Purpose
You can use this
business process to create service orders and provide the relevant data for
deliveries. You can also process any sales items requested by the customer and
trigger the creation of an appropriate sales order.
Process Flow
...
1.
Create service order
(SAP CRM)
Create a service
order.
2.
Maintain reference
objects (SAP CRM)
You enter one or
more reference objects (such as products, installed base components, or
individual objects) to which the service should refer.
3.
Determine valid
warranty (SAP CRM)
You use the
installed base component or individual object entered in the service order to
determine whether the service entered is covered by a warranty.
4.
Select product
service letter (SAP CRM)
You select a
product service letter (PSL) if you want to enter services to be performed so
that previously identified or predictable damage to the reference objects can be
repaired, or so that costly repairs and possible damage can be avoided.
5.
Search template and
copy template items (SAP CRM)
You search for
service order templates that were created previously for services that are used
often. If you find a service order template, you copy the relevant items from
the template into the service order.
6.
Create service and
sales items (SAP CRM)
You create
service items and enter the services in them. If the customer wants to buy a
product at the same time, you also enter sales items. You can also enter service
parts if they are required for performing a service.
7.
Run availability
check for sales items and service parts (SAP ECC)
You trigger an
availability check for the sales items and service parts.
8.
Determine valid
service contract or service agreement (SAP CRM)
You trigger
contract determination to find out whether service contracts or service
agreements were made with the business partner, and whether these service
contracts or service agreements can be applied to the service items.
9.
Determine and
maintain conditions (SAP CRM)
The system uses
settings (pricing procedure determination) to determine the conditions for all
pricing-relevant items and uses this information to determine the prices. You
can change or add conditions manually.
10.
Run credit check
(SAP ECC)
You trigger a
credit check. The credit check is performed based on the pricing results. The
data relevant for the credit check is transferred to SAP ERP Central Component
(SAP ECC) where the actual credit check takes place. The result of the
credit check is confirmed to SAP CRM and saved as a credit status at item
level.
11.
Maintain codes (SAP
CRM)
You can maintain
predefined damage codes and reason codes. You can also enter detailed damage
descriptions and descriptions of activities performed.
12.
Select counter and
create counter reading (SAP CRM)
If counters are
relevant for the reference object, you enter the counter readings.
13.
Perform amount
allocation (SAP CRM)
You run amount
allocation to define which invoice recipient pays what part of the
invoice.
14.
Release and save
service order (SAP CRM)
You release the
service order and then save it.
15.
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.
16.
System creates
requirement for service team (SAP CRM)
The system
generates reservations for the service employees assigned to the operations and
for the appropriate period after saving the order.
17.
System creates sales
order for sales item (SAP CRM)
If you have
created a sales item in a service order, the system creates a sales order for
it.
18.
System changes
status of product service letter item for individual objects
If you have
assigned a product service letter, the system changes the status of the
corresponding items in the product service letter for the individual
objects.
19.
Create amount
allocation document (SAP CRM)
You bill
according to the planned amount allocation that you defined for a service order
or service confirmation by creating an amount allocation document as a
follow-up. You can still make changes to the amount allocation document before
you trigger billing by setting it to Completed.
20.
Perform amount
allocation (SAP CRM)
You run amount
allocation to define which invoice recipient pays what part of the
invoice.
21.
Specify invoice
recipients and amounts for billable items (SAP CRM)
22.
Specify invoice
recipients and amounts for non-billable items (SAP CRM)
23.
Specify final cost
and revenue allocations (SAP CRM)
The system
specifies and adds the following costs to the service order:
¡
Expenses from
personnel capacities
¡
Cost of service
parts
¡
Accrued
costs
The system
clears sales revenue to costs and calculates the revenue allocations.
24.
Set status for
billing request items (SAP CRM)
You set the
status for the billing request items to Completed.
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