine or part of machine back to the my client place for repair, Now my client is sending this machine or part of machine to vendor for repair.
After the repairing , vendor sent the machine or part of machine back to my client place and then sent to customer by my client.
When defective
Customer--> Client --> Vendor
After repair
Vendor--> Client --> Customer
Request you all to provide a solution to make above scenario in SAP Customer Service module.Hi Rahul,
Process would be
1.Create service Notification in IW51
2. Create repair order inotder to receive return delivery of defective from Customer
3. Create Service order from Repair order to capture the service /Repair cost
4. In the service Order using control Key SM03, which will create a PR to vendor
5. Now part can be sent to vendor using PO and do MIGO ( using 122 movement type)
6. After the repair , you can take the material with movement type 101
7. post the material to service order using 261 and
8. Do outbound delivery from the repair order
this is a lengthy process and requires lot of integration between MM and CS
try to replicate in IDES and revert if you find any difficult
regards,
santosh
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