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Golden Demo In-house Repair

SAP Business ByDesign Reference Systems

Demo Script

In-house Repair

Classification: Internal and for Partners

Version: 20180131


Document Version: 20180131 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 available. The content is similar but deviates especially with respect to language support,

names and object descriptions. Sample data used in this demo script relates 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 1705

• DE – Germany, as of demo release ByD 1705

• UK – United Kingdom, as of demo release ByD 1705

• FR – France, as of demo release ByD 1705

• AT – Austria, as of demo release ByD 1705

• CH – Switzerland, as of demo release ByD 1705

• NL – Netherlands, as of demo release ByD 1705

• CA – Canada, as of demo release ByD 1705

• MX – Mexico, as of demo release ByD 1705

• AU – Australia, as of demo release ByD 1705

• CN – China, as of demo release ByD 1705

• IN – India, as of demo release ByD 1705

The demo release basically is determined by the time when the demo tenant has been provisioned 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 release status 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. Demo Overview ............................................................................................................................................. 4

2. Intended Audience ........................................................................................................................................ 4

3. Protagonists .................................................................................................................................................. 4

4. Business Pain Points ..................................................................................................................................... 4

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

6. Story Flow Summary ..................................................................................................................................... 5

2. Technical Requirements ....................................................................................................................................... 6

1. System Access Information ........................................................................................................................... 6

2. User Accounts ............................................................................................................................................... 6

3. Demo Steps ............................................................................................................................................................ 7

1. Create Service Order for In-House Repair .................................................................................................... 7

1. Create Service Request ................................................................................................................... 7

2. Create a Service Order from the Service Request ......................................................................... 10

2. Return Processing at the Service Center .................................................................................................... 12

1. Create Inbound Delivery Notification ............................................................................................. 12

2. Assign Customer Return Document to Service Order ................................................................... 16

3. Create Service Confirmation .......................................................................................................... 19

4. Request Outbound Delivery ........................................................................................................... 20

5. Create Outbound Delivery Notification ........................................................................................... 22

6. Create Customer Invoice ............................................................................................................... 23

4. Scenario Quick Guide and Key Master Data ..................................................................................................... 26

1. Create Service Order for In-House Repair .................................................................................................. 26

1. Return Processing at the Service Center .................................................................................................... 27



1. Demo Script Overview

1. Demo Overview

This demo script outlines the highlights of SAP Business ByDesign in a Customer Service focused business scenario and

shows you how to demo these capabilities along with their benefits and how to deliver proof of these value propositions in

your demo.

In this demo you will go through an in-house repair process to show the capabilities of this solution in an end-to-end process.

The key features that are part of this demo will help to prove the value statements for this solution. These value statements

are all related to ByDesign’s product general key features of Transparency, Adaptability and Efficiency.

These three tenets lay the foundations of Profitability and Growth, which are the main pillars of any business.

In the demo, you will present the ByDesign system from the perspective of the service agent Jack Ingersoll and will

demonstrate how to:

create a service request / service order for an in-house repair scenario

handle the customer return process

finish the repair process by maintaining the service order

send back the repaired customer product

create an invoice request for the service order

2. Intended Audience

SAP internal: Pre-Sales Solution Advisors, new hires

SAP external: CEO, Service Management, Partner Presales

3. Protagonists

The main character of this demo story is Jack Ingersoll, who is a service manager, and the demo story will take you through

typical tasks of his daily routine.

Service Manager (main Character)

Warehouse clerk (processing the inbound and outbound logistics tasks)

4. Business Pain Points

Insufficiencies related to the in-house repair process

Lack of visibility between the service repair process and the handling of customer returns

Long delays from service order to invoice due to non- integrated business processes in customer service and logistics

Low customer satisfaction regarding duration of return process and non-transparent repair handling

Service managers and clerks and managers do not know the logistics status of the return handling



5. Key Messages and Value Proposition

Increase customer satisfaction – a fast and transparent process flow integrated in service management and logistics

Ensure profitability – reduce time-to-cash through integration to service, logistics and financials

Stay customer-focused

Overview

Give one view of the entire in-house repair process including logistics handling of customer return processes

Ensure commitments and profitability through integration to service, supply chain and financials

Ensure true customer centricity through a complete and consistent view of all information

Key Features and Associated Benefits

Built-in service management

1. Complete built-in service to resolve process with logistics impact

Built-in repair-to-invoice management

2. Gives complete visibility of the repair process and enables fast invoicing

Complete tracking of the in-house repair process including logistics handling for the customer returns

3. Helps to measure the effectiveness of repair activities

6. Story Flow Summary

The in- house repair scenario comprises the following steps:

Service agent creates a service request

Handling an incoming customer inquiry

Service agent creates a service order from the request

Warehouse manager creates an inbound delivery notification

Service agent assigns customer return document to service order

Service agent creates service con-firmation

Service agent requests Outbound Delivery

Warehouse manager creates outbound delivery notification

Service agent reviews customer return document

Service agent creates customer invoice request



2. Technical Requirements

1. System Access Information

To run the demo, you need access to a ByD demo tenant for the Almika model company, which is available in different

country versions.

2. User Accounts

The following user accounts for ByD Almika implementation are to be used to run the demo:

Predefined User ID User Name Password Component

SERVICEPLANNER01P Jack Ingersoll (E0112) Welcome1 SAP Business ByDesign

WAREHOUSE01P Luther Loblanski (E0109) Welcome1 SAP Business ByDesign



3. Demo Steps

1. Create Service Order for In-House Repair

1. Create Service Request

What to Say

Introduction

You are logged into ByDesign as Jack Ingersoll, the service manager of your company. You receive a phone call

from a customer who reports an issue with a gas boiler. The boiler needs to be repaired at your service center. For

this you are now going to create a service request and capture the relevant information.

Key Features and Advantages

The complete view of all registered product information and its history is available from the service request.

The capability to pull all of the relevant customer and product information very quickly, the system enables the service

planner to handle the service request efficiently and quickly.

Complete view of all customer information and history is available from the customer overview.

Form processing capabilities are also built on the efficiency concept: With very little effort, the service desk employee

creates a service request notification for the customer; the information for this document is pulled from the

service request.

Value Statement

Transparency of information allows service requests to be handled efficiently; no effort is wasted in gathering the

required information regarding the customer and the registered product.

This enables quick response times to customer requests, which, in turn leads to higher customer satisfaction and,

ultimately, more profitability.

What to Do

Log on to the system as SERVICEPLANNER01P (Jack Ingersoll).

WoC Service Desk -> Common tasks -> New Service Request:

Account: CP100110 - Silverstar

Registered Product: Select “Boiler Combi 75 V4.4” (REG_100401_CP100110)

Save the service request to obtain the service request ID.

Subject: Enter a unique description, for the purpose of this demonstration ideally containing the request ID, e.g. “SR

238 / combi 75 not working”

Incident Description tab: Enter a meaningful description, such as:

Heat output of Combi 75 is below average. Cause could not be determined. Needs to be repaired in-house at Almika.

On the Notes and History tab -> Add -> Reply to Customer: Add a note to be sent to the customer.

Text suggestion for the note:




Dear <Mr Sent>,

Referring to your service request (SR<no.> / Combi75) I would like to notify you that we cannot fix the problem you

described on-site at your location but will have to dis-assemble the boiler; which we can only do at our service center.

Please send the defect gas boiler Combi 75 to our service center in <Cleveland> at the following address:

<Almika Heating Cleveland>

<5, Lake Avenue>

<Cleveland OH 44124>

<United States>

Best Regards,

<…>

To demonstrate the form processing capabilities of ByDesign, click You Can Also Send Reply to Account

Click Preview and show the service request form that the customer will receive.

Click Submit.

What you Should See




Form generated from the service request



2. Create a Service Order from the Service Request

What to Say

Introduction

After you have sent the service request to the customer and they confirmed the service order, you create a service

order from the request, which ByDesign makes very easy for you.


Follow-up functionality creates the process flow between the service request and service order.

Information from the service request is automatically copied to the service order, -no need to re-enter any data.

Value Statement

Seamless integration from service request to service order allows to efficiently manage and dispatch service issues to

the right service performer.

What to Do

WoC Service Desk -> Service Requests -> My Service Requests

Select the request you submitted before.

Create a service order from the service request by clicking Follow-Up Service Order.

Location of Service Provision: Own Service Center

Processor: Change the defaulted processor to processor ID E0103 (US: Kate Jacob).

Service Performer: Change the defaulted service performer to ID E0112 (US: Jack Ingersoll) if necessary.

In the Service and Spare Parts section, click Add Row.

Product: Repair S200108

Quantity: 2 hours

Click Submit Release to Service Execution.

Remember the ID of the service order and log off.

The next steps will be done by the warehouse manager.



2. Create a Service Order from the Service Request

What you Should See



2. Return Processing at the Service Center

1. Create Inbound Delivery Notification

What to Say

Introduction

Luther Loblanski, the warehouse manager at the service center for heating products, has received a return from a

customer who has problems with a faulty boiler and is going to create an inbound delivery notification and post the

goods receipt.


Unexpected returns without a related sales order can be handled properly in the warehouse

Customer-owned stock identification separates the product to be repaired from your company-owned stock. The value

determination of customer-owned stock is quite accurate and reliable.

The return is flagged to be repaired in the in-house repair center.

Value Statement

The logistics process for the return handling is integrated with service order processing. The responsible service

planner is thus aware of the fact that a customer return was posted as customer-owned stock in the

warehouse.

Due to this integration of logistics and service processes, the service order can be processed much faster.

What to Do

Log on to the system as WAREHOUSE01P

WoC Inbound Logistics Common Tasks -> New Customer Return Notification

Step 1: Select Outbound Delivery Items: Click Next.

Step 2: Edit Customer Return Delivery Notification

Delivery Notification ID: Enter a delivery notification ID, such as “RET SR823”

Ship-to Party: 1000 Almika Inc.

Ship-to Location: P1100 Almika Heating Cleveland

Sender: CP100110 Silverstar Wholesale Corp

Click Add Row on the Line Items tab.

Product ID: P100401 Gas Boiler Combi 75

Delivery Notification Quantity: 1 ea

Return Reason: Defective Parts

Follow-Up Activity: Repair at Own Service Center




Note: As you choose this option, point out that the Externally-Owned Stock indicator is automatically set and the

owner of the item is displayed

Click Add Row on the Notes tab and select the note type Internal Comment.

Enter an internal comment, such as “SR 271 / Combi 75 in-house repair”.

Click Next.

Step 3: Review

Review your entries, then click Finish.

Step 4: Confirmation

In the What do you want to do next? section, click the link Post Goods Receipt for Customer Return Notification

Document …

In the Create Inbound Delivery and Goods Receipt view,

Click Propose Quantities.

Click the Item Details tab.

Under Execution, you can see the indicators for Externally-Owned Stock and for Repair.

Click Save and Close.

Remember the Inbound Delivery ID that is displayed in the system message. You may need it so you can identify

the return in the next step.

Log off. The next steps will be done by the service planner.

What you Should See



2. Assign Customer Return Document to Service Order

What to Say

Introduction

As soon as the customer return is posted in the warehouse, Jack is able to see the return and can assign it to the

associated service order for further processing.


The customer return posted in the warehouse is immediately visible for the service planner.

Efficiency by service execution without any process break throughout the returns document.

After performing the service, the outbound delivery to the end customer can be triggered by the service planner

without interrupting the process.

Document flow that ensures transparency across an entire business transaction and efficient processing of business

tasks.

Value Statement

Quick notification informs the service planner that a customer return was posted.

The service planner can efficiently execute the repair process without having to jump through different business

transactions.

The performing time from service request to resolve can be minimized.

The customer satisfaction increases due to this short resolution time.

What to Do

Log on to the system as SERVICEPLANNER01P.

WoC Service Orders Returns

Search for Today’s Returns and then identify and select the return that the warehouse manager has generated

through the inbound delivery. Check the information on the General and on the Items tabs.

Click Edit to open the Return.

On the Items tab, click Assign Reference and assign the service order that you created before.

Point out to your audience that in the Inbound area, additional information on externally owned stock appears:

Current Externally-Owned Quantity: 1 ea

Save the return and click the Document Flow tab to show the entire document flow.

Click on Preview to show the Customer Returns Notification for the customer, which notifies the customer that you

have received the goods they returned.

In the document flow, open the service order to confirm the service execution.



What you Should See



2. Assign Customer Return Document to Service Order



3. Create Service Confirmation

What to Say

Introduction

In this step, Jack (SERVICEPLANNER01P) confirms the execution of the service.


Document flow that ensures transparency across an entire business transaction and efficient processing of business

tasks.

Value Statement

Highly automated process helps to prevent mistakes and delays.

What to Do

In the document flow of the customer return, click on the service order:

Click Confirm Execution.

Work Description: Enter a work description for the repair, for example “I have repaired the boiler by replacing control

regulation 75. Works fine now.”

In the Services and Spare Parts section, make the following entries:

Product: Repair - S200108. Adjust the time needed for the repair, if necessary.

Product: Control Regulation Unit 75 - P100201

Logistics Area: Warehouse - P1100-20

Service Category: Product Problem (10014000)

Incident Category: Functioning Problem (10014172)

Fixed On: Specify the date and time the repair was completed.

Point out to your audience that the Incident Category 10014172 - Functioning Problem is not covered by warranty.

The customer has to pay for the repair and the spare parts.

Click Release.

On service order overview screen click Edit.

Click Submit -> Complete Service Execution.

Click OK.



3. Create Service Confirmation

What you Should See

4. Request Outbound Delivery

What to Say

Introduction

After the faulty boiler has been repaired, it needs to be sent back to its owner. Jack submits an outbound request, for

which a delivery proposal was created automatically, when he confirmed service execution. This way, he triggers the

outbound logistics process.


The outbound delivery proposal is generated automatically.

Value Statement


Quick outbound delivery process increases the customer orientation of the service performing company.



4. Request Outbound Delivery

What to Do


Search for Today’s Returns and then identify and select the return that the warehouse manager has generated

through the inbound delivery.

Click Edit.

Click the General tab.

Click the Customer Information tab and enter some information for the customer.

For example:

“Dear Customer,

Please test heating capacities upon the return of the boiler and contact us immediately if the problem persists.”

Click the Items tab and review or reschedule the planned delivery date, if necessary.

Click Save.

Click Request Outbound Delivery.

Click Submit.

What you Should See



5. Create Outbound Delivery Notification

What to Say

Introduction

When Luther checks the list of delivery proposals, he discovers the proposal Jack submitted and goes about to finalize

the outbound delivery by posting the goods issue and enters the carrier in charge of taking the boiler back to the

customer.


The outbound delivery proposal is generated automatically.

Value Statement


Quick outbound delivery process increases the customer orientation of the service performing company.

What to Do

Log on to the system as WAREHOUSE01P.

WoC : Outbound Logistics Delivery Control: Delivery Proposals

Select Return to Customer Proposals Select the required customer return from the list and click Post Goods

Issue.

In the Create Outbound Delivery and Goods Issue view, make the following entries:

Freight Forwarder: S100950 Warehouse Services Inc.


In the Line Items tab, sub-tab Item Details, enter the Source Logistics Area ID: P1100-20 (Warehouse)

Click Release.

Make a note of the Outbound Delivery ID.



5. Create Outbound Delivery Notification

What you Should See

6. Create Customer Invoice

What to Say

Introduction

The return process is now completed. The invoice for the service order can be created now.


The customer invoiced can be generated without any additional data entry at the end of the repair process.

Due to the fact that all warranties and discounts for repairs can be taken into account by the system, the invoice will

be correct and meet the customer’s expectations.

Value Statement

Avoiding mistakes in invoicing throughout automated processes from service order handling to invoice contributes to a

high customer retention rate.

What to Do




Log on as SERVICEPLANNER01P

WoC Customer Invoicing Invoice Requests

Select the To Be Invoiced Invoice Requests show filter.

Select the required service order or service confirmation from the list and click Invoice.

Check the invoice data and click Save.

Click Release.




What you Should See



4. Scenario Quick Guide and Key Master Data

1. Create Service Order for In-House Repair

Log on as SERVICEPLANNER01P (Jack Ingersoll)

Create Service Request

Path Data to Use/Enter Activity

WoC Service Desk common tasks -> New Service Request

Account CP100110 - Silverstar

Registered Product Boiler Combi 75 V4.4

(REG_100401_CP100110)

Save

Subject Enter a description containing the

request ID, e.g. SR 238 / combi 75

Incident Description tab EXAMPLE:

Heat output of Combi 75 is below average. Cause

could not be determined. Needs to be repaired in-

house at Almika.

Enter a meaningful description, such

as in the EXAMPLE.

Notes and History tab EXAMPLE:

Dear <Mr Sent>,

Referring to your service request (SR<no.> /

Combi75) I would like to notify you that we cannot fix

the problem you described on-site at your location

but will have to dis-assemble the boiler; which we can

only do at our service center. Please send the defect

gas boiler Combi 75 to our service center in

<Cleveland> at the following address:

<Almika Heating Cleveland>

<5, Lake Avenue>

<Cleveland OH 44124>

<United States>

Best Regards,

<…>

Add a note to be sent to the

customer, such as in the EXAMPLE.

1. To demonstrate the form

processing capabilities of

ByDesign, click You Can

Also Send Reply to

Account

2. Click Preview and show the

service request form that the

customer will receive.

Click Submit.



Create Service Order from Service Request


WoC Service Desk Service Requests

Search for My Service Requests and

select the request you submitted

before.

Create a service order from the

service request by clicking Follow-Up

Service Order.

Location of Service

Provision

Own Service Center

Processor E0103 (US: Kate Jacob) Change processor ID

Service Performer E0112 Change processor ID if necessary

In the Service and Spare Parts

section, click Add Row.

Product Repair S200108

Click Submit Release to Service

Execution.

Remember the ID of the service order

and log off. The next steps will be

done by the warehouse manager.

Log off.

1. Return Processing at the Service Center

Create Inbound Delivery Return Notification

Log on as WAREHOUSE01P (Luther Loblanski)


WoC: Inbound Logistics Common Tasks: New Customer Return Notification

New Customer Return

Notification

Create an inbound delivery

Step 1 : Select Outbound Delivery Items

Click Next.

Step 2 : Edit Customer Return Delivery Notification




Delivery Notification ID Enter a delivery notification ID, such

as “RET SR271”

Ship-to Party 1000 Almika

Ship-to Location P1100 Almika Heating

Sender CP100110 Silverstar

Click Add Row on the Line Items

tab.

Product ID P100401 Gas Boiler Combi 75

Delivery Notification

Quantity

1 ea

Return Reason Defective Parts

Follow-Up Activity Repair at Own Service Center Note: As you choose this option, point

out that the Externally-Owned Stock

indicator is automatically set and the

owner of the item is displayed

Click Add Row on the Notes tab and

select the note type Internal

Comment. Enter an internal

comment, such as “SR 271 / Combi

75 in-house repair”.

Click Next.

Step 3 : Review

Review your entries, then click

Finish.

Step 4 : Confirmation

In the What do you want to do

next? section, click the link Post

Goods Receipt for Customer

Return Notification Document …

Create Inbound Delivery and Goods Receipt view


Click the Item Details tab.

Under Execution, you can see the

indicators for Externally-Owned

Stock and for Repair.




Click Save and Close.

Remember the Inbound Delivery ID

that is displayed in the system

message. You may need it so you

can identify the return in the next

step.

Log off.

Assign Customer Return Document to Service Order

Log on as SERVICEPLANNER01P (Jack Ingersoll)



Application screen

(in ByD: WoC and view)

Search for Today’s Returns and then

identify and select the return that the

warehouse manager has generated

by the inbound delivery.

Click Edit to open the return.

Click View All.

Return: <no.> view Click the Items tab.

Click Assign Reference and assign

the service order that you created

before.

Note that in the Inbound area,

additional information on externally

owned stock appears: Current

Externally-Owned Quantity: 1 ea

Save the return and click the

Document Flow tab to show the

entire document flow.

Click on Preview to show the

Customer Returns Notification that

the customer will receive to notify

them that you have received the

goods they returned.

In the document flow, open the

service order to confirm the service

order.



Create Service Confirmation


Service order you opened in the previous step.

Service Order Overview: <#> Click Confirm Execution.

Work Description Enter a brief description for the repair,

for example “I have repaired the boiler

by replacing control regulation 75.

Works fine now.”

Services and Spare Parts section

Product Repair - S200108 Adjust the time needed for the repair,

if necessary.

Product Control Regulation Unit 75 - P100201

Logistics Area Warehouse - P1100-20

Service Category Product Problem (10014000)

Incident Category Functioning Problem (10014172)

Fixed On Specify the date and time the repair

was completed.

Click Release.

On service order overview screen

click Edit.

Click Submit -> Complete Service

Execution.

Click OK.

Click Close.

Request Outbound Delivery


Document Flow of the Return Overview

In the document flow of the Return

view, click the General tab.

EXAMPLE:

“Dear Customer, Please test heating

capacities upon the return of the boiler

Click the Customer Information tab

and enter some information for the

customer as in the EXAMPLE.



and contact us immediately if the problem

persists”.

Click the Items tab and schedule the

planned delivery date.

Click Request Outbound Delivery.

Click Save.

Click Submit.

Create Outbound Delivery Notification

Log on as WAREHOUSE01P (Luther Loblanski)


WoC Outbound Logistics Delivery Control: Delivery Proposals

Select Show / Return to Customer

Proposals and click Go.

Select the required customer return

from the list and click Post Goods

Issue.

Create Outbound Delivery and Goods Issue view

Freight Forwarder S100950 Warehouse Services Inc.


Enter a Source Logistics Area if

you’re prompted, for example, ID

P1100-20.

(Relevant only for some countries)

Click Release.

Make a note of the Outbound Delivery

ID.

Create Customer Invoice




WoC Customer Invoicing Invoice Requests

Invoice Requests view Select All To Be Invoiced

Requests.

Select the required service order or

service confirmation from the list and

click Invoice.

New Invoice view Check the invoice data and click

Save.

Click View All.

Click Document Flow and click the

service order ID to show the complete

extended document flow

Release the invoice.



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These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation

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