demo script - sap ui demo customer contract management sap business bydesign reference systems demo...

Golden Demo Customer Contract Management

SAP Business ByDesign Reference Systems

Demo Script

Customer Contract Management

Classification: Internal and for Partners

Version: 20180122


Document Version: 20180122 2

Disclaimer

This demo script is based on the ByD Reference System for the Almika model company. There are several country versions

of the Almika ByD implementation. The content is similar but deviates especially with respect to language support, names

and object descriptions. Sample data used in this demo script relate to the US country version – for other country versions

different data samples might be relevant.

A prerequisite for being able to fully understand this demo script and run the demo, is a sound system knowledge on SAP

Business ByDesign. General assumption is that you are familiar with the Learning Center content available in your ByD

system at: Home Self-Services – Learning Center.

Although the script has been tested carefully you might nevertheless encounter different system behavior when running a

demo in an actual Almika demo tenant.

Release Statement

This version of the demo script is released for the following country versions of the ByD Reference System for the Almika

model company:

• US – United States, as of demo release ByD 1802

• DE – Germany, as of demo release ByD 1802

For other country versions or earlier demo releases, a previous version of the demo script is to be used. The demo release

basically is determined by the time when the demo tenant has been provided for demo usage, a demo tenant provided

between mid of March and mid of June 2018 is part of the demo release ByD 1802.

As of demo release ByD 1802 the demo release of your ByD demo tenant can be identified in the Company-Specific-Help:

You can find a help entry “ByD <nnnn> Demo Guides <CC>” under Help – Company-Specific-Help. <nnnn> specifies the

demo release of your ByD demo tenant, e.g. ‘1802’ – released in February 2018. <CC> specifies the country version of your

demo tenant, e.g. ‘US’ – Almika US country version. The version-controlled demo guides provided in this help entry match to

the demo release and the country version of your ByD demo tenant. Please be aware that the demo guides are not specific

to the country version, only the version of the demo guide is specific to your ByD demo tenant.



Table of Content

1 Demo Script Overview ................................................................................................................................... 4

1.1 Demo Overview ...................................................................................................................................... 4

1.2 Intended Audience.................................................................................................................................. 4

1.3 Protagonists ........................................................................................................................................... 4

1.4 Business Pain Points .............................................................................................................................. 5

1.5 Key Messages and Value Proposition ..................................................................................................... 5

1.6 Story Flow Summary .............................................................................................................................. 6

2 Technical Requirements ................................................................................................................................ 7

2.1 System Access Information ..................................................................................................................... 7

2.2 User Accounts ........................................................................................................................................ 7

3 Demo Steps .................................................................................................................................................... 8

3.1 Scenario Preparation: Check Sales Deal and Contract............................................................................. 8

3.2 Create Service Request ........................................................................................................................ 10

3.3 Process Service Request and Create Service Order .............................................................................. 12

3.4 Confirm Service Execution .................................................................................................................... 14

3.5 Create Invoice ...................................................................................................................................... 15

4 Appendix ...................................................................................................................................................... 17



1 Demo Script Overview

1.1 Demo Overview

This demo script outlines the highlights of SAP Business ByDesign Contract Management and shows you how to

demonstrate these capabilities along with their benefits and how to deliver proof of these value propositions in your demo.

In this demo, we create a service request for a customer based on an existing contract. As next step a service order will be

created from the service request. The service will then be performed, service data captured and execution confirmed. To

complete the process, the completed service order will be invoiced to the customer.

SAP Contract Management offers strength over the competition through its complete sales and financial integration,

allowing companies to have end-to-end document flow and analysis.

The use of one common platform for all activities, postings, and analytics enable companies to more efficiently manage

the business and eliminate redundant data entry and other issues associated with disparate systems.

With a single system, Contract Management allows a business to use functionality such as Revenue Recognition to

apportion their revenue using a variety of Accrual methods and also separating their customer invoices into staged

billing.

1.2 Intended Audience

SAP internal: Pre-Sales Executives, Pre-Sales Solution Advisors

SAP external: CEO, CIO, Sales Management, Contract Management

1.3 Protagonists

The main characters of this demo are:

Sales and service representative, Bob Manson1: Bob captures sales orders and contractual agreements on the

subsequent service execution for the customer used in the demo scenario. He also manages questions on customer

invoices.

Service desk agent, Carla Puente: As service employee Carla is processing service calls from customers and creates

respective service requests. In this scenario, she takes the call for a maintenance service from a customer.

Service planner, Jack Ingersoll: Among other tasks, Jack is also processing service requests which require maintenance

services. He can determine whether a maintenance service is covered under warranty and he manages the provisioning

of the maintenance service, especially for on-site repair services. In this scenario, Jack arranges the requested repair-

service via a service order.

Service engineer, Martin Wellington: Martin is processing service orders from his order pipeline, he checks the required

service, arranges for the required spare parts, and goes on-site to executes the repair service. Once done he confirms

the labor and spare parts in a service confirmation. The customer invoice is triggered from the service confirmation.

1 Names and descriptions used in the demo guide refer to the US country version of the Almika model company. In other country versions the names and descriptions will differ.



1.4 Business Pain Points

Businesses often face the challenge of monitoring customer contracts to determine the covered products, duration, and

service level agreements. In addition, they want to be able to monitor expiring contracts in order to proactively alert their

customers and generate the opportunity for renewals.

Contract Management enables companies to:

Create and manage contracts

Create service requests against contracts

Generate customer invoices, where applicable, against service calls

Automatically post the financial documents against the customer account

Accrue for contract revenue over the contract term

Create different invoice stages which is separate to the recognized revenue term

1.5 Key Messages and Value Proposition

Customers will benefit from having all their data on a common platform that is accessible to all internal and external parties

that need to share access to the same information.

Overview

This scenario walks through the end-to-end processes associated with creating, monitoring, and servicing customer

contracts.

A common ByDesign theme includes high level business goals to improve profitability, and build a foundation for growth, and

adopt best practices across the entire enterprise. To support these goals ByDesign provides Transparency, Efficiency, and

Adaptability, as well as an integrated solution to support a two-tier enterprise. With strong links to financials, this also

improves visibility on Financial Statements and reduces the need for manual effort to spread revenue accordingly.

Key Features and Associated Benefits

Integrated contract management

o Simple and error-free maintenance of customer agreements

o Ability to monitor documents to ensure compliance

o Tracking of customer Service Level Agreements

Service integration

o Ability to communicate with the service team to more effectively and efficiently resolve service issues

o Real-time visibility into service request status and resolution details

o Mobile capabilities

Financial integration

o Ability to recognize revenue in a variety of ways such as straight line over the contract term

o Invoice customers upfront front or in stages based on agreed terms

o Automatically managing deferred vs accrued revenue within the general ledger



1.6 Story Flow Summary

In the demo scenario, the customer reports an issue with a product that has been ordered some time ago. For the

maintenance of the ordered product, a customer contract has been implemented which defines the maintenance services for

the provided product. Once the contract has expired it can be renewed. The initial sales deal is represented by the following

documents:

The actual demo scenario covers the following steps:

1. In the first preparatory step the sales and service representative will check the status of the sales deal, and if

required the customer contract will be renewed.

2. The service desk agent takes a call from the customer who reports an issue with the provided product. Based on the

valid contract the service desk agent can create a service request, e.g. to arrange the repair of a defective product.

3. While processing the service request, a follow-up service order will be triggered to control the repair service.

4. Once the repair has been done, the service will be confirmed (labor and spare parts).

5. Subsequently an invoice for the service order will be created.

6. Finally, a profit analysis can optionally be ran on the overall sales deal – including the maintenance efforts.

Sales Order Delivery

Contract Template

Contract

Invoice

Create

Customer

Invoice

Create Service Request

Confirm

Service

Execution

Check Sales Deal & Contract (Preparation)

Create Follow-up Service Order



2 Technical Requirements

2.1 System Access Information

To work through the demo, you need access to a ByDesign demo tenant for the Almika model company, which is available in

different country versions. The appropriate Almika company fact sheet is available as ‘Company Specific Help’ content in the

ByDesign Almika demo tenant.

2.2 User Accounts

The following user accounts for the ByDesign Almika implementation are to be used to work through the demo:

Predefined User ID User Name (US)2 Password3 Role

Sales01p Bob Manson Welcome1 Sales and service representative

Servicedesk02p Carla Puente Welcome1 Service desk agent

Serviceplanner01p Jack Ingersoll Welcome1 Service order planner

Serviceengineer02p Martin Wellington Welcome1 Service engineer

2 The names of the users are different in different country versions of the Almika model company. 3 The passwords given in the table refer to the delivery status of the ByD Almika demo tenant. The passwords may have been changed for an actual demo tenant.



3 Demo Steps

3.1 Scenario Preparation: Check Sales Deal and Contract

What to Say

As a sales representative, you will explain the use case in the ByDesign system. Assume you are on a call with the customer

who wants you to ensure that the maintenance contract closed in the past is still valid.

The sales deal closed between Almika and the customer is based on a sales order. The order refers to a product and a

maintenance service for this product.

The sales order resulted in delivery of the product and a customer contract. Both, the delivered product and the contract have

been invoiced. The invoice for the maintenance service could alternatively be processed via an invoice plan (for monthly

invoices) – for reasons of simplification only one invoice for the overall contract has been released in this example.

The customer may request maintenance services for the product which are covered by the contract. In this demo scenario,

the customer will raise an according service request. The demo illustrates how the requested service is controlled and

represented in SAP Business ByDesign.

In this demo step you will see the details on the original sales deal and you will ensure that there still is a valid contract on the

maintenance service for the ordered product.

What to Do

Introduce Business Scenario

Login with user sales01p (sales representative)

Open work-center view Service Entitlements Contracts Contracts.

Show list My Contracts.

Select the contract with Contract ID ‘51’ and click the Contract ID to open the Contract fact sheet.

The data provided in this script is country specific. Please refer to appendix to find the data to be used in the

respective country version.

Click More to view the document flow for the contract.

Use the document flow to explain the purpose of the contract that the customer has signed with Almika.

When walking through the contract, you may open the underlying sales order to describe the ordered product (item

10) and the related maintenance service (item 20), which is represented by an Entitlement Product.

By clicking View All on the Contract fact sheet you may also open the details view on the contract.

Click Items and in the Details section walk through the tabs General and Entitled Products to explain what kind of

services are entitled with the contract items 10 and 20:

o Item 10, ‘E300302 – HVAC4 Gold Support Service’ is of Item Type ‘Entitlement – fixed price’

It entitles the customer for the repair service ‘S20018 – Repair’. All costs are covered by the contract.

o Item 20, ‘E300303 – HVAC Gold Support Spare Parts’ is of Item Type ‘Entitlement – time and material’

It entitles the customer for the spare parts assigned to the product category ‘193 – Electronic Parts’. The

pricing for the spare parts is determined via the valid price list and has to be paid by the customer in case

4 HVAC: Heating, ventilation, and air conditioning



spare parts are required for the repair service. Via the contract a discount for the spare part could also

have been arranged for (but was not done in this example).

Check whether there already is a follow-up contract, and if so open the latest follow-up contract.

Click General to view the basic data of the (latest) contract.

Ensure There is a Valid Contract

Check whether the contract is still valid, i.e. whether the current date is between Contract Start and Contract End

date. The original contract has been set-up with automatic renewal (even the contract template proposes automatic

contract renewal).

If – for some reason – there is no valid contract, i.e. the latest contract has expired, proceed as follows:

o Create a follow-up contract by clicking Follow-up – Contract.

o Set the Contract Start/ End Date to <today> and to <one year from today>.

o Optionally, you can change the Description to easily distinguish the new contract from others.

o Click SubmitRelease.

Note the Contract ID of the currently valid contract.

Log off from SAP Business ByDesign by clicking the user icon – Log off and confirm the Log Off dialog.



3.2 Create Service Request

What to Say

Introduction

As a service desk agent, you take calls from customers. Today, you get a call from a customer who reports an issue with the

delivered product ‘Combi 190’ for which maintenance services have been agreed.

You check the contracts signed with the customer and you create a respective service request, that will subsequently be

used to arrange for the required repair service.

Key Features and Advantages

Key features include the ability to reference customer and material master data, as well as the ability to store and reference

standard service agreements, service categories, and the registered products that are being covered. The document flow

gives visibility on the full process from the linked contract through to service confirmations. An integrated Knowledge Base

allows quick time to resolution based on key word searches from the related customer issue.

SAP Customer Contract Management allows companies to quickly and efficiently create and monitor contract agreements.

This allows the business to analyze any repetitive issues and act accordingly, along with improving customer relations and

ultimately having happy customers.

Value Statement

SAP Customer Contract Management allows a service desk employee to quickly identify the coverage and service provisions

associated with a customer’s registered product. This allows the organization to quickly review a service request to determine

its validity and to assign the service request for execution.

Service desk employee can use the Knowledge Base articles to help create a first-time resolution whilst on the call with the

customer. This not only reduces costs to the business but also improves customer relations.

A CFO/CEO is interested in customer loyalty and cost management. Using ByDesign gives them better control over these

areas.

Companies will be able to monitor these agreements to determine whether service requests are covered by an agreement.

Service agents will receive all the relevant information for service handling and will be able to capture the resolution details

for further analysis to reduce future breakdowns.

Financial analysts will be able to quickly review the impact and profitability of the contracts and their correlated service

requests.

Inventory managers will be able to better monitor the needs for service and repair parts, reducing the cost and time required

to fulfill service obligations.

What to Do

Take Call from Customer

Login with user servicedesk02p (service desk agent)

Open work-center view Account Management Accounts and show list My Team’s Accounts.

As you get a call from Frank Sent who reports a product issue, you type ’Frank‘ in the search field

and hit the ‘return‘ key.

The system lists CP100110 as matching account entry;

click the entry in column ‘Account Name’ to open the account fact sheet.

Click Sales to navigate to the sales data and scroll-down to the Contracts section.

Here you see that there is an active contract (see previous demo step).



Create Service Request

You now create a new Service Request by clicking You Can Also – New Service Request.

In the service request view enter the following details:

o For Reference Product enter Combi and select ‘Combi 190 P100403‘ from the drop-down menu.

o Open the value help for Reference Contract Item and select the respective contract line item,

e.g. Contract ID ‘51’ and Line ‘10’.

o Enter a Subject, e.g. Device reports error code 999 "regulation unit defect".

o Enter an Incident Description, for example:

A service engineer needs to come on-site.

The customer has a valid maintenance contract.

o Optionally set the Service Category to ‘Product Problem’.

o Change the Processor to ‘Jack Ingersoll E0112’, as he is responsible for planning on-site maintenance

services.

If configured accordingly the system could also derive responsibilities from the service category. This is

especially helpful for larger companies.

Click Submit to save the service request.

Note the Service Request ID of the new service request.

Log-off



3.3 Process Service Request and Create Service Order

What to Say

Introduction

As a service planner, you process those service requests that are required for arranging an on-site maintenance service.

Following this, you initiate a Service Order and assign a service performer to undertake the work. Finally, release to service

execution for work to commence.


The ability to track the service request back to the customer contract and create follow-up activities such as email and

appointments. Should the service request need to be escalated then there is a ‘Take Over’ feature allowing the owner to be

changed. Service Order Categories assigned give insight into different outcomes such as chargeable work etc, also being

linked to inventory allows ordering of spare parts via procurement, using internal stock or assigning from an alternative

location.

Service Orders allow a business to manage effective repairs, tracking chargeable and contract covered items and also

automatically recording the financial impact of the work undertook by the service engineer.

Value Statement

Companies will benefit from Insightful analytics giving real-time information on contract profitability which is key to any

business.

Contract usage reports which track the status of a contract and its items along with automated Business Task Management

features and alerts to warn about critical information such as contract expiry, items not covered and total contract fulfillment

etc.

Contracts department using renewal and cancellation rules to help streamline the contracts process.

Finance are provided with accurate costs automatically posted to the general ledger.

Cost reduction from time spent recording and the administration of expenses.

What to Do

Process Service Request

Login with user serviceplanner01p (service planner)

Open work-center view ‘Service Desk Service Requests’ and show list ‘My Service Requests’.

Select the service request created in the previous demo step.

First click ‘Edit’ and then ‘View All’.

Double-click the value of field Reference Contract Item to open the customer contract.

In the contract fact sheet click ‘View All’

In the contract details view click tab ‘Items’.

Ensure that Item 10 is selected.

In the item details section click ‘Entitled Products‘ to see that the repair service ‘S200108’ is entitled.

Optionally click Item 20 to view the entitled product category.

Close the contract view.

Create Service Order

In the service request view click ‘Follow-up – Service Order’.



Click ‘Save’ to save the newly created service order.

Note the Service Order ID of the new service order.

Optionally complete the service request: in the service request view click ‘Change Status – Complete’ and ‘Save’.

Use work center view ‘Service Orders Service Order Processing’ to plan and release the service order.

Use list ‘My Orders to be Planned’ and select the service order just created.

First click ‘Edit’ and then ‘View All’.

In tab ‘General’ assign ‘Martin Wellington (E0114)’ as Service Performer.

In tab ‘Services and Spare Parts’ click ‘Add Row’.

In column Product enter ‘Repair’ and select ‘Repair S200108’ from the drop-down list.

Click ‘Submit – Release to Service Execution’ to trigger the service execution.

Log-off



3.4 Confirm Service Execution

What to Say

Introduction

As a service engineer, you arrange for the execution of service orders. Once a service has been executed you confirm the

execution on the respective service order.

The actual repair not only required an on-site repair service (which is covered by the maintenance contract), but also a spare

part had to be exchanged on site. The spare part also is subject of the service confirmation; in this case the spare part is not

covered by the contract.

What to Do

Process Service Request

Login with user serviceengineer02p (service engineer)

Open the work center view ‘Field Service and Repair Order Pipeline’.

Use list ‘My Orders to be Executed’ and select the respective service order (created in the previous step).

Click ‘Confirm Execution’ to create a service confirmation document.

In the service confirmation change the ‘Work Description’ to: Exchange of regulation unit

In the ‘Service and Spare Parts section click ‘Add Row’.

In column Product enter 'P100201' – the spare part was replaced on-site.

Click ‘Save’ to save the service confirmation.

Note the Service Confirmation ID of the new service confirmation.

Click ‘Release’ to release the service confirmation.

Complete Service Order

Click the ‘Refresh’ icon in the ‘My Orders to be Executed’ list to see that the status of the order has changed to ‘In

Process’.

Ensure that the service order is still selected and click ‘Edit’.

In the edit service order view click ‘Submit – Complete Service Execution’ to complete the service order.

Confirm the Confirm Service Execution Completion dialog with ‘OK’.

Log-off



3.5 Create Invoice

What to Say

Introduction

As a sales representative, you can create the invoice from the service order. Typically, the system would create the invoice

with the next invoice run. In the demo scenario, the invoice is created manually to illustrate the invoice items.


Invoices are created against the service being performed, so there is no need for manual entry of invoice data or the fear of

lost or inaccurate information.

Customer invoices are created for the services performed, so that customers can receive timely and accurate billings.

Value Statement

By integrating the full-service stream, companies can determine the validity of service agreements, quickly resolve customer

issues, and accurately bill for any eligible services fulfilled.

By monitoring these service agreements and the ensuing services being performed, the business will benefit from improved

customer satisfaction through more efficient handling of service requests and the ability to receive accurate invoices for the

services performed.

What to Do

View the Invoice Request

Login with user sales01p (sales representative)

Go to work center view ‘Customer Invoicing Invoice Requests’.

Use list ‘To Be Invoiced Invoice Requests’ and select the request with the Invoice Request Type ‘Service

Confirmation Invoice Request’ – with the ‘Document ID’ relating to the service confirmation created in the previous

step.

Click the entry in column ‘Document ID’, i.e. the service confirmation from the previous demo step.

In the service confirmation fact sheet scroll down to the section Services and Spare Parts.

For both items, the service item 10, and the spare part item 20, a Net Value price is displayed.

But only the spare part item will be subject of the invoice (as the service item is covered by the contract).

Click ‘More’ to view the document flow from the sales order via the contract, the service request, the service order to

the service confirmation.

Click ‘Close’ to close the service confirmation.

Create the Invoice

Ensure that, in the list of invoice requests, the respective invoice request is still selected.

Click ‘Invoice’ to create the invoice for the service confirmation.

In the invoice screen, only one item for the spare part is included.

Click ‘Save’ to save the invoice.

Note the Invoice ID of the new customer invoice.

Click ‘Close’.

Release the Invoice

Go to work center view ‘Customer Invoicing Invoice Documents’.



Use list ‘Not Released Invoice Documents’ and select the invoice created in the previous step.

Click the entry in column Invoice ID to open the invoice fact sheet.

Click ‘More’ to view the complete document flow, which now also includes the invoice for the service confirmation.

Click ‘Close’ to close the invoice fact sheet.

Ensure that the invoice is still selected in the list of invoice documents and click ‘Release’ to release the invoice.

The invoice will now be sent to the customer.

Log-off



4 Appendix

The data provided in this script is country specific. Please refer to the table below to find the contract ID which is the base of this demo scenario in the respective country version.

Country US DE

Contract ID 51 51



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