Purpose
You can use this
business process to create service contracts that can be used as a basis for
later service transactions.
Based on a service
agreement, you can create a service contract quotation that is presented to the
customer. After it is accepted by the customer, this quotation becomes a service
contract.
Process Flow
...
1.
Create parameters
for service level agreement (SAP CRM)
You create and
maintain the parameters for the Service Level Agreements.
The SLA
parameters Availability Time and Response Time are integrated as
default settings in SAP CRM. However, you can also freely define other
company-specific parameters to support specific business processes.
2.
Create service
product (SAP CRM)
In the system,
you create the services that should be agreed upon in the service contract items
as products of type Service (for example, maintenance, hotline,
inspection).
3.
Create service
agreement (SAP CRM)
You create a
service agreement. A service agreement is a long-term agreement between business
partners, in which conditions, such as prices, and releasable products are
defined. In turn, these conditions and products are valid for service contracts
that are created with reference to this service agreement.
4.
Maintain customer
group or customer hierarchy (SAP CRM)
You process
customer groups or customer hierarchies in the service agreement.
5.
Maintain items in
service agreement (SAP CRM)
You maintain the
items in the service agreement.
6.
Maintain price
agreements (SAP CRM)
You maintain
price agreements in the service agreement. Note that price agreements in
contract items take precedence over prices defined in the contract
header.
7.
Create pricing
conditions for service agreement items (SAP CRM)
You determine
and process the pricing conditions for the service agreement items.
8.
Maintain product
list (SAP CRM)
You maintain the
product list in which you define the services and service parts that can be
claimed within the context of service order processing with reference to a
service contract. In the service contract, you can group services and service
parts in a service package which you can then offer as a service
product.
9.
Create service
contract quotation (SAP CRM)
You create a
service contract quotation based on the service agreement.
10.
Maintain object list
(SAP CRM)
You process the
object list in the items in the service contract quotation. In the object list,
you enter the objects for which the service product agreed upon in the service
contract item can be claimed. Installed bases, installed base components and
products can be used as elements of this object list.
11.
Maintain pricing
conditions for contract items (SAP CRM)
You determine
and maintain the conditions for pricing in the service contract item.
12.
Release items for
service contract quotation (SAP CRM)
You release the
items for the service contract quotation.
13.
Send quotation to
customer (SAP CRM)
You send the
service contract quotation to the customer.
14.
Customer accepts
service contract quotation (SAP CRM)
The customer
accepts the service contract quotation.
15.
Update contract
quotation according to customer’s decision (SAP CRM)
Following the
customer’s response, you update the contract quotation accordingly.
16.
Convert service
contract quotation into service contract (SAP CRM)
If a customer
accepts the service contract quotation, create a service contract from the
quotation.
17.
System generates
billing plan (SAP CRM)
18.
System generates
billing request items (SAP CRM)
19.
Release service
contract items and save contract (SAP CRM)
You release the
items in the service contract and save the service contract.
20.
System performs
revenue recognition for service contracts (SAP ECC)
21.
Update accrual
quantity (SAP ECC)
You update the
accrual quantity.
22.
System creates and
assigns appropriate controlling object (SAP ECC)
A controlling
object is created for the service contract in financial accounting. Costs and
revenues are posted to the controlling object, or an existing controlling object
is assigned to the service contract.
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