golden demo - sap ui · golden demo customer contract management february 19, 2013 3 1 demo script...
TRANSCRIPT
SAP Cloud Reference Systems
Demo Script
Customer Contract Management
Classification: Internal and for Partners
Professional Service Providers
Global
February 19, 2013
Golden Demo
SAP Business ByDesign
Golden Demo Customer Contract Management
February 19, 2013 2
Table of Content
1 Demo Script Overview .......................................................................................................................................... 3
1.1 Demo Overview ............................................................................................................................................. 3
1.2 Intended Audience ........................................................................................................................................ 3
1.3 Protagonists .................................................................................................................................................. 3
1.4 Business Pain Points ..................................................................................................................................... 3
1.5 Key Messages and Value Proposition ........................................................................................................... 3
1.6 Story Flow Summary ..................................................................................................................................... 4
2 Technical Requirements ....................................................................................................................................... 5
2.1 System Access Information ........................................................................................................................... 5
2.1.1 System Landscape .......................................................................................................................... 5
2.1.2 System Access ................................................................................................................................ 5
2.1.3 Users ............................................................................................................................................... 5
3 Demo Steps ............................................................................................................................................................ 6
3.1 Prerequisite Step ........................................................................................................................................... 6
3.1.1 Copy Existing Contract .................................................................................................................... 6
3.2 Execute Service on Customer Contract ........................................................................................................ 7
3.2.1 Create Service Request ................................................................................................................... 7
3.2.2 Confirm Execution ........................................................................................................................... 8
3.2.3 Create Contract Invoice ................................................................................................................. 10
3.2.4 Check Journal Entries .................................................................................................................... 12
3.2.5 Summary ....................................................................................................................................... 15
4 Scenario Quick Guide and Key Master Data ..................................................................................................... 16
4.1 Execute Service on Customer Contract ...................................................................................................... 16
5 Appendix .............................................................................................................................................................. 18
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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 demo 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 the service will be
performed, service data captured and execution confirmed. To complete the process, the completed work 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 documentation 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.
1.2 Intended Audience
SAP internal: Pre-Sales Executives, Pre-Sales Solution Advisors
SAP external: CEO, CIO, Sales Management
1.3 Protagonists
The main character of this demo story is Eddie Smoke, who takes the role of a sales and service representative.
Eddie needs to be able to capture a customer’s contractual agreement and then reference that contract through subsequent
service execution. In addition, Eddie must be able to determine whether a service issue is covered under warranty and what
provisions exist for handling the service agreement.
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
1.5 Key Messages and Value Proposition
Customers will benefit from having all of 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.
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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.
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
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
1.6 Story Flow Summary
Based on an existing contract for a certain customer the employee can create a service request, e.g. to repair a server which
is not working any longer. As soon as the server repair is executed, it can be confirmed directly out of the contract and
invoiced afterwards. Finally the employee can check the journal entries to review the financial postings in the system related
to the service execution.
The main process steps in this demo scenario include the following steps:
Create
Customer
Invoice
Create Service Request
Confirm
Execution
Check
Journal
Entries
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2 Technical Requirements
2.1 System Access Information
2.1.1 System Landscape
Software Component Release Support Pack
SAP Business By Design 1302
2.1.2 System Access
Access your local demo system. The access details and demo features described here are available in all standard reference
systems as of 1302.
2.1.3 Users
Predefined User ID User Name Password Component
Administration01 Eddie Smoke Welcome1 SAP Business ByDesign
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3 Demo Steps
3.1 Prerequisite Step
3.1.1 Copy Existing Contract
What to Say
Introduction
To perform the following demo steps the existing contract ID 1 should be copied.
What to Do
WoC Service Entitlements -> Contracts.
Show list -> All Contracts -> Go.
Select Contract ID 1.
The data provided in this script is country specific. Please refer to appendix to find the data which was created
in the respective country version.
Click Copy.
Optional you can change the description to make the new contract more different from any existing contracts.
Click Save.
Click Submit -> Release.
What you Should See
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3.2 Execute Service on Customer Contract
3.2.1 Create Service Request
What to Say
Introduction
Based on an existing customer contract Eddie Smoke creates a new service request.
Key Features and Advantages
SAP Customer Contract Management allows companies to quickly and efficiently create and monitor these
agreements.
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.
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 a service request for execution.
Companies will be able to monitor these agreements to determine whether service requests are covered by an
agreement.
Service agents will receive all of 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
WoC Service Desk -> Common Tasks -> New Service Request.
Enter Unlimited Electrics in the Account field.
Reference Contract Item field -> Search for appropriate contract for customer Unlimited Electrics using the input
help .
Select newly created contract ID (copy from ID 1), line item 10 Platinum Support - 7x24.
Enter Support Request in the Subject field.
Enter Server is not working in the Incident Description field.
Enter Service & Support Heating in the Service and Support Team field.
Enter Product Problem in the Service Category field.
Enter Usability Problem in the Incident Category field.
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3.2.1 Create Service Request
Click Save.
Click Submit.
What you Should See
3.2.2 Confirm Execution
What to Say
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3.2.2 Confirm Execution
Introduction
According to the existing contract for customer Unlimited Electrics the execution of server repair will be confirmed in
this step.
Key Features and Advantages
Service agents will be able to monitor their assigned workload, schedule customer visits in a logical sequence, and
communicate the status of his or her assigned tickets.
Value Statement
Companies will benefit from the integrated data and information that flows from the contract into the service
agreement and then ties to the financial reporting and analysis. Customer satisfaction will be improved through timely
analysis and assignment of service requests, with an additional benefit from accurate invoicing and improved
communications.
What to Do
WoC Service Entitlements -> Contracts.
Show list -> All Contracts.
Select the new contract for customer Unlimited Electrics used in the step before.
Click Confirm Execution.
Enter Completed server repair in the Work Description field.
Enter todays date / 4 pm in the Arrived On field.
Enter todays date / 5 pm in the Fixed On field.
Enter E0214 in the Service Performer field.
Click Add Row in the Services and Spare Parts section.
Enter Second Level Support in the Product field.
Click Release.
What you Should See
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3.2.2 Confirm Execution
3.2.3 Create Contract Invoice
What to Say
Introduction
Eddie Smoke creates the customer invoice for the executed server repair.
Key Features and Advantages
Invoices are created against the service being performed, so there is no need for manual entry of invoice data or the
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3.2.3 Create Contract Invoice
fear of lost or inaccurate information.
Customer invoices are created with reference to the services performed, so that customers are able to receive timely
and accurate billings.
Value Statement
By integrating the full service stream, companies are able to 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
WoC Customer Invoicing -> Invoice Requests.
Select the newly created document ID (invoice request type Customer Contract Invoice Request) for account
Unlimited Electrics with status To Be Invoiced.
Click Invoice.
Click Release.
What you Should See
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3.2.4 Check Journal Entries
What to Say
Introduction
Eddie Smoke checks the journal entries to review the financial postings in the system related to the service execution.
Key Features and Advantages
The financial postings for the customer invoice are created in real time, using data flowing from the customer contract
and service request. This eliminates typical errors associated with duplicate or manual data entry.
Value Statement
Leveraging the integration of Business ByDesign, companies will be able to see all of the details associated with a
journal entry, including the ability to see the data flow from the source document and any preceding documents. The
system captures the debit and credit elements in real time, so that the system is always in balance.
This financial information is also available through the built-in analytics, allowing the financial user to quickly generate
his or her own reports with slice-and-dice and drill-down reporting capabilities.
What to Do
WoC General Ledger -> Journal Entries.
Select the journal entry ID related to the invoice ID created in the step before -> column Source Document ID.
Click View.
In section General Information click on the invoice number behind Source Document ID to show the navigation
functionality between corresponding objects within ByDesign.
Choose tab More on the Invoice Overview screen to highlight the document flow from the contract to the invoice.
Click on the anchor in the contract frame to extend the view.
Click Close twice.
What you Should See
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3.2.5 Summary
What to Say
Introduction
Summarize contract management capabilities as shown before.
With only one system required to manage this entire scenario, ByDesign enables the ability to:
Increase our speed to revenue
Decrease our cost of selling and delivering services
Improve customer satisfaction by delivering on time and on budget
Provide reporting insight to manage customer contracts
Key Features and Advantages
Working with ByDesign, customers are able to leverage the benefits of having an integrated system that can handle all
aspects of contract and service management. By leveraging the ability to create contracts and service requests
against data stored in the system, companies are able to quickly and efficiently manage these agreements.
Mobile capabilities allow for improved communications between the field, the office, and the customer, while the
imbedded analytics allow for better monitoring of this aspect of the business.
Value Statement
The area of customer contract management offers businesses an opportunity for an area of additional profitability and
customer satisfaction through effective management of service agreements. ByDesign allows companies to more
effectively handle these services while ensuring accurate invoicing.
What you Should See
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4 Scenario Quick Guide and Key Master Data
This section summarizes the entire process and provides all the master data that you need to run it. If there is more than one
process alternative, additional tables will be provided.
This chapter is intended as a quick reference for experienced users who have understood the basics of the business process
and have already completed the scenario.
4.1 Execute Service on Customer Contract
Steps Summary
Path Data to Use/Enter Activity
Prerequisite Step – Copy Existing Contract
WoC Service Entitlements ->
Contracts
Show list -> All Contracts -> Go
Select Contract ID 1
The data provided in this script is country specific. Please refer to appendix to find the data which was created
in the respective country version.
Click Copy
Optional you can change the description
to make the new contract more different
from any existing contracts
Click Save
Click Submit -> Release
Step 1 – Create Service Request
WoC Service Desk ->
Common Tasks -> New
Service Request
Account: Unlimited Electrics
Reference Contract Item: newly created
contract ID (copy from ID 1), line item 10
Platinum Support - 7x24
Subject: Support Request
Incident Description: Server is not
working
Service and Support Team: Service &
Support Heating
Service Category: Product Problem
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Incident Category: Usability Problem
Click Save
Click Submit
Click Close
Step 2 – Confirm Execution
WoC Service Entitlements ->
Contracts
Select the new contract for customer
Unlimited Electrics used in the step
before
Click Confirm Execution
Work Description: Completed server
repair
Arrived On: todays date / 4 pm
Fixed On: todays date / 5 pm
Click Add Row in the Services and
Spare Parts section
Product: Second Level Support
Click Release
Step 3 – Create Contract Invoice
WoC Customer Invoicing ->
Invoice Requests
Select the newly created document ID
(invoice request type Customer
Contract Invoice Request) for
account Unlimited Electrics with
status To Be Invoiced
Click Invoice
Click Release
Step 4 – Check Journal Entries
WoC General Ledger ->
Journal Entries
Select the journal entry ID related to the
invoice ID created in the step before ->
column Source Document ID
Click View
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In section General Information click
on the invoice number behind Source
Document ID to show the navigation
functionality between corresponding
objects within ByDesign
Choose tab More on the Invoice
Overview screen to highlight the
document flow from the contract to
the invoice
Click on the anchor in the
contract frame to extend the view
Click Close twice
5 Appendix
The data provided in this script is country specific. Please refer to the table below to find the contract ID which was created in the respective country version.
Country DE US UK FR IN CN MX AU AT CA CH
Contract ID 11 1 1 1 1 11 1 21 21 23 1
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