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

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    Overview...................................................................................................................................9
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    Introduction........................................................................................................................11
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    Characteristic Values and Special Features.......................................................................14
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    Data Used During This Process..........................................................................................21
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    Checking the Sales Document Flow (Optional)..................................................................26
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    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
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    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)
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    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
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    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
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    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
    Jasper’s 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 customer’s 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
    Jasper’s 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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