1. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia 1.0 Business Background: SAP Customer Services is a highly integrated process module which involves a strong integration of SAP PM (Plant Maintenance), SAP SD (Sales & Distribution), SAP MM (Materials Management), SAP FI-CO (Finance & Controlling modules) and other SAP Logistics modules like SAP PS, SAP LE etc. The scenarios supported in this module include Pre-sales scenario for services, Sales scenario for Services/Spares, Post Sales (Actual Service delivery) scenarios, Special scenarios such as Warranty Claim processing, Intercompany scenarios, Use of Configurable Services etc. The scenarios are most apt for Organizations that are heavily into Service sales such as Consulting organizations Organizations offering support post sale of products, for example Automobile companies, Industrial Equipment manufacturers, Consumer Durables manufacturers and so on. 2.0 Inclusions& Exclusions in this document: Given the fact that scenarios within SAP CS can get very complex with highly integrated configurations, and various levels of permutations and combinations of transactional objects, in this document I have tried to include at least the Baseline scenarios and provide a brief insight on other possible complexities. Special scenarios like Warranty Claim processing have not been dealt with in this document as thats a separate sub-module altogether which probably should get elaborated in a separate document. However, simple usage of basic Master warranties has been mentioned in this document. Configuration aspects have been touched in certain scenarios briefly, wherever the criticality of the same has been felt necessary. It is to be noted that, same scenarios can be configured or presented in a different way by different consultants. Hence generalization of the same may not always be possible. However an effort has been made in presenting processed in closest match to SAP recommended standards. 3.0 Brief insight into SAP CS Master Data/ Transactional Objects 3.1 Some essential Data Objects Technical Objects: Customer side Technical objects can be Customer Functional Location, Customer Equipment and in complex system installations an Installed Base which is a hierarchical representation of the Technical Objects installed at Customer site. Mostly we use Customer Equipments as the basic object on which service processing is carried out. SAP comes with a standard Equipment category S whose view profile/business profile is to be configured in such a way that it includes Service relevant screen sections such as Partners, Warranty, Structure, Sales and Distribution data, Serialization data section etc. Usually these Equipments are Serialized Equipments i.e they are a culmination of a Material ID + Unique Serial No. Also, there would be a Bill of Material of such Equipments clearly highlighting the Spare parts, Assemblies which constitute the Customer Equipment. A screen snapshot of a Customer Equipment as below.

2. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia For Serialization of a Material and subsequent creation of an Equipment view for the Material, a Serial No. profile should have been configured in SAP and should have been assigned to the Material Master under Plant data/ stor. 2 view 3. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Transaction is a display list report showing Customer ->Equipment -> Mat No -> Serial No mapping. You can add further fields to the Output variant. Task List:This is particularly essential for planned/scheduled Maintenance services based on a contract or say non-contractual work with standard Activities/Components/External services/PRTs Transaction: Create/Change/Display General Maintenance Task List mostly used Create/Change/Display Equipment Task List Service Products:A Service material (Type DIEN) that usually summarizes the Service work and forms a line item of a Customer Service Sales Order or a Contract is also defined as a Service item at times. This is particularly the case when in the Debit memo request generated from DIP processing during RRB (Resource Related Billing), a first level summarization item is a Service Product with the actual elements of cost like Material, Internal Labour etc grouped under it To generate Service Orders from Service Plans based on Service Contracts for periodic service .In the latter case, a Task List may also be assigned to the same. 4. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia At first a Service Material of standard type DIEN is created in transaction and then a Service Product for the Service Material is created in transaction . The Service Material should have its Sales views active, Sales Organizational assignment done, Item Category group setting is critical for Sales document processing Item category determination. Service Material usually have LEIS Item category group. If the material is subject to Transfer of Requirement, then a suitable Strategy Group must be set under MRP 3 view. This will be detailed later in the document. Transaction: Material 5. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Transaction: Define Service Product 3.1 Transactional Data Objects Transactional Data Objects covering all the scenarios in this document would include: - SD: Sales document: Quotation/Sales or Repair Service Order/Service Contract - SD: Delivery Document - SD: Billing document - AR: Payment document - PM/CS Notifications Service Request/ Repair Request/ Problem Notification - PM/CS Order Pre-sales planning Order/ Unplanned or Planned Service Order/ Repair Service Order - Time confirmation documents - Goods movement documents These objects will be detailed along with some of their critical configuration aspects, under processes in later sections of this document. 4.0 Business Processes 4.1 Pre-Sales scenario Process Background: Customers who may be interested in entering into a Long term Service contract or procuring short term Services would initially call the Customer Service representative and generate an enquiry requesting for a Quotation. Customer Service representative can enter the details in SAP using a CS Notification and allocate it to the respective person responsible to detail the work and 6. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia prepare the Quotation. The detailed planning is done on a Service Order and on completion of planning the planned values are converted to Dynamic items which map to a SD Service Quotation document. The Quotation is then sent to the customer who may accept or reject it. There may be 2 sub scenarios here: - Quotation is binding: Customer is billed at a price agreed in the Quotation on acceptance of the same, once the services have been performed. In this case Billing form of Type 01 Fixed rate should have been set in the Quotation -> Post Quotation acceptance, Service Order released and costs accrued -> Billing is done at a Fixed agreed rate as per Quotation, even if there is deviation in actual costs incurred. - Non-Binding or Informative Quotation:Customer would be billed on actual work performed as accrued in the Service Order once the Quotation is accepted and Service Order released. Billing Form 02 Costs would be used. In the scenario steps detailed below, we have used an Informative Quotation only. It is to be noted thatonce a Quotation is created from a Service Order, no further Contracts can be referenced. System only allows 1 cost account assignment Quotation Service Order Configuration pre-requisites: Configurations on SAP SD side and PM side are briefly detailed below, highlighting the most crucial configuration aspects. SAP SD: SPRO -> Sales and Distribution - Only the critical settings documented below 1. Sales Document Types for Quotation document and subsequent Order/Contract defined. In this example, standard document type AS has been used for Quotation 2. Assigning Sales Area to Sales orders. We have assigned to AS relevant Sales area 3. Sales document itemsItem categories AGE for AS. 4. Sales document items AssignItem categories: As this is a critical config. Node, a mapping has been detailed in screenshot below: The Logic usually followed by the system is: Sales doc type->Item category group (derived from sales material master) ->Usage (The usage SEIN is to be set for Billing relevant items for Dynamic processing) ->Higher level item category (if sub items are to be there in Sales Order)->Default item category ->Manual item categories possible (Optional) Doc type AS Quotation settings 7. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia 5. Reasons for Billing Block 6. Customer Service -> Service Quotation/RRB -> Profiles for Resource Related Billing/Quotation Creation *** The DIP profile QT configured in this step is the most crucial configuration as this would contain the rules of converting planned items within the Service Order into Dynamic items to be placed into Sales Quotation. Usage Quotation creation and Sales pricing and mapped to Sales document type AS 8. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Characteristics Cost element (this can take care of all planned costs in fact), Product(Service product at a higher summary level in Quotation, if required), Cost Center, Activity Type,Material,Billing Form. All above characteristics, other than product marked Characteristics relevant, Material Determination, No Summarization. Anything set for Material determination will then be available in Material Determination configuration section detailed later. Sources 0031 Planned Costs Line item, 100% 9. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Selection criteria;Cost elements have been primarily used as selection criteria for respective sources of planned costs in this example. 10. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Material Determination: Please note that all material used in Material determination should have been created as material masters of Type DIEN Item category group LEIS. The Basic, Sales views should have been at least maintained, and in Costing 1 view tick Material Origin, With Quantity Structure For each Dynamic material to be selected in the DIP conversion, the Source selection criteria is then set. We have used Cost elements as the basis of the same. 11. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia SAP PM: SPRO -> Plant Maintenance & Customer Service -> Maintenance Processing 1. Notification settings:Only the critical settings documented below - Notification Type IN set as a General Service Notification. Standard Notification type S1 can also be reused. - Notification screen layout set for Notification type IN. A simple layout has been kept. 12. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia - Number range assigned to Notification Type IN - Transaction start value of IW51 mapped to IN - Assign Notification Type To Order Type SRIN configured for this process, detailed below - Standard Partner Determination procedure SV assigned to IN - Catalog profile CS configured and assigned to IN 2. Maintenance Order settings:Only the critical settings documented below - Order Type SRIN has been configured as a Revenue Bearing. Service Order. Settlement profile 90 - Not for settlement set. 13. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia - Credit Limit Checks, Sales Document type for Service Order Order type SRIN marked as a Service Order, linked to Sales Doc Type AS and assigned to DIP profile QT - Number range set for Order type SRIN - Order type SRIN assigned to respective Maintenance Plant - Assigning Costing Parameter PM01 to Planned Var. Calculation only. This Order type is not for Actuals processing. 14. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia - Partner Determination Profile SV set to SRIN - Set Scheduling parameters for Order type SRIN - Completion confirmation parameter setting should not be required as this Order type is not for actuals posting. - Value category setting for user component PM: As Service Order here is cost and revenue bearing value categories must include components of both Cost and Revenue nature and must have been allocated to suitable Cost elements/ Cost element groups SPRO -> PM&CS -> Maintenance & service processing -> Basic settings -> Settings for display of cost -> Maintain value categories/Assign Cost Elements to Value Categories 15. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia - Assign Cost Condition for Sales Document Type: SPRO -> PM&CS -> Maintenance & service processing -> Basic settings ->Quotation creation and Billing for Service Orders -> Assign Conditions for Sales Document types EK01 has been assigned to AS Process Steps: 1. Inquiry Notification INis created by Customer Service Representative on receiving Customer call/communication. If Customer is not an existing customer, Customer ID is created first as Sold to/Ship to party has been kept mandatory entries. Based on business to business, it may not be mandatory as well. Also Notification can be configured more elaborately to capture more detailed information. 16. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Transaction code: Create Service Notification (General) Notification .. saved 2. Service Order of type SRINis created by allocated department/personnel for detailed cost planning. The Service Order is created with reference to the Notification created in Step 1 and further planned by the relevant team/personnel with projected hourly charges, material requirements etc. 17. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Transaction: Change Service Notification Individual, Change List Enter the Notification Number in initial screen A Service Product (Service Material configured as a Service Product in transaction OISD) added to summarize the items (Optional), Operations are planned, Material parts are planned, External services if any are planned and so on. 18. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia 19. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Click on the Calculator icon to execute the Planned Costs calculation. It will be automatically calculated when the Order is saved. DONOT release the Order Planned costs can be copied to estimated costs of Order 20. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Save the Order Order .. saved with notification 3. Quotation is generated through Dynamic Item processing of Service Order items. Using Sales Pricing Transaction: Create Quotation 21. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Check the Sales Price view. You would notice that the Service Product D100 is the header item under which the other Dynamic items have been summarized. This is due to relevant DIP setting for Usage Characteristics Product and setting a Product in Service Order (which is optional) Click on Create Quotation Do you really want to create Quotation? Yes 22. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Checkthe Quotation items, pricing conditions, Validity, Terms of payment etc., update them if required, and save the Quotation. Check in Document flow of Service Order (Transaction ) -> Pre-processing document Notification and Post-processing document Quotation will be displayed 23. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Quotation is then Faxed/mailed/printed-posted to Customer for review 4. Quotation is either Accepted or Rejected by Customer If it is rejected items are blocked/marked with a rejection reason. You can also delete the document through path Sales document -> Delete but this may be avoided for future tracking purpose. Transaction: Change Quotation 24. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia If Quotation is accepted (no item rejected in Quotation), Service Order is released and costs are posted to it. As long as the Service Order has the system status QUCR Quotation Created a User status that prevents release of the Order, it cannot be processed further. Transaction The Quotation has to be accepted to change the system status of the Service Order.Pre-requisite for the same is that a Billing request should have been linked with the Quotation. Create a Billing Request w.r.t. Quotation DR for the quotation with the top level Service item. Not all costs may be chargeable at Quotation stage. It may just be a statistical document to process the Service Order further. 25. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Put in a Billing Block if the Dummy DR is not to be billed further. 26. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Save the Debit Memo Request 27. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia 5. Check the Document Flow in Service Order and Check System status Transaction: You would also Notice that the system status would have changed to QUAC (Quotation Accepted) 28. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia The Service Order can now be released, and actual expenses (if any) incurred during the Quotation submission process is posted to the Service Order and billed through the linked Debit Memo Request. Usually, Service providers would not be charging customers for providing a Quote. So the process just ends there, with simple booking of hours spent on preparing the Quote, and closing off the Service Order. Transaction code For Time booking (without the Activity type if costs are not to be charged to the Customer further) 6. Technically complete the Service Order Transaction: 29. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia 4.2 Sales Scenario Process Background: Sales scenario in Customer Service could refer to the following: - Normal sale of a Product (say a Laptop or Industrial machinery) to the Customer with/without Delivery. This is a standard SD process and just a brief of it will be detailed in Process detail section below. Without delivery scenario could be a Customer visiting a retail showroom and buying a Laptop, where he/she collects the Laptop, accessories, Guarantee cards etc. on payment of Net due. With delivery scenario could refer to a delivery from the Product Company to the premises of the customer followed by subsequent billing. Delivery charges may or may not apply based on Customer location w.r.t. Sales warehouse or as per product sales norms etc. This process would not be detailed elaborately (with configurations) in this document as it is a Standard Sales & Distribution scenario with a standard process flow (with screenshots) as below: 1. Sales Order (usually OR type) creation, complete pricing and other relevant data Transaction: 30. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia 2. Outbound Delivery (LF) Document creation / change Please note:The Outbound Delivery may be automatically created with the Schedule line in Sales Order. This depends on configuration of Sales Order Type in Sales & Distribution, where under shipping section Immediate Delivery A or X is set. If not, then delivery would have to be manually created with reference to Sales Order. 31. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia 3. Picking, Packing (if relevant), Posting Goods issue & creating subsequent Shipping documents (if applicable) Once PGI is executed, Goods movement status is complete. The Delivery doc no and a Material doc no will show up within Document flow section in Sales Order. 32. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia If you check the material document in , you will find that a movement with movement type 601 has been executed. Stock account would be credited (-) for the outgoing material. 4. Creation of a standard Invoice document and posting of Invoice 33. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia After Posting the Invoice, it is released to Accounting. Finally the Sales Order document flow would be as below: 34. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia 5. Customer Equipment is created as a Serialized version of the material sold Transaction: Create Serial No (with Equipment view) . - Sale of Accessories/Spare parts on receiving a Customer Request Notification. The parts maybe under guarantee in which case the supplier may charge the customer nothing or certain charges as per guarantee norms. This is very similar to the Sales scenario, difference being its based on a Customer Notification post sales usually. Brief steps highlighted below: Please Note: Apart from standard Sales & Distribution configuration, it will involve Notification configuration on PM side which has been detailed in later sections of this document under Post Sales Scenario. 35. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia 1. Service Notification created Transaction code: (Create)/ IW52 (Change) Notification type: S1 36. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia 2. Sales Order created from the Notification by Clicking on Sales Order tab Transaction code: IW52 (Display) Order type:I have used the Standard Order typeOR but it is again Business specific choice. SD configurations should accordingly be done to support the process. 3. Outbound Delivery creation and processing (same as previous scenario) Transaction code: Create/Change / Display Delivery Type: LF 37. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia 4. Invoice creation and processing (same as previous scenario) Transaction code: Create/ Change / Display 5. Check the Complete Document Flow in Notification or Sales Order Transaction code: Display Sales Order / Display Notification 38. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia - Creation of Service/Maintenance Contract for rendering Long term Planned Services such as yearly services of Air conditioner with coolant change This will be detailed in Post Sales Scenario -> Service Order processing Contractual Services 4.3 Post Sales Scenario Process Background: Post sales scenarios are the actual Customer Service scenarios, with the most critical ones being: - Service Order processing Non contractual Services - Service Order processing Contractual Services Unplanned (Fixed Billing) - Service Order processing Contractual Services Unplanned (T&M Billing) - Service Order processing Contractual Services Planned (Fixed Billing) - Service Order processing Contractual Services Planned (T&M Billing) - Returns & Repair processing Service Order processing can again be based on T&M billing (Based on actual costs incurred) or Fixed rate billing. The above can also be subject to Warranty is and as applicable or configurable services based on certain conditions. As mentioned earlier, the CS module scenarios can get very complex and conditional based on the services rendered by the organization. This document would however only highlight the base scenarios which are the building blocks for further scenarios. 4.3.1 Service Order Processing Non Contractual services Process Background: A Customer already dealing with a Service organization or a new customer gives a call and requests a Service action, without going into a Quotation process i.e. they agree to pay on whatever is the actual work that would be performed or a Fixed rate applied post the services have been delivered. This is a one-time service work not bound by any contractual norms. This kind of work 39. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia are usually billed on a T&M (Time & Material) basis. In most cases its an existing customer. Just in case its a new customer, Customer master records would be set up first and then the work processed further. Configuration Pre-requisites: SD settings (Only the critical nodes highlighted) 1. SPRO -> Sales & Distribution -> Basic Functions -> Pricing -> Settings for DR Debit memo request We have created a Document pricing procedure S which is assigned to DR. Also the Customer that we are using in this prototype document is assigned a Customer pricing procedure S. So system determines the pricing procedure for the combination Sales Area -> Doc pricing procedure -> Customer pricing procedure -> Default pricing condition 2. SPRO -> Sales & Distribution ->Sales ->Sales document item -> Assign Item Categories This is a critical configuration setting for this process. As we use standard SAP SD document type DR for Debit Memo request and standard Item categories associated to it, I have not detailed the initial settings which is usually already done in standard system. We have set DR (document type) -> LEIS (Item cat group) -> Usage SEIN -> Blank/L2W (Higher Item categories) -> L2W (Default Item category). This will allow item category determination for DR during Dynamic Item processing in DP90. 40. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia 3. SPRO -> Sales & Distribution ->Sales ->Customer Service ->Profiles for Resource Related Billing This is again a very critical configuration. Profile created with Usage Billing and Result Analysis. Sales document DR set for Billing request generated through this DIP profile, CR set for Credit Memo request. Characteristics included are Product (For service product inclusions), Cost Element (Primary selection criteria for Cost sources), Activity Type/Cost centre/Material (Optional as Cost elements drive selection) 41. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Sources are Actual Cost Line item driven here with 100% cost relevance. Sources in this prototype are driven on Cost element based sets. This is the case where cost elements pertaining to Labour, Material, Services etc are clearly available/identified to the Logistics team. If this isnt the case, then the Source selection may be driven on sets of other characteristics which the Logistics team is aware of like Material ID sets, Activity type/Cost centre sets etc. 42. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Material Determination this is the set of Dynamic items which will get picked up to be placed into the Debit Memo request as request items (L2W category) based on source criteria. The Materials used here has been set up in SAP MM module as DIEN material with Item category Groups set as LEIS, and in Costing 1 tab, Material origin, With Quantity Structure have been set. You would notice in configuration step that there are 2 critical parameters Material Direct and Individual. Material Direct means that if an actual material no. is there (say a spare part used), then that will be transferred to the Billing request instead of the Dynamic material. In this case Material should have been set as a Characteristic.Individualrefers to second level of summarization. Its better to tick all as Individual Expense Item else during DP90 transaction it often causes issue in determining Expenditure Items. If it has been set then each individual line will be posted separately to billing request instead of summarizing under the Dynamic material ID. 43. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Each of this Dynamic material is then mapped to a Selection criterion, which has been kept on a set for identification of Source cost element. 4. SPRO -> Sales & Distribution ->Sales ->Customer Service ->Assign conditions to Sales Document type DR is assigned to Condition type EK01 (Actual costs) 44. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia 5. SPRO -> Sales & Distribution ->Sales ->Billing -> Maintain Copy control for billing documents -> Sales Document to Billing document Sales Document DR -> Billing document L2 with Header, Item mapping to include L2W item category (for this scenario as per previous configurations) 45. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia PM settings (Only the critical nodes highlighted) 1. Basic settings: SPRO -> PM & CS -> Maintenance & Service Processing -> - Settings for Display of Costs -> Defined Value categories for Costs and Revenues (as Service Order is Revenue bearing) and assigned them to corresponding Cost elements/Cost element groups can also be assigned. 46. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia - Defined a Settlement profile& its corresponding allocation structure For a Revenue bearing Service Order, Settlement profile usually should allow settlement to a Profitability Segment and Revenues should also be accounted as Source in Allocation structure. 47. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia 48. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia 2. Notification settings: SPRO -> PM & CS -> Maintenance & Service Processing -> PM &CS Notifications -> Notification creation -> Notification Type/Notification Content/Partners/Notification processing - Notification typeS3 re used: General Service Notification type. - Define Screen Templates, Assign Number range, Long Text control - Assign Notification Type to Order type: S3 linked to PM/SM order type SM02 detailed later - Define Order Types and Special Notification parameters as in this scenario we will just be associating the Notification to a Revenue Bearing Service Order, no Sales Order/Contract type need be associated - Catalog profile: A standard/customized CS profile can be used for defining Task/Activity codes - Partner Determination Procedure: PDP SV assigned to the Notification type S3 - Notification processing -> Additional Functions -> Define Action box -> Follow up functions In this node, I have kept the action boxes defined by standard SAP as it is. However from the actions configured in the action boxes only a couple of specific actions (highlighted ones) will be used in the process steps as you would notice. If required, these action boxes can be de assigned in configuration as well. 49. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia 3. Order settings:SPRO -> PM & CS -> Maintenance & Service Processing -> PM &CS Orders -> - Function and setting for Order type SM02 Order type should be revenue bearing and linked to Settlement profile as created in steps above - Check credit Limits, Sales doc types for Service Orders This node defines a PM Order as a Service Order and associates it to a DIP Profile (as configured earlier) and a Debit Memo request document 50. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia - Configure Number range fort Order type - Assign Order type to Maintenance Plant(s) - Settlement rule : Define Time and Creation of Distribution rule has been set as Mandatory for Completion - Define Notification and Order Integration: SM02 is linked to S3 Notification - Costing data for Maintenance and Service Orders -> Assign Costing Parameters and RA key Standard Costing parameters and RA key used - Partner -> Define PDP and Partner function -> Assign to Order type -> PDP SV assigned to SM02 - Scheduling -> Set scheduling parameters -> Forward scheduling set for Plant, Order type combination 51. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia - Completion confirmations -> Define Control Parameters for Completion Confirmations - set as per standard for Plant + Order type SM02 combination Process Steps: 1. Customer call is recorded in a Service Notification of type S3 as per configuration Transaction: 52. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia The Relevant Details are filled in the Notification, Tasks (To do) /Activities (As done) etc are logged into respective sections and Notification is set into processing by releasing it. Notification saved. 2. Service Order of type SM02 is created as a follow on function from the Notification. All relevant costs such as Expected Service hours, Spare parts if any will be planned in the Service Order and the same will be released for actual processing. Please Note that in this case No sales order would be associated. Transaction: 53. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia As this is a Pure T&M Service Order, Service Product may/may not be associated. We will simply plan the Labour hours, Material (if any), Service (if any) and release the Order 54. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Planned costs will be displayed on executing the Costing or on saving the order The Order is planned and released. 3. Time Confirmation against the work performed for the Service Order Transaction: 55. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia 4. Entering Goods Movement against the Service Order for components/spare parts consumed Transaction: 5. Resource Related Billing for Service Order Transaction: 56. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Expenses View Using Account Indicator against the Lines, you can actually control whether an expense line is actually relevant for billing or not or Partial billing, for example, a Goodwill or a Warranty item. But that involves a further level of advanced configuration which has been kept out of scope here. Alternatively, if the case is to completely ignore an item (say 100 % Goodwill or something like that) simply Lock the Item and it will not be processed in billing later. Also % to be billed can be the easy option for telling the system how much of the Line item is to be billed. By default its 100%. To accommodate a warranty/goodwill item just change the % to be billed to 0. 57. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Check the items, unlock the items you want to process further and click on Billing Request. You will observe that the Billing request DR Line items will bear an Item category L2W as per Item category assignment configuration. 58. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia 6. Create Billing Document for the Billing Request Transaction: Please Note: If the items in the Debit Memo request had not been unlocked, there may be a Header Block which may not allow processing of the Billing document further. A header level block can be removed by going into transaction ->Debit Memo Request No ->Goto -> Header -> Billing 59. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Ensure that the field Billing Block is empty On executing , Invoice doc as below would be generated and on saving the save, updated in Sales Order document flow. 60. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Release the document to Accounting in Transaction if the Billing document type requires it to be done separately. It would create the following Accounts level postings at the simplest level Customer A/c Dr, Revenue A/c Cr, Tax A/c Cr 61. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia 4.3.2 Service Order Processing Contractual Services Process Background: Basically there may be 2 primary sub-scenarios for Contractual Service Procession. It would include - Processing Service Contracts with Periodic billing: Fixed periodic billing straight from the Contract. This would be based on a Billing Plan set against the Service item in the contract. Usually an FV type of billing request is generated out of contract line followed by actual billing. - Processing Service Contracts with Resource Related Billing: Billing would be on basis of actual costs accrued on an associated Service Order (Non-revenue bearing) followed by a billing request. Service Order charges will be billed at actual costs through a Debit Memo request followed by a Billing document. In the above processes, Maintenance Plans can also be brought into action for generating Service Notifications/Service Orders on a periodic basis based on a Service Plan created on a Contract Line item defined as a Service Product. Service contracts may also have price agreements for certain material and standard monthly billable charge for certain services. Service Contracts usually come into effect Post sales of a Customer product to the Customer or post acceptance of a Quotation on behalf of a customer to execute a Contractual service agreement for a relevant term post acceptance. Costs and services posted to a Service Contracts are finally settled to Profitability analysis where it can be further analysed. In the process scenario described below, we would use a single Contract with 2 line items one with a billing plan for Fixed Billing and the other to be driven through a Planned Service Order(generated from a Maintenance Plan) costs settled to it.There may be another sub scenario where a Customer calls to request a Service (Service Notification) work based on an existing Contract (Auto contract determination) leading to a Non-revenue bearing service order that is processed further through Resources Related Billing and costs settled to the Contract line item. This scenario being a little bit similar to Repair and Maintenance scenario in next section is not detailed further her 62. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Configuration Pre-requisites: The configuration pre-requisites are similar to the configuration pre-requisites in previous and next sections. Hence they are only briefly mentioned in this section to avoid repetition wherever possible. SD side of configuration (All would be under IMG -> Sales & Distribution -> Sales/Billing) - Document Pricing procedure set for Contract document type WV - Standard Sales document type WV for Service and Maintenance Contract activated - Standard Sales item category WVN is checked - Assignment of Sales item category Doc type WV -> Item category group LEIS -> Usage Blank -> Default Item category WVN Doc type DR/LV (whichever used as Billing request from Service order) -> Item category group LEIS -> Usage SEIN -> Default Item category L2W - Copy control Sales document -> Billing document Sales doc WV/Item category WVN -> Billing doc FV Sales doc DR/Item category L2W -> Billing doc F2 - Billing Plan type for Periodic Billing - Define and Assign Date Categories 63. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia - Assign Billing Plan Types to Sales Document Type WV - Assign Billing Plan Types to Sales Item Category WVN 64. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia - Customer Service -> Profile for Resource Related Billing Same as in previous process section with usage Billing request and Result Analysis PM side of configuration (Mostly would be under IMG ->PM & CS -> Maintenance Planning/Maintenance Processing) - Maintenance processing ->Basic settings -> Value categories should capture all ranges of costs per Cost element/Cost element group assignment. Revenue value category not required in this case. - Maintenance processing ->Basic settings ->Settlement ->Settlement profile ->should allow settlement to Sales Order - Maintenance processing ->Basic settings ->Settlement -> Allocation structure ->associated with above settlement profile should capture Sources for all costs and allow settlement further to receiver SDI (sales document item) - Maintenance Plan Category created with Outline Agreement as reference 65. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia - No. range assigned to Maintenance Plan category - Maintenance Order type SM04 created as a Non-revenue bearing order, settlement profile allowing settlement to Sales Order assigned Please Note: You have your own choice of Order type. Just set it up as a Non-revenue bearing Order and allowing settlement to Sales Order. - Maintenance Order is marked as a Service Order, linked to sales doc type WV - Maintenance Order type assigned to relevant Maintenance Plant - Number range set for Maintenance Order type - Costing variant (standard PM01/ or custom) assigned to Order type You can use your own costing variant with/without costing sheet as well, depending on requirement 66. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia - Scheduling parameters set for Order Type + Maintenance Plant combination - Completion confirmation parameter set for Order type + Plant combination Process Steps: 1. Define Service Product for Maintenance Plans Transaction code: Prior to this, create a Service Item (Type DIEN) in MM01/MMS1.Then define it as a Service Product for Maintenance Plan. Also a Maintenance Task List should have being created defining the Operation(s), Planned spares/services if any of the work. This is a pre-requisite to create a Service Based Maintenance Plan to generate a Service Order. 2. Creation of Service Contract: Transaction code:Create / Change / Display Document Type: WV 67. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Assigning 2 Service items to the Contract one (D120) with a Fixed bill as per a Billing Plan, every month(say $50 per month for 1 year Ex. an instalment payment contract), other (D125) with a Service Product assigned which will be cater to actual costs incurred on a Service Order through Resource Related billing on periodic special services. 68. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia A Billing plan is assigned to the first item (item 10) The item 20 Actual cost service product may have a base charge to cover some admin costs or may not have any base charge.In this scenario, we are assuming that all planned service related charges will come through the Service Order. Customer Equipment can be assigned to the Contract Line item by selecting line item -> Extras -> Technical Objects 69. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Save the Contract - Service and Maint. 40005498 has been saved 3. Fixed periodic billing for Contractual Line item based on Billing Plan Transaction:Process Billing Due List, 70. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Select the due item in the list, choose Individual Billing Document and save. This will post the Fixed monthly due bill and the status of the Line item in the Billing Plan will change from Status A (Not billed) to status C (Completely processed).This would result in revenue being realised against the Contract Line item. 4. Creation a Maintenance Plan with reference to item 20 of the Contract Transaction code: Plan category: CS (configured for this scenario) In configuration this Plan category has been set to be defined w.r.t an Outline Agreement (Contract) 71. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia The Contract No and Item gets embedded into the Maintenance Plan Lets suppose we generate the Maintenance Orders immediately for the whole year to Plan in advance. In this case we keep the Call horizon as 0. If we want to create the Maintenance Orders near to plan dates, say 1.5 months prior in a 3 month frequency -> 50% call horizon needs to be set and so on. Also parameter Scheduling period is for how long we want the schedules to run in advance, in order for system to identify pending Calls (Orders) to be generated say we want to plan for the next 6 months, we set scheduling period as 6 MON. Start of cycle will be defaulted to start of Contract 72. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Maintenance Plan is saved. Maintenance plan 11942 created 5. Maintenance Plan is scheduled Transaction code:Manual / Automated batch for Deadline Monitoring program RISTRA20 73. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Save the schedule and check in transaction the scheduled orders generated from Maintenance Plans of category CS 74. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia 6. The Maintenance Order is further planned and released for processing Transaction code: Planned Labour, Spare, Services costs if any would be displayed in the Costs section. Maintenance Order processing is similar to the other scenarios where Non-Revenue bearing maintenance orders have been used. 7. Time confirmation for posting of actual labour hour to Service Order Transaction code: 75. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia 8. Planned Goods movement for spares if any are posted to Service Order Transaction code: Since its similar to prior scenarios as well as scenarios detailed later, have just highlighted the transaction 76. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Unplanned Goods issues can be posted to Order Operations through transaction. 9. Resource Related Billing for Service Order Transaction code: It should post dynamic items to the Contract document as Service Order is Non-revenue bearing. 77. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Check the items, set amount/percentage to be billed and click on Billing request As you would notice in this case we have used the Service Product line only for summarization i.e. as an Item category of type L2S, whereas the Actual cost item Labour cost in this scenario comes up as actual request item of Item category L2W. Thus Net value of request = Net value of L2W item. 78. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia 79. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia 10. Billing document for the Billing request created against Service Order Transaction code:VF01 Only the Non statistical item in the Billing request will be proposed in the Bill. 80. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia The accounting doc is posted and released to accounting. 81. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia The Originating Document Contract + Line No followed by Billing request document no. will be embedded in the Billing document line item level. Revenue would also have been posted to Contract Item associated as the Originating document item. This is evident in controlling document within the Invoice Accounting document 82. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia 11. Maintain Settlement rule and Technically Complete the Service Order Transaction code:IW32 Associated Sales Contract Item is by Default set as the settlement receiver in the distribution rule 83. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia 12. Settle the Service Order Transaction code:K088 84. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Document flow in Service Order gets updated Costs get posted to Sales Contractitem which can be analysed further in Sales Contract Line item selected ->Environment -> Cost Report 85. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia 4.3.3 Returns & Repairs Processing Process Background: In the repairs process, the customer calls up the Customer Service Representative and informs of Equipment or of a parts issue. The CS Rep. fills in a Notification which serves and the Returns Material Authorization (RMA) document. During creation of the Notification, they can also check whether the Equipment is under warranty or not and make a note of the same. As the Equipment would be repaired in a Service Centre, a Repairs Order of type RAS followed by a Return Delivery document is created. The part is received and the Repair process in initiated. A PM/CS Service Order is automatically created based on Repair procedure to plan the detailed work including labour, material, service charges etc. Repair Order -> Service Order. The Service Order is then released and processed further. Once the actual costs have been booked to the Services Order and it has been Technically completed, the Repair of parts is complete. Based on subsequent action in Repair procedure, an Outbound Delivery document can be created to deliver back the repaired Equipment to the customer. Post completion of delivery, the Service Order is subjected to Resource related billing which posts billing items into the RAS Repairs Order. These billing items are then invoiced out to the customer. Service Order is finally settled to the Repairs Order and postings analysed further in the Sales Order. Configuration Pre-requisites: Most of the configuration steps are similar to the previous process configurations. Hence only the critical aspects of configuration which are specific to this process have been highlighted below: CO Configuration IMG -> General Controlling -> Organization -> Maintain Controlling Area FI-CO Team to ensure that the Controlling area has Sales Order component active for the Fiscal year of posting.This is required for settling Service Order Costs to Repair Sales Order at the end of Service Order process. 86. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Please note that there are multiple other CO related settings such as CO-PA settings, Activity planning settings etc. As this document mainly focuses on CS/SD part of process, touch points have only been briefly highlighted. SD Configurations IMG -> Sales & Distribution -> Basic Functions -> Pricing -> Define and assign pricing procedure -> Document pricing procedure for RAS is R and Customer pricing procedure S. accordingly a standard pricing procedure gets picked up for RAS Sales Order IMG -> Sales & Distribution -> Account Assignment/Costing 87. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia - Revenue Account Determination -> Assign G/L Accounts Used standard Condition types and Act keys - Reconciliation Account Determination -> Assign G/L Accounts General standard condition type used IMG -> Sales & Distribution -> Availability check and Transfer of Requirements -> Nodes under this are very critical to this process, as during the process there would be a Transfer of Requirements from Sales Order (RAS) -> Service Order, - Define Requirement Class Standard Requirement class 204 used and assigned to Service Order TypeSM03, Assembly Type = 2, Account Assignment Category = E 88. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia - Requirement Type Standard Requirement Type SERP linked to Requirement Class 204 - Assignment of Requirement Type to Transaction: Item Category IRRS -> MRP Type -> Requirement Type SERP Origin of Requirement 1 89. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia IMG -> Sales & Distribution -> Sales Document -> Sales Document Header/Item/Schedule Line -> - Sales Document type RAS defined As per standard configuration - Assign Sales Area to Sales Document type Relevant sales area (Sales Org + Distribution Channel + Division) assigned to RAS - Define Item categories - The key Item categories in this process areIRRS (Main item Repair Service Resources), IRRE (Returns sub item), IRRP (Repair sub item), IRAL (Outbound Delivery post repair sub item), IRIN (Billing item sub item), IRIN (Dynamic items for BillDoc). These are the base ones. Others can be IRLB (Send Replacement pre repair), IRLA (Pick up replacement post delivery of repaired goods), IRPA (Fixed Rate Repairs) etc. It depends on what is the level of complexity/process steps facilitated through the Repairs Procedure. The Repairs procedure should have been assigned to the Main Item category IRRS. These are standard Item categories and it[s advisable to use SAPs standard settings to avoid issues while executing the process. 90. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia 91. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia - Assign Item Categories This is a very critical step and assignments must be done very carefully as this process is basically driven on a High Level Main Item IRRS followed by sub items that are triggered on actions of a Repair procedure and concluded by Dynamic item creations through Resource Related Billing. For IRRS: RAS -> Item Category Group LEIS (of Service Item) -> Default Item category IRRS, Manual category IRPA (in case of Fixed rate repairs) For IRRE: RAS -> Item Category Group NORM (For Repairable item) ->Usage R101 -> High Level Item IRRS ->Default Item category IRRE For IRRP: RAS -> Item Category Group NORM (For Repairable item) -> Usage R102 -> High Level Item IRRS -> Default Item category IRRP 92. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia For IRAL: RAS -> Item Category Group NORM (For Repairable item) -> Usage R103 -> High Level Item IRRS -> Default Item category IRAL If you want to use Fixed Rate Repairs, the high level item category would simply be IRPA instead of IRRS (as in this prototype we have demonstrated a Resource Related pricing scenario and not a Fixed one) For IRIN: This is critical for the Dynamic item generation and Posting to RAS from PM/CS Service Order RAS -> Item Category Group LEIS (of Dynamic items identified in Material Determination) -> Usage SEIN-> High Level Item IRRS -> Default Item category IRIN 93. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia - Assign Schedule Line Categories Schedule Line category IR assigned to Item Category IRRE IMG -> Sales & Distribution -> Customer Service -> Service Quotation/Resource Related Billing -> - Profiles for Resource Related Billing/Quotation Creation This is similar to DIP profile configuration detailed earlier with Usage Billing and Result Analysis. Only difference is Product not used under Usage -> Characteristics in this case. Have used other relevant characteristics like Cost Element (primary driver in this prototype), Activity Type, Cost Centre 94. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia - Assign Conditions to Sales Document Types Sales document type RAS assigned to condition type EK01 to capture Actual costs in Service Order during Resource Related Billing. IMG -> Sales & Distribution -> Customer Service -> Returns & Repairs Processing -> - Define Repairs Procedure In this Prototype we have reused SAP standard Repairs procedure 0001 as is as it suffices most requirements. In special cases (such as adding additional Actions in the procedure or modifying certain Actions types to/from manual/automatic actions), custom Repair Procedure can be set. This is the most crucial configuration for the Return & Repair Process. 95. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia As you would notice, the Repairs procedure comprises Stages (broadly classified into Accept Repair, Start Repair, and Confirm Repair), Sequential Actionsper stage, If action is Default for this stage, If action is Manual (Ticked)or Automatic (Manual un ticked) based on Confirmation (Conf.) parameter set against the Stage -> Action combination. While going through the process, it should be clear as to which background action/process triggers which confirmation parameter thus triggering a suitable Automatic action. PM Configurations mostly similar to configuration in last process detailed, so will not be elaborately detailed below IMG ->Plant Maintenance & CS ->Maintenance and Service Processing ->Basic settings-> 96. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia - Settings for Display of Costs Maintain value categories and Cost elements/CE Groups associated with Value categories. As Service Order is Non-revenue bearing, Cost value categories should suffice this scenario - General Order Settlement >Maintain settlement profiles -should allow settlement of Maintenance Order to Sales Document item ->Allocation structure set in settlement profile should capture all source cost elements/cost element groups for transfer of costs from Service Order to Sales Order (Repair Order ) during settlement IMG -> Plant Maintenance & CS -> Maintenance and Service Processing ->Maintenance & Service Notifications ->Notification creation/Notification processing - Notification type: Defined a Notification Type Y1 to capture a Repair Request. One can use a standard Notification type with appropriate action control set as well. - Screen Template for Notification type: 97. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia 98. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia And so on.. - Notification No. range set - Assign Notification type to Order type: Y1 assigned to Order type SM03 - Special Notification Parameters for Service Notification:This is critical to this process. Sales Order type RAS assigned to Notification type Y1 - Partner Determination Procedure:Standard PDP S1 is assigned to Notification Type Y1 99. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia - Notification processing > Additional Functions > Define Action Box -> Define Follow up action 100. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia There would be a Sequence of Actions which can be triggered from inside the Notification and they would be triggered based on a standard Function module set in the Action detail section screenshots below: 101. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia IMG -> Plant Maintenance & CS -> Maintenance and Service Processing -> Maintenance & Service Order ->Function and setting for Order types - Configure Order Types: Order type SM03 is configured as a Non-revenue bearing Order. (Revenue postings not allowed) - Credit Limit checks, Sales Document Type for Service Orders: SM03 set with Sales document type RAS and marked as a Service Order 102. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia : - Indicate Order Types for Refurbishment processing:SM03 has to be set as Refurbishment processing Order. - Other critical configuration steps for Orders which should be the same as previous process section configurations (section 4.3.1 configuration settings for PM) include: - No. ranges for Orders - Assigning Order to Maintenance Plants - Define Notification and Order Integration : SM03 -> Y1 - Assign costing parameters and RA Key to Plant + Order type: we used standard costing variants PM01 in the system. - Define Change docs, Collective PR indicators, Operation no intervals - Scheduling -> Set scheduling parameter - Completion confirmations -> Define Control parameters for Completion Confirmations - - 103. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Process Steps: 1. Customer call is recorded through a Problem Notification Transaction: Notification type: Y1 (Refer configuration section) The details of the Equipment + Serial No are added in Reference Object section. Please Note: If a master warranty has been created against the Equipment in transaction and/or assigned in transaction , and the configuration setting of Customer warranty set to display a pop-up dialog if there is an existing warranty, at the Notification screen the pop-up[ would come up and display the same. Based on this, Service agent can make a Note of the same which may then be taken care of in Billing stage. 104. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Click on Action box item Log Telephone Call fill in the details in the sub screen that opens up. This section is meant for detailing the conversation between the Customer Service Rep. and the Customer It would create an Activity which is displayed in the Activity section of the Notification 105. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Next click on the Repair Order in the action Box. Repair Order type RAS would be raised with a Service item (D110) and Equipment-Material No. as a sub-item. It will copy most of the details from the Problem Notification. Message Repair order will be created after saving will be issued. Save the Notification. If it asks for a Technical Reference Object, enter the Equipment No of the Equipment to be repaired. 106. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Notification .. created 2. Display Notification Transaction: Notification No: As created in step 1 Check the Document Flow section RAS Order would be displayed 107. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Double click on the RAS order and select Edit Display All items The first item is the Service item and the sub-item below it is the Returns item (The Equipment to be returned from Customer -> Service Depot for repairs). System automatically creates the item structure. Select the Main item (10) and click on the tab Repairs below the All items sub screen. It will show that there is 1 item For Return and Serviceable item would also be displayed. 108. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia In the RAS order you would observe that the Main item (Service item) would have Item category IRRS (Rep. Serv. Resources) and the sub item (Serviceable item) would have Item category IRRE (Return for Repairs) 3. Posting the Goods receipt of a piece of Equipment to be repaired Transaction: Delivery Type: LR Returns Delivery Purpose: The piece(s) of Equipment to be repaired are delivered. The Returns delivery is created with reference to the RAS Order, sub item. They are posted to non-valuated stock as sales order stock using the number of Repair requests. The stocks would get received to Sales Order (E) UR stock in this simulated scenario. In certain organizations it may also be received to QI stock for Inspection on receipt. This can be triggered by setting up QM (inspection type 05) for serviceable material and setting movement type 655 against Schedule line category IR in SD. 109. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Confirm the Delivery quantity, Dates and other details and save the delivery document Returns Delivery .. has been saved. 4. Perform a Post Goods Issue against the Delivery document Transaction: VL02 Document No: As created in step 3 110. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Confirm Picking for item Post Goods issue 111. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia 5. Check Goods Return posted to Blocked Stock Transaction: MB52 Stock Type: Special Stock indicator should be selected in initial screen. 112. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia 6. Post Serviceable Material to Blocked stock for Technician to check and confirm Repairs to proceed further or to Scrap the Material Transaction: Transfer Posting from Sales Order (UR) stock to Blocked Stock Movement Type: 344E Transfer posting Blocked to Sales Order stock Reversal Purpose: This movement is recommended by SAP if Quality Management of Returns process is not used.This movement also ensures that Customer returned stock is not used internally. 113. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Document .. posted. If you run Warehouse Stock Report transaction next, you would find that the stock Quantity would now show under Blocked Stock, as opposed to UR stock in step 6. 7. Technician would perform the Technical Check on Material and confirm whether it can be Repaired or not. This can be confirmed to the Central Customer Service Rep. The Service Rep would open the RAS Order in Change Mode and go into the Repairs section for the Main item (10). On clicking on back arrow next, system proposes to copyitem proposal to Start repair -> Confirm the same and the Order would automatically generate a second sub-item under the main item with item category IRRP Initiate Repair. The Net value of this item would copy Planned costs in PM: CS Service Order (auto 114. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia generated in RAS sales Order in this step as well) into Pricing condition EK02 (Calculated costs). Service Order is detailed in later steps. 115. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia The Repair Status of the Main item (10) now changes to Business decision made / Under repair. Also Under Repair field will show an added item count. 116. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia 8. Check Document Flow in Notification screen Transaction: IW53 You would Notice that the Returns Delivery would appear completed. You would also notice that the system has automatically generated a Repair Service Order (Type SM03) based on Repairs Procedure step associated with RMA scenario. Refer configuration section for details. Please note that this is a Non-revenue bearing Service Order and should have been checked as a Refurbishment Order in configuration. It would have been pre-costed with the Labour hours/Material etc from Task List as defined against the Service Product (which is the sub item in RAS order). Refer to the configuration section for step to define a material as a Service Product. Planned costs as calculated would be displayed. 117. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Initial costs Labour/Material etc. (if any) planned through the Task List linked to the Service Product (Main item in RAS sales order) would reflect in Service Order Costs section as also against the Condition type EK02 in Repairs RAS sales order main item associated. 9. Detailed planning and release of the Service Order Transaction: Under Planning, plan Labour Hours, Components (Spare parts) required if any, External Services Required if any and so on. In the Components section you would note that the system has automatically included the Serviceable Equipment as a Component and set costing relevancy as Not relevant to 118. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia costing. This is because we are repairing the Equipment which is already owned by the customer in principle. If there are additional spare parts that would be required in carrying out the repair, they would be planned and may/may not be costed (For example: If the repair is under warranty for the main equipment). In this documented scenario we would see a spare part being used and costed. If relevant to costing the added spare part cost would get included in the Service Order cost.. Release the Service Order on completion of planning 119. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia 10. Time Confirmation and spare part posting to Service Order Transactions: Time Confirmation , Goods movement to Service Order Reservation, 261 Movement type 120. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Document 49xxxxxx posted. 11. Goods receipt of Repaired material to Sales Order Unrestricted stock Transactions:MB11 Movement Type: 343 E This is a Transfer posting from Blocked stock to Unrestricted Sales Order stock after completion of the Service repairs. 121. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Document .. posted In transaction , the stock would be reported under Sales Order UR stock again. 12. Technically Complete the Service Order Transactions: While performing TECO, system will automatically propose the next action in the Repairs procedure of the linked RAS Sales Order. On confirming, the repaired item will then be available for Delivery back to the customer. 122. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia 13. Confirm that the Repairs are complete and delivery is allowed Transaction: 123. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia A new sub item would have been added with item category IRAL Delivery item. The repair screen of main item would show 1 item for delivery. This would have been automatically created on Service Order Technical completion, if in Repair procedure it would had been set to automatic. In our Repair procedure manual creation of delivery item has been set. 124. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia 14. Deliver the Repaired piece of Equipment back to the Customer Transactions: Create Outbound Delivery with reference to Sales Order item Delivery Type: LF Outbound Delivery 125. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Enter the picked Quantity and Post Goods issue. In Organizations using WM functionality after Picking & Packing (if HU management is used) a Transfer Order will be created which when confirmed will automatically lead to PGI. Our demonstrated scenario is simple. Its Picking -> Confirm picking -> Post Goods Issue (PGI) Outbound delivery has been saved. The document Flow in Service Notification would have updated everything till this point. 126. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia 15. Create Billing Request for Service Order Transaction: DP90 This leads to creation of additional sub items of category IRIN in RAS Sales Order which would subsequently be billed. This can be found in subsequently. 127. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia 16. Create Billing Document Transaction: Select and execute. It will select the 2 sub items with item category IRIN 128. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Save the Billing document Document has been saved and would show up in Original Notification document flow. Invoice document is usually automatically released to accounting. If not, then Release to Accounting in transaction 129. Standard Business Processes in SAP Customer Service Configured &Compiled By: Subhrajyoti Bhattacharjee, PMP, Certified SAP EAM, Certified ITIL E-Mail: subhrajyoti.b@gmail.com, Location: Perth, Western Australia Check the Accounting documents generated Customer A/c Dr, Revenue A/c