SD Complaint Management

Hello
I try to customize ECC 6.0 SD Complaint Management. Only thing I found is SPRO-Point in billing, where i can define complaint reasons and setup follow up activities (T-code . Unfortunatly our IDES system has no settings in customizing and also Client 000 is empty. Can anybody provide usefull setup of complaint reasons?
Also the IMG-docu says "If you enter an item category for the billing documents, you must specify the copy routine 927 for the new billing type at the item level of the billing document about which there is a complaint." This routine 927 is not available in my system. Can anybody please provide the code? Thanks for your support!
Regards
Rauno

Dear Henry Marks,
Kindlly run the tcode F.28 for the customer codes with selection option RECREATE FI and SD data and check.
You may also run the program RVKRED88/RVKRED77 and check whether the previous uncleared accounting documents are considered.
Thanks & Regards,
Hegal K Charles

Similar Messages

Standard way of Handling Escalation process in CRM Complaint Management

Dear experts,
What is the standard way of mapping Escalation process in SAP CRM Complaints management?
We need to escalate the complaint to next level if it is not resolved with in the a specific time.
How can we configure this scenario in SAP CRM. Please help me to solve this issue. Your help will be highly appreciated.
Thank you
Raghu ram

Hi Arup,
We are setting up a Complaints Mgmt system for our client.
They have a very standard process of handling complaints.
The complaints are created in the system and assigned to a CR Agent. The CR agent then forwards to the respective department for investigation. Once the investigation is compelete the department sends it back to the CR who then decides whether the Complaint is justified or not.
If it is justifed and there is a money refund involved then there is a limit to what the CR agent can approve. If its more than his limit somebody from higher authority needs to approve it. My quesiton to you is:
- How is the complaint assigned to the CR agent. Do I need to replicate the Org strucutre from HR into CRM? If yes, then once I have the org structure where do I do the CR assignment?
- Secondly how does the CR agent assign the complaint to other department for investigation. Is this through CRM Complaint Activity or there is another way for it?
- Third once the investigation is complete and the required department needs to send the feedback how will this be sent back to the CR for making the final decision. Is there a workflow?
- Finally how can we setup the cap limits like if there is a money refund to the customer from the complaint then if the the amount is between 0 and 500 a CR should be able to approve it, if the amount is between 500 - 1000 the manager should be able to approve it, how can this be setup?
Many thanks
AA

Queries on Advance Complaint Management Integration with Advance Return Management

Hello All,
We plan to implement Advance Complaint Management and integrate the same with Advance Return Management in SAP CRM, I have gone through the following links for the same
http://help.sap.com/saphelp_crm700_ehp02/helpdata/en/f8/d9632674dc4934a6ae266ce5e9f651/content.htm?frameset=/en/46/010af618cf3482e10000000a1553f6/frameset.htm
http://help.sap.com/saphelp_crm700_ehp02/helpdata/en/a9/4cf641ea7a497cae3fee1c251af1c8/content.htm?frameset=/en/f8/d9632674dc4934a6ae266ce5e9f651/frameset.htm&current_toc=/en/2e/b0da18dbe84ed9bdff9a5d6d91f531/plain.htm&node_id=44&show_children=false
http://scn.sap.com/thread/3408793
We need to implement the return to vendor functionality and I have the following queries
1) Does the return PO and delivery followed by the goods issue happen automatically? once the complaint transaction is released
2) Can Service Confirmation be integrated with Advance Complaint Management
Kind Regards
Atul

ok

Difference between case management and complaint management

Hi ,
Can any one explain the difference between case management and complaint management with some simple example .
Regards,
Rahul

Hi
complaint mngt is for creating, maintaing, processing of complaint documents - when customer calls you and tells about problem with product he bought, you create complaint document in CRM.
case mngt is for managing more documents , it could be documents for many customers. Case is usually about complex problem.
http://help.sap.com/saphelp_crm50/helpdata/en/4c/d7fb717f7b3e4cba12953ec1b9b8c3/frameset.htm
Regards
Radek

Complaint Management Interactive Reporting

Hi All,
can i check if we have complaint management reporting available in Interactive Reporting?
Thanks.

In CRM 7.0 the following areas are supported in interactive reporting:
- activities
- campaigns
- leads
- opportunities
- service
In enhancement pckage 1 should be delivered also:
- complaints (what you are looking for)
- interacton recors
- orders
- quotations
Regards.

Hiding of Delete button for Text Note in complaints Management

Dear Friends,
component Name : GSTEXT
VIEW : LIST
while creating the text note in WEB UI for complaints Management ,I want to hide the delete button.
Plz help me.
Regards,
Jaya Chandra

Enhance the Component and the view and then the Context Node TEXT. Redefine the method GET_OCA_T_TABLE and code your logic of hiding and displaying the delete button.
Rg,
Harshit

What are the standard Solutions available for Complaints Management in CRM?

Dear all,
What are the standard solutions available in SAP CRM to receive and process complaints through Customer Interaction Center.
Our requirement is to receive and register complaints from contact center and process them by integrating back end ECC and BIW systems.
As per my understanding we can not integrate ECC transactions in CASE Management while CASES are being created through Interaction Center.
Please help me to map the following requirement successfully into SAP.
How to register the complaint through Interaction Center?
How this complaint information is communicated in back end ECC system?
How to track the status and solution of the complaint available in back end ECC system?
How the complaints are stored in ECC system?
After creation of a complaint, can we trigger an automatic email on back end ECC system user with all complaint relevant data?
Kindly help me to understand the process.
Best regards,
Raghu ram.

You can analyse this [link |http://help.sap.com/saphelp_crm60/helpdata/en/68/691976cd2ef845a4e62437a82b67df/frameset.htm]for more information. Additionaly the tree hierarchy links contain some process flows where it explains you briefly the big picture of the process, in standard SAP CRM Complaint Manaagement Scenario.
BR,
Cenk Sezgin

Complaint management in Customer Interaction Center (Txn CIC0)

Hello colleagues,
     I am very new to CIC and i want to know how to configure complaints in the application area of transaction CIC0 in ERP system.
     It would also be great if you can provide the data base tables/ transactions which are affected by complaints creation.
    Note: I have found the tables which are hit in the CRM system. They are CRMD_ORDERADM_H and CRMD_ORDERADM_I. If there are other tables that i have missed, kindly let me know.
This is an urgent requirement so a prompt reply would be greatly appreciated.
Thanks and Regards,
Rajat

Hi,
There are tables in CRM which stores, item level information.
They are: CRMD_CUSTOMER_I and CRMD_CUSTOMER_H tables.

Complaint Management

Hi Experts,,
Is there any way to configure complaint manegement in SD ? Something besides TCOde : CMP_PROCESSING.
Regards,
Pranshu

Hi,
Please refer below link...
wat is complaint processing, tcode:CMP_PROCESSING
Kuber

Error while creating Return order with reference to Complaint

Hi,
We are using Complaint Management in CRM Service. After creation of Complaint, we want to create Return Order that is going to replicate in R/3 .
We are able to create Return request in CRM as a follow up document. However we are not able to replicate the return order in R/3.
We have created Return Document type CRMR in R/3 with related Item Category REN assignment & corresponding number ranges assignment.
We facing problem, as this document is not getting replicated in R/3 & in Complaint, it shows message as "The document is being distributed at the moment, and therefore cannot be changed. The document will be ready for input once it has been distributed successfully.
In SMW01, it is showing as fully processed document. However in error segment it shows as error No upload into R/3" &"R/3 Adapter is called".
Could please suggest any configuration we have missed or additional configuration to be done?
Regards,
Arun

Hi Arun,
Have you check & maintained middleware setting for document transfer
(tcode R3AC1). Check object SALESDOCUMENT and try maintain transaction
type there. Don't forget to activate use tcode R3AS.
hope this helps.
Gun

How to update survey in Complaint from developed web application

Hello,
We've setup complaint management including the usage of surveys within a complaint document.
Complaint documents are accessed using the SAP GUI but will also be maintained using a newly developed application in the Enterprise Portal.
To access the survey using the external web application I need to know how to call the URL for the survey within a complaint transaction. I know how to setup the survey parameter xml but that allows me to call the survey irrespective of a transaction document. How do I call a URL that allows me to bring up a survey stored within a complaint document (is there for example a parameter I can pass to the URL indicating the GUID of the document the survey is in?
Thanks,
Patrick

I have used local ejbs in other application servers, WebSphere and JBoss, from discrete web applications running in the same VM as the ejbs. The requirement for local interfaces is that the ejb and client be running in the same VM. Maybe Weblogic is different in that respect, but I doubt it. Why marshal data through a Remote interface when both components are in the same VM?
I have gone through the Weblogic documentation and have not been able to find an answer to my question, which is why I posted the original question the way I did. Weblogic does not put the ejb in the jndi namespace, but the ejb can be acquired through jndi. In the Weblogic console deployments view I can see the bean deployed as CustomerBean, but there is no clue as to its jndi name. This forum is peppered with different schemes for accessing an ejb, but none of those has worked for me, hence the different names I tried.

Re: Complaints department?

Not everyone has the time to write letters upon letters explaining an issue that should have been initially resolved hastle free. The lack of complaints management just shows that BT is certainly not a customer focussed business. I have spent many hours on the phone over the last two months frustrated that nobody seems to have a manager or escalation process. Several different advisors have passed my complaint around with false promises of a suitable resolve, eventually I speak to an advisor who apoligises, explained the advisors lied and that what I was promised could never be actioned. The best this advisor could offer is a call back within 72 hours from a manager. I now have 3 missed calls from BT regarding my complaint, each left by a different advisor with no contact numbers at all. It is disgusting. Does anybody know how I can cancel my service without BT adding rediculous cancelation charges? BT customer service has been a disgrace and in no way should a business be able to leave their customers so angry and vexxed whilst proposing their contract still stands, based on the claims that their main focus is customer service through the majority of their advertising.

If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Customer complaints & rejection PPM

How could I record Customer complaints in QM Module,Which T Code to be used for the same,It s to be done manually as & when we recieve a customer compliant.
In order to know the status of rejection Lots of a month i have to use ZQA12 T CODE,How could i get graphical representaion of Rejection PPM from zqa12.

Hi,
Do the following steps for the customer complaint management in QM
a..Assign the inspection type 06 to material master.
b.Movement 651 movement (inwarding of customer returns) occurs, it creates one inspection lot of origin 6.
c. Record the defects against this lot through QA11 / QA32
d. Quality notification will automatically be created for this.
e. You can see summarised reports in MCOV, QM15.
Please check and revert.
Thanks
Hrishi

Escalation in Complaints process

Experts,
What is the standard way of Escalation process in SAP CRM Complaints management based on the categorization (category modeler) ?
If I classifies the complaint in the category fields, how can I assign the Complaint to the an specific department or responsible for approval and analysis of the problem ?
regards,
ahm
Edited by: ahm on May 7, 2010 10:09 PM

Complaints Category
Hi Exprets,
I created complaints 1 level categories by using SAP standard complaints object.
1. Defined catalogue (overview of damage/ defect/reason)
2. Created code group and codes (released)
3. Created code group profile
4. Assigned code group profile to subject profile. (zcom)
5. Assigned subject profile to transaction type ZCOM
6. Mapped transaction type to catalog and categories (ZCOM/ overview of damage/ defect/reason)
7. Created schema
8. Assigned application area (Application ID (Complaint- Parameter (Subject Profile) Value (ZCOM)
9. Created category Hierarchy
10. Released the schema and made it active.
11. create transaction and choose category 1, category clears out and comes up with message (category could not be mapped to a code?)
12. Choose category 2 category 1 appears by default.
Is this how the schema works for complaints?
Appreciate your assistance in advance.
Kind regards
DJD

Functions in Calculation and Summary Fields

Hi,
I'll give a bit of background to my situation before describing the advice I'm looking for here.
I am experienced Mac user and I have used AW a fair bit in the past, but since I've been working in a job which has Windows machines and uses a complex custom-written relational database for its main tool, I use it less often than I did, so I am a little rusty. It is the shortcomings of the complex relational database (which I do not have admin rights to) that has led me back to AW and its database module.
Essentially, I am a complaints investigator, and the relational database provided by my employer is used to keep track of correspondence and various metadata associated with the investigation of the complaint. However, although it is called a Complaints Management System (CMS), it does not help me manage my caseload very well. I've previously tried to create an Excel spreadsheet that would help me manage my work, but it is not a database (or I am not sufficiently skilled with Excel) and I cannot get it to provide me with what I want.
So, my problems.
I have complaints (cases) assigned to me to investigate. These cases have differing priorities, which means differing time limits for completion of the investigation. The priorities and time limits are set out below:
J (jurisdictional issues) - time limit = 1 month
D (discretion not to investigate) - time limit = 3 months
1 - time limit = 4 months
2 - time limit = 6 months
3 - time limit = 12 months
The priority field in my AW DB is currently a 'pop-up menu' field, but I could change this to another type if this would be advisable.
I have a date-type field in which I enter the date the complaint was received. I have an calculation-type field in which I calculate the age of the complaint using the function:
=(NOW()-'DateReceived')
This returns an age in days, which I input into a separate calculation field that divides the result of 'age in days' by 30, to give a rough approximation of the number of months old the complaint is (If AW has an equivalent to Excel's 'workdays' variable, I'd love to hear about it). This latter field is the one that I display in the main data entry view of the database.
Given the priority assigned to the complaint, and the age of it, I am either 'On Target' or 'Over Target' for completing the investigation.
Each month I have a meeting with my manager to review progress, and since the reports that can be extracted from the CMS are not very useful for this purpose, I want my AW database to help me generate reports that can form the basis of discussion in these meetings.
Part A of My Query
At present, I have a manually operated field, in the form of a pop-up menu, to indicate for each record (complaint) whether I am over or on target for completion of the investigation. I would like to make this a calculated field, so that the database keeps track of this for me automatically. Unfortunately, I'm either too dense, or not good enough with the syntax of AW functions, to be able to write a function which essentially does the following:
IF 'Priority'=1 AND 'Age in Months'<4 THEN 'On Target' ELSE 'Over Target'
- and then repeats that for the other priority possibilities. It seems likely that the 'IF' function is what I'm after, but I haven't been able to get the syntax right to combine 'Priority' and 'Age in Months' in the format spelt out in the AW help, which is:
=IF(logical,true value,false value)
Getting the syntax of one part of this function right would be a good start. However, I suspect that I have a larger problem, in that I have 5 priorities to measure against and I need the overall calculation (that produces the 'On Target' or 'Over Target' results) to report in one result field. This means nesting the functions that look at the 5 priorities and 5 age limits. I've tried and failed to get the syntax of such nesting right, so advice on this is doubly welcome.
Unfortunately, I have a sneaking suspicion that unless the answer is much more concise than I imagine it to be, there will be an additional problem: AW appears to have a character limit for the length of a function string in a calculation field which may be too short for my needs. If you think this is an issue but that it can be solved through the use of intermediate fields (which don't need to be displayed in the main 'data entry' layout), I'm happy to give that a shot.
Part B of my Query
Even if the problem above cannot be solved, and I have to manually enter whether a complaint is 'On Target' or 'Over Target', I have a separate but related question for the reports I have to present to my manager.
On these reports, I would like to have a summary at the top of the first page (in a grand-summary part, I assume) which gives a count of how many complaints are 'On Target' or 'Over Target' for each priority. Below that is a sub-summary part, ordered by the type of action that must next be taken in the investigation. (Getting that right may be a subject of a separate post at a later date.) The report must, of course, only report on those complaints that are still being investigated ('open complaints') and not those which have been completed ('closed complaints'). So, I need a function in a summary field which will present an accurate count of the number of open complaints that are 'on target' for priority J (with separate summary fields that do the same thing for priorities D, 1, 2, and 3), and a separate set of summary fields that will present a count of open complaints that are 'over target' for each type of priority.
It might look a bit like this table below, with figures from the summary fields populating the cells in the third row:
Priority
J
D
1
2
3
In / Out of Target
In
Out
In
Out
In
Out
In
Out
In
Out
Number of Complaints
My guess is that it is easier to have the summary field simply count all the complaints that are on or over target for a given priority, regardless of whether they are open or closed, since the report could be based on a saved search (match) which strips out all closed complaints. But if I'm off-beam with that idea, I'm happy to have another way of cracking this nut.
Many thanks in advance to any Community members that take the time to try and help me with this.
Andrew
PS Cross posted in AWUG forum too, if people prefer to answer there.

Hi Andrew,
Part A:
I've done some restating of the question, and distributed the calculations among several fields, not all of which need to be included on the visible layout. Other than formatting the Date fields and moving the 'Completed Date' field and its label, I've left this in the default "Layout 1" produced by AppleWorks.
Field List:
Priority: Popup menu with six items: 00, J, D, 1, 2, 3 Defaults to 00
TL (time limit in months): Calculation: CHOOSE('Priority',0,1,3,4,6,12)
Received: Date. Option: Automatically insert today's date (ie. Date Record created) (may be edited)
Target Date: Calculation:
DATE(YEAR('Received')+INT(MONTH('Received')+'TL')/12,MOD(MONTH('Received')+'TL', 12),DAY('Received'))
Remaining (Days): Calculation: INT('Target Date'+1-NOW()) (see revision below)
Completed: Checkbox. Set default value to Unchecked.
Completed Date: Date: Entered manually
OnTarget: Calculation: IF('Completed',IF('Completed Date'<'Target Date',"On Target","Over"),IF(INT(NOW())>'Target Date',"Over","On Target"))
The On Target field shows the current status of the case while still open, and the state on the closing date when it was closed.
Having done that, I was unhappy with the Remaining field continuing to calculate an ever larger negative number after the case had been closed. Hence this revision below:
Remaining: Calculation: IF('Completed','Target Date'-'Completed Date',INT('Target Date'+1-NOW()))
Shows the number of days remaining while the case is open, the days remaining at completion if the case has been marked Completed and the completion date entered.
Rsults (and some further formatting of the Layout) below.
Part B:
You will need Subsummary parts when sorted on Completed and on On Target. Fields can appear on a Layout only once, so each subsummary part will need a separate Summary type field for each field to be summarized.
Regards,
Barry

SD Complaint Management

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